I like how the integration between modules and the familiarity of forms in ServiceNow IT Service Management reduces the need for extensive training. The seamless interface on a single platform makes onboarding new users easier and supports over 1,000 business applications. The initial setup is straightforward from an activation or implementation perspective, which I appreciate. Review collected by and hosted on G2.com.

Subject Matter Experts struggle to create and maintain knowledge articles, which would be easier with a screen capture tool for generating step-by-step instructions. The default article retirement at one year means good articles can be lost if not reviewed and extended in time. Initial setup is easy, but organizational change management and aligning the out-of-the-box setup to company policy is challenging. Review collected by and hosted on G2.com.

I really like ServiceNow IT Service Management for its customization options, especially in reporting and workflows. The automation, routing, and prioritization features improve our ticket visibility at many levels. Automated routing and approval workflows are particularly helpful, as are catalog requests that gather all pertinent information. The reporting features for clients and teams are great, and I appreciate the integrations with 3CLogic. ServiceNow IT Service Management's scalability and the ability to integrate with many systems, including other ITSM tools like Fresh Service and Zendesk, are major components that make it invaluable. Review collected by and hosted on G2.com.

Some of the features in SOW and the new UI don't work from the previous dashboarding and reporting structure. SOW is also much more difficult to create new dashboards for agent ticket visibility. Review collected by and hosted on G2.com.

What I like most about ServiceNow ITSM is the way it standardises and streamlines core service management processes. It provides a single, well-structured platform for managing incidents, requests, and changes, which makes it much easier to stay organised and consistent day to day. I especially appreciate the visibility it offers across the full lifecycle of tickets and services, helping teams remain aligned and accountable. Its automation capabilities also make a noticeable difference by reducing manual effort and supporting faster response times. Review collected by and hosted on G2.com.

What I dislike about ServiceNow ITSM is that it can feel quite rigid and overly process-heavy at times, especially if you’re trying to move quickly or adapt to changing needs. There’s also a learning curve for new users, and not everything is as intuitive as it could be. Like other parts of the platform, heavy customisation can become difficult to manage over time and can add unnecessary complexity if not well governed. Review collected by and hosted on G2.com.

I really like the OOTB workflows in ServiceNow IT Service Management because they are easily updated to fit our company's needs. They provide a standardized process that guides us in best practices, which is especially helpful when working with a team that doesn't have a documented process. These workflows give a starting point and guidance on what needs to be considered. I also appreciate that it keeps all the information in one record or related records, which is very convenient. The system retains the full history of changes or updates to records and approvals, and it automates reports I used to run manually in spreadsheets, making my work much easier. Review collected by and hosted on G2.com.

The volume of existing records needed to train the AI to know how to resolve an INC. The alternative is to program the AI. Review collected by and hosted on G2.com.

I find the Service Operation Workspace a great interface for our agents. The integration with NowAssist AI is very helpful for resolving incidents, and I appreciate being able to chat with other agents and look up resources all in one screen. Review collected by and hosted on G2.com.

Service Operation Workspace only works well for incidents, and I hope it would improve to also work for task tickets. The on-call scheduling has some limitations, requiring me to navigate back to the old platform view to complete the setup. The on-call schedule setup under Service Operation Workspace isn't fully functioning, which requires hopping back and forth between the two views. We need the overall on-call schedule view in SOW, and it would be nice if the dropdown could filter only the assignment groups we have on-call schedules set up for. Review collected by and hosted on G2.com.

The ease of getting the system setup. Compared to other ITSM offerings, the setup has been a walk in the park, especially with an excellent implementation partner. The Ui/Ux is easy to navigate, with very little learning curve required. There is also any number of integrations available in the ServiceNow store to enable features you may want or need for your business. The pricing is on the higher end of the spectrum, but if you want the Cadillac, you have to pay for it. Performance wise, the SaaS solution is about the experience you would expect, but they have strong redundancy plans you can review in the core document portal. I personally do not have experience with the AI portion yet, as we are early in the implementation, but the features shown at Knowledge make it seem like a powerful tool. Review collected by and hosted on G2.com.

It is still early in our experience, so I don't have many negative aspects to discuss. Review collected by and hosted on G2.com.

I use ServiceNow IT Service Management as the central platform for managing IT incidents, service requests, changes, and knowledge. It’s used to log and track user issues, coordinate troubleshooting across teams, manage change requests and CAB approvals, and document resolutions through knowledge articles.

From an operational perspective, it supports structured change management, onboarding and offboarding workflows, vendor coordination, and automation through integrations with identity, email, Teams, and SharePoint. This provides clear visibility, auditability, and consistent processes across IT operations while reducing manual effort and improving response times Review collected by and hosted on G2.com.

The platform can become complex to manage at scale, with custom workflows, approvals, and reporting requiring ongoing administration and specialist knowledge to keep things efficient. Review collected by and hosted on G2.com.

I like the ease of use and the power of the technology that ServiceNow IT Service Management offers. I appreciate the assistance it provides with ticket management and service desk automation, which really help streamline processes. The AI capabilities of the platform are impressive, as they bring solutions from across the platform, enhancing the user experience significantly. The platform also improves productivity for agents by eradicating multiple manual actions, allowing for better focus on important tasks. The integration with multiple other platforms, ERPs, and vendor solutions is usually seamless. Additionally, the setup of ServiceNow IT Service Management was very easy and quick. Review collected by and hosted on G2.com.

Maybe, finding answers outside of the customer estate, without the risk of security and compliance. Review collected by and hosted on G2.com.

I really like that ServiceNow IT Service Management is an all-in-one platform. It centralizes everything, like request changes and assets, into a single platform, which means all IT operations are tracked in one place without needing to switch between multiple tools like emails or spreadsheets. This all-in-one nature provides full visibility into tasks, for example, tracking the full life cycle of a ticket from creation to resolution. This kind of visibility helps in making decisions faster and performing tasks more clearly by keeping in mind the dependencies. Another thing I appreciate is its customization capability, allowing organizations to design workflows based on their own processes, which is great for big organizations. It's also scalable for large organizations, making it suitable for evolving needs. Review collected by and hosted on G2.com.

I faced problems because the interface can feel overwhelming for new users with so many modules, fields, and configurations. Even simple tasks like updating a ticket can require navigating through multiple forms. It can be difficult for a new user to trace or track issues to a particular point. Also, while customization is beneficial for large organizations, it feels a bit neglected for small organizations like startups. The complexity and learning curve are challenges, especially for new users. The initial setup was a bit difficult for my team, particularly for new users trying to understand the configurations and use the system. Review collected by and hosted on G2.com.

I like ServiceNow IT Service Management's strong workflow automation and structured approach to IT operations. The incident and change management workflows really stand out, especially how they automate ticket assignment, escalation, and approval processes, which reduces manual effort and ensures nothing is missed during critical incidents or deployments. The dashboards are another key feature I appreciate, as they make it easier for teams to manage and monitor their tickets. Automation handles tasks like incident creation, assignment, escalation, and change approvals based on predefined rules, significantly reducing response time, especially for critical P1/P2 issues, and ensuring consistent handling without dependency on individuals. Dashboards provide real-time visibility into incidents, SLAs, and team workload, helping both engineers and management quickly understand system health, identify bottlenecks, and prioritize issues. I also like how monitoring tool alerts automatically create incidents in ServiceNow, aiding faster detection and response to production issues without manual intervention. Review collected by and hosted on G2.com.

One of the main areas that could be improved in ServiceNow IT Service Management is its complexity. The platform has a steep learning curve, and even basic customizations often require experienced developers or administrators. Performance can also be an issue, especially in heavily customized environments. We’ve seen slower load times for dashboards and ticket views when there are large volumes of data or multiple integrations involved. For performance, especially around load times, better optimization for large datasets would help. Dashboards and ticket views tend to slow down when there are high volumes of incidents or extensive historical data. Improvements in data indexing, archiving strategies, and more efficient query handling would make a noticeable difference. Regarding customization, one improvement would be stronger boundaries between core platform features and custom implementations. Over-customization often creates issues during upgrades. Providing clearer best practices, upgrade-safe customization layers, or built-in modular templates could reduce this risk. As per my team, the initial setup of ServiceNow IT Service Management was not straightforward. It requires careful planning, especially around data structure, workflows, and integrations. Out-of-the-box features are available, but in most enterprise environments, customization is needed to align with existing processes. This adds complexity and requires experienced administrators or developers to configure modules like incident, change, and request management properly. Integrations with other tools, such as monitoring systems and CI/CD pipelines, also take additional effort to set up and test. Review collected by and hosted on G2.com.