G2

Venkatesh K.

Process Executive

Enterprise (> 1000 emp.)

9/13/2026

"ServiceNow ITSM: Streamlined Operations with Powerful Automation and Visibility"

5/5

What do you like best about ServiceNow IT Service Management?

ServiceNow ITSM makes it easy to manage incidents, service requests, changes, and problem records from a single dashboard. I particularly like its workflow automation, SLA tracking capabilities, and flexibility for customizing forms, notifications, and business processes. As someone involved in daily infrastructure operations, it helps ensure better coordination between support teams and provides clear visibility into ongoing activities, which improves both efficiency and service delivery. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

The biggest challenge with ServiceNow ITSM is the complexity involved in advanced customization and administration. While the flexibility is a strength, configuring workflows, approvals, business rules, and integrations can sometimes require significant effort and expertise. In large environments with multiple teams and processes, maintaining consistency across configurations can also be challenging. However, these drawbacks are generally outweighed by the platform's capabilities. Review collected by and hosted on G2.com.

What problems is ServiceNow IT Service Management solving and how is that benefiting you?

ServiceNow ITSM helps us manage and track incidents, service requests, changes, and escalations from a single platform. This eliminates the need for manual follow-ups and provides clear visibility into ticket ownership, priority, and SLA status. As an Infrastructure Analyst, it benefits me by improving coordination between resolver groups, speeding up incident resolution, and ensuring critical issues are managed effectively. It also provides valuable reporting and audit capabilities that help drive continuous service improvement. Review collected by and hosted on G2.com.