--- title: ServiceNow IT Service Management Reviews meta_title: 'ServiceNow IT Service Management Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1903 reviews by the users' company size, role or industry to find out how ServiceNow IT Service Management works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 1903 scale: '5' date_modified: '2026-07-17' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # ServiceNow IT Service Management Reviews **Vendor:** ServiceNow **Category:** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) **Average Rating:** 4.5/5.0 **Total Reviews:** 1,903 ## About ServiceNow IT Service Management ServiceNow IT Service Management (ITSM) is a cloud-based IT service management solution built on the ServiceNow AI Platform that helps IT organizations manage the full lifecycle of IT service delivery, from incident detection to resolution, service requests to change management, on a single platform with a unified data model. ServiceNow ITSM is used by IT teams across industries including financial services, healthcare, technology, manufacturing, and government. It is designed for organizations that need to manage high volumes of IT service requests, incidents, and changes while reducing manual effort and improving response times. Typical users include service desk agents, incident managers, change managers, problem managers, IT operations leaders, and platform administrators. Core capabilities include: 1) Incident management: Automatically classify, prioritize, route, and resolve incidents using AI. AI agents can handle routine issues end-to-end without human intervention, from password resets to common access requests, while escalating complex cases to the right team with full context attached. 2) Change management: Assess risk, automate approvals, and manage change schedules with CMDB-powered impact analysis. Standard and low-risk changes can be automated to reduce bottlenecks, while high-risk changes go through structured review workflows. 3) Problem management: Identify root causes of recurring incidents and create known error records to prevent repeat issues. Problem workflows connect directly to incident data, so patterns surface faster and fixes reach the service desk without manual handoffs. 4) Service request fulfillment: Provide employees with a self-service catalog backed by AI-powered search and a virtual agent that can resolve common requests without a ticket reaching a human agent. 5) Knowledge management: Capture, organize, and surface institutional knowledge so agents and employees can find answers faster. AI suggests relevant knowledge articles during incident handling and self-service interactions, reducing repeat work across the service desk. ServiceNow ITSM uses platform-native AI and AI agents to automate routine IT work that traditionally required manual effort such as ticket classification, assignment, initial diagnosis, and common resolutions. This is distinct from bolt-on AI tools because the AI operates on the same data model as the service management workflows, which means it has real-time access to the CMDB, incident history, change schedules, and knowledge base without requiring separate integrations. The product also connects to ServiceNow IT Operations Management (ITOM), enabling organizations to extend from reactive IT service delivery to proactive and autonomous service operations. When ITSM and ITOM run on the same platform, operational events detected in the infrastructure can automatically generate and route incidents, attach root cause context, and trigger resolution workflows, ultimately reducing the gap between when an issue occurs and when it's resolved. ServiceNow ITSM aligns with ITIL practices and supports organizations at various stages of IT maturity, whether they are consolidating from fragmented point tools or extending an existing ServiceNow deployment into AI-driven automation. ## ServiceNow IT Service Management Pros & Cons **What users like:** - Users appreciate the **ease of use** of ServiceNow IT Service Management, streamlining service management tasks efficiently. (168 reviews) - Users value the **rich platform** of ServiceNow for comprehensive ITSM task management and visibility. (112 reviews) - Users value the **streamlined efficiency** of ServiceNow IT Service Management, enhancing service delivery and user satisfaction. (100 reviews) - Users value the **customizable functionalities** and **easy integrations** that enhance the efficiency of IT Service Management. (97 reviews) - Users appreciate the **strong automation capabilities** of ServiceNow, enhancing IT operations and improving overall efficiency. (85 reviews) - Users value the **easy integration with external tools** , enhancing flexibility and improving overall IT service management. (82 reviews) - Service Management (65 reviews) - Productivity Improvement (54 reviews) - Users value the **collaborative features** of ServiceNow ITSM, streamlining ticket management and enhancing workflow efficiency. (52 reviews) - Customizability (52 reviews) **What users dislike:** - Users find the **learning curve steep** , requiring significant knowledge and configuration for effective use of ServiceNow ITSM. (72 reviews) - Users find ServiceNow ITSM **too expensive** , particularly due to high licensing and implementation costs for advanced features. (60 reviews) - Users find the **complexity** of ServiceNow IT Service Management challenging, especially without dedicated expertise and adequate training. (56 reviews) - Users find the **limited customization** options in ServiceNow IT Service Management can hinder optimal functionality and usability. (51 reviews) - Users find **customization difficult** in ServiceNow IT Service Management, contributing to a steep learning curve and added costs. (48 reviews) - Complex Setup (47 reviews) - Steep Learning Curve (36 reviews) - Not User-Friendly (33 reviews) - Pricing Issues (31 reviews) - Slow Performance (30 reviews) ## ServiceNow IT Service Management Reviews ### 1. ServiceNow Streamlines ITIL Workflows with Powerful Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Melissa V. | Engineer - IT support, Mid-Market (51-1000 emp.) **Reviewed Date:** March 31, 2026 **What do you like best about ServiceNow IT Service Management?** ServiceNow reduces manual work a lot. Incidents, requests, approvals, and escalations can all be automated. That means fewer delays and fewer human errors. And it is developed based on ITIL best practices **What do you dislike about ServiceNow IT Service Management?** The process of making changes to production is not to easy; not everyone can make direct changes, and if this are not saved correctly in an update, it is lost. If it adapts to the business, it limits future updates. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Scattered communication Slow response and resolution times Lack of visibility Repetitive manual work Poor knowledge sharing Smarter decision-making Report in real time etc ### 2. Automates IT Ops, Needs Better UI for Casual Users **Rating:** 5.0/5.0 stars **Reviewed by:** Kathy Y. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I really appreciate ServiceNow IT Service Management's ability to automate manual work, which saves time for our fulfillers and allows them to focus on higher priority activities. I also like its integration with other systems, including monitoring tools, and the alerts feature, which adds significant value. **What do you dislike about ServiceNow IT Service Management?** I find the end user interface challenging, especially for those who don't work on the platform very often. Easier menu navigation and a simpler way to find information would be improvements. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for Change Management, Incident Management, Request, and Major Incidents. It automates manual work, integrates with other systems, and alerts, saving time and allowing our fulfillers to focus on higher priority activities. ### 3. Centralized IT Support with Room for Improvement **Rating:** 4.0/5.0 stars **Reviewed by:** indira h. | Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** I really appreciate having one single place for support delivery with ServiceNow IT Service Management. The ITSM works well for us, and I find the CSDM data model valuable for having foundation data. **What do you dislike about ServiceNow IT Service Management?** We're having issues with duplicate data in the CSDM, and that requires cleaning the technical debt and moving away from legacy workflows. The initial setup was generally good, but we had some initial hiccups because of our custom setup. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for IT ticket management and appreciate it as a single place for support delivery, managing incidents, problem changes, and organizational change management. The CSDM data model provides foundational data, though duplicate data in CSDM needs improvement. ### 4. Effortless Ticket Management with Room for AI Enhancement **Rating:** 5.0/5.0 stars **Reviewed by:** Robin S. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like ServiceNow IT Service Management because it is easy to use for end users, which makes handling IT incidents and requests smooth. I also appreciate its workflows, which effectively route tickets to the right groups, enhancing efficiency. Additionally, the initial setup was simple, which was a relief. **What do you dislike about ServiceNow IT Service Management?** It's difficult for companies to understand how they can use the AI that is built into the ServiceNow platform. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to handle IT incidents and requests. It solves problems like managing multiple ticketing systems, lack of visibility, and absence of metrics. I appreciate its ease of use for end users and effective workflows that route tickets to the right groups. ### 5. Highly Recommended Tool for IT Service Management **Rating:** 4.5/5.0 stars **Reviewed by:** Meaghan M. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like how ServiceNow IT Service Management allows us to build out a Service Catalog, which helps us visualize the areas where we have gaps and need additional technology support. It also helps us see where we have duplicative applications, allowing us to consolidate and save money. **What do you dislike about ServiceNow IT Service Management?** Sometimes we find it's hard to define our technology services. Cyber Security services and End-User Support Services are all fairly straightforward. However, if you work in a niche industry it can make it challenging to identify the right services. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management helps us identify trends in reported issues, and the Service Catalog aids in visualizing service gaps and reducing duplicative applications to save money. ### 6. SOMETHING MORE THAN AN ITSM **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** May 13, 2026 **What do you like best about ServiceNow IT Service Management?** What I like best about ServiceNow IT Service Management is its centralized and user-friendly platform that streamlines incident, change, and request management efficiently. The automation capabilities, workflow customization, and strong integration support improve operational productivity, enhance service delivery, and provide better visibility into IT processes and performance across the organization. **What do you dislike about ServiceNow IT Service Management?** One challenge with ServiceNow IT Service Management is that initial implementation and customization can be complex and time-consuming for organizations with unique processes. The platform can also feel overwhelming for new users, and licensing or advanced feature costs may become expensive for smaller teams or businesses. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management helps streamline incident management, service requests, change management, and workflow automation through a centralized platform. It improves visibility, tracking, and collaboration across teams, reducing manual efforts and response times. This has helped improve operational efficiency, service delivery consistency, audit readiness, and overall user experience within the organization. ### 7. Unified Ticket Management with Ease of Use **Rating:** 4.5/5.0 stars **Reviewed by:** Alex B. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like the flow designer in ServiceNow IT Service Management because it's easy to configure, manage, and implement. The approval process is another feature I enjoy, as it enhances the overall efficiency. It's also great how I can replicate flows across different customer use cases, making it versatile for various needs. The product makes unified ticket management across all support teams straightforward, which simplifies the process of resolving incidents. **What do you dislike about ServiceNow IT Service Management?** I find the inbound mail handling could be improved. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management helps in resolving incidents and offers unified ticket management across all support teams. It's easy to configure, manage, implement, and allows me to replicate flows across different customer use cases. ### 8. The Go to platform for ITIL ticket creation and management **Rating:** 5.0/5.0 stars **Reviewed by:** Ashutosh C. | Conversation Designer, Enterprise (> 1000 emp.) **Reviewed Date:** March 11, 2024 **What do you like best about ServiceNow IT Service Management?** I think the introduction of new AI features which helps in faster resolutions and automated workflows to move tickets directly to resolver bins based on CIs and Categories. Also, the interface now looks simpler. The AI analysis tools are also great. **What do you dislike about ServiceNow IT Service Management?** I beleive now the tools is pretty solid to use as an user. Especially with the new AI tools, however ServiceNow should have a simpler guide when an user tries a new feature. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** We used it for mostly ticket creation. Monitoring dashboards and report generation. Once you have had the idea of how the platform works, it is great to use especially as a servicedesk agent or administrator. ### 9. Significant Process Improvements, But UI Consistency Needs Work **Rating:** 3.5/5.0 stars **Reviewed by:** John D. | Unknown, Enterprise (> 1000 emp.) **Reviewed Date:** December 03, 2025 **What do you like best about ServiceNow IT Service Management?** 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. **What do you dislike about ServiceNow IT Service Management?** 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. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Previously, we lacked accurate insights into resolution times, which often led to contractual breaches and associated fines. The implementation of the CMDB has also enhanced efficiency within our change management board by providing better visibility into our application stacks. What stands out most is how quickly the organization has adopted the system. Once users become familiar with one module, it becomes much easier to implement and adopt additional modules, as they are designed to work together and follow a consistent logic. ### 10. Efficiencies Unleashed for Large Teams **Rating:** 5.0/5.0 stars **Reviewed by:** Michele I. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like that most records in ServiceNow IT Service Management extend on a single table, which makes reporting easy. This feature allows users to create reports on their own, removing the administrative functions from the admins. Additionally, I appreciate the low code or no code aspect, which was a big selling point for us. During setup, we used an implementation partner, and I found that configuration was the easiest part of the implementation. **What do you dislike about ServiceNow IT Service Management?** So far I've had no complaints **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management helps get the information to the right people quickly. Most records extend on a single table, easing reporting. Users creating their own reports remove administrative tasks from admins. ### 11. Centralized Configuration DB Simplifies Maintenance, Even Through Service Ups and Downs **Rating:** 3.0/5.0 stars **Reviewed by:** Sahil P. | AIML Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** It is largely based on a configuration DB, which helps keep everything in a single place. This centralization makes overall maintenance easier for the service, including handling service ups and downs. **What do you dislike about ServiceNow IT Service Management?** Upgrades are difficult, and the system feels heavy to move or migrate. There is also a lot of duplication in the ticketing numbers and CT. Administrators face a massive learning curve when trying to understand the Common Service Data Model. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It actually merges all the domains internally—like service, infra, dev, and support—so it’s easier to maintain tickets across all of them. Figuring out exactly which applications and users are impacted usually takes hours of cross-communication, but here that back-and-forth is minimal. ### 12. Great UX Once You Learn It, Plus Handy Feature Bookmarks **Rating:** 4.5/5.0 stars **Reviewed by:** Luis (Tito) U. | Senior Manager Digital Channels Core Platforms, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** April 16, 2026 **What do you like best about ServiceNow IT Service Management?** I like the UX, even at the beginning is not so user friendly, once you understand how the navigation is, how menu, tables and other objects are located in the application, then is pretty easy. You have also the ability to bookmark your favourite features. **What do you dislike about ServiceNow IT Service Management?** I think when you have a bounch of customizations in the approval workflows then is complicated the maintenance, specially when you move from one version to the new one. You create a dependency with your implementation partner or your own development team. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It's centralized all data related to incident management and requirement fullfillment, handling access to different applications and also have the inventory of technology resources, such as laptops, cellphones and other devices linked to employees. ### 13. Structured and Efficient IT Management **Rating:** 4.0/5.0 stars **Reviewed by:** Abhijeet B. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like how everything in ServiceNow IT Service Management is very structured and organized at one location, making it very easy to go back and trace. It helps us trace IT issues, refine, and resolve them. I appreciate that it allows us to create rules based on business units and apply security rules to determine who can see what. **What do you dislike about ServiceNow IT Service Management?** nothing I can think of **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I find ServiceNow IT Service Management helps us trace IT issues, refine, and resolve them. I like how everything is structured and organized in one location, making it easy to go back and trace work. It also allows us to create rules and apply security measures effectively. ### 14. All Incidents, Requests, and Changes in One Place—Clear Ticket Tracking **Rating:** 4.0/5.0 stars **Reviewed by:** yasmine t. | Incident Resolution Management, Enterprise (> 1000 emp.) **Reviewed Date:** April 29, 2026 **What do you like best about ServiceNow IT Service Management?** What i like about it is that it puts incidents, requests and changes in one place and it helps track the work clearly without losing tickets **What do you dislike about ServiceNow IT Service Management?** - it is not easy to work with in the beginning, from my experience it took me time to understand it. - too many fields can make it slow when handling tickets. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** - it helps losing information or missing follow-up - it gives clear ownership so everyone knows who is handling what and speeds up escalation and resolution - for me : it helps me to follow the incidents faster and make the communication clearer with clients as they can have access as well and see all updates. ### 15. User-Friendly Interface, Efficient Incident Management **Rating:** 4.0/5.0 stars **Reviewed by:** Josh H. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like that ServiceNow IT Service Management has a pretty easy-to-use interface. It makes it easy to find answers or submit an incident. I also find the communication within the case particularly valuable, especially because it retains the history on the case so parties can review in a simple format. **What do you dislike about ServiceNow IT Service Management?** ServiceNow IT Service Management doesn't always meet employees where they are; sometimes I'm not on ServiceNow when an IT tech reaches out and they have to contact me through other channels. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to centralize IT incidents, leveraging a portal and AI for employee self-service, reducing case volume. It simplifies communication, retaining case history for review. ### 16. ITIL-Based Platform with Well-Integrated Modules **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** It’s built on ITIL, and the modules work well together across the platform. It’s easy to learn, and it’s also straightforward to support—as long as the company doesn’t customize it too heavily and sticks to configuration where possible. **What do you dislike about ServiceNow IT Service Management?** There isn’t enough Knowledge University training for ITSM, especially for platform support teams and process owners. The one admin course that’s available feels too high-level and not technical enough for day-to-day configuration work. I also can’t find any courses focused on Change Management using flows, or on using flows for the Knowledge Base, including guidance on the best ways to configure and maintain them. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Fast incident resolution, visibility, and control over changes. ### 17. Unified, Scalable ITSM with Powerful Automation and CMDB **Rating:** 4.0/5.0 stars **Reviewed by:** Satish M. | Key Account Manager, Enterprise (> 1000 emp.) **Reviewed Date:** January 28, 2026 **What do you like best about ServiceNow IT Service Management?** ServiceNow ITSM is valued for bringing key IT processes—incidents, changes, requests, and assets—into a single, unified platform, improving visibility and reducing tool fragmentation. Its strong automation and workflow capabilities help teams resolve issues faster while requiring less manual effort. Users also appreciate the robust, ITIL-aligned modules and the powerful CMDB, which make troubleshooting and decision-making more straightforward. Overall, it’s seen as a scalable, secure, and highly flexible enterprise solution. **What do you dislike about ServiceNow IT Service Management?** It can feel complex and overwhelming to configure, especially at first. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow ITSM helps address issues such as fragmented IT tools, slow and manual workflows, and recurring incidents by centralizing key processes, automating routine tasks, and improving overall visibility. As a result, teams can resolve issues faster and operate more efficiently. ### 18. Simple IT Ticket Tracking with Powerful Historical Lookup **Rating:** 5.0/5.0 stars **Reviewed by:** Cally C. | IT Systems Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2026 **What do you like best about ServiceNow IT Service Management?** It makes tracking IT tickets and requests so simple and is great for looking up historical info to help with current issues. **What do you dislike about ServiceNow IT Service Management?** I wish it was easier to build other processes on it and it didn’t take up so may licenses, but it is great other than that. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It is solving our need to fix issues faster and to be a better customer service department. ### 19. Scalable Platform with Seamless Integration **Rating:** 4.5/5.0 stars **Reviewed by:** Ravi C. | Senior ServiceNow Developer, Enterprise (> 1000 emp.) **Reviewed Date:** April 15, 2026 **What do you like best about ServiceNow IT Service Management?** I like how scalable ServiceNow IT Service Management is and that it's an integrated unified platform for multiple enterprise requirements. The integration of ITSM forms with backend data like CMDB, where all the organizational assets are stored, is really valuable. I also appreciated how smooth the initial setup was with all the plugins. **What do you dislike about ServiceNow IT Service Management?** ServiceNow IT Service Management needs to evolve more in the AI space and improve smooth integration with other tools for direct user interaction. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management provides a self-service portal for accessing Incident and Request forms, and Knowledge articles, integrating ITSM forms with backend data like CMDB for organizational assets. Its scalability and integration as a unified platform for multiple enterprise requirements are notable benefits. ### 20. Good Change Management, Needs Better Integration **Rating:** 3.0/5.0 stars **Reviewed by:** Adnan S. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I find the change description and routing for approval feature in ServiceNow IT Service Management quite effective. I also appreciate the categorization of change, which helps in organizing tasks effectively. **What do you dislike about ServiceNow IT Service Management?** Integration and edit options are a bit of a pain. When implementing standard changes, I couldn't assign the template to more than one assignment group. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use it for change management, especially for change approval, description, routing for approval, and categorization. ### 21. Efficient ITSM Platform for Streamlined Workflow Management **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Small-Business (50 or fewer emp.) **Reviewed Date:** April 27, 2026 **What do you like best about ServiceNow IT Service Management?** I use ServiceNow IT Service Management primarily for managing incidents, service requests, and tracking issues across applications. It helps streamline communication between development, support, and operations teams by providing a centralized platform for ticketing and workflow management. In my role, I use it to monitor and resolve production issues, track bugs, manage change requests, and ensure proper documentation of tasks. It also helps in prioritizing work, maintaining SLAs, and improving overall efficiency through structured processes and automation. **What do you dislike about ServiceNow IT Service Management?** The platform can feel complex and less intuitive for new users, and advanced customizations often require specialized expertise. Additionally, performance may slow down in heavily customized environments. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow ITSM solves the challenge of managing incidents and requests across teams by providing a centralized, structured platform. It helps improve visibility, streamline workflows, and ensure SLA adherence. In my role, it allows me to track issues efficiently, prioritize work, and collaborate better with teams, resulting in faster resolution and improved productivity. ### 22. Automates Tasks, But Needs Better Customization **Rating:** 4.5/5.0 stars **Reviewed by:** Avik M. | Senior Manager IT Asset and Client Services, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like ServiceNow IT Service Management for its well-thought design, which allows agent skills and the ability to create agents that yield great value. The product's features make it possible to automate many tasks that were previously completed by human L1 agents, such as categorization, ticket routing, and KB creation. **What do you dislike about ServiceNow IT Service Management?** New Service Operation Workspace has low adoption and probably has too much information on a single page. The ability for agents to customize it would be great. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to better track and automate processes, resolve internal IT issues, and automate tasks like ticket routing and categorization, which were previously done by human agents. ### 23. Seamless Incident Management and Request Handling **Rating:** 5.0/5.0 stars **Reviewed by:** Zach O. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I love the ease of use in ServiceNow IT Service Management. The incident process and the request catalog are particularly valuable, as they allow our non-technical users to submit requests easily. It helps us easily keep track of all incidents and requests in the company. We switched from an in-house developed product to ServiceNow IT Service Management because of its scalability and ease of use. Overall, it works well and the initial setup was fairly smooth, even though it was many years ago. **What do you dislike about ServiceNow IT Service Management?** N/A **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to efficiently track incidents and requests. It's easy for our non-technical users to submit requests, improving company-wide communication. ### 24. AI-Powered Incident Management with Highly Customizable Self-Service Portals **Rating:** 5.0/5.0 stars **Reviewed by:** deepeshkumar G. | Technical Specialist functional , Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** May 04, 2026 **What do you like best about ServiceNow IT Service Management?** With AI capabilities SNOW has very good capability for incident management, customised options to enhance efficiency, customer friendly self service portals with robust customisation. **What do you dislike about ServiceNow IT Service Management?** SNOW is little complex and requires experts to handle for maintenance of extensive feature set, upgrades, and the cost is on a higher side for lesser priority teams. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** SNOW have the process automation feature which enhanced and streamlined our daily routine tasks like incident management , change management and reduced the request handling time for a great extend.. Customization feature helped us to configure workflows in a tailored way for specific projects. Cloud based service reduced us to maintain on prem infrasture reduced our cost. ### 25. Robust Incident Management, Minor Glitches with Tabs **Rating:** 5.0/5.0 stars **Reviewed by:** rob w. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like how ServiceNow IT Service Management helps reduce major incidents and outages by proactively managing the environment. I also appreciate that the Service Operation Workspace and Agent Assist work great, allowing agents to view customer incident history, which helps in quickly triaging repeat users. **What do you dislike about ServiceNow IT Service Management?** Opening multiple tabs in the Service Operation Workspace sometimes causes memory leaks and can make the app freeze as memory utilization hits 100%. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for resolving and tracking incident and problem management. It reduces major incidents by proactively managing the environment. Agent Assist helps by allowing us to quickly triage repeat users by checking customer incident history. ### 26. Streamlined Incident Management, Needs Easier Setup **Rating:** 5.0/5.0 stars **Reviewed by:** komal s. | Sr Modern Service Management Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like that ServiceNow IT Service Management is easy to learn and introduce to new incident responders. The Incident Management feature is particularly valuable as it allows us to record incidents and see trends, which is essential for performing root cause analysis and checking dependencies, known issues, and known errors. **What do you dislike about ServiceNow IT Service Management?** The initial setup of ServiceNow IT Service Management was not that easy. I also find the outage tab linkage with the problem record directly could be improved. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to capture knowledge, ensure proper escalation, and quickly record incidents. It helps me perform root cause analysis through trend observation, dependencies, and known issues. ### 27. Great IT Solution with Room for Flexibility **Rating:** 3.5/5.0 stars **Reviewed by:** Amber N. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like that ServiceNow IT Service Management is our one-stop place to address IT-related concerns. It lets us manage requests, incidents, and access the knowledge base and catalogs all in one platform. This makes it really useful as we can do it all in one place and store information historically. **What do you dislike about ServiceNow IT Service Management?** The reportings and workspace is a bit rigid. I also wish for a better understanding of how the platform works with knowledge base articles. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for tracking ticket volume, setting SLAs, and resolving incidents. It's our one-stop place for all IT-related concerns, allowing us to handle requests, incidents, and store information historically. ### 28. Robust Tool with OOB Simplicity and High Automation Potential **Rating:** 5.0/5.0 stars **Reviewed by:** Tim K. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like the out-of-the-box functionality of ServiceNow IT Service Management, but I especially appreciate the high ceiling for automation opportunities. The ease of use with the Statement of Work (SOW) is another aspect I find valuable. The initial setup of the system was fairly simple right out of the box. Overall, I would definitely recommend IT Service Management. **What do you dislike about ServiceNow IT Service Management?** The learning curve is always a challenge. It's not so much improvements, but understanding the complicated language and differentiating the relationships between INC, PRBs, MIs, RITMs, REQs, SCTASKS, PTASKS, etc. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for organizing all IT requests and changes in our infrastructure and data environments. ### 29. Seamless Cross-Team Collaboration with Powerful Dashboard Analytics **Rating:** 4.0/5.0 stars **Reviewed by:** afshan a. | Technical lead, Enterprise (> 1000 emp.) **Reviewed Date:** April 08, 2026 **What do you like best about ServiceNow IT Service Management?** It provides a seamless interaction between various teams working on the different systems and technologies with its one of its kind analytics abilities encountered through its dashboards. **What do you dislike about ServiceNow IT Service Management?** Everytime have to refresh the dashboard to see the tickets coming in our queue and generation of report and their results are sometimes difficult to analyse. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It is bringing the teams of different platforms on the same page for better execution of project activities and helping a lot in speeding up the project for best results. ### 30. Seamless Incident and Change Management, Minor Learning Curve **Rating:** 4.5/5.0 stars **Reviewed by:** Rahul W. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like the capabilities and the connected platform of ServiceNow IT Service Management. I appreciate how it seamlessly integrates the relationship between incident, change, and problem flow for the service desk and remote support. **What do you dislike about ServiceNow IT Service Management?** The employees need to know the service and service offerings, and it could be challenging. Employees need to know what the different services and service offerings are to get to the right support team. The initial setup was moderately complex. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for employee support. Its capabilities and connected platform help manage the relationship between incident, change, and problem flow seamlessly for the service desk and remote support. ### 31. Incident & Operations Management Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Kajal s. | Site Reliability Engineer in Deustche Bank on behalf of TCS, Enterprise (> 1000 emp.) **Reviewed Date:** August 07, 2023 **What do you like best about ServiceNow IT Service Management?** curated dashboard for tracking of on call rota, ticket behaviour. Templates to opt for auto fill of tickets as per preference and requirement . integration with infra and monitoring software products like Newrelicwhere in dbunity endpoint for creating auto incidents . auto incident creation via ITRS geneos software based on event rule integration setup in dbunity . hub of knowledge base references to handle issues effieciently for new resources . user friendly interface , simple and adaptable for new joiners to use. **What do you dislike about ServiceNow IT Service Management?** more filtering to tackle task assigned in change request . AI involvment for real time insignts and smarter recommendation for incident resolution . enhancement in reporting performance **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It has been helpful in resolving concern for application outages via engaging required support group and the proper linkage of the application ci and noting the impact and affect it can cause ### 32. Effective Ticketing with ServiceNow **Rating:** 4.5/5.0 stars **Reviewed by:** Ram Singh Y. | Senior System Associate, Enterprise (> 1000 emp.) **Reviewed Date:** April 23, 2026 **What do you like best about ServiceNow IT Service Management?** I like ServiceNow IT Service Management for its UI and UX. The overall tickets dashboard view is great for tracking and viewing tickets. I appreciate the day and night theme view and the ability to create email templates directly within ServiceNow, so I don't need to switch to another general mail application. The initial setup was an easy walkthrough. **What do you dislike about ServiceNow IT Service Management?** I think there must be a feature for sprint planning like Jira software. Maybe I have not checked in ServiceNow. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for ticket tracking, incident requests, change requests, and ticket assignment. It solves my need for a comprehensive view and tracking of tickets with its overall tickets dashboard view. ### 33. ServiceNow ITSM: Unified “Single Pane of Glass” with Powerful CMDB & AI Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Ganesh G. | ServiceNow Senior Technical Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** February 05, 2026 **What do you like best about ServiceNow IT Service Management?** What I like best about ServiceNow IT Service Management (ITSM) is its ability to centralize fragmented IT operations into a "single pane of glass." By consolidating incident, problem, change, and request management on one platform, it eliminates operational silos and provides a unified view of the entire IT landscape. Specifically, the integration with the CMDB (Configuration Management Database) is a standout feature; it allows for real-time visibility into how technical issues impact critical business services. Additionally, the automation and AI-driven triage (like Now Assist) significantly reduce manual effort by automatically routing tickets and suggesting resolutions, which accelerates the Mean Time to Resolution (MTTR) and improves the overall employee experience. **What do you dislike about ServiceNow IT Service Management?** What I dislike about ServiceNow IT Service Management (ITSM) is the architectural complexity and the high total cost of ownership. While the platform is incredibly powerful, it can be overwhelming for smaller teams. Specifically: Implementation Overhead: The initial configuration and "heavy" customization often require expensive specialized consultants. If not done carefully, "out-of-the-box" features can become broken during version upgrades. Licensing Costs: The pricing model is often viewed as premium or "enterprise-only," making it difficult to justify for organizations that only need basic ticketing. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Fragmented Tools and Data Silos: It replaces multiple disparate systems with a "single system of record," ensuring everyone works from the same data (the CMDB). High Ticket Volume and Slow Triage: It solves the issue of IT teams being buried under routine requests through AI-driven automation and self-service. Lack of Visibility: It fixes the "black hole" of IT requests by providing real-time tracking, dashboards, and automated status updates. Risk and Compliance Gaps: It manages the risk of changes to the IT environment by using automated conflict detection and audit-ready logs. ### 34. Reliable Ticket Routing **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2026 **What do you like best about ServiceNow IT Service Management?** The automation engine is a standout feature. It allows us to set up complex workflows that trigger automatically, ensuring that tickets are routed to the right teams without delay. This consistency helps in maintaining high SLAs and improves the user experience across the organization. **What do you dislike about ServiceNow IT Service Management?** he automation engine is a standout feature. It allows us to set up complex workflows that trigger automatically, ensuring that tickets are routed to the right teams without delay. This consistency helps in maintaining high SLAs and improves the user experience across the organization **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow ITSM solves the major challenge of fragmented communication and siloed data across IT departments. Before using the platform, tracking incident progress and change requests across different teams was difficult. It now provides a single source of truth that streamlines our service delivery. This has benefited me by drastically reducing the time spent on manual status updates and allowing me to focus on high-priority technical tasks with much better visibility into our overall infrastructure health. ### 35. Seamless Automation, Extremely Customizable **Rating:** 5.0/5.0 stars **Reviewed by:** Joel O. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I primarily use ServiceNow IT Service Management to capture issues and requests from our client base, which are our employees. I like how it captures issues in a ticket-based system and automatically resolves them. I appreciate the ability to manage and configure it to our specifications, allowing us to automate where possible and reduce or deflect tickets. The initial setup was quite easy. **What do you dislike about ServiceNow IT Service Management?** Nothing at this time **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to capture issues and requests from employees. It solves problems by capturing issues in a ticket-based system and resolving them automatically, allowing us to automate where possible and reduce or deflect tickets. ### 36. Robust Yet Complex IT Management Tool **Rating:** 4.0/5.0 stars **Reviewed by:** sachin s. | Consultant, Small-Business (50 or fewer emp.) **Reviewed Date:** June 02, 2026 **What do you like best about ServiceNow IT Service Management?** I like the reporting functionality and dashboard in ServiceNow IT Service Management. They help me keep track of requests and provide reports like four-month average reports or anti-usage reports. These tools assist in maintaining clinical-like reporting, which I find very beneficial. **What do you dislike about ServiceNow IT Service Management?** Sometimes the reporting functionality takes time to load, and it's a complex setup. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for managing and streamlining IT service requests and incident handling. It helps with service automation, ticket management, and offers valuable reporting functionality and dashboards for clinical-like reporting, keeping track of requests efficiently. ### 37. Transforms IT Service Management **Rating:** 4.5/5.0 stars **Reviewed by:** Ben C. | Technology Enablement Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about ServiceNow IT Service Management?** I like that ServiceNow IT Service Management is our single system of record with built-in governance, which is fantastic. I also appreciate the standardization and continuous improvement ability, especially with our enhancements pipeline supporting this. **What do you dislike about ServiceNow IT Service Management?** The legacy views are a pain. One consolidated view without having any fields missing between old and new would be great. The initial setup wasn't that easy, but worth the pain. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management provides a single platform for IT services, replacing previous inconsistencies and giving us a clear system of record. It enables standard ITIL processes for incident and change management, allows AI use and automation, and improves governance and auditing visibility. ### 38. Outstanding Incident and Change Management, Easy Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Ravi Teja K. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I really appreciate ServiceNow IT Service Management for its strong Incident and Change management features. It helps me understand user problems and keep track of various incidents created each month, while also analyzing pain points. The Change management aspect is great for managing production migrations and avoiding conflicts between teams. Additionally, the setup was easy, which was a nice surprise. **What do you dislike about ServiceNow IT Service Management?** I feel inbound email actions need to have more intelligence and AI driven. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to track all user requests, analyze through dashboards, and calculate time and efforts. It helps understand user problems and manage prod migrations, avoiding conflicts between teams. ### 39. Brings IT Together, But Steep Learning Curve **Rating:** 4.0/5.0 stars **Reviewed by:** Emiloio C. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like ServiceNow IT Service Management because it helps in getting all IT departments on the same system. I appreciate being able to monitor the status of open issues and track what other departments are working on, including the status, solution, and cause of issues. **What do you dislike about ServiceNow IT Service Management?** We are new to ServiceNow IT Service Management so the learning curve is huge. Helping people understand the difference between incidents and service requests is challenging. I feel the initial setup was rushed and not ready when we released it. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to unify IT departments and monitor status, solution, and cause of issues across departments. ### 40. Centralized Help Desk with Seamless Integration **Rating:** 4.0/5.0 stars **Reviewed by:** Mohamed Rafiq S. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like the integrated environment of ServiceNow IT Service Management because it connects well with other ServiceNow products, like ITOM Discovery, which really helps streamline our processes. Another thing I enjoy is the centralized CMDB, which effectively eliminates duplication or incorrect configuration items. I can also leverage CMDB data with other products, adding more value to our operations. **What do you dislike about ServiceNow IT Service Management?** Business process migration is an area where ServiceNow IT Service Management could improve. Assistance in migrating business processes would be helpful. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to streamline processes, centralize requests, and integrate with other ServiceNow products like ITOM Discovery for a centralized CMDB, minimizing errors. ### 41. ITSM done right, augmented with AI speed **Rating:** 5.0/5.0 stars **Reviewed by:** Marshall P. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** ServiceNow ITSM helps us enforce quality processes and deliver standardized responses for incident and change management. This, in turn, improves uptime and overall service quality, while also providing better visibility at every level into how IT is running. **What do you dislike about ServiceNow IT Service Management?** IFSM by its nature requires a long term commitment to data quality. Enabling an AI ready data foundation that is CSDM aligned requires ongoing support and is not just an initial project. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Biggest challenge this is currently solving is streamlining the change management process. What should be changed, what changes need extra scrutiny or alignment with leadership. Improving the uptime and quality of our IT services. ### 42. Our experience has connected the islands **Rating:** 4.5/5.0 stars **Reviewed by:** Jeimmy L. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** Our service management processes and quality has significantly improved since our service now launch — aligning processes people and tools - consolidating in one tool our IT and NW service management making things easier and faster to report and address **What do you dislike about ServiceNow IT Service Management?** It does not have read only access to end users who requires to have visibility to overall tickets status like P1 impacting the whole organization and have no need to to be ITIL users … this is a big lack reported by all my key stakeholders **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Process and tools improvement alignment and consistency has been key in our organization since the introduction of ServiceNow ### 43. Streamlines Issue Oversight and Ticket Flow **Rating:** 4.5/5.0 stars **Reviewed by:** eryka l. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like how the knowledge bases allow everyone to follow and understand causes and ways to correct issues. I also appreciate the ticket flow feature where tickets move easily from CSM to INC to PRB to CHG, making the process smoother. **What do you dislike about ServiceNow IT Service Management?** The time to make changes can be frustrating because things that seem small can take much time to change. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for corporate oversight of issues. It solves tracking incidents from intake to completion. I like that the knowledge bases allow everyone to follow and understand causes and solutions. Tickets move easily through different stages, improving the process flow. ### 44. Organized and Effective, But Reporting Can Improve **Rating:** 4.5/5.0 stars **Reviewed by:** Thomas R. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like ServiceNow IT Service Management because it has a very organized structure, which is really helpful. It allows me to download timeline data to build reports in Copilot, and that's a feature I find particularly useful. **What do you dislike about ServiceNow IT Service Management?** The reporting features and statistics are lacking and I need help with them in a simple fashion. There's a lack of instructions on where reporting is located and how to create reports in a simple way. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for incident management, recording timelines, and sending communications. It helps me download timeline data to build reports in Copilot, and has a very organized structure. ### 45. Robust Platform with Multi-Modal Access **Rating:** 3.5/5.0 stars **Reviewed by:** Colin E. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like that ServiceNow IT Service Management is a robust platform that we can build upon for a number of initiatives across the enterprise. The multi-modal experience is great, with options from the mobile app, mobile web, and full web interface allowing customers and agents to interact on the go and anywhere they are. **What do you dislike about ServiceNow IT Service Management?** The configuration of items can be complex or confusing, and system properties or list items can be tricky. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for unified ticketing and change management. It's a robust platform for enterprise initiatives, offering a multi-modal experience that lets customers and agents interact on the go. ### 46. Centralized IT Requests That Make Tracking and Resolution Effortless **Rating:** 5.0/5.0 stars **Reviewed by:** sharif M. | Concierge assistant manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 18, 2026 **What do you like best about ServiceNow IT Service Management?** What I like best about ServiceNow IT Service Management is how it centralizes all IT requests in one place, making it easy to track, manage, and resolve issues efficiently. **What do you dislike about ServiceNow IT Service Management?** It can sometimes feel a bit complex and not very intuitive, especially when navigating between different modules or handling simple requests **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It solves the problem of fragmented IT support by centralizing incidents, requests, and workflows in one platform. This improves response times, increases visibility, and helps ensure issues are tracked and resolved more efficiently. ### 47. Streamlined IT Operations with Powerful Automation **Rating:** 4.0/5.0 stars **Reviewed by:** Dhanush S. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 14, 2026 **What do you like best about ServiceNow IT Service Management?** I like ServiceNow IT Service Management's workflow automation, which reduces manual work. The easy ticket management keeps issues organized and easy to track. The centralized dashboard gives quick visibility into ongoing tasks and system performance, helping to streamline IT operations efficiently. **What do you dislike about ServiceNow IT Service Management?** The UI can feel complex at times for new users, and some customizations and integration require significant setup effort. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to manage IT support operations, handle incident and service requests, track assets, and automate workflows. It improves ticket resolution time, organizes tasks efficiently, and provides better visibility into IT processes through dashboards and reporting. ### 48. Efficient Tracking with Some Software Glitches **Rating:** 4.0/5.0 stars **Reviewed by:** Ronald T. | Treasurer, Small-Business (50 or fewer emp.) **Reviewed Date:** May 03, 2026 **What do you like best about ServiceNow IT Service Management?** I use ServiceNow IT Service Management to create and manage service incident tickets with clients facing software issues. I appreciate its ability to provide a clean and succinct way of tracking services and managing client communications. I like their ability to track metrics, as it allows me to keep tabs on the services I am providing to clients. Additionally, I found the initial setup to be simple and efficient. **What do you dislike about ServiceNow IT Service Management?** I would like for the minimization of software errors and bugs. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to create and manage service incident tickets, providing a clean way to track services and manage client communications effectively. ### 49. Robust ITIL Framework with Workflow Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Vibha S. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like that ServiceNow IT Service Management takes care of the core ITIL practices, which is important for our IT management. Its workflow capabilities stand out, with embedded best ITIL framework and right governance. I also appreciate the integration with Active Directory, which helps automate onboarding. **What do you dislike about ServiceNow IT Service Management?** I think the ease of use could be improved, particularly the UI. The initial setup wasn't too easy, especially if you're not familiar with ServiceNow. There were too many implementation steps. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to get support teams out of email, track tickets better, and improve the employee experience, embedding ITIL frameworks and governance. ### 50. Highly Customizable and Cost-Effective IT Service Management **Rating:** 5.0/5.0 stars **Reviewed by:** John j. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I really appreciate the customizability and simplicity of ServiceNow IT Service Management across different groups. This allows us to adapt the platform to our specific internal workflows for escalations and assignments. The initial setup was relatively simple, which made transitioning to ServiceNow much smoother. I also value the cost-effectiveness and platform capabilities, which were significant factors in our decision to switch from BMC Remedy. **What do you dislike about ServiceNow IT Service Management?** the knowledge article attachment within the incident **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for incident intake, triage, escalation, and documentation. It improves activity tracking and adapts to our workflows for escalations and assignments, thanks to its customizability and simplicity. ## ServiceNow IT Service Management Discussions - [aws solution architect training](https://www.g2.com/discussions/51509-aws-solution-architect-training) - 1 comment, 1 upvote - [Asset Tracking](https://www.g2.com/discussions/asset-tracking) - 1 comment, 1 upvote - [What is ServiceNow IT Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-it-service-management-used-for) - 3 comments - [What features of ITIL are utilized by the ServiceNow platform?](https://www.g2.com/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) - 1 comment - [What are the features of service management?](https://www.g2.com/discussions/what-are-the-features-of-service-management) - 1 comment - [View ServiceNow IT Service Management pricing details and edition comparison](https://www.g2.com/products/servicenow-it-service-management/reviews?page=4§ion=pricing&secure%5Bexpires_at%5D=2026-07-17+17%3A38%3A56+-0500&secure%5Bsession_id%5D=7b3fc8f1-6b50-4cad-8639-d2c0b90ceff6&secure%5Btoken%5D=ce5275dd1ff8cc4977fe034ee9712f2680c9c679a45a4917ab3df5f35ff13fa6&format=llm_user) ## ServiceNow IT Service Management Integrations - [Accreditation Manager](https://www.g2.com/products/accreditation-manager/reviews) - [ActiveDirectory Domain Controller for Windows 2016](https://www.g2.com/products/activedirectory-domain-controller-for-windows-2016/reviews) - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Aria](https://www.g2.com/products/aria-aria/reviews) - [AWS Cloud Development Kit (AWS CDK)](https://www.g2.com/products/aws-cloud-development-kit-aws-cdk/reviews) - [Azure Active Directory Domain Services](https://www.g2.com/products/azure-active-directory-domain-services/reviews) - [Azure Pipelines](https://www.g2.com/products/azure-pipelines/reviews) - [Azure Portal](https://www.g2.com/products/azure-portal/reviews) - [Azure Virtual Desktop](https://www.g2.com/products/microsoft-azure-virtual-desktop/reviews) - [Banner.so](https://www.g2.com/products/banner-so/reviews) - [barista AI](https://www.g2.com/products/barista-ai/reviews) - [BC Enterprise](https://www.g2.com/products/bc-enterprise/reviews) - [BeyondTrust Remote Support](https://www.g2.com/products/beyondtrust-remote-support/reviews) - [Bullhorn](https://www.g2.com/products/bullhorn/reviews) - [ChatGPT](https://www.g2.com/products/chatgpt/reviews) - [Cisco Duo](https://www.g2.com/products/cisco-duo/reviews) - [CrowdStrike Falcon Cloud Security](https://www.g2.com/products/crowdstrike-falcon-cloud-security/reviews) - [CrowdStrike Falcon Endpoint Protection Platform](https://www.g2.com/products/crowdstrike-falcon-endpoint-protection-platform/reviews) - [CyberArk Privileged Access Manager](https://www.g2.com/products/cyberark-privileged-access-manager/reviews) - [Datadog](https://www.g2.com/products/datadog/reviews) - [Dynamics 365 Customer Service](https://www.g2.com/products/dynamics-365-customer-service/reviews) - [Dynatrace](https://www.g2.com/products/dynatrace/reviews) - [Elasticsearch](https://www.g2.com/products/elastic-elasticsearch/reviews) - [Elastic Suite](https://www.g2.com/products/elastic-suite/reviews) - [Everbility](https://www.g2.com/products/everbility/reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - [GitHub](https://www.g2.com/products/github/reviews) - [GoAnywhere MFT](https://www.g2.com/products/goanywhere-mft/reviews) - [InsightVM (Nexpose)](https://www.g2.com/products/insightvm-nexpose/reviews) - [Issue Templates for Jira Cloud | Jira Templates](https://www.g2.com/products/issue-templates-for-jira-cloud-jira-templates/reviews) - [ITA Group](https://www.g2.com/products/itagroup-ita-group/reviews) - [Jamf](https://www.g2.com/products/jamf/reviews) - [Jenkins](https://www.g2.com/products/jenkins/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - [LogicMonitor](https://www.g2.com/products/logicmonitor/reviews) - [Lumen SD-WAN](https://www.g2.com/products/lumen-sd-wan/reviews) - [Microsoft 365](https://www.g2.com/products/microsoft365/reviews) - [Microsoft Entra ID](https://www.g2.com/products/microsoft-entra-id/reviews) - [Microsoft Excel](https://www.g2.com/products/microsoft-excel/reviews) - [Microsoft Exchange](https://www.g2.com/products/microsoft-microsoft-exchange/reviews) - [Microsoft Intune Enterprise Application Management](https://www.g2.com/products/microsoft-intune-enterprise-application-management/reviews) - [Microsoft Outlook](https://www.g2.com/products/microsoft-outlook/reviews) - [Microsoft Power BI](https://www.g2.com/products/microsoft-microsoft-power-bi/reviews) - [Microsoft SharePoint](https://www.g2.com/products/microsoft-sharepoint/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [Moogsoft](https://www.g2.com/products/moogsoft/reviews) - [MoveSpring by Reward Gateway](https://www.g2.com/products/movespring-by-reward-gateway/reviews) - [Moveworks](https://www.g2.com/products/moveworks/reviews) - [Nexthink](https://www.g2.com/products/nexthink/reviews) - [Okta](https://www.g2.com/products/okta/reviews) - [OpManager Nexus](https://www.g2.com/products/opmanager-nexus/reviews) - [Oracle Database](https://www.g2.com/products/oracle-database/reviews) - [Oracle PeopleSoft](https://www.g2.com/products/oracle-peoplesoft/reviews) - [PagerDuty](https://www.g2.com/products/pagerduty/reviews) - [Palo Alto Cortex XSIAM](https://www.g2.com/products/palo-alto-cortex-xsiam/reviews) - [Perspectium DataSync](https://www.g2.com/products/perspectium-datasync/reviews) - [Ping Identity](https://www.g2.com/products/ping-identity/reviews) - [PlanIt](https://www.g2.com/products/enable-365-planit/reviews) - [Proofpoint Core Email Protection](https://www.g2.com/products/proofpoint-core-email-protection/reviews) - [Responsive, formerly RFPIO](https://www.g2.com/products/responsive-formerly-rfpio/reviews) - [SailPoint](https://www.g2.com/products/sailpoint/reviews) - [SAP Concur](https://www.g2.com/products/sap-concur/reviews) - [SAP ECC](https://www.g2.com/products/sap-ecc/reviews) - [SAP Engagement Cloud (formerly SAP Emarsys)](https://www.g2.com/products/sap-engagement-cloud-formerly-sap-emarsys/reviews) - [SAP LeanIX](https://www.g2.com/products/sap-leanix/reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [SolarWinds Observability](https://www.g2.com/products/solarwinds-worldwide-llc-solarwinds-observability/reviews) - [Splunk AppDynamics](https://www.g2.com/products/splunk-appdynamics/reviews) - [Splunk Enterprise](https://www.g2.com/products/splunk-enterprise/reviews) - [Tanium](https://www.g2.com/products/tanium/reviews) - [Tanium Inc.](https://www.g2.com/products/tanium-inc/reviews) - [Timebutler](https://www.g2.com/products/timebutler-timebutler/reviews) - [Twilio](https://www.g2.com/products/twilio/reviews) - [Windows Server](https://www.g2.com/products/tidal-media-inc-windows-server/reviews) - [Workday HCM](https://www.g2.com/products/workday-hcm/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Zenoss](https://www.g2.com/products/zenoss/reviews) - [Zoom Phone](https://www.g2.com/products/zoom-zoom-phone/reviews) - [Zoom Workplace](https://www.g2.com/products/zoom-workplace/reviews) ## ServiceNow IT Service Management Features **Administration** - Change Management - Asset Management - Reports & Analytics **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Service Desk** - Help Desk - Incident Reports - Process Workflow **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Reporting** - Dashboards - Time Tracking - Surveys **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Generative AI** - AI Text Generation - AI Text Summarization **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making ## Top ServiceNow IT Service Management Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,293 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (963 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) - 4.3/5.0 (776 reviews)