G2

Heena P.

Analyst

Enterprise (> 1000 emp.)

10/7/2026

"Intuitive ServiceNow ITSM with AI Automation That Boosts Collaboration and Productivity"

5/5

What do you like best about ServiceNow IT Service Management?

What I like most about ServiceNow ITSM is how it brings everything together in one place. Managing incidents, requests, changes, and approvals through a single platform makes day-to-day work much easier and helps reduce the need to switch between different tools. I also find the dashboards useful because they provide a clear view of ongoing work and help teams stay organized. The automation and AI-driven features, such as intelligent routing and recommendations, save time by reducing manual effort and helping tickets reach the right teams faster. Overall, ServiceNow has improved visibility, streamlined processes, and made collaboration across teams more efficient. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

One of the main challenges with ServiceNow ITSM is its complexity. While the interface is generally user-friendly, some features and configuration options can be difficult for new users to navigate without proper training. The platform offers extensive integration capabilities, but setting up and managing integrations can sometimes be time-consuming. Performance is usually reliable, although heavily customized implementations may require ongoing optimization. Cost is another consideration, as licensing and implementation expenses can be significant. The documentation and support resources are useful, but certain advanced use cases still require experienced administrators. The AI and automation capabilities help reduce manual effort, but there are occasions where recommendations need additional fine-tuning to deliver the best results. Overall, these are manageable challenges, but they are worth considering before implementation. Review collected by and hosted on G2.com.

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

One of the biggest problems ServiceNow ITSM solves for us is bringing all IT support activities into a single place. It gives better visibility into incidents, requests, and ongoing work, which makes it much easier to understand priorities and track progress. The dashboards and workflows help keep teams aligned, and users can quickly see the status of their requests without needing constant follow-ups. The platform integrates well with other systems we use, which reduces manual work and helps information flow more smoothly across teams. We've also seen benefits from the automation and AI capabilities, particularly in ticket routing and handling routine tasks. This has helped improve response times and overall service quality. While onboarding and configuration required some effort initially, the platform has paid off through improved efficiency, better collaboration, and more consistent service delivery. Overall, it has helped our team work more effectively and provide faster, more reliable support to end users. Review collected by and hosted on G2.com.