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ServiceNow

Enterprise IT service cloud solutions

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ServiceNow Features

Features Summary

Functionality

4.6

/5

107

Total features

66

7 categories

ServiceNow features

API
Activity Dashboard
Alerts / Escalation
Alerts/Notifications
Approval Process Control
Asset Lifecycle Management
Asset Tracking
Automated Routing

Common features of Help Desk software

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Automated Routing
CRM

Price starts from

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Pricing options
Free plan
Subscription
Free trial

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Contenders comparison

Functionality

4.6

/5

107

Price starts from

ic-pricetag

No pricing info

learn more

Total Features

66

Unique features

  • Knowledge Management

  • Search/Filter

  • Support Ticket Management

  • Support Ticket Tracking

Functionality

4.6

/5

2K

Price starts from

19.99

Per month

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Total Features

40

Features in Common

8

Unique features

  • eCommerce Management

  • CRM

  • SSL Security

  • Third Party Integrations

Functionality

4.6

/5

1.2K

Price starts from

Free

learn more

Total Features

89

Features in Common

17

Unique features

  • Graphical User Interface

  • Natural Language Search

  • Virtualization

  • Speech Recognition

Common ServiceNow comparisons

Reviewers who mentioned features said:

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

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Ahead of future

Reviewed 2 months ago
Pros

With its recent integrations of automation and chatbots, ServiceNow is way ahead of time and technology. It's lightweight UI and easy to implement features makes SNOW standout across its ITSM peers.

Cons

The tool offers varieties of developments but needs more expertise on implementation and effectiveness.

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

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Effectively manage your ITSM

Reviewed 8 days 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.

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

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ServiceNow

Reviewed 2 years ago
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.

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

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Streamlined IT Service Management Tool

Reviewed 7 months ago
Pros

Easy to automate and has various features to prioritize tickets, handle priority tasks and support incidents. The biggest advantage is the ability to integrate with different systems such as Agiloft, JIRA, SecurityScorecard, CRM, etc. ServiceNow helps the implementing team to focus more on collaboration and process development rather than coding since it absolutely limits coding. It is also a well known enterprise GRC tool and has released a Vendor Module, which can be used in Source-to-Pay projects.

Cons

ServiceNow is very expensive, which is a huge deterrent for small and mid-size companies to use its software. They don't do Proof of Concept (POC) in most cases, which forces teams to trust them purely based on the demos and their reputation.

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

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Great Tool ITSM

Reviewed 3 months ago

Generally it is a good system. If an organisation is coming from a manual way of service management they can adopt it.

Pros

The product did not change the way we have been conducting business but it made it easier. It is easy to follow through requests and incidents in the system rather than manually following. The system removes geographical boundaries as you can escalate an issue which can be resolved in a short time by someone in a different location. You can have a reports which can inform you on strategic decisions. For example you can realise you need more human resource from the reports

Cons

It needs to add some component of AI where a bot can assist other users on some of the petty frequent similar request

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

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Ultimate tool

Reviewed 22 days ago

I personally love it. I know that it is hard to learn but I think it's a very valuable tool and will help our company grow and be the best it can be with the automation that ServiceNow allows.

Pros

ServiceNow can do everything. I personally use it for project management, but our team uses it for ticket management, automated workflows. Our IT team uses it for asset management and ticketing. I've never found an all encompassing tool before.

Cons

It's fairly complicated to learn. I am currently learning dashboards and the reporting feature is really hard. There isn't really good resources out there to learn it either.

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

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Best in Class ITSM tool

Reviewed a year 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...

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

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Best Ticketing Tool!!

Reviewed 3 years ago

On a daily basis, we had to pull a lot of reports and create graphs for the same. With Service-Now, it's very easy. We have saved all the filters and created a dashboard on Service Now. Now, we have shared the link to the dashboard to the client and all our work is taken care by the tool. Relative time period is one top-notch filter, which has drastically reduced the time we were spending on creating the reports. It would take close to 4hrs to pull them and draft it for the client. Now, Service Now is doing the job and that 4hrs are saved for us.

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.

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

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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

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

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ServiceNow Is the Best Incident Tracking Software I Have Ever Used

Reviewed 5 months ago

Incident management, configuration management, service documentation -- all are easy to use and critical to support our day to day support of our customers.

Pros

Easy to log incidents, update status and communicate with the customer about their tickets. Great for storing service documentation -- all of our services are documented in ServiceNow so that as tickets come into our queue, we have a repository of knowledge base articles to refer to in order to resolve the issue. The visual task board facilitates daily team standups to discuss status and priorities.

Cons

The only thing I could think of is it would be great if the visual task board had more Trello-like features, especially their power ups (custom fields, burndown chart, etc).

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

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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

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

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Very flexible ITSM Tool

Reviewed 2 years ago
Pros

This tool is very flexible and allows even Business Users to configure processes and worfkflows.

Cons

The license is rather difficult to understand and must be re-considered over time.

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

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Best Ticketing tool for IT Helpdesk

Reviewed 8 months ago

I was utilizing ServiceNow daily, as a Level 1 support executive. We can easily customize the dashboard according to our choice. Exceptionally simple to create change requests. I loved utilizing it and felt it was incredible.

Pros

It was simple and easy to understand. User friendly. Easy to customize the dashboard. We can keep track of tickets according to the ticket status, which made my life easier. It is the best tool for maintaining incidents, SCTasks, change requests, and organizing work. We can have the history of work done.

Cons

New clients should be situated on the most proficient method to explore through this device since it is very confusing to clients from the beginning.

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

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As Flexible as it is Functional

Reviewed 10 months 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.

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

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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.

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

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Best software for ITSM management in IT world

Reviewed 18 days ago

Service Now is best software for current ITSM needs in IT world. ITs easy to stabilize day t day ITSM needs and specially Assets and Incident management which can helpful to many companies to provide and set up effective resilient ITSM business model. It is very user friendly and no need to provide detailed education and training to users as its inf9rmation and educational videos are available on portals.

Pros

It have Selfserve option like serviceNet and different ITSM modules where Users can select required option and go for their ITSM needs without struggling for technical team. It gives ability to user to create their own report and dashboards for better visualizations and daily reporting.

Cons

It require VPN connection within company premise due to policies. Its difficult to manage it through mobile devices.

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

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Best ITSM tool

Reviewed a year ago
Pros

Service now makes integrating workflow automation easy. I am able to carry out multiple IT Service management activities, ranging from incident management to Change management. it helps to aid accountability, you are able to view the work effort of each employee and the time it takes for incidents to be resolved in line with SLA. With Service now, I am able to view all task and incidents raised to my team at every particular point in time, assign them to appropriate team for resolution and also follow up on resolution. It also provides a platform where i am able to identify trends and recurring issues. The dashboard allows me to view all related activities at a glance, for me it is the best ITSM tool .

Cons

From NON -IT user perspective, it is difficult to work around the platform, it needs etxra training to educate users on how to use it. Asides that it is a great ITSM tool.

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

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ServiceNow is better than Remedy and HPSM

Reviewed 4 years ago
Pros

I have been avid ITIL practitioner and have been using various products in various companies of my job experience. ServiceNow supports ITIL processes completely and most efficiently where there are minor drawbacks. The level of compromise required to enable processes efficiently is less as compared to Remedy and HPSM. Service Now has harnessed the power of virtual assistants which is yet being explored by other companies. The ease of set-up and manageability makes configuration of ServiceNow a cake-walk.

Cons

If you are new to service management processes, the plethora of services will leave you confused. Configure one process and explore them in and out before moving into another process. Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects. integration with risk management could have been made simpler to show the mapping of technical risks to business risks.

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

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Great Ticketing Tool!

Reviewed a year ago

Overall, this is a great software to organize and manage requests and concerns in mid to large businesses.

Pros

This software have extensive features which allow us users to work more efficiently. Managing request and concerns of our employees has been easier because they can create raise it through chat or ticket/case in this software anytime. Communication by users and administrators have been easy because they can follow-up through the software or even via email. Dashboard also can be customized depending on the user's needs. It also has a Knowledge Base Management attached to it which allow administrators to clarify or countercheck their responses/resolutions to the tickets/cases.

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.

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

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ServiceNow helped save us!

Reviewed a year ago

They have been great in helping us get going as quickly as possible and they offer some things we might also use in the future that will really help continue meeting goals.

Pros

I love that this software was customizable and rolled out in a way that helps us sort, apply, escalate and input so many new incidents in easy and understandable fashion. There are so many data points for it to collect some valuable behind the scenes data as well.

Cons

It seems that implementing some of the things you'd want in it will take a lot of time to customize options, and add features that tie in to other services your organization might use.

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

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SaaS based enterprise ticketing, change management, and configuration management

Reviewed 10 months ago

We use ServiceNow for managing support requests coming in to IT, for IT change management, and application configuration management. It has proven to be stable and reliable.

Pros

The product is fairly easy to use if you are tracking and resolving service tickets or change requests. I like being able to granularly customize my dashboard.

Cons

This is a little more complicated for things like configuration management and opening a support request (from a support provider perspective). There are just a lot of steps and a lot of information to fill out. I would recommend having a couple of ServiceNow experts who can help standardize workflows and provide training for these more complicated tasks. Also, the dashboard can get too cluttered if you let it.

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

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

Reviewed 9 months 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

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

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Not the prettiest, but very useful

Reviewed a year ago

People are mixed about service now, but I really love it. I couldn't do my job without it. It helps me track my work through the different stages that we've configured, and is a effective and efficient tool for project management.

Pros

I like service now because it's very minimal and direct, and time wasn't wasted on designing a pretty interface. we use it for ticket management, both for sending out tickets to other teams, and then also tracking our workflow. I find it incredibly helpful to be able to track all stages of my work, and don't think I could do my job without it.

Cons

It's a little clunky. It's not as intuitive as other options. But I feel as though the functionality, if you have a team dedicated to setting it up for your needs, is incredibly useful and will greatly help in the long run.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend4/10

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Lots of Features But Not Easy to Use

Reviewed a year ago

My overall experience with ServiceNow skews negatively because it's not easy to find what I want, the only somewhat saving grace is the built-in favorites you can save for commonly used areas.

Pros

ServiceNow has a lot of features that are all in one place. This includes tracking incidents, requests, change controls, paging, timesheets and more. It's also quite customizable because you can create your own dashboards with whatever information you want.

Cons

ServiceNow has a steep learning curve, and I'm not sure how necessary it is. There are a lot of features sure, but finding what you need can be very difficult at times. If I know exactly what I'm looking for, it can be easy, but if I don't remember if something was an 'Incident', Request, change, or something else, it can be very difficult for me to find. I don't see an easy way to just view everything that's assigned to me, regardless of what it is.

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

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I hate ticketing software...but not this one.

Reviewed 3 years ago

Closing tickets, overall, is faster than with all previous systems we used.

Pros

Its easy to use, highly customizable on the end user end, and stable. I like that I can make my dashboard look how I want it, and use the format that makes the most sense to me. The admin on the back end has set up some great workflows that allow a single request to be used to do multiple things. Imagine a single ticket to onboard a user, that requests their cubicle from Facilities, thear computer from IT, and their phone from Telecom!

Cons

Configuration items. The way our implementation is configured, you need a valid CI to close the ticket. If an item is not in your CMDB, you have to get an admin to add the CI so you can close a ticket. KEEP IN MIND, this is just our implementation and config, and they are working on a solution to allow end users to apply a new CI, this is just OUR temporary growing pain.