The interface takes some getting up, but once you know your way around, the dashboards are really useful and give you a clear picture of what's going on across your IT environment. What really sets it apart from other tools is how customisable it is. You can shape it around your own workflows rather than having to fit your processes around the software, which is something a lot of ITSM tools get wrong. I have seen firsthand the platform managing effectively enterprise level workflows, with huge numbers of transactions, indicating massive scalability.

Integrations are another strong point. It connects well with the rest of the enterprise stack and the partner ecosystem means you can usually find a connector or specialist for whatever you need. The AI features through Now Assist are genuinely helpful in day to day use, things like automatic incident summaries and suggested resolutions actually save agents real time rather than just being a gimmick. Pricing is tiered so you can start with what you need and scale up, and the more of the platform you actually use, the better the return on investment becomes. On pricing, packages ranging from Standard to Enterprise flex with business needs, and the ROI compounds significantly the more of the platform you use. Review collected by and hosted on G2.com.

The learning curve is real and I think ServiceNow undersells how much effort it takes to get set up properly. It markets itself as low code but in practice you often need someone with proper development skills to configure it the way you actually want it. For smaller teams without dedicated ServiceNow admins, that can be a challenge.

Cost is another one to watch. It can get expensive quickly, especially at enterprise scale, and pricing is not always transparent. Support is available around the clock but the quality can be inconsistent, particularly for more complex or custom issues where tickets can drag on without a clear resolution.

Platform upgrades have also caught us out a couple of times where workflows needed reconfiguring after an update, which is frustrating when you rely on the tool day to day. The AI reporting is improving but still feels like it lags behind where it could be. Having to navigate drop down menus to build reports when a simple text prompt could do the same job feels like an obvious gap they should close soon. Review collected by and hosted on G2.com.

I like the level of process visibility and standardization that ServiceNow IT Service Management brings across IT support operations. It creates a single platform where incidents, service requests, approvals, and escalations can be tracked efficiently, reducing confusion and improving accountability between teams. The platform is especially useful for managing cross-functional coordination with internal IT teams and outsourced service providers. The automated workflows, ticket tracking, and status visibility reduce manual follow-ups and make support processes more structured and transparent for business users. Review collected by and hosted on G2.com.

While ServiceNow IT Service Management is a strong platform overall, there are areas that could be improved. Some workflows can become overly complex, especially in large organizations where multiple approval layers and customized processes are involved. This can sometimes slow down ticket resolution instead of simplifying it. The user interface is functional but not always intuitive for occasional business users, particularly when navigating detailed ticket histories or searching for the right service categories. Reporting and dashboard customization could also be more flexible for non-technical users who want faster access to operational insights without depending heavily on IT support teams. Another challenge is that the effectiveness of the platform depends a lot on how well workflows are configured and maintained internally. If processes are not standardized properly, the system can become difficult to manage and lead to inconsistent user experiences across teams or regions. Review collected by and hosted on G2.com.

I like how ServiceNow IT Service Management creates a great way for us to receive incidents and easily keep track of ongoing issues in the organization. I really like the way we can configure the catalog items to fit our exact needs, even on the back end of the workspace. We're able to provide information specific to our organization and customize things like being able to leave tickets on hold depending on whether we're waiting for evidence from a vendor, the customer, or a change, whatever it might be. Review collected by and hosted on G2.com.

I believe the UI for managing tickets could be a bit improved. The comments and work notes are easy to read because they are all in one place, but I feel that it could be improved to be more updated. Maybe being able to filter easier if you want to see just work notes or just comments or just notifications instead of having to use control F. A big one would be being able to attach images directly into the additional comments to show where to go or how to fix something directly. When it comes to images, you have to reach out via email with the image attached and reference the ticket. A screenshot can go a long way when working on incidents especially with end users that are not essentially tech savvy and just need a visual. Review collected by and hosted on G2.com.

What I like best about ServiceNow IT Service Management is its ability to centralize and streamline IT operations through a unified platform. The workflow automation, incident management, change management, and service request capabilities significantly improve operational efficiency and reduce manual effort across teams. I also appreciate the platform’s flexibility and integration capabilities, which make it easier to connect with other enterprise systems and automate complex business processes. The self-service portal and knowledge management features help improve the end-user experience while reducing ticket volume for support teams. Overall, the platform provides strong visibility, scalability, and governance for managing enterprise IT services effectively. Review collected by and hosted on G2.com.

One challenge with ServiceNow IT Service Management is that the platform can become highly complex as organizations scale and introduce extensive customizations. Implementing and maintaining workflows, integrations, and governance often requires significant technical expertise and dedicated platform resources. Some user interfaces and administrative configurations can feel overwhelming for new users, especially when managing large enterprise environments. Reporting and dashboard customization may also require additional effort to fully meet advanced business requirements. While the platform is extremely powerful and flexible, maximizing its value often depends on strong platform governance and ongoing optimization. Review collected by and hosted on G2.com.

I like ServiceNow IT Service Management for providing the necessary structure and platform to manage a large volume of service tickets efficiently. The user experience stands out for me, and I appreciate the awareness of the platform among all my colleagues. Additionally, the initial setup of ServiceNow IT Service Management was super easy. Review collected by and hosted on G2.com.

In some cases, I don't know which drop-down to select, and there is no description of what each option means. Footnotes with descriptions and a cleaner UI would be helpful. Review collected by and hosted on G2.com.

Having IT in ServiceNow makes it much easier to manage and run analytics without ever leaving the platform. Before, our company had to use dozens of separate applications just to pull the same information. It is also easier to connect other parts of the company like Finance, HR, etc. because they are also in the platform. I was never a fan of Excel spreadsheets and with ServiceNow, I almost never run those types of reports anymore. In fact if we notice a department still doing that, we immediately recommend using the platform itself for any reporting needs. Review collected by and hosted on G2.com.

Sometimes it becomes information overload with the amount of Knowledge Articles being published. Information can easily be duplicated without even knowing it. Our Self-Service IT knowledge base alone has over 1800 KBs which sometimes blur the line between technical and HR related. Hopefully there is an AI solution to help with this overload of knowledge. Review collected by and hosted on G2.com.

I like how ServiceNow IT Service Management allows me to centralize our data and report on issues, which helps to reduce the impact on the organization by identifying issues. It helps us manage our daily workloads, reduce risk with change requests, and allows us to measure our performance. Another thing I appreciate is its ability to help us identify trends for repetitive issues so that we can implement a permanent solution and eliminate recurring problems. Review collected by and hosted on G2.com.

Reporting is still a gap that needs to be more flexible and capturing hierarchical teams to have a roll up by organization. Additionally, it is not that easy to implement, which is why we used a partner for the initial setup. Review collected by and hosted on G2.com.

As an executive sponsor, I prioritize platforms that elevate both operational performance and user experience—and ServiceNow IT Service Management consistently delivers on both fronts. It provides a structured, scalable approach to managing IT services, ensuring that issues are resolved quickly, consistently, and with full visibility.

What stands out is the platform’s ability to standardize and streamline service delivery. By automating routine requests and enforcing best-practice workflows, we reduce inefficiencies, minimize downtime, and allow our IT teams to focus on higher-value initiatives. This directly improves productivity across the organization.

Equally important is the transparency it brings. With real-time dashboards and reporting, we gain clear insight into service performance, bottlenecks, and opportunities for improvement. That level of visibility enables better decision-making and stronger accountability at every level of the organization.

ServiceNow IT Service Management also enhances the employee experience by providing intuitive self-service capabilities and faster resolution times. When employees can get what they need quickly and reliably, it has a measurable impact on overall business performance.

In short, ServiceNow IT Service Management is more than a support function—it’s a strategic capability that drives efficiency, improves service quality, and enables the organization to operate with greater speed and confidence. Review collected by and hosted on G2.com.

I can’t think of anything specific. There is quite a lot of admin involved, and it takes a team of people to work through it, but we are a fairly complex organisation. Review collected by and hosted on G2.com.

I like that ServiceNow IT Service Management is operationally stable and established, which makes it easy to use and work with. The ITSM module manages a large portion of workflow requirements straight out of the box, which is very convenient. I appreciate that it leverages ITIL frameworks into a solid workflow solution, enabling and executing processes efficiently. Review collected by and hosted on G2.com.

I would love to see enhancements made in the Major Incident space to better handle alerts and communications internally and customer-facing. Also, I'm not a fan of the Workspace aesthetic. I wish 'users' could create their own form view to customize what works for them, similar to how ServiceNow portals are built with widgets. Review collected by and hosted on G2.com.

I like how ServiceNow IT Service Management provides a simple bundle of multiple applications like incident, problem, and knowledge management with impactful results. It's easy for all users to access the system to report or request, and it helps system administrators monitor the overall status and health. The report and interactive dashboard give a clear picture of data, with incident and report/dashboard on incidents daily, weekly, and monthly data presentation using multiple ways of graphs and patterns. Additionally, it's easy to get an out-of-the-box instance and customize/configure it according to business needs. Review collected by and hosted on G2.com.

I would say, it works however some areas can be improved like portal design. Many times we have observed that changes are not captured or even if captured in the update set, they are not reflecting on PROD after commit. Review collected by and hosted on G2.com.