--- description: Detaillierte Informationen über ServiceNow IT Service Management zu Benutzerfreundlichkeit, Funktionen, Kosten, Vor- und Nachteilen aus verifizierten Nutzer-Erfahrungen. Lies Ratings & Bewertungen und entdecke ähnliche Tools. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: ServiceNow IT Service Management Erfahrungen, Vor- und Nachteile – Capterra Deutschland 2026 --- Breadcrumb: [Startseite](/) > [Wissensmanagement Tools](/directory/30094/knowledge-management/software) > [ServiceNow IT Service Management](/software/152874/servicenow-knowledge-management) # ServiceNow IT Service Management Canonical: https://www.capterra.com.de/software/152874/servicenow-knowledge-management Seite: 1 / 3\ Weiter: [Nächste Seite](https://www.capterra.com.de/software/152874/servicenow-knowledge-management?page=2) > Wissensmanagement-Tool, das Wissen aus dem gesamten Unternehmen durch Gruppenverantwortlichkeiten, Abonnements und Arbeitsabläufe erfasst. > > Bewertung: **4.5/5** von 41 Nutzern. Top bewertet für **Weiterempfehlungsquote**. ----- ## Übersicht ### Wer verwendet ServiceNow IT Service Management? Wissenserfassungslösung für alle Unternehmen mit Funktionen wie Einrichtung mit Anleitung, Analyse und Dashboards, Artikelversionierung, angepasster Suche und Gruppenverantwortung. ## Kurzstatistiken und Ratings | Metrik | Bewertung | Detail | | **Gesamt** | **4.5/5** | 41 Nutzerbewertungen | | Bedienkomfort | 4.3/5 | Auf Basis der Gesamtbewertungen | | Kundenbetreuung | 4.5/5 | Auf Basis der Gesamtbewertungen | | Preis-Leistungs-Verhältnis | 4.1/5 | Auf Basis der Gesamtbewertungen | | Funktionen | 4.6/5 | Auf Basis der Gesamtbewertungen | | Empfehlungsprozentsatz | 80% | (8/10 Weiterempfehlungsquote) | ## Über den Anbieter - **Unternehmen**: ServiceNow - **Region**: Santa Clara, USA - **Gegründet**: 2012 ## Gewerblicher Kontext - **Zielgruppe**: 501–1.000, 1.001–5.000, 5.001–10.000, 10.000+ - **Bereitstellungen und Plattformen**: Cloud, SaaS, webbasiert - **Unterstützte Sprachen**: Englisch - **Verfügbare Länder**: Vereinigte Staaten ## Funktionen - Catalog Management - Content-Management - Dashboard - Problem-Management - Self-Service Portal - Ticket-Management - Verfolgen von Vermögensanlagen - Veränderungsmanagement - Werkzeuge zur Zusammenarbeit - Wissensbasis-Management - Wissensmanagement - Zugriffskontrollen / Berechtigungen ## Optionen für Kundensupport - E-Mail/Helpdesk - FAQ/Forum - Wissensdatenbank - Telefon-Support - 24/7 Live-Support - Chat ## Category - [Wissensmanagement Tools](https://www.capterra.com.de/directory/30094/knowledge-management/software) ## Ähnliche Kategorien - [Wissensmanagement Tools](https://www.capterra.com.de/directory/30094/knowledge-management/software) - [IT-Service-Software](https://www.capterra.com.de/directory/30672/it-service/software) - [Issue Tracking Software](https://www.capterra.com.de/directory/30675/issue-tracking/software) - [ITSM Tools](https://www.capterra.com.de/directory/30676/itsm/software) - [Help-Desk-Software](https://www.capterra.com.de/directory/30008/help-desk/software) ## Alternativen 1. [Freshdesk](https://www.capterra.com.de/software/124981/freshdesk) — 4.5/5 (3408 reviews) 2. [LiveAgent](https://www.capterra.com.de/software/102188/liveagent) — 4.7/5 (1753 reviews) 3. [Freshservice](https://www.capterra.com.de/software/132997/freshservice) — 4.5/5 (685 reviews) 4. [Zendesk Suite](https://www.capterra.com.de/software/164283/zendesk) — 4.4/5 (4072 reviews) 5. [Milvus](https://www.capterra.com.de/software/202528/milvus) — 4.8/5 (298 reviews) ## Nutzerbewertungen ### "Managing your IT service all in one place" — 4.0/5 > **Joshua** | *26. September 2024* | Informationstechnologie & -dienste | Empfehlungsbewertung: 8.0/10 > > **Vorteile**: User-friendly and easy to use, it can be integrated with PagerDuty to send Priority One alerts that require immediate response. > > **Nachteile**: The branding to popx.service-now.com where you can customize your service look too complex and not user friendly as the usual default ServiceNow front end. > > fair enough, I have had a fair experience using it. However not as great as Autotask ----- ### "ServiceNow IT Service Management is a Highly Customizable and Scalable Solution for IT Delivery and Support" — 5.0/5 > **Kregg** | *12. November 2025* | Krankenhausversorgung & Gesundheitswesen | Empfehlungsbewertung: 10.0/10 > > **Vorteile**: ServiceNow IT Service Management provides the core functions necessary to provide support for IT services and users. It provides Service Desk functionality, including incident and request ticketing and management, and IT change records and management. The product is generally easy to use for technical resources in its native format, and highly easy to use for end-users via forms. It is highly functional out of the box, and highly customizable if complex workflows are required. ServiceNow provides AI functionality in its chat features, and can connect a user to a live chat with a Service Desk agent. Document sharing is enabled, with the ability to attach documents to forms and also create and publish knowledge documents for use by IT resources and end-users. Bug and issue tracking is available through a known errors database that can be referenced by IT resources when addressing customer issues. Basic and advanced reporting is available. Non or semi-technical users can create form and basic workflow via low code options. Advanced and technical users can create and/or code extensive, custom workflows to address any organizational need. ServiceNow IT Service Management scales well for high-volume IT support environments. > > **Nachteile**: ServiceNow IT Service Management is an expensive solution. Typical annual cost for medium to large size organizations is $1.5MM to $2MM. Advanced use of the solution requires the availability of developers familiar with the modules or implementations that are in-scope in order to properly code and maintain the advanced configurations. Full time resources are costly; outsourced development by ServiceNow certified partners also comes at an additional cost, which varies by number of hours per year of usage. ServiceNow IT Service Management is cost and resource prohibitive for small IT organizations. > > I am an IT Service Manager at a Managed Service Provider. I currently work within ServiceNow IT Management on a daily basis to provide IT service delivery and support to multiple, large scale clients. I have used ServiceNow IT Service Management for over ten years, including time as a ServiceNow platform manager. ----- ### "Efficient IT Workflows with Steep Learning Curve" — 4.0/5 > **Verifizierter Rezensent** | *26. Februar 2026* | Informationstechnologie & -dienste | Empfehlungsbewertung: 8.0/10 > > **Vorteile**: I loved ServiceNow ITSM’s ability to streamline IT workflows, automate tasks, and provide clear visibility across all service requests. > > **Nachteile**: The interface can feel complex, and setup or customization often requires significant time and technical expertise. > > Overall, ServiceNow ITSM streamlines IT workflows effectively, though complexity and setup can be challenging for new users. ----- ### "need better message function after a ticket is raised" — 3.0/5 > **Terry** | *12. April 2025* | Metallabbau | Empfehlungsbewertung: 5.0/10 > > **Vorteile**: the ticket management system is very similar to our previous system > > **Nachteile**: the message function is not very well designed, i would prefer something similar to teams or slack which i can attach a screenshot and message below ----- ### "The holy grail of ITIL" — 5.0/5 > **Vaibhav** | *29. Dezember 2025* | Öl & Energie | Empfehlungsbewertung: 9.0/10 > > **Vorteile**: Ease of Use is the biggest pro I see after having used other ITSM tools in the past. It gels naturally with the tech stack of all enterprises, big or small. The holy grail of CI, Change, Incident and knowledge, all at one place. > > **Nachteile**: Not so many cons though but would like to call out few that I would expect to get addressed in future releases. There isn't much visibility into ServiceNow instance's own health and performance. Further there is Snow status page that can be publicly accessible. > > Being an Observability engineer, there is lot of collaboration that goes on with your ITSM platform to deliver value to the business. ServiceNow truly deserves to be the market leader as it provides you with the one stop solution for all your ITIL processes. Easy to integrate and implement with all ecosystems. ----- Seite: 1 / 3\ Weiter: [Nächste Seite](https://www.capterra.com.de/software/152874/servicenow-knowledge-management?page=2) ## Links - [Auf Capterra anzeigen](https://www.capterra.com.de/software/152874/servicenow-knowledge-management) ## Diese Seite ist in den folgenden Sprachen verfügbar | Sprache | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | pt | | | pt-PT | | ----- ## Strukturierte Daten