ServiceNow IT Service Management Pros and Cons

The ease of use with regards to designing solutions to problems using the various forms and modules available to personalize them to your particular needs. Review collected by and hosted on G2.com.

The compatibility and knowledge needs to incorporate externally managed systems with ServiceNow ITSM in order to help automate particular solutions. With the more recent releases, the focus on knowledge of Glide to accomplish this has been cut down and more focused on the actual vision of what you'd like to be done. Review collected by and hosted on G2.com.

The most helpful aspect of ServiceNow IT Service Management at our organization is our ability to track and document changes and associate them with Problems. In a hospital setting, it is very vital that we are aware of all of the changes that may impact our patients. By using the Change control process, we are able to have change meetings to make all of our staff aware of anything that may impact business. Review collected by and hosted on G2.com.

The least helpful about IT Service Management would be our limited ability to associate problems to incidents. Review collected by and hosted on G2.com.

ServiceNow is a tool for future with addition of latest AI models in it.

It started as a ticketing tool and has now become a tool for various purposes, from maintaining our assets to ordering multiple services with a single click, which can be tracked under a single portal.

It also helps you maintain and track your tickets in your mobile app. Review collected by and hosted on G2.com.

There is nothing to dislike about ServiceNow. It is growing every day. They are coming up with their bug solutions in every new release.

The new ServiceNow version has bugs when it is released but it is fixed by providing us patches in few months. Review collected by and hosted on G2.com.

This application allows for recording of tickets into a database that provides easy reporting, trending, and easy historical records gathering for inspection purposes. The agent adaption phase is a bit difficult, as the power behind this application garners a fair learning curve. But once you get the IT team(s) on board, there is so much capability. The ITSM application has been a staple of our IT department and my dream is to try to bring the rest of our company together with the other ServiceNow applications. Review collected by and hosted on G2.com.

The Now platform is somewhat scary to first time users and the “newer” workspaces provide the ability to circumvent UI policies to mandate specific date. This, however is easily rectified by implementing data policies in lieu of UI policies. Review collected by and hosted on G2.com.

All actions and requests being accessible by all parties in an organization. Very organized and easy to use( once trained, lol)

I enjoy being able to document and log all incidents, change requests, and requests in one web portal, while being able to create custom dashboards and metrics. Review collected by and hosted on G2.com.

It is such a huge platform so it takes a while to get used to all the bells and whistles. User training is a must for all departments to utilize the platform to its full potential.

This is beast of a platform, but in a good way. Review collected by and hosted on G2.com.

We use ServiceNow throughout our organization to power workflows that automate processes that we do over and over. This frees up time and creates greater consistency in our work outputs. A great example is how we've automated onboarding our call center teams. ServiceNow workflows automate and orchestrate provisioning licenses and creating user accounts. Review collected by and hosted on G2.com.

ServiceNow is constantly innovating and announcing new features, but makes it very hard to know whether or not those features are included in your existing licensing. This makes it hard to get excited about the new features cuz you never know if there's something you're going to be able to really use or if it's something where you're going to have to spend a bunch of capital to license it for the business Review collected by and hosted on G2.com.

Easy with which ITSM can be managed using ServiceNow.

RPA and Now Assist makes the job of support personnel effective and less time consuming. Review collected by and hosted on G2.com.

the ever increasing license cost. The pricing of bundled plugins need to be varied across the features and need urgent competitive re pricing.

Customer support for custom apps need to be enhanced. Review collected by and hosted on G2.com.

ITSM (as you well know) is a collection of framework workflows. The how leaves some room for interpretation / implementation creativity. A good idea in one workflow may cause confusion in other workflows as the understand of the workflows evolve. Using ServiceNow IT Service Management gives a holistic approach to IT Service Management in a way that allows you to focus on the what and value of ITSM v. getting bogged down in the philisophical aspects of the how. Review collected by and hosted on G2.com.

NA. I see their approach as great. The workflows are scalable and interact without the often glitchy issues many products reliant on 3rd party add-ons have. Review collected by and hosted on G2.com.

After using several other products, moving to ServiceNow IT Service Management has made life so much easier! It is setup with ITIL best practices in mind. And there are so many ways to get things done - it all depends on your comfort level with configuring or customizing. Review collected by and hosted on G2.com.

Sometimes having multiple ways of doing things can create a process issue with our users. Each administrator of the system has their own way of getting things done and all of us help our users get their work done. Sometimes this creates confusion for our users. Review collected by and hosted on G2.com.

I've been using ServiceNow Service Management tool in my role as an ITSM & IT Operations Manager, and it has been a game changer. The tool is robust and offers great capabilities that have significantly streamlined our processes. I'm particularly excited about the upcoming AI technology integration, which I believe will take our efficiency to the next level.

Highly recommend it! Review collected by and hosted on G2.com.

I do not see any improvement point related to rhe services I use. Review collected by and hosted on G2.com.