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

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

The major thing I appreciate is how customizable the platform is. I am able to tailor the modules to fit my specific internal processes. The team onboarding process is also very smooth. Connecting it with our other enterprise tools is also surprisingly straightforward, making my entire workflow much smoother. Review collected by and hosted on G2.com.

Minor updates can sometimes break existing workflows if we are not extremely careful during implementation. Review collected by and hosted on G2.com.

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

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

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

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

I like using ServiceNow IT Service Management as it centralizes my entire technical workflow, so I don't need to switch between different tabs or solutions. It's all there, whether I need to report a system glitch or check the status of a security patch. The Change Management module is particularly useful for maintaining a clear audit trail, which is critical for compliance. The audit trail functionality is a lifesaver, saving me time by allowing me to dig up audit logs in seconds instead of searching through different solutions. The unified data model (CMDB) is a game changer, connecting our technical infrastructure to business services and helping identify affected applications during outages with the Impact Analysis feature. The Now Assist AI feature is great at summarizing work notes and history, saving me time in understanding complex tickets. The Security Operations integration and Risk & Compliance mapping are helpful in mapping vulnerabilities to IT assets and aligning technical tasks with regulatory requirements. Additionally, integrating ServiceNow IT Service Management with tools like Slack and AWS creates a seamless workflow, automating everything from incident alerts to user access provisioning. Review collected by and hosted on G2.com.

The centralized system can be an overload of information, which might make it challenging for new users to navigate different sections. Also, with the complexity of workflows that can be added, there is a risk of over-engineering them, making regression testing of custom scripts overly complex. This creates a bottleneck where users might prefer emails or messaging services over the system for doing real work, thus defeating the purpose of a centralized solution. Setting up ServiceNow IT Service Management is a major undertaking and not a plug-and-play solution, especially configuring the CMDB, which is difficult without a dedicated implementation partner. Review collected by and hosted on G2.com.

"What I like best is how the platform centralizes and automates complex workflows. The automated incident routing and self-service portal significantly reduce the manual workload for IT teams, allowing for faster resolution times and a much smoother user experience." Review collected by and hosted on G2.com.

"The platform is incredibly powerful, but that comes with a steep learning curve. For new administrators or developers, the sheer number of modules and configuration options can be overwhelming. It requires specialized training and a significant time investment to truly master the backend." Review collected by and hosted on G2.com.

I use ServiceNow IT Service Management to manage and streamline our IT support operations, including incident management, service requests, change management, and asset tracking. I like its powerful workflow automation that helps automate repetitive tasks like ticket routing, approvals, notifications, and SLA tracking, which reduces manual effort and speeds up response time. I also like how we can integrate it with tools like Microsoft Teams, email systems, monitoring tools, and asset management software to improve communication and automate alerts. We switched to ServiceNow IT Service Management to get better automation, scalability, reporting, and centralized IT operations management. The initial setup was fairly smooth, especially with the support documentation and implementation guidance available. Review collected by and hosted on G2.com.

Some features are complex for new users and certain customizations require technical expertise. It could improve the onboarding experience for new users by simplifying navigation and providing more guided tutorials. Additionally, configuring advanced workflows and customizations required some technical expertise and planning. Review collected by and hosted on G2.com.

I like ServiceNow IT Service Management for its workflow automation and centralized platform. It makes it easy to manage incidents, requests, changes, and approvals in one place while improving team efficiency and response times. The automation helps reduce manual tasks by automatically routing tickets, sending notifications, managing approvals, and escalating issues when needed. This improves response times and ensures requests are handled consistently. The centralized platform is valuable because all IT operations, including incidents, service requests, changes, and knowledge management, are managed in one system. I also appreciate the integrations with tools like Microsoft Teams, Active Directory, monitoring tools, and email systems, which help automate ticket creation, improve communication, and provide better visibility across IT operations. Review collected by and hosted on G2.com.

One area that could be improved is the complexity of customization and administration, which can require significant time and experienced resources to manage efficiently. The platform can also feel overwhelming for new users because of the number of features and configuration options available. Review collected by and hosted on G2.com.

I like ServiceNow IT Service Management's user interface. I value features like filters, pie diagrams, data analysis, and assignment monitoring alerts. These features contribute significantly by providing real-time visibility into incidents, SLA breaches, and assignment queues which helps in proactive issue management. The monitoring alerts are great for ensuring tickets are acknowledged and assigned promptly, which reduces delays and improves SLA compliance. I also appreciate how these tools help in quickly identifying trends, prioritizing critical tickets, and monitoring team performance, thereby enhancing operational efficiency and delivering a better customer experience. Review collected by and hosted on G2.com.

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Two things stand out for me. It keeps all IT requests and incidents in one place, making it much easier to track, prioritize, and resolve issues quickly. I also like its automation features, which reduce repetitive work and help teams respond faster while improving the overall user experience. Review collected by and hosted on G2.com.

One thing I don't like is that it can feel a bit overwhelming at first because there are so many features and settings to learn. It can also be slow to customize or make changes without the right permissions or technical expertise. Review collected by and hosted on G2.com.