--- title: ServiceNow IT Service Management Reviews meta_title: 'ServiceNow IT Service Management Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1984 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: 1984 scale: '5' date_modified: '2026-09-22' 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:** 1,984 **AI Verified:** At least 10 G2 reviewers have confirmed using this product's AI features and functionality. ## 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 Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews. **What users like:** - Users appreciate the **ease of use** of ServiceNow IT Service Management, simplifying management and reporting tasks efficiently. (163 reviews) - Users value the **rich functionality** of ServiceNow ITSM for efficient incident management and streamlined processes. (110 reviews) - Users commend the **streamlined efficiency** of ServiceNow IT Service Management for tracking and improving IT service delivery. (100 reviews) - Users value the **extensive and customizable features** of ServiceNow IT Service Management, benefiting from its continuous evolution and community support. (93 reviews) - Users appreciate the **strong automation capabilities** of ServiceNow, enhancing operational efficiency and streamlining IT operations seamlessly. (84 reviews) - Users value the **easy integration with external tools** , enhancing flexibility and improving overall IT service management. (81 reviews) - Service Management (65 reviews) - Productivity Improvement (52 reviews) - Users value the **collaborative features** of ServiceNow ITSM, streamlining ticket management and enhancing workflow efficiency. (51 reviews) - User Interface (50 reviews) **What users dislike:** - Users find the **learning curve steep** , requiring significant effort and prior knowledge to utilize ServiceNow effectively. (70 reviews) - Users find the **licensing and implementation costs too high** , which can be a barrier for smaller organizations. (59 reviews) - Users find the **complexity** of configuring and customizing ServiceNow overwhelming, especially without dedicated expertise or training. (53 reviews) - Users find the **limited customization** in ServiceNow ITSM can lead to difficulties in obtaining desired data effectively. (51 reviews) - Users face **customization difficulties** with ServiceNow IT Service Management, particularly due to its complexity and high costs. (47 reviews) - Complex Setup (45 reviews) - Steep Learning Curve (36 reviews) - Not User-Friendly (33 reviews) - Pricing Issues (31 reviews) - Slow Performance (28 reviews) ## ServiceNow IT Service Management Reviews ### 1. 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.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **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 ### 2. Streamlined ITSM with Effective Ticket Management **Rating:** 5.0/5.0 stars **Reviewed by:** David B. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 3. ITSM in Service Operations Workspace **Rating:** 4.0/5.0 stars **Reviewed by:** Blair C. | Enterprise (> 1000 emp.) **Validated Reviewer:** This review contains authentic analysis and has been reviewed by our team **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** September 10, 2026 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about ServiceNow IT Service Management?** I like the UI changes that have been made to ITSM in the SOW. The tabbed layout is a nice improvement and helps keep everything better organized. **What do you dislike about ServiceNow IT Service Management?** I dislike that the SOW for ITSM is missing functionality that exists in the classic UI like being able to get the sys_id of a record by right clicking on the header of a record **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ITSM provides a space for our users to manage incidents, problems, and other record types all in one place. ### 4. 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.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **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. ### 5. Comprehensive ITSM with Strong Accountability and Flexibility **Rating:** 4.5/5.0 stars **Reviewed by:** Devendra R. | Support Specialist, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **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%. ### 6. Transparent IT Management, Complex Setup **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **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. ### 7. Customizable Flows Enhance Service Efficiency **Rating:** 4.0/5.0 stars **Reviewed by:** Rajesh B. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 8. 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.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** April 20, 2018 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **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. ### 9. The best ITSM TO EVER **Rating:** 5.0/5.0 stars **Reviewed by:** Dinakar S. | Technical Architect, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** September 10, 2026 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about ServiceNow IT Service Management?** I have been using the service for the past 8 years, at different times and in different capacities. I find it very useful, and the upgrades they’ve made over the years have only improved it. I strongly recommend it for ITSM, change management, incident management, and release management. **What do you dislike about ServiceNow IT Service Management?** It’s very often slow and makes you wait while it processes. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** IT service management for incident, release, change, and problem management. It makes it easy to streamline customer service and support. ### 10. Connected Tickets, Built-In Knowledge, and Smooth Integrations **Rating:** 4.5/5.0 stars **Reviewed by:** Louis B. | Senior Enterprise Account Executive, Information Technology and Services, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** July 23, 2026 **What do you like best about ServiceNow IT Service Management?** Keeping requests, incidents, and changes connected is the core of this platform, which I really appreciate. Plus, finding related knowledge without leaving the ticket open. And lastly, bringing different IT tools together through integrations. **What do you dislike about ServiceNow IT Service Management?** It does sound fair for large environments to require regular governance, but it becomes a bit irritating. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It has helped us resolve several important issues, including approval bottlenecks, delayed ticket escalations, inconsistent service delivery, and knowledge that was previously locked within individual teams. Overall, it has brought more consistency and structure to our IT operations, and I see it as a practical long-term solution for organizations with growing IT needs. ### 11. Vast Capabilities, Complex Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Dan C. | Head of IT Service Management, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account added to their profile **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **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. ### 12. Powerful and Flexible Enterprise ITSM Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Jimmy H. **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 13. Efficient IT Management with Exceptional SLA Visibility **Rating:** 5.0/5.0 stars **Reviewed by:** Elliot M. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 14. Better incident and change management **Rating:** 4.5/5.0 stars **Reviewed by:** Chaitu J. | Mid-Market (51-1000 emp.) **Validated Reviewer:** This review contains authentic analysis and has been reviewed by our team **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** September 10, 2026 **What do you like best about ServiceNow IT Service Management?** Summarizing change tickets and scalability. Easy to communicate with infra and middleware teams for change requests and incidents. **What do you dislike about ServiceNow IT Service Management?** The licensing cost and the learning curve make it harder to work with independently. There also isn’t much support for individual teams; it seems better suited for middleware and infrastructure teams. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** We use change requests and incidents extensively to communicate with the infrastructure and middleware teams. We also plan to implement our existing templates and month-end change requests using this. ### 15. Flexible, User-Friendly, and Seamless Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Venkat A. | Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** This review contains authentic analysis and has been reviewed by our team **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 16. 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.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Source: G2 invite:** Invitation from G2. This reviewer was not provided any incentive by G2 for completing this review. **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 ### 17. 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.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 18. Efficient ITSM with Robust Reporting, Needs Better Discovery **Rating:** 4.0/5.0 stars **Reviewed by:** Priyanka B. | Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 19. 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.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **G2 Icon:** Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise. **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. ### 20. Customizable Powerhouse for Incident Management **Rating:** 5.0/5.0 stars **Reviewed by:** Steven H. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Source: Thank You page:** Invitation from G2. This reviewer was not provided any incentive by G2 for completing this review. **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. ### 21. Centralized IT Management Excellence, Needs Better Search Precision **Rating:** 5.0/5.0 stars **Reviewed by:** Surya T. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **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. ### 22. ITSM for Service Now **Rating:** 4.5/5.0 stars **Reviewed by:** Gary S. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** September 10, 2026 **What do you like best about ServiceNow IT Service Management?** It was almost fully configured right out of the box. When we implemented it, we needed only minimal configuration. Since then, we’ve continued to mature the product to better support our growing needs. **What do you dislike about ServiceNow IT Service Management?** Be aware that upgrading to a new version can sometimes cause certain customizations to break. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use it to track help desk tickets and to identify repeat issues, which makes it easier to spot patterns and stay on top of recurring problems. ### 23. Empowers User Independence, Priced for Flexibility **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **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. ### 24. Unified ITSM Excellence with Room for User Onboarding Improvement **Rating:** 4.0/5.0 stars **Reviewed by:** Eric A. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 25. Solid Data Management, Some Customization Challenges **Rating:** 4.5/5.0 stars **Reviewed by:** Todd T. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **G2 Icon:** Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise. **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. ### 26. ServiceNow ITSM Ease of Usability **Rating:** 3.5/5.0 stars **Reviewed by:** chloe l. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** September 10, 2026 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about ServiceNow IT Service Management?** The best part of the ServiceNow ITSM platform is being able to link multiple different ITSM records together. You can connect incidents to problems and changes, so that from any one ticket you can easily reference the others. **What do you dislike about ServiceNow IT Service Management?** The platform can be a little slow and the tree view may sometimes be a little difficult to read. There also isn’t a pretty interface. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Being able to manage incidents, problems, changes, and assets. ### 27. Simplifies Change Control with Clear SLA Process **Rating:** 4.0/5.0 stars **Reviewed by:** M M. **Validated Reviewer:** Validated through a business email account added to their profile **Source: Thank You page:** Invitation from G2. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** August 12, 2026 **What do you like best about ServiceNow IT Service Management?** I appreciate how ServiceNow IT Service Management helped me monitor the service desk portal and set up a clear SLA process. I like ITIL and the way it's articulated within the platform. Implementing a clear process for raising tickets is another feature I found valuable. The initial setup was straightforward, which made the transition from our previous product, TopDesk, smoother. **What do you dislike about ServiceNow IT Service Management?** I find raising a change control can be confusing sometimes. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management helps me monitor the service desk portal and set up a clear SLA process. ### 28. Be ready to build **Rating:** 3.5/5.0 stars **Reviewed by:** patrick p. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 29, 2026 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about ServiceNow IT Service Management?** Out of the box, the experience is positive and industry benchmark. **What do you dislike about ServiceNow IT Service Management?** The required level of development can at times be more than most teams can absorb to make material impact. Internal developer/s are highly recommended to leverage the investment. The tool is only as good as the effort you invest into it. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Creates a Solid front door for our stakeholders to access services and the level of integration with 3rd party tooling is broad and grows daily. The orchestration and workflow automations allows us to remove friction an provide a positive employee experience ### 29. Efficient Workflow Automation, Needs Simpler Reporting **Rating:** 4.5/5.0 stars **Reviewed by:** Brian L. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 30. 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.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** This review contains authentic analysis and has been reviewed by our team **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 31. 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.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **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 ### 32. Streamlined Request Tracking with ServiceNow **Rating:** 4.5/5.0 stars **Reviewed by:** Michael A. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account added to their profile **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 33. ServiceNow Platform: Transforming Workflow Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Organic:** Organic review. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** December 06, 2023 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **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. ### 34. One platform for ticketing and workflow management. **Rating:** 4.5/5.0 stars **Reviewed by:** Rajeev R. | Software Engineering Manager II, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** February 28, 2023 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about ServiceNow IT Service Management?** More recently, the increasing use of AI and agentic capabilities within workflows is particularly interesting, as it can help automate repetitive IT operations, improve incident resolution, and make ITSM more proactive rather than reactive. **What do you dislike about ServiceNow IT Service Management?** Version compatibility and upgrade management could be improved, particularly for customers with complex enterprise environments. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Servicenow engine helps easy application development. The apis integrate with our drivers for identity access management ensuring publishing and subscribing information. ### 35. Streamlined IT Management with Powerful Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Jen P. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Source: Thank You page:** Invitation from G2. This reviewer was not provided any incentive by G2 for completing this review. **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. ### 36. Streamlined IT Operations with Robust Automation **Rating:** 4.0/5.0 stars **Reviewed by:** Akash Deep S. | Manager, Computer Software, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account added to their profile **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **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. ### 37. 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.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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 ### 38. User friendly systems **Rating:** 5.0/5.0 stars **Reviewed by:** Meriem P. | Tech support specialist, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** September 10, 2026 **What do you like best about ServiceNow IT Service Management?** I like that it is user friendly and I can tie incidents to each other when you have parent/child incidents; taking work notes and public notes; tagging and email integration for notifications **What do you dislike about ServiceNow IT Service Management?** So far in our GovTech side of business we cannot use AI it would be nice to add when possible **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Self resolving tickets by the users so it cuts down time on unneeded work ### 39. Functional Yet Frustrating Issues Persist **Rating:** 4.0/5.0 stars **Reviewed by:** Sainath N. | Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through a business email account **Source: Thank You page:** Invitation from G2. This reviewer was not provided any incentive by G2 for completing this review. **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. ### 40. Centralized Support with Room for Improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Shamika R. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **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. ### 41. Efficient Issue Resolution and Ticketing Beyond Expectations **Rating:** 4.5/5.0 stars **Reviewed by:** Joey O. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like that ServiceNow IT Service Management is more than just a ticketing system; it allows us to resolve company issues with ease for internal folks. It's great how we can use events to generate tickets and be aware of issues with our infrastructure. It allows us to know when events occur and generate incidents for various teams to remedy. The initial setup was easy from our legacy cooperation side. **What do you dislike about ServiceNow IT Service Management?** Well for our instance, there's been some customization for data lookup rules that are antiquated and cause issues with routing, but that's moreover an issue on our side. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for incident, change, requests, and problem management. It quickly solves issues like hardware problems and alerts, and generates incidents for teams to remedy them. ### 42. Streamlined ITIL Processes, Seamless Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Jan P. | Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like that ServiceNow IT Service Management follows industry standards and integrates the Common Service Data Model (CSDM) within ITSM, which makes our Configuration Management Database (CMDB) data a Service Graph that gives structure and context. I appreciate how processes are well-defined and flow fluently, speeding up ticket intake and routing. The natural connection to knowledge management, supported by AI, is also a highlight. **What do you dislike about ServiceNow IT Service Management?** I find the onboarding times a bit long and think that accelerators would help start using the processes. A ready-for-operation pre-set of processes would be quite helpful. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to streamline ITIL processes, speeding up ticket intake and routing. It centralizes our operations on one platform, supported by AI, and connects naturally to knowledge management, making our processes fluently well-defined. ### 43. Powerful IT Management with Data Aggregation **Rating:** 5.0/5.0 stars **Reviewed by:** George R. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I find ServiceNow IT Service Management helpful as it allows our user community to submit IT issues with transparent tracking of status. I like that it's easy to aggregate data on common incidents occurring in our environment, which makes reporting on this data more valuable. Switching from BMC Remedy to ServiceNow IT Service Management was a good decision because ServiceNow is a vastly superior product. Overall, I am very satisfied and would highly recommend it. **What do you dislike about ServiceNow IT Service Management?** It's a bit difficult to segregate incident data belonging to separate tenants sharing the application. Also, the initial setup was somewhat difficult, particularly the migration of data from the previous ITSM tool. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It lets our user community submit IT issues with transparent tracking and makes reporting on data from common incidents more valuable. ### 44. Flexible, Scalable, Yet Complex to Implement **Rating:** 4.0/5.0 stars **Reviewed by:** Akshit G. | Senior ServiceNow Consultant , Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** March 23, 2026 **What do you like best about ServiceNow IT Service Management?** I like the flexibility and scalability of ServiceNow IT Service Management across different organizations. The platform is highly configurable, which makes it easy for me to adapt to different client requirements. I appreciate its self-service capabilities, as they significantly improve the end-user experience by allowing users to raise incidents, submit requests, and find solutions through knowledge articles without depending entirely on IT teams. The automation and integration with other modules make it very powerful for building efficient IT workflows. I also value its ability to handle increasing volumes of incidents, requests, and users without performance issues, making it a long-term solution. **What do you dislike about ServiceNow IT Service Management?** One area that could be improved is the complexity of implementation, especially for new users. Reporting can also be less intuitive for non-technical users, and the overall cost can be a concern for smaller organizations. Improving out of the box usability and simplifying reporting would make it even better. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow ITSM solves fragmented IT systems and reliance on manual processes by centralizing operations, improving response times, and ensuring better tracking. It reduces manual effort through automation, enhancing consistency and compliance in IT processes. ### 45. Interconnected Modules Streamline Management, UI Needs Polish **Rating:** 5.0/5.0 stars **Reviewed by:** Dimitrios H. | Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like how interconnected everything is in ServiceNow IT Service Management and how you can associate between the different modules. It allows me to streamline my incidents and bucket them based on the assignment queues. I also appreciate that change management can derive from an incident that got submitted to the Service Desk, where you can relate the change back to the incident that prompted it. This gives you a full story of how you arrived at the change. **What do you dislike about ServiceNow IT Service Management?** Although I am used to it, fundamentally, the UI can be improved for end user experience. In particular, forms can become more user friendly by adding customizations on the look and feel. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I streamline my incidents and bucket them based on the assignment queues with ServiceNow IT Service Management. ### 46. Centralized IT Operations with Robust Features **Rating:** 5.0/5.0 stars **Reviewed by:** RAMPRIYA S. | Sr. Technical Consultant, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** March 25, 2026 **What do you like best about ServiceNow IT Service Management?** I like how ServiceNow IT Service Management helps us centralize workflows, enforce standardized processes, and automate routine tasks. This has made improvements in efficiency, reduced our response and resolution times, and provided us with better transparency and control over IT services. The centralization of workflows gives us a single source of truth, enhancing visibility across teams, reducing miscommunication, and keeping everyone aligned on priorities and status. **What do you dislike about ServiceNow IT Service Management?** While ServiceNow IT Service Management is a powerful platform, there are a few areas that could be improved. Initial setup and customization can be complex, especially for organizations without strong platform expertise, and it often requires experienced developers or architects. The initial setup wasn't very easy, requiring careful planning and platform knowledge. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow ITSM streamlines IT operations by centralizing workflows, standardizing processes, and automating tasks. It improves visibility, reduces miscommunication, and enhances service delivery, addressing previous challenges like fragmented tracking and delays. ### 47. AI-Driven Efficiency with Some Integration Hurdles **Rating:** 5.0/5.0 stars **Reviewed by:** Karthik r. | Lead Solutions Architect | Director of Integrations, Financial Services, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** March 21, 2026 **What do you like best about ServiceNow IT Service Management?** I like the AI-driven efficiency that ServiceNow IT Service Management brings. Automation is a feature I appreciate because it simplifies tasks. I also value the strong guardrails with visibility that it provides. The unified end-to-end review process is something I find beneficial. Additionally, the scalability of the platform stands out positively for me. **What do you dislike about ServiceNow IT Service Management?** The AI assistance for production issues could be improved, particularly its integration with code repositories and providing immediate support to production and app support teams. Handling automation across all the modules with performance and low latency is also a challenge. The initial setup took time and was complex due to the need for code integrations, module integrations, and transitioning company business integrations from legacy systems to the new ITSM, which required new payloads, development efforts, and required business teams to become hands-on with new features and resources. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to handle recurring issues, chaotic changes, and unplanned downtime. It boosts efficiency with AI-driven automation, provides strong guardrails, offers visibility, unifies end-to-end reviews, and is a scalable platform. ### 48. ServiceNow IT Service **Rating:** 4.0/5.0 stars **Reviewed by:** Yastee Ajaykumar S. | student, Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** September 18, 2025 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about ServiceNow IT Service Management?** The biggest strength is the end-to-end workflow automation. Incidents, problems, changes, and requests all live in one platform and can trigger each other intelligently. For example, repeated incidents can automatically generate a problem record, which can then lead to a change request—all without manual coordination. That kind of flow reduces firefighting and pushes teams toward root-cause resolution. **What do you dislike about ServiceNow IT Service Management?** One of the biggest downsides is complexity creep. Out of the box, it’s structured and clean—but over time, teams keep customizing it. After a couple of years, many orgs end up with deeply tangled workflows, custom scripts, and inconsistent data models. At that point, even simple changes become risky and slow. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Bringing many IT service processes into one platform, better tracking, accountability, reporting. Scalability & Enterprise Fit Responds well in large / complex infrastructures; supports enterprise requirements. ### 49. Easy-to-Deliver ITSM with Strong, Connected Incident-Change-Problem Modules **Rating:** 4.5/5.0 stars **Reviewed by:** atul g. | Business Process Consultant, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account added to their profile **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** March 21, 2026 **What do you like best about ServiceNow IT Service Management?** ITSM is core, and I love ITSM because it’s easy to deliver. As soon as we take a ServiceNow instance, we can start using the ITSM module without any major configuration, which makes it more useful. Another thing I like is the strong relationship within the ITSM modules: incidents, changes, and problems are stored and linked to each other, and it’s easy to configure and use. **What do you dislike about ServiceNow IT Service Management?** Tough to say what I don’t like in ITSM, but there is still one thing. There isn’t a clear definition of what is included in ITSM—for example, whether CMDB is part of it or not. Another key point is the licence model: there are many roles, and there’s no clear information or detail on whether those roles are fixed or changeable. Also, sometimes the system doesn’t take into account what is customization versus configuration. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Centralized service management: It consolidates all IT requests, incidents, problems, and changes into a single platform, which improves overall visibility and control. Process standardization: It supports structured workflows (such as Incident, Change, and Problem Management), helping ensure consistent execution and alignment with best practices. Automation of repetitive tasks: Routine activities like ticket routing, approvals, and notifications are automated, which reduces manual effort and streamlines day-to-day work. Improved service visibility and tracking: Teams can clearly track the status of requests and incidents, strengthening accountability and making progress more transparent. ### 50. Organized Chaos to Success **Rating:** 4.5/5.0 stars **Reviewed by:** Sara S. | System Engineer, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** September 10, 2026 **What do you like best about ServiceNow IT Service Management?** I love how it categorizes issues, requests, changes, and problems into clear, cohesive groups that are easy to digest and help us better support our customers. **What do you dislike about ServiceNow IT Service Management?** The terms incidents and requests still confuse our users and they open the wrong thing. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It helps me solve everyday project issues, especially when changes come up. It really covers my whole day and keeps everything on track. ## 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) - 2 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=3§ion=pricing&secure%5Bexpires_at%5D=2026-09-22+18%3A30%3A42+-0500&secure%5Bsession_id%5D=c6629ba4-0806-4fa6-a642-2639e0573259&secure%5Btoken%5D=0eacac46c8f6bbb6a0ffd0f785936b2ed4501db9e3c2d70acca949e9d4301b2a&format=llm_user) ## ServiceNow IT Service Management Features **Additional Functionality** - Widgets - Impact Management - Customizable Forms - Self Service Portal - License Management - Scheduled/Automated Reports - Task Management - Request Assignment - Help Desk Management - Surveys & Feedback - SSL Security - IT Asset Tracking - Knowledge Base Management - Compliance Management - Support Ticket Management - Single Sign On - Data Mapping - Client Portal - Service Level Agreement (SLA) Management - Activity Dashboard - Incident Management - Alerts/Escalation - Prioritization - Generative AI - Performance Monitoring - Email Management - Active Directory Integration - Third-Party Integrations - Alerts/Notifications - Collaboration Tools - Reporting & Statistics - Asset Lifecycle Management - Inventory Management - Data Import/Export - Access Controls/Permissions - Drag & Drop - Activity Tracking - AI Copilot - Workflow Management - Configuration Management - Problem Management - Configurable Workflow - IT Asset Management - API - Data Visualization - Change Management - Device Auto Discovery - Customizable Reports - Contract/License Management - Relationship Mapping - Customizable Fields - Support Ticket Tracking - Vulnerability Scanning - Data Aggregation and Publishing - Cost Tracking - Template Management - Lifecycle Management - Historical Reporting - Monitoring - Configuration Automation - Customizable Templates - Search/Filter - File Management - Status Tracking - Patch Management - Document Management - Real-Time Reporting - Real-Time Monitoring - Version Control - Task Progress Tracking - IT Cost Management - Archiving & Retention - Scheduling - Reporting/Analytics - User Management - Policy Management - Real-Time Analytics - Role-Based Permissions - Rules-Based Workflow - Audit Trail - Business Process Automation - Sarbanes-Oxley Compliance - Task Scheduling **Administration** - Change Management - Asset Management - Reports & Analytics - IT Asset Management - Knowledge Management - Project Management - Service Level Agreement (SLA) Management - Task Management - Service Request Management - Release Management - Configuration Management - Ticket Management - Workflow Management - Problem Management - Incident Management - Contract/License Management - Support Ticket Management - Knowledge Base Management - Capacity Management - Availability Management - Inventory Management **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring - Mobile Alerts - Email Alerts - Real-Time Monitoring - Real-Time Notifications **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration - Real-Time Notifications **Service Desk** - Help Desk - Incident Reports - Process Workflow - Customizable Reports **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Reporting** - Dashboards - Time Tracking - Surveys - Activity Tracking **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation - Real-Time Reporting **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access - Mobile 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 - Third-Party Integrations **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Multi-Language **Additional Functionality** - Alerts/Notifications - Forms Management - Safety Incident Management - Compliance Management - OSHA Compliance - Task Management - Single Sign On - AI Copilot - Disaster Recovery - Document Management - API - Multi-Channel Communication - Customizable Templates - Real-Time Reporting - Corrective and Preventive Actions (CAPA) - Activity Dashboard - Issue Management - Communications Management - Audit Trail - IT Incident Management - Audit Management - Event Logs - Risk Analysis - Workflow Management - Risk Assessment - Incident Reporting - Self Service Portal - Customizable Reports - Ticket Management - Service Level Agreement (SLA) Management - Reminders - On Call Scheduling - Investigation Management - Maintenance Scheduling - Status Tracking **Additional Functionality** - Project Management - Procurement Management - CMDB - AI Copilot - Generative AI - IT Risk Management - Service Catalog - Inventory Management - Surveys & Feedback - Chat/Messaging - Change Management - Reporting & Statistics - Task Management - Email Templates - Benchmarking - Localization Automation - Real-Time Reporting - Customer Support - Scheduled/Automated Reports - Alerts/Escalation - Release & Deployment - Email Management - Contract/License Management - Workflow Management - Problem Management - Analytics - Service Level Agreement (SLA) Management - Configuration Management - API - IT Asset Management - Remote Access/Control - Live Chat - Customizable Reports - Incident Management - Asset Lifecycle Management - Support Ticket Management - Customizable Templates - Customizable Branding **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 - Third-Party Integrations - Resource Allocation & Planning - Multi-Language **Additional Functionality** - Prioritization - Service History - Client Portal - Customizable Forms - AI Copilot - API - Service Catalog - Real-Time Notifications - SSL Security - Activity Dashboard - Real-Time Monitoring - Generative AI - Surveys & Feedback - Drag & Drop - Self Service Portal - Alerts/Notifications - Automated Responses - Customizable Branding - Customizable Templates - Support Ticket Tracking - Automated Routing - Macros/Templated Responses - Collaboration Tools - Multi-Channel Communication - Reporting & Statistics - Customizable Fields - Activity Tracking - Search - Alerts/Escalation - Access Controls/Permissions - Dashboard Creation - Remote Access & Monitoring - Asset Tracking - Chat/Messaging - Approval Process Control - Audit Trail ## Top ServiceNow IT Service Management Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,308 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (961 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) - 4.3/5.0 (778 reviews)