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

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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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Biswajyoti D.

Technical Architect

Enterprise (> 1000 emp.)

4/11/2025

"Seamless AI Powered ITSM Platform"

5/5

What do you like best about ServiceNow IT Service Management?

Easy with which ITSM can be managed using ServiceNow.

RPA and Now Assist makes the job of support personnel effective and less time consuming. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

the ever increasing license cost. The pricing of bundled plugins need to be varied across the features and need urgent competitive re pricing.

Customer support for custom apps need to be enhanced. Review collected by and hosted on G2.com.

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

It is solving the challenge of maintaining of a seamless IT process with maximum transparency.

It is also helping us to visualise the impact of incidents and changes in out IT environment due to CMDB.

It is also helping us have a single source of IT SM management with all applications integrated with ServiceNow which is bringing down the operational cost in large numbers Review collected by and hosted on G2.com.

KRISHNAN C.

Backup Administrator

Enterprise (> 1000 emp.)

2/7/2023

"A fantastic tool for issue management with all features needed"

5/5

What do you like best about ServiceNow IT Service Management?

Very good change management work flow with ease of usability and tracking as well Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

this program performs exceptionally well and is very user-friendly. Review collected by and hosted on G2.com.

Aniket Kumar S.

ServiceNow Developer

Enterprise (> 1000 emp.)

7/29/2025

"ServiceNow"

5/5

What do you like best about ServiceNow IT Service Management?

It really helps for the management of small to large business through this tool, we can have a look for all bugs and issues occurred to the organization or small BAU and we can analysis that resolve that Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

There is nothing such as any major dislike but it might disturbed us with similar problem getting tracked again and again.

But all the things can be used for its betterment of tool Review collected by and hosted on G2.com.

David J.

Enterprise (> 1000 emp.)

5/6/2025

"ITSM via ServiceNow IT Service Management - do it."

5/5

What do you like best about ServiceNow IT Service Management?

ITSM (as you well know) is a collection of framework workflows. The how leaves some room for interpretation / implementation creativity. A good idea in one workflow may cause confusion in other workflows as the understand of the workflows evolve. Using ServiceNow IT Service Management gives a holistic approach to IT Service Management in a way that allows you to focus on the what and value of ITSM v. getting bogged down in the philisophical aspects of the how. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

NA. I see their approach as great. The workflows are scalable and interact without the often glitchy issues many products reliant on 3rd party add-ons have. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

8/7/2023

"ServiceNow ITSM"

4.5/5

What do you like best about ServiceNow IT Service Management?

With the upgradation of ServiceNow versions , there has lot of features added, performance analytics, interactive filters for tracking and monitoring real time data. Predictive intelligence for predicting assignment groups, category and subcategory based on historical data. Flow Designer coming in place for automation of business process with low or no code. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

Adding more places for customization and configuration with minimum changes that customer can perform with low or no code. Review collected by and hosted on G2.com.

Krysta B.

Small-Business (50 or fewer emp.)

5/6/2025

"ServiceNow IT Service Management"

5/5

What do you like best about ServiceNow IT Service Management?

After using several other products, moving to ServiceNow IT Service Management has made life so much easier! It is setup with ITIL best practices in mind. And there are so many ways to get things done - it all depends on your comfort level with configuring or customizing. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

Sometimes having multiple ways of doing things can create a process issue with our users. Each administrator of the system has their own way of getting things done and all of us help our users get their work done. Sometimes this creates confusion for our users. Review collected by and hosted on G2.com.

Santosh Damodaran U.

Lead Data Engineer I

Mid-Market (51-1000 emp.)

9/24/2025

"Excellent ticketing tool"

4/5

What do you like best about ServiceNow IT Service Management?

It's very easy to use. Creating & updating tickets are a breeze. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

Slow to load. Too many graphics at times makes it bloated. Review collected by and hosted on G2.com.

Neel S.

Assistant Director, Service Delivery

Enterprise (> 1000 emp.)

9/18/2025

"ITSM Review"

5/5

What do you like best about ServiceNow IT Service Management?

I love Service Operstioms workspace! It works great for our Service Desk agents. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

I don’t dislike it. I feel it’s necessary to use. Review collected by and hosted on G2.com.

Verified User in Airlines/Aviation

Enterprise (> 1000 emp.)

10/6/2025

"Best ITSM tool in current market"

5/5

What do you like best about ServiceNow IT Service Management?

This is a great tool for tracking incidents and tickets, featuring a very user-friendly UI. It offers clear visualizations for dashboards and makes it easy to create views tailored for operational teams, which really helps with monitoring and managing tasks. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

The product comes with a high price tag, and I found the learning curve to be quite steep. Additionally, configuring and implementing it proved to be rather complex. Review collected by and hosted on G2.com.

Colin C.

Global Product Manager

Enterprise (> 1000 emp.)

10/15/2025

"Streamlined Workflows and Interface, but Complex Licensing Model"

4.5/5

What do you like best about ServiceNow IT Service Management?

ServiceNow ITSM has standard workflows enabling best practice out of the box, with an easy to use interface that is common across processes and functions, making adoption smooth and hassle free Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

The licensing model of ServiceNow can be overly complex Review collected by and hosted on G2.com.