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.

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.

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.

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.

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.

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.

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.

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.

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.

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 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 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.

One thing I really like about the newer ServiceNow IT Service Management experience is how much easier it is to get the right information and take action without jumping between different screens. The improved user experience, AI-powered suggestions, and self-service capabilities make everyday tasks feel more straightforward. I also like how it helps identify patterns in recurring issues and gives teams better context to make decisions. Overall, it feels more user-friendly and practical for both IT teams and employees. Review collected by and hosted on G2.com.

One area where ServiceNow IT Service Management could improve is making the platform easier for new users to learn. With so many features and configuration options, it can take some time to understand where everything is and how different processes work. A simpler interface, more intuitive navigation, and better guidance for first-time users would make the overall experience easier, especially for teams that are new to ServiceNow. Review collected by and hosted on G2.com.

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.

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.

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.

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.

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.

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.