--- 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 45 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** | 45 Nutzerbewertungen | | Bedienkomfort | 4.3/5 | Auf Basis der Gesamtbewertungen | | Kundenbetreuung | 4.4/5 | 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 - IT-Asset-Management - Problem-Management - Self-Service Portal - Störfallmanagement - 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. [Remote Monitoring and Management](https://www.capterra.com.de/software/144309/atera) — 4.5/5 (461 reviews) 2. [Milvus](https://www.capterra.com.de/software/202528/milvus) — 4.8/5 (298 reviews) 3. [Freshservice](https://www.capterra.com.de/software/132997/freshservice) — 4.6/5 (803 reviews) 4. [TOPdesk](https://www.capterra.com.de/software/127562/topdesk) — 4.4/5 (111 reviews) 5. [SysAid](https://www.capterra.com.de/software/107225/sysaid) — 4.5/5 (523 reviews) ## Nutzerbewertungen ### "Solid Ticket Management With Minor Live Chat Issues." — 4.0/5 > **Muhammad** | *21. September 2026* | Informationstechnologie & -dienste | Empfehlungsbewertung: 8.0/10 > > **Vorteile**: I like Ticket Management feature most in ServiceNow IT because in it workflows are clear and help to escalate and close running tickets without chasing on third party apps. The interface is very efficient to navigate once we start using it we can update tickets quickly. When we running an issue with the configuration Customer Support is a solid helpful option for us and respond timely which is very useful. Prices are not economical but the control process and visibility we get around our IT environment about incidents and service request worth value for money. > > **Nachteile**: Sometimes we need quick help Live Chat often slow to connect and the responses let us feel bit scripted and sometimes I have to end the live chat after waiting so long for the response. > > ServiceNow IT Service Management is a solid capable option for running IT services at scale. Ticket management is strongest for tailoring assignment rules, handling requests, incidents and escalate them to IT teams to manage cleanly with visibility. Performance and speed is fast at glance pages load quickly frequent updates are done regularly. It can change structured workflows at cloud which centralize the whole IT incidents. ----- ### "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 ----- ### "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 ----- ### "Great Central Hub for All IT Support" — 5.0/5 > **Elizabeth** | *5. Juli 2026* | Hochschulbildung | Empfehlungsbewertung: 10.0/10 > > **Vorteile**: Everything from requests to students' tech to asset tracking and server change requests are all managed from one dashboard. The automation rules allow incoming tickets on the campus to be routed to the appropriate IT team the moment they are created, saving us hours of manual sorting. > > **Nachteile**: The system configuration interface is very sophisticated and has to be mastered in order to change the basic workflows. > > ServiceNow is a highly capable platform that helps to maintain a well-organized and structured technical support environment within our University. It intelligently seamlessly integrates our student helpdesk with our back end infrastructure teams. ----- ### "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. ----- 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