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Modern IT service management solution
our rating 4.5 out of 5 Stars

ServiceNowProduct Overview

  1. About ServiceNow
  2. Pros of ServiceNow
  3. Cons of ServiceNow
  4. Breakdown of core features

ServiceNow product overview

ServiceNow is a modern, cloud-based IT service management solution that eliminates silos. It consolidates on-premises legacy tools to a single cloud platform and harnesses shared data and analytics with automated workflows.

ServiceNow delivers AI, machine learning, and natural language virtual agent chatbots to unburden IT staff and boost productivity. In addition, it empowers employees to self-solve issues 24/7, raise questions, and get relevant information to improve employee satisfaction.

This ITSM solution automates and enhances services in role-based workspaces. Companies can triage, collaborate, and enable agents to find answers and stay connected from anywhere to resolve high-impact incidents.

Pros of ServiceNow

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  • The software provides built-in best practices to rapidly consolidate disparate tools to a single system of engagement in the cloud.
  • It increases agent efficiency and accelerates issue resolution with AI-assisted recommendations.

Cons of ServiceNow

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  • According to some users, setting up ServiceNow is tedious.

Breakdown of core features

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Incident management

Team managers can automatically assign incidents to the correct resolution group with Incident Management’s machine learning. Organizations can also bring together stakeholders to investigate issues and restore services swiftly with the Major Incident Management portal.

Change management

ServiceNow’s Change Management feature improves work velocity while minimizing risks and costs of unplanned changes. Users can automate changes with DevOps capabilities. For complex changes, they can automate change advisory board meetings with CAB Workbench to streamline change management.

Problem management

IT teams can restore services quickly and often prevent issues from happening in the first place with Problem Management. ServiceNow’s structured workflows diagnose root causes and fix problems to eliminate recurring incidents and minimize the impact of unexpected disruptions.

Configuration management (CMDB)

ServiceNow enables the consolidation of IT data silos into a single record to show IT the functioning of all assets and related services. Users can see the relationships of configuration items (CIs) and services to proactively manage change impacts.

(Last updated on 02/02/2022 by Liz Laurente-Ticong)

Quick Facts

  • Industry Specialties
    All Industries
  • Pricing
  • Works Best For
    Enterprise Businesses, Mid Sized Businesses





  • Incident Management
  • Problem Management
  • Change Management
  • Request Management
  • Asset and Cost Management
  • Walk-Up Experience
  • Agent Workspace
  • Now Mobile
  • Mobile Agent
  • Knowledge Management
  • Configuration Management
  • Reporting
  • Service Level Management
  • Benchmarks
  • Surveys and Assessments
  • Virtual Agent


  • eSignifi
  • RapDev
  • 3CLogic
  • Dynatrace
  • SolarWinds
  • Whispir
  • NetBrain
  • Cisco DNA

Pricing Model

  • ITSM
  • ITSM Professional
  • ITSM Enterprise


  • English