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ServiceNow

ServiceNow IT Service Management

Composite Score

8.5 /10

CX Score

8.6 /10

248 Reviews Write a Review

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What is ServiceNow IT Service Management?

IT organizations want to deliver innovative business solutions, not spend time looking after infrastructure. And business users want services to be just as convenient as the ones they use in their personal lives. Our ITSM solutions give you end-to-end visibility into processes and infrastructure through a single system of record for IT. This enables you to consolidate and automate service management processes, increase efficiency, lower costs, and devote more time to innovating and creating the consumer-like self-service experience that users expect.

Company Details

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Awards & Recognition

ServiceNow IT Service Management won the following awards in the IT Service Management - Enterprise category

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2025 Emotional Footprint Champion

Latest Award, 2025

2025 Data Quadrant Champion

2025

4 Top Rated Capabilities

7 Top Rated Features

2025

2024 Emotional Footprint Champion

2024

2024 Data Quadrant Champion

2024

5 Top Rated Capabilities

7 Top Rated Features

2024

2023 Emotional Footprint Champion

2023

2023 Data Quadrant Champion

2023

7 Top Rated Capabilities

5 Top Rated Features

2023

Product Impact

2022

3 Top Rated Capabilities

6 Top Rated Features

2022

ServiceNow IT Service Management Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on ServiceNow IT Service Management.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

87 Likeliness to Recommend

97 Plan to Renew

80 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+83 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love ServiceNow IT Service Management?

5% Negative

5% Neutral

90% Positive

Pros

Reliable
Enables Productivity
Respectful
Helps Innovate

Feature Ratings

Average 83

Service Catalog

Integrated Knowledge Management

Reporting

End User Self Serve

Multi-Site Functionality

End User Support Solutions

Technician Administration

Systems Management Integration

Integration With IT Tools

Business Application Integration

Multi Device Capability

Vendor Capability Ratings

Average 78

Breadth of Features

Quality of Features

Business Value Created

Ease of Data Integration

Ease of IT Administration

Product Strategy and Rate of Improvement

Ease of Implementation

Usability and Intuitiveness

Availability and Quality of Training

Ease of Customization

Vendor Support

ServiceNow IT Service Management Reviews

Role: Information Technology
Industry: Transportation
Involvement: IT Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Jun 2020

ServiceNow is a good for you RUN group.

Likeliness to Recommend

5 /10

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Role: Information Technology
Industry: Insurance
Involvement: IT Development, Integration, and Administration

Validated Review

Anonymous Reviewer

Submitted Jan 2021

Easy to use, quality features

Likeliness to Recommend

8 /10

Pros

Continually Improving Product
Respectful
Helps Innovate
Reliable

Cons

Less Efficient Service

James W.

Role: Information Technology
Industry: Education
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jan 2021

Customizable and flexible

Likeliness to Recommend

10 /10

What differentiates ServiceNow IT Service Management from other similar products?

Customizable and flexible for a dynamic environment

What is your favorite aspect of this product?

Ease of use as a SaaS solution

What do you dislike most about this product?

It can be be confusing when working with both the scrum infrastructure (uses stories) and break/fix IT support (uses incidents). Stories can be created off incidents but also off of demands, change requests, etc. You can't turn an incident into a story and vice versa.

What recommendations would you give to someone considering this product?

Consider the SSO integration - it's great.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

ServiceNow IT Service Management

What is ServiceNow IT Service Management?

Company Details

Need Assistance?

Awards & Recognition

2025 Emotional Footprint Champion

2025 Data Quadrant Champion

2024 Emotional Footprint Champion

2024 Data Quadrant Champion

2023 Emotional Footprint Champion

2023 Data Quadrant Champion

ServiceNow IT Service Management Ratings

87 Likeliness to Recommend

97 Plan to Renew

80 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+83 Net Emotional Footprint

How much do users love ServiceNow IT Service Management?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Service Catalog Ability to request products and services through an online catalog that integrates into the ticketing system; may include an app store.

Integrated Knowledge Management Database integrated with ticketing system for sharing information between technicians, single source or able to federate multiple sources into a single search.

Reporting Straightforward data storage with ability to create any reports easily. Dashboards for any role with ability to easily build and modify.

End User Self Serve Intuitive portal designed for end users to create incident tickets, request services, and access status and FAQs.

Multi-Site Functionality Central management of dispersed technicians, multiple time zones, operational hours, and automated shift reassignments.

End User Support Solutions Tools to benefit end users such as single sign-on to self-serve, password reset, screen capture in ticket, dynamic FAQ matching to ticket key words.

Technician Administration Easily designed forms, templates, task management, and workflows using codeless customization.

Systems Management Integration APIs available for straightforward integration with multiple systems management tools such as network monitoring to create tickets for action items. May include aggregated alerts, views and dashboards

Integration With IT Tools Integration with tools to assist the user which enable connection from within the ticket, capturing information as it is created.

Business Application Integration APIs available for straightforward integration with multiple business systems such as ERP or CRM.

Multi Device Capability Intuitive interface for any device for any role (end user, technician, approver) providing access via web or native mobile app for end users and technicians.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

ServiceNow IT Service Management Reviews

ServiceNow is a good for you RUN group.

Likeliness to Recommend

Pros

Easy to use, quality features

Likeliness to Recommend

Pros

Cons

James W.

Customizable and flexible

Likeliness to Recommend

Pros

Most Popular ServiceNow IT Service Management Comparisons

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Feature Ratings

Service Catalog

Integrated Knowledge Management

Reporting

End User Self Serve

Multi-Site Functionality

End User Support Solutions

Technician Administration

Systems Management Integration

Integration With IT Tools

Business Application Integration

Multi Device Capability

Vendor Capability Ratings

Breadth of Features

Quality of Features

Business Value Created

Ease of Data Integration

Ease of IT Administration

Product Strategy and Rate of Improvement

Ease of Implementation

Usability and Intuitiveness

Availability and Quality of Training

Ease of Customization

Vendor Support