ServiceNow IT Service Management Reviews & Product Details

As an operation Lead I use ServiceNow on a daily basis, it helps me check the shift schedule of my team so I can assign tasks. Also, to check the current status of Service tickets, like where the call is pending, to follow up with the concerned team. ServiceNow helps to raise incidents or issues that occur in the production application environment to report to the centralized senior management team to keep track. Review collected by and hosted on G2.com.

Has two views for the dashboard: one basic view to enable raising tickets and another is an agent view to get details about various things about tickets, in-depth details, and dashboard customization services. Despite this, it can have two different links so that users can use either one as required. Also, we can offer users the one specifically used by their designation. Review collected by and hosted on G2.com.

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.

What I like best about ServiceNow IT Service Management is its ability to centralize all IT requests in one easy-to-use platform. The automation and workflows reduce manual effort, improve response times, and help teams deliver a more consistent support experience. Review collected by and hosted on G2.com.

What I dislike about ServiceNow IT Service Management is that the platform can feel complex at first and requires time to configure properly. The cost can also be high for smaller teams, and some advanced customizations need skilled resources to manage effectively. 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.

ServiceNow Autonomous IT has helped us move from reactive operations to a more proactive IT management model. The platform leverages AI-driven insights, automation, and predictive analytics to identify potential issues before they impact end users. We have seen improvements in incident resolution times through intelligent routing and automated workflows. The integration with ITSM, CMDB, and Service Operations provides a unified operational view, helping teams make faster and more informed decisions. While the initial setup and tuning require effort, the long-term operational efficiency benefits are significant Review collected by and hosted on G2.com.

While ServiceNow ITSM is a powerful platform, there are a few areas that can be challenging. The initial implementation and configuration can be complex, especially for organizations with extensive customization requirements. Licensing costs can also be significant for smaller organizations. Some advanced features require additional modules or expertise, which can increase both implementation time and maintenance effort. Additionally, users may experience a learning curve when navigating the platform's extensive capabilities, and customizations can sometimes make upgrades more challenging.

Key areas for improvement:

Higher licensing and implementation costs

Steep learning curve for new administrators and developers

Complex customization and upgrade management

Some advanced functionality requires additional modules

Reporting and dashboard customization can require technical expertise Review collected by and hosted on G2.com.

I find it easy to track pending tasks and requests, note resolutions and the steps needed to resolve them, and assign work to different teams. I like how ServiceNow IT Service Management helps me organize tasks, issues, and requests, and how it prioritizes tickets based on who they’re assigned to and different priority tiers. The comment section lets me add details relevant to a resolution and share them with other team members, even people outside my organization. Setup was very easy: it took about 30 minutes for the tour and one-on-ones to get started, and I hardly ever needed help from the technical team. My experience with ServiceNow IT Service Management was great; it’s one of the best systems I’ve worked with for tracking tickets and organizing tasks. Review collected by and hosted on G2.com.

I think queue management could be improved. I’d like different pipelines to prioritize high-urgency tasks and guide them along the right resolution path. I’d also like automation using tags on queries or tickets to route them more efficiently to the right teams. Review collected by and hosted on G2.com.

What I love most about ServiceNow IT Service Management is the platform's ability to centralize processes, automate activities, and promote greater operational efficiency. The solution allows for transforming manual tasks into intelligent workflows, reducing rework and increasing team productivity.

Additionally, I especially appreciate the platform's flexibility to meet different business needs, enabling the creation of customized solutions without losing governance and ITSM best practices. The integration between incidents, requests, changes, problems, and knowledge provides a complete view of services, facilitating decision-making and improving user experience.

As a professional, I also find it very valuable to continuously evolve within the ServiceNow ecosystem, exploring new features, automations, and innovation opportunities that generate real results for clients. Review collected by and hosted on G2.com.

I can't think of anything I dislike about ServiceNow IT Service Management. Review collected by and hosted on G2.com.