ServiceNow


What is ServiceNow?

"ServiceNow is a cloud-based service management, IT operations management, and business management platform."

ServiceNow is a comprehensive platform that helps organizations take care of their professional process management sphere. Beside Business Process Management, this solution also provides asset management, change and release management, as well as problem management.

This service is mostly dedicated to small and medium-sized enterprises, although their customers can be large organizations too, mainly in financial, healthcare, education, and government field. ServiceNow also allows users to generate a catalog of hardware products, a wide array of custom reports, customer service management, as well as performance analysis.

Another prominent feature of this suite is its incident management ability. Based on that, IT departments can capture incidents using the self-service portal, email, chat, and phone. ServiceNow also captures all the IT costs, making data ready for various charts and reports.


ServiceNow scored 87/100 in the IT Service Management (ITSM) category. This is based on user satisfaction (82/100), press buzz (53/100), recent user trends (rising), and other relevant information on ServiceNow gathered from around the web.

The score for this software has improved over the past month. What is this?


ServiceNow Awards

ServiceNow IT Service Management (ITSM) Software Award 2020 ServiceNow Knowledge Management Software Award 2020 ServiceNow Quality Choice Badge 2020 ServiceNow Trusted Vendor Badge 2020
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IT Service Management (ITSM) Market Radar

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ServiceNow Product Overview

  • Incident management

  • Change management

  • Problem management

  • Asset & configuration management

  • Service catalog

  • Knowledge management

  • Notifications

  • Escalations

  • Reporting

  • Service level management


Languages: English, Dutch, French, German, Italian, Japanese, Portuguese, Spanish

IT Service Management (ITSM) Software Buyer Guide 2020

Product recommendations, vendor rankings, market overview and tips on how to select IT Service Management (ITSM) software for business. Published in July 2020.

Broadly, IT service management refers to the way in which IT services are planned and delivered to end users within an organization. This software category covers a wide range of products, with different products focusing on different aspects of ITSM, such ...

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ServiceNow Features

  • 2-Factor Authentication
  • Anti-Virus
  • API
  • Batch Permissions & Access
  • Chat
  • Contact Management
  • Contact Sharing
  • Customer Management
  • Data Export
  • Data Import
  • Document Comparison
  • Email Integration
  • External Integrations
  • File Sharing
  • File Transfer
  • Google Apps Integration
  • History/Version Control
  • Multi-User
  • Notifications
  • Password & Access Management
  • Project Management
  • Organization Management
  • Malware Protection
  • SAP Integration
  • Bug Tracking
  • Mobile App
  • Process Modeling
  • Form Builder
  • Process Reporting
  • Workflow Management

ServiceNow FAQs

Does ServiceNow integrate with any other apps?

Integrations: Altiris (version 6.5), Google Maps, Google Custom Search, IBM Tivoli Netcool/OMNIbus, Incident, Microsoft, Microsoft SCOM, Verizon eBonding, Ariba, AT&T eBonding, BMC Remedy, Borland Starteam, CA Service Operations Insight (SOI) – POV, Centennial, CiscoWorks, Clarify, Dell AlertFind, Eloqua, EMC nLayers, EMC Smarts, EMC Smarts ADM, HDI Survey, HP OpenView Operations, HP OpenView ServiceDesk
HP Service Manager 7, IBM Tivoli Access Manager, LPI Level Platforms, ManageIQ EVM, Manhattan Software, CenterStone, Microsoft Biztalk (Getronics), Microsoft Identity Integration Server (MIIS), Microsoft Outlook, Nimsoft Integration, Novell eDirectory 6.5, Oracle Financials (ERP), Oracle PeopleSoft

Does ServiceNow offer guides, tutorials and or customer support?

Support: Email Support, Phone Support, Community, Resource Center.

Who are the main user groups of ServiceNow?

Main users of ServiceNow are small and medium-sized companies.

What is ServiceNow generally used for?

This service is generally used for IT service management.

Does ServiceNow offer multi-user capability (e.g. teams)?

Yes.

Does ServiceNow offer an API?

ServiceNow offers a set of RESTful APIs.

What platforms does ServiceNow support?

ServiceNow is a web-based software, but it offers native iOS and Android apps.

ServiceNow User Reviews

Average User Rating:
4.1/5 based on 379 user ratings.
Your Rating:
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What do you like about ServiceNow?

ServiceNow does a great job creating a one-stop shop for ticketing for any large or small organization. The system has the ability to easily scale to internal and external customers. ServiceNow integrates very well with Microsoft Active Directory. Request Management: The ServiceNow front catalog is a fantastic approach to costs to expose the repetitive functions that your organization can offer your company. Cost / chargeback functions can be included effortlessly. Baking knowledge throughout the catalog as an experience (to promote self-service) is easy. If you can organize your team into repeatable processes, ServiceNow can take everyone out of email and spreadsheets, and take them to a fully transparent, documented and automated workflow to deliver every step of that process. Alerts / Monitoring: ServiceNow provides the tables / functionalities you would need to store, organize and report on all monitoring tools in your portfolio. Importing information into ServiceNow is decidedly easy.Enriching the data within ServiceNow is simple and benefits from all other content related to the company / infrastructure that it stores on the platform. The use of Discovery together with the monitoring tools provides the capabilities and flexibility necessary to protect and execute the daily operations necessary to support a growing and prosperous company that is Wayfair. CMDB / Discovery: Very easy, licensing the technology that comes with Discovery is the easiest decision you can make to provide the level of support, transparency and consistency your infrastructure teams need to stay ahead of the problem ... and act quickly when they are happening organize and report on all monitoring tools in your portfolio.

What do you dislike about ServiceNow?

The ServiceNow knowledge base is limited for self-learning on how to use its functions. ServiceNow sometimes has a very linear approach to some workflows or tasks where there could only be one child / parent relationship. The features of ServiceNow for Project Management fulfill their function is quite cumbersome. The appearance of dependencies or the options of predecessors or successors are quite limited. It is more focused on planned hours versus hours worked than dependencies. ServiceNow customer service is unpredictable. They could serve to have more self-help articles step by step. ServiceNow needs to have better export or import features for its Project Management module.

3/5
Usefulness
3/5
Ease of use
3/5
Value for money
2/5
Customer service
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