ServiceNow Knowledge Management Ratings

Overall
4.5/5
Ease of Use
4.2/5
Customer Service
4.5/5

About ServiceNow Knowledge Management

Knowledge management tool that captures knowledge from across the organization through group ownership, subscriptions, and workflow. Learn more about ServiceNow Knowledge Management

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Showing 16 of 16 reviews

Showing Most Helpful

Showing 16 of 16 reviews

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Company Size
Reviewer's Role
Length of Use
Frequency of Use
siva K.
Applications Manager
Unspecified
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
9/10
Reviewer Source 
Source: Capterra
April 30, 2018

“Self Service Knowledge Management par excellence”

ProsI 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.
ConsThe product can be more user friendly and intuitive. Knowledge can be organized in a better way. Tool can be made faster.
Reviewer Source 
Source: Capterra
April 30, 2018
Duaha L.
IT Field Service Technician
Renewables & Environment, 10,001+ 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: Capterra
January 29, 2019

“Service Now Review”

OverallAll I can say is, I really enjoyed ServiceNow. Definitely recommended.
ProsI really enjoyed the fact that KB articles could be shared globally. I have created a handful of them that were used all across EMEA as well as the US. I also really like how closing out a ticket can automatically open another for different teams. For example, when the Security team closes out of their account creation ticket, it opens another for the hardware team to build the user's computer and once that's closed it will open another to deploy the equipment. It keeps the workflowing moving until everything is complete.
ConsI don't think there were any cons I found about ServiceNow. I have now moved to a new workplace and have tried to propose to them the benefits of implementing ServiceNow to our Foundation, however we are nonprofit and do not have the budget for ServiceNow.
Reviewer Source 
Source: Capterra
January 29, 2019
Peter T.
Programmer
Information Technology and Services, 1001-5000 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
5/5
Features
5/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
March 12, 2019

“ServiceNow is a great platform for keeping track of everything”

OverallServiceNow has been a great tool for tracking all the components of ITIL for our Managed Services practice.
ProsWith 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.
ConsSome 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.
Reviewer Source 
Source: Capterra
March 12, 2019
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Ashish S.
Associate Consultant
Information Technology and Services, 5001-10,000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
7/10
Reviewer Source 
Source: Capterra
May 15, 2019

“Service now -ITISM”

OverallCreated ticket for the user issue and resolved by support team Created report for easy purpose of the user
ProsTo create multiple kind of ticket on the basis of our requirement like incident ,request ,catalog task ,service task Also yo create the report with the help of SQL squery
ConsIt would go on sleep.mode if not using continuously for trial version
Reviewer Source 
Source: Capterra
May 15, 2019
James S.
Cloud technology delivery specialist
Unspecified
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
4/5
Source: Capterra
June 7, 2017

“Absolutely everything needed to be a great knowledge management system ”

ProsVery easy to use and customize. Version histories are readily available. The ability to use multiple knowledge bases for different corporate departments.
ConsI 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.
Source: Capterra
June 7, 2017
Avatar Image
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
10/10
Reviewer Source 
Source: Capterra
February 26, 2018

“ServiceNow CIS”

OverallThe deployment of this application for End User through the Service Portal and to the Support Staff with the Knowledge application or with the Integration available in Incident, Problem or Change, helps the entire organization to save time and money on some specific issues that can be handled by the use of the articles configured and categorized in the Applicaction.
ProsApplication Integrated to the main ITSM application like Incident, Problem or Change. Available through the Service Portal for the End User. Very easy process to deploy articles in different formats and through differents workflows process.
Reviewer Source 
Source: Capterra
February 26, 2018
Verified Reviewer
Financial Services, 10,001+ employees
Used the software for: 2+ years
Overall Rating
3/5
Ease of Use
3/5
Customer Service
3/5
Features
3/5
Value for Money
2/5
Likelihood to Recommend
5/10
Reviewer Source 
Source: Capterra
July 29, 2019

“Decent Product but not outstanding”

OverallIt'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.
Reviewer Source 
Source: Capterra
July 29, 2019
Verified Reviewer
Consumer Goods, 201-500 employees
Used the software for: 1-2 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
9/10
Reviewer Source 
Source: Capterra
January 30, 2019

“Best knowledge base software I've used”

OverallHave used several programs to store knowledge base articles and having them stored on ServiceNow has been the best experience team and use wise.
ProsEasy to upload, customize and filter search results/KB articles
Consnot much, there could be more skin options if the default options aren't suitable
Reviewer Source 
Source: Capterra
January 30, 2019
Parinita B.
Programmer
Information Technology and Services, 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
4/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
May 22, 2018

“These knowledge bases contain articles that provide users with information ”

ProsThese 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.
ConsIt is slow when processing large amounts of data and it's not very intuitive when first working with it
Reviewer Source 
Source: Capterra
May 22, 2018
Verified Reviewer
1001-5000 employees
Used the software for: 1-2 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: Capterra
May 19, 2018

“Easy answer to questions”

Proseasy to use, most of the topics already answered, there are categories for easy access to different topics
Consnot that easy to navigate topics, more categories of topics can be helpful in looking for a specific question
Reviewer Source 
Source: Capterra
May 19, 2018
Jon T.
Delivery and Support Engineer
Automotive, 10,001+ employees
Used the software for: Less than 6 months
Overall Rating
4/5
Ease of Use
3/5
Features
5/5
Likelihood to Recommend
6/10
Reviewer Source 
Source: Capterra
August 23, 2018

“It is ok... but it could be better”

OverallWe use it for software requests, new hardware requests, knowledge base, asset management/inventory, and many other things.
ProsI like how versatile the software is and it ability to be customized to meet our needs.
ConsIt is slow. With the number of users we have using it it is incredibly slow to process our orchestration tasks.
Reviewer Source 
Source: Capterra
August 23, 2018
Jefferey S.
Unspecified
Used the software for: Unspecified
Overall Rating
4/5
Ease of Use
5/5
Customer Service
5/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
9/10
Source: Capterra
October 4, 2016

“Good module in great suite”

OverallWe went live with Servicenow (Incident, Problem, Knowledge) three years ago, and we haven't looked back since. The tool is highly extensible, performance is solid, and the account team are rock stars. In terms of knowledge management there are, admittedly, stronger tools out there for use. However, if you are investing in Servicenow, you will be satisfied with the knowledge experience.,
ProsPerformance, features, company.
ConsA bit pricey for the whole suite unless you negotiate hard.
Recommendations to other buyersMake sure you compare it to competitors, and go to a Knowledge Conference to see the entire ecosystem behind Servicenow.
Source: Capterra
October 4, 2016
Verified Reviewer
Government Administration, 501-1000 employees
Used the software for: Less than 6 months
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
3/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
November 27, 2018

“Service Now is top quartile!”

OverallManaging 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.
ProsIntegration with other functional areas in the company: IT, HR, Finance. Dashboard reporting on volumes and topics Individual output
ConsIt's expensive compared to others but has also been around longer and has more functionality than some
Reviewer Source 
Source: Capterra
November 27, 2018
Vivek K.
Unspecified
Used the software for: Unspecified
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Source: Capterra
December 13, 2016

“Excellent Product ”

OverallKnowledge management module in Service Now is amazing Product. Integration with other modules like problem management means that any known error can be directly published as a knowledge article. There is robust review process also before a knowledge article is published.
Source: Capterra
December 13, 2016
Chris A.
CISO
Unspecified
Used the software for: Less than 6 months
Overall Rating
5/5
Ease of Use
3/5
Customer Service
4/5
Features
5/5
Value for Money
3/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
June 26, 2018

“Robust Knowledge Management”

ProsComplete 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.
ConsProgramming is not simple and you will need to either higher a contractor or learn of all of the DB/Table relationships between modules.
Reviewer Source 
Source: Capterra
June 26, 2018
MARCO D.
Regional Sales
Investment Management, 5001-10,000 employees
Used the software for: Less than 6 months
Overall Rating
4/5
Ease of Use
2/5
Customer Service
2/5
Features
4/5
Value for Money
2/5
Likelihood to Recommend
6/10
Reviewer Source 
Source: Capterra
September 12, 2019

“SN review”

OverallInterface very friendly, it's very expensive, require training
ProsInterface it's nice, you can integrate it with other tool if you know how to do it, anyhow it's quite easy to find information
ConsThe cost, it's very expensive, it require lots of customization and training, project of implementation could be very long
Reviewer Source 
Source: Capterra
September 12, 2019