--- description: Tudo sobre ServiceNow IT Service Management: preço, alternativas, vantagens e desvantagens, funcionalidades e avaliações de outros usuários graças à Capterra Portugal. Saiba mais! image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: ServiceNow IT Service Management - Preço, avaliações e classificação - Capterra Portugal 2026 --- Breadcrumb: [Home](/) > [Sistemas de Gestão de Conhecimento](/directory/30094/knowledge-management/software) > [ServiceNow IT Service Management](/software/152874/servicenow-knowledge-management) # ServiceNow IT Service Management Canonical: https://www.capterra.pt/software/152874/servicenow-knowledge-management Page: 1 / 3\ Seguinte: [Next page](https://www.capterra.pt/software/152874/servicenow-knowledge-management?page=2) > Ferramenta de gestão do conhecimento que captura o conhecimento de toda a organização por meio de propriedade de grupo, assinaturas e fluxo de trabalho. > > Verdict: Rated **4.5/5** by 41 users. Top-rated for **Probabilidade de recomendação**. ----- ## Resumo ### Quem usa ServiceNow IT Service Management? Solução de captura de conhecimento para todas as empresas com recursos como configuração guiada, análises e painéis, controle de versão de artigo, pesquisa personalizada e propriedade do grupo. ## Quick Stats & Ratings | Metric | Classificação | Detail | | **Geral** | **4.5/5** | 41 Avaliações | | Praticidade | 4.3/5 | Based on overall reviews | | Suporte ao cliente | 4.5/5 | Based on overall reviews | | Relação qualidade/preço | 4.1/5 | Based on overall reviews | | Recursos | 4.6/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Probabilidade de recomendação) | ## Sobre o fornecedor - **Empresa**: ServiceNow - **Location**: Santa Clara, EUA - **Founded**: 2012 ## Commercial Context - **Target Audience**: 501 - 1 000, 1 001 - 5 000, 5 001 - 10 000, 10 000+ - **Deployment & Platforms**: Nuvem, SaaS, baseado na web - **Idiomas**: inglês - **Available Countries**: Estados Unidos ## Recursos - Catalog Management - Controles/permissões de acesso - Ferramentas de colaboração - Gestão da base de conhecimento - Gestão de conteúdo - Gestão de mudanças - Gestão de problemas - Gestão de tíquetes - Gestão do conhecimento - Painel - Portal de autoatendimento - Rastreamento de recursos ## Opções de suporte - Email/Help Desk - FAQs/Fórum - Base de conhecimento - Suporte por telefone - Assistência 24/7 - Bate-papo ## Category - [Sistemas de Gestão de Conhecimento](https://www.capterra.pt/directory/30094/knowledge-management/software) ## Categorias relacionadas - [Sistemas de Gestão de Conhecimento](https://www.capterra.pt/directory/30094/knowledge-management/software) - [Programas de Serviço de TI](https://www.capterra.pt/directory/30672/it-service/software) - [Sistemas de Monitoramento de Problemas](https://www.capterra.pt/directory/30675/issue-tracking/software) - [Software ITSM](https://www.capterra.pt/directory/30676/itsm/software) - [Sistemas de Help Desk](https://www.capterra.pt/directory/30008/help-desk/software) ## Alternativas 1. [Freshdesk](https://www.capterra.pt/software/124981/freshdesk) — 4.5/5 (3410 reviews) 2. [Zendesk Suite](https://www.capterra.pt/software/164283/zendesk) — 4.4/5 (4076 reviews) 3. [Milvus](https://www.capterra.pt/software/202528/milvus) — 4.8/5 (298 reviews) 4. [Freshservice](https://www.capterra.pt/software/132997/freshservice) — 4.5/5 (686 reviews) 5. [LiveAgent](https://www.capterra.pt/software/102188/liveagent) — 4.7/5 (1754 reviews) ## Avaliações ### "Managing your IT service all in one place" — 4.0/5 > **Joshua** | *26 de setembro de 2024* | Serviços e tecnologia da informação | Recommendation rating: 8.0/10 > > **Vantagens**: User-friendly and easy to use, it can be integrated with PagerDuty to send Priority One alerts that require immediate response. > > **Desvantagens**: 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 de novembro de 2025* | Hospitais e Saúde | Recommendation rating: 10.0/10 > > **Vantagens**: 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. > > **Desvantagens**: 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 > **Avaliador Verificado** | *26 de fevereiro de 2026* | Serviços e tecnologia da informação | Recommendation rating: 8.0/10 > > **Vantagens**: I loved ServiceNow ITSM’s ability to streamline IT workflows, automate tasks, and provide clear visibility across all service requests. > > **Desvantagens**: 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 de abril de 2025* | Mineração e metais | Recommendation rating: 5.0/10 > > **Vantagens**: the ticket management system is very similar to our previous system > > **Desvantagens**: 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 de dezembro de 2025* | Petróleo e energia | Recommendation rating: 9.0/10 > > **Vantagens**: 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. > > **Desvantagens**: 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. ----- Page: 1 / 3\ Seguinte: [Next page](https://www.capterra.pt/software/152874/servicenow-knowledge-management?page=2) ## Links - [View on Capterra](https://www.capterra.pt/software/152874/servicenow-knowledge-management) ## This page is available in the following languages | Locale | 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 | | ----- ## Structured Data