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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Sid H.

Enterprise (> 1000 emp.)

2/15/2023

"Great tool for customer service"

5/5

What do you like best about ServiceNow IT Service Management?

Easy to use and works well. It can be a great tool if accompanied with a great team. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

The interface isn't the greatest. It is hard to find for the location to perform the actions. Review collected by and hosted on G2.com.

Enderson A.

Enterprise (> 1000 emp.)

5/6/2025

"Robist and Reliable"

5/5

What do you like best about ServiceNow IT Service Management?

I've been using ServiceNow Service Management tool in my role as an ITSM & IT Operations Manager, and it has been a game changer. The tool is robust and offers great capabilities that have significantly streamlined our processes. I'm particularly excited about the upcoming AI technology integration, which I believe will take our efficiency to the next level.

Highly recommend it! Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

I do not see any improvement point related to rhe services I use. Review collected by and hosted on G2.com.

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

ServiceNow IT Service Management is helping us streamline and automate our incident, problem, and change management processes. Previously, we faced delays due not centralized workflows and lack of visibility, but with ServiceNow, we now have a centralized platform that increases efficiency, improves accountability, and provides real-time insights. This has led to faster resolution times, better collaboration across teams, and an overall improvement in service delivery. Review collected by and hosted on G2.com.

Angela B.

Enterprise (> 1000 emp.)

5/8/2025

"Excellent product, simple to develop on thanks to so many ways to do things"

5/5

What do you like best about ServiceNow IT Service Management?

I like the way it allows us to build forms and offers simple and standardized ways to ask our end users and customers what they need help with. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

The fact that technicians (ITIL users) who work from tasks have to go back to the RITM to post comments that the Requester will see. And if the Requester posts comments they have to leave their Task workspace to see it. n Review collected by and hosted on G2.com.

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

I think the Service Operations Workspace and Now Assist will make our technicians lives much simpler. They will have one view with all the information they need without having to leave the instance and go to a new tab. Also, conversations are easily viewed and at the top of the workspace for them to see what is truly the problem and the progress to solve it. Review collected by and hosted on G2.com.

Verified User in Computer & Network Security

Mid-Market (51-1000 emp.)

8/27/2025

"Honest opinion on ServiceNow IT Service Management"

5/5

What do you like best about ServiceNow IT Service Management?

Honestly, the best thing about ServiceNow ITSM is how it brings everything into one platform like incidents, changes, requests – all tracked in a clean workflow. It saves a ton of back-and-forth emails and makes accountability clear Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

One drawback of ServiceNow IT Service Management is that it can feel heavy and complex. For new users it is not very intuitive and sometimes even small changes require admin help Review collected by and hosted on G2.com.

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

ServiceNow IT Service Management takes away the headache of chasing emails or remembering who is working on what. Everything sits in one place so I can easily track issues, see updates in real time, and know who is responsible. It saves me stress, speeds up resolutions, and makes my workday smoother Review collected by and hosted on G2.com.

Michael O.

IT application support specialist

Enterprise (> 1000 emp.)

12/3/2025

"Centralized Incident Management with Powerful Automation"

4.5/5

What do you like best about ServiceNow IT Service Management?

Centralized place to log, track and resolve incidents. Great workflows and automation reduce resolution time Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

Every change require deep knowledge. Hard to o train new admins Review collected by and hosted on G2.com.

Dhaval M.

Associate Network Manager

Information Technology and Services

Enterprise (> 1000 emp.)

1/21/2025

"ServiceNow for Customer experience improvement"

5/5

What do you like best about ServiceNow IT Service Management?

here in ServiceNow Note tab in resolution page was very much helpful we can share here our work notes and requirement with customent it will be available with request number permenently so in future some one can also refer the same. also best thing is we can configure workflow as per ITIL standerds and set custom alerts. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

some tooltips need to share regularly to ServiceNow user acording to his role. what happen in current senairio Servicenow having somuch features but as we are busy in day to day task not exploring more. using this flash tooltips we can lern small things regularly and it's impect to effective utilysation of servicenow. Review collected by and hosted on G2.com.

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

it's give transprancy between user and techsupport, what every users facing issue the raise concern using ServiceNow and as techsupport team we will get alert as we already configured and we can write our troubleshooting steps in worknote tab which is visible to user with if we have configured alerts then user received email on our worknotes. so that user also happy to see we are working on his issue towards resolutions. Review collected by and hosted on G2.com.

Manu K.

Senior Analyst-Workplace Services

Enterprise (> 1000 emp.)

12/29/2023

"Streamline IT Operations using ServiceNow"

5/5

What do you like best about ServiceNow IT Service Management?

Convinience in linking child/parent cassa Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

Please look into the delay which happens once in a while. Review collected by and hosted on G2.com.

Hansika P.

Web developer

Information Technology and Services

Mid-Market (51-1000 emp.)

10/2/2025

"Very fresh perspective of a ITSM tool"

5/5

What do you like best about ServiceNow IT Service Management?

I now appreciate the advanced reporting and analytics capabilities more, as well as the improved workflow automation that reduces repetitive tasks and enhances team efficiency. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

While the platform is excellent, a slightly faster learning curve for new users and some simplified UI elements could improve usability even further. Review collected by and hosted on G2.com.

Stuart S.

Senior Development Associate

Small-Business (50 or fewer emp.)

3/26/2025

"All you need to know about ServiceNow ITSM"

4.5/5

What do you like best about ServiceNow IT Service Management?

erviceNow IT Service Management - ITSM, one of the commonly used cloud-based solutions designed and crafted to automate IT services, smoothening the workflows and boost efficiency. It assists the businesses manage IT incidents, service requests, changes and problems in an organized and structured way. ServiceNow ITSM assist businesses to lower the operation timings, improve service delivery that boost the (UX) user experience and functioning of the user or present mates in the business. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

No dislike yet found to mention so far as it is really useful. Review collected by and hosted on G2.com.

Brandon W.

Enterprise (> 1000 emp.)

5/7/2025

"ServiceNow IT Service Management"

5/5

What do you like best about ServiceNow IT Service Management?

ServiceNow IT Service Management has transformed our IT service organization by leveraging features like Agent Chat and Advanced Work Assignment. We are able to provide support to customers in real-time as opposed to asynchronous channels like email. ServiceNow has allowed us to accelerate our maturity in areas like Request Management, Change Management, and Knowledge Management. Leveraging integrations and automations has allowed us to gain efficiencies and spend time on things that matter. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

The ability to customize can sometimes be problematic as consumers opt to customize rather than use OOB features and functionalities. Review collected by and hosted on G2.com.