ServiceNow IT Service Management Reviews & Product Details

ServiceNow IT Service Management (ITSM) is a comprehensive cloud-based AI software solution designed to streamline and enhance the delivery of IT services within a business. With ServiceNow ITSM, organizations can: • Optimize IT service delivery • Improve service quality • Foster a better overall experience for both IT staff and end-users. By using artificial intelligence, AI agents, and automation on the ServiceNow AI Platform®, ServiceNow ITSM can enable IT organizations to transform their IT service processes, helping make them more efficient and responsive to the needs of the business. ServiceNow ITSM caters to organizations of all sizes across a diverse range of industries, including finance, healthcare, and technology. It is particularly beneficial for IT organizations that handle a high volume of IT requests and incidents, as it provides tools to manage these effectively. Use cases include: • Incident management • Problem management • Change management • Service request fulfillment One of the standout features of ServiceNow ITSM is its ability to accelerate incident resolution using AI and automation. It can enhance incident resolution productivity by 30%, enabling IT staff to resolve issues faster and with greater accuracy. This efficiency not only improves the performance of IT teams but also leads to a more satisfactory experience for employees relying on IT services. Moreover, ServiceNow ITSM employs advanced analytics and reporting capabilities, which provide IT organizations with valuable insights into their IT operations. By analyzing incident trends and service performance metrics, businesses can identify areas for improvement and make data-driven decisions to enhance service delivery. AI can also help predict potential issues before they escalate, allowing proactive measures to be taken to minimize disruptions. Overall, ServiceNow ITSM stands out in the IT service management landscape by combining robust functionality with intelligent automation on a single AI platform. Its focus on improving productivity, reducing costs, and enhancing user experiences makes it a vital tool for organizations looking to optimize their IT services and drive business transformation.

Product Website

Seller

ServiceNow

Discussions

ServiceNow IT Service Management Community

Product Description

ServiceNow delivers an IT Service Management experience that is faster, smarter, and more automated than ever.

Overview by

Elijah Perry

Value at a Glance

Averages based on real user reviews.

Time to Implement

5 months

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ServiceNow IT Service Management Integrations

(50)

Verified by ServiceNow IT Service Management

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ServiceNow IT Service Management Media

ServiceNow IT Service Management Demo - Incident Management

Automatically assign incidents to the correct resolution group with machine learning. Bring together stakeholders to investigate issues and restore services swiftly with the Major Incident Management portal.

ServiceNow IT Service Management Demo - Digital End-user Experience

Measure and continuously improve the technology experience for your employees. Make it simple for them to self-solve issues and engage with an informed IT team when they need extra support.

ServiceNow IT Service Management Demo - Service Operations Workspace

Solve issues faster and improve collaboration across the enterprise. IT staff can use one workspace to see complete issue context and relevant AI-powered recommendations to resolve issues quickly and efficiently.

ServiceNow IT Service Management Demo - Modern Change Management

Balance change velocity with quality and stability to create a scalable, data-driven change process. Empower your teams to move faster with confidence using change models, approval policies, and DevOps Change Velocity for smoother, compliant transitions.

ServiceNow IT Service Management Demo - Change Summarization with Now Assist

Summarize changes to your IT services using AI agents and generative AI, improving visibility and decision-making while reducing the potential for service outages due to changes.

ServiceNow IT Service Management Demo - Digital Product Release

Empower product teams to plan, manage, and deploy digital products and service releases within IT guardrails. Simplify release cycles, track each stage on one dashboard, and use customizable templates and out-of-the-box policies to validate release readiness.

See how we’re revolutionizing work with hybrid workflows, flexible app dev, and advanced security on a single, scalable, hyper-intelligent platform.

AstraZeneca is harnessing the power of ServiceNow AI to streamline processes and enhance efficiency, giving researchers more valuable time. Its goal is to launch 20 new medicines by 2030, providing hope to millions of patients worldwide.

Griffith embraces AI and automation to improve operational efficiency and ensure consistent service experiences for students and employees.

Teleperformance needed a seamless, AI-driven IT service solution to enhance support for nearly half a million employees. Discover how Teleperformance partnered with ServiceNow to unify IT services, automate tasks, and improve customer exper

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ServiceNow IT Service Management (ITSM) Solution Brief

How AI is Redefining IT Service

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G2 reviews are authentic and verified.

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Ranjan Y.

Software Engineer

Enterprise (> 1000 emp.)

8/24/2023

"Best ITSM tool"

5/5

What do you like best about ServiceNow IT Service Management?

Generative AI enhancement and integrating AI into service now Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

User Experience for End Users: we need to fill in lot of details and some of them redudant too which can be minimised. Review collected by and hosted on G2.com.

Sachin R.

Account Service Operations

Enterprise (> 1000 emp.)

3/17/2023

"SERVICENOW Review"

5/5

What do you like best about ServiceNow IT Service Management?

New update is just awesome. Functionalities upgrades. Easy to use instance. Great user collaboration Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

Reporting tool and configuration management database Review collected by and hosted on G2.com.

Verified User in Financial Services

Mid-Market (51-1000 emp.)

10/15/2025

"Where does ITSM fit?"

4.5/5

What do you like best about ServiceNow IT Service Management?

The ability to link IT processes to business demands Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

The sometimes view that it's about managing IT, not supporting business Review collected by and hosted on G2.com.

Chatrathi L.

AI ML ENGINEER

Information Technology and Services

Enterprise (> 1000 emp.)

1/23/2025

"ServiceNow IT Service Management Review"

4.5/5

What do you like best about ServiceNow IT Service Management?

ServiceNow IT Service Management ITSM is very easy to use. The UI is so simple. And the tasks such as Incident management, Problem record creation etc can be done in simple steps. And also by integrating this with the share point I am able to get the insights, trends. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

Integrating ServiceNow ITSM with other applications like Nexthink and Kore AI is challenging and complex. Also, sometimes it's difficult to understand, navigate, and stay up to date with all the available functionalities. Review collected by and hosted on G2.com.

What problems is ServiceNow IT Service Management solving and how is that benefiting you?

As a digital workspace engineer, we design various workflows that automate tasks for known issues, making it easier for users to resolve their problems efficiently.Trends and the reports that are there helps me identify frequently occurring issues and gain insights into the problems that users regularly face. Review collected by and hosted on G2.com.

Pawan Kumar R.

ServiceNow Consultant

Enterprise (> 1000 emp.)

11/23/2021

"Servicenow IT Service Management"

5/5

What do you like best about ServiceNow IT Service Management?

New now assist feature which summarises the short description and description. Best feature.

In Zurich release, the new colour of errors, dialogue box…looks attractive Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

Transaction time should be limited if do bulk update or something, it lags the work which we do into it. That should be improved . Review collected by and hosted on G2.com.

Christoffer F.

Seniorspecialist

Enterprise (> 1000 emp.)

5/6/2025

"Nothing short of a gamechanger"

5/5

What do you like best about ServiceNow IT Service Management?

The Ability to govern, manage and build upon a single data source is truly amazing. Once acknowledging that what you do in ITSM feeds into the sourrounding processes, that's where the magic happens.

It's simple, intuitive and something you wanna do every single day.

And integrations?? it eats basically any type for breakfast. making implementation a Breeze.

And should require assistance, there is nothing to fear. Vast support apparatus in place to guide you through it, every step of the way. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

The platform offers so many options, that you really don't have a chance to cover it all. Review collected by and hosted on G2.com.

Anchal S.

Solutions Advisor

Mid-Market (51-1000 emp.)

8/28/2025

"Great learning experience for my career"

4/5

What do you like best about ServiceNow IT Service Management?

ServiceNow ITSM is highly efficient and user-friendly. It helps in simplifying processes and improving workflow automation, which also allows teams to resolve issues faster. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

Sometimes initial setup may require some time. But nothing as such, as per my experience. Review collected by and hosted on G2.com.

Verified User in Banking

Enterprise (> 1000 emp.)

5/6/2025

"There is no perfect software; know your needs before you buy!"

2.5/5

What do you like best about ServiceNow IT Service Management?

-Excellent community support and tons of online resources, if you can find time to consume them all

-Good support Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

-Great, big learning curve.

-It is ugly.

-They claim it is "no code," but get ready for big mental gymnastics to get everything wired up correctly.

-Good luck getting anything done with a third party--and good luck with that, too.

-Requires one or more physical (or virtual) MID servers.

-You need someone in leadership who understands how ServiceNow is built, because it's like the wild west.

-Good luck trying to implement their boilerplate solutions without at least one subject matter expert and one backup person for each major ServiceNow component.

-There are no visual resources to help teams understand the building blocks and how they work together.

-Like anything else, people and communication will be the hardest part of any implementation. Review collected by and hosted on G2.com.

What problems is ServiceNow IT Service Management solving and how is that benefiting you?

Incident management, service desk, service catalog, IT service Management, and a central configuration management database. It's all in one place, but the first ten years introduced a lot of customizations that are now having to be backed-out, at great cost of time and money. Review collected by and hosted on G2.com.

Reddi S.

Senior specialist

Mid-Market (51-1000 emp.)

5/4/2025

"Adventureland of IT: ServiceNow – Where Efficiency Rides Loop-de-Loops and Customization Runs Wild!"

5/5

What do you like best about ServiceNow IT Service Management?

The platform boasts an intuitive interface, which reduces the learning curve for new users. The clear layout and easy navigation help with quick adoption and effective use. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

Some users report performance lags when handling large amounts of data. This might impact efficiency, particularly in large organizations dealing with extensive datasets Review collected by and hosted on G2.com.

Verified User in Health, Wellness and Fitness

Enterprise (> 1000 emp.)

10/29/2025

"Best IT Management Tool for Streamlined Ticket Handling"

5/5

What do you like best about ServiceNow IT Service Management?

This is the best tool I've used for IT management. It makes handling tickets and requests straightforward, providing an easy experience for both requesters and fulfillers. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

Overall, it's satisfactory. You can't expect to have everything exactly as you want, but as long as it works effectively, it's acceptable. Review collected by and hosted on G2.com.