--- title: ServiceNow IT Service Management Reviews meta\_title: 'ServiceNow IT Service Management Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 1948 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: 1948 scale: '5' date\_modified: '2026-08-11' parent\_category: name: IT Management url: https://www.g2.com/categories/it-management --- # ServiceNow IT Service Management Reviews & Product Details Visit Website 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. * * * Product Website ServiceNow IT Service Management Seller [ServiceNow](https://www.g2.com/sellers/servicenow) Discussions [ServiceNow IT Service Management Community](https://www.g2.com/products/servicenow-it-service-management/discuss) Solution Type All-in-One Overview by Elijah Perry Show More ## Value at a Glance Averages based on real user reviews. ### Time to Implement 5 months [ View More Pricing Information ](https://www.g2.com/products/servicenow-it-service-management/pricing) ServiceNow Solutions (1) See how ServiceNow products can work together to solve real problems. [ ![Solution Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Solution Avatar Image") ServiceNow Autonomous IT SolutionBy ServiceNow ](/sellers/servicenow/solutions/servicenow-autonomous-it) Show More ## ServiceNow IT Service Management Integrations (81) What do users say about integrations? Verified by ServiceNow IT Service Management [ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Accreditation Manager ](https://www.g2.com/products/accreditation-manager/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") ActiveDirectory Domain Controller for Windows 2016 ](https://www.g2.com/products/activedirectory-domain-controller-for-windows-2016/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Agentforce Sales (formerly Salesforce Sales Cloud) ](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Aria ](https://www.g2.com/products/aria-aria/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") AWS Cloud Development Kit (AWS CDK) ](https://www.g2.com/products/aws-cloud-development-kit-aws-cdk/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Azure Active Directory Domain Services ](https://www.g2.com/products/azure-active-directory-domain-services/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Azure Pipelines ](https://www.g2.com/products/azure-pipelines/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Azure Portal ](https://www.g2.com/products/azure-portal/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Banner.so ](https://www.g2.com/products/banner-so/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") barista AI ](https://www.g2.com/products/barista-ai/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") BC Enterprise ](https://www.g2.com/products/bc-enterprise/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") BeyondTrust Remote Support ](https://www.g2.com/products/beyondtrust-remote-support/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Bullhorn ](https://www.g2.com/products/bullhorn/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") ChatGPT ](https://www.g2.com/products/chatgpt/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") CrowdStrike Falcon Cloud Security ](https://www.g2.com/products/crowdstrike-falcon-cloud-security/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") CrowdStrike Falcon Endpoint Protection Platform ](https://www.g2.com/products/crowdstrike-falcon-endpoint-protection-platform/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") CyberArk Privileged Access Manager ](https://www.g2.com/products/cyberark-privileged-access-manager/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Datadog ](https://www.g2.com/products/datadog/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Dynamics 365 Customer Service ](https://www.g2.com/products/dynamics-365-customer-service/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Dynatrace ](https://www.g2.com/products/dynatrace/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Elasticsearch ](https://www.g2.com/products/elastic-elasticsearch/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Elastic Suite ](https://www.g2.com/products/elastic-suite/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Everbility ](https://www.g2.com/products/everbility/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Freshdesk ](https://www.g2.com/products/freshdesk/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Genesys Cloud CX ](https://www.g2.com/products/genesys-cloud-cx/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") GitHub ](https://www.g2.com/products/github/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") GoAnywhere MFT ](https://www.g2.com/products/goanywhere-mft/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") GoTo Connect ](https://www.g2.com/products/goto-connect/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Issue Templates for Jira Cloud | Jira Templates ](https://www.g2.com/products/issue-templates-for-jira-cloud-jira-templates/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") ITA Group ](https://www.g2.com/products/itagroup-ita-group/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Jamf ](https://www.g2.com/products/jamf/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Jenkins ](https://www.g2.com/products/jenkins/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Jira ](https://www.g2.com/products/jira/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Jira Service Management ](https://www.g2.com/products/jira-service-management/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") LogicMonitor ](https://www.g2.com/products/logicmonitor/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Lumen SD-WAN ](https://www.g2.com/products/lumen-sd-wan/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Microsoft 365 ](https://www.g2.com/products/microsoft365/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Microsoft Entra ID ](https://www.g2.com/products/microsoft-entra-id/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Microsoft Excel ](https://www.g2.com/products/microsoft-excel/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Microsoft Exchange ](https://www.g2.com/products/microsoft-microsoft-exchange/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Microsoft Intune Enterprise Application Management ](https://www.g2.com/products/microsoft-intune-enterprise-application-management/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Microsoft Outlook ](https://www.g2.com/products/microsoft-outlook/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Microsoft Power BI ](https://www.g2.com/products/microsoft-microsoft-power-bi/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Microsoft SharePoint ](https://www.g2.com/products/microsoft-sharepoint/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Microsoft Teams ](https://www.g2.com/products/microsoft-teams/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Moogsoft ](https://www.g2.com/products/moogsoft/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") MoveSpring by Reward Gateway ](https://www.g2.com/products/movespring-by-reward-gateway/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Nexthink ](https://www.g2.com/products/nexthink/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Okta ](https://www.g2.com/products/okta/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") OpManager Nexus ](https://www.g2.com/products/opmanager-nexus/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Oracle Database ](https://www.g2.com/products/oracle-database/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Oracle PeopleSoft ](https://www.g2.com/products/oracle-peoplesoft/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") PagerDuty ](https://www.g2.com/products/pagerduty/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Palo Alto Cortex XSIAM ](https://www.g2.com/products/palo-alto-cortex-xsiam/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Perspectium DataSync ](https://www.g2.com/products/perspectium-datasync/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Ping Identity ](https://www.g2.com/products/ping-identity/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") PlanIt ](https://www.g2.com/products/enable-365-planit/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Proofpoint Core Email Protection ](https://www.g2.com/products/proofpoint-core-email-protection/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Responsive, formerly RFPIO ](https://www.g2.com/products/responsive-formerly-rfpio/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") SailPoint ](https://www.g2.com/products/sailpoint/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") SAP Concur ](https://www.g2.com/products/sap-concur/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") SAP ECC ](https://www.g2.com/products/sap-ecc/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") SAP Engagement Cloud (formerly SAP Emarsys) ](https://www.g2.com/products/sap-engagement-cloud-formerly-sap-emarsys/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") SAP LeanIX ](https://www.g2.com/products/sap-leanix/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") ServiceNow EmployeeWorks ](https://www.g2.com/products/servicenow-employeeworks/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") ServiceNow IT Service Management ](https://www.g2.com/products/servicenow-it-service-management/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Slack ](https://www.g2.com/products/slack/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") SolarWinds Database Observability ](https://www.g2.com/products/database-observability/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") SolarWinds Observability ](https://www.g2.com/products/solarwinds-worldwide-llc-solarwinds-observability/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Splunk AppDynamics ](https://www.g2.com/products/splunk-appdynamics/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Splunk Enterprise ](https://www.g2.com/products/splunk-enterprise/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Tanium ](https://www.g2.com/products/tanium/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Tanium Inc. ](https://www.g2.com/products/tanium-inc/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Timebutler ](https://www.g2.com/products/timebutler-timebutler/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Twilio ](https://www.g2.com/products/twilio/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") WaitWell ](https://www.g2.com/products/waitwell/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Windows Server ](https://www.g2.com/products/tidal-media-inc-windows-server/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Workday HCM ](https://www.g2.com/products/workday-hcm/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Zendesk for Customer Service ](https://www.g2.com/products/zendesk-for-customer-service/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Zoom Phone ](https://www.g2.com/products/zoom-zoom-phone/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Zoom Workplace ](https://www.g2.com/products/zoom-workplace/reviews) Show More ![Manket K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Manket K.") MK Manket K. Infra Engineer Enterprise (\> 1000 emp.) 7/28/2026 "Effortless Incident Management with Real-Time Updates" 5/5 What do you like best about ServiceNow IT Service Management? I use ServiceNow IT Service Management to track my daily tickets and incidents, and it simplifies incident and ticket management by keeping all requests in one place. I like the easy-to-use interface, centralized dashboard, and efficient ticket tracking. The centralized dashboard helps me keep all tickets in one place, prioritize important and critical incidents, and meet SLA deadlines. I appreciate how it allows me to communicate with users in real time and provide ticket updates, which helps me resolve tickets faster. The initial setup was very easy and didn't take much time, allowing anyone to set it up without prior knowledge. Review collected by and hosted on G2.com. What do you dislike about ServiceNow IT Service Management? One thing I would like to improve is the search functionality and implementing AI features on top of it. Even if an engineer has given a vague explanation on the ticket resolution, that feature should be able to understand the solution and explain it in a simpler way to the customer. It can be improved for better indexing, easily searching for KB articles, better and simpler filtering, and allow users to add little real-time features as per their convenience. Review collected by and hosted on G2.com. What problems is ServiceNow IT Service Management solving and how is that benefiting you? I use ServiceNow IT Service Management to track daily tickets and incidents. It simplifies incident management by centralizing requests, helping me prioritize tasks and meet deadlines. The real-time updates and easy interface enhance communication, making resolution faster and more efficient. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Vikas O.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Vikas O.") VO Vikas O. Administrative Mid-Market (51-1000 emp.) 7/19/2026 "Reliable IT Organization with SLA Tracking" 5/5 What do you like best about ServiceNow IT Service Management? I find that ServiceNow IT Service Management has cut down resolution times significantly, and the self-service portal reduces the need for back-and-forth emails. I like how it helps us track SLAs better and stay on top of resolution times, making it reliable for keeping our IT support organized. What I like most is the SLA tracking — it's made it much easier to stay on top of ticket deadlines and spot issues before they become bigger problems. I also appreciate how reliable it has been for my team, and I find it easy to recommend to colleagues, which is why I'd rate it a 10/10. Review collected by and hosted on G2.com. What do you dislike about ServiceNow IT Service Management? One thing that could be improved is the initial setup — it took a bit of time to configure things the way we needed. Review collected by and hosted on G2.com. What problems is ServiceNow IT Service Management solving and how is that benefiting you? I use ServiceNow IT Service Management to manage incident tickets and change requests, reducing resolution times and minimizing back-and-forth emails. It helps track SLAs and keeps our IT support organized. Review collected by and hosted on G2.com. Show More 7/27/2026 Current UserValidated ReviewerIncentivizedSource: G2 invite ST Shreya T. Engineering Information Services Enterprise (\> 1000 emp.) 7/24/2026 Business partner of the seller or seller's competitor, not included in G2 scores. "User-Friendly Incident Management Platform That Saves Time" 5/5 What do you like best about ServiceNow IT Service Management? It is a platform for managing incidents, request, changes so that we can work more efficienty . All these comes on one platform and it is used world wide. There are lot of fitures of applying filters in each category and find out the output as per our need. Dashboard is user friendly and it saves alot of time and helps IT sector to manages the work Review collected by and hosted on G2.com. What do you dislike about ServiceNow IT Service Management? From past few weeks, site is getting hanged. It cause a trouble. But also it get resolved soon. Also, a new user may take time to learn as they are so many thing that can be done on service now Review collected by and hosted on G2.com. What problems is ServiceNow IT Service Management solving and how is that benefiting you? ServiceNow IT Service Management centralizes all IT operational activities in one module, coordinating incidents, changes, problems, and service requests, which supports our entire company and ustomers. It also manages over 80% of our workflow requirements straight out of the box.I find ServiceNow IT Service Management easy for users to access for reporting or requesting, and it helps system administrators monitor overall status and health. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Tarique W.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tarique W.") TW Tarique W. Analyst Enterprise (\> 1000 emp.) 5/14/2022 "ITSM - Go to solution to deal with all IT related services" 4.5/5 What do you like best about ServiceNow IT Service Management? Gen AI skills for ITSM such as Incident summarization, incident resolution auto population, knowledge article creation with the incident data etc. reduce the incident closure time which makes the life easier for the agent Review collected by and hosted on G2.com. What do you dislike about ServiceNow IT Service Management? CSDM process is not clear to manage the CMDB. ServiceNow can make it easier to help the company adapt it Review collected by and hosted on G2.com. Recommendations to others considering ServiceNow IT Service Management: It is a great application that fulfills the business needs with the variety of modules. Review collected by and hosted on G2.com. What problems is ServiceNow IT Service Management solving and how is that benefiting you? Creating a solution with Flow Designer to deal with the issue that pops up in IT like issues in the hardware or software. The user can raise the request in the form of an incident and then the incident is taken care of by the agent. If the incident is raised multiple times then a Problem ticket is created and then after doing root cause analysis, a solution is provided either in the form of Change or in the form of Work Around. Creating catalog item to order the product or submit a request. Review collected by and hosted on G2.com. Show More 7/6/2026 Current UserValidated ReviewerIncentivizedSource: G2 invite ![Shaik S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Shaik S.") SS Shaik S. Full Stack Engineer Mid-Market (51-1000 emp.) 6/11/2026 "A Reliable Platform for Managing IT Services" 4.5/5 What do you like best about ServiceNow IT Service Management? What I like most about ServiceNow IT Service Management is how it brings all IT processes into a single platform. It makes it much easier to manage incidents, service requests, changes, and problems without switching between multiple tools. I also appreciate its automation capabilities, which help reduce manual work and improve response times. The user-friendly interface, strong reporting features, and ability to customize workflows make it valuable for both IT teams and end users. Overall, it helps organizations deliver faster, more efficient, and more consistent IT services. Review collected by and hosted on G2.com. What do you dislike about ServiceNow IT Service Management? One thing I dislike about ServiceNow IT Service Management is that it can feel overly complex, especially for new users. The platform offers a lot of functionality, but that can make navigation and configuration challenging without proper training. Customizations can also require significant time and effort to maintain, and some updates may introduce changes that require additional testing. While it’s a powerful tool overall, there can be a learning curve before teams are able to use it efficiently. Review collected by and hosted on G2.com. What problems is ServiceNow IT Service Management solving and how is that benefiting you? What benefits me the most is having a structured workflow where tickets, approvals, and updates are all in one place. It improves communication between development, operations, and support teams, which means fewer misunderstandings and faster resolution of issues. The automation features also reduce repetitive administrative tasks, allowing me to spend more time focusing on development work instead of manually tracking requests or status updates. Overall, it helps create a more organized and efficient environment for delivering and supporting applications. Review collected by and hosted on G2.com. Show More 6/16/2026 Current UserValidated ReviewerIncentivizedSource: G2 invite RH Ramkumar H. Senior Consultant Mid-Market (51-1000 emp.) 6/9/2026 "ServiceNow ITSM: Seamless Automation, Customizable Workflows, and Clear Reporting" 4.5/5 What do you like best about ServiceNow IT Service Management? What I like best about ServiceNow IT Service Management is how seamlessly it brings all IT processes together in one place. The platform makes it incredibly easy to track incidents, manage requests, and automate workflows without needing constant manual intervention. The interface is clean and intuitive, and the level of customization means it can adapt to almost any team’s needs. The real standout for me is the automation and workflow engine — it saves time, reduces errors, and keeps everything moving efficiently. Plus, the reporting and dashboards give clear visibility into performance and trends, which helps with smarter decision‑making. Review collected by and hosted on G2.com. What do you dislike about ServiceNow IT Service Management? What I dislike about ServiceNow IT Service Management is that some areas still feel overly complex and require more configuration than expected. While the platform is powerful, that power comes with a learning curve. Certain modules and workflows can be difficult to customize without deep technical knowledge, which sometimes slows down adoption for new team members. Performance can also lag during heavy usage, especially when running large reports or working with highly customized instances. Additionally, licensing and add‑on costs can add up quickly, making it harder for teams to scale without budget considerations. Despite these drawbacks, the platform’s strengths still outweigh the challenges. Review collected by and hosted on G2.com. What problems is ServiceNow IT Service Management solving and how is that benefiting you? ServiceNow IT Service Management is solving several key operational problems for us, and the benefits are noticeable across the board. The biggest problem it addresses is the lack of visibility and consistency in handling IT issues. Before ServiceNow, incidents and requests were scattered across emails, chats, and spreadsheets. Now everything is centralized, trackable, and prioritized properly, which reduces delays and miscommunication. It also solves workflow bottlenecks by automating repetitive tasks — things like approvals, routing, and notifications — so our team can focus on higher‑value work instead of manual follow‑ups. The platform’s reporting and dashboards help us identify trends, recurring issues, and areas for improvement, which leads to better decision‑making and more proactive IT operations. Overall, it’s helping us work faster, reduce errors, and deliver a more reliable experience to end users. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite KG KARRA G. Graduate engineer trainee Mid-Market (51-1000 emp.) 8/8/2026 Business partner of the seller or seller's competitor, not included in G2 scores. "“A Reliable Platform for Streamlining IT Service Management" 4.5/5 What do you like best about ServiceNow IT Service Management? What I like most about ServiceNow ITSM is that it makes managing incidents, requests, and changes much easier. Everything is organized in one place, and the automation helps reduce manual work. I also like that it is easy to track issues and see their status, which makes day-to-day work more efficient. Review collected by and hosted on G2.com. What do you dislike about ServiceNow IT Service Management? One thing I dislike is that some features can feel a little complicated at first, especially when setting up workflows or configurations. It can take some time to understand everything and get used to the platform. Also, some pages can feel a bit slow when working with a lot of data. Review collected by and hosted on G2.com. What problems is ServiceNow IT Service Management solving and how is that benefiting you? ServiceNow ITSM helps solve the problem of managing IT issues and requests in a scattered way. It keeps incidents, requests, and changes organized in one place, making it easier to track and prioritize work. For me, it saves time, reduces manual follow-ups, and makes it easier to see the status and progress of each issue. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Thank You page ![Mohammed R.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Mohammed R.") MR Mohammed R. it service desk manager Mid-Market (51-1000 emp.) 8/7/2026 Business partner of the seller or seller's competitor, not included in G2 scores. "All-in-One ITSM Platform with Time-Saving Automation and Real-Time Dashboards" 4.5/5 What do you like best about ServiceNow IT Service Management? I like most it service management everything lives on one platform incidents, problems changes and requests so there no switching between tools. The workflow automation (routing, approvals, notifications) saves a lot of manual effort, and the dashboards give quick real time visibility into ticket volume and sla compliance without extra report-building. The self service portal also helps cut down repetitive tickets since users can resolve simple issues on their own Review collected by and hosted on G2.com. What do you dislike about ServiceNow IT Service Management? The initial setup and configuration can pretty complex it often needs dedicated admin resources or consultants to get workflows tuned right. Licensing costs add up quickly especially as you add more modules or users. The UI while functional can feel a bit dated and isn't always intuitive for new users, so there's a learning curve. Performance can also lag a little bit when loading bigreports or heavily customized form . Review collected by and hosted on G2.com. What problems is ServiceNow IT Service Management solving and how is that benefiting you? ServiceNow ITSM has centralized our ticketing and workflows so nothing gets lost across scattered emails or spreadsheets. It's improved our SLA tracking and accountability everything is on time and visible in one dashboard. Automation has cut down repetitive manual work freeing up the team to focus on actual issue resolution instead of admin tasks. Overall it's led to faster response times and better visibility into recurring problems Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Emman C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Emman C.") EC Emman C. Engineering Supervisor - Process Surveillance Mid-Market (51-1000 emp.) 8/6/2026 "Decent Tool for Tracking IT Performance." 3.5/5 What do you like best about ServiceNow IT Service Management? As a Strategy & Portfolio Advisor at ExxonMobil, I use it mostly for pulling reports and checking trends. The dashboards give me a quick view of ticket volumes and resolution times across different teams. I like that I can see SLA compliance at a glance without having to ask operational folks for updates. It saves me time when I need to prepare slides for leadership reviews. The data is generally reliable and helps me understand which IT services are eating up resources. Review collected by and hosted on G2.com. What do you dislike about ServiceNow IT Service Management? Well for me the reporting interface feels a bit outdated. I spent way too long trying to customize a dashboard for our last portfolio review and ended up just exporting raw data into Excel. The filtering options aren't very intuitive either. Also sometimes the system loads slowly when I'm trying to pull large reports, which gets frustrating when I'm on a tight deadline before a meeting. Review collected by and hosted on G2.com. What problems is ServiceNow IT Service Management solving and how is that benefiting you? Getting IT performance data has always been a headache for us as I had to chase different teams for updates and things would eventually get lost. Now I can just log in and see what I need. This helps me spot trends, like which services have recurring incidents or where response times are slipping. That feeds into our resource planning and investment decisions. It's not perfect but it beats the old way of doing things. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Princeton S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Princeton S.") PS Princeton S. Research And Development Analyst Staffing and Recruiting Mid-Market (51-1000 emp.) 8/4/2026 "Smart Workflow Automation with an Intuitive Dashboard." 4/5 What do you like best about ServiceNow IT Service Management? The best thing I like about ServiceNow IT Service Management is its workflow automation. We had so many tickets coming into RP Staffing that it was difficult to track them all manually. The software started to set the ticket category and priority automatically, which saved our team from having to waste time on the same tasks over and over again. I also like the way its dashboard shows everything in one place & on one screen. I can see at a glance which ticket is at which stage and who needs to work on it. Review collected by and hosted on G2.com. What do you dislike about ServiceNow IT Service Management? For me personally what I dislike is the notification system that sometimes sends too much mail. I've adjusted my settings for now to stop it from overhauling but for new people it can be annoying in the first few weeks. A small change requires going through many steps and some of these fields have nothing to do with our work. I understand that it is designed to be flexible for every company but in daily use it feels a bit cumbersome. Review collected by and hosted on G2.com. What problems is ServiceNow IT Service Management solving and how is that benefiting you? A big problem in our work was that there was a delay in responding to requests, because we didn't know which requests were more important. ServiceNow started to prioritize itself, so we worked on the tickets that were really urgent first. This has made my reports more accurate and reliable. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ## Questions about ServiceNow IT Service Management? Ask real users or explore answers from the community Get practical answers, real workflows, and honest pros and cons from the G2 community or share your insights. [ Ask about ServiceNow IT Service Management ](https://www.g2.com/products/servicenow-it-service-management/discussions/new) ![payal p.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "payal p.") PP payal p • Last activity over 4 years ago aws solution architect training 1 Upvote 1 [ Join the conversation ](https://www.g2.com/discussions/51509-aws-solution-architect-training) YA Yasir Ahmad • Last activity over 6 years ago Asset Tracking 1 Upvote 1 [ Join the conversation ](https://www.g2.com/discussions/asset-tracking) [ View all Discussions ](https://www.g2.com/products/servicenow-it-service-management/discuss) ## Pricing Insights Averages based on real user reviews. ### Time to Implement 5 months ### Return on Investment 13 months ### Average Discount 15% [ View More Pricing Information ](https://www.g2.com/products/servicenow-it-service-management/pricing) ServiceNow IT Service Management Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_2d6a381d321e8fc6b72a7f95e8cde31a/freshservice.png "Product Avatar Image") Freshservice 4.6/5(1,348) [ Compare Now ](https://www.g2.com/compare/freshservice-vs-servicenow-it-service-management) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Product Avatar Image") Jira Service Management 4.3/5(991) [ Compare Now ](https://www.g2.com/compare/jira-service-management-vs-servicenow-it-service-management) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_5cdc7578c5863d7282f633ee8d335149/bmc-software-bmc-helix-itsm.png "Product Avatar Image") BMC Helix ITSM 3.7/5(296) [ Compare Now ](https://www.g2.com/compare/bmc-software-bmc-helix-itsm-vs-servicenow-it-service-management) ##### ##### ServiceNow IT Service Management Features Incident Management Automate Ticket Routing Ticket Prioritization Ticket Notifications Reporting Dashboards Access & Usability Self Service Administration Change Management Reports & Analytics [ View More Features ](https://www.g2.com/products/servicenow-it-service-management/features) ## Top-Rated Alternatives [ ![Freshservice](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Freshservice") Freshservice 4.6/5(1,348) ](https://www.g2.com/products/freshservice/reviews) [ ![Jira Service Management](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jira Service Management") Jira Service Management 4.3/5(991) ](https://www.g2.com/products/jira-service-management/reviews) [ ![SolarWinds Service Desk](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "SolarWinds Service Desk") SolarWinds Service Desk 4.3/5(786) ](https://www.g2.com/products/solarwinds-service-desk/reviews) [ View All Alternatives ](https://www.g2.com/products/servicenow-it-service-management/competitors/alternatives) ##### Categories on G2 [IT Service Management (ITSM) Tools](https://www.g2.com/categories/it-service-management-itsm-tools)[Incident Management](https://www.g2.com/categories/incident-management)[Service Desk](https://www.g2.com/categories/service-desk) [IT Service Management (ITSM) Tools](https://www.g2.com/categories/it-service-management-itsm-tools)[Incident Management](https://www.g2.com/categories/incident-management)[Service Desk](https://www.g2.com/categories/service-desk)[Configuration Management](https://www.g2.com/categories/configuration-management) [Show MoreShow Less](javascript:void(0);) ##### Explore More [Which PSA tools work for consulting or professional services firms outside of IT, like marketing agencies or legal service businesses?](https://www.g2.com/discussions/which-psa-tools-work-for-consulting-or-professional-services-firms-outside-of-it-like-marketing-agencies-or-legal-service-businesses)[Top-rated big data analytics tools for AI-driven insights](https://www.g2.com/discussions/top-rated-big-data-analytics-tools-for-ai-driven-insights)[Which batch management solutions are best for pharma companies that need strict compliance and full audit trails?](https://www.g2.com/discussions/which-batch-management-solutions-are-best-for-pharma-companies-that-need-strict-compliance-and-full-audit-trails) [Which pharmacy management systems are most trusted by pharmacy directors based on user reviews?](https://www.g2.com/discussions/which-pharmacy-management-systems-are-most-trusted-by-pharmacy-directors-based-on-user-reviews)[CisionOne vs Muck Rack vs Agility PR Solutions for a boutique PR agency: which gives better media contact data?](https://www.g2.com/discussions/meltwater-vs-cision-vs-muck-rack-for-a-boutique-pr-agency-which-gives-better-media-contact-data-without-enterprise-pricing)[Pros and Cons Details](https://www.g2.com/products/servicenow-it-service-management/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)