ServiceNow IT Service Management Reviews & Product Details

Easy ticket submission - The service catalog is straightforward. I can request software, report issues, or ask for hardware without confusion

• Good status updates - I get email notifications when my ticket is updated, so I’m not left wondering what’s happening

• Self-service portal - I can reset my own password, check ticket status, and access the knowledge base without calling IT

• Mobile app - Can submit tickets and check status from my phone, which is convenient Review collected by and hosted on G2.com.

Interface feels cluttered - There are a lot of menus and options I don’t need as a basic user

• Search isn’t great - Finding old tickets or knowledge articles takes more clicks than it should

• Slow loading - Pages sometimes take 10-15 seconds to load, especially the dashboard Review collected by and hosted on G2.com.

Service now is a good tool to manage the work within time and it's very easy to find out every thing mostly I like the self service portal in service literally I am enjoying whenever I am working on it. Review collected by and hosted on G2.com.

I like everything in service now there is no dislikes in service now it management we can fetch data and get every cmdb data through sevice now so as per my side there is no dislike Review collected by and hosted on G2.com.

I like the customisation it provides and keeping it organised in more user friendly way.

It helps tracking even project ids, service now groups and artefact and lineage of complete issue tracking with problem records. Review collected by and hosted on G2.com.

There is no such thing but it should provide a feature to help customisation for an auto approval feature based on certain conditions if met. Review collected by and hosted on G2.com.

What I’ve personally found most valuable is how organized and transparent everything becomes once you're working in ServiceNow. I remember when I first started managing incidents and changes — before ServiceNow, we were juggling between emails, spreadsheets, and calls. It was chaotic.

Once we moved to ServiceNow ITSM, everything was in one place, structured and easy to track. Assignments were clearer, SLAs were visible, and follow-ups didn’t fall through the cracks.

Most helpful part?

For me, it’s the Change Management module. I’ve handled multiple critical changes with complex approval flows, and ServiceNow made it simple to manage end-to-end. The fact that approvers get notified instantly, and that we can monitor the progress in real time, removed a lot of the stress.

Upsides I’ve noticed:

Time-saving through automated workflows

Clear accountability — everyone knows their task and deadline

Great reporting tools for daily and weekly reviews

Easy to onboard new team members — the interface is intuitive

Honestly, after working with ServiceNow, it’s hard to imagine managing IT services without it. It doesn’t just support the process — it makes you better at your job. Review collected by and hosted on G2.com.

The platform is powerful, but initial setup and customization can be complex, especially without experienced admins.

Least helpful part?

Some standard modules feel too generic and require tweaking to match real-life workflows.

Downsides?

Steep learning curve for beginners

Some features require extra licenses

Without good governance, it can become cluttered over time

Still, with the right team and structure, these issues are manageable. Review collected by and hosted on G2.com.

The service has stayed consistent since day 1. Having a stable and reliable IT Service Management System should be the priority of all companies. That is why ServiceNow is one of the best tools available in the market. Review collected by and hosted on G2.com.

It would help if further customization were provided for the users. Review collected by and hosted on G2.com.

ServiceNow is a tool for future with addition of latest AI models in it.

It started as a ticketing tool and has now become a tool for various purposes, from maintaining our assets to ordering multiple services with a single click, which can be tracked under a single portal.

It also helps you maintain and track your tickets in your mobile app. Review collected by and hosted on G2.com.

There is nothing to dislike about ServiceNow. It is growing every day. They are coming up with their bug solutions in every new release.

The new ServiceNow version has bugs when it is released but it is fixed by providing us patches in few months. Review collected by and hosted on G2.com.

This application allows for recording of tickets into a database that provides easy reporting, trending, and easy historical records gathering for inspection purposes. The agent adaption phase is a bit difficult, as the power behind this application garners a fair learning curve. But once you get the IT team(s) on board, there is so much capability. The ITSM application has been a staple of our IT department and my dream is to try to bring the rest of our company together with the other ServiceNow applications. Review collected by and hosted on G2.com.

The Now platform is somewhat scary to first time users and the “newer” workspaces provide the ability to circumvent UI policies to mandate specific date. This, however is easily rectified by implementing data policies in lieu of UI policies. Review collected by and hosted on G2.com.

All actions and requests being accessible by all parties in an organization. Very organized and easy to use( once trained, lol)

I enjoy being able to document and log all incidents, change requests, and requests in one web portal, while being able to create custom dashboards and metrics. Review collected by and hosted on G2.com.

It is such a huge platform so it takes a while to get used to all the bells and whistles. User training is a must for all departments to utilize the platform to its full potential.

This is beast of a platform, but in a good way. Review collected by and hosted on G2.com.

We use ServiceNow throughout our organization to power workflows that automate processes that we do over and over. This frees up time and creates greater consistency in our work outputs. A great example is how we've automated onboarding our call center teams. ServiceNow workflows automate and orchestrate provisioning licenses and creating user accounts. Review collected by and hosted on G2.com.

ServiceNow is constantly innovating and announcing new features, but makes it very hard to know whether or not those features are included in your existing licensing. This makes it hard to get excited about the new features cuz you never know if there's something you're going to be able to really use or if it's something where you're going to have to spend a bunch of capital to license it for the business Review collected by and hosted on G2.com.

The platform offers a highly configurable workflow engine that streamlines incident, problem, and change management — helping teams resolve issues faster and with better transparency. Overall, ServiceNow ITSM transforms what would otherwise be siloed, manual tasks into a cohesive, automated experience. Review collected by and hosted on G2.com.

The licensing and pricing can be on the higher end, which might be a barrier for smaller teams or organizations with tight budgets. Review collected by and hosted on G2.com.