ServiceNow Facility Management Ratings

Overall
4.3/5
Ease of Use
4.1/5
Customer Service
4.1/5

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. Learn more about ServiceNow Facility Management

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Showing 50 of 75 reviews

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Company Size
Reviewer's Role
Length of Use
Frequency of Use
Rennie S.
Solution Architect
1001-5000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
3/5
Customer Service
4/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: SoftwareAdvice
October 23, 2018

“ServiceNow is premier and get better with every release”

OverallOverall an excellent product.
ProsHighly 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.
ConsTheir 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.
Reviewer Source 
Source: SoftwareAdvice
October 23, 2018
Ewan H.
Sr. Manager, IT Services
Management Consulting, 1001-5000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
3/5
Likelihood to Recommend
9/10
Source: GetApp
July 6, 2017

“Top Dog among Service Management Suites”

OverallAn 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.
ProsITIL 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
ConsCost 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 buyersConsider 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.
Source: GetApp
July 6, 2017
Alex T.
Process Analyst
Medical Practice, 10,001+ employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Features
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: SoftwareAdvice
July 11, 2018

“Hyper-Functional Ticketing System”

OverallOverall, this works as a great ticketing system. It also has some light task/project management functionality that we're only beginning to explore.
ProsAs 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.
ConsWhile 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.
Reviewer Source 
Source: SoftwareAdvice
July 11, 2018
Brian C.
Sr. Health data analyst
Medical Practice, 10,001+ employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
3/5
Features
4/5
Value for Money
3/5
Likelihood to Recommend
7/10
Reviewer Source 
Source: SoftwareAdvice
November 11, 2018

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

OverallOverall 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.
ProsAll 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.
ConsAlthough 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.
Reviewer Source 
Source: SoftwareAdvice
November 11, 2018
Alejandro G.
Presales Manager
Computer Software, 201-500 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: SoftwareAdvice
October 19, 2017

“Service Now, the one that gathers them all”

OverallWe'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
ProsServiceNow 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.
ConsAs 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.
Reviewer Source 
Source: SoftwareAdvice
October 19, 2017
Verified Reviewer
Government Administration, 10,001+ employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: GetApp
June 25, 2018

“ServiceNow is better than Remedy and HPSM”

ProsI 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.
ConsIf 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.
Reviewer Source 
Source: GetApp
June 25, 2018
Manoj K.
Lead Engineer
Information Technology and Services, 1001-5000 employees
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
October 12, 2017

“Helpful software for raising incidents and tracking the same.”

OverallReporting issues specific to software access, n/w issues to IT support team is quite easy through this software
Pros1. 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.
Cons1. 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.
Reviewer Source 
Source: Capterra
October 12, 2017
Ankur B.
Developer
Computer Software, 201-500 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: SoftwareAdvice
October 31, 2018

“Overall Good SaaS & PaaS tool to handle ITSM processes”

Pros1) 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
Cons1) 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
Reviewer Source 
Source: SoftwareAdvice
October 31, 2018
pratik m.
DevOps Engineer
Computer Software, 51-200 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
4/5
Customer Service
4/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: SoftwareAdvice
October 8, 2018

“An awesome saas and paas application ”

OverallIt's an very demanding cloud platform. They also offers you to provide various commercial scope application platform as well.
Pros1) 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.
Cons1) 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.
Reviewer Source 
Source: SoftwareAdvice
October 8, 2018
Ritesh G.
Consultant
Information Technology and Services, 10,001+ employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
4/5
Customer Service
4/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
January 24, 2019

“Servicenow -Configuration Mgmt.: Review”

OverallOverall 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.
ProsThis 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"
ConsIntegration with external software can be made more easier The filter criteria for search selection selection can be improved
Reviewer Source 
Source: Capterra
January 24, 2019
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Antonio A.
ITSM Specialist
11-50 employees
Used the software for: 6-12 months
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
February 26, 2018

“ServiceNow CSI”

OverallCMDB 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.
ProsAs 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.
ConsHave some high cost concern when you try to implement discovery tools for automatic cmdb population.
Reviewer Source 
Source: Capterra
February 26, 2018
Carl H.
Business Process Analyst
Utilities, 10,001+ employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
3/5
Customer Service
4/5
Features
4/5
Likelihood to Recommend
7/10
Reviewer Source 
Source: SoftwareAdvice
November 20, 2018

“ServiceNow does the job, and does it pretty well”

ProsServiceNow 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.
ConsOne 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.
Reviewer Source 
Source: SoftwareAdvice
November 20, 2018
Jen K.
Marketing Database Analyst
Banking, 501-1000 employees
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
3/5
Features
3/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: SoftwareAdvice
December 27, 2018

“Good IT service management tool”

ProsServiceNow 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.
ConsMy 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.
Reviewer Source 
Source: SoftwareAdvice
December 27, 2018
Verified Reviewer
Information Technology and Services, 1001-5000 employees
Used the software for: 6-12 months
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: GetApp
March 18, 2019

“Great ITSM Tool for Service Desk Deployment”

OverallI´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.
ProsThe 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.
ConsSince it´s web based there could be some incompatibility and web page display issues on some browser and Operative Systems.
Reviewer Source 
Source: GetApp
March 18, 2019
Verified Reviewer
Information Technology and Services, 5001-10,000 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
2/5
Customer Service
4/5
Features
4/5
Value for Money
3/5
Likelihood to Recommend
7/10
Reviewer Source 
Source: GetApp
October 6, 2018

“Good ticketing system”

ProsService 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
ConsEasy 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.
Reviewer Source 
Source: GetApp
October 6, 2018
Joseph R. S.
Senior Investigations Analyst
Retail, 10,001+ employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Features
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: GetApp
June 28, 2019

“Easy to use and easy to submit tickets”

ProsIt'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.
ConsIt 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.
Reviewer Source 
Source: GetApp
June 28, 2019
rahul j.
software engineer
Computer Software, 5001-10,000 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
4/5
Customer Service
4/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: SoftwareAdvice
January 10, 2018

“nice product ”

Overallvery useful product
ProsWe 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.
Conssome time facing problem in back button & redirecting in some other incident which react problem some time.
Reviewer Source 
Source: SoftwareAdvice
January 10, 2018
Verified Reviewer
Computer Software, 5001-10,000 employees
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
5/5
Customer Service
5/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
January 9, 2019

“Single Source of truth”

OverallWe maintain all our servers and databases and customers in extended tables from CMDB which helps to maintain our data integrity
ProsEasy 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
ConsThings are not so easy to operate at scale Performance especially degrades a bit as your CMDB grows and scales in size
Reviewer Source 
Source: Capterra
January 9, 2019
Kivia O.
Technical Support Analyst at CSC
Entertainment, 10,001+ employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Features
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: GetApp
November 30, 2018

“Service-Now is great”

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.
Reviewer Source 
Source: GetApp
November 30, 2018
Shibu S.
Program Manager
Computer Software, 10,001+ employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
4/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: SoftwareAdvice
April 26, 2018

“Awesome SAAS solution for small and large enterprises ”

ProsNo hardware and hardware maintenance cost, easy to use, easy to customize, less development and support efforts, tons of integration methods and tools = Happy Customer
ConsRepresentation of CMDB relationships, help on CMDB, difficult to get reporting on child tables, not very useful help in child tables
Reviewer Source 
Source: SoftwareAdvice
April 26, 2018
Kevin B.
Manager
Medical Practice, 10,001+ employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Features
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: SoftwareAdvice
March 22, 2018

“ServiceNow for IT Service Management”

ProsServiceNow 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.
ConsThe information is not always organized in the most concise way. Continuous usability testing could help improve this product a bit.
Reviewer Source 
Source: SoftwareAdvice
March 22, 2018
Srajan R.
SE
Computer Software, 10,001+ employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
4/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: SoftwareAdvice
December 10, 2017

“Great tool for driving ITSM maturity”

ProsWith 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.
ConsSometimes information is not quickly accessible and some specific search strings are required to source reports and data and construct meaningful dashboard widgets.
Reviewer Source 
Source: SoftwareAdvice
December 10, 2017
Kevin B.
Manager
Medical Practice, 10,001+ employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Features
4/5
Likelihood to Recommend
8/10
Source: SoftwareAdvice
April 18, 2017

“ServiceNow”

Prosgood reporting capabilities allow users to monitor services. Reports are customizable and easily filterable.
Consusability is not perfect and the learning curve is a bit too high. There could be some usability testing done to improve this product.
Source: SoftwareAdvice
April 18, 2017
Adarsh S.
SE
Computer Software, 10,001+ employees
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
5/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: SoftwareAdvice
December 10, 2017

“Great incident management tool!”

ProsI 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.
ConsThere 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.
Reviewer Source 
Source: SoftwareAdvice
December 10, 2017
Cody J.
Facilities Specialist
Unspecified
Used the software for: 6-12 months
Overall Rating
4/5
Ease of Use
5/5
Customer Service
4/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
February 13, 2018

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

OverallWe are able to assist our employees that have any issue during their work day and respond in an appropriate time frame.
ProsI 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.
ConsThe 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!
Reviewer Source 
Source: Capterra
February 13, 2018
Eric G.
Supply Chain Contact Center Manager
Medical Practice, 10,001+ employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Features
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: SoftwareAdvice
June 6, 2018

“ServiceNow is a great ticketing system.”

ProsServiceNow is user friendly, dynamic, and has the capability of capturing as much data as we need to for reporting and tracking purposes.
ConsThe 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.
Reviewer Source 
Source: SoftwareAdvice
June 6, 2018
Rafael P.
Administrator
Electrical/Electronic Manufacturing, 10,001+ employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
4/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: SoftwareAdvice
July 5, 2018

“Great system”

ProsI 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.
ConsThe ServiceNow implementation was very successful in our organization. In my opinion the system has no major defects.
Reviewer Source 
Source: SoftwareAdvice
July 5, 2018
Verified Reviewer
Insurance, 10,001+ employees
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
4/5
Features
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: GetApp
April 21, 2018

“Powerful”

ProsServiceNow helps us devise catalog requests, workflows, tasks, incident, change, event and numerous other ITSM related functions. Allows basic customization
ConsComplex reporting is impossible Development possibilities are limited for customers Documentation needs to be improved
Reviewer Source 
Source: GetApp
April 21, 2018
Atique A.
Associate Professional - Product Developer
Information Technology and Services, 10,001+ employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
4/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: GetApp
October 29, 2017

“Good”

ProsBest 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
ConsRaising access to service now takes long time and need very details which are not required or not available to users.
Reviewer Source 
Source: GetApp
October 29, 2017
Verified Reviewer
Hospital & Health Care, 5001-10,000 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Features
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
August 28, 2018

“Can be improved ”

ProsThere's a corresponding mobile application.
ConsNot very user friendly for setup and searches.
Reviewer Source 
Source: Capterra
August 28, 2018
Alissa Z.
Systems Manager
Medical Practice, 1001-5000 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Features
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: SoftwareAdvice
May 10, 2018

“Use daily for a number of activities and teams. ”

ProsEasy to use submission of issue or service request and great tracking, reporting, and status tracking of requests.
ConsI would love to be able to access directly from within some of the other applications I use. This is not currently available
Reviewer Source 
Source: SoftwareAdvice
May 10, 2018
Verified Reviewer
Unspecified
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
4/5
Features
3/5
Reviewer Source 
Source: Capterra
April 26, 2018

“Covers a variety of functions”

ProsWe successfully use it in conjunction with the vRealize suite for cloud automatization. It is also a very good ticketing software with good tracking
ConsIt is slow when processing large amounts of data and it's not very intuitive when first working with it.
Reviewer Source 
Source: Capterra
April 26, 2018
Verified Reviewer
Insurance, 501-1000 employees
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
3/5
Features
4/5
Likelihood to Recommend
7/10
Reviewer Source 
Source: Capterra
November 14, 2018

“Facilities Mgmt tool”

Prosthe ability for each team to customize the application to meet our needs across the organization
ConsI don't find it to be overly user friendly, seems clunky to me. A lot of clicking on things to get all needed information
Reviewer Source 
Source: Capterra
November 14, 2018
Pallavi T.
Developer
Unspecified
Used the software for: 6-12 months
Overall Rating
4/5
Ease of Use
5/5
Customer Service
5/5
Features
4/5
Value for Money
5/5
Likelihood to Recommend
8/10
Source: Capterra
July 21, 2017

“Easy to build application and customer support”

ProsBuilding 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
ConsInitial level of training is needed for Admins and also to the Users to get used with the built in functionality.
Source: Capterra
July 21, 2017
Deepti V.
ITSM consultant
Information Technology and Services, 201-500 employees
Used the software for: 6-12 months
Overall Rating
4/5
Ease of Use
5/5
Customer Service
4/5
Features
4/5
Value for Money
3/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: SoftwareAdvice
July 2, 2019

“Best ITSM Platform”

OverallWe introduced all modules of the organisation under one platform.
ProsUser Friendly Every module under one platform AI, Knowledge Mgmt, Itsm, CSM etc.
ConsLicensing limitations Costly Every year it gets upgraded which costs a lot to the existing users
Reviewer Source 
Source: SoftwareAdvice
July 2, 2019
Gaurav R.
Senior Consultant
Information Technology and Services, 10,001+ employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
March 12, 2019

“SNOW cmdb capabilities”

ProsThe availability of features to clearly distinguish your asset inventory both hardware and software along with the SaaS offering to link with other SNOW products.
ConsNothing at the moment but may be pricing can be something which can be revised
Reviewer Source 
Source: Capterra
March 12, 2019
Mitch M.
Senior Manager
Accounting, 10,001+ employees
Used the software for: 6-12 months
Overall Rating
2/5
Ease of Use
1/5
Customer Service
1/5
Features
2/5
Value for Money
1/5
Likelihood to Recommend
1/10
Reviewer Source 
Source: SoftwareAdvice
June 19, 2018

“ServiceNOW does not live up to the promises it makes”

Overallmy 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
Reviewer Source 
Source: SoftwareAdvice
June 19, 2018
Verified Reviewer
Information Technology and Services, 51-200 employees
Used the software for: 6-12 months
Overall Rating
5/5
Ease of Use
5/5
Features
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
September 10, 2018

“Good CMDB solution”

ProsPretty fast and responsive and ease of customisation.
ConsNothing really. Its the best CMDB system that I have used
Reviewer Source 
Source: Capterra
September 10, 2018
Austin G.
Senior Infrastructure Administrator
Financial Services, 501-1000 employees
Used the software for: I used a free trial
Overall Rating
4/5
Ease of Use
4/5
Features
2/5
Likelihood to Recommend
5/10
Reviewer Source 
Source: SoftwareAdvice
July 11, 2019

“Not enough bang for your buck”

ProsThe 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.
ConsEvery 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.
Reviewer Source 
Source: SoftwareAdvice
July 11, 2019
Tim L.
Sr. Consultant
Telecommunications, 5001-10,000 employees
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: GetApp
February 2, 2019

“Good software to manage out ticket system”

ProsServiceNow is very good software to handle our daily Change ticket system. It is easy to use and very well organized.
ConsGiven so many features are available, sometimes it is hard to find what you are looking for. The GUI can be improved.
Reviewer Source 
Source: GetApp
February 2, 2019
Verified Reviewer
Unspecified
Used the software for: 1-2 years
Overall Rating
3/5
Ease of Use
3/5
Customer Service
1/5
Features
4/5
Value for Money
2/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
June 25, 2018

“Needs improvements, but has potential”

OverallExcellent ticketing and escalation system.
ProsWe 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.
ConsVery 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.
Reviewer Source 
Source: Capterra
June 25, 2018
Verified Reviewer
Construction, 11-50 employees
Used the software for: Less than 6 months
Overall Rating
5/5
Ease of Use
5/5
Features
3/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: GetApp
March 15, 2018

“Efficient software for large corporations”

ProsAnything that you may need - help with a printer to submitting a monthly construction draw - is seamlessly done through service now by submitting a ticket.
ConsEVERYTHING 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.
Reviewer Source 
Source: GetApp
March 15, 2018
Bhushan B.
Team Lead
Information Technology and Services, 51-200 employees
Used the software for: I used a free trial
Overall Rating
5/5
Ease of Use
5/5
Customer Service
4/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: SoftwareAdvice
June 8, 2019

“When you get limited in SaaS, explore ServiceNow”

ProsI think, Service Now has been made to overcome all the limitations of SaaS providers from a market like Salesforce.
ConsPersonally, I don't like their UI theme but yes they have good UX.
Reviewer Source 
Source: SoftwareAdvice
June 8, 2019
mohamed a.
L3 Support Engineer and Service Management
Telecommunications, 10,001+ employees
Used the software for: Less than 6 months
Overall Rating
5/5
Ease of Use
5/5
Features
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: GetApp
January 22, 2019

“Very good cloud based services”

ProsI 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.
ConsIt 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.
Reviewer Source 
Source: GetApp
January 22, 2019
Jill J.
Copywriter
Retail, 1001-5000 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Features
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: SoftwareAdvice
October 7, 2018

“Really simplifies IT requests”

ProsUsing ServiceNow really simplified making any IT requests we had at our company. Made it super easy to get things done!
ConsNo 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.
Reviewer Source 
Source: SoftwareAdvice
October 7, 2018
Ana A.
Business Consultant
Banking, 501-1000 employees
Used the software for: Less than 6 months
Overall Rating
5/5
Ease of Use
5/5
Features
4/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: SoftwareAdvice
August 4, 2018

“Service Now as a way to track tasks”

ProsWhat 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
ConsAt the beginning is not so easy to understand. Specially the testing category. But it will take only a couple of tries to understanding.
Reviewer Source 
Source: SoftwareAdvice
August 4, 2018
Naveen G.
SAP Expert
Pharmaceuticals, 10,001+ employees
Used the software for: Less than 6 months
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: SoftwareAdvice
March 9, 2018

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

OverallExcellent solution for SOX and other compliance monitoring solution
ProsIt has all the required features in terms of Internal controls monitoring and Risk Management, Interactive Dashboards etc.
ConsProduct 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.
Reviewer Source 
Source: SoftwareAdvice
March 9, 2018
Adnan L.
Project manager
Computer Software, 10,001+ employees
Used the software for: Less than 6 months
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: SoftwareAdvice
July 6, 2018

“Very effective service desk platform”

OverallOne of the best tool for ITSM
ProsOne 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
ConsA little complex for non technical staff due to multiple or more option and not so user friendly interface
Reviewer Source 
Source: SoftwareAdvice
July 6, 2018
Jen K.
Marketing Database Analyst
Banking, 501-1000 employees
Used the software for: 6-12 months
Overall Rating
3/5
Ease of Use
3/5
Features
3/5
Likelihood to Recommend
6/10
Reviewer Source 
Source: SoftwareAdvice
May 11, 2018

“Not bad, but navigation could be improved”

ProsIt'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.
ConsWay 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.
Reviewer Source 
Source: SoftwareAdvice
May 11, 2018
J M.
Chef de Projet ITSM
Information Technology and Services, 1001-5000 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
8/10
Source: GetApp
January 27, 2017

Source: GetApp
January 27, 2017