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About ServiceNow
ServiceNow is an IT service management solution that provides asset management, change and release management, incident management, IT cost management and problem management. It caters to various industries, including financial services, healthcare, higher education, life sciences and the public sector.
ServiceNow provides a self-service portal that lets users report and resolve issues and track progress. The system can also track financial, contractual and inventory details relating to hardware, software and virtual infrastructure.
This solution offers a change calendar, impact calculator and collision detector for evaluating risks related to changes in IT configuration.
With ServiceNow’s incident management capabilities, IT departments can capture incidents through the self-service portal, email, chat and phone. Problem management tools can help investigate the root causes of service disruptions, perform trend analyses and provide service configuration reviews to prevent future disruptions.
ServiceNow also captures all the IT costs and presents them to stakeholders through reports and charts.
ServiceNow pricing
ServiceNow has a free version and offers a free trial. ServiceNow paid version starts at US$100.00/month.
Starting Price:
US$100.00/month
Free Version:
Yes
Free trial:
Yes
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ServiceNow Reviews for UK Users
Feature rating
5 reviews of 292
View all reviews
Sofia
- Industry: Computer & Network Security
- Company size: 1,001–5,000 Employees
- Used Weekly for 1+ year
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Review Source
4
Reviewed on 02/02/2025
Excellent ITSM
Pros
It's ITSM features are strong and robust. It also allows for wide customization to create your own process flows and manage tickets for almost any internal process your company might have.
Cons
Customizing it too much became a bad practice, it is then too hard to mantain. It lacks support for more native processes (like templates for common processes) so you can minimize custom code.
Verified Reviewer
- Industry: Business Supplies & Equipment
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
4
Reviewed on 25/12/2024
Streamlined workflow management with some minor gaps
ServiceNow is a great tool for any IT management it improves overall productivity by streamlining complex workflows. However, the cost and learning curve are not ideal for smaller teams and early-stage startups. For large enterprises, this is almost a go-to tool for any support-related team.
Pros
ServiceNow streamlines the complex workflows, in my customer support setup it helped me in creating a proper workflow of issue creation till issue resolution and closure. This saves time and improves productivity.
Cons
While it is a robust solution, it also has a steep learning curve, especially for someone new to IT. This requires separate training sessions for new joiners.
Shaun
- Industry: Food Production
- Company size: 10,000+ Employees
- Used Weekly for 2+ years
-
Review Source
3
Reviewed on 07/10/2024
Works in a pinch, but room for improvement!
My overall experience with ServiceNow is that it's okay. I've used other HelpDesk/Ticketing solutions such as ZenDesk, that I believe provided a better experience overall for the end user. I've also used on both sides, working tickets and submitting. Once again, it gets the job done, but has much room for improvement. ServiceNow may be able to be customized in a way that makes it an overall better experience, but as a user from multiple sides, that has used in many different organizations, it is generally very clunky and hard to navigate.
Pros
Overall ServiceNow has done what it needs for my purposes as an end user. It is the HelpDesk solution I use now and have used it in the past with multiple different companies. I know that to a degree it's highly customized to cater to what it's used for. So my experience is that it gets the job done.
Cons
The thing about ServiceNow I like the least would be the navigation. Now I believe that ServiceNow is customized by each business to a degree, to make it fit their needs. With that being said, I feel that maybe their level of customization/integration could be improved. For instance in my current environment, it works to get everything done correctly on the backend, but is always very tough to follow along tickets and such as an end user. So while this may be more about "the way my company uses it", based on past experiences, it always has felt a bit clunky and hard to navigate.
Ajaykumar
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
4
Reviewed on 08/12/2024
Service now Ticketing tool
Pros
we can manage incident, task and create change.
Cons
service now Root ticket will create multiple task
Alternatives Considered
JiraReasons for Switching to ServiceNow
Service now is used to Better customization and visualization
Agnoor
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 1+ year
-
Review Source
4
Reviewed on 21/01/2025
IT management tool
We are using this product to manage tickets , incidents . Handing all the tickets and it basically give a centralized view of all the incidents and timely alerts to configure the things.
Pros
Easy handling and tracking of raised tickets , incidents.
Very well maintained and customied dashboard for notifications , alerts and information.
Setup , deployment and third party integrations are simple and a minute job.
Cons
This includes a lot of features that require an ample amount of time to understand and proper expertise is needed to customize configurations.
Complex to understand licenses and although its simple but looks outdated.
