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SolarWinds Service Desk vs ServiceNow Comparison

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Overview

Category Leaders

SolarWinds Service Desk is a fully integrated service desk and asset management solution that allows IT and other service...

Category Leaders

ServiceNow is an IT service application platform-as-a-service provider that offers a range of ITSM products to automate...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

No videos yet

Pricing

Starting from

19

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.6

539

5

4

3

2

1

344

177

17

0

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
99%
would recommend this app

4.4

147

5

4

3

2

1

79

57

9

1

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

Pros

I am the administrator and I love having the ability to make changes and customization on the fly. The user friendliness of it is well above our previous software we used.
The dashboard and reporting are very helpful. They give us a good picture of how we're doing and where we can improve.
Ticketing system, knowledge base and inventory management are all awesome and constantly improving. And the metrics are great to help justify budgets to upper management, and show trends.

Pros

It’s far better than the last ITSM tool- Remedy on terms of efficiency and usefulness. Integrating with other tools is most popular in SNOW with easy REST API.
Very nice enviroment, useful tools, good managment, many users in support like this web based tool in many companies I've been worked in.
Overall, I really enjoy this software. It is well trusted, easy to use, and provides a good experience.

Cons

By that I mean the lack of reports and reporting tools.
Reporting doesn't report accurately compared to a custom query, which is odd.
There also has been lots of testing. Also some of the updates have broken our work flows.

Cons

New users need to be oriented on how to navigate through this tool because it is quite confusing and intimidating to users at first.
Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects.
Some out-of-box examples really don't match up to any organizations needs and leave you wanting more.
  • Vendor responds to reviews
  • Last review20 days ago
  • Vendor responds to reviews
  • Last reviewa month ago

Key features

  • Total features94
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Auto-Responders
  • Automated Routing
  • Availability Management
  • CMDB
  • CRM
  • Call Center Management
  • Capacity Management
  • Categorization/Grouping
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contract/License Management
  • Cost Tracking
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Data Storage Management
  • Data Visualization
  • Device Auto Discovery
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • Impact Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Scheduling
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Lifecycle Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Online Forums
  • Performance Metrics
  • Performance Monitoring
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Requisition Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • Scheduled / Automated Reports
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Version Control
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features66
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Auto-Responders
  • Automated Routing
  • Availability Management
  • CMDB
  • CRM
  • Call Center Management
  • Capacity Management
  • Categorization/Grouping
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contract/License Management
  • Cost Tracking
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Data Storage Management
  • Data Visualization
  • Device Auto Discovery
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • Impact Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Scheduling
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Lifecycle Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Online Forums
  • Performance Metrics
  • Performance Monitoring
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Requisition Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • Scheduled / Automated Reports
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Version Control
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations41
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite
  • Total integrations380
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite

User reviews that mention these apps

SG
AvatarImg

Sally G.

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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SolarWinds Service Desk logo

SolarWinds Service Desk

A promising product

Reviewed 6 years ago

Samanage is an up and coming new ITSM + ITAM platform. It is packed with important features like service desk, inventory, contracts/POs, risk analysis, single sign-on, etc. It provides a middle ground between ServiceNow Express and ServiceNow Enterprise. I hope Samanage continues improving its features so it can become an even more robust product.

Pros

No pros were added to this review

Cons

No cons were added to this review

SJ
AvatarImg

Suzanne J.

Logistics and Supply Chain, 1,001-5,000 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

SolarWinds Service Desk logo

SolarWinds Service Desk

Great Value! Fantastic Piece of Software

Reviewed 6 years ago

In the world of expensive helpdesk systems like LanDesk and ServiceNow - it is nice to see a fully functional ITIL compliant system that is easy to use - fully customizable and user friendly. I especially like the inventory feature - as well as the reporting.

Pros

Cost and functionality

Cons

A few things we need aren't available yet - especially the need to merge user accounts or create 'alias' associations.

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Information Technology and Services, 1,001-5,000 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ServiceNow logo

ServiceNow

Great ITSM Tool for Service Desk Deployment

Reviewed 4 years ago

I´ts been great. This is our first ticketing tool for our new service desk service, and Service Now has been a great help to shape our service model and metrics.

Pros

The ease of use is the best with Service Now. From the ticket creation up to building KPI reports, you can feel that the Service now was design for a great user experience. Web tickets feature is great, Backlog management, Incident, Problem, and Request management is all there in a very complete and intuitive way. The fact that it offers templates was really helpful since we are deploying a brand new service desk service on our company.

Cons

Since it´s web based there could be some incompatibility and web page display issues on some browser and Operative Systems.

RW
AvatarImg

Ryan W.

Telecommunications, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ServiceNow logo

ServiceNow

As Flexible as it is Functional

Reviewed a year ago

We've been using ServiceNow for 5+ years and it has really transformed our Service Desk and Customer Service teams ability to work with the customer.

Pros

ServiceNow is such a user friendly product. Their out of the box modules require very little customization to get you up and running using a wide suite of available modules, there's not a lot ServiceNow can't do.

Cons

Over-customization can make upgrading time consuming but there are plenty of guides to assist you with this process.

LA
AvatarImg

Lauren A.

Information Technology and Services, 5,001-10,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ServiceNow logo

ServiceNow

Service Now For Help Desk

Reviewed a year ago

Service Now is a great tool for business. It provides quality reporting and a comprehensive source for ticket management and related knowledge sources.

Pros

It is straightforward and can help manage related templates, knowledge and tickets and SLAs for help desk. It provides a comprehensive tool for ticket and help desk management and resources for day to day activities and reporting.

Cons

The interface is a bit clunky and not user intuitive. It takes some time to understand where things are and how to use them.

ER
AvatarImg

Earlie R.

Retail, 5,001-10,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

ServiceNow logo

ServiceNow

More than a Ticketing System

Reviewed 3 years ago

I enjoyed Service Now and believe it's the best ticketing system tool out there.

Pros

Loved Service Now! This made managing our help desk easy and our tech were able to work efficiently and effectively. The interface is VERY easy to read and user friendly. The application has so many different functionalities like: Knowledge base, Equipment tracking, RMA, chat, etc. I even enjoyed the Mobile App!

Cons

I wish there were different/more theme colors you could customize/choose from. Also the mobile app was complicated setting up.

OM
AvatarImg

Oscar M.

Information Technology and Services, 5,001-10,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ServiceNow logo

ServiceNow

Service Now is the best ticketing tool for IT Helpdesk / call center with technical support

Reviewed a year ago

it is a good ticketing tool, will help in any help desk to to the job in a professional way, with fast results that you can check with reports, the track of the records of the users makes easy to be able to found issues and patterns. From all the ticketing tools that I´ve ever used, Service Now is my favorite.

Pros

it was simple to understand , easy to use, the interface is not just squares with information that makes you feel super bored. you can customize your own interface with colors, that makes you to feel more comfortable with the screen with a tool that you use 8 hours a day. the functions are designed for you to be able to extract information needed for planning, the reports are accurate.

Cons

That when a new feature need to be adapted for a project specific can take some time before the implementation of it

JR
AvatarImg

Joseph R. S.

Verified reviewer

Retail, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ServiceNow logo

ServiceNow

Easy to use and easy to submit tickets

Reviewed 3 years ago
Pros

It's very easy to configure for submitting IT or help desk requests and can be fully customized to whatever your need is. We have a lot of server and folder access requests and this makes it easy to follow.

Cons

It could use more help screens or information tabs when requesting help tickets. We do get feedback that some of the prompts could be more explanatory.

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Information Technology and Services, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

ServiceNow logo

ServiceNow

The best IT Service Management tool in the market

Reviewed 6 months ago

Overall we are very happy with ServiceNow and use it on daily basis for incident management, Change management and IT helpdesk operations.

Pros

Incident management, service catalog, problem management, change management, service portals, DevOps

Cons

Frequent upgrades needed, needs specialized knowledge for configuration and administration of the various processes in the tool, a bit expensive

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Chetan T.

Verified reviewer

Broadcast Media, 5,001-10,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

ServiceNow logo

ServiceNow

The super-APP for a large organization

Reviewed 3 months ago

My overall experience with SNOW has been good. There are platforms that are equally good, if not slightly better, but this would be my choice if I was running an organization of 1000+ employees. The user journeys can be confusing but if the pages are set up correctly and maintained, this app can be a boon for companies who are encouraging using SNOW and treating it as a homepage for all internal sites (like a company intranet). The platform allows third party integrations with Okta, Slack and Salesforce and also custom applications that can be hosted and run off SNOW.

Pros

I have been using ServiceNOW (SNOW going forward) for over 3 years at Nielsen now. The platform holds together a ticketing platform, a custom-built application, self-help, service desk contact information, and knowledge base articles. Our organization also has some integrations with our HR, IT and Finance systems and require a little more maintenance as we are currently committed to another well-established platform. My tickets are always visible, my approvals, etc widgets are very useful too. The portal is light, so it is fast and it also connects seamlessly with Okta.

Cons

Employees tend to get confused if the widgets are not correctly set up under the relevant sections of SNOW. The roll out time is quick, but the set up is the larger task. Custom applications running on SNOW can be a little buggy at times. The platform can turn into a administration nightmare if it is not maintained well.

NB
AvatarImg

Noopur B.

Hospital & Health Care, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ServiceNow logo

ServiceNow

Strealine your service delivery operations

Reviewed 6 months ago
Pros

Apart from being an efficient IT Service Management tool, ServiceNow aides in provinding a centralized system for service operations and tracking service disruption incidents.

Cons

Customization in ServiceNow can be a painful task.

VR
AvatarImg

Venkatesh R.

Information Technology and Services, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

ServiceNow logo

ServiceNow

Effectively manage your ITSM

Reviewed 7 months ago

Great ITSM management through Service now product

Pros

Service now is part and parcel of our ITSM system over the years. We have migrated from other vendors to Service now.Its very critical for IT enterprise to handle incidents, requests and to daily business as usual activities .Its also Critical for reporting metrics to management on a periodic basis. Service now also provides robust usage through Service now anywhere web interface. It just provides ease of use anywhere in a remote work setup for the larger team.

Cons

Service now customer support can be improved.

SN
AvatarImg

Soumalya N.

Information Technology and Services, 5,001-10,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ServiceNow logo

ServiceNow

Proper Categorization of tickets and Managing CIs properly

Reviewed 3 months ago

It’s far better than the last ITSM tool- Remedy on terms of efficiency and usefulness Integrating with other tools is most popular in SNOW with easy REST API Fast and Managing/Navigation are very easy Most of the things can be done in IT user level with a configuration changes

Pros

Proper managing of incidents to respective teams with 3 tier architecture starting from Help Desk Efficient management of system changes with agile methodology through proper state transition until deployment Categorization of CIs based on CI class and their relationship like Application, Database Instance, Servers

Cons

System performance can be far better on node restarting OOB baseline does not support some level of access control for change which it should have Changes created by “Copy Change” can not be tracked separately Can have more option of customizing service portal in configuration based way rather than angular Reporting on Standard Template field values should be more user friendly

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Consumer Goods, 1,001-5,000 employees

Used weekly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ServiceNow logo

ServiceNow

Solid Platform for Help Desk Support

Reviewed 3 years ago
Pros

Implemented ServiceNow as a HR help desk solution at my organization, in combination with starting up a new global HR services team. This instantly produced efficiencies in how we address employee questions/issues, allowing our services team to handle tickets as a Tier 1 solution.

Cons

Not seeing any drawbacks from this, primarily because we had nothing (employees would email COEs directly) before this, and we still need to get more familiar with using the platform.

UM
AvatarImg

Uddipan M.

Computer Software, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ServiceNow logo

ServiceNow

Centralised IT services management

Reviewed 4 months ago

Experience is great as it supports many use cases needed by the organisation. API integration makes it easier to raise incidents remotely and assign it to appropriate teams. Custom forms helps to solve any access related self service needs.

Pros

Service Now is a one stop solution for most of IT departments needs which promotes and enables Self service for several use cases. Request, incident management, approval workflows, incident reports are some of the very useful functionalities of service now.

Cons

Sometimes UI response it bit slow which makes users to wait before form response.

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Computer Software, 10,001+ employees

Used monthly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

ServiceNow logo

ServiceNow

Service now for ticketing process

Reviewed 2 months ago
Pros

I was part of the team who was setting up Service now Helpdesk for IT team. It surely decreased the distance between the IT Team and employees, Ticketing system is very streamlined and escalation management is also good. Best part is that setting up Service now is very straightforward and there is not much hassle.

Cons

Service now support should be improved. There own resolution systems are slow sometimes

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Ibrahim K.

Verified reviewer

Information Technology and Services, 501-1,000 employees

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ServiceNow logo

ServiceNow

Service Now - ITSM (IT services management)

Reviewed 3 months ago

Overall experience has been great as it does the job for my business requirements.

Pros

This tool offers many features but I've used this tool for ticket maintenance, and service management. For service management the services catalogue offers extensible options to manage and generate service level requests, however we integrated our companies SNOW with Clients SNOW in configuring API's for ticket generation and maintenance.

Cons

The tool requires some level of training to actually unlock and be able to utilize all the catalogues this tool offers, delays in report generation with a very difficult integration model.

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Financial Services, 501-1,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend3/10

Share this review:

ServiceNow logo

ServiceNow

Easy to use and configure

Reviewed a year ago
Pros

Easy to use and configure. Service engineer very helpful

Cons

The backend user side is not wholly intuitive

AvatarImg
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Vincent L.

Consumer Goods, 10,001+ employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ServiceNow logo

ServiceNow

Really helped our team manage requests and tickets

Reviewed 3 years ago

Great. Definitely recommend this for large businesses with multiple different departments and employees where you need to have a reasonably large IT department to hep process application requests, troubleshooting and equipment requests and more!

Pros

The ease in which it kept track and managed IT ticket requests. You could easily see the queue and also do tons of data analytics from response times, to ticket requests per month per department, and how often tickets had to be escalated. The cloud-based platform really helps your reomte workers have access to a live database that was updated and always "correct." This was also extremely affordable for all the different capabilities it added.

Cons

The service technicians aren't always available as spelled out in the service agreement. Luckily we didn't have issues with this often and we were able to resolve issues on our own or could wait it out until it was fixed.

kS
AvatarImg

kartik S.

Banking, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

ServiceNow logo

ServiceNow

Amazing incident and change tracking software.

Reviewed a month ago
Pros

The nice part about this product is that it can be integrated with PowerShell scripts. Once the work is completed, the data is uploaded to the SNOW interface, where we can simply combine it with this email gateway and other products.

Cons

Product customer service might be improved, and it can be tough to integrate with current systems.

VS
AvatarImg

Vinayak S.

Information Technology and Services, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ServiceNow logo

ServiceNow

Best IT service management software

Reviewed 2 years ago
Pros

The most advanced and easy to use software for all Service management needs.

Cons

The cost is going high and becoming heavy software which might be a differentiator for the future

GR
AvatarImg

Gonzalo R.

Automotive, 10,001+ employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

ServiceNow logo

ServiceNow

ServiceNow in the automotive industry used by IT

Reviewed a year ago

Good system to manage requirements, even though it can become tedious

Pros

One point of contact for users to request service, incidents or changes on our system

Cons

With a lot of options it can become confusing for users to know what type of ticket to create. Adoption of the use of this tool is a big challenge

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Ewan H.

Verified reviewer

Management Consulting, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

ServiceNow logo

ServiceNow

Top Dog among Service Management Suites

Reviewed 5 years ago

An extremely robust platform with customization galore and full features comes at a cost but with very little holding it back. ServiceNow can really help on any ITIL initiatives and centralization of services. The unique focus of ServiceNow beyond just IT, is where its strengths lie. Most Service Management suites do ITIL for IT. ServiceNow takes the lessons learned from ITIL and extends them to the rest of the org (especially but not limited to Facilities and HR). Really built for Mid to Large Businesses.

Pros

ITIL based Service Portal (Self Service Portal for quick searches spanning instance or specific areas) Knowledge Base (despite that not being checked in the available features) Full Service Management solution for the ENTIRE organization Strong Workflow engine Visible Table structures for clean data flows Extremely customizable (Forms, Fields, Tables, Applications, Portal, Workflow, Knowledge Base, etc...) Best in the business system architecture (fully redundant instances) HI Administration portal and ServiceNow support are top notch Service Now community is extremely active Docs site (formerly wiki) well updated and complete. Great organization and User groups You get a cake upon launch! Extensive Integration capabilities

Cons

Cost Some out-of-box examples really don't match up to any organizations needs and leave you wanting more Email rules are more complex than they need to be (some of this can be mitigated by free add-ons like Postmaster) Configuration can sometimes be limited and requires some Javascript to get past basics Mid Servers for integrations can be more work to maintain than desired

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Atique A.

Verified reviewer

Information Technology and Services, 10,001+ employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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ServiceNow

Good

Reviewed 5 years ago
Pros

Best provision of technical & detailed features for ITs It provide easy way to raise any ticket with proper details Response time analysis is best in this app

Cons

Raising access to service now takes long time and need very details which are not required or not available to users.

AS
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Avinash S.

Computer Networking, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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ServiceNow

Best in Class ITSM tool

Reviewed 2 years ago

This is one of the best ITSM tool. Aviable as SaaS and can be easily integrated with the SSO. Self service is a good feature . Its just the regular upgrades and getting the data/configuration missing from the tenants during the upgrade is a concern. No need to backup , high availability and best resiliency..this is one of the best ITSM tool in the market.

Pros

A brilliant ITSM tool and available as SaaS. The licensing mechanism is based on the fulfiller and approvers . The cost per licenses is a bit high for a fulfiller and hope service now can bring it down a bit. The best modules are :- Incident management , Change Management , Problem Management and CMDB.

Cons

The upgrades , every 6 months are something that always keeps us on our toes. secondly it Whatsapp and telegram can be integrated with service Now...

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Gajendra R.

Verified reviewer

Information Technology and Services, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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ServiceNow

Service Now Review

Reviewed a year ago

For me it very good, specially the change.very easy to create change and follow up with the different parties.

Pros

Amazing tool for change incident and CMDB management. I am using this tool for change and incident and I found it best among the tools I used. Design the too the way you want. Very simple user interface and make process very easy. With any experience user can use this tool

Cons

Nothing as I am aware of as for me this is best and the way service now is improving , I have nothing what I can this as an improvement.

AR
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Anonymous Reviewer

Verified reviewer

Commercial Real Estate, 51-200 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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ServiceNow

Efficient software for large corporations

Reviewed 5 years ago
Pros

Anything that you may need - help with a printer to submitting a monthly construction draw - is seamlessly done through service now by submitting a ticket.

Cons

EVERYTHING has to go through service now, even if it's a simple questiokn that can be answered in a minute. Instead you submit a ticket, which goes to your manager for approval, then IT, and it involves a lot of parties even when not necessary.