I like using ServiceNow IT Service Management as it centralizes my entire technical workflow, so I don't need to switch between different tabs or solutions. It's all there, whether I need to report a system glitch or check the status of a security patch. The Change Management module is particularly useful for maintaining a clear audit trail, which is critical for compliance. The audit trail functionality is a lifesaver, saving me time by allowing me to dig up audit logs in seconds instead of searching through different solutions. The unified data model (CMDB) is a game changer, connecting our technical infrastructure to business services and helping identify affected applications during outages with the Impact Analysis feature. The Now Assist AI feature is great at summarizing work notes and history, saving me time in understanding complex tickets. The Security Operations integration and Risk & Compliance mapping are helpful in mapping vulnerabilities to IT assets and aligning technical tasks with regulatory requirements. Additionally, integrating ServiceNow IT Service Management with tools like Slack and AWS creates a seamless workflow, automating everything from incident alerts to user access provisioning. Review collected by and hosted on G2.com.

The centralized system can be an overload of information, which might make it challenging for new users to navigate different sections. Also, with the complexity of workflows that can be added, there is a risk of over-engineering them, making regression testing of custom scripts overly complex. This creates a bottleneck where users might prefer emails or messaging services over the system for doing real work, thus defeating the purpose of a centralized solution. Setting up ServiceNow IT Service Management is a major undertaking and not a plug-and-play solution, especially configuring the CMDB, which is difficult without a dedicated implementation partner. Review collected by and hosted on G2.com.

"What I like best is how the platform centralizes and automates complex workflows. The automated incident routing and self-service portal significantly reduce the manual workload for IT teams, allowing for faster resolution times and a much smoother user experience." Review collected by and hosted on G2.com.

"The platform is incredibly powerful, but that comes with a steep learning curve. For new administrators or developers, the sheer number of modules and configuration options can be overwhelming. It requires specialized training and a significant time investment to truly master the backend." Review collected by and hosted on G2.com.

I use ServiceNow IT Service Management to manage and streamline our IT support operations, including incident management, service requests, change management, and asset tracking. I like its powerful workflow automation that helps automate repetitive tasks like ticket routing, approvals, notifications, and SLA tracking, which reduces manual effort and speeds up response time. I also like how we can integrate it with tools like Microsoft Teams, email systems, monitoring tools, and asset management software to improve communication and automate alerts. We switched to ServiceNow IT Service Management to get better automation, scalability, reporting, and centralized IT operations management. The initial setup was fairly smooth, especially with the support documentation and implementation guidance available. Review collected by and hosted on G2.com.

Some features are complex for new users and certain customizations require technical expertise. It could improve the onboarding experience for new users by simplifying navigation and providing more guided tutorials. Additionally, configuring advanced workflows and customizations required some technical expertise and planning. Review collected by and hosted on G2.com.

I like ServiceNow IT Service Management for its workflow automation and centralized platform. It makes it easy to manage incidents, requests, changes, and approvals in one place while improving team efficiency and response times. The automation helps reduce manual tasks by automatically routing tickets, sending notifications, managing approvals, and escalating issues when needed. This improves response times and ensures requests are handled consistently. The centralized platform is valuable because all IT operations, including incidents, service requests, changes, and knowledge management, are managed in one system. I also appreciate the integrations with tools like Microsoft Teams, Active Directory, monitoring tools, and email systems, which help automate ticket creation, improve communication, and provide better visibility across IT operations. Review collected by and hosted on G2.com.

One area that could be improved is the complexity of customization and administration, which can require significant time and experienced resources to manage efficiently. The platform can also feel overwhelming for new users because of the number of features and configuration options available. Review collected by and hosted on G2.com.

I like ServiceNow IT Service Management's user interface. I value features like filters, pie diagrams, data analysis, and assignment monitoring alerts. These features contribute significantly by providing real-time visibility into incidents, SLA breaches, and assignment queues which helps in proactive issue management. The monitoring alerts are great for ensuring tickets are acknowledged and assigned promptly, which reduces delays and improves SLA compliance. I also appreciate how these tools help in quickly identifying trends, prioritizing critical tickets, and monitoring team performance, thereby enhancing operational efficiency and delivering a better customer experience. Review collected by and hosted on G2.com.

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Two things stand out for me. It keeps all IT requests and incidents in one place, making it much easier to track, prioritize, and resolve issues quickly. I also like its automation features, which reduce repetitive work and help teams respond faster while improving the overall user experience. Review collected by and hosted on G2.com.

One thing I don't like is that it can feel a bit overwhelming at first because there are so many features and settings to learn. It can also be slow to customize or make changes without the right permissions or technical expertise. Review collected by and hosted on G2.com.

The interface takes some getting up, but once you know your way around, the dashboards are really useful and give you a clear picture of what's going on across your IT environment. What really sets it apart from other tools is how customisable it is. You can shape it around your own workflows rather than having to fit your processes around the software, which is something a lot of ITSM tools get wrong. I have seen firsthand the platform managing effectively enterprise level workflows, with huge numbers of transactions, indicating massive scalability.

Integrations are another strong point. It connects well with the rest of the enterprise stack and the partner ecosystem means you can usually find a connector or specialist for whatever you need. The AI features through Now Assist are genuinely helpful in day to day use, things like automatic incident summaries and suggested resolutions actually save agents real time rather than just being a gimmick. Pricing is tiered so you can start with what you need and scale up, and the more of the platform you actually use, the better the return on investment becomes. On pricing, packages ranging from Standard to Enterprise flex with business needs, and the ROI compounds significantly the more of the platform you use. Review collected by and hosted on G2.com.

The learning curve is real and I think ServiceNow undersells how much effort it takes to get set up properly. It markets itself as low code but in practice you often need someone with proper development skills to configure it the way you actually want it. For smaller teams without dedicated ServiceNow admins, that can be a challenge.

Cost is another one to watch. It can get expensive quickly, especially at enterprise scale, and pricing is not always transparent. Support is available around the clock but the quality can be inconsistent, particularly for more complex or custom issues where tickets can drag on without a clear resolution.

Platform upgrades have also caught us out a couple of times where workflows needed reconfiguring after an update, which is frustrating when you rely on the tool day to day. The AI reporting is improving but still feels like it lags behind where it could be. Having to navigate drop down menus to build reports when a simple text prompt could do the same job feels like an obvious gap they should close soon. Review collected by and hosted on G2.com.

I like how ServiceNow ITSM brings key service workflows—like incidents, requests, problems, and changes—together in a single platform. Having everything centralized makes work easier to track and helps teams deliver more consistent support. Review collected by and hosted on G2.com.

The platform may require substantial configuration and user training to be used effectively. For organizations with more complex requirements, the initial implementation can take considerable time and resources, and ongoing customization may also demand continued effort. Review collected by and hosted on G2.com.

I like the level of process visibility and standardization that ServiceNow IT Service Management brings across IT support operations. It creates a single platform where incidents, service requests, approvals, and escalations can be tracked efficiently, reducing confusion and improving accountability between teams. The platform is especially useful for managing cross-functional coordination with internal IT teams and outsourced service providers. The automated workflows, ticket tracking, and status visibility reduce manual follow-ups and make support processes more structured and transparent for business users. Review collected by and hosted on G2.com.

While ServiceNow IT Service Management is a strong platform overall, there are areas that could be improved. Some workflows can become overly complex, especially in large organizations where multiple approval layers and customized processes are involved. This can sometimes slow down ticket resolution instead of simplifying it. The user interface is functional but not always intuitive for occasional business users, particularly when navigating detailed ticket histories or searching for the right service categories. Reporting and dashboard customization could also be more flexible for non-technical users who want faster access to operational insights without depending heavily on IT support teams. Another challenge is that the effectiveness of the platform depends a lot on how well workflows are configured and maintained internally. If processes are not standardized properly, the system can become difficult to manage and lead to inconsistent user experiences across teams or regions. Review collected by and hosted on G2.com.

What I like best about ServiceNow IT Service Management is its ability to centralize and streamline IT operations through a unified platform. The workflow automation, incident management, change management, and service request capabilities significantly improve operational efficiency and reduce manual effort across teams. I also appreciate the platform’s flexibility and integration capabilities, which make it easier to connect with other enterprise systems and automate complex business processes. The self-service portal and knowledge management features help improve the end-user experience while reducing ticket volume for support teams. Overall, the platform provides strong visibility, scalability, and governance for managing enterprise IT services effectively. Review collected by and hosted on G2.com.

One challenge with ServiceNow IT Service Management is that the platform can become highly complex as organizations scale and introduce extensive customizations. Implementing and maintaining workflows, integrations, and governance often requires significant technical expertise and dedicated platform resources. Some user interfaces and administrative configurations can feel overwhelming for new users, especially when managing large enterprise environments. Reporting and dashboard customization may also require additional effort to fully meet advanced business requirements. While the platform is extremely powerful and flexible, maximizing its value often depends on strong platform governance and ongoing optimization. Review collected by and hosted on G2.com.