G2

Heena P.

Associate

Enterprise (> 1000 emp.)

9/30/2026

Business partner of the seller or seller's competitor, not included in G2 scores.

"Powerful ITSM Platform for Efficient Service Delivery"

5/5

What do you like best about ServiceNow IT Service Management?

What I like most about ServiceNow ITSM is its intuitive user interface and the way it brings incidents, requests, changes, and approvals into a single platform. The dashboards and workflows make it easy to track work and stay organized. I also appreciate the AI-powered features, such as intelligent routing, recommendations, and automation, which help reduce manual effort and speed up issue resolution. Overall, it improves team collaboration, visibility, and productivity while providing a better user experience. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

What I dislike most about ServiceNow ITSM is that it can sometimes feel overwhelming due to the sheer number of fields, options, and screens involved in certain processes. Even relatively simple tasks can occasionally require more clicks than I’d expect, which can slow things down and impact overall efficiency. Review collected by and hosted on G2.com.

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

ServiceNow ITSM solves the challenge of managing incidents, requests, and support processes across different teams by bringing everything into a single, easy-to-use platform. Its intuitive UI makes it simple to track tickets, monitor progress, and access information without switching between multiple tools. The AI-powered capabilities, such as intelligent routing, recommendations, and automation, help reduce manual effort and speed up issue resolution. This benefits me by improving productivity, reducing delays, enhancing collaboration, and enabling faster support for users. Review collected by and hosted on G2.com.