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

View More Pricing Information

ServiceNow IT Service Management Integrations

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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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Sumit K.

Enterprise (> 1000 emp.)

6/19/2023

"Very powerful ITSM tool widely used in every organization"

4.5/5

What do you like best about ServiceNow IT Service Management?

ServiceNow is a leading and powerful tool in the industry that helps organizations to grow and organize the ITSM very efficiently. We have integrated ServiceNow with many other tools like Ocean, Managed Service Space, Orchestre and mny others very smoothly and efficently. It has almost every feature that an Organization required to manage its IT services and manage its assets. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

Still many times facing some slowness in navigation and loading its interface. Review collected by and hosted on G2.com.

ANURAG C.

Senior Engineer

Automotive

Enterprise (> 1000 emp.)

7/4/2025

"Great application of Helpdesk Support - ServiceNow"

5/5

What do you like best about ServiceNow IT Service Management?

It is the best application for helpdesk support. It is very easy to raise tickets & also a notification mail is sent to the user. The backend team receive the tickets very fast & works on the issue at the earliest possible time. You can also manage all the tickets & summary of all the queries. We can also post the resolution of some common user queries in the portal. The knowledge base feature is also very helpful. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

The price should be cheaper otherwise there is no other dislike. Review collected by and hosted on G2.com.

Hemant Pratap S.

Sr. Associate

Enterprise (> 1000 emp.)

10/21/2024

"Service now is a efficient ticketing tool to keep track of your requests and incident tickets."

4/5

What do you like best about ServiceNow IT Service Management?

There is a new AI integration that is efficient and helps to summaries the progress on the ticket without even reading the full notes. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

The way AI inputs notes it’s quite inefficient now, they need to give all the control for work notes to the users. Review collected by and hosted on G2.com.

Rajesh Y.

Manager

Enterprise (> 1000 emp.)

5/18/2024

"you can easily manage multiple enterprise applications with Service now with custom configuration"

4.5/5

What do you like best about ServiceNow IT Service Management?

They have added AI based search now which help you to do fast research for logged incidents. it also provides you AI related suggested search to guide the user. its AI integrated Agent helps you to provide incident summary. 24X7 virtual AI agent will help you to solve common problem which is already integrated with this platform. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

Sometime we face performance issue while doing initial load of tool which can be improved in future. Review collected by and hosted on G2.com.

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

Service Now is eay to use and any non technical person can easily manage your application easily. Service is best suitable with enterprise applications and it has all set of combination to manage SLA of your applications. it helped us to moniter our production environment easily. Review collected by and hosted on G2.com.

Victor L.

Head of Sales & Pre-Sales

Mid-Market (51-1000 emp.)

6/27/2025

Business partner of the seller or seller's competitor, not included in G2 scores.

"Robust, scalable, and outcome-driven ITSM platform"

5/5

What do you like best about ServiceNow IT Service Management?

ServiceNow’s ITSM offering is remarkably comprehensive. It enables standardized operations with strong automation and governance capabilities. I especially appreciate its seamless integration across departments and tools, which supports a unified view of the entire IT service operation. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

While the platform is highly customizable, the learning curve can be steep for new users, particularly in complex enterprise environments. There is also room for improvement in the user experience for certain operational roles. Review collected by and hosted on G2.com.

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

ServiceNow ITSM helps solve issues related to low operational visibility, manual workflows, and disjointed service experiences. The platform enables standardization, reduces response times, automates critical processes, and provides reliable data for decision-making. The improvement in operational efficiency and predictability is significant. Review collected by and hosted on G2.com.

Rohit M.

Cloud Analyst

Enterprise (> 1000 emp.)

5/24/2023

"ServiceNow: Best ITSM tool in the market"

5/5

What do you like best about ServiceNow IT Service Management?

Unified process for every defined solution they are providing, there is clarity of thoughts behind each process and steps which makes the tool very less risk driven and strategic. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

Streamline the new products documentation and knowledge article. They are not that much helpful. Review collected by and hosted on G2.com.

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

ServiceNow itsm module is just Awesome. They have defined the process like incident, problem and change. They also have processes called service catalogs which is also useful in organisations, instead of creating custom assest and services order sysytem, organisations can use services catalogs and service portal provided by servicenow and they work very well. We can have lot more than it looks like we can define our own Approvals and rejection workflow for order and process. Review collected by and hosted on G2.com.

Steven G.

Supervisor

Enterprise (> 1000 emp.)

10/29/2025

"Great for Consolidation, But Requires Significant Investment"

5/5

What do you like best about ServiceNow IT Service Management?

It’s been helpful in consolidating our incident and property management platforms. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

The enormous amount of capital and man hours needed to get it up to a mature platform. I’ve experienced this across two orgs now. Review collected by and hosted on G2.com.

Vibhor J.

Lead Support

Medical Devices

Enterprise (> 1000 emp.)

12/24/2024

"ServiceNow Review"

5/5

What do you like best about ServiceNow IT Service Management?

The UI is now slightly improved. The way the ticket console looks seems to be changed quite a bit. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

I think Service Now should use SLA bar so we can ensure the tickets are worked upon within the SLA timelines. The SLA bar will be green if it is met. Else, the SLA bar will start becoming red if it is reaching the SLA deadline. Review collected by and hosted on G2.com.

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

Recently, a bug was encountered. In this bug, if we type an email or an internal note quickly, the cursor jumps to random positions within the comment section, causing the text to become disorganized. We forwarded this issue to the dev team and it took some time for them to fix this. Review collected by and hosted on G2.com.

John H.

CIO

Mid-Market (51-1000 emp.)

10/15/2025

"Quick ITIL Alignment and Fast ROI, but Customization Can Be Challenging"

4.5/5

What do you like best about ServiceNow IT Service Management?

ServiceNow ITSM closely matches our ITIL processes that there was little configuration needed out of the box. We were able to be up and running within 10 weeks from the start if the project, meaning a quick start to our ROI. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

Other organisations may find the rigidity of the platform challenging. You will need an implementation partner with specialist ServiceNow experience to help should you wish to customise any of the seeded workflows. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Enterprise (> 1000 emp.)

6/13/2025

"ServiceNow ITSM product has most of the components to be called as most mature ITSM solution"

4.5/5

What do you like best about ServiceNow IT Service Management?

- Integration with rest of the products ( CSM, SPM, ITOM) to make servicenow as a complete Service Management Solution.

- UX is very intuitive on all supported UIs ( native, service portal ,NOW mobile and workspaces)

- There are so many resources available for faster And quality ITSM implementations ( NOW create, docs, community, guided setup). Since most of the customers implement ITSM as their first process, there is ton of institutional knowledge for quality ITSM implementations.

- Playbooks is a great feature to increase ITSM adoption.

- ITSM maturity can be easily measured with lot of platform analytics OOB indicators, breakdowns.

- NOW assist is a great place to start Gen AI initiatives for orgs. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

- Licensing has been always a gray area for all ServiceNow products including ITSM. Talk to your account manager is not a great answer when dealing with customers. I feel servicenow licensing should be more transparent.

- There need to be more resources available for migrating from legacy ITSM products to servicenow ITSM product. ( e.g Migrating from BMC Remedy to ServiceNow). I know there is a OOB integration hub spoke available for BMC Remedy. But, that's just for outbound requests.

- On call product need to be better integrated with ITSM. e.g If no on call alert is sent to primary, secondary members, workflow should create incident to primary on call member. Review collected by and hosted on G2.com.

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

- Self Service using catalog items, record producers which improves employee productivity.

- Faster Integration implementations using OOB Integration spokes ( e.g Remedy) for better visibility of vendor performance.

- Tracking ITSM implementation maturity is easy with tons of Platform analytics indicators.

- Support agents get lot of benefits using Workspaces for faster resolution of employee tasks. Review collected by and hosted on G2.com.