I would like to answer this questions from below user persona perspective:

Support Agent

What I like best is how quickly I can access asset details within tickets. It saves time, improves troubleshooting, and helps me resolve issues faster with better context.

Manager

I like the visibility ITAM provides into assets and operations. It helps improve team efficiency, control costs, and make better decisions with clear reporting and insights.

CIO / CTO

What stands out is the end-to-end visibility and control over IT assets. It drives cost optimization, ensures compliance, and supports better strategic decision-making. Review collected by and hosted on G2.com.

The effectiveness of ServiceNow IT Asset Management heavily depends on data quality, governance, and proper setup.

If asset data is incomplete or inconsistent, it directly impacts reporting and decision-making, making troubleshooting harder. Many community discussions highlight that data accuracy, and CMDB alignment require continuous effort.

Additionally, I would say the platform can feel complex to implement and configure, especially because ITAM is not just a tool but an ongoing process involving multiple teams like IT, finance, and procurement.

Without strong governance and clear processes, organizations may struggle with slow adoption, integration challenges, and difficulty realizing full value. Review collected by and hosted on G2.com.

ServiceNow IT Asset Management is simple and easy to use, with a clean interface that helps both users and IT teams manage assets smoothly from start to end. ITAM connects well with ITSM, CMDB, and discovery tools through integrations, so you always get a clear and accurate view of your assets in one place.

The ServiceNow platform works reliably even for large ITAM implementation, and automation reduces manual effort while improving data quality which helps teams move faster. From a cost perspective, it supports better asset usage, tracks finances effectively, and avoids unnecessary purchases, which improves overall ROI.

Getting started with ITAM is straightforward, with structured support and standard workflows that make adoption easier. On top of that, built-in AI and intelligent features provide useful insights, helping with smarter decisions, compliance, and proactive planning throughout the asset lifecycle which makes various persona users easy to use and understand various ITAM KPIs. Review collected by and hosted on G2.com.

While implementing ITAM for large organizations, they struggle with stakeholder alignment, governance, and process ownership. ServiceNow IT Asset Management can feel a bit complex to use, especially for new users when they are not yet up to the speed. Performance and reporting may suffer if data is not clean or well-maintained in the system. The cost can also be high compared to simpler tools, especially when advanced features are needed to be implemented. Onboarding takes time because processes and governance need to be defined clearly. Also, AI and automation features don’t always show full value unless the platform is well-configured and mature. Review collected by and hosted on G2.com.

I have been using ServiceNow IT Asset Management as part of my daily work for managing hardware assets and maintaining accurate inventory data across the organization. One of the biggest advantages of the platform is its seamless integration with CMDB, which helps maintain asset lifecycle visibility from procurement to retirement.

The reporting and dashboard capabilities make it easier to track asset compliance, warranty status, and data quality. I also appreciate the flexibility of workflows and automation, which reduce manual effort and improve operational efficiency.

Another strong point is the integration with Discovery and other ServiceNow modules, allowing organizations to maintain reliable asset and configuration data. This has helped our team improve CMDB health and make better decisions based on accurate information.

Overall, ServiceNow IT Asset Management is a robust and scalable solution for organizations looking to centralize asset management and improve governance. While the initial setup and customization can require some planning, the long-term benefits in visibility and process automation make it a valuable platform. Review collected by and hosted on G2.com.

Implementation can be tough, but once it's done it will be easy to work Review collected by and hosted on G2.com.

What I like best about ServiceNow IT Asset Management is how much time it saves me when I'm troubleshooting a ticket. As L2 support, I'm constantly pulling up an asset to check warranty status, current owner, install location, or what other configuration items it's tied to and having that all linked to the CMDB means I'm not jumping between five different systems or chasing down spreadsheets to get an answer. When a hardware issue comes in, I can see the asset's full history and its relationships to other CIs right away, which speeds up root cause analysis and cuts down on back-and-forth with end users. The integration with Incident and Change Management is also a big help, since I can see if a device had recent changes or related tickets before I even start digging. It's made day-to-day support noticeably faster and more accurate. Review collected by and hosted on G2.com.

Honestly, the biggest downside is data quality. If asset records aren't properly linked to the CMDB or kept up to date, it slows me down instead of helping. Initial setup also looked pretty heavy from what I saw, and building custom reports for specific issues (like tracking recurring hardware failures) isn't as flexible as I'd like, so I usually just export the data instead. Review collected by and hosted on G2.com.

I really appreciate how ServiceNow IT Asset Management helps keep all our IT assets organized in one place. It's so useful for tracking devices, software, ownership, and the overall asset lifecycle. I find that keeping track of assets is much easier now because everything is available in one system, helping me avoid missing or outdated asset information. What I like most is having a clear view of all assets in one place, which makes finding asset details quick and checking who owns an asset and where it is in its lifecycle really easy. It's great for tracking the whole lifecycle and ensuring assets are recovered from the assigned resource. Also, the initial setup was easy with the solution engineering team. Review collected by and hosted on G2.com.

I find some pages a little busy, especially as a new user. I would appreciate simpler navigation and fewer steps for common tasks to improve my overall experience. Review collected by and hosted on G2.com.

I really like the enhanced capabilities of ServiceNow IT Asset Management, especially the improved asset lifecycle management, automation, CMDB integration, and AI capabilities. AI integration can help with intelligent asset insights, automation of routine tasks, better data accuracy, predictive analysis, and faster decision-making. These capabilities reduce manual effort and improve overall IT asset visibility and management. Review collected by and hosted on G2.com.

ServiceNow IT Asset Management could improve the reliability and monitoring of SIAM integrations. Sometimes configured flows get stuck or data from Active Directory (AD) is not synchronized correctly, requiring manual updates to the affected records. Better integration monitoring, error notifications, automatic retry mechanisms, and improved data reconciliation would help identify and resolve synchronization issues faster while reducing manual intervention. Review collected by and hosted on G2.com.

What I like most about ServiceNow IT Asset Management is the ability to manage the complete lifecycle of technology assets in a single platform, from procurement through to deployment, maintenance, and retirement. It provides better visibility of asset ownership, location, status, and relationships with configuration items in the CMDB.

The integration between Asset Management and the CMDB is particularly valuable, as it helps improve data accuracy, supports better governance, and provides a clearer understanding of the technology estate. This enables more informed decision-making, improves asset utilisation, reduces waste, and helps ensure technology investments are effectively managed throughout their lifecycle. Review collected by and hosted on G2.com.

While ServiceNow IT Asset Management provides strong capabilities for managing the technology lifecycle, it can require significant effort to configure and maintain effectively. Achieving accurate asset data relies heavily on good processes, integrations, and ongoing data governance.

Some areas, such as hardware lifecycle management, software asset management, and licence optimisation, can become complex as environments scale. The platform also requires a strong understanding of asset and CMDB relationships to ensure data is structured correctly and delivers meaningful value. Additionally, licensing and module dependencies can make planning future growth and expanding capabilities more challenging. Review collected by and hosted on G2.com.

Asset records living next to the CMDB and the incident and request data is the whole point. When a device turns up in a ticket we can see who it is assigned to, where it sits, how old it is and whether it is still supported. Lifecycle states from procurement through to disposal are tracked in one place, so refresh planning and end-of-life reporting stop being a spreadsheet exercise. Software asset management gives us licence position and reclaim opportunities we could not see before. For endpoint compliance work it is useful having one source we can point at when someone asks how many unsupported devices we are carrying. Review collected by and hosted on G2.com.

The data quality problem is yours, not the product’s, and it will expose every gap you have. Discovery and normalisation need constant attention or your reporting drifts, and reconciling what discovery finds against what procurement recorded is ongoing work. Software asset management in particular takes real effort to configure before it produces anything trustworthy. Licensing for the SAM modules is a separate cost on top, which is a hard conversation when you are already paying for the platform. Reporting out of the box rarely matches what leadership actually asks for, so expect to build. Review collected by and hosted on G2.com.

The biggest advantage is having incident management, service requests, asset information, workflows, and reporting available within a single ecosystem. It has reduced manual coordination between teams and given us much better visibility into the lifecycle of requests. While the platform has a learning curve, once configured properly it becomes a reliable part of day-to-day operations. Review collected by and hosted on G2.com.

UI is complicated and there is a steep learning curve.

I often had to rely on saved filters because it wasn't immediately obvious where certain administrative settings were located. After a few weeks the navigation became familiar, but the initial onboarding took longer than I expected.Customization is difficult.We customized several workflows to match our internal approval process, and while the flexibility was impressive, even small configuration changes usually required testing to make sure they didn't affect existing automations. Review collected by and hosted on G2.com.

In terms of UI, it is simple and clean. Everything is managed within ServiceNow itself: you can define relationships between assets, track assets assigned to a particular user, monitor asset expiration, and capture the costs related to each asset. You can also set up reminders when an asset is about to expire.

ServiceNow offers a wide variety of integrations between different applications through the Integration Hub, which is an out-of-the-box solution and is very user-friendly to set up. Since everything is managed in the cloud, performance is good and changes are reflected in real time.

I’m not sure about the pricing and ROI. Support and onboarding are smooth; the ServiceNow team helps and ensures the proper prerequisites are in place. I’m also not sure about the AI/intelligence capabilities. Review collected by and hosted on G2.com.

It is a web of relationships between the assets and their defined relationship which sometimes gets very complex for someone to understand. Also I consider this benificial for a larger organisation than a small one. Review collected by and hosted on G2.com.