--- title: ServiceNow IT Service Management Reviews meta_title: 'ServiceNow IT Service Management Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1986 reviews by the users' company size, role or industry to find out how ServiceNow IT Service Management works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 1986 scale: '5' date_modified: '2026-09-28' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # ServiceNow IT Service Management Reviews **Vendor:** ServiceNow **Category:** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) **Average Rating:** 4.5/5.0 **Total Reviews:** 1,986 **AI Verified:** At least 10 G2 reviewers have confirmed using this product's AI features and functionality. ## About ServiceNow IT Service Management ServiceNow IT Service Management (ITSM) is a cloud-based IT service management solution built on the ServiceNow AI Platform that helps IT organizations manage the full lifecycle of IT service delivery, from incident detection to resolution, service requests to change management, on a single platform with a unified data model. ServiceNow ITSM is used by IT teams across industries including financial services, healthcare, technology, manufacturing, and government. It is designed for organizations that need to manage high volumes of IT service requests, incidents, and changes while reducing manual effort and improving response times. Typical users include service desk agents, incident managers, change managers, problem managers, IT operations leaders, and platform administrators. Core capabilities include: 1) Incident management: Automatically classify, prioritize, route, and resolve incidents using AI. AI agents can handle routine issues end-to-end without human intervention, from password resets to common access requests, while escalating complex cases to the right team with full context attached. 2) Change management: Assess risk, automate approvals, and manage change schedules with CMDB-powered impact analysis. Standard and low-risk changes can be automated to reduce bottlenecks, while high-risk changes go through structured review workflows. 3) Problem management: Identify root causes of recurring incidents and create known error records to prevent repeat issues. Problem workflows connect directly to incident data, so patterns surface faster and fixes reach the service desk without manual handoffs. 4) Service request fulfillment: Provide employees with a self-service catalog backed by AI-powered search and a virtual agent that can resolve common requests without a ticket reaching a human agent. 5) Knowledge management: Capture, organize, and surface institutional knowledge so agents and employees can find answers faster. AI suggests relevant knowledge articles during incident handling and self-service interactions, reducing repeat work across the service desk. ServiceNow ITSM uses platform-native AI and AI agents to automate routine IT work that traditionally required manual effort such as ticket classification, assignment, initial diagnosis, and common resolutions. This is distinct from bolt-on AI tools because the AI operates on the same data model as the service management workflows, which means it has real-time access to the CMDB, incident history, change schedules, and knowledge base without requiring separate integrations. The product also connects to ServiceNow IT Operations Management (ITOM), enabling organizations to extend from reactive IT service delivery to proactive and autonomous service operations. When ITSM and ITOM run on the same platform, operational events detected in the infrastructure can automatically generate and route incidents, attach root cause context, and trigger resolution workflows, ultimately reducing the gap between when an issue occurs and when it's resolved. ServiceNow ITSM aligns with ITIL practices and supports organizations at various stages of IT maturity, whether they are consolidating from fragmented point tools or extending an existing ServiceNow deployment into AI-driven automation. ## ServiceNow IT Service Management Pros & Cons Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews. **What users like:** - Users appreciate the **ease of use** of ServiceNow IT Service Management, simplifying management and reporting tasks efficiently. (163 reviews) - Users value the **rich functionality** of ServiceNow ITSM for efficient incident management and streamlined processes. (110 reviews) - Users commend the **streamlined efficiency** of ServiceNow IT Service Management for tracking and improving IT service delivery. (100 reviews) - Users value the **extensive and customizable features** of ServiceNow IT Service Management, benefiting from its continuous evolution and community support. (93 reviews) - Users appreciate the **strong automation capabilities** of ServiceNow, enhancing operational efficiency and streamlining IT operations seamlessly. (84 reviews) - Users value the **easy integration with external tools** , enhancing flexibility and improving overall IT service management. (81 reviews) - Service Management (65 reviews) - Productivity Improvement (52 reviews) - Users value the **collaborative features** of ServiceNow ITSM, streamlining ticket management and enhancing workflow efficiency. (51 reviews) - User Interface (50 reviews) **What users dislike:** - Users find the **learning curve steep** , requiring significant effort and prior knowledge to utilize ServiceNow effectively. (70 reviews) - Users find the **licensing and implementation costs too high** , which can be a barrier for smaller organizations. (59 reviews) - Users find the **complexity** of configuring and customizing ServiceNow overwhelming, especially without dedicated expertise or training. (53 reviews) - Users find the **limited customization** in ServiceNow ITSM can lead to difficulties in obtaining desired data effectively. (51 reviews) - Users face **customization difficulties** with ServiceNow IT Service Management, particularly due to its complexity and high costs. (47 reviews) - Complex Setup (45 reviews) - Steep Learning Curve (36 reviews) - Not User-Friendly (33 reviews) - Pricing Issues (31 reviews) - Slow Performance (28 reviews) ## ServiceNow IT Service Management Reviews ### 1. Centralized System with Customization Challenges **Rating:** 3.5/5.0 stars **Reviewed by:** Brie G. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like that ServiceNow IT Service Management consolidates knowledge into one area and makes tracking issues easier. It provides one place for us to use instead of having various processes and tracking in different tools. **What do you dislike about ServiceNow IT Service Management?** It's difficult to do out of the box actions and customizations without adding a lot of additional overhead to the support team. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I find ServiceNow IT Service Management consolidates our knowledge in one area and simplifies tracking issues, providing one place for us to use instead of managing various processes in different tools. ### 2. Streamlined IT Management, A Breeze to Configure **Rating:** 5.0/5.0 stars **Reviewed by:** Purnashis B. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like the ease of use that ServiceNow IT Service Management offers. The workflows and forms are brilliant to use and configure, allowing me to develop workflows easily and offer them to our customers. The initial setup is very easy. **What do you dislike about ServiceNow IT Service Management?** Migration is not easy to migrate from one instance to another. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to manage IT services at an enterprise level, and I find the workflows and forms easy to use and configure, helping to develop workflows easily and offer them to our customers. ### 3. ITSM Provides What You Need, Your Company Needs to Stay on Top of the Solution **Rating:** 2.5/5.0 stars **Reviewed by:** Catherine P. **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 06, 2026 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about ServiceNow IT Service Management?** I like that ITSM offers users a place to solve IT problems. Often, the solution is easy, and just needs to be found in a knowledge article. It’s the user one stop shop. **What do you dislike about ServiceNow IT Service Management?** I dislike the user friendliness. Our solution is clunky, doesn’t have nearly as many services that we need for our user base, and the knowledge is outdated, leading to a poor user experience and making it hard on the technician side. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** - self help - MTTR - user confidence - correct work routing ### 4. Intuitive Interface with Impressively Detailed Insights **Rating:** 5.0/5.0 stars **Reviewed by:** Mayank G. | Consultant, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** This review contains authentic analysis and has been reviewed by our team **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** May 14, 2026 **What do you like best about ServiceNow IT Service Management?** Its the interface that i like the most and detailing about everything **What do you dislike about ServiceNow IT Service Management?** Sometimes too many options while opening a change or request are too cumbersome **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It helps in managing the business SLA and how we can track an individual’s productivity like how many tickets they have closed ### 5. Empowers Automation with User-Friendly Interface **Rating:** 5.0/5.0 stars **Reviewed by:** Ryan S. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I really like the service portal and service catalog in ServiceNow IT Service Management. They allow users to navigate and submit requests and incidents easily, acting as the front-end customer-facing interface that end users turn to when they need help. Additionally, I found the initial setup of ServiceNow IT Service Management to be easy. **What do you dislike about ServiceNow IT Service Management?** Reportability can be difficult for complex reports when reporting on RITMs. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management automates processes through the service catalog and integrations, making it easier for users to navigate, submit requests, and incidents. ### 6. Streamlined Service Requests **Rating:** 4.0/5.0 stars **Reviewed by:** Cortlyn H. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** September 10, 2026 **What do you like best about ServiceNow IT Service Management?** Ability to easy manage cases and incidents in a streamlined manor. **What do you dislike about ServiceNow IT Service Management?** The search functionality is not the best. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Case management, incident response, knowledge articles, etc. ### 7. Flexible Yet Challenging to Configure **Rating:** 4.0/5.0 stars **Reviewed by:** Yakub A. | IT consultant, Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like the flexibility in the flow configuration of ServiceNow IT Service Management. It's valuable because actions can be customized as needed. Also, the initial setup was easy. **What do you dislike about ServiceNow IT Service Management?** I find client scripts, variable sets, and type specification for catalog items building challenging. Especially, variable sets are difficult to work with when building catalog items. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for incident request and change management. It solves request fulfillment, incident and change management. The flexibility in flow configuration is great, allowing actions to be customized as needed. ### 8. ServiceNow - IT Service Management product review **Rating:** 5.0/5.0 stars **Reviewed by:** Manoj N. | ServiceNow Solution Specialist, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** December 16, 2025 **What do you like best about ServiceNow IT Service Management?** IT Service Management enables rapid restoration of services by following effective incident management procedures. Through structured change management and the necessary approvals, changes and deployments within the IT infrastructure are carried out with careful planning, thorough reviews, and reliable backup and restore processes. Additionally, problem management within ITSM plays a key role in minimizing the occurrence of incidents. **What do you dislike about ServiceNow IT Service Management?** With the high volume of tickets being created, it's important to have strong AI capabilities for automatically assigning them. The Predictive Intelligence feature seems promising, but it requires at least 10,000 tickets to train the model effectively. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow provides a clear Incident and Change Management process, which, when combined with a well-maintained Configuration Management Database, greatly assists in managing IT operations efficiently. ### 9. Integrates within existing workflows **Rating:** 4.0/5.0 stars **Reviewed by:** Simon H. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 30, 2026 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about ServiceNow IT Service Management?** From an end user perspective, the integration helps pull data across multiple internal sources making employees more productive **What do you dislike about ServiceNow IT Service Management?** I’m not sure I can answer this as I don’t have admin rights and am just end user. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Ultimately streamlining end to end workflows, increasing productivity ### 10. Revolutionized ITSM with AI and Comprehensive Module Access **Rating:** 5.0/5.0 stars **Reviewed by:** Craig G. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I really appreciate the AI capabilities in ServiceNow IT Service Management. They add a lot of value to my work. I also like that all the data is accessible across the various modules, which makes it really convenient to manage everything seamlessly. **What do you dislike about ServiceNow IT Service Management?** I have issues with the change module, but it's due to being over-customized on our part. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for overall management of ITSM products, reducing MTTR, and increasing CSAT. I like the AI capabilities and access to data across various modules. ### 11. Integrated Platform for Streamlined IT Operations **Rating:** 5.0/5.0 stars **Reviewed by:** Laurel E. | Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like the singular integrated platform of ServiceNow IT Service Management the most because it keeps all our information in one location, making it easy to manage. Our setup and implementation process was also simple, thanks to working with an implementation partner and staying out of the box where possible. **What do you dislike about ServiceNow IT Service Management?** Nothing. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to address our Incident Management, Change Management, Request Fulfillment, and Knowledge Management needs. The singular integrated platform makes managing all our information easy as everything is located in one place. ### 12. Essential for IT Risk Control, Easy Setup **Rating:** 3.5/5.0 stars **Reviewed by:** Tonya H. | Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like ServiceNow IT Service Management for its ability to record and track work in our environment, document issues, and help us work on resolving IT issues for our community. It effectively handles incidents for issue intake, provides risk control in our environment through change management, and supports tracking problems to create preventative actions. The initial setup was also pretty easy. **What do you dislike about ServiceNow IT Service Management?** nothing **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to track incidents and changes, control risks, and document and resolve IT issues, improving our community's overall IT environment. ### 13. Easy Catalog Creation and Flow Building **Rating:** 5.0/5.0 stars **Reviewed by:** Ankit S. | End User Computing Senior Analyst, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** It’s very easy to create catalog items and build flows. **What do you dislike about ServiceNow IT Service Management?** It should notify administrators when a new plugin version is available for the installation which is currently missing. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** We moved to ServiceNow ITSM in 2023 and since then the management has become very easy, it has everything at one platform. ### 14. OOTB best tool **Rating:** 5.0/5.0 stars **Reviewed by:** Adi S. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** September 10, 2026 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about ServiceNow IT Service Management?** Impressive out-of-the-box workflow, especially for problem management. **What do you dislike about ServiceNow IT Service Management?** Customization caused multiple issues during upgrades **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Core IT issues, including incident management, problem management, and change management. ### 15. Exceptional Interface, Reporting Needs Improvement **Rating:** 5.0/5.0 stars **Reviewed by:** Jessica S. | Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like the ServiceNow IT Service Management interface, particularly how it allows me to see records from different tables on the same page, like request records and incident records in the same view. This feature is very helpful. **What do you dislike about ServiceNow IT Service Management?** It is very challenging to build meaningful reports easily, to show management mean time to resolution for example. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for incident, change, and knowledge management. The SOW interface allows me to view records from different tables on the same page, which is very helpful. ### 16. Effortless Custom Dashboards with Streamlined Change Tracking **Rating:** 4.5/5.0 stars **Reviewed by:** Yash R. | Packaged App Development Analyst, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** April 28, 2026 **What do you like best about ServiceNow IT Service Management?** The platform facilitates the effortless creation of customized dashboards, along with the streamlined review and documentation of changes and issues.. **What do you dislike about ServiceNow IT Service Management?** Sometimes it's confusing for beginners, and going through the reports section is a bit of a task for me, filtering and all for the report panel, it causes some issues for me sometimes. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Our organization has leveraged ServiceNow for application management support, enabling business users to efficiently submit issue tickets. This system also facilitates the comprehensive tracking of both major and minor system changes, ensuring a traceable record for future reference. ### 17. ServiceNOW IT Service Management streamlines the Incident, Change, Problem management modules. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** June 12, 2020 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about ServiceNow IT Service Management?** The Unified Platform Automation and Workflow, Self-Service Portal, Reporting & Dashboards, Scalability, Configurability, ITIL alignment are the best features in ITSM **What do you dislike about ServiceNow IT Service Management?** Licensing is further growing more expensive compared to how it was a few years back **Recommendations to others considering ServiceNow IT Service Management:** Its the best ITSM product with innovative modules released in every newer release on version providing the end-users a ton of features. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** IT Solutions and Operations are streamlined in detail with the process orientation ### 18. Exceptional **Rating:** 5.0/5.0 stars **Reviewed by:** Zaid Mohiuddin M. | Mid-Market (51-1000 emp.) **Validated Reviewer:** This review contains authentic analysis and has been reviewed by our team **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** September 10, 2026 **What do you like best about ServiceNow IT Service Management?** Helps resolve critical issues and minimize stress **What do you dislike about ServiceNow IT Service Management?** I get overwhelmed with UI in the VTB section **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** We help our clients minimize their SLA times ### 19. Super ServiceNow **Rating:** 5.0/5.0 stars **Reviewed by:** Jo B. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 29, 2026 **What do you like best about ServiceNow IT Service Management?** Highly effective tool to manage high volume, fast paced workflows. Great ability to track workflow through dashboard and monitor various risk aspects and data insights **What do you dislike about ServiceNow IT Service Management?** nothing ! I find the tool user friendly **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Continually review and improve our processes, making time and cost efficiency gains. ### 20. Keeps Requests Organized, but Can Feel Complex for New Users **Rating:** 3.5/5.0 stars **Reviewed by:** Joshua C. | Student, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** April 21, 2026 **What do you like best about ServiceNow IT Service Management?** It keeps everything organized in one place and helps the team respond faster and keeps communication clear. It makes tracking requests easier so nothing gets missed. **What do you dislike about ServiceNow IT Service Management?** It can feel a bit complex at times, especially for new users. Some tasks require more steps than I expect, and the interface can be overwhelming at first until you get used to how everything is laid out. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It keeps work organized, improves response times, and makes it easier to communicate with users. Overall, it helps the team stay on top of tasks and provide more consistent support. ### 21. Streamlined Incident Management with Easy Customization **Rating:** 5.0/5.0 stars **Reviewed by:** anusha p. **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like how ServiceNow IT Service Management makes it easy to track issues. I appreciate the forms and how easy it is to add fields. I also enjoy the ability to add categories and subcategories based on assignment groups. Overall, it's all great. **What do you dislike about ServiceNow IT Service Management?** Nothing **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management makes it easy to track issues, allowing me to manage tickets, incidents, problem, and change. It also provides forms that are easy to add fields to, with the ability to add categories and subcategories based on assignment groups. ### 22. Automation Excellence with Room for Improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Pranit D. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like the automation part of ServiceNow IT Service Management which can reduce a lot of manual work. I use the flow designer to perform some automations; for example, I recently created a flow which clears the data of a specific table on a weekly basis, preventing lots of incidents. **What do you dislike about ServiceNow IT Service Management?** I think it's good but there are a lot of subscriptions. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to automate processes, reducing manual work. It helps me create flows, like clearing table data weekly to prevent incidents. ### 23. Good **Rating:** 3.5/5.0 stars **Reviewed by:** Patrick B. | Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** September 10, 2026 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about ServiceNow IT Service Management?** The ability to collaborate with many groups **What do you dislike about ServiceNow IT Service Management?** Sometimes I have issues with ITSM modules **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Ee have a lot of problems with its. ,ofuled ### 24. Boosts IT Efficiency with Room for Flexibility **Rating:** 4.0/5.0 stars **Reviewed by:** Erick L. | Senior Supply Planner - ANZ, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like the SLA management and performance management features in ServiceNow IT Service Management. These features help me identify customer problem areas that require focus and provide visibility on lead times to resolve them. **What do you dislike about ServiceNow IT Service Management?** It would be good to have better incident reviews with access more flexible. Currently, incident access is restricted to the ticket raiser. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for IT service and incidents management. It provides visibility on efficiency and operations, identifies customer problem areas, and highlights lead time to resolve them. ### 25. Effortless IT Management, Quick Value Realization **Rating:** 5.0/5.0 stars **Reviewed by:** Joseph G. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like that ServiceNow IT Service Management is easy to use and set up, which leads to a quick time to value. The easy configuration and migration contribute to a smooth experience, and I appreciate how it consolidates all our IT documentation in one place. **What do you dislike about ServiceNow IT Service Management?** UI could be better **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to manage my IT service desk, consolidating all our IT documentation in one place. It's easy to use and set up, offering quick time to value with easy configuration and migration. ### 26. Unified Access Requests, INC, Forms, and Tasks in One Place **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** April 29, 2026 **What do you like best about ServiceNow IT Service Management?** I like that we can have access request, INC, Forms, Tasks, etc into one place. So we can follow up the end user issue easily. What I want to say is that is unified. **What do you dislike about ServiceNow IT Service Management?** There nothing I don't like. For me is q perfect CRM system for ticketing. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It helps for follow up with end users, everything can be in works notes, even if another agent takes the case they can continue the troubleshooting. Also, we can have all user company details, email, manager, location in the profile section. ### 27. Efficient Ticket Tracking with Easy Low-Code Solutions **Rating:** 4.0/5.0 stars **Reviewed by:** soundarya r. | Enterprise (> 1000 emp.) **Validated Reviewer:** This review contains authentic analysis and has been reviewed by our team **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** June 17, 2026 **What do you like best about ServiceNow IT Service Management?** I like ServiceNow IT Service Management because it helps me track my team's progress and the low code part makes it easy for non-developers to code. **What do you dislike about ServiceNow IT Service Management?** I think explaining the trends with more pictures could be improved. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management helps me track incidents and tickets. It allows me to track my team's progress easily, and the low-code part enables non-developers to code easily. ### 28. One of the Best ITSM Tools for Risk, Ticketing, Change, and Reporting **Rating:** 5.0/5.0 stars **Reviewed by:** Sanket K. | Senior Server System Administrator, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** February 23, 2026 **What do you like best about ServiceNow IT Service Management?** In my experience, this is one of the best ITSM tools, with very detailed capabilities for Risk Management, Ticketing Management, Problem Management, and Change Management. It also includes strong tracking features and some of the best reporting tools I’ve used. **What do you dislike about ServiceNow IT Service Management?** In my experience using the ServiceNow IT Service Management tool, I haven’t encountered any issues. Its attention to even the smallest details of IT service management has been genuinely helpful and has supported both my growth and my team’s. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It is solving the best approach about RISK management and Change Management keeping tracks of all the changes happening in my large infra and also helping me keeping track of risks associated with the existing out of warranty, out of scope devices. ### 29. Best product on the market **Rating:** 4.5/5.0 stars **Reviewed by:** Stephanie M. **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 06, 2026 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about ServiceNow IT Service Management?** Best aspect of servicenow ITSM is the transparency and data behind the metrics. If we notice an issue, we have the data to back it up. Having everything in one place and not having to navigate to other applications for Knowledge, hardware info, user info, etc. **What do you dislike about ServiceNow IT Service Management?** Sometimes it feels like there is too much and can be overwhelming. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I am the Tier II manager and Knowledge Manager. It helps me keep all the data together and keeping tech accountable for their issues and knowledge articles. ### 30. Efficient Tracking with Quick Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Dr. Atul G. | Enterprise (> 1000 emp.) **Validated Reviewer:** This review contains authentic analysis and has been reviewed by our team **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like ServiceNow IT Service Management for its end-to-end tracking capabilities. The interface is something I really appreciate, and the out-of-the-box processes make it super easy to implement since I can just get the plugin added without any hassle to configure the form. The initial setup was quick and super fast. **What do you dislike about ServiceNow IT Service Management?** I have issues with integration with other modules due to the task table. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for end-to-end tracking of incidents, changes, problems, and knowledge, which makes management efficient and streamlined. ### 31. Strong Integrations, but a UI That Can Be Hard to Navigate **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** August 10, 2026 **What do you like best about ServiceNow IT Service Management?** I like the range of other apps that ServiceNow integrates with. **What do you dislike about ServiceNow IT Service Management?** The UI is difficult to use, and I often can’t navigate back to the parent tickets. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** gives a good view of what is happening with particular CI's ### 32. Robust Workflow Automation with Complex Setup **Rating:** 4.0/5.0 stars **Reviewed by:** mauricio m. | Customer Support Agent, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Organic:** Organic review. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** March 27, 2026 **What do you like best about ServiceNow IT Service Management?** I like how the workflow automation stands out in ServiceNow IT Service Management. It helps us to route tickets to certified admins and improves our resolution time. The UI or dashboard was also great and supported IT into predictable and scalable operations very well. **What do you dislike about ServiceNow IT Service Management?** Reporting was kind of clunky, and also discovery feature could miss assets. Initial setup was kind of complex, but manageable through proper planning. Definitely, not beginner friendly. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management tracks hardware assets, manages the asset life cycle, automates calculations, and provides a self-service portal. The workflow automation routes tickets efficiently, improving resolution time and supporting IT in predictable operations. ### 33. Easy to Train with Insightful Data, but Advanced Features Require Extra Modules **Rating:** 3.5/5.0 stars **Reviewed by:** Vishwakant P. | Senior Engineer, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** June 09, 2026 **What do you like best about ServiceNow IT Service Management?** Easy trainability, being able to get meaningful data from the interactions **What do you dislike about ServiceNow IT Service Management?** We have to buy separate modules for everything advanced **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Multi department utility, same product can be used for different applications. ### 34. Streamlined IT Operations with Robust Workflow Automation **Rating:** 4.5/5.0 stars **Reviewed by:** Gana S. | Associate Consultant, Consulting, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** October 10, 2025 **What do you like best about ServiceNow IT Service Management?** I love the smooth communication it facilitates between support teams and end users, enhancing our IT operations. The automation features streamline dialing and maintain service quality. The platform makes managing workflows easy across different departments. I appreciate the powerful reporting and dashboard capabilities, which enhance monitoring and performance improvements. The seamless integration with tools like Microsoft Teams, Active Directory, and Jira is impressive, making workflows smooth and efficient. The regular updates and continuous innovation keep the product evolving with our changing needs, consistently delivering value and efficiency. **What do you dislike about ServiceNow IT Service Management?** I find the customization process in ServiceNow IT Service Management to be quite complex and time-consuming. Although the platform's flexibility is one of its greatest strengths, the setup can feel overwhelming, especially for teams that lack deep technical expertise. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow centralizes IT workflows, eliminating manual tasks and delays. It enhances communication, boosts security visibility, and ensures efficient ticket resolution, improving overall service quality and departmental workflow management. ### 35. Effortless Navigation, Organized Workflow **Rating:** 5.0/5.0 stars **Reviewed by:** William O. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I find ServiceNow IT Service Management to be easy to navigate, which is a big plus for me. It keeps our work organized, which is essential for managing incidents, requests, and changes efficiently. The initial setup was relatively easy, and this ease of getting started was a great benefit. **What do you dislike about ServiceNow IT Service Management?** I'm not sure what is included in our ITSM licensing. I'd like to know more about special features we might not be using at Jupiter Medical Center. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management helps keep our work organized. ### 36. Comprehensive IT Management with Setup Challenges **Rating:** 3.5/5.0 stars **Reviewed by:** Anand S. | Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I find ServiceNow IT Service Management comprehensive and it covers all our needs, especially in managing ticket incidents and logging resolutions. Its capability to hold the knowledge base and move tickets to people makes our work easier. **What do you dislike about ServiceNow IT Service Management?** Managing transition, training our team, training end users, and managing change are challenging. Additionally, the initial setup could have been easier. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management makes it easier to manage L0 and L1 ticket resolution, log resolutions, hold the knowledge base, and move tickets to the right people. ### 37. Efficient Change Management with Easy Catalog Setup **Rating:** 4.5/5.0 stars **Reviewed by:** Aidan W. | Systems Analyst II - Cherwell Administrator, Oil & Energy, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like how catalog management and creating new catalog items in ServiceNow IT Service Management is quick and simple, even when we have complex requirements. It really helps simplify our catalog by reducing duplicates from our previous system. **What do you dislike about ServiceNow IT Service Management?** Configuring Risk Assessment customizations in Workspace view does not work well **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to reduce change management bloat from our previous system. It simplifies our catalog by reducing duplicates, and creating new catalog items is quick and simple even for complex requirements. ### 38. Flexible System with a Steep Learning Curve **Rating:** 4.0/5.0 stars **Reviewed by:** Mark B. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like the flexibility of ServiceNow IT Service Management. I also appreciate that data is accessible from all over the system. **What do you dislike about ServiceNow IT Service Management?** The internal system is difficult to understand for newly onboarded employees or staff used to other software. There should be trainings explaining the systematic of Service Offerings, Business Services and Application Services, as well as the CSDM. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for handling workflows and processing tickets efficiently. It provides the flexibility I need, and data is accessible throughout the system. ### 39. Standardized and ITIL-Compliant with Room for Flexibility **Rating:** 5.0/5.0 stars **Reviewed by:** anousone v. | Enterprise (> 1000 emp.) **Validated Reviewer:** This review contains authentic analysis and has been reviewed by our team **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I find ServiceNow IT Service Management easy to manage end-to-end processes. I appreciate that it's standard and ITIL compliant, making it highly valuable for our needs. Plus, we can use the tool out-of-the-box, which I really like. **What do you dislike about ServiceNow IT Service Management?** I think the flexibility to customize processes could be improved. Also, integration with other tools is an area where it can be challenging. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management is an easy tool to manage end-to-end processes, and it's standard and ITIL compliant, allowing us to use it out-of-the-box. ### 40. Review **Rating:** 5.0/5.0 stars **Reviewed by:** Leonard V. **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** is how it centralizes incidents, requests, changes, and workflows into a single platform. It makes operations much more organized, improves visibility, and helps automate a lot of repetitive manual work for support teams **What do you dislike about ServiceNow IT Service Management?** heavy customization can make the platform harder to maintain and upgrades more complicated over time **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** solving issues like fragmented support processes, manual ticket handling, lack of visibility, and slow resolution times. For me, the benefit is better workflow automation, centralized operations, and improved efficiency when managing incidents, requests, and service delivery ### 41. Easy Self-Service Forms and Helpful Articles **Rating:** 4.0/5.0 stars **Reviewed by:** Adran N. | Legal Technical Operations Manager, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** I like that I can direct users to fill out forms, and from there they can usually self-serve. There are also plenty of articles available that help explain how to complete different tasks. **What do you dislike about ServiceNow IT Service Management?** Integration with other search systems could be better. I’m not sure whether that’s something we need to handle on our side or if it depends on the platform’s available integrations. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It enables self-service and helps organize the work that other IT teams need to take on so everything can get done. ### 42. Effortless Incident Tracking with User-Friendly Interface **Rating:** 4.5/5.0 stars **Reviewed by:** Annie G. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like the interface of ServiceNow IT Service Management because it is user-friendly and can accommodate many users. It helps us achieve SLAs and log incidents to assign to the correct responders. I also appreciate how it helps my team to log tickets. The initial setup was very easy. **What do you dislike about ServiceNow IT Service Management?** nothing **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for tracking incidents, achieving SLAs, and logging tickets to assign to the right responders. The user-friendly interface accommodates many users, making log tickets easy for my team. ### 43. Powerful platform for enterprise IT workflows **Rating:** 4.0/5.0 stars **Reviewed by:** Sneha B. | Lead Developer, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 06, 2026 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about ServiceNow IT Service Management?** It provides strong workflow automation, customization, and integration capabilities while helping standardize IT operations and improve service efficiency **What do you dislike about ServiceNow IT Service Management?** The platform can become complex to manage at scale, and licensing costs are high for some advanced modules and customizations. Upgrades also require careful testing in heavily customized environments **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management helps centralize IT operations, automate manual workflows, improve incident and change management, and increase visibility across services and infrastructure. It has helped improve operational efficiency, standardization, and response times across teams. ### 44. Easy Issue Tracking with a User-Friendly Interface **Rating:** 4.0/5.0 stars **Reviewed by:** srikar k. | DevOps Engineer, Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** July 13, 2026 **What do you like best about ServiceNow IT Service Management?** easy to track the staus of the issue and user friendly interface **What do you dislike about ServiceNow IT Service Management?** it is only linked to jira if possible try give access to other Tools also **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Faster incident resolution through automated ticket routing and SLA tracking. Improved change management with structured approvals, reducing deployment risks and production issues ### 45. Seamless Integration, Every Day Management Powered **Rating:** 5.0/5.0 stars **Reviewed by:** Vinamra G. | Program Manager, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** I like the ease of integration with all the monitoring tools in ServiceNow IT Service Management. This feature is valuable to me because it means I don't have to rely on different monitoring tools. Additionally, I found the initial setup of ServiceNow IT Service Management to be easy. **What do you dislike about ServiceNow IT Service Management?** Event management failure and the need for integrations improvement. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use it for Incident Problem Change management and daily tasks. It integrates easily with monitoring tools, so I don’t have to rely on different ones. ### 46. Simplifies IT Management with Easy Configuration **Rating:** 5.0/5.0 stars **Reviewed by:** David S. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I love the ease of configuring and doing detailed data analysis with ServiceNow IT Service Management. Configuring platform features like SLAs and notifications is super simple, and doing deep dives into data to monitor trends and improvements across the organization is easier in ServiceNow than most platforms. **What do you dislike about ServiceNow IT Service Management?** Adopting new features could be easier. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management helps us resolve incidents and problems faster while managing change across the organization, and makes it easier to configure platform features and do data analysis. ### 47. Centralized Device Management with Quick Edits **Rating:** 4.5/5.0 stars **Reviewed by:** Joseph W. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like that ServiceNow IT Service Management serves as a central location for device info. I appreciate the feature of editing fields inline, which allows for quicker fixes without having to open full records. **What do you dislike about ServiceNow IT Service Management?** Keeping ServiceNow IT Service Management up-to-date as a scoped app user is challenging due to the reliance on the managing team for updates. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management as a central location for device info and like editing fields inline for quicker fixes without opening full records. ### 48. Comprehensive ServiceNow Coverage with Seamless Integrations and a Clear UI **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** June 15, 2026 **What do you like best about ServiceNow IT Service Management?** It cover all different aspects for ServiceNow, it integrates with all different systems, and UI is very clear, the only issue is the performance is not always quick. **What do you dislike about ServiceNow IT Service Management?** Performance is not always quick, it takes sometime to load the script. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** we need to have a stable and low maintenance platform and easy to integrate with other systems, servicenow provides all of those ### 49. First time visitor **Rating:** 5.0/5.0 stars **Reviewed by:** Henry h. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 29, 2026 **What do you like best about ServiceNow IT Service Management?** It’s really good forum and so much learning opportunities and definitely will come back next year. **What do you dislike about ServiceNow IT Service Management?** It’s a good tool. But need improvement like other. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** As a developer, it is good tool to use and help our users and clients. ### 50. Easy Ticket Tracking and Custom Forms with Now Assist **Rating:** 5.0/5.0 stars **Reviewed by:** Akhila A. | ServiceNow developer, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** It helps track tickets, and helps with easy to build customized forms. Portal with Now Assist helps end users to create requests and check ticket status. **What do you dislike about ServiceNow IT Service Management?** It already has a lot of OOB functionalities that can be used. Few limitations I found are html type variable is not visible on employee Center portal and click component test step cannot be used in reusable test cases in ATF. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ATF's are improving a lot with no coding required. Now assist with portal as well. ## ServiceNow IT Service Management Discussions - [aws solution architect training](https://www.g2.com/discussions/51509-aws-solution-architect-training) - 1 comment, 1 upvote - [Asset Tracking](https://www.g2.com/discussions/asset-tracking) - 1 comment, 1 upvote - [What is ServiceNow IT Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-it-service-management-used-for) - 2 comments - [What features of ITIL are utilized by the ServiceNow platform?](https://www.g2.com/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) - 1 comment - [What are the features of service management?](https://www.g2.com/discussions/what-are-the-features-of-service-management) - 1 comment - [View ServiceNow IT Service Management pricing details and edition comparison](https://www.g2.com/products/servicenow-it-service-management/reviews?page=8&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-09-28+09%3A23%3A43+-0500&secure%5Bsession_id%5D=e97f9f66-fe71-4996-a96d-72883778921f&secure%5Btoken%5D=cbed3b284763657cc27c8ad2fefbbb7f349c5b4a78cdb6796fc1cc113efe2708&format=llm_user) ## ServiceNow IT Service Management Features **Additional Functionality** - Widgets - Impact Management - Customizable Forms - Self Service Portal - License Management - Scheduled/Automated Reports - Task Management - Request Assignment - Help Desk Management - Surveys & Feedback - SSL Security - IT Asset Tracking - Knowledge Base Management - Compliance Management - Support Ticket Management - Single Sign On - Data Mapping - Client Portal - Service Level Agreement (SLA) Management - Activity Dashboard - Incident Management - Alerts/Escalation - Prioritization - Generative AI - Performance Monitoring - Email Management - Active Directory Integration - Third-Party Integrations - Alerts/Notifications - Collaboration Tools - Reporting & Statistics - Asset Lifecycle Management - Inventory Management - Data Import/Export - Access Controls/Permissions - Drag & Drop - Activity Tracking - AI Copilot - Workflow Management - Configuration Management - Problem Management - Configurable Workflow - IT Asset Management - API - Data Visualization - Change Management - Device Auto Discovery - Customizable Reports - Contract/License Management - Relationship Mapping - Customizable Fields - Support Ticket Tracking - Vulnerability Scanning - Data Aggregation and Publishing - Cost Tracking - Template Management - Lifecycle Management - Historical Reporting - Monitoring - Configuration Automation - Customizable Templates - Search/Filter - File Management - Status Tracking - Patch Management - Document Management - Real-Time Reporting - Real-Time Monitoring - Version Control - Task Progress Tracking - IT Cost Management - Archiving & Retention - Scheduling - Reporting/Analytics - User Management - Policy Management - Real-Time Analytics - Role-Based Permissions - Rules-Based Workflow - Audit Trail - Business Process Automation - Sarbanes-Oxley Compliance - Task Scheduling **Administration** - Change Management - Asset Management - Reports & Analytics - IT Asset Management - Knowledge Management - Project Management - Service Level Agreement (SLA) Management - Task Management - Service Request Management - Release Management - Configuration Management - Ticket Management - Workflow Management - Problem Management - Incident Management - Contract/License Management - Support Ticket Management - Knowledge Base Management - Capacity Management - Availability Management - Inventory Management **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring - Mobile Alerts - Email Alerts - Real-Time Monitoring - Real-Time Notifications **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration - Real-Time Notifications **Service Desk** - Help Desk - Incident Reports - Process Workflow - Customizable Reports **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Reporting** - Dashboards - Time Tracking - Surveys - Activity Tracking **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation - Real-Time Reporting **Generative AI** - 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