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ServiceNow IT Service Management Reviews & Product Details

Bobby V.
BV
Systems Engineer
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 invite
Incentivized Review
What do you like best about ServiceNow IT Service Management?

ServiceNow IT Service Management is highly customizable and can be adapted to various environments. It is widely used across the industry and they offer solid support for the product. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

ServiceNow IT Service Management is not the most intuitive ticketing system out there. The interface is also not impressive and it's quite hard to navigate. The learning curve of getting used to the system is quite steep. Review collected by and hosted on G2.com.

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

We use ServiceNow IT Service Management for a ticketing system to raise incidents, service requests, change requests, and so on. We have customized the system to serve our needs. Review collected by and hosted on G2.com.

ServiceNow IT Service Management Overview

What is ServiceNow IT Service Management?

ServiceNow IT Service Management (ITSM) intelligently delivers resilient IT services, reduces costs, boosts agent productivity and improves employee experiences – all on one AI platform for business transformation. Chosen by 85% of the Fortune 500, our ITSM solution can reduce service maintenance by 68%, increase incident resolution productivity by 30%, and decrease incident volume by 30%.

ServiceNow IT Service Management Details
Product Website
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Product Description

ServiceNow delivers an IT Service Management experience that is faster, smarter, and more automated than ever.


Seller Details
Company Website
Year Founded
2004
HQ Location
Santa Clara, CA
Twitter
@servicenow
51,066 Twitter followers
LinkedIn® Page
www.linkedin.com
29,567 employees on LinkedIn®
Ownership
NYSE:NOW
Total Revenue (USD mm)
$7,240
Description

ServiceNow allows employees to work the way they want to, not how software dictates they have to. And customers can get what they need, when they need it.


Elijah P.
EP
Overview Provided by:

Recent ServiceNow IT Service Management Reviews

Verified User
U
Verified UserMid-Market (51-1000 emp.)
5.0 out of 5
"ServiceNow IT Service Management Review"
Ease of Access Simple Dashboard UI and user experience Better and swift Resolution of Issues Fast Paced Environment Ease of Understanding the S...
Sagar P.
SP
Sagar P.Enterprise (> 1000 emp.)
5.0 out of 5
"ServiceNow IT Service Management feedback"
ServiceNow IT Service Management is easy to use and best in implmentation for ITSM processes. It can be easy to integrate with other third party ap...
Amrit Kumar P.
AP
Amrit Kumar P.Enterprise (> 1000 emp.)
5.0 out of 5
"ServiceNow - ITSM Modl=ule"
ServiceNow is a tool for future with addition of latest AI models in it. It started as a ticketing tool and has now become a tool for various pu...
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4 people requested security information

ServiceNow IT Service Management Media

A first look at the latest release of ServiceNow's AI platform for business transformation. Xanadu optimizes the AI-ready Now Platform for speed and scale. Employees, customers, and developers in any industry can put actionable AI to work.
Play ServiceNow IT Service Management Video
A first look at the latest release of ServiceNow's AI platform for business transformation. Xanadu optimizes the AI-ready Now Platform for speed and scale. Employees, customers, and developers in any industry can put actionable AI to work.
The consensus is in: Generative AI is a game-changer. Rajeev Sethi, VP of digital technology and emerging technologies at ServiceNow, discusses how GenAI can improve KPIs across the business from employee satisfaction to MTTR.
Play ServiceNow IT Service Management Video
The consensus is in: Generative AI is a game-changer. Rajeev Sethi, VP of digital technology and emerging technologies at ServiceNow, discusses how GenAI can improve KPIs across the business from employee satisfaction to MTTR.
ServiceNow's generative AI solution, Now Assist, is transforming how content is accessed by colleagues in 67 countries and multiple business units.
Play ServiceNow IT Service Management Video
ServiceNow's generative AI solution, Now Assist, is transforming how content is accessed by colleagues in 67 countries and multiple business units.
Mindsprint, a leading technology and business services firm that offers impact-driven solutions, relies on ServiceNow ITSM and the Now Platform to optimize service delivery.
Play ServiceNow IT Service Management Video
Mindsprint, a leading technology and business services firm that offers impact-driven solutions, relies on ServiceNow ITSM and the Now Platform to optimize service delivery.
If you are interested in how GenAI is transforming ITSM, this is the video for you. See a live demo of Now Assist for ITSM and a sneak peek at what's to come.
Play ServiceNow IT Service Management Video
If you are interested in how GenAI is transforming ITSM, this is the video for you. See a live demo of Now Assist for ITSM and a sneak peek at what's to come.

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Video Reviews

873 out of 874 Total Reviews for ServiceNow IT Service Management

4.3 out of 5
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ServiceNow IT Service Management Pros and Cons

How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Cons

Overall Review Sentiment for ServiceNow IT Service ManagementQuestion

Time to Implement
<1 day
>12 months
Return on Investment
<6 months
48+ months
Ease of Setup
0 (Difficult)
10 (Easy)
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G2 reviews are authentic and verified.
Amrit Kumar P.
AP
Software Development Consultant
Information Technology and Services
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 invite
Incentivized Review
(Original )Information
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best about ServiceNow IT Service Management?

ServiceNow is a tool for future with addition of latest AI models in it.

It started as a ticketing tool and has now become a tool for various purposes, from maintaining our assets to ordering multiple services with a single click, which can be tracked under a single portal.

It also helps you maintain and track your tickets in your mobile app. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

There is nothing to dislike about ServiceNow. It is growing every day. They are coming up with their bug solutions in every new release.

The new ServiceNow version has bugs when it is released but it is fixed by providing us patches in few months. Review collected by and hosted on G2.com.

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

It is helping to solve our client's problems using ServiceNow.

1. They can manage their assets and maintain them in a single place.

2. The UI makes it more easier to use.

3. Users can use the mobile app to keep a track of their tickets and get the latest update.

4. The AI has made life easier for users to get the solution to problem promptly without waiting for live agents in long queue. Review collected by and hosted on G2.com.

Dhaval M.
DM
Associate Network Manager
Information Technology and Services
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 invite
Incentivized Review
What do you like best about ServiceNow IT Service Management?

here in ServiceNow Note tab in resolution page was very much helpful we can share here our work notes and requirement with customent it will be available with request number permenently so in future some one can also refer the same. also best thing is we can configure workflow as per ITIL standerds and set custom alerts. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

some tooltips need to share regularly to ServiceNow user acording to his role. what happen in current senairio Servicenow having somuch features but as we are busy in day to day task not exploring more. using this flash tooltips we can lern small things regularly and it's impect to effective utilysation of servicenow. Review collected by and hosted on G2.com.

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

it's give transprancy between user and techsupport, what every users facing issue the raise concern using ServiceNow and as techsupport team we will get alert as we already configured and we can write our troubleshooting steps in worknote tab which is visible to user with if we have configured alerts then user received email on our worknotes. so that user also happy to see we are working on his issue towards resolutions. Review collected by and hosted on G2.com.

CL
AI ML ENGINEER
Information Technology and Services
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 invite
Incentivized Review
What do you like best about ServiceNow IT Service Management?

ServiceNow IT Service Management ITSM is very easy to use. The UI is so simple. And the tasks such as Incident management, Problem record creation etc can be done in simple steps. And also by integrating this with the share point I am able to get the insights, trends. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

Integrating ServiceNow ITSM with other applications like Nexthink and Kore AI is challenging and complex. Also, sometimes it's difficult to understand, navigate, and stay up to date with all the available functionalities. Review collected by and hosted on G2.com.

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

As a digital workspace engineer, we design various workflows that automate tasks for known issues, making it easier for users to resolve their problems efficiently.Trends and the reports that are there helps me identify frequently occurring issues and gain insights into the problems that users regularly face. Review collected by and hosted on G2.com.

SS
Senior Engineer
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: G2 invite
Incentivized Review
What do you like best about ServiceNow IT Service Management?

Service now is a great Ticketing tool. Give a very user friendly interface, you can easily customize the Dashboard as your requirement. I have been using this soultion from last few years, exporting the report on daily bases becomes easy with SNOW. Provide the multiple Services like Chnages managment, Service request.

You can do the Automation to make your work easier. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

Overall the Tool is great but cost is quite high for samll organizations, and some time feels some slowness issues while opening the tabs, it took a bit longer then usual. Review collected by and hosted on G2.com.

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

Snow is helping me to share the ticketing report on daily basis. it's a quick process to get the reports by giving some filters. Support quality is very good. I can create the Shortcut of my fav filters to access it easily. you can configure the SLA alerts and you will get the notification on your Email just to avoid SLA breach.

Overall I am happy working with SNOW tool. Review collected by and hosted on G2.com.

Verified User in Computer & Network Security
CC
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 invite
What do you like best about ServiceNow IT Service Management?

I like how it offers a unified platform for managing incident, change and request management. I use it everyday and tools like flow designer make it easy for us to create and implement complex work flows with low or almost no code. I like how ServiceNow is helping us make strides with the predictive intelligence and virtual agents. ServiceNow integrates seamlessly with a wide range of third-party tools and services. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

The one aspect that i dont like about ServiceNow ITSM is the steep learning curve. When we aboard new member, they take a long time to adapt. More training materials on the revelant modules are needed. Review collected by and hosted on G2.com.

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

As a consultant in Digital workspace, I try to create efficient streamlined flows for employees and I use ServiceNow ITSM a great deal. We use the virtual agent to automate common service requests and provide instant responses to end-users. Our self-service portal and Virtual Agent empower users to solve problems themselves independently, such as resetting passwords or requesting software. It helps us identify trends, plan resources effectively, and continuously improve services. With automated workflows in Flow Designer, change requests are routed, approved, and tracked seamlessly. Review collected by and hosted on G2.com.

Nikita D.
ND
Change implementation analyst
Computer Software
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Seller invite
Incentivized Review
What do you like best about ServiceNow IT Service Management?

I like how its user friendly and easy to access and pre query feature of AND and OR functions which makes filtering easy and I also like the way we can create our own dashboard and different forms of visual representation of data like pie charts or graphs , easy to track the performance metrics Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

Nothing as such disliked till now in my experience. Review collected by and hosted on G2.com.

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

We use it as our ticketing system to filter out our incidents and tasks based on requirements. It makes us easily access our tickets based on our own preferences and assignments Review collected by and hosted on G2.com.

BC
Senior Project Engineer
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 invite
Incentivized Review
(Original )Information
What do you like best about ServiceNow IT Service Management?

The ticketing system is the best thing about ServiceNow ITSM. It is easy to use and can handle the load very well. I use it everyday for my work. It is easy to use and even saves my time. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

I would say that the User Interface needs to be improved. It is very plane. Review collected by and hosted on G2.com.

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

It is providing a platform for us handle all of our tickets from various departments in our company. It helps us to store and manage all of our issue and even allows us to create catalog tasks and change requests. Review collected by and hosted on G2.com.

GK
AI / ML Engineer
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
Products used within ServiceNow Now Platform: ServiceNow IT Service Management
What do you like best about ServiceNow Now Platform?

Incident Management is easy to use, Flow Designer can be implemented for several usecases, Asset Management for best customer support Review collected by and hosted on G2.com.

What do you dislike about ServiceNow Now Platform?

Integrations hub for servicenow collector, UI Designer that use ServiceNow's Javascript code Review collected by and hosted on G2.com.

What problems is ServiceNow Now Platform solving and how is that benefiting you?

When we need to monitor lots of assets over time, servicenow makes it easier by connecting those devices to their instance and we can control those devices by running scripts, actions using the inbuilt flow designer and more support is also provided by the integrations hub for action & Flow Desginer. Review collected by and hosted on G2.com.

Ayushi S.
AS
Production Support Executive
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best about ServiceNow IT Service Management?

Service now tool is very easy to use and helps to track all the issues. I like bestin Service now is drop down cotent for finalizing the issue such as 'Incident, change request, enhancement, service request'. i am using the Servicenow from the past 4 years and it is best tracking tool. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

After using this tool from a long time i felt that for checking all the tickets the page can be load more faster other than this i am happy to use the tool. Review collected by and hosted on G2.com.

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

Servicenow IT service is solving my day to day concerns by providing all the data at one place, also it is very easy to take out the report after creating filters which helps the developer. Before using this tool, i was keeping the track of all the issues manually in google sheets and also it was very hard to keep the track of all the tickets and couldnt get the graphical representation of the same. Review collected by and hosted on G2.com.

Kunal K.
KK
Analyst
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about ServiceNow IT Service Management?

In my organisation, we use the Service Now application for daily tickets and incidents, which is user-friendly. But try to be specific: Here is the one major factor I liked the most.

Self-Service Portal: This acctually reduces the IT team’s workload and improves user satisfaction. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

The only thing I dislike about service now is its high cost. ServiceNow can be expensive, especially for smaller organizations. Review collected by and hosted on G2.com.

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

From what I have discovered so far, traditional IT processes can involve a lot of manual tasks, like assigning tickets, tracking issues, and updating documentation, which can lead to errors, delays, and frustration for both IT teams and users.

coming to the improvement what i suggest is IT issues and outages can disrupt operations, impact productivity, and reduce customer satisfaction if not resolved quickly. Review collected by and hosted on G2.com.