ServiceNow Features List

ServiceNow Reviews

ServiceNow

Enterprise IT service cloud solutions

4.27/5 (41 reviews)
25,450

ServiceNow Feature Summary

  • Facilities service automation
  • Field service automation
  • HR service automation
  • Service creator
  • Asset management
  • Configuration management
  • Demand management
  • IT cost management
  • Software development lifecycle
  • Project portfolio management
  • Problem management
  • Change and release management
  • Self-service portal
  • Knowledge base
  • Performance analytics
  • Service catalog
  • Incident management
  • Resource management
  • Vendor performance management
  • Surveys & assessments
  • Real-time dashboards
  • Incident routing
  • CAB meeting management
  • Cost tracking
  • IT governance, risk & compliance
  • Agile development

IT Management Feature Comparison

Most popular features of all IT Management apps

API (247 other apps)
Access Control (62 other apps)
Activity Dashboard (97 other apps)
Activity Tracking (59 other apps)
Application Integration (66 other apps)
Auditing (69 other apps)
Automatic Notifications (88 other apps)
Collaboration Tools (48 other apps)
Data Import/Export (69 other apps)
Drag & Drop Interface (77 other apps)
Monitoring (172 other apps)
Projections (60 other apps)
Real Time Data (64 other apps)
Real Time Monitoring (71 other apps)
Real Time Reporting (54 other apps)
Reporting & Statistics (50 other apps)
SSL Security (63 other apps)
Third Party Integration (97 other apps)
User Activity Monitoring (48 other apps)
Workflow Management (64 other apps)

Competitor Feature Comparison

API
Active Directory Integration
Activity Dashboard
Ad hoc Query
Agile Development
Alerts / Escalation
Application Security
Approval Process Control
Assessment Management
Asset Management
Assignment Management
Automatic Notifications
Availability Indicator
Availability Management
Benchmarking
Capacity Monitoring
Cataloging
Change Management
Client Portal
Compliance Management
Configurable Workflow
Configuration Management
Contract Management
Cost Tracking
Custom Development
Custom Forms
Custom Landing Pages
Customizable Approvals
Customizable Questions
Customizable Templates
Data Filtering
Data Import
Data Import/Export
Data Mapping
Data Querying
Data Visualization
Demand Management
Dependency Management
Dependency Tracking
Diagnostic Tools
Drag & Drop Interface
Email Notifications
Employee Portal
Escalation Management
Event Management
Event Triggered Actions
Feedback Collection
Filtered Views
Graphical Workflow Editor
Heatmap
IT Asset Tracking
IT Cost Management
Incident Management
Inventory Management
Issue Management
Issue Tracking
Knowledge Base
Labor Cost Reporting
Lifecycle Management
Meeting Management
Multiple Projects
Password Management
Performance Management
Performance Reports
Portfolio Management
Prioritizing
Problem Management
Progress Tracking
Real Time Analytics
Real Time Comparisons
Real Time Data
Real Time Reporting
Real Time Updates
Release Management
Reporting & Statistics
Request Routing
Resource Allocation
Resource Management
Risk Alerts
Risk Assessment
Routing Options
SLA Management
Scorecarding
Search Functionality
Self Service Portal
Service Level Management
Status Reporting
Status Tracking
Subscription Services
Support Ticket Tracking
Survey Management
Surveys & Feedback
Task Management
Testing Management
Ticket Management
Timeline Management
Trend Analysis
Trouble Ticketing
Vendor Management
Version Control
Workflow Management
Learn moreCompare App
API
Active Directory Integration
Activity Dashboard
Ad hoc Query
Agile Development
Alerts / Escalation
Application Security
Approval Process Control
Assessment Management
Asset Management
Assignment Management
Automatic Notifications
Availability Indicator
Availability Management
Benchmarking
Capacity Monitoring
Cataloging
Change Management
Client Portal
Compliance Management
Configurable Workflow
Configuration Management
Contract Management
Cost Tracking
Custom Development
Custom Forms
Custom Landing Pages
Customizable Approvals
Customizable Questions
Customizable Templates
Data Filtering
Data Import
Data Import/Export
Data Mapping
Data Querying
Data Visualization
Demand Management
Dependency Management
Dependency Tracking
Diagnostic Tools
Drag & Drop Interface
Email Notifications
Employee Portal
Escalation Management
Event Management
Event Triggered Actions
Feedback Collection
Filtered Views
Graphical Workflow Editor
Heatmap
IT Asset Tracking
IT Cost Management
Incident Management
Inventory Management
Issue Management
Issue Tracking
Knowledge Base
Labor Cost Reporting
Lifecycle Management
Meeting Management
Multiple Projects
Password Management
Performance Management
Performance Reports
Portfolio Management
Prioritizing
Problem Management
Progress Tracking
Real Time Analytics
Real Time Comparisons
Real Time Data
Real Time Reporting
Real Time Updates
Release Management
Reporting & Statistics
Request Routing
Resource Allocation
Resource Management
Risk Alerts
Risk Assessment
Routing Options
SLA Management
Scorecarding
Search Functionality
Self Service Portal
Service Level Management
Status Reporting
Status Tracking
Subscription Services
Support Ticket Tracking
Survey Management
Surveys & Feedback
Task Management
Testing Management
Ticket Management
Timeline Management
Trend Analysis
Trouble Ticketing
Vendor Management
Version Control
Workflow Management
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API
Active Directory Integration
Activity Dashboard
Ad hoc Query
Agile Development
Alerts / Escalation
Application Security
Approval Process Control
Assessment Management
Asset Management
Assignment Management
Automatic Notifications
Availability Indicator
Availability Management
Benchmarking
Capacity Monitoring
Cataloging
Change Management
Client Portal
Compliance Management
Configurable Workflow
Configuration Management
Contract Management
Cost Tracking
Custom Development
Custom Forms
Custom Landing Pages
Customizable Approvals
Customizable Questions
Customizable Templates
Data Filtering
Data Import
Data Import/Export
Data Mapping
Data Querying
Data Visualization
Demand Management
Dependency Management
Dependency Tracking
Diagnostic Tools
Drag & Drop Interface
Email Notifications
Employee Portal
Escalation Management
Event Management
Event Triggered Actions
Feedback Collection
Filtered Views
Graphical Workflow Editor
Heatmap
IT Asset Tracking
IT Cost Management
Incident Management
Inventory Management
Issue Management
Issue Tracking
Knowledge Base
Labor Cost Reporting
Lifecycle Management
Meeting Management
Multiple Projects
Password Management
Performance Management
Performance Reports
Portfolio Management
Prioritizing
Problem Management
Progress Tracking
Real Time Analytics
Real Time Comparisons
Real Time Data
Real Time Reporting
Real Time Updates
Release Management
Reporting & Statistics
Request Routing
Resource Allocation
Resource Management
Risk Alerts
Risk Assessment
Routing Options
SLA Management
Scorecarding
Search Functionality
Self Service Portal
Service Level Management
Status Reporting
Status Tracking
Subscription Services
Support Ticket Tracking
Survey Management
Surveys & Feedback
Task Management
Testing Management
Ticket Management
Timeline Management
Trend Analysis
Trouble Ticketing
Vendor Management
Version Control
Workflow Management
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Mobile apps

iOS App


88 reviews

See all iOS Apps

Requires iOS 10.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


0 reviews

See all Android Apps

ServiceNow Feature Reviews

25 reviewers had the following to say about ServiceNow's features:

Kevin Baldwin

ServiceNow

2017-04-18

Pros

good reporting capabilities allow users to monitor services.

Cons

usability is not perfect and the learning curve is a bit too high. There could be some usability testing done to improve this product.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Yes   No
Read more
Naveen Gajam

Service Now GRC is a perfect tool which we are looking for in terms of SOX compliance

2018-03-09

Excellent solution for SOX and other compliance monitoring solution

Pros

It has all the required features in terms of Internal controls monitoring and Risk Management, Interactive Dashboards etc.

Cons

Most features should be given for end user to configure.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

Using as a ticketing system for IT service management tasks

2017-12-04

Pros

ServiceNow is ITIL compatible tool for managing and tracing incidents and changes for your infrastructure

Cons

A bit poor reporting featured, we had to use third party reporting, to get everithing required by business.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Srajan Rastogi

Great tool for driving ITSM maturity

2017-12-11

Pros

My organization has application records for each support group and it is easy to navigate between requests and incidents and track project progress.

Cons

Sometimes information is not quickly accessible and some specific search strings are required to source reports and data and construct meaningful dashboard widgets.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
Read more
Adarsh Singh

Great incident management tool!

2017-12-11

Pros

We use it to track incidents all the way to managing our sprint cycles and work loads within IT.

Cons

Configuration and security are sometimes very difficult and need great effort.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
Read more
Eric Garrett

ServiceNow is a great ticketing system.

2018-06-06

Pros

ServiceNow is user friendly, dynamic, and has the capability of capturing as much data as we need to for reporting and tracking purposes.

Cons

The data is there, but it can be cumbersome to export to Excel.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Yes   No
Read more
Mitch Marcinauskis

ServiceNOW does not live up to the promises it makes

2018-06-19

One year later here is a small list of the problems we still have - unreliable and untrustworthy reporting - we have yet to be told the advantages of using catalog request vs Incidents - unwieldy interface that adds significant time to customer service - unable to create meaningful dashboards

Pros

-in app email capability with notification of response - allows cut and paste - Knowledge system is easy to access and edit

Cons

- no product support to company I work for - no SME's that can be contacted - no ability to have email quick parts - Search function is slow and and inefficient - changes to service catalog take way too long

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

1/10
Source: Software Advice
Helpful?   Yes   No
Read more
Manoj Krishnan

Helpful software for raising incidents and tracking the same.

2017-10-12

Reporting issues specific to software access, n/w issues to IT support team is quite easy through this software

Pros

I raise an incident on service now and customer support team track it and close the issue, sending me a notification about the same. 2.

Cons

For me, this software is primarily useful in reporting the issue.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Alissa Zerr

Use daily for a number of activities and teams.

2018-05-10

Pros

Easy to use submission of issue or service request and great tracking, reporting, and status tracking of requests.

Cons

I would love to be able to access directly from within some of the other applications I use.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
Read more
Vivek Kumar

Good but could be better

2017-11-07

Pros

The user interface is very intuitive.

Cons

Performance tends to slow down when loading high volume of data.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Shibu Samuel

Awesome SAAS solution for small and large enterprises

2018-04-27

Pros

No hardware and hardware maintenance cost, easy to use, easy to customize, less development and support efforts, tons of integration methods and tools = Happy Customer

Cons

Representation of CMDB relationships, help on CMDB, difficult to get reporting on child tables, not very useful help in child tables

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
Read more
Vivek Kumar

Great Product

2016-12-20

The other feature I really like is the integration with maps services like Google maps.

Pros

Good integrations with ITIL processes like incident management and other value added services like google maps.

Cons

Some menus are dense and are not as interactive as they could be.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
chetna mehrotra

good, but could be better

2017-11-23

easy and quick implementation. TIme to market is quick too

Pros

there are a lot of functionalities available out of box, especially around how to categorize different configuration items, the relationship of this module with Change management etc

Cons

Performance when loading a large amount of data suffers badly.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Monthly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
rahul jain

nice product

2018-01-10

very useful product

Pros

After we got the Service now tool it is easy to track the tickets and the section wise option gives to update the necessary fields.

Cons

some time facing problem in back button & redirecting in some other incident which react problem some time.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
Read more
Ewan Hruska

Verified Reviewer

Top Dog among Service Management Suites

2017-07-06

Most Service Management suites do ITIL for IT.

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...)

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

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering ServiceNow

Consider your 10 year plans when choosing a Service Management suite. While ServiceNow is pricey and does end up requiring dedicated admins and atleast shared devs/product owners, it is a real leader in this space and can help in centralizing support functions across your organization through a strong self-service portal, knowledgebase, and workflows. The CMDB is one of the best in the business. Still, if your company is small and you want pre-built configurations you might look at either ServiceNow Express or other solutions.

Source: GetApp
Helpful?   Yes   No
Read more
Anonymous
Incident Manager (Insurance company, 10001+ employees)
Verified Reviewer

Powerful

2018-04-21

Pros

ServiceNow helps us devise catalog requests, workflows, tasks, incident, change, event and numerous other ITSM related functions.

Cons

Complex reporting is impossible Development possibilities are limited for customers Documentation needs to be improved

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
Read more
Alejandro García

Service Now, the one that gathers them all

2017-10-19

We've been working along with servicenow for several years and we have more and more success digital transformations stories by building business improvement strategies upon the Servicenow Platform

Pros

Easy to use, deep dive, almost boundaryless ServiceNow software integrates a strong and robust collaborative service management engine, that allows almost all kind of organizations, no matter the economic sector, to optimize and automate any business and IT service through a full function collaborative tool set, such as Asset Discovery, service catalog, business rules definition, SLA's and analytics easy-to-build dashboards, not to mention the application development capabilities which stands as the ServiceNow main differentiators.

Cons

As any technology solutions, there is and will be room for improvement, starting with more built-in integration capabilities in order to simplify more complex implementations.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Yes   No
Read more
Atique Ali

Verified Reviewer

Good

2017-10-29

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: GetApp
Helpful?   Yes   No
Read more
Antonio Acosta

ServiceNow CSI

2018-02-26

CMDB solution part of the ServiceNow Instance that helps the organization to consolidate in a single system of record all the benefits of having the main applications of the ITSM side totally integrated.

Pros

As part of the ServiceNow Instance the ServiceNow CMDB is totally integrated to the main application of the ITSM side helping the support staff to related any issue (request, incident, problem, or change) to a particular CI previosly registered in the CMDB.

Cons

Have some high cost concern when you try to implement discovery tools for automatic cmdb population.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

Covers a variety of functions

2018-04-26

Pros

It is also a very good ticketing software with good tracking

Cons

It is slow when processing large amounts of data and it's not very intuitive when first working with it.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Pallavi Tammana

Easy to build application and customer support

2017-07-21

Pros

Building Dashboard for Customers is very easy and able to support Users with Customer Support is awesome.

Cons

Initial level of training is needed for Admins and also to the Users to get used with the built in functionality.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Cody Jensen

Easy to use, Full functionality, Great way for me to get work done efficiently.

2018-02-13

We are able to assist our employees that have any issue during their work day and respond in an appropriate time frame.

Pros

The ease of use and learning this program was fairly easy. The Tracking is amazing when it comes to keeping stats is great when it comes to year end reviews.

Cons

The one and only issue I have had with this software Is sometimes when tickets are submitted they do not come through, which causes some inconvenience. Other than that Its great!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Jen Klein

Not bad, but navigation could be improved

2018-05-11

Pros

It's a great tool for tracking tickets.

Cons

The search feature could also be improved.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Software Advice
Helpful?   Yes   No
Read more
Anonymous
Project Accountant (Civil Engineering company, 51-200 employees)
Verified Reviewer

Efficient software for large corporations

2018-03-16

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

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.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
Read more
Kevin Baldwin

ServiceNow for IT Service Management

2018-03-22

Pros

ServiceNow is a robust platform that allows users to customize their settings as well as use a variety of modules depending on the ITIL maturity of the organization.

Cons

The information is not always organized in the most concise way. Continuous usability testing could help improve this product a bit.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
Read more