ServiceNow IT Service Management Reviews & Product Details

Since we introduced ServiceNow in our company, our business processes have improved significantly. Resolution times are now shorter than they were before, as we have access to accurate insights based on the contracted SLAs we implemented. Additionally, the management of configuration items has become much more effective since we adopted the CSDM model. This allows us to clearly identify which services are impacted whenever a configuration item is affected by a change or incident. Review collected by and hosted on G2.com.

The menu and overall user interface could use some improvement. For instance, in ITSM, the Operations Workspace is utilized, while for CSM, we rely on the CSM/FSM configurable workspace. However, not all features—such as UI actions and lists—are implemented in a consistent way across these areas. At times, it feels as though the various product teams within ServiceNow are not coordinating closely with one another. Review collected by and hosted on G2.com.

ServiceNow ITSM provides a highly structured and automated approach to managing IT services. I like how it centralizes incident, problem, and change management processes, which helps improve efficiency and reduce downtime. The dashboard and reporting features make it easy to track service performance and ensure SLAs are met. Its integration capabilities with other enterprise tools are also a big plus, making workflows smooth and reducing manual work. Review collected by and hosted on G2.com.

While ServiceNow offers robust capabilities, the platform may seem somewhat complicated for newcomers. Setting up and configuring the system initially demands a certain level of technical expertise, and making customizations can often take considerable time. Additionally, the licensing fees can be quite steep for smaller organizations, potentially making the platform less accessible. Review collected by and hosted on G2.com.

I love the smooth communication it facilitates between support teams and end users, enhancing our IT operations. The automation features streamline dialing and maintain service quality. The platform makes managing workflows easy across different departments. I appreciate the powerful reporting and dashboard capabilities, which enhance monitoring and performance improvements. The seamless integration with tools like Microsoft Teams, Active Directory, and Jira is impressive, making workflows smooth and efficient. The regular updates and continuous innovation keep the product evolving with our changing needs, consistently delivering value and efficiency. Review collected by and hosted on G2.com.

I find the customization process in ServiceNow IT Service Management to be quite complex and time-consuming. Although the platform's flexibility is one of its greatest strengths, the setup can feel overwhelming, especially for teams that lack deep technical expertise. Review collected by and hosted on G2.com.

ServiceNow ITSM provides a very structured and efficient way to manage IT services across the organization. The best part is its user-friendly interface and centralized platform, which makes it easy to log, track, and resolve incidents or requests. The automation and workflows save a lot of manual effort by streamlining processes like approvals, change requests, and ticket assignments.

I also like how integrated and scalable the platform is – it connects well with other business applications and supports multiple ITIL processes seamlessly. The reporting and dashboard features are excellent for gaining insights into service performance and SLAs, which helps improve decision-making. Review collected by and hosted on G2.com.

While ServiceNow ITSM is powerful, it can sometimes feel complex and overwhelming for new users because of the many features and configurations. The implementation and customization process often requires significant time and expertise, which can be challenging for organizations without strong technical support.

Another drawback is that the system performance may slow down when handling large amounts of data or during peak usage. The licensing and cost can also be on the higher side compared to other ITSM tools, making it less budget-friendly for smaller teams.

Lastly, some users feel that the mobile experience and UI could be improved to match the smoothness of the web platform. Review collected by and hosted on G2.com.

This app is very convenient, as it connects directly to your work email. You can configure and organize groups based on your work needs, add specific people to emails, and modify team members as necessary. The user interface is straightforward and easy to navigate, making it accessible for everyone. You can also set task priorities and manage them with ease. I also like feature like prebuild query my group work unassigned , assigned work , my closed work last 30 days etc Review collected by and hosted on G2.com.

It is sometimes really slow to load , the dashboard setting was a bit difficult for me to understand Review collected by and hosted on G2.com.

The thing I like best about Service Now is Comprehensive and Scalable Feature Set

ServiceNow transcends the role of a mere ticketing system. It serves as a comprehensive ITSM solution, equipped with a powerful array of features, which include:

Incident Management: Effectively monitor, handle, and resolve incidents to reduce downtime.

Change Management: Optimize the change process through integrated approval workflows and risk evaluation.

Problem Management: Actively uncover the underlying causes of persistent incidents to avert their recurrence. Review collected by and hosted on G2.com.

The thing I dislike about Service Now IT Service Management High Expenses and Complicated Pricing

High Licensing Costs: The licensing structure can be intricate and costly, with expenses varying based on the modules, user count, and particular features required. Review collected by and hosted on G2.com.

I’ve found ServiceNow ITSM to be one of the most effective platforms for managing IT services. The best part is how it brings everything together — incidents, problems, changes, and requests — into a single, organized system. Instead of chasing emails or scattered updates, I can clearly see what’s happening, who’s responsible, and where things stand.

The self-service portal is another strong point. End users can easily raise requests or track their issues without needing to constantly follow up with IT staff. This not only saves time but also reduces frustration for both the IT team and employees. Review collected by and hosted on G2.com.

While ServiceNow ITSM is powerful, there are a few things that can be frustrating. The first is the complexity — for new users, the interface can feel overwhelming, with too many menus and options. It definitely requires training and patience before you feel comfortable. Review collected by and hosted on G2.com.

You can create different assignment groups and add relevant filters on the dashboard to sort incidents by date. It’s possible to prioritize incidents by setting their severity, and you can also save your favorite predefined filters, such as 'my work unassigned,' 'homepage,' or 'last 30 days.' The platform is easy to use and is especially effective for handling customer support incidents. Additionally, you can track the progress of incidents based on SLA, which helps ensure timely resolution. Review collected by and hosted on G2.com.

The system prompts me to add worknotes before I can save, which I don't like it because the description on the incident has enough details. Review collected by and hosted on G2.com.

I really enjoy the reporting aspect of ServiceNow IT Service Management. It provides the accurate data we need and allows us to explain our activities to partners effectively. The ability to rerun reports and receive them via email is immensely beneficial. I also find the configuration for the service operations workspace extremely useful. Review collected by and hosted on G2.com.

I found the initial setup of ServiceNow IT Service Management to be a bit daunting. It took time to go through and understand the system using knowledge articles and the ServiceNow portal. Additionally, I felt that there should be more pre-configured, out-of-the-box features available. Although updates have improved the functionality, initially, the limited availability of such features was a drawback. Review collected by and hosted on G2.com.

ServiceNow IT Service Management excels at streamlining IT operations with robust incident, change, and asset management capabilities. The platform is highly scalable and offers a user-friendly interface that simplifies navigation for daily IT tasks. The automated workflows and comprehensive dashboard expedite issue resolution and enhance employee productivity, while its integration with other business tools also contributes to improved operational efficiency. It’s a valuable solution for organizations seeking to modernize and automate their IT processes. Review collected by and hosted on G2.com.

The initial setup and customization of ServiceNow ITSM can be complex and require significant time investment. Many users experience a steep learning curve, especially new administrators and end-users, and occasional performance issues may hinder the platform’s responsiveness. The pricing model is considered high, presenting a barrier for smaller organizations, and customer support receives mixed reviews in terms of helpfulness and reliability. Some organizations also find that workflow customization is limited and integration can be challenging. Review collected by and hosted on G2.com.