--- title: ServiceNow IT Service Management Reviews meta_title: 'ServiceNow IT Service Management Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1904 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: 1904 scale: '5' date_modified: '2026-07-18' 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:** 1,904 ## 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. Efficient Ticket Routing, Highly Recommended **Rating:** 5.0/5.0 stars **Reviewed by:** Gregory D. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like that ServiceNow IT Service Management routes tickets efficiently. It allows requests to be sent to the appropriate team, which helps in resolving issues in a timely manner. I have no complaints about the software at this time, and I rate it highly. **What do you dislike about ServiceNow IT Service Management?** I don't dislike anything **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management lets us route tickets to the right team, ensuring timely resolutions. ### 2. ServiceNow ITSM **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Commercial Real Estate **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** Its ability to scale and fit my organizations IT needs. **What do you dislike about ServiceNow IT Service Management?** The software is great but very customizable which sometimes allows for to much flexibility when changing core system frameworks. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** We use the platform to manage our Service operation teams and track projects via SPM this allows our leadership team to have a clear picture of our IT capacity and day to day operations. ### 3. Best tool in the market **Rating:** 4.0/5.0 stars **Reviewed by:** Dream F. | Head of Business Process Automation and Enablement, Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2025 **What do you like best about ServiceNow IT Service Management?** Incident management is straightforward and easy to use, with real-time communication and status updates. It can also be extended to other modules, which helps provide a fuller picture overall. **What do you dislike about ServiceNow IT Service Management?** The UI could be better optimized. I’d also like customization to be a bit easier, because right now it feels more like old tech than new tech. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Time and resources, information access and communication ### 4. Effortless Workflow Management with a Streamlined Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Peter A. | Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** I find ServiceNow IT Service Management makes managing workflows easy and helps with quick assignments. The initial setup was easier than expected, which was a pleasant surprise. **What do you dislike about ServiceNow IT Service Management?** I think an easier user interface would be nice. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for managing workflows and data, creating workflows for categories, and solving quick assignments. It helps manage workflows for agents' assignments easily. ### 5. Versatile Yet Needs Better User Experience **Rating:** 3.5/5.0 stars **Reviewed by:** Simo S. | End User Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** April 21, 2026 **What do you like best about ServiceNow IT Service Management?** I like how versatile and customizable ServiceNow IT Service Management is and how the integrations work. It's great that it integrates with JIRA and other companies' ServiceNow platforms. **What do you dislike about ServiceNow IT Service Management?** The knowledge base is very UX unfriendly. There should be a more easily readable tree structure or something similar for all the KB articles. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It solves the need for manually typing out customer issues by organizing them into tickets, streamlining resolution. ### 6. Effortlessly Centralizes IT Services, Smooth Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Julie G. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I really appreciate the functionality that ServiceNow IT Service Management provides. I like the ability to keep track of everything in one spot. With a good partner, the setup has been smooth. Overall, everything for us works as it should. **What do you dislike about ServiceNow IT Service Management?** Nothing **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to keep everything in one spot, effectively managing services for users with its functionality. ### 7. Highly Skilled Team Delivering Top-Tier IT Services **Rating:** 4.0/5.0 stars **Reviewed by:** Pardeshi J. | Technician III , Mid-Market (51-1000 emp.) **Reviewed Date:** June 08, 2026 **What do you like best about ServiceNow IT Service Management?** It's a Good organization with lots of amazing highly skilled staff that provides one of the best IT Services in industry **What do you dislike about ServiceNow IT Service Management?** Prices are bit high but the services are worth the pricing **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It solves almost all IT relateed problems like management, security, analysis, development, etc. ### 8. Streamlined IT Support with Some Customization Challenges **Rating:** 5.0/5.0 stars **Reviewed by:** Heather C. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I really like the ability to route support tickets to the right teams the first time with ServiceNow IT Service Management. **What do you dislike about ServiceNow IT Service Management?** The Service Operations Workspace could be easier to navigate and customize. It was a long process to set up. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I find that ServiceNow IT Service Management streamlines IT support by routing support tickets to the right teams the first time. ### 9. Stable, Automation-Rich System That Works Well **Rating:** 5.0/5.0 stars **Reviewed by:** Richard C. | ServiceNow Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** It works well, with lots of automation and a stable system. **What do you dislike about ServiceNow IT Service Management?** Expensive to implement and maintain currently. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Lack of visibility info internally technology processes. ### 10. Streamlined, User-Friendly IT Support Automation in One Platform **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Human Resources | Enterprise (> 1000 emp.) **Reviewed Date:** May 16, 2026 **What do you like best about ServiceNow IT Service Management?** Ability to streamline and automate IT support processes on a single, user-friendly platform. It improves efficiency by centralizing incident, problem, change, and request management while enhancing collaboration across teams. **What do you dislike about ServiceNow IT Service Management?** Licensing and maintenance costs can be high for smaller organizations. At times, performance may also slow down when handling heavily customized workflows or large volumes of data. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management (ITSM) helps solve challenges related to fragmented IT support processes, slow incident resolution, and manual workflows. It centralizes incident, request, problem, and change management into a single platform, improving visibility and collaboration across teams. ### 11. Awesome product that needs to evolve now with modern needs **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** A good way to manage enterprise IT while solving and addressing users’ IT needs. **What do you dislike about ServiceNow IT Service Management?** The catalog management and request, ritm model. Automate the entire thing for user so user di not need to toggle between incidents and request and get rid of ritm and task module **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** They help manage and solve IT needs for both users and employees. ### 12. Efficient Incident Management with a Learning Curve **Rating:** 4.0/5.0 stars **Reviewed by:** Roman B. | Network Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** I like the service catalog feature in ServiceNow IT Service Management because it helps to reduce unnecessary attention. **What do you dislike about ServiceNow IT Service Management?** I find the UI needs to be simplified, and the time it takes to implement is a bit of a drawback. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to reduce MTTR, improve client satisfaction, and provide a helpful service catalog, which reduces unnecessary attention. ### 13. Powerful IT Management with Robust Reporting **Rating:** 4.0/5.0 stars **Reviewed by:** donna n. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like the Operations Workspace in ServiceNow IT Service Management. I also appreciate the easy ability to develop custom analytical reports. The initial setup was easy. **What do you dislike about ServiceNow IT Service Management?** I find the ease of ability for users to see updates to their tickets from the employee service center lacking. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management provides reporting analytics to identify problems across our IT landscape. ### 14. Friendly, Consistent Interface That’s Easy for First-Time Users **Rating:** 4.5/5.0 stars **Reviewed by:** Scott S. | System Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** the friendly user interface is nice for first time users and familiar interface between all modules allows users to understand prompts and enter data. **What do you dislike about ServiceNow IT Service Management?** I am not happy about allowing agents seeing SOW View as well as Native views. I wish we could set one experience to minimize confusion. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** User adoption as well as using AI Assist to help summarize tickets. ### 15. Transforms Task Delegation, Challenges with Advanced Reporting **Rating:** 5.0/5.0 stars **Reviewed by:** Christian h. | Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** I like the reports, integration, and insight that ServiceNow IT Service Management provides for our leadership. The real-time KPIs offered are something our leadership can quantify and understand. **What do you dislike about ServiceNow IT Service Management?** Advanced reports and data extraction remains challenging. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for real-time task delegation, approvals, and task routing, migrating email processes, and providing key insights and real-time KPIs for leadership. ### 16. ITSM...home sweet home **Rating:** 4.0/5.0 stars **Reviewed by:** Alexis W. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** We use every part of it. So I like how ITSM can be used for all types of use cases, its what you make it. **What do you dislike about ServiceNow IT Service Management?** I think that some things that would make it better aren't done out of the box, so for example linking of the modules natively. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It solves a lot of problems and is constantly being enhanced. ### 17. Easy to Use with Some Setup Challenges **Rating:** 4.0/5.0 stars **Reviewed by:** Ronald R. | Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** I find ServiceNow IT Service Management valuable for its easy insights into all tickets, which helps me manage and understand our issues efficiently. I really like the easy user interface; it's simple to navigate and all the information I need is readily available. **What do you dislike about ServiceNow IT Service Management?** Configuration was difficult. Too many options. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I find ServiceNow IT Service Management provides easy insights into all tickets. ### 18. Effortless Automation with ServiceNow ITSM **Rating:** 5.0/5.0 stars **Reviewed by:** Tumi o. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like the workflows and reporting features of ServiceNow IT Service Management. The automation and visualization these features offer are particularly valuable. I also found the initial setup to be very easy. **What do you dislike about ServiceNow IT Service Management?** Notifications are odd and slightly robotic. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for organizing IT assets and automating tickets, which helps streamline workflows and improve visualization in reporting. ### 19. Efficient and Robust ITIL Management for Large Enterprises **Rating:** 5.0/5.0 stars **Reviewed by:** William A. | 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 supports enterprise-wide ITIL management, which is helpful for managing workflows for incident, change, and problem management. It works for all our needs in this space and provides a full suite of workflow products. **What do you dislike about ServiceNow IT Service Management?** nothing **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management helps with process compliance and structure, and enables workflow for incident, change, and problem management. ### 20. Efficient and User-Friendly IT Management **Rating:** 5.0/5.0 stars **Reviewed by:** Rafael O. | Project Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** Easy incident, problem and change mgmt. Knowledge Base isna great additikn and the Employee Portalnis excellent **What do you dislike about ServiceNow IT Service Management?** Nothing to dislike! It does what we expect **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for handling incidents, changes, and problems efficiently. It saves time and resources by allowing us to solve issues in minutes instead of hours, freeing up our team for other tasks. ### 21. Easy to Use, Comprehensive ITSM Solution **Rating:** 4.5/5.0 stars **Reviewed by:** Nilesh K. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I find ServiceNow IT Service Management easy to use and a complete solution. The reporting features make assigning and managing tasks easy. I also appreciate the scheduling and dashboarding functionalities. **What do you dislike about ServiceNow IT Service Management?** Nothing **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I find ServiceNow IT Service Management easy to use and a complete solution for managing INC, changes, and problems. The reporting feature is easy to assign and manage. ### 22. Centralized Incident and SLA Management in One Place **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** A centralized place for the organization to manage and maintain incidents, SLAs, and related items. **What do you dislike about ServiceNow IT Service Management?** We have multiple vendors and each vendor have different SLAs, finding more work to manage that in SN **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** One place to go for Incident management for the enterprise with standardize catalogs, request, SLAs. This platform helps our Service Desk team to provide consistent solutions. ### 23. Scalable, Adaptable, and Simple ITSM Solution **Rating:** 5.0/5.0 stars **Reviewed by:** joao s. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like ServiceNow IT Service Management because it's simple and scalable, which makes it easy to change and adapt. It's also user-friendly for everyone, which is a big plus. **What do you dislike about ServiceNow IT Service Management?** The chat does not have rich text. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management provides a catalog for everyone, exposes services to customers, and is simple, scalable, and easy to change and adapt. ### 24. Makes life easy for the ServiceDesk **Rating:** 4.5/5.0 stars **Reviewed by:** Sandeep S. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** Just about Everything is great on ITSM side. We have been using as the backbone of our IT functions **What do you dislike about ServiceNow IT Service Management?** Well, we love using it and have tailored it to our custom needs to it functions pretty much how we want it to be **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It’s the backbone of IT service desk and heavily being used for it service delivery ### 25. Best IT Service management tool **Rating:** 5.0/5.0 stars **Reviewed by:** Ankit J. | Cyber Security Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** January 23, 2024 **What do you like best about ServiceNow IT Service Management?** Its integration with Teams application So all chat related to incident can be documented. Its great tool to manage and document incidents. Customer support is great from team. **What do you dislike about ServiceNow IT Service Management?** Its easy to operate but lot many trainings are required to get familiar with tool. Many options are hidden or under parent category, so proper training or document is needed. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** We are using CAB approval process through Service. Once Change request is approved, engineering team take it forward. All the detail including Approver and time stamp, gets saved in CR itself. Tracking becomes quite easy. ### 26. Clear, Step-by-Step Guidance for Resolving Issues **Rating:** 4.0/5.0 stars **Reviewed by:** Muskan K. | Senior Software Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** June 08, 2026 **What do you like best about ServiceNow IT Service Management?** Clarity on the how to resolve a particular issues and steps to follow **What do you dislike about ServiceNow IT Service Management?** Havnt got any issues till now, but sometimes it's UI is slow to load the pages to respond **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** To raise tws ticket on support enterprise application at prod env ### 27. Robust Metrics with High Cost and Difficult Setup **Rating:** 4.0/5.0 stars **Reviewed by:** Chris A. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like the metrics and visibility provided by ServiceNow IT Service Management. It helps with the prioritization and tracking of problems. **What do you dislike about ServiceNow IT Service Management?** The cost of ServiceNow IT Service Management is a concern for me. Also, the initial setup was not easy at all and very difficult. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for prioritization and tracking of problems. ### 28. Only held back by ourselves **Rating:** 5.0/5.0 stars **Reviewed by:** Colin W. | Information Technology Service Delivery Manager **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** It is infinitely configurable. There is no idea we have that can’t be implemented one way or the other. **What do you dislike about ServiceNow IT Service Management?** There are too many specific products and different things to buy so it’s confusing what we own. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Were able to track all of our incidents and requests and also convert workflows from on prem share point. ### 29. ITSM awesome **Rating:** 3.5/5.0 stars **Reviewed by:** Carol E. | Global head IT, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** A powerful, enterprise-grade ITSM platform that streamlines service delivery through automation and strong process standardization. Highly scalable and feature-rich, but requires disciplined implementation and governance to maximize value. **What do you dislike about ServiceNow IT Service Management?** Can become complex and costly to maintain, especially with heavy customization and insufficient governance. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Can become complex and costly to maintain, especially with heavy customization and insufficient governance. ### 30. User-Friendly IT Management Powerhouse **Rating:** 4.0/5.0 stars **Reviewed by:** Jason C. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like how user-friendly ServiceNow IT Service Management is. The out-of-the-box features are pretty robust and didn't require too much customization. I also appreciate being able to track my CIs and updates to the system. It allows us to maintain our IT infrastructure seamlessly. **What do you dislike about ServiceNow IT Service Management?** Nothing **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management allows us to maintain our IT infrastructure seamlessly. ### 31. Ready Out of the Box with Great Reporting and Flexible Incident/Request Views **Rating:** 5.0/5.0 stars **Reviewed by:** Bart W. | IT director, Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** Ready to go out of the box. Easy to adjust views for the Incident and Request forms. Great out of box reporting **What do you dislike about ServiceNow IT Service Management?** Large menu, sometimes hard to find things. I'm sure I can setup a view to my liking, just have not gotten that far yet **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Servicing our customers at Avaya and providing best in class support ### 32. Powerful Yet Unintuitive Setup, Transforms Workflow **Rating:** 4.0/5.0 stars **Reviewed by:** Chad G. **Reviewed Date:** October 29, 2025 **What do you like best about ServiceNow IT Service Management?** I find ServiceNow IT Service Management incredibly beneficial for our operations. Initially, I found modifying the portals unintuitive, but once we mastered the modification of fields and record producers, the transformation was immense. It streamlined our processes by efficiently routing all IT service requests, minimizing unnecessary back-and-forth communication. Prior to using ServiceNow, requests often came through chat, requiring multiple individuals to review a single issue, causing inefficiencies. Now, ServiceNow routes requests directly to the appropriate person, thanks to the record producer feature which assigns tickets to the correct person or group, complete with the correct priority. Additionally, the service portal has significantly reduced incoming calls by allowing incidents to be recorded and enabling users to follow up directly with the right agent. Our integration with TalkDesk enhances our workflow further by automatically pulling up contact information with open tickets, saving agents valuable time in searching for tickets. Moreover, the capability to access data through FiveTran is another beneficial feature that further supports our needs. Overall, ServiceNow IT Service Management has greatly improved the efficiency and effectiveness of our service management processes. **What do you dislike about ServiceNow IT Service Management?** I found the initial setup of ServiceNow IT Service Management to be quite unintuitive, particularly when it came to modifying portals. The learning process was challenging and not straightforward. Additionally, navigating the training resources was difficult, as I struggled to find materials that met my immediate needs. The training experience could be greatly improved by adopting a structure more like Trailhead, which is user-friendly and accessible. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I find ServiceNow IT Service Management streamlines request routing, reducing unnecessary work by assigning tasks to the right individual. It minimizes incoming calls and facilitates efficient follow-up, saving time and improving workflow. ### 33. ITSM for IT at a law firm **Rating:** 5.0/5.0 stars **Reviewed by:** Barry T. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** A central repository for tracking all changes, updates, and issues, along with the related configuration items. It helps streamline visibility into cause and effect across the environment. **What do you dislike about ServiceNow IT Service Management?** The only issue with ITSM is our own lack of access to other valuable tools available that would further enable our department. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Visibility and accountability across our IT department. ### 34. End user experience has got better **Rating:** 5.0/5.0 stars **Reviewed by:** Abhinay E. | ServiceNow Platform Architect **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** Incident management and knowledge management, along with Now Assist skills, have taken the end-user experience to the next level. **What do you dislike about ServiceNow IT Service Management?** Incident management, knowldege management along with Now Assist skills has taken the end user experience to next level **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Incident management, knowldege management along with Now Assist skills has taken the end user experience to next level ### 35. Intuitive, User-Friendly UI with an Excellent Activity Stream for Fast Audit Tracking **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Accounting | Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** The activity stream makes it easy to track audits quickly. Navigation is straightforward, and the UI feels intuitive and user-friendly overall. **What do you dislike about ServiceNow IT Service Management?** Adoption from a legacy ITSM system to ServiceNow ITSM. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Easy navigation, automatic assignment of groups by CIs, auto-assignment of requests with an easy closure process, helpful knowledge-article search, and MIM troubleshooting using CI service maps. ### 36. Efficient IT Management with User-Friendly Interface **Rating:** 4.5/5.0 stars **Reviewed by:** Tomas M. | 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 makes it easy to know how to use the form itself and helps me triage cases for me to resolve. **What do you dislike about ServiceNow IT Service Management?** The forms could be simplified a bit. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I make requests and fulfill IT needs efficiently; it helps me triage cases to resolve. The form is easy to use. ### 37. Intuitive Platform with Effective Incident Management **Rating:** 5.0/5.0 stars **Reviewed by:** Shane G. | 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 use and intuitive. I also enjoy the way escalations and communications are handled, as well as the effectiveness of the workflows. **What do you dislike about ServiceNow IT Service Management?** I have no issues with it, **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for incident management, solving repeating incidents, and things that break the environment. ### 38. It’s better but license cost is high **Rating:** 4.0/5.0 stars **Reviewed by:** Mohit M. | Cloud Architect, Enterprise (> 1000 emp.) **Reviewed Date:** September 11, 2023 **What do you like best about ServiceNow IT Service Management?** It’s faster now, but it’s still challenging. Once you raise a ticket, you have to follow more steps to check it, and most of the time, I don’t find it. **What do you dislike about ServiceNow IT Service Management?** AI intelligence and ticket updates have been introduced, but the system still needs to learn whether a user should actually seek support and engage an engineer.. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It is solving infrastructure related incidents and also help to track prb. The inventory management and help us to track trend so we can see the importance of quality of service. Which we improve ### 39. ServiceNow is one of the best ITSM management tools in IT industry where we can easily track and manage our organisation data for implementation or development task with help change management, problem management and Insident Management. **Rating:** 5.0/5.0 stars **Reviewed by:** Kush Kumar K. | System Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** January 19, 2024 **What do you like best about ServiceNow IT Service Management?** As of now ServiceNow is integrated with AI chatbot agent, we can easily integrate as per our requirement. We can also generate complex report with help of AI document intelligence. With help of AI we can easily integrate with other tools to create or automate the flow to increase operation task. **What do you dislike about ServiceNow IT Service Management?** As of now, I can think there is any limitations because they have already implemented lots features related with AI integration, process improvements and security governance policy. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** We can manage all type of organization request as well as issue related ticket. We can also create knowledge based article and published. We can create service request, incident ticket, problem ticket as well as change request. Best thing in ServiceNow we can always implement as per our business requirement. We have implemented for chat support with our organisation service desk customer executive support. ### 40. Efficient Ticket Management with Strong Problem Resolution **Rating:** 5.0/5.0 stars **Reviewed by:** Mar M. | Servicenow solution consultant, Enterprise (> 1000 emp.) **Reviewed Date:** April 30, 2026 **What do you like best about ServiceNow IT Service Management?** I like ServiceNow IT Service Management's incident and problem management capabilities. It helps identify related incidents and reduce the volume of incidents, which is really useful. **What do you dislike about ServiceNow IT Service Management?** I think more sophisticated integrations with third-party applications and pricing could be improved. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for integrated ticket management, which helps identify related incidents and reduce incident volume. ### 41. SN UI is cool **Rating:** 4.5/5.0 stars **Reviewed by:** naveen r. | Supervisor - Network Security, Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2025 **What do you like best about ServiceNow IT Service Management?** It gives us more flexibility with the workflow creations and management. A decent dashboard experience. **What do you dislike about ServiceNow IT Service Management?** From my point of view the number of tabs in any of the views are more. Better user friendly table names **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It is helping us to standardize the process for a global company like one company one tool. ### 42. ITSM Review **Rating:** 4.0/5.0 stars **Reviewed by:** Andy M. | IT Delivery Manager and Enterprise Steering Committee Member – Strategic Partnerships **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** The ability for our entire organization Enterprise wire to have a single source for ticketing **What do you dislike about ServiceNow IT Service Management?** The UI does not lead to a great UX and I know it can be more highly customized we just have to do the work to do that **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** A single source for all things service management for the firm globally ### 43. ITSM Review **Rating:** 5.0/5.0 stars **Reviewed by:** Jamie H. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** The availability of out of the box features and functionality to solve real world business problems and built on a strong cross platform data foundation. **What do you dislike about ServiceNow IT Service Management?** Request Management can still be complicated in practice (3 tier table structure) based on the support and communication preferences of the organization. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** High quality process support for all processsareas. ### 44. Super Easy to Use and Train on: Service Operations Workspace in ServiceNow **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?** I find that it's super easy to use the Service Operations Workspace (SOW) within the ServiceNow Platform. It's also easy to train users on. **What do you dislike about ServiceNow IT Service Management?** It seems that ServiceNow is not making a ton of enhancements with it, so I'd be interested in learning more about future improvements. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It's solving workflow bottlenecks with our internal teams. ### 45. Streamlines Enterprise Workflows Across Multiple Modules **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Semiconductors | Enterprise (> 1000 emp.) **Reviewed Date:** May 13, 2026 **What do you like best about ServiceNow IT Service Management?** It streamlines the whole enterprise level workflow across multiple modules like it hr spm cmdb legal etc **What do you dislike about ServiceNow IT Service Management?** It’s a bit slow on load and it will take time to run large filter nav queries **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It is making portal access easier for Clients and helping with agentic ai agents for auto resolution ### 46. It’s a good platform **Rating:** 4.5/5.0 stars **Reviewed by:** Harold R. **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** It is a very intuitive platform. However, the design of the Workspace feels a bit rigid and somewhat tense, not as natural as it could be. **What do you dislike about ServiceNow IT Service Management?** There is a lack of more personalized information for current customers, communication can improve. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It helped us better integrate information about ITSM and present better data to decision-makers. ### 47. Efficient Management with Cost Concerns **Rating:** 4.5/5.0 stars **Reviewed by:** Harpreen A. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like how ServiceNow IT Service Management reduces manual efforts for us. The self-review of tickets is also a valuable feature that helps us deliver quality. The initial setup was easy, which I really appreciate. **What do you dislike about ServiceNow IT Service Management?** high cost **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for quality management, helping us deliver quality with less manual effort. ### 48. ITSM via ServiceNow is a critical component of high end IT service dwlivery **Rating:** 5.0/5.0 stars **Reviewed by:** Amy C. | Support Center Manager **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** Documenting, routing and tracking Incidents and Requests, tracking SLAs and service gaps, reporting, dashboards, real-time analytics **What do you dislike about ServiceNow IT Service Management?** There are so many new and innovative ways to use it that it can feel overwhelming or like we are "behind" **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** MTTR tracking, CSAT tracking, accuracy, consistency, process gaps, executive visibility, ownership of process or issue. ### 49. Best product to get you started with ServiceNow **Rating:** 5.0/5.0 stars **Reviewed by:** Vishal N. **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** Easy to setup and easy to use. With minimal configuration you are good to make it available for employees. **What do you dislike about ServiceNow IT Service Management?** Can get overwhelming sometimes for admins and agents sometimes to work on tickets, but the Service operations workspace and AI capabilities are remediating these. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It's helping to track our issues efficiently, fulfil user requests timely. ### 50. Essential for Efficient Incident Management **Rating:** 5.0/5.0 stars **Reviewed by:** Scott C. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like the audit tracking feature in ServiceNow IT Service Management, especially how it simplifies tracking root cause analysis. **What do you dislike about ServiceNow IT Service Management?** The initial setup of ServiceNow IT Service Management was complicated. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to track incidents and requests for my team. It simplifies tracking root cause analysis with its audit tracking feature. ## 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=10&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-07-18+18%3A46%3A51+-0500&secure%5Bsession_id%5D=18c38cfc-1a4b-45ce-a689-3754507c7748&secure%5Btoken%5D=2d7a33a4ef9dc41930a36eba8fe7414709db04a5c31fe8ac15f110366463756f&format=llm_user) ## ServiceNow IT Service Management Integrations - 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[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)