ServiceNow Pricing, Features, Reviews & Comparison of Alternatives

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

Rating breakdown

Likelihood to recommend: 9/10

Pros
The best thing about Service Now is the way we can handle all data and reports directly on the tool. It is really well designed in getting approvals and assigning tickets. We can also set the ticket assignment groups based on certain rules or configuration items, that really saves us a lot of time. It is user - friendly too. Very easy to navigate and also has some built in buttons that are really useful.

Cons
Not a major flaw, but if it can create aging tickets report in the form of a pivot table, then there is nothing to beat this tool. We really don't need to rely on excel if we can integrate some into the reporting feature on service now.

Rating breakdown

Likelihood to recommend: 10/10

Pros
The software captures so many data points, therefore analytics and reporting present valuable information.

Cons
There are so many product areas that is can be hard to navigate, especially for areas that are not frequented often.

Rating breakdown

Likelihood to recommend: 7/10

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

Rating breakdown

Likelihood to recommend: 8/10

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.

Rating breakdown

Likelihood to recommend: 9/10