ServiceNow IT Service Management Reviews & Product Details

I like most it service management everything lives on one platform incidents, problems changes and requests so there no switching between tools. The workflow automation (routing, approvals, notifications) saves a lot of manual effort, and the dashboards give quick real time visibility into ticket volume and sla compliance without extra report-building. The self service portal also helps cut down repetitive tickets since users can resolve simple issues on their own Review collected by and hosted on G2.com.

The initial setup and configuration can pretty complex it often needs dedicated admin resources or consultants to get workflows tuned right. Licensing costs add up quickly especially as you add more modules or users. The UI while functional can feel a bit dated and isn't always intuitive for new users, so there's a learning curve. Performance can also lag a little bit when loading bigreports or heavily customized form . Review collected by and hosted on G2.com.

What I like most about ServiceNow IT Service Management is that it brings everything into one place. Instead of tracking requests through emails or spreadsheets, incidents, service requests, approvals, and changes can all be managed in a single platform. I also like its automation capabilities, which reduce manual work, speed up issue resolution, and improve the overall user experience. From an administrator's perspective, it provides good visibility into service performance and helps teams work more efficiently while maintaining standardized processes. Overall, it makes IT support more organized, transparent, and productive. Review collected by and hosted on G2.com.

One thing I dislike about ServiceNow IT Service Management is that it can feel complex, especially for new users. Some tasks require multiple clicks, and the interface can be overwhelming until you're familiar with it. Customizing workflows or implementing new features can also take time and often requires specialized knowledge. Additionally, performance can sometimes be slower when working with large amounts of data or highly customized instances. Despite these challenges, its capabilities generally outweigh the drawbacks once you're comfortable using the platform. Review collected by and hosted on G2.com.

ITSM helps us resolve tickets, and they can be categorized as incidents, problems, service requests, change requests, and more. It’s easy to track everything, and the integration with third-party applications makes it convenient to update, comment on, or resolve tickets directly. Review collected by and hosted on G2.com.

I don’t dislike anything in particular, but ServiceNow as a tool can become too complicated because of the sheer number of features and configuration options. Since it’s a platform where you have to keep many things in mind, the front-end UI can feel like you’re being hit with too many UI actions, forms, and buttons all at once. Then, when you add the back-end tables and scripts on top of that, it quickly becomes overwhelming. Review collected by and hosted on G2.com.

I've really enjoyed working with ServiceNow, especially when it comes to building services and developing a well-structured CMDB. The platform provides a flexible framework that makes it easy to model business and technical services while maintaining clear relationships between configuration items. Seeing accurate service maps and dependable CMDB data come together to improve visibility, support, and decision-making is incredibly rewarding. It's a powerful platform that continues to evolve and makes complex IT environments much easier to manage. Review collected by and hosted on G2.com.

While ServiceNow is an extremely capable platform, it does have a steep learning curve, particularly for advanced areas such as CSDM, CMDB design, and platform administration. Some licensing models can also be complex to understand, making it difficult to predict costs as requirements grow. Finally, implementing best practices often requires significant planning and governance, so organisations need to invest time in getting the foundations right to realise the platform's full value. Review collected by and hosted on G2.com.

The catalogue and workflow engine are the real value. We have moved a lot of manual request handling into automated flows with approvals, and the same records feed our reporting without exports. CMDB and asset data being in the same place as incidents means less guessing when something breaks. Virtual Agent and knowledge deflect a reasonable share of low-value contacts. It scales well across a large organisation with a lot of stakeholders, and the platform keeps absorbing new use cases beyond IT, which makes the investment easier to justify. Review collected by and hosted on G2.com.

It is a platform, not a product you turn on. Doing it well needs skilled admins and developers, and demand for platform work always outruns supply. Cost grows as you add modules and licence types, and it is not always obvious in advance. Upgrades twice a year mean a regression cycle on anything customised, and heavily customised instances get expensive to maintain. The admin experience is dense, and configuration is spread across enough places that new team members take a while to get productive. Review collected by and hosted on G2.com.

ServiceNow ITSM stands out for its clean, task‑oriented UI that guides users through standardized request and incident flows, making tracking and collaboration straightforward without relying on emails or chats. Its integrations—especially with Jira—are a major strength, enabling seamless traceability between incidents and underlying development work, which is critical in enterprise IT and SAP environments. From a performance standpoint, the platform is reliable at scale, handling high volumes of tickets with SLA‑driven workflows and clear ownership. The ROI comes from reduced manual follow‑ups, better auditability, and consistent execution of repeatable processes like onboarding, offboarding, and approvals. Support and onboarding are strong due to centralized portals, knowledge articles, and guided request catalogs that help users self‑serve and reduce IT load. On the AI / intelligence side, smart automation—such as auto‑routing, status updates based on user actions, and streamlined approvals—has stood out by quietly reducing friction and response time without adding complexity for users. Overall, ServiceNow works best as a dependable, process‑driven system of action for enterprise IT operations Review collected by and hosted on G2.com.

What I dislike about ServiceNow IT Service Management is that it can feel bureaucratic and overhead‑heavy once ticket volumes grow, with a strong emphasis on frequent status updates and compliance rather than resolution speed. This is evident from repeated internal reminders asking teams to review queues daily and update tickets every alternate business day, which creates administrative burden and constant follow‑ups, especially when incidents are long‑running or dependent on other systems or teams. ServiceNow also tends to expose process gaps rather than hide them—tickets can remain open for weeks due to unclear ownership, cross‑team dependencies, or missing information, leading to visible backlogs and escalation pressure, as seen in recurring Finance and SAP incident summaries. In addition, while automation is improving, many workflows still rely on manual judgment and user discipline, meaning the tool works best only when everyone strictly follows the process, which can be frustrating in fast‑moving scenarios Review collected by and hosted on G2.com.

What I like about ServiceNow is that it's not just an IT ticketing tool anymore. It's a platform that helps automate business processes, which saves time and reduces manual work. I also like that it's low-code, so applications and workflows can be built much faster without writing a lot of code.

Another advantage is that many departments, like IT, HR, customer service, and security, can use the same platform, making collaboration much easier. Since many large companies use ServiceNow, learning it also opens up good career opportunities. Overall, I think it's a platform that improves efficiency, simplifies work, and helps organisations become more productive. Review collected by and hosted on G2.com.

As someone still learning the platform, I found the relationship between Requests, RITMs, and Tasks a bit confusing at first. It has a learning curve, especially when understanding how records are linked. I think more hands-on experience makes these concepts much clearer. Review collected by and hosted on G2.com.

I like how ServiceNow ITSM keeps everything organized in one place, so teams don’t waste time jumping between different tools. Its workflows and automation make incident handling smoother, faster, and more consistent from one case to the next. Overall, it helps day-to-day operations feel more controlled and predictable, and simply easier to manage. Review collected by and hosted on G2.com.

It can feel heavy and somewhat slow sometimes, particularly when I’m handling complex workflows.

There are also tasks that take more clicks than they should, which turns otherwise simple actions into something that feels unnecessarily complicated. On top of that, customization isn’t always intuitive, so even minor tweaks can end up taking more time and effort than I anticipate. Review collected by and hosted on G2.com.

One of the oldest and most widely used products in ServiceNow. It has been very helpful in every organisation I’ve worked in. Review collected by and hosted on G2.com.

What I dislike about ITSM is the amount of manual and repetitive work involved. Tickets often go through multiple handoffs, approvals, and follow-ups, which can delay resolution. It can also become more focused on closing tickets and meeting SLAs than proactively preventing issues and improving the overall user experience. Review collected by and hosted on G2.com.

I find ServiceNow IT Service Management to be an excellent platform for managing IT operations and support processes like incident tracking, service requests, change management, and problem resolution. I like the centralized ticket management as it gives better visibility and tracking of incidents and requests. The workflow automation reduces manual work and speeds up approvals and resolution times. The user-friendly self-service portal enables users to raise and monitor requests easily, improving both user experience and service desk efficiency. I also appreciate its ability to scale well in a large enterprise environment with more than 10,000 employees, supporting a high volume of incident and service management activities. Additionally, ServiceNow offers better automation, centralized ticket management, improved reporting, and a more scalable platform compared to our previous ITSM solution, and it integrates well with other enterprise tools, which helps automate workflows, reduce manual effort, and improve visibility. Review collected by and hosted on G2.com.

I find some configurations and customizations to be quite complex. New users might need more time to get a handle on the platform, and we need more intuitive processes. Usability could really be improved by simplifying navigation, reducing the complexity of configurations, and making report creation more user-friendly. I think better onboarding and guided administration features would also help new users and administrators become productive faster. Advanced configurations, integrations, and custom workflows required additional effort and expertise, which can be a bit of a hurdle. Review collected by and hosted on G2.com.