--- title: ServiceNow IT Service Management Reviews meta_title: 'ServiceNow IT Service Management Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1943 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: 1943 scale: '5' date_modified: '2026-08-05' 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:** 1,943 ## About ServiceNow IT Service Management ServiceNow IT Service Management (ITSM) is a cloud-based IT service management solution built on the ServiceNow AI Platform that helps IT organizations manage the full lifecycle of IT service delivery, from incident detection to resolution, service requests to change management, on a single platform with a unified data model. ServiceNow ITSM is used by IT teams across industries including financial services, healthcare, technology, manufacturing, and government. It is designed for organizations that need to manage high volumes of IT service requests, incidents, and changes while reducing manual effort and improving response times. Typical users include service desk agents, incident managers, change managers, problem managers, IT operations leaders, and platform administrators. Core capabilities include: 1) Incident management: Automatically classify, prioritize, route, and resolve incidents using AI. AI agents can handle routine issues end-to-end without human intervention, from password resets to common access requests, while escalating complex cases to the right team with full context attached. 2) Change management: Assess risk, automate approvals, and manage change schedules with CMDB-powered impact analysis. Standard and low-risk changes can be automated to reduce bottlenecks, while high-risk changes go through structured review workflows. 3) Problem management: Identify root causes of recurring incidents and create known error records to prevent repeat issues. Problem workflows connect directly to incident data, so patterns surface faster and fixes reach the service desk without manual handoffs. 4) Service request fulfillment: Provide employees with a self-service catalog backed by AI-powered search and a virtual agent that can resolve common requests without a ticket reaching a human agent. 5) Knowledge management: Capture, organize, and surface institutional knowledge so agents and employees can find answers faster. AI suggests relevant knowledge articles during incident handling and self-service interactions, reducing repeat work across the service desk. ServiceNow ITSM uses platform-native AI and AI agents to automate routine IT work that traditionally required manual effort such as ticket classification, assignment, initial diagnosis, and common resolutions. This is distinct from bolt-on AI tools because the AI operates on the same data model as the service management workflows, which means it has real-time access to the CMDB, incident history, change schedules, and knowledge base without requiring separate integrations. The product also connects to ServiceNow IT Operations Management (ITOM), enabling organizations to extend from reactive IT service delivery to proactive and autonomous service operations. When ITSM and ITOM run on the same platform, operational events detected in the infrastructure can automatically generate and route incidents, attach root cause context, and trigger resolution workflows, ultimately reducing the gap between when an issue occurs and when it's resolved. ServiceNow ITSM aligns with ITIL practices and supports organizations at various stages of IT maturity, whether they are consolidating from fragmented point tools or extending an existing ServiceNow deployment into AI-driven automation. ## ServiceNow IT Service Management Pros & Cons **What users like:** - Users appreciate the **ease of use** of ServiceNow IT Service Management, streamlining service management tasks efficiently. (168 reviews) - Users value the **rich platform** of ServiceNow for comprehensive ITSM task management and visibility. (112 reviews) - Users value the **streamlined efficiency** of ServiceNow IT Service Management, enhancing service delivery and user satisfaction. (100 reviews) - Users value the **customizable functionalities** and **easy integrations** that enhance the efficiency of IT Service Management. (97 reviews) - Users appreciate the **strong automation capabilities** of ServiceNow, enhancing IT operations and improving overall efficiency. (85 reviews) - Users value the **easy integration with external tools** , enhancing flexibility and improving overall IT service management. (82 reviews) - Service Management (65 reviews) - Productivity Improvement (54 reviews) - Users value the **collaborative features** of ServiceNow ITSM, streamlining ticket management and enhancing workflow efficiency. (52 reviews) - Customizability (52 reviews) **What users dislike:** - Users find the **learning curve steep** , requiring significant knowledge and configuration for effective use of ServiceNow ITSM. (72 reviews) - Users find ServiceNow ITSM **too expensive** , particularly due to high licensing and implementation costs for advanced features. (60 reviews) - Users find the **complexity** of ServiceNow IT Service Management challenging, especially without dedicated expertise and adequate training. (56 reviews) - Users find the **limited customization** options in ServiceNow IT Service Management can hinder optimal functionality and usability. (51 reviews) - Users find **customization difficult** in ServiceNow IT Service Management, contributing to a steep learning curve and added costs. (48 reviews) - Complex Setup (47 reviews) - Steep Learning Curve (36 reviews) - Not User-Friendly (33 reviews) - Pricing Issues (31 reviews) - Slow Performance (30 reviews) ## ServiceNow IT Service Management Reviews ### 1. Agile, Unified IT Service Management Solution **Rating:** 4.0/5.0 stars **Reviewed by:** Indira H. | ServiceNow Product Owner I Solutions Architect (CSA, CIS-HR, ITIL), Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like the ServiceNow IT Service Management for its incident and request module that allows easy segregation. I also find the defect and CMDB features valuable. Additionally, I appreciate the agility and the convenience of having different modules within a single pane interface. **What do you dislike about ServiceNow IT Service Management?** I find that change management and outage alerts could be improved. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management helps us with quick fixes for employee support services and offers agility with modules within a single interface. ### 2. Flexible Customization That Fits Our Unique Edge Case **Rating:** 4.0/5.0 stars **Reviewed by:** Joseph S. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** Customization the platform to meet a organizational edge case **What do you dislike about ServiceNow IT Service Management?** It’s difficult to identify which types of flows are active in the system. For example, if I want to find all flows that run daily on a schedule, I can’t filter for that on the flows page. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Streamlined change management and easy access to see the impact of a poorly implemented change. Ability track outage caused by change. Virtual agent to reduce L1 agent task queue. ### 3. Efficient and User-Friendly with Streamlined Ticket Handling **Rating:** 5.0/5.0 stars **Reviewed by:** Aiswarya P. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like using ServiceNow IT Service Management for daily requests, and I appreciate how the platform's Analytics helps me put together dashboards and metrics. I enjoy the feasibility and accessibility for parsing through tickets. The initial setup was easy enough for my needs. **What do you dislike about ServiceNow IT Service Management?** Every platform update needs most accesses to reissue again. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for daily requests and closing requests, and it helps me with platform analytics dashboards to compile metrics. ### 4. Effortless Incident Management with Seamless AI Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Tuan N. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I find the AI integration with ServiceNow IT Service Management great. The agent automation is really helpful in incident deflection, and deflecting incidents to knowledge articles alleviates a lot of incidents. The out-of-the-box (OOTB) features are pretty much best practice, which I appreciate. The initial setup was easy. **What do you dislike about ServiceNow IT Service Management?** if heavily customized it's difficult to upgrade **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I find ServiceNow IT Service Management alleviates manual work with agents and automates incident deflection to knowledge articles, reducing incidents. ### 5. Essential Tool for Streamlined Incident Management **Rating:** 4.5/5.0 stars **Reviewed by:** Alankrita P. | Software Engineer, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** December 06, 2025 **What do you like best about ServiceNow IT Service Management?** I use ServiceNow every day as part of the incident management team, and it has become an essential tool in my daily work. It helps me efficiently track incidents and tasks—whether they are completed, in progress, on hold, or older items that need follow-up. The platform makes it easy to manage and organize all activities in one place, which greatly improves productivity and clarity. Raising requests is also straightforward and user-friendly, which streamlines our overall workflow. Overall, ServiceNow has been a very helpful tool in supporting smooth and effective incident management. **What do you dislike about ServiceNow IT Service Management?** One area where I feel ServiceNow could improve is its search functionality. In my work, I often need to look up older incidents using specific keywords, but the search results are not always accurate. Sometimes the tool returns irrelevant incidents, which makes the process a bit time-consuming. If the search feature were more precise and intuitive, it would make incident tracking even smoother and more efficient. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management helps me streamline and organize all incident-related work in one place. It solves the problem of tracking multiple incidents and tasks by giving a clear view of what is open, in progress, on hold, or completed. This reduces confusion and saves a lot of time. It also makes raising and managing requests much easier with a simple and consistent process. Overall, it improves my daily workflow, keeps everything structured, and helps me work more efficiently. ### 6. Highly Customizable Foundation, Needs Low-Code Enhancements **Rating:** 5.0/5.0 stars **Reviewed by:** elaine l. | Sr Manager IT Support, Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I love ServiceNow IT Service Management for its great foundation and numerous capabilities. I appreciate how we can customize it if required, taking any out-of-the-box functionality and slightly tweaking it to work with our processes. **What do you dislike about ServiceNow IT Service Management?** We still need someone who's an Architect or a Dev to really get work done.. Low code is still too high tech for us **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It funnels triages into one team and serves as a system of record, making management efficient. ### 7. Strong Data Structure, Solid Workflows, and Consistently Improving Updates **Rating:** 5.0/5.0 stars **Reviewed by:** Chinh N. | Director, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** Strong data structure with out-of-the-box capabilities. The product receives consistent version updates, with ongoing improvements over time. It aligns well with industry standards and best practices, and the workflows and reporting capabilities are solid and useful. **What do you dislike about ServiceNow IT Service Management?** Performance and the forms can feel complex at times. There’s been technical debt built up over the years, and the application can be prone to bugs. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Auditing and compliance are straightforward, and the tracking and monitoring features are useful. ### 8. Eases Incident Management with Historical Insights **Rating:** 4.5/5.0 stars **Reviewed by:** Diana F. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I appreciate the ease of use that ServiceNow IT Service Management offers, making the process straightforward from initial setup onwards. I also like having access to historical data, which is valuable for incident management. Additionally, I find the ability to get a quick and historical overview to be particularly beneficial. **What do you dislike about ServiceNow IT Service Management?** not sure yet **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for incident management to get a quick and historical overview, which makes it easy to use. ### 9. The best service platform I have ever used **Rating:** 5.0/5.0 stars **Reviewed by:** Derrick B. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** It has endless possibilities of use. It is scalable to any company, any industry. And now, with the implementation of AI agents, it can also save you time and money in every aspect of your support structure. **What do you dislike about ServiceNow IT Service Management?** The downside is determining which of the features to implement first and which ones you wait on until the next year. You will want them all now. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Handling of all our customer incidents, access requests, asset management, HR. ### 10. Best tool but not very best **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** September 12, 2023 **What do you like best about ServiceNow IT Service Management?** The AI integration in the system has been extremely helpful. It provides prompt and accurate foundational responses, which significantly improves turnaround time. This has made issue resolution much faster and more efficient. **What do you dislike about ServiceNow IT Service Management?** The GUI is intuitive, but having a one‑click view for all incidents raised by the user would greatly improve efficiency. A consolidated dashboard showing all your tickets in one place would make tracking much easier. This enhancement would simplify navigation and improve the overall experience. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** The incident tracking and the past all the incident related to ci and history of all issue. Which help to identify the root cause also the trends and quality tracking ### 11. Comprehensive Management, Some Customization Challenges **Rating:** 5.0/5.0 stars **Reviewed by:** Jared L. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like that I can accomplish a lot of different tasks all within one system using ServiceNow IT Service Management. **What do you dislike about ServiceNow IT Service Management?** Our system is heavily customized and it's hard to upgrade applications because of it. Teams wanted a lot of changes to fit their workflows, so it did take some time. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management helps maintain an audit trail for all data. I can accomplish a lot of different tasks all within one system. ### 12. Streamlined ITIL with Excellent Integration **Rating:** 4.5/5.0 stars **Reviewed by:** Tassos T. | Principal Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** I like the integration capabilities and workflow automation of ServiceNow IT Service Management. These features help us to streamline resolution and reduce reaction times, which is really valuable. **What do you dislike about ServiceNow IT Service Management?** AI hasn't been too useful so far. Usage is not intuitive enough. Data foundation normalization and cleanup was a challenge to make it work with ITSM. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management handles all basic ITIL processes, and its integration and workflow automation streamline resolution and reduce reaction times. ### 13. Streamlines Incident Management with Ease **Rating:** 3.5/5.0 stars **Reviewed by:** Stanislav B. | TPRM & Procurement (Source-to-pay) Technical lead, Small-Business (50 or fewer emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** I like how ServiceNow IT Service Management is interconnected with other modules, like SecOps, which helps with security incidents. The change management feature is very useful for releases to production. Using it for incident management has been pretty easy and straightforward, which has been helpful for us. **What do you dislike about ServiceNow IT Service Management?** I can't think of anything. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I find ServiceNow IT Service Management streamlines incident handling, integrating with SecOps to address security incidents, and easing release management through change management. ### 14. Effortless Setup with Powerful Automation **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I think the fulfiller user dashboard is a great experience. As a system of action, it tells fulfillers exactly what they need to be. I also appreciate the automation, prioritization management, and proactive solutions that ServiceNow IT Service Management provides. The initial setup was very easy, which made the transition smooth. **What do you dislike about ServiceNow IT Service Management?** The experience needs to be consistent on the SOW workspace. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for automation, prioritization management, and proactive solutions. ### 15. Streamlines IT Management and Automates Workflows **Rating:** 4.5/5.0 stars **Reviewed by:** Austin B. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like the ability to automate workflows in ServiceNow IT Service Management. It helps reduce the time needed for completing redundant operations and keeps interaction with teams streamlined. **What do you dislike about ServiceNow IT Service Management?** Certain things are hard to find from the portal. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for central IT tickets, project, and incident management, helping track and keep the organization aware of problems and work. It automates workflows, reducing the time for redundant operations, keeping interactions streamlined. ### 16. Robust Reporting, Steep Learning Curve **Rating:** 4.0/5.0 stars **Reviewed by:** Aaron H. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I really appreciate the powerful and vast options for reporting in ServiceNow IT Service Management. The employee portal is a great way for our users to find what they need! **What do you dislike about ServiceNow IT Service Management?** It had a steep learning curve when we started and it took time to get used to it, but we were very happy once we got rolling. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for managing workload and tracking KPIs on our help desk team. ### 17. Easy to Use and Integrate, But Needs Scoped Improvements **Rating:** 5.0/5.0 stars **Reviewed by:** Dalma P. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I find ServiceNow IT Service Management easy to use and straightforward. It's nice for internal communication and works well with CSM. The initial setup was very easy, and we use it pretty much out of the box. **What do you dislike about ServiceNow IT Service Management?** It was created before applications were scoped. Tables are in the global scope. If at all possible, it should get scoped. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I can make internal requests and report incidents easily. It's straightforward and facilitates internal communication nicely. ### 18. Good software but can be quite confusing in the beginning **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 27, 2023 **What do you like best about ServiceNow IT Service Management?** Really like the new ITSM version and the AI assistant incident resolution. The AI assistant is good but still needs improvements. Hats a cool new feature that i occasionally use **What do you dislike about ServiceNow IT Service Management?** Still end to end user experience needs improvement and easier cross platform integrations. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Easy for collaboration. ### 19. Centralized Management, But Complex Customization **Rating:** 5.0/5.0 stars **Reviewed by:** Eric S. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like that ServiceNow IT Service Management is easy to navigate across its various modules. I also appreciate the accessibility to data points that are important for understanding owners and assets, specifically configuration items (CI items). **What do you dislike about ServiceNow IT Service Management?** It can be a bit complex when it comes to customizing certain capabilities. The initial setup may have been very complex due to several customization requirements. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management provides centralized ticket generation and tracking for us. ### 20. Flexibility For Miles **Rating:** 5.0/5.0 stars **Reviewed by:** Chris Z. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** Coming from a competing ITSM tool, I’m reminded of the great flexibility of ServiceNow. It has great out of the box capabilities, but we can easily shake it to meet our specific industry, client and employee needs. **What do you dislike about ServiceNow IT Service Management?** Some of the ESC defaults are lacking, resulting in a less than engaging initial experience…or maybe that’s because of our integrator! **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Moving off competitor ITSM system, to ServiceNow, providing much greater integration capabilities at with lower effort. ### 21. Seamless Multi-Platform Integration That Fits ITIL Perfectly **Rating:** 5.0/5.0 stars **Reviewed by:** sreedhara v. | Director - Cloud Infrastructure Services, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** Integration with many platforms and applications make it more reliable for the operations team to function hassle free. Perfectly fits as per the ITIL process. **What do you dislike about ServiceNow IT Service Management?** Sometimes different module names are little confusing like ITAM vs ITOM etc. Coming up with catchy names would help to take out the confusion. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Keeping the lights green in our operations through real time alerts/events converted as tickets. Having robust CMDB helps to know the availability of the services. ### 22. Easy ITIL Workflow and Linked Tickets for Full Lifecycle Visibility **Rating:** 5.0/5.0 stars **Reviewed by:** Art F. | Sr Manager IT Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** How easy it is the follow the ITIL methodology and link cases or tickets together to see a full life cycle. **What do you dislike about ServiceNow IT Service Management?** I think from what I know there may be too many ways to do something, Overall I think the suite works well. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I work in a GxP environment and Service now makes it easy to customize forms and workflows to simplify our process and ensure we have all required information prior to submitting. ### 23. Streamlined Ticket Management with Clear Reporting **Rating:** 4.0/5.0 stars **Reviewed by:** SS R. | Product Line Manager / Product Owner, Commercial, Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like being able to see the status of everything clearly and pull reports. The initial setup of ServiceNow IT Service Management was very easy. **What do you dislike about ServiceNow IT Service Management?** Learning more about the powerful filters. Maybe a quick guided walkthrough would help since I've taken training but it's been a while. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for managing tickets in development queues and setting up SLAs, which helps me see the status clearly and pull reports. ### 24. Seamlessly Manages Incidents and Problems **Rating:** 5.0/5.0 stars **Reviewed by:** James C. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like the standardization that ServiceNow IT Service Management provides. It's great having a central location for customers to get assistance from IT, which makes things more streamlined and efficient. I directly oversee Incident Management and Problem Management, and these processes are vital for our operations. **What do you dislike about ServiceNow IT Service Management?** Nothing at the moment. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I find ServiceNow IT Service Management resolves customer issues quickly, with the standardization I like, and provides a central location for IT assistance. ### 25. Help the chaos! **Rating:** 4.5/5.0 stars **Reviewed by:** Harpreen a. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** ServiceNow ITSM is the industry gold standard for a reason, offering a powerful, unified platform that turns chaotic email threads into sleek, automated workflows and self-service portals. **What do you dislike about ServiceNow IT Service Management?** The downside is that it’s incredibly expensive and famously complex to set up; you’ll likely need a small army of consultants just to get the initial configuration right without breaking your existing processes. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It is solving a lot of exciting issues and is helpful ### 26. The must have baseline **Rating:** 5.0/5.0 stars **Reviewed by:** Ivan B. | Team Lead IT - ServiceNow **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** It shows how the ITIL framework is delivered to the organization in a mature way, making it easier to follow its roadmap. **What do you dislike about ServiceNow IT Service Management?** Some of the older products, like incident management, include a lot of legacy code and leftover components, which means they can’t be used completely out of the box. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Incident management allows us to see trends in IT support, and requests allow us to implement even the boldest ideas from service owners. ### 27. Boosts Productivity with a Comprehensive Knowledge Hub **Rating:** 4.0/5.0 stars **Reviewed by:** Timmy A. | ETL Data Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** April 27, 2026 **What do you like best about ServiceNow IT Service Management?** I like using ServiceNow IT Service Management because of the Knowledge hub. It really improves our productivity by reducing the time needed to explain knowledge to customers. This helps minimize the duplicated work by our support team. **What do you dislike about ServiceNow IT Service Management?** I think the UI can be more modern and the access management should be more user friendly. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management minimizes duplicated work by our support team and improves productivity by reducing the time spent explaining knowledge to customers. ### 28. Smooth Implementation, Perfect for Incident Management **Rating:** 5.0/5.0 stars **Reviewed by:** Tina H. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I really like the relationship between Incident Management, Problem Management, and Change Enablement in ServiceNow IT Service Management, as it helps promote better reporting forecasts to stakeholders. Also, the implementation went smoothly, which was a big plus for our team. **What do you dislike about ServiceNow IT Service Management?** The playbook experience can be improved within the problem process. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to improve incident routing and request submission, reduce incidents, and promote better reporting forecasts to stakeholders. ### 29. Easy to Use, Great for IT Ticketing **Rating:** 4.5/5.0 stars **Reviewed by:** Andrew S. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like that ServiceNow IT Service Management is easy to use and configure. It provides a reliable ticketing solution for our end users and offers clear change request processes. I found the initial setup to be easy. **What do you dislike about ServiceNow IT Service Management?** It's sometimes hard to implement new features into **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for Incident, Request, and Change Management. It provides a ticketing solution for our end users and offers clear change request processes. ### 30. Seamless Workflows, Easy Setup, Great for IT Management **Rating:** 4.5/5.0 stars **Reviewed by:** Wasim N. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like ServiceNow IT Service Management for its seamless connected workflows. These workflows allow me to complete a request from start to finish without having to go into different tools. I also found the initial setup to be easy. **What do you dislike about ServiceNow IT Service Management?** it's licensing **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for handling incidents, problems, changes, and service catalog management. Its seamless connected workflows let me complete requests from start to finish without needing different tools. ### 31. Effortless ITIL Processes, Stellar Cloud Deployment **Rating:** 5.0/5.0 stars **Reviewed by:** SUMANTH G. | ServiceNow Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** November 29, 2025 **What do you like best about ServiceNow IT Service Management?** I find ServiceNow IT Service Management incredibly valuable for its ability to streamline the ITIL process, which allows companies to resolve issues quickly while maintaining good accountability. The fact that it is hosted in the cloud makes it very easy to log in and use from anywhere. Moreover, I appreciate the automation capabilities it offers, especially in handling incidents, changes, and problem processes tailored to organizational needs. The clean user interface is another standout feature, enhancing user experience by making the platform easy to use and understand. I also deeply appreciate the service portal or employee center portal feature, which enables users to raise and track their requests effortlessly, thereby improving efficiency in handling IT service requests. **What do you dislike about ServiceNow IT Service Management?** I find issues with user criteria as we are sometimes unable to find the correct user, which complicates retrieving information. There is a need for a function similar to an access analyzer, where one click can identify all users who match certain conditions. This would greatly improve the user retrieval process. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to automate processes like incident and change management, which helps resolve issues quickly and maintains good accountability. It's cloud-hosted with an easy UI, allowing quick access and request tracking through the service portal. ### 32. Effortless Incident Management with Practical Build Capability **Rating:** 5.0/5.0 stars **Reviewed by:** Shahin C. | Network Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I use ServiceNow IT Service Management for day-to-day incident management and change management. I find it easy to record incidents, changes, and problems. I like its practicality, especially how it makes it easy to build stuff for our team with different knowledge levels across our 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?** I find ServiceNow IT Service Management makes it easy to record incidents, changes, and problems, which is practical for our team with varied knowledge levels. ### 33. Get out of the Manual Mayhem **Rating:** 4.5/5.0 stars **Reviewed by:** Melissa M. | Assistant Director of IT Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** That it is all in one resource and I can leverage the data to generate reports to improve our service **What do you dislike about ServiceNow IT Service Management?** It’s not the tool. It’s the governance imposed by our central IT that is focused on control versus business sense. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Being able to identify what our local IT provides to build a catalog and define where we should be billing our departments since they have more needs that our IT can provide. ### 34. Efficient, Fast, and Comprehensive System **Rating:** 4.5/5.0 stars **Reviewed by:** Cuong T. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like how fast and efficient ServiceNow IT Service Management is, which is really valuable for my needs. I also appreciate that it is an all-in-one system, making it very convenient. The initial setup was pretty good, which was a relief. Overall, I would give it a 9 out of 10 for recommendation. **What do you dislike about ServiceNow IT Service Management?** AI **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for break fix and to get the ticket system in numeral order. ### 35. Great product! **Rating:** 3.5/5.0 stars **Reviewed by:** Ricky Z. **Reviewed Date:** July 29, 2026 **What do you like best about ServiceNow IT Service Management?** This product is easy to use and quick to log a request **What do you dislike about ServiceNow IT Service Management?** Password reset frequency and the difficulty doing this **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Simple workflow and queuing system to ensure speed of resolution ### 36. Out of the box provides efficient workflows we didn’t know we needed. **Rating:** 5.0/5.0 stars **Reviewed by:** Leah M. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I love how plugins are easy to install and use in order to integrate with other systems. The service Operations Workspace is the single pane of glass product our technicians needed. **What do you dislike about ServiceNow IT Service Management?** Because it's so customizable, there's too many options or many different ways to accomplish something in the system. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It is helping with putting proper documentation in tickets and providing self service options. These help with our intake times on tickets. ### 37. Flexible Yet Time-Consuming Custom Contract Management **Rating:** 4.5/5.0 stars **Reviewed by:** uwe e. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I appreciate the flexibility of ServiceNow IT Service Management to manage our highly customized contracts, providing each customer with individual service coverage. This allows us to give a great experience to our customers. **What do you dislike about ServiceNow IT Service Management?** The setup for individual customers is sometimes a time-consuming activity. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to manage customer entitlements and provide customer service. It handles highly customized contracts, allowing individual contracts per customer, and enhances their experience. ### 38. A big upgrade on our previous IT platform **Rating:** 5.0/5.0 stars **Reviewed by:** Graeme F. | Head of IT Service Delivery **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I think the ease of user for our users is a big win, the platform follows the ITIL framework which is also a big bonus **What do you dislike about ServiceNow IT Service Management?** The only feedback I tend to get from my agents is that the backend doesn't look as nice as the front end, but that's not an issue as the platform delivers what we need **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** IT ticketing and requests, workflow management and a friendly user experience ### 39. Matures Service Awareness, Challenging Setup **Rating:** 0.0/5.0 stars **Reviewed by:** Robert B. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like that ServiceNow IT Service Management is helping us mature our company's awareness of the services model and the benefits it creates. I also appreciate how it brings context to sometimes difficult-to-bundle information. **What do you dislike about ServiceNow IT Service Management?** The initial setup complexity in mapping low maturity service management was challenging. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management helps us handle work groupings into meaningful bundles, matures our company's service model awareness, and brings context to complex situations. ### 40. Seamless Incident Management with Stellar Reporting **Rating:** 5.0/5.0 stars **Reviewed by:** Bryce W. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like the reporting capabilities of ServiceNow IT Service Management. The reports are great for tracking incidents and resolutions, which is a big help for me. I also appreciate the ease of use and how it makes tracking incidents simpler. **What do you dislike about ServiceNow IT Service Management?** none **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for incident management and service request tracking. I like the reporting capabilities and ease of use, which make tracking incidents and resolutions straightforward. ### 41. Efficient IT Ticketing with Room for UI Improvement **Rating:** 4.0/5.0 stars **Reviewed by:** Aaron J. | Technical Architect, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I use ServiceNow IT Service Management because it's easy to use and conforms to ITIL standards. The setup was straightforward, and I appreciate that it has way more features compared to BMC Remedy. **What do you dislike about ServiceNow IT Service Management?** I'm not a huge fan of the workspaces. There are performance issues, and the UI builder documentation is nonexistent. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management helps us get tickets resolved, manage change requests, and maintain our catalog and CMDB. ### 42. SNOW ITSM **Rating:** 4.0/5.0 stars **Reviewed by:** Jacinta S. **Reviewed Date:** July 30, 2026 **What do you like best about ServiceNow IT Service Management?** We use SNOW ITSM day in day out, it is great for managing tickets. **What do you dislike about ServiceNow IT Service Management?** Interface can be quite confusing at times. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Ticket management, making life easier for users. ### 43. Robust Enterprise Solution, But Complex Configuration Needs Costly Partner's Help **Rating:** 3.5/5.0 stars **Reviewed by:** Daria F. | Project Manager, Enterprise (> 1000 emp.) **Reviewed Date:** June 11, 2026 **What do you like best about ServiceNow IT Service Management?** Robust enterprise-level solution with easy integration capabilities **What do you dislike about ServiceNow IT Service Management?** Interface is simplistic, configuration is quite complex and often requires SNOW implementation partnering company to help with configuration which is costly **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** My requests to the Service Desk are handled in SNOW ITSM. Through it, I can submit an incident in the IT system as needed. ### 44. Best in the ITSM space **Rating:** 5.0/5.0 stars **Reviewed by:** Quinton P. **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** ServiceNow's ITSM product suite is the leader in this space. The product has been leading in this area and has mature workflows in place that now combined generative AI and agentic AI to further lead the way. **What do you dislike about ServiceNow IT Service Management?** The cost is substantial and often the barrier to further adoption. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Servicenow helps us to provide value to our business units by ensuring we deliver various IT services on a daily basis. ### 45. Optimized ITSM Workflows and Now Assist Summaries Make IT Smoother **Rating:** 5.0/5.0 stars **Reviewed by:** Eswar B. | ServiceNow App Dev Eng, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** What I find most helpful in ITSM is the SOW and its out-of-the-box workflows for Incident, Change, Problem, Knowledge, and the Service Catalog. The incident summarizations with Now Assist are also very helpful. Overall, the optimized workflows for IT make the process smoother and more effective. **What do you dislike about ServiceNow IT Service Management?** All the ITSM related were more helpful but one thing I could say more less helpful is Problem Management. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Incident resolution and request fulfillment ### 46. ServiceNow one of the best IT Management systems **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 23, 2022 **What do you like best about ServiceNow IT Service Management?** Still the same great product which we continue to customized and integrate with other products in our environment. We continue to evolve it and try to utilize in more places. **What do you dislike about ServiceNow IT Service Management?** The cost is still high and requires external consultants to do full customization. It usually takes a while to get much more needed customization but when they are published they work great! **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Many problems, maintenance renewals, a knowledgebase for users as well as IT people, timesheets, projects, tickets, problems collaborations within IT teams and end users as well. It has replaced multiple redundant software that had a gap between IT mgmt, inventory and ticketing. ### 47. Effective Tracking, Needs Visual Improvements **Rating:** 4.0/5.0 stars **Reviewed by:** Carlos D. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like the audit trail feature of ServiceNow IT Service Management as it makes it easy to track issues. The reporting capabilities are also something I appreciate because I don't need to worry about ensuring tracking separately. **What do you dislike about ServiceNow IT Service Management?** dashboards visuals **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for request support and access rights. The audit trail, easy issue tracking, and reporting mean I don't need to worry about ensuring tracking separately. ### 48. Streamlined IT Operations with Powerful Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Ayan M. | ServiceNow Consultant /Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** August 29, 2025 **What do you like best about ServiceNow IT Service Management?** I’ve found ServiceNow ITSM to be one of the most effective platforms for managing IT services. The best part is how it brings everything together — incidents, problems, changes, and requests — into a single, organized system. Instead of chasing emails or scattered updates, I can clearly see what’s happening, who’s responsible, and where things stand. The self-service portal is another strong point. End users can easily raise requests or track their issues without needing to constantly follow up with IT staff. This not only saves time but also reduces frustration for both the IT team and employees. **What do you dislike about ServiceNow IT Service Management?** While ServiceNow ITSM is powerful, there are a few things that can be frustrating. The first is the complexity — for new users, the interface can feel overwhelming, with too many menus and options. It definitely requires training and patience before you feel comfortable. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Honestly, before ServiceNow, handling IT issues felt all over the place — some things in email, some in chat, some on spreadsheets. It was easy for requests to get lost. With ServiceNow, everything comes into one system, so nothing slips through the cracks. It also saves a lot of time. Instead of chasing people for approvals or updates, workflows handle that automatically. Plus, users can check their own request status, which means fewer “any update?” messages. ### 49. Good stuff **Rating:** 5.0/5.0 stars **Reviewed by:** Aaron W. **Reviewed Date:** July 29, 2026 **What do you like best about ServiceNow IT Service Management?** Intuitive dashboards and UI Employee Center **What do you dislike about ServiceNow IT Service Management?** Reporting could be a little more flexible **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Employee Center has been useful in providing another channel for users to log tickets ### 50. Effortless Ticket Management with Transparent Ease **Rating:** 4.5/5.0 stars **Reviewed by:** Padma M. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I appreciate ServiceNow IT Service Management for its ticket management capabilities and overall ease of use. The platform is easy to use and provides transparency in managing workflows, which makes my work in IT management smoother and more efficient. **What do you dislike about ServiceNow IT Service Management?** I don't like that patch updates sometimes get pushed without our knowledge. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management solves incidents and streamlines ticket management. I find it easy to use and transparent. ## ServiceNow IT Service Management Discussions - [aws solution architect training](https://www.g2.com/discussions/51509-aws-solution-architect-training) - 1 comment, 1 upvote - [Asset Tracking](https://www.g2.com/discussions/asset-tracking) - 1 comment, 1 upvote - [What is ServiceNow IT Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-it-service-management-used-for) - 3 comments - [What features of ITIL are utilized by the ServiceNow platform?](https://www.g2.com/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) - 1 comment - [What are the features of service management?](https://www.g2.com/discussions/what-are-the-features-of-service-management) - 1 comment - [View ServiceNow IT Service Management pricing details and edition comparison](https://www.g2.com/products/servicenow-it-service-management/reviews?page=9§ion=pricing&secure%5Bexpires_at%5D=2026-08-05+11%3A35%3A34+-0500&secure%5Bsession_id%5D=3470edfe-fe7e-4461-ab87-f07bf3994253&secure%5Btoken%5D=119ad23f594cecd0d701bfe02287e4a250eba62817b42e2ec6d1d146f503e1d7&format=llm_user) ## ServiceNow IT Service Management Integrations - 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[Workday HCM](https://www.g2.com/products/workday-hcm/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Zoom Phone](https://www.g2.com/products/zoom-zoom-phone/reviews) - [Zoom Workplace](https://www.g2.com/products/zoom-workplace/reviews) ## ServiceNow IT Service Management Features **** - 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 **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **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 **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 **** - 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 **** - 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 **** - 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 (1,299 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (964 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) - 4.3/5.0 (777 reviews)