What do users say?

What I like most about ServiceNow ITSM is how it brings everything together in one place. Managing incidents, requests, changes, and approvals through a single platform makes day-to-day work much easier and helps reduce the need to switch between different tools. I also find the dashboards useful because they provide a clear view of ongoing work and help teams stay organized. The automation and AI-driven features, such as intelligent routing and recommendations, save time by reducing manual effort and helping tickets reach the right teams faster. Overall, ServiceNow has improved visibility, streamlined processes, and made collaboration across teams more efficient. Review collected by and hosted on G2.com.

One of the main challenges with ServiceNow ITSM is its complexity. While the interface is generally user-friendly, some features and configuration options can be difficult for new users to navigate without proper training. The platform offers extensive integration capabilities, but setting up and managing integrations can sometimes be time-consuming. Performance is usually reliable, although heavily customized implementations may require ongoing optimization. Cost is another consideration, as licensing and implementation expenses can be significant. The documentation and support resources are useful, but certain advanced use cases still require experienced administrators. The AI and automation capabilities help reduce manual effort, but there are occasions where recommendations need additional fine-tuning to deliver the best results. Overall, these are manageable challenges, but they are worth considering before implementation. Review collected by and hosted on G2.com.

I like ServiceNow IT Service Management because it provides a centralized workflow that is clear and straightforward for case tracking. This really helps with collaboration and keeps work organized and efficient. The incident and change management features, along with the reporting tools and dashboards, improve visibility and operational efficiency, making it easier to manage tasks. Review collected by and hosted on G2.com.

The interface can sometimes feel complex and certain workflows require multiple clicks or customization to achieve simple tasks. Performance and usability could also be improved in some areas. Performance can sometimes be slow when loading complex records or dashboards, and the user experience can be improved by reducing the number of clicks needed for common tasks and making navigation more intuitive. Review collected by and hosted on G2.com.

What I like most about ServiceNow ITSM is its intuitive user interface and the way it brings incidents, requests, changes, and approvals into a single platform. The dashboards and workflows make it easy to track work and stay organized. I also appreciate the AI-powered features, such as intelligent routing, recommendations, and automation, which help reduce manual effort and speed up issue resolution. Overall, it improves team collaboration, visibility, and productivity while providing a better user experience. Review collected by and hosted on G2.com.

What I dislike most about ServiceNow ITSM is that it can sometimes feel overwhelming due to the sheer number of fields, options, and screens involved in certain processes. Even relatively simple tasks can occasionally require more clicks than I’d expect, which can slow things down and impact overall efficiency. Review collected by and hosted on G2.com.

ServiceNow ITSM makes it easy to manage incidents, service requests, changes, and problem records from a single dashboard. I particularly like its workflow automation, SLA tracking capabilities, and flexibility for customizing forms, notifications, and business processes. As someone involved in daily infrastructure operations, it helps ensure better coordination between support teams and provides clear visibility into ongoing activities, which improves both efficiency and service delivery. Review collected by and hosted on G2.com.

The biggest challenge with ServiceNow ITSM is the complexity involved in advanced customization and administration. While the flexibility is a strength, configuring workflows, approvals, business rules, and integrations can sometimes require significant effort and expertise. In large environments with multiple teams and processes, maintaining consistency across configurations can also be challenging. However, these drawbacks are generally outweighed by the platform's capabilities. Review collected by and hosted on G2.com.

I love the ServiceNow IT service Management because it makes the Incident, Problem, Change modules easy to create, work and report on.

Whenever we want to send a Incident to another tool we can integrate the two systems together through REST or SOAP and ServiceNow provides so many ways we can integrate the system.

When we automate the Incident creation through record producers it gives a very seamless and fast experience to end users.

Through ServiceNow we can achieve numerous AI functionalities as well like Incident summarisations, Agentic AI working on the incidents and identifying the issues and creating Incident proactively.

The pricing and licensing also make it easier for organizations to prefer ServiceNow over other tools as the ROI in ServiceNow is far better then any other tool in the market.

The operations team takes care of the Support/Onboarding as they are given KT by the developers and a complete guide on how to take care fo the system. Review collected by and hosted on G2.com.

I think the licensing cost of having ServiceNow is increasing by each passing day which if clubbed with good deals can be fixed.

The support system from ServiceNow only takes care of the OOB functionalities and very little or no support to customizations.

Which if improved can take ServiceNow experience of customers to another level. Review collected by and hosted on G2.com.

As a Java developer, I like ServiceNow ITSM because it makes it easier to connect different applications and automate ticket-related work. I mainly use APIs to exchange data between ServiceNow and other applications. For example, tickets can be created or updated automatically instead of doing everything manually. This saves time, reduces manual errors, and makes issue tracking easier. I also like that everything is managed in one place, so it is easier for the support and development teams to follow the status of an issue. Review collected by and hosted on G2.com.

One thing I dislike about ServiceNow IT Service Management is that it can feel a little complicated when you are using it for the first time. There are many options, configurations, workflows, and screens, so it takes some time to understand where everything is and how the process works. From a developer’s point of view, integrating ServiceNow with other applications is useful, but sometimes API configuration, authentication, field mapping, and troubleshooting can take more time than expected.

I also feel that some simple tasks require multiple steps or depend on proper configuration. If the workflow or permissions are not configured correctly, it can be difficult to understand why something is not working. The platform is very powerful, but because of that, there is also a learning curve. Once you understand the platform and the organization’s setup, it becomes much easier to work with. Review collected by and hosted on G2.com.

What I like most about ServiceNow ITSM is its flexibility and the ability to bring different IT service management processes together in one platform. The workflow automation, reporting capabilities and integration options are particularly valuable. From a development and configuration perspective, there's a great deal of scope to tailor the platform to meet different business requirements while improving efficiency and reducing manual processes. Review collected by and hosted on G2.com.

The platform can have quite a steep learning curve, particularly when working with more complex configurations and customisations. Some functionality isn't always intuitive, and relatively straightforward requirements can sometimes involve more configuration than expected. There's also a need for strong governance to avoid unnecessary complexity and ensure solutions remain maintainable over time. Review collected by and hosted on G2.com.

I use ServiceNow IT Service Management to track my daily tickets and incidents, and it simplifies incident and ticket management by keeping all requests in one place. I like the easy-to-use interface, centralized dashboard, and efficient ticket tracking. The centralized dashboard helps me keep all tickets in one place, prioritize important and critical incidents, and meet SLA deadlines. I appreciate how it allows me to communicate with users in real time and provide ticket updates, which helps me resolve tickets faster. The initial setup was very easy and didn't take much time, allowing anyone to set it up without prior knowledge. Review collected by and hosted on G2.com.

One thing I would like to improve is the search functionality and implementing AI features on top of it. Even if an engineer has given a vague explanation on the ticket resolution, that feature should be able to understand the solution and explain it in a simpler way to the customer. It can be improved for better indexing, easily searching for KB articles, better and simpler filtering, and allow users to add little real-time features as per their convenience. Review collected by and hosted on G2.com.

I find that ServiceNow IT Service Management has cut down resolution times significantly, and the self-service portal reduces the need for back-and-forth emails. I like how it helps us track SLAs better and stay on top of resolution times, making it reliable for keeping our IT support organized. What I like most is the SLA tracking — it's made it much easier to stay on top of ticket deadlines and spot issues before they become bigger problems. I also appreciate how reliable it has been for my team, and I find it easy to recommend to colleagues, which is why I'd rate it a 10/10. Review collected by and hosted on G2.com.

One thing that could be improved is the initial setup — it took a bit of time to configure things the way we needed. Review collected by and hosted on G2.com.

It is a platform for managing incidents, request, changes so that we can work more efficienty . All these comes on one platform and it is used world wide. There are lot of fitures of applying filters in each category and find out the output as per our need. Dashboard is user friendly and it saves alot of time and helps IT sector to manages the work Review collected by and hosted on G2.com.

From past few weeks, site is getting hanged. It cause a trouble. But also it get resolved soon. Also, a new user may take time to learn as they are so many thing that can be done on service now Review collected by and hosted on G2.com.