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

(50)

Verified by ServiceNow IT Service Management

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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

AI at ServiceNow Infographic

G2 reviews are authentic and verified.

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terrance d.

Technical Consultant

Small-Business (50 or fewer emp.)

10/29/2025

"Comprehensive ITSM Solution That Covers All Enterprise Needs"

5/5

What do you like best about ServiceNow IT Service Management?

ServiceNow ITSM covers everything an enterprise requires to manage its business operations effectively. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

What’s not to appreciate about ServiceNow’s ITSM module? It offers a lot to like. Review collected by and hosted on G2.com.

Verified User in Insurance

Enterprise (> 1000 emp.)

11/20/2025

"Powerful of Service Workflow Automation"

4/5

What do you like best about ServiceNow IT Service Management?

Service workflow automation and interface configuration Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

The price and oppacityof real capabilities provoded in feature package Review collected by and hosted on G2.com.

Stephen E.

Enterprise (> 1000 emp.)

5/8/2025

"The ServiceNow ITSM platform is the premier option for companies"

5/5

What do you like best about ServiceNow IT Service Management?

Compared to other ITSM platforms, ServiceNow is very user friendly. It offers a straight forward user interface for non-technical and technical users alike. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

Some of the newer platform analytics are tedious to set up and require time to figure out. Could be quite a bit more user friendly. Review collected by and hosted on G2.com.

Pamela S.

Enterprise (> 1000 emp.)

5/6/2025

"Change Manager"

5/5

What do you like best about ServiceNow IT Service Management?

I like that it is configurable to your situation and not a process you have to be locked into Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

Getting the Service now team to do the actual configurations. I am actually here as a Change Manager to get insight to do the configurations myself since getting these items done are almost impossible. I am hoping that it is easy to pickup and gain insight so that the Service now team on my account will allow me to move forward. Review collected by and hosted on G2.com.

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

For changes, incident, problem, and the CMDB, it is linking them effectively (with the proper team in place). I worked on another account where the CMDB was not effective as it was not implemented in an efficient manner. Therefore, Service now is great if setup correctly Review collected by and hosted on G2.com.

Gyanadip P.

Process Lead

Enterprise (> 1000 emp.)

8/5/2025

"It's a good tool to track bugs and changes and service request with KPI information"

5/5

What do you like best about ServiceNow IT Service Management?

In service now you can track every details of the update on a bug what changes are done how much time it took for the fix is it in defined SLA or not .If it breaches SLA you can get that information as well. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

Sometime the service now does not generate mails to inform the involved people.and it's quite Difficult to get the owner information of the issue. Review collected by and hosted on G2.com.

Yastee Ajaykumar S.

student

Small-Business (50 or fewer emp.)

9/18/2025

"ServiceNow IT Service"

4/5

What do you like best about ServiceNow IT Service Management?

Modules like Incident, Change, Problem, Request, Knowledge Management, etc. are well-integrated. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

For new users, or teams with less mature IT processes, there’s a lot to get familiar with. Setup/configuration can be complex. Review collected by and hosted on G2.com.

Verified User in Building Materials

Enterprise (> 1000 emp.)

1/17/2025

"End to end solution for IT issue tracking"

5/5

What do you like best about ServiceNow IT Service Management?

Service now's predictive analytics can now actually forecast issues even before they blow up.

They also added tighter integrations with cybersecurity tools directly into ITSM workflows. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

Interface has improved but some modules feels like it was designed for admins not from every day users. Review collected by and hosted on G2.com.

Olu A.

Global Program PCI Lead

Enterprise (> 1000 emp.)

12/3/2024

"Leader of the Pack"

4.5/5

What do you like best about ServiceNow IT Service Management?

Recently Service now has implemented some new including automated change management and better mobile app interface/interaction. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

It's got some many features that sometimes if you don't ask, you won't know that the feature exists. It sometimes difficult to know that the feature exists. Review collected by and hosted on G2.com.

Shwetank S.

Consultant

Enterprise (> 1000 emp.)

2/11/2023

"It’s more easier to manage infrastructure with snow now"

5/5

What do you like best about ServiceNow IT Service Management?

It’s running really well specially after implementing service operations workspace also its AI capabilities are add ons Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

We can work on the system performance and its costing Review collected by and hosted on G2.com.

Siva Sankar C.

System Engineer

Mid-Market (51-1000 emp.)

6/10/2025

"Dependable ITSM Platform with Excellent UI and Powerful Automation"

5/5

What do you like best about ServiceNow IT Service Management?

Managing Incidents, Problems with perfect SLAs will help and track easily. Based on the few fields priority will change that is one of the best in ServiceNow. We can create a Flows that will help us to automate the process. Also we can integrate ServiceNow with other tools like Jira, Outlook etc. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

Although strong, the platform's extensive features might be overwhelming for first users. Initially setup and configuration especially for CMDB and processes may call for professional assistance. Review collected by and hosted on G2.com.