--- title: ServiceNow IT Service Management Reviews meta_title: 'ServiceNow IT Service Management Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1908 reviews by the users' company size, role or industry to find out how ServiceNow IT Service Management works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 1908 scale: '5' date_modified: '2026-07-25' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # ServiceNow IT Service Management Reviews **Vendor:** ServiceNow **Category:** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) **Average Rating:** 4.5/5.0 **Total Reviews:** 1,908 ## About ServiceNow IT Service Management ServiceNow IT Service Management (ITSM) is a cloud-based IT service management solution built on the ServiceNow AI Platform that helps IT organizations manage the full lifecycle of IT service delivery, from incident detection to resolution, service requests to change management, on a single platform with a unified data model. ServiceNow ITSM is used by IT teams across industries including financial services, healthcare, technology, manufacturing, and government. It is designed for organizations that need to manage high volumes of IT service requests, incidents, and changes while reducing manual effort and improving response times. Typical users include service desk agents, incident managers, change managers, problem managers, IT operations leaders, and platform administrators. Core capabilities include: 1) Incident management: Automatically classify, prioritize, route, and resolve incidents using AI. AI agents can handle routine issues end-to-end without human intervention, from password resets to common access requests, while escalating complex cases to the right team with full context attached. 2) Change management: Assess risk, automate approvals, and manage change schedules with CMDB-powered impact analysis. Standard and low-risk changes can be automated to reduce bottlenecks, while high-risk changes go through structured review workflows. 3) Problem management: Identify root causes of recurring incidents and create known error records to prevent repeat issues. Problem workflows connect directly to incident data, so patterns surface faster and fixes reach the service desk without manual handoffs. 4) Service request fulfillment: Provide employees with a self-service catalog backed by AI-powered search and a virtual agent that can resolve common requests without a ticket reaching a human agent. 5) Knowledge management: Capture, organize, and surface institutional knowledge so agents and employees can find answers faster. AI suggests relevant knowledge articles during incident handling and self-service interactions, reducing repeat work across the service desk. ServiceNow ITSM uses platform-native AI and AI agents to automate routine IT work that traditionally required manual effort such as ticket classification, assignment, initial diagnosis, and common resolutions. This is distinct from bolt-on AI tools because the AI operates on the same data model as the service management workflows, which means it has real-time access to the CMDB, incident history, change schedules, and knowledge base without requiring separate integrations. The product also connects to ServiceNow IT Operations Management (ITOM), enabling organizations to extend from reactive IT service delivery to proactive and autonomous service operations. When ITSM and ITOM run on the same platform, operational events detected in the infrastructure can automatically generate and route incidents, attach root cause context, and trigger resolution workflows, ultimately reducing the gap between when an issue occurs and when it's resolved. ServiceNow ITSM aligns with ITIL practices and supports organizations at various stages of IT maturity, whether they are consolidating from fragmented point tools or extending an existing ServiceNow deployment into AI-driven automation. ## ServiceNow IT Service Management Pros & Cons **What users like:** - Users appreciate the **ease of use** of ServiceNow IT Service Management, streamlining service management tasks efficiently. (168 reviews) - Users value the **rich platform** of ServiceNow for comprehensive ITSM task management and visibility. (112 reviews) - Users value the **streamlined efficiency** of ServiceNow IT Service Management, enhancing service delivery and user satisfaction. (100 reviews) - Users value the **customizable functionalities** and **easy integrations** that enhance the efficiency of IT Service Management. (97 reviews) - Users appreciate the **strong automation capabilities** of ServiceNow, enhancing IT operations and improving overall efficiency. (85 reviews) - Users value the **easy integration with external tools** , enhancing flexibility and improving overall IT service management. (82 reviews) - Service Management (65 reviews) - Productivity Improvement (54 reviews) - Users value the **collaborative features** of ServiceNow ITSM, streamlining ticket management and enhancing workflow efficiency. (52 reviews) - Customizability (52 reviews) **What users dislike:** - Users find the **learning curve steep** , requiring significant knowledge and configuration for effective use of ServiceNow ITSM. (72 reviews) - Users find ServiceNow ITSM **too expensive** , particularly due to high licensing and implementation costs for advanced features. (60 reviews) - Users find the **complexity** of ServiceNow IT Service Management challenging, especially without dedicated expertise and adequate training. (56 reviews) - Users find the **limited customization** options in ServiceNow IT Service Management can hinder optimal functionality and usability. (51 reviews) - Users find **customization difficult** in ServiceNow IT Service Management, contributing to a steep learning curve and added costs. (48 reviews) - Complex Setup (47 reviews) - Steep Learning Curve (36 reviews) - Not User-Friendly (33 reviews) - Pricing Issues (31 reviews) - Slow Performance (30 reviews) ## ServiceNow IT Service Management Reviews ### 1. Get out of the Manual Mayhem **Rating:** 4.5/5.0 stars **Reviewed by:** Melissa M. | Assistant Director of IT Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** That it is all in one resource and I can leverage the data to generate reports to improve our service **What do you dislike about ServiceNow IT Service Management?** It’s not the tool. It’s the governance imposed by our central IT that is focused on control versus business sense. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Being able to identify what our local IT provides to build a catalog and define where we should be billing our departments since they have more needs that our IT can provide. ### 2. Efficient, Fast, and Comprehensive System **Rating:** 4.5/5.0 stars **Reviewed by:** Cuong T. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like how fast and efficient ServiceNow IT Service Management is, which is really valuable for my needs. I also appreciate that it is an all-in-one system, making it very convenient. The initial setup was pretty good, which was a relief. Overall, I would give it a 9 out of 10 for recommendation. **What do you dislike about ServiceNow IT Service Management?** AI **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for break fix and to get the ticket system in numeral order. ### 3. Out of the box provides efficient workflows we didn’t know we needed. **Rating:** 5.0/5.0 stars **Reviewed by:** Leah M. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I love how plugins are easy to install and use in order to integrate with other systems. The service Operations Workspace is the single pane of glass product our technicians needed. **What do you dislike about ServiceNow IT Service Management?** Because it's so customizable, there's too many options or many different ways to accomplish something in the system. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It is helping with putting proper documentation in tickets and providing self service options. These help with our intake times on tickets. ### 4. Flexible Yet Time-Consuming Custom Contract Management **Rating:** 4.5/5.0 stars **Reviewed by:** uwe e. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I appreciate the flexibility of ServiceNow IT Service Management to manage our highly customized contracts, providing each customer with individual service coverage. This allows us to give a great experience to our customers. **What do you dislike about ServiceNow IT Service Management?** The setup for individual customers is sometimes a time-consuming activity. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to manage customer entitlements and provide customer service. It handles highly customized contracts, allowing individual contracts per customer, and enhances their experience. ### 5. A big upgrade on our previous IT platform **Rating:** 5.0/5.0 stars **Reviewed by:** Graeme F. | Head of IT Service Delivery **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I think the ease of user for our users is a big win, the platform follows the ITIL framework which is also a big bonus **What do you dislike about ServiceNow IT Service Management?** The only feedback I tend to get from my agents is that the backend doesn't look as nice as the front end, but that's not an issue as the platform delivers what we need **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** IT ticketing and requests, workflow management and a friendly user experience ### 6. Matures Service Awareness, Challenging Setup **Rating:** 0.0/5.0 stars **Reviewed by:** Robert B. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like that ServiceNow IT Service Management is helping us mature our company's awareness of the services model and the benefits it creates. I also appreciate how it brings context to sometimes difficult-to-bundle information. **What do you dislike about ServiceNow IT Service Management?** The initial setup complexity in mapping low maturity service management was challenging. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management helps us handle work groupings into meaningful bundles, matures our company's service model awareness, and brings context to complex situations. ### 7. Seamless Incident Management with Stellar Reporting **Rating:** 5.0/5.0 stars **Reviewed by:** Bryce W. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like the reporting capabilities of ServiceNow IT Service Management. The reports are great for tracking incidents and resolutions, which is a big help for me. I also appreciate the ease of use and how it makes tracking incidents simpler. **What do you dislike about ServiceNow IT Service Management?** none **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for incident management and service request tracking. I like the reporting capabilities and ease of use, which make tracking incidents and resolutions straightforward. ### 8. Efficient IT Ticketing with Room for UI Improvement **Rating:** 4.0/5.0 stars **Reviewed by:** Aaron J. | Technical Architect, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I use ServiceNow IT Service Management because it's easy to use and conforms to ITIL standards. The setup was straightforward, and I appreciate that it has way more features compared to BMC Remedy. **What do you dislike about ServiceNow IT Service Management?** I'm not a huge fan of the workspaces. There are performance issues, and the UI builder documentation is nonexistent. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management helps us get tickets resolved, manage change requests, and maintain our catalog and CMDB. ### 9. Robust Enterprise Solution, But Complex Configuration Needs Costly Partner's Help **Rating:** 3.5/5.0 stars **Reviewed by:** Daria F. | Project Manager, Enterprise (> 1000 emp.) **Reviewed Date:** June 11, 2026 **What do you like best about ServiceNow IT Service Management?** Robust enterprise-level solution with easy integration capabilities **What do you dislike about ServiceNow IT Service Management?** Interface is simplistic, configuration is quite complex and often requires SNOW implementation partnering company to help with configuration which is costly **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** My requests to the Service Desk are handled in SNOW ITSM. Through it, I can submit an incident in the IT system as needed. ### 10. Best in the ITSM space **Rating:** 5.0/5.0 stars **Reviewed by:** Quinton P. **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** ServiceNow's ITSM product suite is the leader in this space. The product has been leading in this area and has mature workflows in place that now combined generative AI and agentic AI to further lead the way. **What do you dislike about ServiceNow IT Service Management?** The cost is substantial and often the barrier to further adoption. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Servicenow helps us to provide value to our business units by ensuring we deliver various IT services on a daily basis. ### 11. Optimized ITSM Workflows and Now Assist Summaries Make IT Smoother **Rating:** 5.0/5.0 stars **Reviewed by:** Eswar B. | ServiceNow App Dev Eng, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** What I find most helpful in ITSM is the SOW and its out-of-the-box workflows for Incident, Change, Problem, Knowledge, and the Service Catalog. The incident summarizations with Now Assist are also very helpful. Overall, the optimized workflows for IT make the process smoother and more effective. **What do you dislike about ServiceNow IT Service Management?** All the ITSM related were more helpful but one thing I could say more less helpful is Problem Management. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Incident resolution and request fulfillment ### 12. ServiceNow one of the best IT Management systems **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 23, 2022 **What do you like best about ServiceNow IT Service Management?** Still the same great product which we continue to customized and integrate with other products in our environment. We continue to evolve it and try to utilize in more places. **What do you dislike about ServiceNow IT Service Management?** The cost is still high and requires external consultants to do full customization. It usually takes a while to get much more needed customization but when they are published they work great! **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Many problems, maintenance renewals, a knowledgebase for users as well as IT people, timesheets, projects, tickets, problems collaborations within IT teams and end users as well. It has replaced multiple redundant software that had a gap between IT mgmt, inventory and ticketing. ### 13. Effective Tracking, Needs Visual Improvements **Rating:** 4.0/5.0 stars **Reviewed by:** Carlos D. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like the audit trail feature of ServiceNow IT Service Management as it makes it easy to track issues. The reporting capabilities are also something I appreciate because I don't need to worry about ensuring tracking separately. **What do you dislike about ServiceNow IT Service Management?** dashboards visuals **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for request support and access rights. The audit trail, easy issue tracking, and reporting mean I don't need to worry about ensuring tracking separately. ### 14. Streamlined IT Operations with Powerful Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Ayan M. | ServiceNow Consultant /Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** August 29, 2025 **What do you like best about ServiceNow IT Service Management?** 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. **What do you dislike about ServiceNow IT Service Management?** 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. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Honestly, before ServiceNow, handling IT issues felt all over the place — some things in email, some in chat, some on spreadsheets. It was easy for requests to get lost. With ServiceNow, everything comes into one system, so nothing slips through the cracks. It also saves a lot of time. Instead of chasing people for approvals or updates, workflows handle that automatically. Plus, users can check their own request status, which means fewer “any update?” messages. ### 15. Effortless Ticket Management with Transparent Ease **Rating:** 4.5/5.0 stars **Reviewed by:** Padma M. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I appreciate ServiceNow IT Service Management for its ticket management capabilities and overall ease of use. The platform is easy to use and provides transparency in managing workflows, which makes my work in IT management smoother and more efficient. **What do you dislike about ServiceNow IT Service Management?** I don't like that patch updates sometimes get pushed without our knowledge. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management solves incidents and streamlines ticket management. I find it easy to use and transparent. ### 16. Time-Saving with Interactive Workflows **Rating:** 5.0/5.0 stars **Reviewed by:** Hemlata N. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like using ServiceNow IT Service Management for the ease of solving long complex processes. I really appreciate the interactive interface, which stands out for me. The workflows are another aspect I enjoy as they help save time by auto-approving long-awaited approvals. Overall, it works well for me. **What do you dislike about ServiceNow IT Service Management?** Not applicable **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to ease solving long, complex processes and save time with auto-approvals for workflows. ### 17. Streamlines IT Management with Effective Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User | Small-Business (50 or fewer emp.) **Reviewed Date:** June 08, 2026 **What do you like best about ServiceNow IT Service Management?** I like how ServiceNow IT Service Management provides an area for automation, migration, customization, and integration. It makes my work smoother by automating processes, keeping changes consistent, improving user experience, and ensuring integration runs reliably. Also, the initial setup was pretty simple as the documentation of ServiceNow is proper. **What do you dislike about ServiceNow IT Service Management?** Update set management, more resilient workflow and integration, safer customization options **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to automate workflows, manage incidents and changes, reducing manual effort and preventing environmental conflicts. It improves process reliability, strengthens integration, and enhances user experience. ### 18. Flexible, Scalable, and Highly Integrated IT Service Management **Rating:** 4.5/5.0 stars **Reviewed by:** mirza i. | Support Analyst II, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** March 12, 2026 **What do you like best about ServiceNow IT Service Management?** I think the best this about servicenow it service management is how integrated it is. We have incident management to request fulfillment in one platform. It just feels flexible and scalable **What do you dislike about ServiceNow IT Service Management?** The only thing i dislike about servicenow It service management is the complexity. Although customisation is powerful but requires lot of time hence can feel expensive compared to other solutions **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** The major benefit for me personally js the breaking of silos between my teams. Everythjng from incident management to asset management is centralised and honestly that is some less firefighting for me and my team ### 19. Effortlessly Manage Tickets with Ease **Rating:** 5.0/5.0 stars **Reviewed by:** Sindhu reddy d. | ServiceNow developer, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** I like the ease of use of ServiceNow IT Service Management, which makes it comfortable to handle. I appreciate having one place to track all my work. The initial setup was very easy, which was a nice start for using the tool. **What do you dislike about ServiceNow IT Service Management?** nothing **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for every ticket tracking and like that it's easy to use and provides one place to track all my work. ### 20. Effortless Employee Support and Management **Rating:** 4.0/5.0 stars **Reviewed by:** Mike M. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like the employee service center in ServiceNow IT Service Management. It's great for creating requests for a variety of services and checking the status of previous requests easily. **What do you dislike about ServiceNow IT Service Management?** Description and status within the employee service center. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for complete support and management of service requests and break-fix scenarios, providing an employee service center with the ability to create requests and check statuses. ### 21. Customizable Forms That Improve Visibility **Rating:** 4.5/5.0 stars **Reviewed by:** Rhonda M. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** For us, the most valuable feature coming from an email only support system is the ability to customize forms and split them off from incidents which gives us a better view. **What do you dislike about ServiceNow IT Service Management?** We do not have as much customization abilities as we would like to meet the needs of the other departments. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It is helping by offering us greater visibility in the dashboards which helps us be more responsive. ### 22. ServiceNow IT service management **Rating:** 4.5/5.0 stars **Reviewed by:** Farheen S. | Software Engineer, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** October 01, 2025 **What do you like best about ServiceNow IT Service Management?** 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. **What do you dislike about ServiceNow IT Service Management?** 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. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I am responsible for monitoring incidents and responding to customer queries that arise while using the ecommerce applications JcPenny, MyLifetouch, and Prestige Portraits. This involves ensuring that any issues customers encounter are addressed promptly and effectively. ### 23. Effortless to Use, Highly Effective **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User | Enterprise (> 1000 emp.) **Reviewed Date:** June 09, 2026 **What do you like best about ServiceNow IT Service Management?** I like the simple UI of ServiceNow IT Service Management. I also appreciate the primary dashboard, which I can customize to put my work right in front of me instead of having to track it down. Additionally, the initial setup was incredibly intuitive. **What do you dislike about ServiceNow IT Service Management?** Loading times but that’s not necessarily the norm when querying multiple reports. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for monitoring tickets and reports, tracking trends, and assigning issues to FSEs. The customizable UI and dashboard put my work upfront, eliminating the need to track it down. ### 24. Transitioning to new experiences **Rating:** 3.5/5.0 stars **Reviewed by:** Bianca M. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like the newer user experience for submitting and reviewing incidents in ServiceNow. It makes it easier to follow an incident end to end in a more fluid way, which is especially helpful when supporting a large, complex enterprise. **What do you dislike about ServiceNow IT Service Management?** Depending on which functionality I’m using, the experience varies by workflow, and it doesn’t feel like a one-stop-shop experience. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** We are using it for timesheet tracking, incidents, and support. ### 25. Streamlined ITIL Processes, Needs Better Escalation **Rating:** 4.0/5.0 stars **Reviewed by:** vaibhav s. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like that all ITIL processes are clearly defined and standardized in ServiceNow IT Service Management. The change risk calculation and CAB make the CAB meetings faster and productive. Additionally, setting up ServiceNow IT Service Management was easy. **What do you dislike about ServiceNow IT Service Management?** The incident escalation process is something not available for a long time. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management helps with reporting and notifications, and streamlines ITIL processes by defining and standardizing them. ### 26. Effortless IT Management with Easy Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Paul B. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like the ease of use of ServiceNow IT Service Management. The simplicity of integrations also stands out to me, especially with the service graph connectors which allow user computer information to be on the user record. The initial setup was easy as well, which I appreciated. **What do you dislike about ServiceNow IT Service Management?** easier reporting **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for incident and change management, solving issues with gathering data and managing workload. ### 27. Essential for Organizational Clarity and Service Management **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like having a hierarchical view of our services and the schema of their relationships. It really helps with organization, and having a singular location to view these relationships is beneficial to both IT and customers. **What do you dislike about ServiceNow IT Service Management?** N/A **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I find ServiceNow IT Service Management helps us track app and technical services, organizing them effectively. It provides a singular location to view hierarchical relationships, aiding both IT and customers. ### 28. Effortless IT Management with Room for Reporting Improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Ujjal G. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I find ServiceNow IT Service Management easy to configure, which is a big plus for me. I also like its user interface; the workflow seems very streamlined and user-friendly. **What do you dislike about ServiceNow IT Service Management?** I'm struggling with the reporting and analytics in ServiceNow IT Service Management. It's challenging to join tables to extract information. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use it for IT case management, solving issues like asset procurement, user access, and system defects tracking. ### 29. Solid Reporting and Configuration, Needs More Out-of-the-Box Features **Rating:** 4.5/5.0 stars **Reviewed by:** Kenzie g. | Csi analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about ServiceNow IT Service Management?** 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. **What do you dislike about ServiceNow IT Service Management?** 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. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I find the product provides accurate data for clear reporting, improving partner communication and making us future-proof. ### 30. Great product! **Rating:** 4.5/5.0 stars **Reviewed by:** Angelina G. | Business Systems Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 08, 2026 **What do you like best about ServiceNow IT Service Management?** I really like the product and the way is designed **What do you dislike about ServiceNow IT Service Management?** Nothing the product its great, but something that may can improve that the tickets are not **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** IT support across the departments and help with the process ### 31. ServiceNow ITSM has been a game changer **Rating:** 5.0/5.0 stars **Reviewed by:** Kristina J. **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** I like the flexibility to guide users to provide as much information as possible upfront. Allowing stakeholders to own their own service taxonomy has shifted responsibilities away from the development team and toward end-user empowerment. **What do you dislike about ServiceNow IT Service Management?** Some of the options need to be customized to work in our environment, which can lead to unconventional usage. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It helps trend incidents across the business and allows us to streamline application. ### 32. Efficient IT Operations with Stellar Dashboard **Rating:** 4.5/5.0 stars **Reviewed by:** Jagdish L. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like the overall dashboard and SLA Tracking in ServiceNow IT Service Management, which helps me manage the number of hops efficiently. I also enjoy the user interface, which is intuitive and easy to use. The initial setup was very easy, making the transition smooth. **What do you dislike about ServiceNow IT Service Management?** I think the link to SAM and HAM could be improved. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for managing IT operations efficiently. ### 33. Efficient Layout, Needs Better Integration **Rating:** 4.0/5.0 stars **Reviewed by:** tiffany c. | Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** I like the complete end-to-end tracking in ServiceNow IT Service Management, which makes the process more efficient. It's also great that transferring tickets to other agents is easy, which helps in maintaining smooth operations. **What do you dislike about ServiceNow IT Service Management?** easier integration with other modules **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for trouble tickets like password resets and broken laptops, and I like its complete end-to-end tracking and easy transfer to other agents. ### 34. Great Visibility but Performance Needs Work **Rating:** 4.0/5.0 stars **Reviewed by:** Laura B. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like how ServiceNow IT Service Management provides visibility on how quickly problems are resolved, which is really helpful for communication across various offices. I also appreciate how it structures information effectively. **What do you dislike about ServiceNow IT Service Management?** The time it takes to render the data, and performance is a huge issue. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to provide more visibility on how quickly problems are resolved and to structure information. ### 35. Clean Out-of-the-Box Functionality with Feature-Rich Capabilities **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like the clean out of the box functionality and all the features that are available from the start. **What do you dislike about ServiceNow IT Service Management?** I dislike the lack of 'polish' with a majority of new agents for ITSM. I feel like I often enable skills or agents and have trouble configuring them. I feel like they should just work out of the box for the most part, even if the instance is somewhat customized. If the instance is customized, a setup for customized instances would be helpful **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ITSM is used at my enterprise for Change, Problem, and Incident. It is used extensively as part of our major incident process. ### 36. Efficient and Reliable Incident Management Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Tanya M. | Research Associate, Small-Business (50 or fewer emp.) **Reviewed Date:** April 29, 2026 **What do you like best about ServiceNow IT Service Management?** Excellent platform for incident tracking and workflow management. Integrates seamlessly with multiple projects. **What do you dislike about ServiceNow IT Service Management?** The platform can be relatively expensive, and reporting performance may slow down when processing large volumes of data. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow helps us efficiently track incidents and service requests through customizable dashboards and automated workflows ### 37. Clean, Easy-to-Use Employee Portal with AI Integration **Rating:** 5.0/5.0 stars **Reviewed by:** siddhartha m. | SOlution Architect, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** clean and easy to use employee portal integrated with AI **What do you dislike about ServiceNow IT Service Management?** a bit confusing Service workspace. and needs AI to make it easier **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Integrated process across Incident, request and change ### 38. Streamlined IT Operations with a Powerful Orchestration Layer **Rating:** 5.0/5.0 stars **Reviewed by:** Poorna Chand D. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I really like the orchestration layer in ServiceNow IT Service Management. It helps solve problems well and better manage operations, making the overall process more efficient. The initial setup is also straightforward, which makes it easy to get started. **What do you dislike about ServiceNow IT Service Management?** Nothing specific. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for managing IT requests, incidents, tasks, and operational incidents effectively with the orchestration layer enhancing problem-solving and operational management. ### 39. Efficient platform for automating IT services but complex to set up. **Rating:** 4.5/5.0 stars **Reviewed by:** Allan J. | Senior Software Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** August 20, 2025 **What do you like best about ServiceNow IT Service Management?** 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. **What do you dislike about ServiceNow IT Service Management?** 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. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management is solving key business problems such as managing IT incidents, streamlining service requests, automating workflows, and improving visibility into IT operations. By centralizing IT issue tracking and resolution, ServiceNow helps reduce downtime, eliminate recurring problems, and provide faster responses to employee requests. This benefits our organization by increasing productivity, reducing costs, and ensuring compliance with industry standards. The platform’s analytics and reporting tools also allow us to identify improvement areas and align IT services with business goals, driving continuous improvement and enhancing overall service quality. ### 40. Centralized Yet Cluttered Service Management **Rating:** 2.5/5.0 stars **Reviewed by:** Revein R. | Manager, IT Services APAC & MEIA, Enterprise (> 1000 emp.) **Reviewed Date:** December 11, 2025 **What do you like best about ServiceNow IT Service Management?** I like that ServiceNow IT Service Management is centralized and easy to use because everything we need is in one platform, including Knowledge-Centered Service (KCS). I also appreciate that everything else besides the new interface is running perfectly and there are hardly any lags. From an end-user perspective, the setup was easy. **What do you dislike about ServiceNow IT Service Management?** I preferred the old instance as the new ServiceNow instance is too cluttered, making work tough for everyone. The new interface for incident and service requests is cluttered and hard to use compared to having all the data presented to you in the old instance. It's increasing time for our users to use the platform, which translates to a drop in productivity. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management centralizes user interactions through incident and service requests and logs data for performance monitoring and analytics, highlighting major issue patterns. ### 41. Best ITIL management tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 08, 2022 **What do you like best about ServiceNow IT Service Management?** ServiceNow is doubling down on AI to automate repetitive tasks, accelerate ticket resolution, and reduce human error. This includes improved virtual agents, predictive intelligence, and smarter workflow recommendations. Recent updates bring cybersecurity directly into ITSM workflows. This means incidents, vulnerabilities, and risk signals can be correlated in one place—improving response time and resilience. ServiceNow continues investing in low‑code capabilities so non‑developers can build workflows, automations, and forms faster—without compromising governance. **What do you dislike about ServiceNow IT Service Management?** Many companies struggle with maintaining a clean, accurate CMDB, and the process requires strong asset management and robust discovery practices. eep integrations remain complex, and organizations often still need partner services to handle edge cases and legacy system connections **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** API integration to automate the tasks. Documentation and community support very vastly present. Productivity can be improved with reporting and alerting for P1s and other tasks. ### 42. The bread and butter **Rating:** 4.5/5.0 stars **Reviewed by:** Adam R. | IT Quality Control Technician **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** ITSM is a daily tool in use. As an IT member, ITSM allows us to build a user friendly experience and portal to access and request services **What do you dislike about ServiceNow IT Service Management?** The robustness and vastness of the options and individual customizations can lead to a creative or developer block **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ITSM is our bread and butter. Our frontline ability to access any tickets, problem records, catalog item, etc’s status. ### 43. Centralized Platform to Manage All things IT **Rating:** 5.0/5.0 stars **Reviewed by:** Rebecca C. **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** A single place to manage and correlate incidents, problems, changes, and knowledge. It’s extremely beneficial to be able to view everything together within one module. **What do you dislike about ServiceNow IT Service Management?** Although we try to stay out of the box, customers often need additional fields and customizations to support their specific business requirements. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** By having everything available in a single platform, we are able to reduce MTTR all incidents. ### 44. The core of the ServiceNow platform **Rating:** 5.0/5.0 stars **Reviewed by:** Dave C. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** ITSM provides a complete, all-encompassing ITSM solution for us. We can configure it however we need, and have every workstation covered. **What do you dislike about ServiceNow IT Service Management?** Recently licensing changed to remove Problem and Change from the standard licensing. Requiring an upsell just to get basic ITSM functions included is sinister. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** We use ITSM to manage all of our IT service management functions, including incident, problem, change, request, knowledge, and configuration. ### 45. Effortless Ticket Management with Amazing Features **Rating:** 5.0/5.0 stars **Reviewed by:** Raveena Kiran B. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like the new features like Now Assist in ServiceNow IT Service Management. It handles many tasks efficiently, which I find beneficial. Additionally, the ease of summarization has been really helpful. The initial setup was very easy for us too. **What do you dislike about ServiceNow IT Service Management?** NA **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for ticket management and handling IT tickets. It efficiently manages tasks, and the Now Assist feature eases summarization. ### 46. Great Platform That Fits Any Business Process **Rating:** 5.0/5.0 stars **Reviewed by:** anders s. | ServiceNow Product Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** Great platform to fit to any business process **What do you dislike about ServiceNow IT Service Management?** Nothing really - are pretty satisfied in total **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Enterprise it service management structure which enables workflow and automation processes ### 47. The best in class ITSM tool **Rating:** 5.0/5.0 stars **Reviewed by:** Karthick N. **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** The way data modeling works between itsm products and itom products makes it a consistent platform. **What do you dislike about ServiceNow IT Service Management?** There are still quite a few many-to-many relationships between tables, and it would be easier if those were handled more smoothly. Also, having reporting metrics available would be really handy. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Any IT service an organization is willing to provide to its business or customers is well enabled by ITSM. ### 48. Efficient IT Asset Management with Room for Speed Improvement **Rating:** 3.5/5.0 stars **Reviewed by:** Naresh P. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** I find ServiceNow IT Service Management to be an easy to use platform, which is important for my IT Asset Management tasks. It's also modern, sleek, and fast, which helps in saving both time and money. **What do you dislike about ServiceNow IT Service Management?** Make it more faster **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for asset life cycle management and auditability. It's an easy-to-use, modern, and sleek platform that saves time and money. ### 49. ITSM made simpler **Rating:** 5.0/5.0 stars **Reviewed by:** Jose G. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** What I like most is how simple it is to have all the information my team needs to handle incidents, alerts, or tickets in one unified platform. **What do you dislike about ServiceNow IT Service Management?** Nothing to complain about so far. It’s been a great tool for my team, and it’s working well for what we need. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It serves as a centralized hub for our entire organization, which simplifies our day-to-day work. ### 50. This is the best ticketing system on the market! **Rating:** 5.0/5.0 stars **Reviewed by:** Rita V. | Manager, Managed Services Operations **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** Organized and detailed oriented. I like how it can be customized for our IT business. We count on it to get us through audits successfully because of the capability for rich detail. **What do you dislike about ServiceNow IT Service Management?** I love this tool and can’t think of using something else **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** All IT companies need a ticket input system. We use it for KB, change, request, incident, problem and our oncall schedules ## ServiceNow IT Service Management Discussions - [aws solution architect training](https://www.g2.com/discussions/51509-aws-solution-architect-training) - 1 comment, 1 upvote - [Asset Tracking](https://www.g2.com/discussions/asset-tracking) - 1 comment, 1 upvote - [What is ServiceNow IT Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-it-service-management-used-for) - 3 comments - [What features of ITIL are utilized by the ServiceNow platform?](https://www.g2.com/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) - 1 comment - [What are the features of service management?](https://www.g2.com/discussions/what-are-the-features-of-service-management) - 1 comment - [View ServiceNow IT Service Management pricing details and edition comparison](https://www.g2.com/products/servicenow-it-service-management/reviews?page=9§ion=pricing&secure%5Bexpires_at%5D=2026-07-25+16%3A37%3A01+-0500&secure%5Bsession_id%5D=bd43df6e-3256-4cde-a7cb-4e5e4200bc3a&secure%5Btoken%5D=94edc824dd6d4eb5df6451fc5fd119ab26ffc86ace4577196f6f34622add6f6e&format=llm_user) ## ServiceNow IT Service Management Integrations - 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Multi-Channel Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making ## Top ServiceNow IT Service Management Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,297 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (963 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) - 4.3/5.0 (777 reviews)