--- title: ServiceNow IT Service Management Reviews meta_title: 'ServiceNow IT Service Management Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1953 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: 1953 scale: '5' date_modified: '2026-08-14' 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:** 1,953 ## 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. Switch Out from ServiceNow **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in International Trade and Development | Enterprise (> 1000 emp.) **Reviewed Date:** August 02, 2022 **What do you like best about ServiceNow IT Service Management?** 1. Clear look and feel 2. Using Javascript to develop ServiceNow let people pick up easily **What do you dislike about ServiceNow IT Service Management?** 1. Cannot handle complicated logic 2. Can't meet customer requirements mostly if they want to have a beautiful UI 3. Using Javascript will make Junior developers learn the wrong concept on handling data type, logic **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I only use ServiceNow to build some web forms which are in fast development ### 2. Not very intuitive, complicated to execute and triage **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** February 27, 2020 **What do you like best about ServiceNow IT Service Management?** Allows a single source to track all tickets and support needs **What do you dislike about ServiceNow IT Service Management?** Very hard to keep track of and to move along a backlog Even harder to collaborate and keep people accountable Very complicated notification **Recommendations to others considering ServiceNow IT Service Management:** Study well all your options, including if Jira support features are enough for you rather than service now. Also look at popular options like Zendesk and other ticketing systems. This one isn’t the best. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Accept bug reporting, employee communication of internal requests, and triaging and prioritizing ### 3. Extremely Limited Permissions for Basic Users **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 15, 2019 **What do you like best about ServiceNow IT Service Management?** Monitoring automation capabilities that enabled our support teams to address alerts right away and deal with/escalate any issues that were triggered more quickly than our previous processes. Incident reporting & availability of data to generate stats on how well operations support was handling issues. **What do you dislike about ServiceNow IT Service Management?** As a non-ITL user, I was unable to use pre-made templates for incidents to report. At a certain point, I was unable to fill out any fields other than the Summary, comment and attachment fields when reporting an incident, and was never able to update an incident after opening other than commenting or adding additional attachments. Unable to create my own dashboards for tracking incidents that affected the environments that were relevant to me (could only really track incidents that I submitted myself). Generally very hard to navigate as a basic user, and the limited access for basic users made our support teams frustrated as well. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Tier 1 incident reporting & escalation. Monitoring alert automation. ### 4. Rather not service now **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Restaurants | Enterprise (> 1000 emp.) **Reviewed Date:** January 19, 2019 **What do you like best about ServiceNow IT Service Management?** Can customize as platform is open for development **What do you dislike about ServiceNow IT Service Management?** Potential is limited by the project manager. Back end is wonky. Too customizable makes actions **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Incident Management Change management Knowledge base ### 5. Very useful for tech support **Rating:** 2.0/5.0 stars **Reviewed by:** Susie K. | Software Engineer, Retail, Mid-Market (51-1000 emp.) **Reviewed Date:** April 24, 2018 **What do you like best about ServiceNow IT Service Management?** Has features like chat to be able to connect instantly to tech support. Also useful because it's kind of a one-space-for-everything site. **What do you dislike about ServiceNow IT Service Management?** The search feature is kind of bad... Sometimes I know what I'm looking for and put it into search but it doesn't come up as one of the results so I'm not sure what that search is actually searching. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Let's me put in tickets to tech support with levels of escalation on their end. Also lets me chat with tech support. Benefits are that it's easy to use for a tech noob like me. ### 6. Stay away... far far away from this **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Management Consulting | Enterprise (> 1000 emp.) **Reviewed Date:** January 26, 2018 **What do you like best about ServiceNow IT Service Management?** Nothing really but if I am forced to choose the UI looks prettier than some other service management software I have used. However, it is lipstick on a pig **What do you dislike about ServiceNow IT Service Management?** The user interface is not intuitive. Some of the UI while makes things look pretty does a poor job of helping the user and comes in the way of the job this software is meant to do. It doesn't do some basic (IMO) stuff - where in the workflow process is my ticket. - what/ if any is the latest activity related to my ticket **Recommendations to others considering ServiceNow IT Service Management:** Look for other alternatives **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** This service management software is meant to help users a) do some self service b) open a service ticket to get help ### 7. Survey business **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Mid-Market (51-1000 emp.) **Reviewed Date:** April 09, 2018 **What do you like best about ServiceNow IT Service Management?** The idea of being able to access a portal to survey your client basis to improve your client experience . **What do you dislike about ServiceNow IT Service Management?** I was not impressed with the website it did not give a convenient option for each client it also signed them up to Provide feedback on other companies which did not satisfy our needs **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** We use this website to survey our clientele and to see their experience with our small business. This was a way for us to understand our clientele basis and to improve our service to our customers . ### 8. Not a fan. Challenging to search and tell what are next steps. **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Security and Investigations | Enterprise (> 1000 emp.) **Reviewed Date:** January 26, 2018 **What do you like best about ServiceNow IT Service Management?** I like the decreased values in the dropdowns for products and the look of the site. **What do you dislike about ServiceNow IT Service Management?** It is not user friendly for searching open and especially searching closed items, unless you have the ID number. There are 2 ID numbers per ticket, and I never understood why that was. **Recommendations to others considering ServiceNow IT Service Management:** Get a custom plan to support your specific needs. Too generic. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Service Ticket management ### 9. Service Now Knowledge Management **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Medical Devices | Enterprise (> 1000 emp.) **Reviewed Date:** February 13, 2018 **What do you like best about ServiceNow IT Service Management?** Information center for knowledge base and articles **What do you dislike about ServiceNow IT Service Management?** Not very easy to navigate and look for screen shots **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Serivce and Operations knowledge management ### 10. I wish we used something else **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** July 28, 2017 **What do you like best about ServiceNow IT Service Management?** It is comprehensive when it comes to tickets, incidents, changes, etc **What do you dislike about ServiceNow IT Service Management?** Very user unfriendly, slow, practically requires a lot of training even for IT people. Many thing a beyond the user control even if they belong to him. **Recommendations to others considering ServiceNow IT Service Management:** I would look for more intuitive and user friendly product that has less dead end roads than Service Now **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** We are operating this product as our ticketing system and it also serves as Knowledge Base ### 11. Not the most user friendly ticketing system **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** February 09, 2017 **What do you like best about ServiceNow IT Service Management?** The upgrade we are currently on allows for customizing views and saving favorites, which is nice. There is a lot of versatility as a ticketingand change management tracking system **What do you dislike about ServiceNow IT Service Management?** The tools are not intuitive to use. We cannot easily communicate with our end users when working Incidents, Tasks, or Requests. There are many levels of hierarchy to CALL/INCIDENT/REQUEST records that are difficult to understand and manage **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** We can now view of tickets in a use friendly manner to better prioritize team tasks ## 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?filters%5Bnps_score%5D%5B%5D=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-14+15%3A48%3A04+-0500&secure%5Bsession_id%5D=358d8f96-ac9d-4eb6-937a-bbdefe18c545&secure%5Btoken%5D=90410091e26ca3a5dd3933772a41ed6af6f6a36223ab9515beee3cd344270e89&format=llm_user) ## ServiceNow IT Service Management Integrations - [Accreditation Manager](https://www.g2.com/products/accreditation-manager/reviews) - [ActiveDirectory Domain Controller for Windows 2016](https://www.g2.com/products/activedirectory-domain-controller-for-windows-2016/reviews) - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Aria](https://www.g2.com/products/aria-aria/reviews) - [AWS Cloud Development Kit (AWS CDK)](https://www.g2.com/products/aws-cloud-development-kit-aws-cdk/reviews) - 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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 (1,305 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (966 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) - 4.3/5.0 (777 reviews)