--- title: ServiceNow IT Service Management Reviews meta_title: 'ServiceNow IT Service Management Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1952 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: 1952 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:** 1,952 ## 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. Vast Capabilities, Complex Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Dan C. | Head of IT Service Management, Mid-Market (51-1000 emp.) **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. ### 2. Powerful and Flexible Enterprise ITSM Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Jimmy H. **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. ### 3. Efficient IT Management with Exceptional SLA Visibility **Rating:** 5.0/5.0 stars **Reviewed by:** Elliot M. | Enterprise (> 1000 emp.) **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. ### 4. Flexible, User-Friendly, and Seamless Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Venkat A. | Enterprise (> 1000 emp.) **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. ### 5. 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.) **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 ### 6. 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.) **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. ### 7. Efficient ITSM with Robust Reporting, Needs Better Discovery **Rating:** 4.0/5.0 stars **Reviewed by:** Priyanka B. | Mid-Market (51-1000 emp.) **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. ### 8. 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.) **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. ### 9. Customizable Powerhouse for Incident Management **Rating:** 5.0/5.0 stars **Reviewed by:** Steven H. | Enterprise (> 1000 emp.) **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. ### 10. Centralized IT Management Excellence, Needs Better Search Precision **Rating:** 5.0/5.0 stars **Reviewed by:** Surya T. | Enterprise (> 1000 emp.) **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. ### 11. Empowers User Independence, Priced for Flexibility **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User | Enterprise (> 1000 emp.) **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. ### 12. Unified ITSM Excellence with Room for User Onboarding Improvement **Rating:** 4.0/5.0 stars **Reviewed by:** Eric A. | 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 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. ### 13. Solid Data Management, Some Customization Challenges **Rating:** 4.5/5.0 stars **Reviewed by:** Todd T. | Enterprise (> 1000 emp.) **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. ### 14. Simplifies Change Control with Clear SLA Process **Rating:** 4.0/5.0 stars **Reviewed by:** M M. **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. ### 15. Be ready to build **Rating:** 3.5/5.0 stars **Reviewed by:** patrick p. **Reviewed Date:** July 29, 2026 **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 ### 16. Efficient Workflow Automation, Needs Simpler Reporting **Rating:** 4.5/5.0 stars **Reviewed by:** Brian L. | Enterprise (> 1000 emp.) **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. ### 17. 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.) **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. ### 18. 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.) **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 ### 19. Streamlined Request Tracking with ServiceNow **Rating:** 4.5/5.0 stars **Reviewed by:** Michael A. | Enterprise (> 1000 emp.) **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. ### 20. ServiceNow Platform: Transforming Workflow Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Enterprise (> 1000 emp.) **Reviewed Date:** December 06, 2023 **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. ### 21. Streamlined IT Management with Powerful Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Jen P. | Enterprise (> 1000 emp.) **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. ### 22. Streamlined IT Operations with Robust Automation **Rating:** 4.0/5.0 stars **Reviewed by:** Akash Deep S. | Manager, Computer Software, Enterprise (> 1000 emp.) **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. ### 23. 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.) **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 ### 24. Functional Yet Frustrating Issues Persist **Rating:** 4.0/5.0 stars **Reviewed by:** Sainath N. | Small-Business (50 or fewer emp.) **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. ### 25. Centralized Support with Room for Improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Shamika R. | Enterprise (> 1000 emp.) **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. ### 26. Efficient Issue Resolution and Ticketing Beyond Expectations **Rating:** 4.5/5.0 stars **Reviewed by:** Joey O. | 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 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. ### 27. Streamlined ITIL Processes, Seamless Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Jan P. | 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 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. ### 28. Powerful IT Management with Data Aggregation **Rating:** 5.0/5.0 stars **Reviewed by:** George R. | Enterprise (> 1000 emp.) **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. ### 29. Flexible, Scalable, Yet Complex to Implement **Rating:** 4.0/5.0 stars **Reviewed by:** Akshit G. | Senior ServiceNow Consultant , Enterprise (> 1000 emp.) **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. ### 30. Interconnected Modules Streamline Management, UI Needs Polish **Rating:** 5.0/5.0 stars **Reviewed by:** Dimitrios H. | Mid-Market (51-1000 emp.) **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. ### 31. Centralized IT Operations with Robust Features **Rating:** 5.0/5.0 stars **Reviewed by:** RAMPRIYA S. | Sr. Technical Consultant, Enterprise (> 1000 emp.) **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. ### 32. 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.) **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. ### 33. ServiceNow IT Service **Rating:** 4.0/5.0 stars **Reviewed by:** Yastee Ajaykumar S. | student, Small-Business (50 or fewer emp.) **Reviewed Date:** September 18, 2025 **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. ### 34. 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.) **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. ### 35. "IT Chaos? ServiceNow Said 'Not On My Watch'" **Rating:** 5.0/5.0 stars **Reviewed by:** NaveenKumar S. | Associate Consultant, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** May 27, 2026 **What do you like best about ServiceNow IT Service Management?** What I like best about ServiceNow ITSM is how it centralizes everything incident management, change requests, and asset tracking all in one place. **What do you dislike about ServiceNow IT Service Management?** The initial setup and configuration can be quite complex and time consuming you almost always need a dedicated admin or consultant to get it running properly. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow ITSM has helped us eliminate the chaos of managing IT requests through emails and spreadsheets. It brings all incidents, service requests, and change management into a single streamlined platform. ### 36. Service now is a efficient ticketing tool to keep track of your requests and incident tickets. **Rating:** 4.5/5.0 stars **Reviewed by:** Hemant Pratap S. | Sr. Associate, Enterprise (> 1000 emp.) **Reviewed Date:** October 21, 2024 **What do you like best about ServiceNow IT Service Management?** The new AI integration is highly efficient—it can summarize ticket progress instantly without needing to go through all the detailed notes, which saves a lot of time and improves productivity. **What do you dislike about ServiceNow IT Service Management?** Right now, the way the AI adds work notes feels a bit inefficient. If users had more control over how those notes are generated and edited, it would be much more effective and practical in day-to-day use. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It gives you features like change management and SCTASKS as well as C Tasks to track the flow of the work. It gives transparency to the customers about their requests and incidents. It has features of Knowledge articals and it helps alot. ### 37. ServiceNow Streamlines ITSM Into One Easy Control Plane **Rating:** 4.5/5.0 stars **Reviewed by:** Abe G. **Reviewed Date:** July 30, 2026 **What do you like best about ServiceNow IT Service Management?** I’ve been using ServiceNow for the past six years across various organizations. I really like how it streamlines incident, problem, change, and request management into a single control plane, which makes it easier to manage everything in one place. **What do you dislike about ServiceNow IT Service Management?** Nothing else comes to mind at the moment. If I had to point to a few drawbacks, it would be the licensing cost, the challenge of finding the right resources, and the steep learning curve. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It helps with workflow automation, scalability, and enterprise service management. ### 38. You need to go all in!!! **Rating:** 5.0/5.0 stars **Reviewed by:** Andrew T. **Reviewed Date:** July 29, 2026 **What do you like best about ServiceNow IT Service Management?** I really like all the possibilities for what can be improved, enhanced, or created. I’ve always been a fan of the insights I can now pull out by having all my data in a single location, which makes it much easier to explore and connect everything. **What do you dislike about ServiceNow IT Service Management?** The complexity of the license model and the cost of bringing in new functionality within the complex matrix. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Automation of manual tasks resulting in an increase of support staff time to help customers with their complex problems ### 39. Great tool for centralizing IT processes **Rating:** 4.5/5.0 stars **Reviewed by:** Christophe P. | Platform Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** The best part about ServiceNow is how it centralizes everything in one place. It creates a structured environment for managing incidents and requests, making it much easier to track tasks and ensure nothing falls through the cracks. The workflow automation also helps save a lot of time on repetitive manual steps **What do you dislike about ServiceNow IT Service Management?** The platform is very powerful but can be quite complex to navigate at first. The user interface feels a bit heavy, and the learning curve for new users is steep. Additionally, making specific customizations often requires deep technical expertise. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It helps us move away from scattered emails and manual tracking. It provides clear visibility into our IT operations, helps us respect our SLAs (service level agreements), and ensures better communication between different teams. ### 40. Experience **Rating:** 4.5/5.0 stars **Reviewed by:** Ryan M. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** What stands out most about ServiceNow IT Service Management is its ability to centralize and standardize IT support processes in one platform. It improves visibility across incidents, requests, and changes, while automating workflows to speed up resolution times and reduce manual effort. **What do you dislike about ServiceNow IT Service Management?** One downside is that it can be complex to configure and maintain, especially for smaller teams or organizations without dedicated ServiceNow expertise. It may also feel heavy or over-engineered for simpler IT support needs. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management helps streamline and automate IT support processes like incident, request, and change management. It reduces manual ticket handling, improves tracking and accountability, and provides better visibility into IT operations. This leads to faster issue resolution, fewer errors, and a more efficient support experience overall. ### 41. Intuitive, Scalable ITSM with Strong Automation and Integration **Rating:** 4.5/5.0 stars **Reviewed by:** Sachin S. | Platform Analyst, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** April 29, 2026 **What do you like best about ServiceNow IT Service Management?** Incident management and dashboarding skills of servicenow are really good, as it allows me to work on incdents and the dashboard helps in keeping track of new requests. **What do you dislike about ServiceNow IT Service Management?** The report creation was really slow and it made it really hard to create reports, the ui could be improved as well. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Support is really good in servicenow as working on incidents is really helpful, as well as integration with internal application really brings the data come forward the right way. ### 42. Impressive ITIL-Aligned ITSM with Seamless CMDB-to-Module Integration **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** It mostly complies with almost everything in the ITIL framework, and the way it integrates all the processes together is kind of impressive. You have all the key components connected, from CMDB CIs through to each ITSM module—incidents, problems, change, and releases. **What do you dislike about ServiceNow IT Service Management?** I don’t dislike it overall; actually, most of the features are good enough. The only part I don’t like is the tool’s limitation when it comes to archiving data. Since we use this tool for an IT mainstream entity, the records grow very quickly, and over time that affects performance and ticket reporting in the long run. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Our main business is IT, and as an IT provider for many entities, ITSM makes our management and service delivery much better and well governed. ### 43. Seamless IT Management with Easy Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Edxavier R. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I find ServiceNow IT Service Management easy to use, and it's the main application in our company for end users. The ITSM module is the core application, which is why we chose ServiceNow initially. It helps support the end user faster. Everything is currently working well, and ServiceNow has the capability to evolve. We can build custom applications, and we use integrations to bring data in, automating ticket creation. I also appreciated how the initial setup was super easy with help from ServiceNow. **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 as a ticket system tool for submitting requests, incidents, and change records. It helps us track all problems, issues, and metrics efficiently, supporting end users faster with integrations and automation for ticket creation. ### 44. Centralized ITIL Management and Easy Issue Tracking Across the Organization **Rating:** 5.0/5.0 stars **Reviewed by:** Soundararajan K. | Test Lead, Hospital & Health Care, Enterprise (> 1000 emp.) **Reviewed Date:** March 24, 2026 **What do you like best about ServiceNow IT Service Management?** Service Now helps Australian Unity to manage entire ITIL management processes - such as Incident management, change request, configuration items etc., in one single place. Very helpful to raise and track any issues across the org (but only IT but also other business units) **What do you dislike about ServiceNow IT Service Management?** High licensing and implementation cost of service now is the main disadvantage. Also the product is heavily customized at times the tickets are not getting to the right queues **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management mainly solves fragmentation, slow resolution, and lack of visibility in IT support, which helps us faster fixes, fewer outages, and a much better experience for both IT and end users. ### 45. Powerful Workflow Builder with Fast, Reliable Cloud Performance **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** It has many possibilities for building workflows and tools needed to access, report and document for our needs. It has integrations that work well and has a user interface that is able to display much needed information. It is hosted in the cloud so performance is always fast and available. **What do you dislike about ServiceNow IT Service Management?** It is costly, and you need specialized staff to administer your deployment of the software and services. It has no AI capability that is easily accessible that would help with reporting or analyzing data. Difficult to understand how to implement new or upgraded tools. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It is helping solve the organization and resolution of support incidents we need every day. It is helping consolidate many departments together in one place to work from daily tasks. ### 46. Flexible UI and Powerful Automation with Smooth JIRA & AWS Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Abhay K. | Senior Integration Specialist, Hospitality, Enterprise (> 1000 emp.) **Reviewed Date:** May 04, 2026 **What do you like best about ServiceNow IT Service Management?** This application provides a flexible, easily accessible user interface. It also lets me automate multi-step processes, which helps improve efficiency. Integration with JIRA and Amazon Web Service went smoothly and didn’t require much development effort. **What do you dislike about ServiceNow IT Service Management?** The only downside I can see is the pricing, mainly because of the high licensing costs. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** This tool provides a single platform to raise access across multiple, scattered legacy and new-gen systems, which improves visibility and helps track progress. It has also helped reduce repetitive tasks and manual intervention to some extent. ### 47. Flexible ITIL-Aligned Task Management Across Support Teams **Rating:** 4.0/5.0 stars **Reviewed by:** sean b. | Sr. Analyst - ServiceNow, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** Ability to manage separate types of tasks across different support teams, and utilizing specific module INC, CHG, RITM etc depending on their need and correlating SNOW modules to best practice ITIL standards. **What do you dislike about ServiceNow IT Service Management?** The platform allows you to abuse/misuse certain modules without governance of its own features. Implementation allowing customization may lead towards complete mess of an instance. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It is providing outline and guidelines for how our organization is able to deliver service management - the benefits come naturally when the modules are configured and followed properly. ### 48. End to end service management **Rating:** 4.0/5.0 stars **Reviewed by:** arturo g. | IT Service Management (ITSM) Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 11, 2026 **What do you like best about ServiceNow IT Service Management?** What I like best about ServiceNow IT Service Management is how it standardizes and automates IT processes on a single platform, improving visibility, efficiency, and service consistency. It helps teams respond faster, maintain better control, and deliver a more reliable experience to users. **What do you dislike about ServiceNow IT Service Management?** What I like least about ServiceNow IT Service Management is that it can feel complex and resource‑intensive to configure and maintain, especially without strong process maturity and governance. The platform delivers the most value only when it’s properly implemented and consistently managed. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management solves problems related to inconsistent processes, limited visibility, and slow service delivery. It benefits us by standardizing workflows, improving response times, and providing better insight into IT performance and service quality. ### 49. Seamless Data Experience with ServiceNow ITSM **Rating:** 4.5/5.0 stars **Reviewed by:** Jordan T. | Solution Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** June 09, 2026 **What do you like best about ServiceNow IT Service Management?** ServiceNow ITSM lives where most of our other data already lives, which makes the overall data experience feel pretty seamless. It’s easier to work across systems and keep things consistent when everything is in the same place. **What do you dislike about ServiceNow IT Service Management?** Implementing it is fairly hefty, and it takes time since it requires coordinating with multiple partners. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It solves tech-as-a-service needs by letting me manage all my tech in one place. ### 50. Customizable and Insightful, But Needs Faster Enhancements **Rating:** 5.0/5.0 stars **Reviewed by:** Whitney M. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like that we can customize the incident form per CI to get to the root of the issue and ask pointed questions right off the bat without going back and forth with the customer. I also appreciate the data and reporting capabilities, which allow me to show my superiors when I need resources or when something isn't working correctly. **What do you dislike about ServiceNow IT Service Management?** Sometimes it takes a while for my stories to be completed and my enhancements to be implemented. I am not sure the platform itself can do anything, but maybe make it easier for citizen developers to create simple flows without development work. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to run a team of analysts, forming prioritized queues to meet SLA times effectively. ## 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) - 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[SAP ECC](https://www.g2.com/products/sap-ecc/reviews) - [SAP Engagement Cloud (formerly SAP Emarsys)](https://www.g2.com/products/sap-engagement-cloud-formerly-sap-emarsys/reviews) - [SAP LeanIX](https://www.g2.com/products/sap-leanix/reviews) - [ServiceNow EmployeeWorks](https://www.g2.com/products/servicenow-employeeworks/reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [SolarWinds Database Observability](https://www.g2.com/products/database-observability/reviews) - [SolarWinds Observability](https://www.g2.com/products/solarwinds-worldwide-llc-solarwinds-observability/reviews) - [Splunk AppDynamics](https://www.g2.com/products/splunk-appdynamics/reviews) - [Splunk Enterprise](https://www.g2.com/products/splunk-enterprise/reviews) - [Tanium](https://www.g2.com/products/tanium/reviews) - [Tanium Inc.](https://www.g2.com/products/tanium-inc/reviews) - [Timebutler](https://www.g2.com/products/timebutler-timebutler/reviews) - [Twilio](https://www.g2.com/products/twilio/reviews) - [WaitWell](https://www.g2.com/products/waitwell/reviews) - [Windows Server](https://www.g2.com/products/tidal-media-inc-windows-server/reviews) - [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 **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 (1,304 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)