ServiceNow IT Service Management Reviews & Product Details

Since we introduced ServiceNow in our company, our business processes have improved significantly. Resolution times are now shorter than they were before, as we have access to accurate insights based on the contracted SLAs we implemented. Additionally, the management of configuration items has become much more effective since we adopted the CSDM model. This allows us to clearly identify which services are impacted whenever a configuration item is affected by a change or incident. Review collected by and hosted on G2.com.

The menu and overall user interface could use some improvement. For instance, in ITSM, the Operations Workspace is utilized, while for CSM, we rely on the CSM/FSM configurable workspace. However, not all features—such as UI actions and lists—are implemented in a consistent way across these areas. At times, it feels as though the various product teams within ServiceNow are not coordinating closely with one another. Review collected by and hosted on G2.com.

What I like best about ServiceNow IT Service Management is its ability to centralize all IT requests in one easy-to-use platform. The automation and workflows reduce manual effort, improve response times, and help teams deliver a more consistent support experience. Review collected by and hosted on G2.com.

What I dislike about ServiceNow IT Service Management is that the platform can feel complex at first and requires time to configure properly. The cost can also be high for smaller teams, and some advanced customizations need skilled resources to manage effectively. Review collected by and hosted on G2.com.

ServiceNow ITSM provides a highly structured and automated approach to managing IT services. I like how it centralizes incident, problem, and change management processes, which helps improve efficiency and reduce downtime. The dashboard and reporting features make it easy to track service performance and ensure SLAs are met. Its integration capabilities with other enterprise tools are also a big plus, making workflows smooth and reducing manual work. Review collected by and hosted on G2.com.

While ServiceNow offers robust capabilities, the platform may seem somewhat complicated for newcomers. Setting up and configuring the system initially demands a certain level of technical expertise, and making customizations can often take considerable time. Additionally, the licensing fees can be quite steep for smaller organizations, potentially making the platform less accessible. Review collected by and hosted on G2.com.

IT Service Management enables rapid restoration of services by following effective incident management procedures.

Through structured change management and the necessary approvals, changes and deployments within the IT infrastructure are carried out with careful planning, thorough reviews, and reliable backup and restore processes.

Additionally, problem management within ITSM plays a key role in minimizing the occurrence of incidents. Review collected by and hosted on G2.com.

With the high volume of tickets being created, it's important to have strong AI capabilities for automatically assigning them. The Predictive Intelligence feature seems promising, but it requires at least 10,000 tickets to train the model effectively. Review collected by and hosted on G2.com.

I love the smooth communication it facilitates between support teams and end users, enhancing our IT operations. The automation features streamline dialing and maintain service quality. The platform makes managing workflows easy across different departments. I appreciate the powerful reporting and dashboard capabilities, which enhance monitoring and performance improvements. The seamless integration with tools like Microsoft Teams, Active Directory, and Jira is impressive, making workflows smooth and efficient. The regular updates and continuous innovation keep the product evolving with our changing needs, consistently delivering value and efficiency. Review collected by and hosted on G2.com.

I find the customization process in ServiceNow IT Service Management to be quite complex and time-consuming. Although the platform's flexibility is one of its greatest strengths, the setup can feel overwhelming, especially for teams that lack deep technical expertise. Review collected by and hosted on G2.com.

What I like best about ServiceNow IT Service Management is its ability to centralize and automate IT service processes on a single platform. It provides strong workflow automation, incident and request management, and seamless integration with other enterprise tools. The platform’s scalability, reporting capabilities, and self-service portal significantly improve operational efficiency, visibility, and overall user experience for both IT teams and end users. Review collected by and hosted on G2.com.

While ServiceNow IT Service Management is a robust and feature-rich platform, it can be complex to configure and customize, especially for smaller teams or organizations without dedicated ServiceNow expertise. The licensing and implementation costs are relatively high, and advanced features often require additional modules. Additionally, the user interface and workflows can feel overwhelming for new users, leading to a longer learning curve and slower initial adoption. Review collected by and hosted on G2.com.

ServiceNow ITSM provides a very structured and efficient way to manage IT services across the organization. The best part is its user-friendly interface and centralized platform, which makes it easy to log, track, and resolve incidents or requests. The automation and workflows save a lot of manual effort by streamlining processes like approvals, change requests, and ticket assignments.

I also like how integrated and scalable the platform is – it connects well with other business applications and supports multiple ITIL processes seamlessly. The reporting and dashboard features are excellent for gaining insights into service performance and SLAs, which helps improve decision-making. Review collected by and hosted on G2.com.

While ServiceNow ITSM is powerful, it can sometimes feel complex and overwhelming for new users because of the many features and configurations. The implementation and customization process often requires significant time and expertise, which can be challenging for organizations without strong technical support.

Another drawback is that the system performance may slow down when handling large amounts of data or during peak usage. The licensing and cost can also be on the higher side compared to other ITSM tools, making it less budget-friendly for smaller teams.

Lastly, some users feel that the mobile experience and UI could be improved to match the smoothness of the web platform. Review collected by and hosted on G2.com.

What I like best about ServiceNow IT Service Management is how it turns messy, ad-hoc IT work into a single, predictable system of record. Instead of tickets scattered across email, chats, and spreadsheets, everything flows through one platform with clear ownership, SLAs, and audit trails. That structure makes it much easier to prioritize, measure, and continuously improve service delivery across teams, locations, and time zones.

I also appreciate how strongly ITSM is integrated with the rest of the platform. Incident, Problem, Change, CMDB, Knowledge, and Request Management all talk to each other, which means a single issue can trigger root-cause analysis, a standard change, a knowledge article, automated approvals, and proactive communications without juggling multiple tools. That connected data model is powerful for reporting, trend analysis, risk reduction, and demonstrating value back to the business.

From a user perspective, the guided forms, virtual agent, mobile experience, and self-service portal reduce friction and make “doing the right thing” the easiest path. From an IT perspective, low-code configuration, workflows, and automation enable teams to standardize processes while still adapting to local needs, regulatory constraints, and maturity levels.

Ultimately, what I value most is that ServiceNow ITSM provides both control and agility: strong governance, compliance, and process consistency, but with the flexibility to evolve quickly as the organization changes and as new services, technologies, and operating models are introduced. It creates transparency, builds trust between IT and end users, and gives leadership the data they need to make smarter, faster decisions every day. Review collected by and hosted on G2.com.

Cost and constant maintenance is required Review collected by and hosted on G2.com.

This app is very convenient, as it connects directly to your work email. You can configure and organize groups based on your work needs, add specific people to emails, and modify team members as necessary. The user interface is straightforward and easy to navigate, making it accessible for everyone. You can also set task priorities and manage them with ease. I also like feature like prebuild query my group work unassigned , assigned work , my closed work last 30 days etc Review collected by and hosted on G2.com.

It is sometimes really slow to load , the dashboard setting was a bit difficult for me to understand Review collected by and hosted on G2.com.

The thing I like best about Service Now is Comprehensive and Scalable Feature Set

ServiceNow transcends the role of a mere ticketing system. It serves as a comprehensive ITSM solution, equipped with a powerful array of features, which include:

Incident Management: Effectively monitor, handle, and resolve incidents to reduce downtime.

Change Management: Optimize the change process through integrated approval workflows and risk evaluation.

Problem Management: Actively uncover the underlying causes of persistent incidents to avert their recurrence. Review collected by and hosted on G2.com.

The thing I dislike about Service Now IT Service Management High Expenses and Complicated Pricing

High Licensing Costs: The licensing structure can be intricate and costly, with expenses varying based on the modules, user count, and particular features required. Review collected by and hosted on G2.com.