--- title: ServiceNow IT Service Management Reviews meta_title: 'ServiceNow IT Service Management Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1905 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: 1905 scale: '5' date_modified: '2026-07-21' 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:** 1,905 ## 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. Streamlines Complex IT Workflows Seamlessly **Rating:** 4.0/5.0 stars **Reviewed by:** Tracy L. | Director ITSM Governance, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like how the integration between modules and the familiarity of forms in ServiceNow IT Service Management reduces the need for extensive training. The seamless interface on a single platform makes onboarding new users easier and supports over 1,000 business applications. The initial setup is straightforward from an activation or implementation perspective, which I appreciate. **What do you dislike about ServiceNow IT Service Management?** Subject Matter Experts struggle to create and maintain knowledge articles, which would be easier with a screen capture tool for generating step-by-step instructions. The default article retirement at one year means good articles can be lost if not reviewed and extended in time. Initial setup is easy, but organizational change management and aligning the out-of-the-box setup to company policy is challenging. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management streamlines Service Desk ticket triage, change control, and prevents major incidents through problem analysis. Its integration between modules reduces training time, supporting over 1,000 business applications with a seamless interface for workflow management. ### 2. Highly Customizable with Excellent Scalability **Rating:** 4.5/5.0 stars **Reviewed by:** Todd K. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I really like ServiceNow IT Service Management for its customization options, especially in reporting and workflows. The automation, routing, and prioritization features improve our ticket visibility at many levels. Automated routing and approval workflows are particularly helpful, as are catalog requests that gather all pertinent information. The reporting features for clients and teams are great, and I appreciate the integrations with 3CLogic. ServiceNow IT Service Management's scalability and the ability to integrate with many systems, including other ITSM tools like Fresh Service and Zendesk, are major components that make it invaluable. **What do you dislike about ServiceNow IT Service Management?** Some of the features in SOW and the new UI don't work from the previous dashboarding and reporting structure. SOW is also much more difficult to create new dashboards for agent ticket visibility. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for ticket management, dashboarding, and change management. It enhances workflows with automation, routing, prioritization, and visibility, and supports reporting for clients and teams. ### 3. Standardise and streamlined **Rating:** 5.0/5.0 stars **Reviewed by:** Layla W. | Service Delivery Manager **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** What I like most about ServiceNow ITSM is the way it standardises and streamlines core service management processes. It provides a single, well-structured platform for managing incidents, requests, and changes, which makes it much easier to stay organised and consistent day to day. I especially appreciate the visibility it offers across the full lifecycle of tickets and services, helping teams remain aligned and accountable. Its automation capabilities also make a noticeable difference by reducing manual effort and supporting faster response times. **What do you dislike about ServiceNow IT Service Management?** What I dislike about ServiceNow ITSM is that it can feel quite rigid and overly process-heavy at times, especially if you’re trying to move quickly or adapt to changing needs. There’s also a learning curve for new users, and not everything is as intuitive as it could be. Like other parts of the platform, heavy customisation can become difficult to manage over time and can add unnecessary complexity if not well governed. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow ITSM solves the challenge of fragmented and inconsistent IT service delivery by bringing everything into a single system. It removes the reliance on emails and disconnected tools by centralising incidents, requests, and changes in one place. It helps reduce manual work through automation and standard workflows, which improves efficiency and response times. It also provides clear visibility and reporting, making it easier to track performance, manage workloads, and continuously improve service delivery. ### 4. Streamlined ITSM with Customizable Workflows **Rating:** 4.0/5.0 stars **Reviewed by:** Elizabeth M. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I really like the OOTB workflows in ServiceNow IT Service Management because they are easily updated to fit our company's needs. They provide a standardized process that guides us in best practices, which is especially helpful when working with a team that doesn't have a documented process. These workflows give a starting point and guidance on what needs to be considered. I also appreciate that it keeps all the information in one record or related records, which is very convenient. The system retains the full history of changes or updates to records and approvals, and it automates reports I used to run manually in spreadsheets, making my work much easier. **What do you dislike about ServiceNow IT Service Management?** The volume of existing records needed to train the AI to know how to resolve an INC. The alternative is to program the AI. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management keeps all the information in one record, retains full history of changes, and automates reports I used to run manually. ### 5. Great Interface with Room for Improvement **Rating:** 5.0/5.0 stars **Reviewed by:** Sheirman S. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I find the Service Operation Workspace a great interface for our agents. The integration with NowAssist AI is very helpful for resolving incidents, and I appreciate being able to chat with other agents and look up resources all in one screen. **What do you dislike about ServiceNow IT Service Management?** Service Operation Workspace only works well for incidents, and I hope it would improve to also work for task tickets. The on-call scheduling has some limitations, requiring me to navigate back to the old platform view to complete the setup. The on-call schedule setup under Service Operation Workspace isn't fully functioning, which requires hopping back and forth between the two views. We need the overall on-call schedule view in SOW, and it would be nice if the dropdown could filter only the assignment groups we have on-call schedules set up for. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for triage agent tickets, raising incidents, and on-call scheduling. NowAssist AI helps agents resolve incidents, and the Service Operation Workspace offers a great interface. However, it only works well for incidents, not tasks, and the on-call scheduling needs improvements. ### 6. Easy ServiceNow Setup, Intuitive UI, and Powerful Integration Options **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** The ease of getting the system setup. Compared to other ITSM offerings, the setup has been a walk in the park, especially with an excellent implementation partner. The Ui/Ux is easy to navigate, with very little learning curve required. There is also any number of integrations available in the ServiceNow store to enable features you may want or need for your business. The pricing is on the higher end of the spectrum, but if you want the Cadillac, you have to pay for it. Performance wise, the SaaS solution is about the experience you would expect, but they have strong redundancy plans you can review in the core document portal. I personally do not have experience with the AI portion yet, as we are early in the implementation, but the features shown at Knowledge make it seem like a powerful tool. **What do you dislike about ServiceNow IT Service Management?** It is still early in our experience, so I don't have many negative aspects to discuss. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Our current ITSM system is woefully inadequate - it did not scale well with the growth our company experienced. ServiceNow has the scalability to grow and keep up with our business needs. ### 7. ServiceNow ITSM Centralizes IT Operations with Visibility, Auditability, and Automation **Rating:** 4.0/5.0 stars **Reviewed by:** Andrew T. | Systems engineer, Enterprise (> 1000 emp.) **Reviewed Date:** March 12, 2026 **What do you like best about ServiceNow IT Service Management?** I use ServiceNow IT Service Management as the central platform for managing IT incidents, service requests, changes, and knowledge. It’s used to log and track user issues, coordinate troubleshooting across teams, manage change requests and CAB approvals, and document resolutions through knowledge articles. From an operational perspective, it supports structured change management, onboarding and offboarding workflows, vendor coordination, and automation through integrations with identity, email, Teams, and SharePoint. This provides clear visibility, auditability, and consistent processes across IT operations while reducing manual effort and improving response times **What do you dislike about ServiceNow IT Service Management?** The platform can become complex to manage at scale, with custom workflows, approvals, and reporting requiring ongoing administration and specialist knowledge to keep things efficient. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It centralises IT incidents, requests, changes, and approvals into a single platform, reducing manual work, improving visibility and governance, and enabling more efficient and auditable IT operations. ### 8. AI-Powered Efficiency but Challenges in Security **Rating:** 5.0/5.0 stars **Reviewed by:** Vikram M. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like the ease of use and the power of the technology that ServiceNow IT Service Management offers. I appreciate the assistance it provides with ticket management and service desk automation, which really help streamline processes. The AI capabilities of the platform are impressive, as they bring solutions from across the platform, enhancing the user experience significantly. The platform also improves productivity for agents by eradicating multiple manual actions, allowing for better focus on important tasks. The integration with multiple other platforms, ERPs, and vendor solutions is usually seamless. Additionally, the setup of ServiceNow IT Service Management was very easy and quick. **What do you dislike about ServiceNow IT Service Management?** Maybe, finding answers outside of the customer estate, without the risk of security and compliance. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management assists with ticket management, aids in service desk automation, and provides AI-driven solutions across the platform, enhancing user experiences and boosting agent productivity by eradicating manual processes. ### 9. Comprehensive Yet Complex for New Users **Rating:** 4.0/5.0 stars **Reviewed by:** Garvit A. | Enterprise (> 1000 emp.) **Reviewed Date:** May 02, 2026 **What do you like best about ServiceNow IT Service Management?** I really like that ServiceNow IT Service Management is an all-in-one platform. It centralizes everything, like request changes and assets, into a single platform, which means all IT operations are tracked in one place without needing to switch between multiple tools like emails or spreadsheets. This all-in-one nature provides full visibility into tasks, for example, tracking the full life cycle of a ticket from creation to resolution. This kind of visibility helps in making decisions faster and performing tasks more clearly by keeping in mind the dependencies. Another thing I appreciate is its customization capability, allowing organizations to design workflows based on their own processes, which is great for big organizations. It's also scalable for large organizations, making it suitable for evolving needs. **What do you dislike about ServiceNow IT Service Management?** I faced problems because the interface can feel overwhelming for new users with so many modules, fields, and configurations. Even simple tasks like updating a ticket can require navigating through multiple forms. It can be difficult for a new user to trace or track issues to a particular point. Also, while customization is beneficial for large organizations, it feels a bit neglected for small organizations like startups. The complexity and learning curve are challenges, especially for new users. The initial setup was a bit difficult for my team, particularly for new users trying to understand the configurations and use the system. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to manage incident tickets, automate processes, track change requests, and deployments. It centralizes everything on a single platform, providing visibility into ticket life cycles which helps in making faster decisions. ### 10. Powerful ITSM Solution with Complex Setup **Rating:** 4.0/5.0 stars **Reviewed by:** Praveen P. | DevSecOps Platform Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** May 01, 2026 **What do you like best about ServiceNow IT Service Management?** I like ServiceNow IT Service Management's strong workflow automation and structured approach to IT operations. The incident and change management workflows really stand out, especially how they automate ticket assignment, escalation, and approval processes, which reduces manual effort and ensures nothing is missed during critical incidents or deployments. The dashboards are another key feature I appreciate, as they make it easier for teams to manage and monitor their tickets. Automation handles tasks like incident creation, assignment, escalation, and change approvals based on predefined rules, significantly reducing response time, especially for critical P1/P2 issues, and ensuring consistent handling without dependency on individuals. Dashboards provide real-time visibility into incidents, SLAs, and team workload, helping both engineers and management quickly understand system health, identify bottlenecks, and prioritize issues. I also like how monitoring tool alerts automatically create incidents in ServiceNow, aiding faster detection and response to production issues without manual intervention. **What do you dislike about ServiceNow IT Service Management?** One of the main areas that could be improved in ServiceNow IT Service Management is its complexity. The platform has a steep learning curve, and even basic customizations often require experienced developers or administrators. Performance can also be an issue, especially in heavily customized environments. We’ve seen slower load times for dashboards and ticket views when there are large volumes of data or multiple integrations involved. For performance, especially around load times, better optimization for large datasets would help. Dashboards and ticket views tend to slow down when there are high volumes of incidents or extensive historical data. Improvements in data indexing, archiving strategies, and more efficient query handling would make a noticeable difference. Regarding customization, one improvement would be stronger boundaries between core platform features and custom implementations. Over-customization often creates issues during upgrades. Providing clearer best practices, upgrade-safe customization layers, or built-in modular templates could reduce this risk. As per my team, the initial setup of ServiceNow IT Service Management was not straightforward. It requires careful planning, especially around data structure, workflows, and integrations. Out-of-the-box features are available, but in most enterprise environments, customization is needed to align with existing processes. This adds complexity and requires experienced administrators or developers to configure modules like incident, change, and request management properly. Integrations with other tools, such as monitoring systems and CI/CD pipelines, also take additional effort to set up and test. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to automate incident and change management, which reduces manual effort, improves response times, and ensures accountability. It also provides centralized visibility for monitoring system health, supports SLA tracking, and integrates alerts for timely issue resolution. ### 11. Streamlined Incident Management, Seamless Integration **Rating:** 4.5/5.0 stars **Reviewed by:** Aryan S. | ServiceNow Developer, Enterprise (> 1000 emp.) **Reviewed Date:** April 30, 2026 **What do you like best about ServiceNow IT Service Management?** I love ServiceNow IT Service Management for the automated creation of incidents through any integration. It's so convenient that if we have a tool on the customer side used for creating incidents, we can easily integrate using the REST API method. The incidents created are also reflected over here, which is the best feature I've gained while working with it. **What do you dislike about ServiceNow IT Service Management?** While there's not much that needs improvement, I think the creation and customization of incidents in problem change, especially at the workspace and UI builder level, could be better. There are many customization options, but sometimes things get a little buggy during implementation, development, or testing. It would be helpful if these aspects could be improved in future releases. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management automates the process of incidents, problems, and changes, providing customizable out-of-the-box flows. It simplifies approvals, eliminating manual steps. However, customization at the UI builder level can be buggy during implementation or testing. ### 12. Effortless and User-Friendly IT Management **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Enterprise (> 1000 emp.) **Reviewed Date:** April 29, 2026 **What do you like best about ServiceNow IT Service Management?** I like ServiceNow IT Service Management because it’s easy to use. It’s simple for anyone to get started, even freshers. There isn’t much training required, and most things are pretty straightforward. The filters and overall navigation are also easy to understand and work with. We use RITMs to track our ADM or special accounts that are integrated with the CyberArk tool. The integration was smooth: CyberArk validates the work notes mentioned in the RITM and then provides access, which feels like a two-layer security approach. **What do you dislike about ServiceNow IT Service Management?** The main thing I’ve noticed is that AI integration needs to be both highly accurate and fast, since many other tools are already ahead in the race. That’s why stronger AI enablement in ServiceNow feels necessary. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** We use ServiceNow IT Service Management mainly to create detection engineering rules and to manage admin account access. Previously, we weren’t using two-level security for Admin/Special account access, but after integrating CyberArk with ServiceNow, every access request now includes an audit trail, along with work notes and approval updates. As a result, auditing is much easier, and the added second layer of security feels like a win-win. ### 13. Streamlined IT Operations, Complex UI **Rating:** 4.0/5.0 stars **Reviewed by:** shivi t. | Enterprise (> 1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about ServiceNow IT Service Management?** I really like that ServiceNow IT Service Management reduces manual efforts by automating incidents and workflows. This automation aspect is something I personally appreciate a lot. I also like how it manages SLAs efficiently. Another feature I enjoy is the ability to create dashboards and reports, such as a problem management dashboard, which I personally find very useful. **What do you dislike about ServiceNow IT Service Management?** I think ServiceNow UI is a bit complex for any new user. Like, I'm using it from the last three to four years, so I know how UI works. But it is, like, a little bit of complex for any new user. And performance also gets slow sometimes. Not like very often, but, yeah, sometimes. And customization setup, like if I want to customize a dashboard, takes too much effort. And licensing cost is high. This is not my part. I'm an engineer, so this is management part. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management streamlines and centralizes IT operations, tracks and resolves incidents faster, identifies root causes, and ensures analytics. ### 14. Powerful ITSM with Robust Automation, But Needs UI Improvements **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consulting | Enterprise (> 1000 emp.) **Reviewed Date:** April 27, 2026 **What do you like best about ServiceNow IT Service Management?** I find ServiceNow IT Service Management to be a powerful platform for managing daily IT operations like incident and request handling. It improves visibility and tracking across teams, providing a single system to manage all IT requests, which enhances transparency and accountability. The strong automation and SLA tracking are particularly valuable as they reduce manual work and ensure tickets are handled within defined timelines, leading to faster and more efficient issue resolution. Additionally, its ability to integrate well with ERP systems, email, and monitoring tools helps streamline incident creation and tracking. **What do you dislike about ServiceNow IT Service Management?** The UI could be more user-friendly, and the system can feel a bit heavy at times. Simplifying navigation would improve the overall experience. The setup is not very straightforward for beginners and comes with a learning curve. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to manage daily IT operations, providing a single system for IT requests, improving visibility and tracking, ensuring SLA adherence, reducing manual work, and leading to faster and more efficient issue resolution. ### 15. Seamless Ticket Handling and User-Friendly Interface **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User | Enterprise (> 1000 emp.) **Reviewed Date:** April 27, 2026 **What do you like best about ServiceNow IT Service Management?** I really appreciate ServiceNow IT Service Management for managing tickets, incidents, and service requests in an organized way. The interface is user-friendly and easy to navigate, which makes creating, tracking, and resolving cases much smoother. It performs reliably even with daily high-volume work and helps improve team productivity. Integration with other tools and workflows is very useful for streamlining operations. The setup and onboarding process were straightforward, and support resources are helpful. Its automation and AI features also help with faster routing, prioritization, and smarter case handling. Overall, it offers strong value for cost and has made our support process more efficient. **What do you dislike about ServiceNow IT Service Management?** Overall, my experience has been good. If I had to mention areas for improvement, the UI could be more user-friendly in some sections, certain integrations require extra configuration, and performance can occasionally be slow with heavy workloads. Pricing may feel high for smaller organizations, onboarding can take time for new users, and AI features could be more advanced and easier to use. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to track service requests and incidents, ensuring smoother client support. It simplifies creating and tracking tickets until completion. ### 16. Streamlined IT Operations, But Setup Can Be Complex **Rating:** 5.0/5.0 stars **Reviewed by:** Kashif K. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2026 **What do you like best about ServiceNow IT Service Management?** I appreciate ServiceNow IT Service Management for its strong workflow automation, which cuts down on manual efforts by automatically routing tickets, triggering approvals, and escalating issues. This feature speeds up resolutions and minimizes errors. I also find the intuitive interface very helpful as it allows both IT teams and users to log, track, and manage requests easily without needing training. Additionally, the centralized platform is a big plus, as it consolidates incidents, changes, problems, and service requests into one system, offering complete visibility and better coordination across teams. This ultimately boosts efficiency and service quality. **What do you dislike about ServiceNow IT Service Management?** Setup and customization can be complex and time-consuming, licensing is expensive, and the interface and reporting features can feel overwhelming or less flexible at times. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to streamline processes, solve delayed incident resolution and lack of visibility in IT operations. Workflow automation reduces manual efforts and minimizes errors, while the centralized platform improves team coordination and efficiency, enhancing service quality. ### 17. Centralized Hub Enhancing IT Request Efficiency **Rating:** 4.5/5.0 stars **Reviewed by:** Jovita C. | IT Project Director, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** I like that ServiceNow IT Service Management acts as a uniform hub that I need to get work done. It helps me submit requests to get access to applications and track internal requests from organizational stakeholders who need support with their applications. I have the toolkit I need to search for offerings my company has that I can request as needed. I can submit tickets that get to our help desk support team, which solves them promptly for me. **What do you dislike about ServiceNow IT Service Management?** Nothing that I dislike, so far the tool is doing what we sought out for it for. It has done the job of replacing the crap tool that we had before. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for submitting incidents and service requests. It supports day-to-day issue reporting with devices, logging in, and application access. It's a uniform hub for submitting requests and tracking support needs efficiently. ### 18. Effortless CMDB Integration, Highly Recommended **Rating:** 5.0/5.0 stars **Reviewed by:** Earl F. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like the tie of ServiceNow IT Service Management to the CMDB and other tables, as it effectively captures customer issues and the related data needed to address them. This connection with the CI, its location, and relationships with services it supports provides the insight needed to prioritize and address issues based on service impact. Also, the initial setup was very easy, and I'm really impressed enough to recommend it at a 10 out of 10. **What do you dislike about ServiceNow IT Service Management?** The incident and major incident concept is not being utilized by our operations team, the distinction to implement it is not very clear versus what we can already do with regular incidents. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I manage actionable work for customer network issues using ServiceNow IT Service Management. The platform's tie to the CMDB and other tables enables us to capture customer issues and address them efficiently, prioritizing based on service impact. ### 19. Highly Flexible, AI-Powered with Room for Agile Improvement **Rating:** 5.0/5.0 stars **Reviewed by:** Chris D. | ServiceNow Platform Administrator & Developer , Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2025 **What do you like best about ServiceNow IT Service Management?** I think I like that ServiceNow IT Service Management is flexible and we're able to configure it to meet our business needs. I also like the fact that it ties into so many different things like the CMDB, problem management, and knowledge management, all kind of put together. With the AI, it can really harness all that information to provide faster responses and better information for end users. **What do you dislike about ServiceNow IT Service Management?** I think they're moving towards deprecating agile and going to a newer format. It still is not gonna work very well with Agile. I think it only really works with stories so far. So I'm hoping to see some improvement with that product. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for efficient incident management, organizing deployments, and agile workflows. It ensures timely delivery for end users and supports our sprints. Its integration with CMDB and AI assists in providing quick, relevant information for better decision-making. ### 20. Streamlined IT and HR Solutions on One Platform **Rating:** 4.5/5.0 stars **Reviewed by:** Todd M. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I appreciate how ServiceNow IT Service Management is built on the ITIL framework and follows IT best practices while being on the ServiceNow platform. I like that it can share data with other modules, such as ITOM, ITAM, and HRSD. This integration allows data to be shared across the platform, which leads to consistency and faster resolution. Having ITSM and HRSD integrated is a major advantage, as it allows both IT and HR to service employees effectively for onboarding and offboarding, enabling them to partner together to provide the best service for the end user. Additionally, the initial setup was very easy. **What do you dislike about ServiceNow IT Service Management?** NowAssist needs to continue to improve. I need it to make end users feel they are truly interacting with a real person rather than an AI agent. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management provides an easy workflow for IT to manage work efficiently for employees. ### 21. ServiceNow ITSM Makes Ticket Tracking Easy with Powerful Customization **Rating:** 4.5/5.0 stars **Reviewed by:** Rohit B. | Product Security Governance Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** June 25, 2026 **What do you like best about ServiceNow IT Service Management?** ServiceNow IT Service Management System makes our lives easier by having an effective tracking of all the submitted tickets. Customization is one feature that I really love as the Columns and the fields can be customized and grouped by. Also, it offers a built-in dashboard eliminating the need to have a separate Tableau/Power BI Dashboard. **What do you dislike about ServiceNow IT Service Management?** Nothing particular as such. The UI could be improved to make it more user friendly as the current layout seems more old fashioned. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Ticket management, SLA tracking, Dashboarding ### 22. Streamlined ITSM with Effective Ticket Management **Rating:** 5.0/5.0 stars **Reviewed by:** David B. | 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's Service Operations Workspace provides a more effective view of the ticket and related elements, allowing me to have all my tickets visible in one place without needing multiple browser tabs. The landing page shows both my ticket queue and my team's queue, and I can display different elements like ticket details, overview, or activity log. Plus, I can chat with coworkers directly within the view, making it a more efficient way to handle tickets. **What do you dislike about ServiceNow IT Service Management?** Better integration with CSM and making verbiage more consistent. In ITSM, the contact field is labeled "caller" whereas in CSM it is "contact". **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management consolidates multiple legacy ticketing systems, creates a unified ticketing language, moves external site knowledge into integrated management, and integrates with CMDB. The Service Operations Workspace offers a more effective ticket management view without multiple browser tabs. ### 23. Structured, Intuitive ITSM—But Setup Complexity, Pricing, and AI Maturity Need Work **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** July 09, 2026 **What do you like best about ServiceNow IT Service Management?** What I like best about IT Service Management is how it brings structure, visibility, and efficiency to daily IT operations. The platform makes it easier to manage incidents, requests, changes, and service workflows in one centralized place, which helps teams stay organized and respond faster. I also really value the ease of integration with other tools and systems. Having ready-to-use connectors and automation capabilities reduces manual work and helps improve collaboration across different IT teams. The user experience is intuitive, and the platform provides clear dashboards and reporting that make it easier to track performance and identify areas for improvement. Another strong point is the support and onboarding experience. A reliable support team, combined with a strong brand behind the platform, gives confidence that the solution can scale with the organization and continue delivering value over time. **What do you dislike about ServiceNow IT Service Management?** What I dislike about IT Service Management is that the initial configuration and customization can sometimes feel complex, especially when adapting workflows to very specific business processes. Once everything is properly configured, the platform delivers a lot of value, but the setup phase may require time, technical knowledge, and support from experienced resources. Another area for improvement is pricing. ITSM platforms can become expensive as the organization grows, especially when adding more users, advanced modules, integrations, automation, or AI capabilities. It would be helpful to have more flexible pricing options for companies that want to scale gradually. I also think the AI features still have room to mature. They are useful for summarizing tickets, suggesting categories, or helping agents work faster, but in some cases the recommendations may still require human validation. As AI becomes more accurate and better integrated into daily service management processes, it could provide even more value. Overall, these are not major issues, but they are areas where the experience could be improved, especially for organizations that are implementing ITSM for the first time or trying to control costs while expanding usage. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** IT Service Management is solving several important problems for our organization, especially around visibility, standardization, and response times. Before using an ITSM platform, many requests, incidents, and approvals could be handled through emails, chats, or manual follow-ups, which made it harder to track ownership, priorities, and progress. With IT Service Management, we now have a centralized place to manage incidents, service requests, changes, and internal workflows. This helps the team reduce manual work, avoid duplicated efforts, and make sure every request is properly assigned and followed up. It also improves communication between IT and business users because everyone has better visibility into the status of their tickets. Another major benefit is reporting and performance tracking. Dashboards and metrics help us understand ticket volume, resolution times, recurring issues, and areas where processes can be improved. This allows the team to make better decisions and focus on continuous improvement instead of only reacting to problems. Overall, IT Service Management helps us work in a more organized, efficient, and scalable way. It improves the end-user experience, increases accountability, and gives IT teams the tools they need to deliver better service across the organization. ### 24. Comprehensive ITSM with Strong Accountability and Flexibility **Rating:** 4.5/5.0 stars **Reviewed by:** Devendra R. | Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** April 23, 2026 **What do you like best about ServiceNow IT Service Management?** I like how ServiceNow IT Service Management brings visibility and accountability to our IT processes. Every request has an owner, SLA, and audit trail. The automation is great for handling routing and escalations, ensuring tickets don't sit untouched. The knowledge base and self-service portal have significantly reduced repeat tickets by about 30% for us. I also appreciate how ServiceNow acts as a hub for IT, integrating seamlessly with Slack for notifications, Okta for SSO, and tools like Datadog and Jira for better incident management and development handoffs. This integration capability and dashboard visibility into real-time SLAs and bottlenecks are incredibly valuable. **What do you dislike about ServiceNow IT Service Management?** ServiceNow IT Service Management does a lot well, but it's not perfect. The main downsides are complexity and cost. It takes serious time and expertise to implement and maintain - not something you spin up in a week. Licensing gets expensive fast, especially with add-on modules. The UI has improved but can still feel clunky, and upgrades require careful testing if you've customized anything. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management consolidates our IT support into a single system, ensuring accountability with tracked requests. It resolved issues like lack of accountability and multiple intake channels while reducing resolution times through automation and visibility. The self-service portal also reduced repeat tickets by 30%. ### 25. Transparent IT Management, Complex Setup **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User | Enterprise (> 1000 emp.) **Reviewed Date:** July 07, 2026 **What do you like best about ServiceNow IT Service Management?** I use ServiceNow IT Service Management to submit help tickets, request software licenses, and track the status of my tech issues in real time. It keeps me updated automatically, so I always know when a problem is being fixed, which saves me from chasing down the IT team. I love the total transparency of the self-service portal where I can open a single dashboard, see exactly where my request sits, and know precisely who is working on it. It completely removes the guesswork and anxiety of waiting on IT support because the communication is automatic and instant. The self-service portal is like my command center for anything tech-related and makes the platform incredibly valuable because it completely removes the friction of getting help. It puts all the power in my hands and saves me a massive amount of time. I also appreciate that ServiceNow IT Service Management integrates with Slack for direct ticket creation and updates, and Microsoft 365 to automatically assign software licenses once approved. **What do you dislike about ServiceNow IT Service Management?** The main issue is that the portal search can sometimes feel a bit clunky. If I don't type exact, specific terminology for a problem, the knowledge base search doesn't always suggest what I actually need, forcing me to scroll through generic articles. The mobile app experience could also use some polish. While submitting a basic ticket on my phone works fine, trying to view complex dashboards or update a detailed request while on the go feels cramped and less intuitive than the desktop version. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management simplifies submitting help tickets and tracking issues in real time, saving me from chasing IT for updates. It eliminates request delays by routing them to the right manager instantly, speeding up approvals and keeping me informed. ### 26. Customizable Flows Enhance Service Efficiency **Rating:** 4.0/5.0 stars **Reviewed by:** Rajesh B. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I really like the flows and the ability to customize ServiceNow IT Service Management to match our needs. We've built dynamic flows that help us create new catalog items within minutes, which is much faster than the workflows we used to have. I also appreciate ServiceNow's ecosystem, which offers a better connection across different departments with a unified experience. Once we got the foundational architecture right, everything was pretty seamless. **What do you dislike about ServiceNow IT Service Management?** I find the rigidness on some of the roles frustrating, and the license management for fulfillers versus business approvers needs better clarity. The initial setup wasn't easy as getting the foundational architecture correct took us some time. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for connecting end users with our service desk, and I like the customizable flows that save time on creating new workflows. It's valuable for providing a unified experience across departments. ### 27. Best in line for service management, workflows and automation **Rating:** 5.0/5.0 stars **Reviewed by:** Karan G. | ServiceNow, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** April 20, 2018 **What do you like best about ServiceNow IT Service Management?** Smart ticket routing incident and request can be automatically assigned based on category ACI service or even impact Emergency second with strong integration with CM Db have a incident problems and changes directly linked to configuration items makes root cause analysis much easier and third is built-in best practices out of the box ServiceNow follows Att processes, which helps steam mature quickly without designing everything from scratch **What do you dislike about ServiceNow IT Service Management?** User experience, especially for end user service photo can feel heavy and unintuitive if not carefully designs over configuration and complexity is extremely powerful, but that comes at the cost of steep learning curve risk of over customization and long-term technical debt **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** We have a user base of more than 20000 users for ServiceNow - Incident MAnagement. It works greatfor user sitting in a different location to submit a ticket to the corporate. ### 28. Vast Capabilities, Complex Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Dan C. | Head of IT Service Management, Mid-Market (51-1000 emp.) **Reviewed Date:** April 20, 2026 **What do you like best about ServiceNow IT Service Management?** I like the vast capability within ServiceNow IT Service Management. The tool is easily configurable, which helps align it with our company's policies and processes. I appreciate how all the various modules and functions within ServiceNow are linked together, allowing us to maintain standard datasets that can be used for multiple use cases. This integration provides a holistic view of where demand is coming from in terms of ticket management processes. Additionally, the tool allows us to build service dependency maps to quickly see service or hardware issues and their impact. The seamless integration of services, using standard datasets with reporting capabilities, makes it valuable for updating leadership within the organization. **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 for easy access for users to log issues or requests, track and prioritize them, plan resources, and execute requests timely with SLA. It automates some requests to bypass the service desk, accelerating execution. ### 29. Powerful and Flexible Enterprise ITSM Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Jimmy H. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** What I like best about ServiceNow IT Service Management (ITSM) is the ability to standardize and automate IT processes on a single platform. It improves efficiency, increases visibility across operations, and enables teams to deliver faster and more consistent support through workflows, integrations, and self-service capabilities. **What do you dislike about ServiceNow IT Service Management?** What I dislike most about ServiceNow IT Service Management (ITSM) is that larger implementations can become complex and require strong governance to avoid unnecessary customization. Licensing and implementation costs can also be high, especially for organizations that do not fully utilize the platform’s capabilities. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management (ITSM) solves the problem of fragmented and manual IT processes by bringing incidents, requests, changes, knowledge, and automation together on a single platform. This benefits us by improving efficiency, increasing visibility, reducing resolution times, and creating a more consistent experience for both IT teams and end users. ### 30. Efficient IT Management with Exceptional SLA Visibility **Rating:** 5.0/5.0 stars **Reviewed by:** Elliot M. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like how the portal serves as a one-stop shop for customers. The virtual agent is great for live agent chat support, making things easier for our offshore team. The major incident workbench is also really useful because it keeps everything in one place during chaos. Additionally, I find it easy to configure for us and I appreciate the focus on SLAs, portal, and automation. **What do you dislike about ServiceNow IT Service Management?** req - RITM - sc task can get confusing at times. It seems like you're supposed to always work off tasks, but it feels like RITM can be worked for a lot of our catalog items. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management enhances visibility and SLA management, and its portal acts as a one-stop shop for customers. The virtual agent simplifies live chat support for our offshore team, and the major incident workbench centralizes tasks during chaotic incidents. ### 31. Flexible, User-Friendly, and Seamless Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Venkat A. | 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 flexibility to customize and integrate with different applications, which is user-friendly. I appreciate how quickly it allows users to get their issues resolved and access provided in no time. I also find it valuable for customizing the Incident form based on internal business requirements and using different catalogs for various purposes. The process of setting up is pretty simple, and we have it integrated with internal tools and Atlassian JIRA. **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 for solving incidents, access requests, and service requests, which helps users quickly resolve their issues and get access. ### 32. A Highly Scalable Platform That Unifies IT Operations, Automation, and Workflows **Rating:** 5.0/5.0 stars **Reviewed by:** Nirpeksh C. | Subject Matter Expert, Mid-Market (51-1000 emp.) **Reviewed Date:** May 28, 2026 **What do you like best about ServiceNow IT Service Management?** It has the ability to unify IT operations, automation, and service workflows into one highly scalable platform. It also helps us design our own dashboard based on SLA and OLA level standards. **What do you dislike about ServiceNow IT Service Management?** Its over expensive and complex and sometime its become highly difficult to maintain customizations **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** As a team lead it help me in incident tracking and task and also improving teams visibility and ensuring sla compliance as per the norms and the main problem which he helped me with is timely resolution to customer query and improving postive customer review ratio ### 33. Efficient Industry Standard IT Management **Rating:** 4.5/5.0 stars **Reviewed by:** Craig V. | Senior Infrastructure Engineer, Health, Wellness and Fitness, 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 is an industry standard and works out of the box with some flexibility. I appreciate its rapid assignment and routing capabilities as items need to be assigned, assessed, and resolved quickly. The tracking and reporting features are also valuable in managing incidents, changes, defects, and enhancements efficiently. **What do you dislike about ServiceNow IT Service Management?** I think ServiceNow IT Service Management needs additional assignment group structures to better support offshore and after-hour team structures. Also, some MSA partners have their own systems to provide the necessary level of ticket routing to support their contract and team structures, which could be an area for improvement. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to manage the lifecycle of incidents, changes, defects, enhancements, and requests. It works out of the box, offering rapid assignment, tracking, and reporting. It helps quickly assess and resolve critical incidents. ### 34. Efficient ITSM with Robust Reporting, Needs Better Discovery **Rating:** 4.0/5.0 stars **Reviewed by:** Priyanka B. | 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 helps us with the workflow, mapping, and reports. The workflow feature is great for adding CI or service and apps that are impacted when there's a change. The reports feature provides useful metrics to identify if a change was responsible for an incident and helps us see how many P1 or P2 incidents occurred. It assists in figuring out the CI and services that are not working. **What do you dislike about ServiceNow IT Service Management?** I don't like that some CIs are non-discoverable and some are missing attributes. We have to do it manually, and I think the discovery needs to work on that. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to detect recurring incidents and identify CIs and services that aren't working. The workflow lets us add impacted apps when changes occur, and reports help determine if changes caused incidents. ### 35. Centralized, Automated Incident Tracking and Workflows **Rating:** 5.0/5.0 stars **Reviewed by:** Ahmad J. | ICT Specialist 2, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about ServiceNow IT Service Management?** What I like most about ServiceNow IT Service Management is the way it centralizes and automates IT support. It makes incident tracking, approvals, and overall workflows faster, more organized, and easier to manage. **What do you dislike about ServiceNow IT Service Management?** What I dislike most about ServiceNow IT Service Management is that it can feel overly complex and heavy to configure. Even relatively small changes often end up requiring a lot of setup and administrative effort. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It benefits me by centralizing all tickets in one place, automating routine tasks, improving response times, and providing clear visibility into IT operations and priorities. Overall, it helps me stay organized and focus on what needs attention first. ### 36. Customizable Powerhouse for Incident Management **Rating:** 5.0/5.0 stars **Reviewed by:** Steven H. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I find ServiceNow IT Service Management to be one of the strongest service management tools in the market. I appreciate its full customizability, allowing us to make on-the-fly changes and adjust the needed information. The reporting feature lets us keep moving at an incredibly fast pace, which is essential for our team. I also value how reporting helps us identify specific product issues, enabling us to narrow down development. Overall, the ability to change up how incidents are managed for different teams, both in reporting and actual fields, is a significant advantage. **What do you dislike about ServiceNow IT Service Management?** I don't have any real problems with ITSM **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management allows us to customize requests, improve incident metrics, and increase visibility into problem areas. Its reporting lets us make on-the-go changes and focus development on recurring issues, while its customizability helps address specific team needs. ### 37. Centralized IT Management Excellence, Needs Better Search Precision **Rating:** 5.0/5.0 stars **Reviewed by:** Surya T. | Enterprise (> 1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about ServiceNow IT Service Management?** I like how ServiceNow IT Service Management acts as a centralized platform for Incident Management, change requests, alerts, approvals, and audit history, keeping everything in one place. It provides clear evidence and facilitates collaboration when resolving incidents or managing changes. I appreciate the ability to perform keyword searches in the global search to quickly locate incidents, no matter how old. It's also integrated well with other tools like Splunk SIEM, which forwards incidents, and integrates with our mailbox for direct email communication. This all contributes to getting everyone in one place and addressing issues efficiently. **What do you dislike about ServiceNow IT Service Management?** Search results could be more accurate at times. When searching for older incidents with keywords, I saw irrelevant incidents as well. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for tracking work and audits, centralizing incident and change management with clear evidence and collaboration, and searching incident history efficiently. ### 38. Empowers User Independence, Priced for Flexibility **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User | Enterprise (> 1000 emp.) **Reviewed Date:** July 06, 2026 **What do you like best about ServiceNow IT Service Management?** I started really liking the workspaces more, the CMDB, and the MIM workspace, as they serve as a one-stop shop to view everything. I also appreciate the self-service request reset portal. Features like the password or account reset application empower users to independently restore their access, which drastically reduces the ticket volumes. The initial setup was very easy for me, especially with SSO and MFA. **What do you dislike about ServiceNow IT Service Management?** Currently we cannot open each certification task concurrently from workspace and it is not user-friendly with respect to the downloadable file or customizing the view. We want the flexibility to customize the view. Licensing cost, out of box functionality only if paid, over customization. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management cuts down RCA downtime with CMDB mapping, automates approvals, offers refined KB searches, and simplifies reporting. It reduces ticket volumes with a self-service portal and equips users to reset passwords autonomously. ### 39. Unified ITSM Excellence with Room for User Onboarding Improvement **Rating:** 4.0/5.0 stars **Reviewed by:** Eric A. | 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 a unified platform for ITSM. The tickets provide a robust view of a record for both requesters and the IT team. I appreciate how field data can be aggregated into actionable intelligence, which allows us to optimize our service desk communication when responding to user requests. **What do you dislike about ServiceNow IT Service Management?** There is a difficulty in onboarding users to the platform due to the complexity of navigation. The application navigator can be overwhelming with the number of modules present. The overabundance of widgets on the panels can be confusing to users. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management creates a holistic service pipeline, letting users submit requests that IT can efficiently address. I like it as a unified ITSM platform where robust ticket views transform field data into actionable intelligence, optimizing communication and service desk performance. ### 40. Solid Data Management, Some Customization Challenges **Rating:** 4.5/5.0 stars **Reviewed by:** Todd T. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like the data management on the backend and the ease of use of the platform. We log a lot of information, but it's with the reports that we make sense of all we do. The data and the information from the data are where the value exists. **What do you dislike about ServiceNow IT Service Management?** We had to customize problem management when we installed it and now we have a lot of tech debt there. I wish they would provide opportunities and assistance for customers who implemented on almost beta instances and now are versions later still using their customizations while the platform offering has matured. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to keep incident, problem, change, and call records in sync, improving data management. The platform's data management backend and ease of use allow us to log information and make insightful reports. ### 41. Efficient Workflow Automation, Needs Simpler Reporting **Rating:** 4.5/5.0 stars **Reviewed by:** Brian L. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I find ServiceNow IT Service Management great for collecting information, driving workflows, and automating certain parts of delivery. It allows us to gather the proper information upfront, which minimizes the back and forth with the customer. It also helps us document our delivery process in the system and ensures the process is consistently followed. The automation feature reduces our need for agents to perform repeatable low-value tasks, making the team more efficient. **What do you dislike about ServiceNow IT Service Management?** Reporting is becoming more complex and alienating some of our former report writers on the help desk level. We need reporting to go back to being intuitive. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management helps us create auditable tickets for historical reference and measurable metrics. It streamlines information collection, minimizes back-and-forth communication, ensures consistent process documentation, and automates low-value tasks, reducing our need for agents. ### 42. Efficient IT Management with Excellent Automation, Needs Interface Streamlining **Rating:** 4.5/5.0 stars **Reviewed by:** Kedar z. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like the automations and workflows in ServiceNow IT Service Management because they are helpful with integrations, approvals, and notifications. The initial setup was easy, and I also appreciate how the system supports IT and multiple departments effectively. **What do you dislike about ServiceNow IT Service Management?** I don't like having too many workspaces versus the classic interface, which leads to users having to deal with too many interfaces. It would be better to have a centralized portal to reduce the number of interfaces. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for break fixes, change, and analytics. Its automations and workflows assist with integrations, approvals, and notifications. ### 43. Great Modules, Customization, and Integrations with Helpful AI Features **Rating:** 4.5/5.0 stars **Reviewed by:** Shah Nawaz K. | Product Support Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** April 30, 2026 **What do you like best about ServiceNow IT Service Management?** The modules and customization it offers are great. It can be integrated with different tools and technologies through plugins and APIs. The user interface and AI features also make it even more helpful. **What do you dislike about ServiceNow IT Service Management?** Sometimes it lags and sometimes it doesn;t work as it should be, which may cause some SLA breaching and Pricing also seems to be lil bit higher side as compared to other ITSM tools **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I am into managed services and ITSM tools help us to communicate on a single ticket and it also tracks Metrics which are helpful on Managed services such as SLAs, OLAs, MTTR, MTTA ### 44. Streamlined Request Tracking with ServiceNow **Rating:** 4.5/5.0 stars **Reviewed by:** Michael A. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like the clear workflow in ServiceNow IT Service Management. It helps track the progression of requests and incidents as they're being worked on. Having a workflow allows our users to monitor the course of our delivery toward their initial requests. It reduces offline emails and messages because users can look up their own tickets and see exactly what the status is. Also, I appreciate the ability to comment in the Work Notes, which allows for collaboration throughout the lifecycle of a request. **What do you dislike about ServiceNow IT Service Management?** Looking up past tickets can be difficult **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management helps us record individual service requests and incidents. It provides a clear workflow for tracking requests, reducing offline communication, and allowing users to monitor their requests. The Work Notes feature facilitates collaboration throughout the request lifecycle. ### 45. ServiceNow Platform: Transforming Workflow Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Enterprise (> 1000 emp.) **Reviewed Date:** December 06, 2023 **What do you like best about ServiceNow IT Service Management?** The recent AI-driven capabilities in ServiceNow ITSM, such as predictive intelligence, virtual agent enhancements, and workflow automation, have significantly improved operational efficiency and user experience. The platform’s continuous innovation in GenAI, intelligent incident management, and seamless integration capabilities makes IT support faster, smarter, and more proactive. Additionally, the modern UI and enhanced reporting dashboards help teams manage services more effectively. **What do you dislike about ServiceNow IT Service Management?** ServiceNow ITSM can further improve by simplifying complex configurations and reducing dependency on heavy customization for certain business requirements. Enhancing out-of-the-box reporting flexibility, optimizing platform performance for large-scale implementations, and making licensing more cost-effective for mid-sized organizations would also improve the overall customer experience. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** The ServiceNow Now Platform addresses various challenges in IT service management and workflow automation. It streamlines processes, improves collaboration, and enhances overall efficiency. For instance, it helps in managing and resolving IT issues more promptly, reducing downtime. The platform's automation capabilities save time and resources by handling routine tasks, allowing focus on more strategic initiatives. Additionally, its comprehensive features enable better tracking, analysis, and optimization of business processes. The benefits include improved productivity, enhanced service delivery, and a more proactive approach to addressing organizational challenges. ### 46. Streamlined IT Management with Powerful Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Jen P. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I really appreciate the ability of ServiceNow IT Service Management to integrate with other systems and automate workflows. It's great for Incident and Change Management, Catalog requests, and reporting. The common out-of-the-box reporting options make it easy to provide data to leadership and teams, and the automation of workflows in the catalog helps streamline processes and adds efficiency. **What do you dislike about ServiceNow IT Service Management?** SLA reporting. I would like to have the ability to identify which user or team a ticket was assigned to when an SLA breaches. Also, an intuitive way to report on where the ticket was when SLA breaches. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management improves reporting, ticket tracking, and end-user visibility, while out-of-the-box reporting options provide easy data sharing. It streamlines processes through workflow automation and offers integration with other systems for efficiency. ### 47. Streamlined IT Operations with Robust Automation **Rating:** 4.0/5.0 stars **Reviewed by:** Akash Deep S. | Manager, Computer Software, Enterprise (> 1000 emp.) **Reviewed Date:** May 14, 2026 **What do you like best about ServiceNow IT Service Management?** I really like the automation capability of ServiceNow IT Service Management. Setting a workflow that can automatically assign service requests, send notifications, and escalate issues without any manual work saves our team a ton of time and resources. It's very easy to use ServiceNow ITSM for managing and tracking IT incidents and service requests. The integration with Teams and Outlook is also helpful. **What do you dislike about ServiceNow IT Service Management?** The initial setup and configuration can be complex. Getting CMDB setup correctly and mapping our assets and their relationship took weeks. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to manage and track IT incidents efficiently. It replaces scattered email threads with a single platform for incident logging and resolution, significantly cuts down on repetitive tasks with automation, saving our team time and resources. ### 48. Reducing manual work but sometimes hard to maintain the things **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** I like that you can automate a lot trivial tasks (e.g. record producers, the idea of the flows) **What do you dislike about ServiceNow IT Service Management?** Knowledge editor is really poor and you have to use html almost for every action. The fact the you are logged of after clicking the save button is very frustrating.There is no option how to use the child parent relationship in KB. I don't like that in the flow, you have to use those data pills and you can't refer to the table easily. I don't like the fact that the healthcheck must be triggered by ServiceNow employee (at least in our case). There is also a lot of false positive health checks popping up (regarding the customizations especially). **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ITSM for building the flows and platform operations and monitoring ### 49. Functional Yet Frustrating Issues Persist **Rating:** 4.0/5.0 stars **Reviewed by:** Sainath N. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I see a lot of improvements in functionality with ServiceNow IT Service Management, and I value the screen consolidation and all-in-one-place features. The inbuilt AI features in Assist panels are something I appreciate as well. The initial setup went well, which was a positive aspect of my experience. **What do you dislike about ServiceNow IT Service Management?** I have a lot of pain points with user screens and the Service Operations Workspace in ServiceNow IT Service Management. After every upgrade, we see a lot of issues in SOW within the ITSM space. The support for fixing existing issues is lacking, and concentrating on fixing open issues with Service Operations Workspace could be improved. There's also a lack of support from ServiceNow HI. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I appreciate screen consolidation and the all-in-one-place approach with built-in AI features in Assist panels. ### 50. Centralized Support with Room for Improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Shamika R. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like that we manage a centralized service desk via the advanced work assignments. It provides multiple channels for the Service Desk - like chat, voice, and then further breakdown by issue type and skills to provide support. **What do you dislike about ServiceNow IT Service Management?** The way knowledge articles are surfaced for fulfillers is not very clean. They see information from all knowledge bases except the ones most relevant based on roles. It could be improved by scoping it down to the role of the user and prioritizing that, or maybe giving users a way to set that up. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management gives Ops a single pane to report issues. It centralizes our service desk using advanced work assignments with multiple channels, like chat and voice, segmented by issue type and skills for support. ## 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=2§ion=pricing&secure%5Bexpires_at%5D=2026-07-21+15%3A47%3A52+-0500&secure%5Bsession_id%5D=fb406f72-0b27-468e-813f-9a3683283495&secure%5Btoken%5D=775619b003081d065dd6ed253e1a6a0d58e4d9dc02162f049592c0d7c67cad8f&format=llm_user) ## ServiceNow IT Service Management Integrations - 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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 (777 reviews)