ServiceNow

ServiceNow Facility Management


4.5 / 5
75 reviews

Who Uses This Software?

Designed for all enterprises, it is a cloud-based facility management software that helps improve resource utilization to reduce operational expenses and prioritize services as per companies.


Average Ratings

75 Reviews

  • 4.5 / 5
    Overall

  • 4 / 5
    Ease of Use

  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Pricing Details
    Contact ServiceNow for pricing details.
  • Deployment
    Cloud, SaaS, Web

Vendor Details

  • ServiceNow
  • www.servicenow.com
  • Founded 2003
  • United States

About ServiceNow Facility Management

Software that generates alerts and incidents based on IT events. Helps you to understand the impact of these events on your business.


ServiceNow Facility Management Features

  • Commercial Properties
  • Equipment Management
  • Facility Scheduling
  • Fixed Asset Management
  • For Schools
  • Incident Management
  • Inspection Management
  • Inventory Control
  • Preventive Maintenance
  • Residential Properties
  • Room Scheduling
  • Space Management
  • Vendor Management
  • Visitor Management
  • Work Order Management

ServiceNow Facility Management Reviews Recently Reviewed!


ServiceNow is premier and get better with every release

Oct 23, 2018
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: Overall an excellent product.

Pros: Highly scalable and provides modular solutions for implementing service based best practices across the enterprise. Initially focused on ITIL it has expanded to include ITOM, ITSM, and ITBM functions. Out of the box solutions for other areas of the enterprise including HR, Security, Governance, Finance, and CSR. The platform itself allows development using standard web technologies and programming skills and they offer a vast documentation library and vibrant community of developers and users. Their support is top notch and they are always quick to respond.

Cons: Their pricing model is complex and unwieldy. It can be very hard to determine which features you actually have access to. Some of the features which seem like they should be part of the base product functionality are split into sub-modules at additional cost. This can give the impression that you are being nickeled and dimed for every little feature. Inquiring about instance capabilities of technical staff is always referred to your sales rep. Early adopters who did a lot of customization can find themselves in a lot technical debt prior to ServiceNow's current guidance of best practices. Some of the earlier product design decisions have sometimes forced compromises to be implemented for product growth. This can create some ambiguous methods non-intuitive workarounds to be employed in development. Their documentation can be somewhat sparse on examples or use cases for particular API or feature specific applications. Finally, since the product can become the core of so many areas of the enterprise, it can require quite a large investment in support resources and it requires these resources to understand SaaS management differences vs traditional application support development.

Top Dog among Service Management Suites

Jul 06, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: An extremely robust platform with customization galore and full features comes at a cost but with very little holding it back. ServiceNow can really help on any ITIL initiatives and centralization of services. The unique focus of ServiceNow beyond just IT, is where its strengths lie. Most Service Management suites do ITIL for IT. ServiceNow takes the lessons learned from ITIL and extends them to the rest of the org (especially but not limited to Facilities and HR). Really built for Mid to Large Businesses.

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...) Best in the business system architecture (fully redundant instances) HI Administration portal and ServiceNow support are top notch Service Now community is extremely active Docs site (formerly wiki) well updated and complete. Great organization and User groups You get a cake upon launch! Extensive Integration capabilities

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

Recommendations to other buyers: 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.

Hyper-Functional Ticketing System

Jul 11, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
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Comments: Overall, this works as a great ticketing system. It also has some light task/project management functionality that we're only beginning to explore.

Pros: As customizable as you need. Our Supply Chain Contact Center uses ServiceNow as their ticketing system. They're able to capture the source of the ticket (email vs phone), responsible parties, root cause, category and sub-category of issue, comments, and more. It's phenomenal. They've begun to use it to assign tasks from their department to other departments. This is a huge boost to their reporting capabilities, as they can now get a truer picture of their ability to hit SLAs. Our Process Optimization team is ramping up to use this to track reporting and project requests. Another stellar feature is ServiceNow's document repository. We're able to store training or case documents within ServiceNow, and then, when a rep types in their comments, ServiceNow actually displays related training and case documentation at the bottom of the page so the rep can review related documentation and resolve their tickets more quickly.

Cons: While ServiceNow has been wonderful for our Supply Chain Contact Center, it hasn't worked as well for our Security team, but I believe this has to do with how they've customized it for their own uses. For instance, my department will open a ticket for a new hire to receive proper system access, and we put the new hire's start date in the original ticket. Well, the original ticket isn't what's actually assigned to the Security Analyst - a sub-task is assigned, and the new hire's start date doesn't copy down to that sub-task. Consequently, Security Analysts often have to reach out to us to get information we already put in the ticket. Again, I think this has to do with how the system has been customized for their use.

Great for assigning jobs and direct communication; dense UI missing common features

Nov 11, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: Overall this is a fantastic product. It frees up developer resources by taking on administrative and organization responsibilities, connects end users with developers through a consistent interface with straightforward prompts that reduce communication errors and adhere to policies and prevents logjams and delays by implementing a normalizing the request and delivery process so task can be consistently assigned to the appropriate person based on workload, importance, resource needs, etc. The UI issues are irritating, but they do not reduce performance significantly, and they do not impede the product's superior performance with regards to the intended results.

Pros: All users work in the same interface, creating a pretty seamless pipeline between end users and departments that identify a need and the department and content manager responsible for the requestors need. ServiceNow handles most of the administrative duties, documentation, and organization for tasks/projects from step-by-step request submission, to manager approval, to task creation and delivery, ensuring timely communication and adherence to procedure, while freeing up development time.

Cons: Although the User Interface is straightforward for most tasks and consistent among all users, there are many rudimentary features that are either buggy or absent. For example, when a task is submitted, both a "request" and a "task" are assigned. They are identical and both must be filled out to close the job, but they do not interact with each other and one can be closed and the other open in the system. Similarly, there are no steps between completing and closing a task, but submitting a task as complete does nothing but refresh the page and change the "complete" option to "close." It doesn't not even populate the completion time.

Service Now, the one that gathers them all

Oct 19, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Comments: 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: ServiceNow is a Service Management Platform, ranked by Gartner just as the #1 in the global market of digital service management platforms. 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.

ServiceNow is better than Remedy and HPSM

Jun 25, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I have been avid ITIL practitioner and have been using various products in various companies of my job experience. ServiceNow supports ITIL processes completely and most efficiently where there are minor drawbacks. The level of compromise required to enable processes efficiently is less as compared to Remedy and HPSM. Service Now has harnessed the power of virtual assistants which is yet being explored by other companies. The ease of set-up and manageability makes configuration of ServiceNow a cake-walk.

Cons: If you are new to service management processes, the plethora of services will leave you confused. Configure one process and explore them in and out before moving into another process. Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects. integration with risk management could have been made simpler to show the mapping of technical risks to business risks.

Helpful software for raising incidents and tracking the same.

Oct 12, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: 1. As I'm working in IT industry, many times I need help regarding hardware, software access, or reporting network issues. I don't need to call the customer support. 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. I don't need separate login and password. Once I click on the service now, it automatically logs in using windows login/password.

3. The format for raising the incident is good and it covers all important input from the users.

Cons: 1. I felt that there is a lot of scope for improvement in GUI font, colour choices and options on the homepage.

2. I have observed issues in the loading of its web pages intermittently.

3. For me, this software is primarily useful in reporting the issue. I was expecting a visible direct link for it on the homepage. However, I have to go to "get help", and then we can see its option.

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

Overall Good SaaS & PaaS tool to handle ITSM processes

Oct 31, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: 1) Covers most of the ITSM process required in an organization 2) Platform allows development using latest web technologies and supports integration with 3rd party apps 3) ServiceNow Customer Support team is very much good at resolving any issues/tickets 4) Good application as SaaS and PaaS 5) Allows customizations to out of box script components and enhancements

Cons: 1) Cost could be one factor which they need to improve upon 2) Upgrade activity requires lot of efforts 3) Sometimes the code/script may break while it was working earlier well 4) Requires good training to be given to non-technical staff for proper use of tool

An awesome saas and paas application

Oct 08, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: It's an very demanding cloud platform. They also offers you to provide various commercial scope application platform as well.

Pros: 1) An awesome application as Saas and Paas as well, Good inerface, user friendly and easy to use. 2) Due to backend code in jaava and JavaScript it is very flexible. 3) Cloude data and services is simply awesome. 4) The best thing is its also supports to integrate autoCAD as well.

Cons: 1) To implement discovery tool for automatic cmdb population have some hogh cost concern. 2) When you using a UI action which has script inside it freezes the screen. 3) Upgrade to an instance will become quite hectic.

Capterra loader

ServiceNow CSI

Feb 26, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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. You can record the CIs and their relationship in order to check how was deployed in the company infrastructure an specific CI and check the Impact of having a incident, problem or change related to this Configuration Item. You can populate the CMDB using differents approachs, The graphical representation on the CI and their relationships.

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

Overall: 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.

Servicenow -Configuration Mgmt.: Review

Jan 24, 2019
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: This is a fantastic tool to capture all aspects of Configuration management

This tool is in line with other industry standards such as ITIL

Large variety of reports can be generated & can be scheduled to your email IDs

Customized dashboard to see your most favorite items in "One Click"

Cons: Integration with external software can be made more easier

The filter criteria for search selection selection can be improved

Overall: Overall experience with this tool is great as I need all what I need for my day-to-day work requirements such as periodic notifications, reports, graphs to my e-mail.

ServiceNow does the job, and does it pretty well

Nov 20, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: ServiceNow does make it simple to assign requests, track workflows and any changes to the request. It makes it easy to communicate and resolve issues. Also makes it simple to manage your own workflow and tasks.

Cons: One thing about ServiceNow is that it can be more trouble than it's worth to track every ticket. Some requests simply aren't worth the time it takes to fully utilize the system. ServiceNow also does not have a great dashboard or summary of data. You can get there, but it's not as neat as it could be.

Good IT service management tool

Dec 27, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: ServiceNow is a mostly a pretty good IT service management system. I work in IT and all of us use ServiceNow to input and manage tickets. I like that I can pop open a screen and see all my open tickets in one place. The ticketing interface is straightforward, and I like that I can add internal notes and assign priority ratings to my various tasks. I think most users have been very happy using it.

Cons: My only criticism is that it could use some help as far as navigation goes. There seems to be a lot of menu items/setting that I don't use or don't know where to find. Would like a cleaner look.

Great ITSM Tool for Service Desk Deployment

Mar 18, 2019
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: I´ts been great. This is our first ticketing tool for our new service desk service, and Service Now has been a great help to shape our service model and metrics.

Pros: The ease of use is the best with Service Now. From the ticket creation up to building KPI reports, you can feel that the Service now was design for a great user experience. Web tickets feature is great, Backlog management, Incident, Problem, and Request management is all there in a very complete and intuitive way. The fact that it offers templates was really helpful since we are deploying a brand new service desk service on our company.

Cons: Since it´s web based there could be some incompatibility and web page display issues on some browser and Operative Systems.

Good ticketing system

Oct 06, 2018
4/5
Overall

2 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Service now it is a robust platform that can be customized to your company needs and processes. Can be integrated with others systems you use, and workflow are easily definable for approvals

Cons: Easy of use and UI are not the greatest. I think the company needs to invest in this area. While it is understandable on how it needs to be used after some training it is not straight forward.

Easy to use and easy to submit tickets

Jun 28, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: It's very easy to configure for submitting IT or help desk requests and can be fully customized to whatever your need is. We have a lot of server and folder access requests and this makes it easy to follow.

Cons: It could use more help screens or information tabs when requesting help tickets. We do get feedback that some of the prompts could be more explanatory.

nice product

Jan 10, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: very useful product

Pros: We used to get tickets for various amends and questions on functionality in mainframe environment. It was difficult to manage all the work manually and it took time to keep all the work in track. 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. It is very user friendly and flexible.

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

Awesome SAAS solution for small and large enterprises

Apr 26, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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

Single Source of truth

Jan 09, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy of use, everything is a table in ServiceNow and CMDB is no exclusion which makes it super easy to understand and relate things to.

Single source of truth which can visualize you all the strings attached to an item in CMDB

Cons: Things are not so easy to operate at scale

Performance especially degrades a bit as your CMDB grows and scales in size

Overall: We maintain all our servers and databases and customers in extended tables from CMDB which helps to maintain our data integrity

ServiceNow for IT Service Management

Mar 22, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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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.

Service-Now is great

Nov 30, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: * Can be customized for your business to needs * Easy to use * Can be implemented in pretty much any industry that needs a ticketing system

Cons: * The ability to see who else is updating a ticket the same time as you seem a little weird to me but it also helps with people not wasting time.

Great tool for driving ITSM maturity

Dec 10, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: With ServiceNow you get efficient service management across the lifecycle of an incident. I really like search and category features. 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.

ServiceNow

Apr 18, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: good reporting capabilities allow users to monitor services. Reports are customizable and easily filterable.

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.

Great incident management tool!

Dec 10, 2017
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I love the hidden capabilities and functionality that this tool has. We use it to track incidents all the way to managing our sprint cycles and work loads within IT.

Cons: There are limitations in the ServiceNow reporting functionalities. It is not easy to create reports and dashboard in ServiceNow. Configuration and security are sometimes very difficult and need great effort.

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

Feb 13, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I love how once a ticket is submitted how fast it comes through to me. 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!

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

ServiceNow is a great ticketing system.

Jun 06, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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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 only thing I can think of as a possible con is the ease with which reporting data can be captured. The data is there, but it can be cumbersome to export to Excel.

Powerful

Apr 21, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: ServiceNow helps us devise catalog requests, workflows, tasks, incident, change, event and numerous other ITSM related functions. Allows basic customization

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

Good

Oct 29, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Great system

Jul 05, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I have been using ServiceNow for several months and I can confidently say that this is a very good system. It works great in our environment.

Cons: The ServiceNow implementation was very successful in our organization. In my opinion the system has no major defects.

Covers a variety of functions

Apr 26, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

Pros: We successfully use it in conjunction with the vRealize suite for cloud automatization. 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.

Can be improved

Aug 28, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: There's a corresponding mobile application.

Cons: Not very user friendly for setup and searches.

Use daily for a number of activities and teams.

May 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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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. This is not currently available

Facilities Mgmt tool

Nov 14, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: the ability for each team to customize the application to meet our needs across the organization

Cons: I don't find it to be overly user friendly, seems clunky to me. A lot of clicking on things to get all needed information

Easy to build application and customer support

Jul 21, 2017
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Building Dashboard for Customers is very easy and able to support Users with Customer Support is awesome. Tickets will be auto generated and assigned and able to track the progress easily

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

Best ITSM Platform

Jul 02, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: We introduced all modules of the organisation under one platform.

Pros: User Friendly Every module under one platform AI, Knowledge Mgmt, Itsm, CSM etc.

Cons: Licensing limitations Costly Every year it gets upgraded which costs a lot to the existing users

SNOW cmdb capabilities

Mar 12, 2019
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The availability of features to clearly distinguish your asset inventory both hardware and software along with the SaaS offering to link with other SNOW products.

Cons: Nothing at the moment but may be pricing can be something which can be revised

ServiceNOW does not live up to the promises it makes

Jun 19, 2018
2/5
Overall

1 / 5
Ease of Use

2 / 5
Features & Functionality

1 / 5
Customer Support

1 / 5
Value for Money
Likelihood to Recommend: 1.0/10 Not
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Comments: my department has been using Service Now for almost a year and I have to say it is without a doubt the worst implementation I have ever been through. We were told that SN was "revolutionary" and "World Class". 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

Good CMDB solution

Sep 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: Pretty fast and responsive and ease of customisation.

Cons: Nothing really. Its the best CMDB system that I have used

Needs improvements, but has potential

Jun 25, 2018
3/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

1 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: We use this tool to monitor services andIt has'sProven to be useful.I like the reports it generates, and the ability to escalate. The ticketing system is especially useful.

Cons: Very disappointed with customer support, we had to wait 2 to 3 days for a response. Unacceptable. We've also had problems with high reloads, but that just might be par for the course.

Overall: Excellent ticketing and escalation system.

Not enough bang for your buck

Jul 11, 2019
4/5
Overall

4 / 5
Ease of Use

2 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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Pros: The interface was very clean, simple and easy to use. Speed was not an issue but, being cloud-based, this will depend on the internet connection. There are no shortage of options and add-ons which can be great if the value is justifiable and the budget allows for it.

Cons: Every option and addition were cost-prohibitive. For any kind of automation to occur, a secondary module is required at almost the same price as the base module. This is only one example of the a la carte nature of ServiceNow. Compared to other applications that include these features, it can be up to 3x the cost.

Good software to manage out ticket system

Feb 02, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: ServiceNow is very good software to handle our daily Change ticket system. It is easy to use and very well organized.

Cons: Given so many features are available, sometimes it is hard to find what you are looking for. The GUI can be improved.

Efficient software for large corporations

Mar 15, 2018
5/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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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: EVERYTHING has to go through service now, even if it's a simple questiokn that can be answered in a minute. 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.

Really simplifies IT requests

Oct 07, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: Using ServiceNow really simplified making any IT requests we had at our company. Made it super easy to get things done!

Cons: No cons except that I feel this sort of software could be used for teams other than just IT. Would be great for any team managing internal requests.

When you get limited in SaaS, explore ServiceNow

Jun 08, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I think, Service Now has been made to overcome all the limitations of SaaS providers from a market like Salesforce.

Cons: Personally, I don't like their UI theme but yes they have good UX.

Very good cloud based services

Jan 22, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: I used to deal with HPE/MicroFocus tools which are great, however with ServiceNow service you can build entire ITSM services in a very good way and easier and customize it as you need to meet your org need.

Cons: It is not very easy to deal with especially it you are new to ServiceNow UI The trainings are very expensive if you dont have a good deal for it, it will costs a lot.

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

Mar 09, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: 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: Product is little slow to use. cannot interact with other systems like SAP or other ERP. Most features should be given for end user to configure.

Service Now as a way to track tasks

Aug 04, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: What I like about ServiceNow is that you can track your tasks and others, know how much time did it take to complete a task and review your load on the dashboard

Cons: At the beginning is not so easy to understand. Specially the testing category. But it will take only a couple of tries to understanding.

Not bad, but navigation could be improved

May 11, 2018
3/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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Pros: It's a great tool for tracking tickets. Much better than what I used at a previous employer. The task board is a good visual representation of work that is assigned to my business unit.

Cons: Way too many features makes navigating ServiceNow difficult. There's no clear path to get from point A to point B. The search feature could also be improved. The overall aesthetics leave little to be desired.

Very effective service desk platform

Jul 06, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: One of the best tool for ITSM

Pros: One of the best service desk tool for managing complex service desk and IT service management environments comprising of medium to large user base and CMDB

Cons: A little complex for non technical staff due to multiple or more option and not so user friendly interface

Great Product

Dec 20, 2016
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

Overall: ServiceNow facilities management is a great product. Features like integration with ITIL processes like incident management, facilities management makes tracking of problems with facilities very easy. The other feature I really like is the integration with maps services like Google maps. I would like to see menus to be more interactive.