In my day-to-day work, it has made my workload much more manageable. So far, the performance has been consistently very good. We’re able to access the relevant data we need, while sensitive information stays protected from employees. SLA tracking is also much easier now. The notification system plays a significant role by alerting us on time. Review collected by and hosted on G2.com.

Initial implementation is often lengthy and requires more knowledge of the product. The license price is high. I have to face slow performance sometimes. Review collected by and hosted on G2.com.

ServiceNow IT Service Management provides a centralized platform to manage incidents, problems, changes, and service requests efficiently. The platform is highly configurable and allows organizations to automate workflows using tools like Flow Designer and Business Rules. The user interface is intuitive, and features like knowledge management, service catalog, and reporting help support teams resolve issues faster. Integration with other systems is also straightforward, making it easier to connect ITSM processes with external tools and improve overall service delivery. Review collected by and hosted on G2.com.

One downside of ServiceNow ITSM is that the platform can become complex when heavily customized, which may make maintenance and upgrades more challenging. Licensing costs can also be high for smaller organizations. Additionally, implementing advanced features sometimes requires strong platform knowledge, including scripting and platform architecture. The interface can feel overwhelming for new users because of the large number of modules, tables, and configuration options available. Review collected by and hosted on G2.com.

I like the quick view of ticket status and bottlenecks through dashboards, as it saves time from manually chasing updates. The automation for routine approvals and requests works really well for our team, making processes smoother. Additionally, the platform's automation and visibility improve IT support significantly by cutting down email back-and-forth, speeding up ticket routing, and improving visibility into recurring issues. Review collected by and hosted on G2.com.

I find the initial setup and customization feel complex, and the UI takes some getting used to for new team members. It took some effort configuring workflows and customizing modules required admin expertise, so it wasn't plug-and-play, but it got easier once set up. Review collected by and hosted on G2.com.

One of its biggest strengths is having a single system of record. Incidents, problems, changes, and assets all live in one place, which makes it much easier to keep everything organized and consistent.

The self-service experience is also a big win Review collected by and hosted on G2.com.

Closely related is the cost. Licensing isn’t cheap, and once you factor in implementation partners, developers, and the ongoing admin overhead, it can add up quickly. Review collected by and hosted on G2.com.

I love using ServiceNow IT Service Management for its seamless ticket routing automation and deep integration with the CMDB, which centralizes all active incidents into a single interface. This makes monitoring complex user requests and managing cross-departmental assignments simple and clear. The automated SLA tracking is incredibly reliable, providing our team with a structured approach to prioritize high-level technical tasks. The integration with Microsoft 365 and Microsoft Entra ID also helps by automating ticket generation from emails and streamlining identity management. Review collected by and hosted on G2.com.

The user interface is too heavy and causes noticeable delays or lag when loading large ticket queues during peak hours. Also, configuring custom reporting or changing minor routing rules on the admin side is overly complex and has a steep learning curve for new team members. It needs a lighter, more intuitive dashboard. For custom reporting, building simple dashboards requires navigating through too many database tables and conditions, which feels unnecessary for daily tracking. For new team members, the learning curve is steep because the terminology and access permissions are confusing. It takes too much manual onboarding time just to teach them how to create basic filters and route tickets correctly. Review collected by and hosted on G2.com.

The flexibility that allows you to configure and required things and wide range of ITSM practices and user friendly interface allows quick way of understanding and commit to the requirements. Review collected by and hosted on G2.com.

Lot of versions that are available in ServiceNow it's different to choose the right one and also the time to sync the data that is with the buffer time makes users frustrated. Review collected by and hosted on G2.com.

ServiceNow IT Service Management provides a centralized platform to manage incidents, requests, problems, and changes efficiently. I especially like its flexibility, automation capabilities, integrations, and ability to customize workflows based on business requirements. Review collected by and hosted on G2.com.

The platform has a lot of features and configuration options, so it can take some time for new users to understand and navigate. Some customizations and advanced implementations may also require technical expertise and proper planning. Review collected by and hosted on G2.com.

I use ServiceNow IT Service Management for quick delivery of solutions for team members. I like the direct ease of use and appreciate the collaboration and resolution speed it offers. I enjoy the suite of tools and the ease of use and out-of-the-box tools. The initial setup was very easy to get up and running thanks to ServiceNow IT Service Management and our representative. Review collected by and hosted on G2.com.

I have issues with whiteboard management and challenges with adopting major incident management due to using an older version. Training the staff and expediting the process are concerns as we move toward major incident management. Review collected by and hosted on G2.com.

ServiceNow ITSM is the gold standard in the industry. It’s easy to scale and manage, and since our business supports several sectors that are very different in terms of their needs, the flexibility of the application has allowed us to do wonders. Review collected by and hosted on G2.com.

Nothing much that stands out but it’s a great application overall. Review collected by and hosted on G2.com.

This is a superb platform that we still use to submit IT service tickets. Its user interface is easy to navigate and there are different types of navigability functions we can use to search tickets of different categories. All of which provide a fairly seamless user experience. Review collected by and hosted on G2.com.

User interface can sometimes be altered unexpectedly with each software update. This takes some getting used to each time to know where the new buttons are located, but it is still relatively easy to pick up after a little toiling around. Review collected by and hosted on G2.com.