ServiceNow IT Service Management Features
Incident Management (5)
Automate Ticket Routing
This feature was mentioned in 303 ServiceNow IT Service Management reviews.
Routes tickets automatically to the appropriate user.
Ticket Prioritization
Based on 302 ServiceNow IT Service Management reviews.
Prioritizes tickets based on factors configured by the user.
Ticket Notifications
Based on 308 ServiceNow IT Service Management reviews.
Notifies the IT team when a ticket needs action.
Knowledge Base
This feature was mentioned in 297 ServiceNow IT Service Management reviews.
Provides a forum for answers to common questions.
Knowledge Base/Ticket Integration
As reported in 290 ServiceNow IT Service Management reviews.
Integrates knowledge base articles into a ticket.
Reporting (3)
Dashboards
As reported in 302 ServiceNow IT Service Management reviews.
Displays important metrics relating to performance.
Time Tracking
279 reviewers of ServiceNow IT Service Management have provided feedback on this feature.
Tracks time worked on a ticket.
Surveys
As reported in 172 ServiceNow IT Service Management reviews.
Provides surveys to measure employee satisfaction.
Access & Usability (4)
Mobile
This feature was mentioned in 236 ServiceNow IT Service Management reviews.
Enables access to service desk features via mobile device.
Self Service
This feature was mentioned in 289 ServiceNow IT Service Management reviews.
Enables employees to view the status of their tickets.
Active Directory
Based on 257 ServiceNow IT Service Management reviews.
Provides a directory of all users within an organization.
Multi-Channel Access
As reported in 164 ServiceNow IT Service Management reviews.
Enables access to service desk features through multiple channels such as email, phone, or the portal.
Administration (3)
Change Management
Based on 241 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team.
Tools to track and implement required IT changes in a system.
Asset Management
Based on 229 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team.
Tools to organize and manage all IT assets within an organization.
Reports & Analytics
Based on 244 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team.
A means to view and analyze a large amount of data in order to gain business insights.
Service Desk (3)
Help Desk
Based on 256 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team.
A place for users to submit tickets when they require IT help.
Incident Reports
Based on 249 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team.
Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur.
Process Workflow
Based on 242 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team.
The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met.
Functionality (4)
Ticketing System
Based on 245 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team.
Provides a service desk for users to submit tickets for IT-related issues.
Performance Logging
As reported in 222 ServiceNow IT Service Management reviews.
Tracks action-by-action asset performance with machine- or human-readable logs.
Alerting
Based on 222 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team.
Creates alerts when tracked assets encounter errors or performance issues.
Automation
Based on 229 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team.
Automates repetitive tasks associated with IT service operations and maintenance.
Management (5)
Reporting
Based on 235 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team.
Provides graphics, dashboards, and general reporting around IT service, assets, and incidents.
Administration Console
Based on 215 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team.
Provides administrative tools for routine maintenance, upkeep, and tracking.
Access Management
Based on 217 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team.
Gives administrators control over user privileges and accessibility for IT assets.
Asset Management
Based on 213 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team.
Gives administrators control over hardware and software resource allocation and tracking.
Policy Dictation
This feature was mentioned in 200 ServiceNow IT Service Management reviews.
Controls policies and configurations across business applications and hardware.
Monitoring (4)
Constant Monitoring
Based on 224 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team.
Monitors systems constantly in real-time.
Timely Alerts
Based on 233 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team.
Alerts users of incidents and issues as soon as they arise.
TIcket Accuracy
Based on 237 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team.
Generates accurate incident reports.
AI Monitoring
Based on 31 ServiceNow IT Service Management reviews.
Utillizes AI to monitor and report on incidents in real-time.
Management Tools (3)
Ticket Assignment
Based on 236 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team.
Assigns tickets to relevant team members.
Standardization
This feature was mentioned in 229 ServiceNow IT Service Management reviews.
Cultivates a standardized workflow for enhanced organization.
Lifecycle Visualization
Based on 220 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team.
Grants transparent overviews for the lifecycle of each incident.
Generative AI (2)
AI Text Generation
Based on 106 ServiceNow IT Service Management reviews.
Allows users to generate text based on a text prompt.
AI Text Summarization
As reported in 120 ServiceNow IT Service Management reviews.
Condenses long documents or text into a brief summary.
Agentic AI - Service Desk (7)
Autonomous Task Execution
18 reviewers of ServiceNow IT Service Management have provided feedback on this feature.
Capability to perform complex tasks without constant human input
Multi-step Planning
As reported in 18 ServiceNow IT Service Management reviews.
Ability to break down and plan multi-step processes
Cross-system Integration
This feature was mentioned in 20 ServiceNow IT Service Management reviews.
Works across multiple software systems or databases
Adaptive Learning
As reported in 18 ServiceNow IT Service Management reviews.
Improves performance based on feedback and experience
Natural Language Interaction
As reported in 18 ServiceNow IT Service Management reviews.
Engages in human-like conversation for task delegation
Proactive Assistance
This feature was mentioned in 18 ServiceNow IT Service Management reviews.
Anticipates needs and offers suggestions without prompting
Decision Making
As reported in 18 ServiceNow IT Service Management reviews.
Makes informed choices based on available data and objectives
Agentic AI - Incident Management (7)
Autonomous Task Execution
As reported in 26 ServiceNow IT Service Management reviews.
Capability to perform complex tasks without constant human input
Multi-step Planning
Based on 26 ServiceNow IT Service Management reviews.
Ability to break down and plan multi-step processes
Cross-system Integration
27 reviewers of ServiceNow IT Service Management have provided feedback on this feature.
Works across multiple software systems or databases
Adaptive Learning
As reported in 25 ServiceNow IT Service Management reviews.
Improves performance based on feedback and experience
Natural Language Interaction
25 reviewers of ServiceNow IT Service Management have provided feedback on this feature.
Engages in human-like conversation for task delegation
Proactive Assistance
25 reviewers of ServiceNow IT Service Management have provided feedback on this feature.
Anticipates needs and offers suggestions without prompting
Decision Making
As reported in 26 ServiceNow IT Service Management reviews.
Makes informed choices based on available data and objectives
Agentic AI - IT Service Management (ITSM) Tools (7)
Autonomous Task Execution
43 reviewers of ServiceNow IT Service Management have provided feedback on this feature.
Capability to perform complex tasks without constant human input
Multi-step Planning
Based on 42 ServiceNow IT Service Management reviews.
Ability to break down and plan multi-step processes
Cross-system Integration
As reported in 51 ServiceNow IT Service Management reviews.
Works across multiple software systems or databases
Adaptive Learning
Based on 42 ServiceNow IT Service Management reviews.
Improves performance based on feedback and experience
Natural Language Interaction
Based on 42 ServiceNow IT Service Management reviews.
Engages in human-like conversation for task delegation
Proactive Assistance
42 reviewers of ServiceNow IT Service Management have provided feedback on this feature.
Anticipates needs and offers suggestions without prompting
Decision Making
44 reviewers of ServiceNow IT Service Management have provided feedback on this feature.
Makes informed choices based on available data and objectives
