I like the clean, intuitive self-service portal and the transparent, real-time tracking. I can see who is handling my request, what stage it’s at, and the expected resolution time. The centralized dashboard brings IT requests, approvals, and HR queries together, and the knowledge base helps me find policies and solutions on my own. ServiceNow EmployeeWorks makes internal support more structured, transparent, and trackable, and it streamlines requests across departments. I also like being able to get notifications, raise basic requests through Microsoft Teams, and approve tickets from Outlook without logging in to the portal every time. The basic rollout and end-user onboarding were fairly smooth. Review collected by and hosted on G2.com.

I sometimes need exact phrasing to find specific knowledge articles or ticket categories, or the search brings up irrelevant results. The mobile experience feels slightly clunky and slower to navigate than the desktop portal. I’d also prefer fewer, more consolidated emails for minor status updates. Setting up custom ticket categories, routing rules, and approval workflows took some time and fine-tuning, and I still notice an occasional learning curve with the interface. Review collected by and hosted on G2.com.