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.

I love ServiceNow IT Service Management for the automated creation of incidents through any integration. It's so convenient that if we have a tool on the customer side used for creating incidents, we can easily integrate using the REST API method. The incidents created are also reflected over here, which is the best feature I've gained while working with it. Review collected by and hosted on G2.com.

While there's not much that needs improvement, I think the creation and customization of incidents in problem change, especially at the workspace and UI builder level, could be better. There are many customization options, but sometimes things get a little buggy during implementation, development, or testing. It would be helpful if these aspects could be improved in future releases. Review collected by and hosted on G2.com.

I like ServiceNow IT Service Management because it’s easy to use. It’s simple for anyone to get started, even freshers. There isn’t much training required, and most things are pretty straightforward. The filters and overall navigation are also easy to understand and work with. We use RITMs to track our ADM or special accounts that are integrated with the CyberArk tool. The integration was smooth: CyberArk validates the work notes mentioned in the RITM and then provides access, which feels like a two-layer security approach. Review collected by and hosted on G2.com.

The main thing I’ve noticed is that AI integration needs to be both highly accurate and fast, since many other tools are already ahead in the race. That’s why stronger AI enablement in ServiceNow feels necessary. Review collected by and hosted on G2.com.

I really like that ServiceNow IT Service Management reduces manual efforts by automating incidents and workflows. This automation aspect is something I personally appreciate a lot. I also like how it manages SLAs efficiently. Another feature I enjoy is the ability to create dashboards and reports, such as a problem management dashboard, which I personally find very useful. Review collected by and hosted on G2.com.

I think ServiceNow UI is a bit complex for any new user. Like, I'm using it from the last three to four years, so I know how UI works. But it is, like, a little bit of complex for any new user. And performance also gets slow sometimes. Not like very often, but, yeah, sometimes. And customization setup, like if I want to customize a dashboard, takes too much effort. And licensing cost is high. This is not my part. I'm an engineer, so this is management part. Review collected by and hosted on G2.com.

I find ServiceNow IT Service Management to be a powerful platform for managing daily IT operations like incident and request handling. It improves visibility and tracking across teams, providing a single system to manage all IT requests, which enhances transparency and accountability. The strong automation and SLA tracking are particularly valuable as they reduce manual work and ensure tickets are handled within defined timelines, leading to faster and more efficient issue resolution. Additionally, its ability to integrate well with ERP systems, email, and monitoring tools helps streamline incident creation and tracking. Review collected by and hosted on G2.com.

The UI could be more user-friendly, and the system can feel a bit heavy at times. Simplifying navigation would improve the overall experience. The setup is not very straightforward for beginners and comes with a learning curve. Review collected by and hosted on G2.com.

I really appreciate ServiceNow IT Service Management for managing tickets, incidents, and service requests in an organized way. The interface is user-friendly and easy to navigate, which makes creating, tracking, and resolving cases much smoother. It performs reliably even with daily high-volume work and helps improve team productivity. Integration with other tools and workflows is very useful for streamlining operations. The setup and onboarding process were straightforward, and support resources are helpful. Its automation and AI features also help with faster routing, prioritization, and smarter case handling. Overall, it offers strong value for cost and has made our support process more efficient. Review collected by and hosted on G2.com.

Overall, my experience has been good. If I had to mention areas for improvement, the UI could be more user-friendly in some sections, certain integrations require extra configuration, and performance can occasionally be slow with heavy workloads. Pricing may feel high for smaller organizations, onboarding can take time for new users, and AI features could be more advanced and easier to use. Review collected by and hosted on G2.com.

I appreciate ServiceNow IT Service Management for its strong workflow automation, which cuts down on manual efforts by automatically routing tickets, triggering approvals, and escalating issues. This feature speeds up resolutions and minimizes errors. I also find the intuitive interface very helpful as it allows both IT teams and users to log, track, and manage requests easily without needing training. Additionally, the centralized platform is a big plus, as it consolidates incidents, changes, problems, and service requests into one system, offering complete visibility and better coordination across teams. This ultimately boosts efficiency and service quality. Review collected by and hosted on G2.com.

Setup and customization can be complex and time-consuming, licensing is expensive, and the interface and reporting features can feel overwhelming or less flexible at times. Review collected by and hosted on G2.com.

I like that ServiceNow IT Service Management acts as a uniform hub that I need to get work done. It helps me submit requests to get access to applications and track internal requests from organizational stakeholders who need support with their applications. I have the toolkit I need to search for offerings my company has that I can request as needed. I can submit tickets that get to our help desk support team, which solves them promptly for me. Review collected by and hosted on G2.com.

Nothing that I dislike, so far the tool is doing what we sought out for it for. It has done the job of replacing the crap tool that we had before. Review collected by and hosted on G2.com.

I like the tie of ServiceNow IT Service Management to the CMDB and other tables, as it effectively captures customer issues and the related data needed to address them. This connection with the CI, its location, and relationships with services it supports provides the insight needed to prioritize and address issues based on service impact. Also, the initial setup was very easy, and I'm really impressed enough to recommend it at a 10 out of 10. Review collected by and hosted on G2.com.

The incident and major incident concept is not being utilized by our operations team, the distinction to implement it is not very clear versus what we can already do with regular incidents. Review collected by and hosted on G2.com.