ServiceNow Reviews & Pricing

by ServiceNow | Founded 2004, Santa Clara, CA

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Categories:

Customer Service Software
Email Ticketing Systems
Help Desk CRM Software
Help Desk Software
Help Desk Software For Schools
Issue Tracking Software
Knowledge Management Software
Online Help Desk Software
Remote Help Desk Software
Service Request Software
Ticketing Software
...

What is ServiceNow?

Industry Specialties: Serves all industries

ServiceNow's Help Desk Software streamlines customer service processes, providing a centralized platform for issue tracking, incident management, and knowledge management. It's ideal for businesses seeking to improve their help desk efficiency and customer satisfaction. Key benefits include automated workflows, customizable dashboards, and self-service portals. Popular features encompass ticket assignment, SLA management, and knowledge base creation.

In comparison to similar products, ServiceNow excels in its comprehensive functionality and scalability. User experiences highlight its intuitive interface, ease of customization, and robust reporting capabilities. Pricing considerations include a subscription-based model with flexible payment options, allowing businesses to tailor their investment to their specific needs.

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User Sentiment i

Based on 572 reviews:

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Product Screenshots and Videos

#3

ServiceNow is ranked #3 in the Customer Service Software product directory based on the latest available data collected by SelectHub. Compare the leaders with our In-Depth Report.

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ServiceNow Pricing

Based on our most recent analysis, ServiceNow pricing starts at $4,500 (Per User, Annually).

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Starting From: $4,500
Pricing Model: Per User, Annually
Free Trial: No

Training Resources

ServiceNow is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for ServiceNow:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

ServiceNow Benefits and Insights

Why use ServiceNow?

Key differentiators & advantages of ServiceNow

Enhanced Productivity: Streamlined workflows and automation tools reduce manual tasks, allowing agents to focus on higher-value activities.
Improved Customer Satisfaction: Centralized knowledge base, intuitive self-service portal, and personalized communication channels elevate customer experiences.
Increased Efficiency: Automated ticket routing, escalation rules, and proactive notifications optimize ticket management, minimizing resolution times.
Enhanced Collaboration: Integrated communication channels and real-time collaboration tools foster seamless teamwork between agents and other departments.
Data-Driven Insights: Comprehensive reporting and analytics provide valuable insights into performance metrics, enabling data-informed decision-making.
Improved IT Service Management: Integration with IT infrastructure and monitoring tools provides a comprehensive view of IT service delivery, streamlining incident management.
Enhanced Employee Experience: Self-service capabilities, knowledge sharing forums, and personalized dashboards empower employees to resolve issues efficiently.
Reduced Costs: Automation and process optimization reduce operational expenses and minimize the need for additional staffing.
Improved Compliance: Adherence to industry regulations and standards through automated compliance checks and reporting capabilities.
Scalability and Flexibility: Modular design and cloud-based architecture enable ServiceNow to adapt to changing business needs and scale as required.

Industry Expertise

ServiceNow is a cloud-based help desk software that provides a wide range of IT service management (ITSM) capabilities. It is designed to help organizations streamline their IT operations, improve service delivery, and reduce costs. ServiceNow is best suited for organizations that are looking for a comprehensive and scalable ITSM solution that can be customized to meet their specific needs. It is particularly well-suited for organizations that have complex IT environments or that are looking to improve their IT service delivery.

ServiceNow Reviews

Average customer reviews & user sentiment summary for ServiceNow:

572 reviews

82%

of users would recommend this product

ServiceNow has a 'great' User Satisfaction Rating of 82% when considering 572 user reviews from 4 recognized software review sites.

Synopsis of User Ratings and Reviews

Based on an aggregate of ServiceNow reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Robust Ticket Management: Efficiently manage and track tickets from submission to resolution, with customizable workflows and automated notifications.
Seamless Integrations: Effortlessly connect with other business systems, such as CRM, ERP, and HR, for a unified view of customer interactions.
Comprehensive Knowledge Base: Empower users with self-service options by creating and managing a searchable knowledge base of FAQs and solutions.
Automated Workflows: Streamline processes by automating repetitive tasks, such as ticket assignment, escalation, and status updates.
Real-Time Analytics: Gain valuable insights into performance metrics, customer trends, and areas for improvement through customizable dashboards and reports.
Mobile Accessibility: Provide remote teams and users with access to the help desk platform anytime, anywhere, through mobile applications.
Enhanced Collaboration: Foster teamwork and knowledge sharing among support agents through integrated chat, forums, and collaboration tools.
Scalability and Flexibility: Easily adapt the platform to changing business needs, with the ability to handle large volumes of tickets and integrate with new systems as required.
Excellent Customer Support: Receive dedicated support from ServiceNow's team of experts to ensure smooth implementation and ongoing assistance.
Proven Track Record: Leverage a platform trusted by leading organizations worldwide, with a proven track record of delivering exceptional help desk solutions.

Cons

Steep Learning Curve: Navigating ServiceNow's complex interface and functionality requires significant training and experience, leading to slow adoption and productivity challenges.
Customization Limitations: While ServiceNow offers customization options, they can be restrictive and time-consuming, hindering organizations from tailoring the platform to their specific needs.
Costly Implementation: Implementing ServiceNow can be expensive, involving licensing fees, professional services, and ongoing maintenance costs, which may not align with all budgets.
Limited Reporting Capabilities: ServiceNow's built-in reporting features may fall short of providing comprehensive insights and analytics, requiring additional third-party tools or custom development.
Slow Performance: Users have reported instances of slow performance and responsiveness within ServiceNow, particularly during peak usage times, affecting productivity and user satisfaction.

Researcher's Summary:

ServiceNow's Help Desk Software receives consistent praise for its intuitive interface, robust automation capabilities, and comprehensive reporting features. Users appreciate its ability to streamline workflows, improve efficiency, and provide real-time visibility into support operations. However, some reviewers note that its complex configuration and customization options can be daunting for small teams or those with limited technical expertise.

Compared to similar products, ServiceNow stands out for its scalability, enterprise-grade security, and extensive integration options. Its ability to handle large volumes of support requests and integrate seamlessly with other business systems makes it a popular choice for large organizations. However, its higher cost and steep learning curve may not be suitable for smaller businesses or those with less demanding support needs.

Overall, ServiceNow's Help Desk Software is best suited for large organizations seeking a comprehensive and scalable solution. Its strengths in automation, reporting, and integration make it a valuable tool for streamlining support operations and improving customer satisfaction.

Key Features

Customer Workflows

Customer Service Management: Enable the back, middle and front offices to address customer issues and automate common requests prudently. Get access to robust tools such as dashboards, cross-portal search and activity feed to enhance the customer experience and improve the team’s productivity.
- Communities: Connect customers with peers to solve problems, share ideas, solutions and experiences and find answers via online forums.
- Gamification: Encourage engagement through elements like levels, points and badges.
- Case Integration: Escalate unanswered questions or issues into cases manually or automatically.
- Harvest Knowledge: Allow moderators to turn solutions into knowledge articles.
Knowledge Management: Offer a customer-grade search experience to users with contextual knowledge powered by AI capabilities and machine learning. Monitor timelines, knowledge use, aging, gaps and feedback via dashboards and analytics to fine-tune processes and content.
Microsoft Word Authoring: Offer a familiar writing experience to users with a Microsoft Word online integration. Create reusable knowledge articles to reduce repetition and redundancy
Feedback Management: Manage feedback with exceptional automatic closed-loop processes.
Performance Analytics: Solve customer issues with better insights into real-time trends and patterns. Improve team productivity and decrease repetitions and failures with dashboards, analytics hub, spotlights and KPI signals.
Subscription: Allow users to subscribe to a knowledge base, articles and to receive automatic notifications about any new content.
Virtual Agent: Help customers resolve issues instantly via an AI-powered chatbot. Transfer conversation history to the most appropriate agent who can resolve issues quickly through live-agent hand-off. Use a built-in NLU engine to connect Microsoft LUIS and IBM Watson Assistant to identify map entities and intents.

HR Service Delivery

Case and Knowledge Management: Deliver the best service experience to employees by managing, routing, and prioritizing queries and issues in a single system. Reduce operational costs and improve service delivery by offering a menu of services. Get access to predictive intelligence to reduce the efforts and time spent manually transferring cases to agents.
Service Center: Evaluate a team’s productivity and effectiveness and track results using campaign analytics. Arm employees with tools such as forums and integrated case management to collaborate and find relevant answers to issues.
Enterprise Onboarding: Built an exceptional employee experience for new team members via tools such as mobile onboarding, experience builder, analytics and dashboards, step-by-step guidance and end-to-end visibility of cross-departmental processes.
Now Mobile App: Organize approval requests from multiple systems and departments into one place. Choose from 40+ conversations for the everyday moments and get personalized self-service help 24/7 through the online chat.

Limitations

At the time of this review, these are the limitations according to user feedback:

There are several areas that are hard to navigate.
Has a steep learning curve.
Expensive.

Suite Support

Subscribe with an email ID and get the latest information about the product. Contact the support team through various social media platforms, including LinkedIn, Facebook, YouTube, Instagram and Twitter. Download the Now app and chat with live or virtual agents 24/7.

Email: Not available.

Phone: International toll-free at (000) 800-0402-211, North America toll free at +1 866-709-5932.

Training: Offered through a suite of the latest published documents, knowledge base and articles to understand the product and its capabilities better and how it can deliver optimum results.

Tickets: Not listed on the website.

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