I think I like that ServiceNow IT Service Management is flexible and we're able to configure it to meet our business needs. I also like the fact that it ties into so many different things like the CMDB, problem management, and knowledge management, all kind of put together. With the AI, it can really harness all that information to provide faster responses and better information for end users. Review collected by and hosted on G2.com.

I think they're moving towards deprecating agile and going to a newer format. It still is not gonna work very well with Agile. I think it only really works with stories so far. So I'm hoping to see some improvement with that product. Review collected by and hosted on G2.com.

I appreciate how ServiceNow IT Service Management is built on the ITIL framework and follows IT best practices while being on the ServiceNow platform. I like that it can share data with other modules, such as ITOM, ITAM, and HRSD. This integration allows data to be shared across the platform, which leads to consistency and faster resolution. Having ITSM and HRSD integrated is a major advantage, as it allows both IT and HR to service employees effectively for onboarding and offboarding, enabling them to partner together to provide the best service for the end user. Additionally, the initial setup was very easy. Review collected by and hosted on G2.com.

NowAssist needs to continue to improve. I need it to make end users feel they are truly interacting with a real person rather than an AI agent. Review collected by and hosted on G2.com.

ServiceNow IT Service Management System makes our lives easier by having an effective tracking of all the submitted tickets. Customization is one feature that I really love as the Columns and the fields can be customized and grouped by. Also, it offers a built-in dashboard eliminating the need to have a separate Tableau/Power BI Dashboard. Review collected by and hosted on G2.com.

Nothing particular as such. The UI could be improved to make it more user friendly as the current layout seems more old fashioned. Review collected by and hosted on G2.com.

I like that ServiceNow IT Service Management's Service Operations Workspace provides a more effective view of the ticket and related elements, allowing me to have all my tickets visible in one place without needing multiple browser tabs. The landing page shows both my ticket queue and my team's queue, and I can display different elements like ticket details, overview, or activity log. Plus, I can chat with coworkers directly within the view, making it a more efficient way to handle tickets. Review collected by and hosted on G2.com.

Better integration with CSM and making verbiage more consistent. In ITSM, the contact field is labeled "caller" whereas in CSM it is "contact". Review collected by and hosted on G2.com.

What I like best about IT Service Management is how it brings structure, visibility, and efficiency to daily IT operations. The platform makes it easier to manage incidents, requests, changes, and service workflows in one centralized place, which helps teams stay organized and respond faster.

I also really value the ease of integration with other tools and systems. Having ready-to-use connectors and automation capabilities reduces manual work and helps improve collaboration across different IT teams. The user experience is intuitive, and the platform provides clear dashboards and reporting that make it easier to track performance and identify areas for improvement.

Another strong point is the support and onboarding experience. A reliable support team, combined with a strong brand behind the platform, gives confidence that the solution can scale with the organization and continue delivering value over time. Review collected by and hosted on G2.com.

What I dislike about IT Service Management is that the initial configuration and customization can sometimes feel complex, especially when adapting workflows to very specific business processes. Once everything is properly configured, the platform delivers a lot of value, but the setup phase may require time, technical knowledge, and support from experienced resources.

Another area for improvement is pricing. ITSM platforms can become expensive as the organization grows, especially when adding more users, advanced modules, integrations, automation, or AI capabilities. It would be helpful to have more flexible pricing options for companies that want to scale gradually.

I also think the AI features still have room to mature. They are useful for summarizing tickets, suggesting categories, or helping agents work faster, but in some cases the recommendations may still require human validation. As AI becomes more accurate and better integrated into daily service management processes, it could provide even more value.

Overall, these are not major issues, but they are areas where the experience could be improved, especially for organizations that are implementing ITSM for the first time or trying to control costs while expanding usage. Review collected by and hosted on G2.com.

I like how ServiceNow IT Service Management brings visibility and accountability to our IT processes. Every request has an owner, SLA, and audit trail. The automation is great for handling routing and escalations, ensuring tickets don't sit untouched. The knowledge base and self-service portal have significantly reduced repeat tickets by about 30% for us. I also appreciate how ServiceNow acts as a hub for IT, integrating seamlessly with Slack for notifications, Okta for SSO, and tools like Datadog and Jira for better incident management and development handoffs. This integration capability and dashboard visibility into real-time SLAs and bottlenecks are incredibly valuable. Review collected by and hosted on G2.com.

ServiceNow IT Service Management does a lot well, but it's not perfect. The main downsides are complexity and cost. It takes serious time and expertise to implement and maintain - not something you spin up in a week. Licensing gets expensive fast, especially with add-on modules. The UI has improved but can still feel clunky, and upgrades require careful testing if you've customized anything. Review collected by and hosted on G2.com.

I use ServiceNow IT Service Management to submit help tickets, request software licenses, and track the status of my tech issues in real time. It keeps me updated automatically, so I always know when a problem is being fixed, which saves me from chasing down the IT team. I love the total transparency of the self-service portal where I can open a single dashboard, see exactly where my request sits, and know precisely who is working on it. It completely removes the guesswork and anxiety of waiting on IT support because the communication is automatic and instant. The self-service portal is like my command center for anything tech-related and makes the platform incredibly valuable because it completely removes the friction of getting help. It puts all the power in my hands and saves me a massive amount of time. I also appreciate that ServiceNow IT Service Management integrates with Slack for direct ticket creation and updates, and Microsoft 365 to automatically assign software licenses once approved. Review collected by and hosted on G2.com.

The main issue is that the portal search can sometimes feel a bit clunky. If I don't type exact, specific terminology for a problem, the knowledge base search doesn't always suggest what I actually need, forcing me to scroll through generic articles. The mobile app experience could also use some polish. While submitting a basic ticket on my phone works fine, trying to view complex dashboards or update a detailed request while on the go feels cramped and less intuitive than the desktop version. Review collected by and hosted on G2.com.

I really like the flows and the ability to customize ServiceNow IT Service Management to match our needs. We've built dynamic flows that help us create new catalog items within minutes, which is much faster than the workflows we used to have. I also appreciate ServiceNow's ecosystem, which offers a better connection across different departments with a unified experience. Once we got the foundational architecture right, everything was pretty seamless. Review collected by and hosted on G2.com.

I find the rigidness on some of the roles frustrating, and the license management for fulfillers versus business approvers needs better clarity. The initial setup wasn't easy as getting the foundational architecture correct took us some time. Review collected by and hosted on G2.com.

Smart ticket routing incident and request can be automatically assigned based on category ACI service or even impact Emergency second with strong integration with CM Db have a incident problems and changes directly linked to configuration items makes root cause analysis much easier and third is built-in best practices out of the box ServiceNow follows Att processes, which helps steam mature quickly without designing everything from scratch Review collected by and hosted on G2.com.

User experience, especially for end user service photo can feel heavy and unintuitive if not carefully designs over configuration and complexity is extremely powerful, but that comes at the cost of steep learning curve risk of over customization and long-term technical debt Review collected by and hosted on G2.com.

Keeping requests, incidents, and changes connected is the core of this platform, which I really appreciate. Plus, finding related knowledge without leaving the ticket open. And lastly, bringing different IT tools together through integrations. Review collected by and hosted on G2.com.

It does sound fair for large environments to require regular governance, but it becomes a bit irritating. Review collected by and hosted on G2.com.