Most popular features of all IT Management apps
Requires iOS 10.0 or later. Compatible with iPhone, iPad, and iPod touch.
25 reviewers had the following to say about ServiceNow's features:
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
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
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
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
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
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
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
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
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
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
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
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
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
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
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
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
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
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
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
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
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
Likelihood to recommend
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
Time used: 1-2 years
Frequency of use: Monthly
Likelihood to recommend
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
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
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
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
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.
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
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
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
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
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
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
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
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
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
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
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
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
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
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
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
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
