--- description: Tudo sobre ServiceNow IT Service Management: preço, alternativas, vantagens e desvantagens, funcionalidades e avaliações de outros usuários. 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 Brasil 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.com.br/software/152874/servicenow-knowledge-management Página: 1 / 3\ Próximo: [Próxima página](https://www.capterra.com.br/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. > > Conclusão: 42 usuários atribuíram a nota **4.5/5**. Melhor classificado para **Probabilidade de recomendação**. ----- ## Resumo ### Quem usa o 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. ## Estatísticas e notas | Métrica | Classificação | Detalhes | | **Geral** | **4.5/5** | 42 Avaliações | | Praticidade | 4.3/5 | Com base em avaliações gerais | | Suporte ao cliente | 4.4/5 | Com base em avaliações gerais | | Relação qualidade/preço | 4.1/5 | Com base em avaliações gerais | | Recursos | 4.6/5 | Com base em avaliações gerais | | Porcentagem de recomendação | 80% | (8/10 Probabilidade de recomendação) | ## Sobre o fornecedor - **Empresa**: ServiceNow - **Localização**: Santa Clara, EUA - **Fundada**: 2012 ## Contexto comercial - **Público-alvo**: 501–1.000, 1.001–5.000, 5.001–10.000, 10.000+ - **Implantação e plataformas**: Nuvem, SaaS, baseado na web - **Idiomas**: inglês - **Países disponíveis**: 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.com.br/directory/30094/knowledge-management/software) ## Categorias relacionadas - [Sistemas de Gestão de Conhecimento](https://www.capterra.com.br/directory/30094/knowledge-management/software) - [Programas de Serviço de TI](https://www.capterra.com.br/directory/30672/it-service/software) - [Sistemas de Monitoramento de Problemas](https://www.capterra.com.br/directory/30675/issue-tracking/software) - [Software ITSM](https://www.capterra.com.br/directory/30676/itsm/software) - [Sistemas de Help Desk](https://www.capterra.com.br/directory/30008/help-desk/software) ## Alternativas 1. [Atera](https://www.capterra.com.br/software/144309/atera) — 4.5/5 (448 reviews) 2. [Milvus](https://www.capterra.com.br/software/202528/milvus) — 4.8/5 (298 reviews) 3. [TOPdesk](https://www.capterra.com.br/software/127562/topdesk) — 4.4/5 (111 reviews) 4. [SysAid](https://www.capterra.com.br/software/107225/sysaid) — 4.5/5 (519 reviews) 5. [Freshservice](https://www.capterra.com.br/software/132997/freshservice) — 4.5/5 (714 reviews) ## Avaliações ### "Managing your IT service all in one place" — 4.0/5 > **Joshua** | *26 de setembro de 2024* | Serviços e tecnologia da informação | Taxa de recomendação: 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 | Taxa de recomendação: 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. ----- ### "ServiceNow IT Service Management" — 4.0/5 > **Julia** | *1 de maio de 2026* | Hospitais e Saúde | Taxa de recomendação: 8.0/10 > > **Vantagens**: I find ServiceNow easier to navigate than other software. I use it for submitting IT tickets and project requests. > > **Desvantagens**: It is difficult to look up a project if you don't have the project number assigned to it. Submitting general IT ticket are easy but not if requesting access. > > Overall, I like ServiceNow. I use it daily to submit projects that will later be approved and moved over Oracle. I like it more than Oracle. ----- ### "need better message function after a ticket is raised" — 3.0/5 > **Terry** | *12 de abril de 2025* | Mineração e metais | Taxa de recomendação: 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 ----- ### "Efficient IT Workflows with Steep Learning Curve" — 4.0/5 > **Avaliador Verificado** | *26 de fevereiro de 2026* | Serviços e tecnologia da informação | Taxa de recomendação: 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. ----- Página: 1 / 3\ Próximo: [Próxima página](https://www.capterra.com.br/software/152874/servicenow-knowledge-management?page=2) ## Links - [Ver em Capterra](https://www.capterra.com.br/software/152874/servicenow-knowledge-management) ## Esta página está disponível nos seguintes idiomas | Localidade | 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 | | ----- ## Dados estruturados