Pros: I manage an IT Support team.With the ServiceNow knowledge management we reduced the number of IT tickets by 30 percent. Each time IT helpdesk resolves a ticket, we publish the solution on ServiceNow Knowledge Management. We provide the error codes, keywords in the article, such that when an end user searches for it, the solution is displayed readily saving time and effort. We spent good time in publishing the solutions for frequent issues on this tool and users started to resolve the issues themselves by following the published solutions. This tool has increased customer satisfaction and saved money. Before this tool, Helpdesk team was dependent on one person for everything as this person has all the knowledge. As we documented most of the issues and their solutions, the knowledge got democratized and person dependency and risk reduced. Instead of firefighting frequent issues, our helpdesk got time to do root cause analysis for complex issues and find solutions.

Cons: The product can be more user friendly and intuitive. Knowledge can be organized in a better way. Tool can be made faster.

Overall: ServiceNow has been a great tool for tracking all the components of ITIL for our Managed Services practice.

Pros: With ServiceNow nothing ever disappears and the workflows for getting routing work done are great. Knowing that everyone in my company pretty much intuitively knows how to use ServiceNow helps a lot because we don't have to ask routine questions that we can just look up ourselves.

Cons: Some of the custom features seem to get harder to maintain and become crustier with time. Because of the cost and effort to implement, as a programmer, I'm kind of stuck using the old SDLC module instead of purpose built software.

Pros: Very easy to use and customize. Version histories are readily available. The ability to use multiple knowledge bases for different corporate departments.

Cons: I do not like that one cannot allow access to the knowledge base and lock specific categories... YET. It is supposed to be available in a future release.

Overall: It's true that this product helped lowering the Helpdesk call volume, it is what this product supposed to be and it is working as designed. However, I don't see this one particularly better than it's competitors. if your firm is a heaving ServiceNow clients, of course, you won't skip this module. Performance is an issue that need to be improved.

Pros: - It does what a knowledge management supposed to be doing . - integrated with other ServiceNow modules well - with the help of this product, it did lower the helpdesk call volume.

Cons: - pricey product and some implementation effort require - it's not a very very user friendly product. It's decent, but not great - Performance is an issue as with other ServiceNow modules.

Pros: These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution. Knowledge Management supports processes for creating, categorizing, reviewing, and approving articles. Users can search and browse articles as well as provide feedback.

Cons: It is slow when processing large amounts of data and it's not very intuitive when first working with it

Overall: We use it for software requests, new hardware requests, knowledge base, asset management/inventory, and many other things.

Pros: I like how versatile the software is and it ability to be customized to meet our needs.

Cons: It is slow. With the number of users we have using it it is incredibly slow to process our orchestration tasks.

Overall: Managing Cases and having great analytics and data to show where the team is spending its time and on which topics. It allows us to re-educate clients where volume is high.

Pros: Integration with other functional areas in the company: IT, HR, Finance. Dashboard reporting on volumes and topics Individual output

Cons: It's expensive compared to others but has also been around longer and has more functionality than some

Pros: Complete knowledge management system. If you are looking for a product that does it all then service now will fit the bill. There are multiple modules and you can pick and choose which ones you need / want.

Cons: Programming is not simple and you will need to either higher a contractor or learn of all of the DB/Table relationships between modules.