--- title: ServiceNow IT Service Management Reviews meta_title: 'ServiceNow IT Service Management Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1948 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: 1948 scale: '5' date_modified: '2026-08-10' 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:** 1,948 ## 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. Efficient ITSM Platform for Streamlined Workflow Management **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Small-Business (50 or fewer emp.) **Reviewed Date:** April 27, 2026 **What do you like best about ServiceNow IT Service Management?** I use ServiceNow IT Service Management primarily for managing incidents, service requests, and tracking issues across applications. It helps streamline communication between development, support, and operations teams by providing a centralized platform for ticketing and workflow management. In my role, I use it to monitor and resolve production issues, track bugs, manage change requests, and ensure proper documentation of tasks. It also helps in prioritizing work, maintaining SLAs, and improving overall efficiency through structured processes and automation. **What do you dislike about ServiceNow IT Service Management?** The platform can feel complex and less intuitive for new users, and advanced customizations often require specialized expertise. Additionally, performance may slow down in heavily customized environments. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow ITSM solves the challenge of managing incidents and requests across teams by providing a centralized, structured platform. It helps improve visibility, streamline workflows, and ensure SLA adherence. In my role, it allows me to track issues efficiently, prioritize work, and collaborate better with teams, resulting in faster resolution and improved productivity. ### 2. Automates Tasks, But Needs Better Customization **Rating:** 4.5/5.0 stars **Reviewed by:** Avik M. | Senior Manager IT Asset and Client Services, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like ServiceNow IT Service Management for its well-thought design, which allows agent skills and the ability to create agents that yield great value. The product's features make it possible to automate many tasks that were previously completed by human L1 agents, such as categorization, ticket routing, and KB creation. **What do you dislike about ServiceNow IT Service Management?** New Service Operation Workspace has low adoption and probably has too much information on a single page. The ability for agents to customize it would be great. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to better track and automate processes, resolve internal IT issues, and automate tasks like ticket routing and categorization, which were previously done by human agents. ### 3. Seamless Incident Management and Request Handling **Rating:** 5.0/5.0 stars **Reviewed by:** Zach O. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I love the ease of use in ServiceNow IT Service Management. The incident process and the request catalog are particularly valuable, as they allow our non-technical users to submit requests easily. It helps us easily keep track of all incidents and requests in the company. We switched from an in-house developed product to ServiceNow IT Service Management because of its scalability and ease of use. Overall, it works well and the initial setup was fairly smooth, even though it was many years ago. **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 use ServiceNow IT Service Management to efficiently track incidents and requests. It's easy for our non-technical users to submit requests, improving company-wide communication. ### 4. AI-Powered Incident Management with Highly Customizable Self-Service Portals **Rating:** 5.0/5.0 stars **Reviewed by:** deepeshkumar G. | Technical Specialist functional , Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** May 04, 2026 **What do you like best about ServiceNow IT Service Management?** With AI capabilities SNOW has very good capability for incident management, customised options to enhance efficiency, customer friendly self service portals with robust customisation. **What do you dislike about ServiceNow IT Service Management?** SNOW is little complex and requires experts to handle for maintenance of extensive feature set, upgrades, and the cost is on a higher side for lesser priority teams. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** SNOW have the process automation feature which enhanced and streamlined our daily routine tasks like incident management , change management and reduced the request handling time for a great extend.. Customization feature helped us to configure workflows in a tailored way for specific projects. Cloud based service reduced us to maintain on prem infrasture reduced our cost. ### 5. Robust Incident Management, Minor Glitches with Tabs **Rating:** 5.0/5.0 stars **Reviewed by:** rob w. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like how ServiceNow IT Service Management helps reduce major incidents and outages by proactively managing the environment. I also appreciate that the Service Operation Workspace and Agent Assist work great, allowing agents to view customer incident history, which helps in quickly triaging repeat users. **What do you dislike about ServiceNow IT Service Management?** Opening multiple tabs in the Service Operation Workspace sometimes causes memory leaks and can make the app freeze as memory utilization hits 100%. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for resolving and tracking incident and problem management. It reduces major incidents by proactively managing the environment. Agent Assist helps by allowing us to quickly triage repeat users by checking customer incident history. ### 6. Streamlined Incident Management, Needs Easier Setup **Rating:** 5.0/5.0 stars **Reviewed by:** komal s. | Sr Modern Service Management Engineer, 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 easy to learn and introduce to new incident responders. The Incident Management feature is particularly valuable as it allows us to record incidents and see trends, which is essential for performing root cause analysis and checking dependencies, known issues, and known errors. **What do you dislike about ServiceNow IT Service Management?** The initial setup of ServiceNow IT Service Management was not that easy. I also find the outage tab linkage with the problem record directly could be improved. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to capture knowledge, ensure proper escalation, and quickly record incidents. It helps me perform root cause analysis through trend observation, dependencies, and known issues. ### 7. Great IT Solution with Room for Flexibility **Rating:** 3.5/5.0 stars **Reviewed by:** Amber N. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like that ServiceNow IT Service Management is our one-stop place to address IT-related concerns. It lets us manage requests, incidents, and access the knowledge base and catalogs all in one platform. This makes it really useful as we can do it all in one place and store information historically. **What do you dislike about ServiceNow IT Service Management?** The reportings and workspace is a bit rigid. I also wish for a better understanding of how the platform works with knowledge base articles. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for tracking ticket volume, setting SLAs, and resolving incidents. It's our one-stop place for all IT-related concerns, allowing us to handle requests, incidents, and store information historically. ### 8. Robust Tool with OOB Simplicity and High Automation Potential **Rating:** 5.0/5.0 stars **Reviewed by:** Tim K. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like the out-of-the-box functionality of ServiceNow IT Service Management, but I especially appreciate the high ceiling for automation opportunities. The ease of use with the Statement of Work (SOW) is another aspect I find valuable. The initial setup of the system was fairly simple right out of the box. Overall, I would definitely recommend IT Service Management. **What do you dislike about ServiceNow IT Service Management?** The learning curve is always a challenge. It's not so much improvements, but understanding the complicated language and differentiating the relationships between INC, PRBs, MIs, RITMs, REQs, SCTASKS, PTASKS, etc. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for organizing all IT requests and changes in our infrastructure and data environments. ### 9. Seamless Cross-Team Collaboration with Powerful Dashboard Analytics **Rating:** 4.0/5.0 stars **Reviewed by:** afshan a. | Technical lead, Enterprise (> 1000 emp.) **Reviewed Date:** April 08, 2026 **What do you like best about ServiceNow IT Service Management?** It provides a seamless interaction between various teams working on the different systems and technologies with its one of its kind analytics abilities encountered through its dashboards. **What do you dislike about ServiceNow IT Service Management?** Everytime have to refresh the dashboard to see the tickets coming in our queue and generation of report and their results are sometimes difficult to analyse. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It is bringing the teams of different platforms on the same page for better execution of project activities and helping a lot in speeding up the project for best results. ### 10. Seamless Incident and Change Management, Minor Learning Curve **Rating:** 4.5/5.0 stars **Reviewed by:** Rahul W. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like the capabilities and the connected platform of ServiceNow IT Service Management. I appreciate how it seamlessly integrates the relationship between incident, change, and problem flow for the service desk and remote support. **What do you dislike about ServiceNow IT Service Management?** The employees need to know the service and service offerings, and it could be challenging. Employees need to know what the different services and service offerings are to get to the right support team. The initial setup was moderately complex. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for employee support. Its capabilities and connected platform help manage the relationship between incident, change, and problem flow seamlessly for the service desk and remote support. ### 11. Incident & Operations Management Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Kajal s. | Site Reliability Engineer in Deustche Bank on behalf of TCS, Enterprise (> 1000 emp.) **Reviewed Date:** August 07, 2023 **What do you like best about ServiceNow IT Service Management?** curated dashboard for tracking of on call rota, ticket behaviour. Templates to opt for auto fill of tickets as per preference and requirement . integration with infra and monitoring software products like Newrelicwhere in dbunity endpoint for creating auto incidents . auto incident creation via ITRS geneos software based on event rule integration setup in dbunity . hub of knowledge base references to handle issues effieciently for new resources . user friendly interface , simple and adaptable for new joiners to use. **What do you dislike about ServiceNow IT Service Management?** more filtering to tackle task assigned in change request . AI involvment for real time insignts and smarter recommendation for incident resolution . enhancement in reporting performance **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It has been helpful in resolving concern for application outages via engaging required support group and the proper linkage of the application ci and noting the impact and affect it can cause ### 12. Effective Ticketing with ServiceNow **Rating:** 4.5/5.0 stars **Reviewed by:** Ram Singh Y. | Senior System Associate, Enterprise (> 1000 emp.) **Reviewed Date:** April 23, 2026 **What do you like best about ServiceNow IT Service Management?** I like ServiceNow IT Service Management for its UI and UX. The overall tickets dashboard view is great for tracking and viewing tickets. I appreciate the day and night theme view and the ability to create email templates directly within ServiceNow, so I don't need to switch to another general mail application. The initial setup was an easy walkthrough. **What do you dislike about ServiceNow IT Service Management?** I think there must be a feature for sprint planning like Jira software. Maybe I have not checked in ServiceNow. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for ticket tracking, incident requests, change requests, and ticket assignment. It solves my need for a comprehensive view and tracking of tickets with its overall tickets dashboard view. ### 13. ServiceNow ITSM: Unified “Single Pane of Glass” with Powerful CMDB & AI Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Ganesh G. | ServiceNow Senior Technical Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** February 05, 2026 **What do you like best about ServiceNow IT Service Management?** What I like best about ServiceNow IT Service Management (ITSM) is its ability to centralize fragmented IT operations into a "single pane of glass." By consolidating incident, problem, change, and request management on one platform, it eliminates operational silos and provides a unified view of the entire IT landscape. Specifically, the integration with the CMDB (Configuration Management Database) is a standout feature; it allows for real-time visibility into how technical issues impact critical business services. Additionally, the automation and AI-driven triage (like Now Assist) significantly reduce manual effort by automatically routing tickets and suggesting resolutions, which accelerates the Mean Time to Resolution (MTTR) and improves the overall employee experience. **What do you dislike about ServiceNow IT Service Management?** What I dislike about ServiceNow IT Service Management (ITSM) is the architectural complexity and the high total cost of ownership. While the platform is incredibly powerful, it can be overwhelming for smaller teams. Specifically: Implementation Overhead: The initial configuration and "heavy" customization often require expensive specialized consultants. If not done carefully, "out-of-the-box" features can become broken during version upgrades. Licensing Costs: The pricing model is often viewed as premium or "enterprise-only," making it difficult to justify for organizations that only need basic ticketing. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Fragmented Tools and Data Silos: It replaces multiple disparate systems with a "single system of record," ensuring everyone works from the same data (the CMDB). High Ticket Volume and Slow Triage: It solves the issue of IT teams being buried under routine requests through AI-driven automation and self-service. Lack of Visibility: It fixes the "black hole" of IT requests by providing real-time tracking, dashboards, and automated status updates. Risk and Compliance Gaps: It manages the risk of changes to the IT environment by using automated conflict detection and audit-ready logs. ### 14. Aligned to Industry Best Practice **Rating:** 5.0/5.0 stars **Reviewed by:** Richard h. **Reviewed Date:** July 30, 2026 **What do you like best about ServiceNow IT Service Management?** ITSM comes with the framework for deployment with minimal configuration but aligned to industry best practise allowing for a straightforward implementation to get started and build upon **What do you dislike about ServiceNow IT Service Management?** Can be challenging to implement if you don’t have ITIL experience and knowing what to customise and what to leave alone **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Provides a baseline framework to start capturing meaningful data driven decisions to improve your ITSM processes ### 15. Reliable Ticket Routing **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2026 **What do you like best about ServiceNow IT Service Management?** The automation engine is a standout feature. It allows us to set up complex workflows that trigger automatically, ensuring that tickets are routed to the right teams without delay. This consistency helps in maintaining high SLAs and improves the user experience across the organization. **What do you dislike about ServiceNow IT Service Management?** he automation engine is a standout feature. It allows us to set up complex workflows that trigger automatically, ensuring that tickets are routed to the right teams without delay. This consistency helps in maintaining high SLAs and improves the user experience across the organization **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow ITSM solves the major challenge of fragmented communication and siloed data across IT departments. Before using the platform, tracking incident progress and change requests across different teams was difficult. It now provides a single source of truth that streamlines our service delivery. This has benefited me by drastically reducing the time spent on manual status updates and allowing me to focus on high-priority technical tasks with much better visibility into our overall infrastructure health. ### 16. Seamless Automation, Extremely Customizable **Rating:** 5.0/5.0 stars **Reviewed by:** Joel O. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I primarily use ServiceNow IT Service Management to capture issues and requests from our client base, which are our employees. I like how it captures issues in a ticket-based system and automatically resolves them. I appreciate the ability to manage and configure it to our specifications, allowing us to automate where possible and reduce or deflect tickets. The initial setup was quite easy. **What do you dislike about ServiceNow IT Service Management?** Nothing at this time **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to capture issues and requests from employees. It solves problems by capturing issues in a ticket-based system and resolving them automatically, allowing us to automate where possible and reduce or deflect tickets. ### 17. Robust Yet Complex IT Management Tool **Rating:** 4.0/5.0 stars **Reviewed by:** sachin s. | Consultant, Small-Business (50 or fewer emp.) **Reviewed Date:** June 02, 2026 **What do you like best about ServiceNow IT Service Management?** I like the reporting functionality and dashboard in ServiceNow IT Service Management. They help me keep track of requests and provide reports like four-month average reports or anti-usage reports. These tools assist in maintaining clinical-like reporting, which I find very beneficial. **What do you dislike about ServiceNow IT Service Management?** Sometimes the reporting functionality takes time to load, and it's a complex setup. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for managing and streamlining IT service requests and incident handling. It helps with service automation, ticket management, and offers valuable reporting functionality and dashboards for clinical-like reporting, keeping track of requests efficiently. ### 18. Transforms IT Service Management **Rating:** 4.5/5.0 stars **Reviewed by:** Ben C. | Technology Enablement Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about ServiceNow IT Service Management?** I like that ServiceNow IT Service Management is our single system of record with built-in governance, which is fantastic. I also appreciate the standardization and continuous improvement ability, especially with our enhancements pipeline supporting this. **What do you dislike about ServiceNow IT Service Management?** The legacy views are a pain. One consolidated view without having any fields missing between old and new would be great. The initial setup wasn't that easy, but worth the pain. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management provides a single platform for IT services, replacing previous inconsistencies and giving us a clear system of record. It enables standard ITIL processes for incident and change management, allows AI use and automation, and improves governance and auditing visibility. ### 19. Outstanding Incident and Change Management, Easy Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Ravi Teja K. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I really appreciate ServiceNow IT Service Management for its strong Incident and Change management features. It helps me understand user problems and keep track of various incidents created each month, while also analyzing pain points. The Change management aspect is great for managing production migrations and avoiding conflicts between teams. Additionally, the setup was easy, which was a nice surprise. **What do you dislike about ServiceNow IT Service Management?** I feel inbound email actions need to have more intelligence and AI driven. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to track all user requests, analyze through dashboards, and calculate time and efforts. It helps understand user problems and manage prod migrations, avoiding conflicts between teams. ### 20. Brings IT Together, But Steep Learning Curve **Rating:** 4.0/5.0 stars **Reviewed by:** Emiloio C. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like ServiceNow IT Service Management because it helps in getting all IT departments on the same system. I appreciate being able to monitor the status of open issues and track what other departments are working on, including the status, solution, and cause of issues. **What do you dislike about ServiceNow IT Service Management?** We are new to ServiceNow IT Service Management so the learning curve is huge. Helping people understand the difference between incidents and service requests is challenging. I feel the initial setup was rushed and not ready when we released it. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to unify IT departments and monitor status, solution, and cause of issues across departments. ### 21. Centralized Help Desk with Seamless Integration **Rating:** 4.0/5.0 stars **Reviewed by:** Mohamed Rafiq S. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like the integrated environment of ServiceNow IT Service Management because it connects well with other ServiceNow products, like ITOM Discovery, which really helps streamline our processes. Another thing I enjoy is the centralized CMDB, which effectively eliminates duplication or incorrect configuration items. I can also leverage CMDB data with other products, adding more value to our operations. **What do you dislike about ServiceNow IT Service Management?** Business process migration is an area where ServiceNow IT Service Management could improve. Assistance in migrating business processes would be helpful. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to streamline processes, centralize requests, and integrate with other ServiceNow products like ITOM Discovery for a centralized CMDB, minimizing errors. ### 22. ITSM done right, augmented with AI speed **Rating:** 5.0/5.0 stars **Reviewed by:** Marshall P. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** ServiceNow ITSM helps us enforce quality processes and deliver standardized responses for incident and change management. This, in turn, improves uptime and overall service quality, while also providing better visibility at every level into how IT is running. **What do you dislike about ServiceNow IT Service Management?** IFSM by its nature requires a long term commitment to data quality. Enabling an AI ready data foundation that is CSDM aligned requires ongoing support and is not just an initial project. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Biggest challenge this is currently solving is streamlining the change management process. What should be changed, what changes need extra scrutiny or alignment with leadership. Improving the uptime and quality of our IT services. ### 23. Our experience has connected the islands **Rating:** 4.5/5.0 stars **Reviewed by:** Jeimmy L. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** Our service management processes and quality has significantly improved since our service now launch — aligning processes people and tools - consolidating in one tool our IT and NW service management making things easier and faster to report and address **What do you dislike about ServiceNow IT Service Management?** It does not have read only access to end users who requires to have visibility to overall tickets status like P1 impacting the whole organization and have no need to to be ITIL users … this is a big lack reported by all my key stakeholders **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Process and tools improvement alignment and consistency has been key in our organization since the introduction of ServiceNow ### 24. Streamlines Issue Oversight and Ticket Flow **Rating:** 4.5/5.0 stars **Reviewed by:** eryka l. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like how the knowledge bases allow everyone to follow and understand causes and ways to correct issues. I also appreciate the ticket flow feature where tickets move easily from CSM to INC to PRB to CHG, making the process smoother. **What do you dislike about ServiceNow IT Service Management?** The time to make changes can be frustrating because things that seem small can take much time to change. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for corporate oversight of issues. It solves tracking incidents from intake to completion. I like that the knowledge bases allow everyone to follow and understand causes and solutions. Tickets move easily through different stages, improving the process flow. ### 25. Organized and Effective, But Reporting Can Improve **Rating:** 4.5/5.0 stars **Reviewed by:** Thomas R. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like ServiceNow IT Service Management because it has a very organized structure, which is really helpful. It allows me to download timeline data to build reports in Copilot, and that's a feature I find particularly useful. **What do you dislike about ServiceNow IT Service Management?** The reporting features and statistics are lacking and I need help with them in a simple fashion. There's a lack of instructions on where reporting is located and how to create reports in a simple way. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for incident management, recording timelines, and sending communications. It helps me download timeline data to build reports in Copilot, and has a very organized structure. ### 26. Robust Platform with Multi-Modal Access **Rating:** 3.5/5.0 stars **Reviewed by:** Colin E. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like that ServiceNow IT Service Management is a robust platform that we can build upon for a number of initiatives across the enterprise. The multi-modal experience is great, with options from the mobile app, mobile web, and full web interface allowing customers and agents to interact on the go and anywhere they are. **What do you dislike about ServiceNow IT Service Management?** The configuration of items can be complex or confusing, and system properties or list items can be tricky. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for unified ticketing and change management. It's a robust platform for enterprise initiatives, offering a multi-modal experience that lets customers and agents interact on the go. ### 27. Centralized IT Requests That Make Tracking and Resolution Effortless **Rating:** 5.0/5.0 stars **Reviewed by:** sharif M. | Concierge assistant manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 18, 2026 **What do you like best about ServiceNow IT Service Management?** What I like best about ServiceNow IT Service Management is how it centralizes all IT requests in one place, making it easy to track, manage, and resolve issues efficiently. **What do you dislike about ServiceNow IT Service Management?** It can sometimes feel a bit complex and not very intuitive, especially when navigating between different modules or handling simple requests **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** It solves the problem of fragmented IT support by centralizing incidents, requests, and workflows in one platform. This improves response times, increases visibility, and helps ensure issues are tracked and resolved more efficiently. ### 28. Streamlined IT Operations with Powerful Automation **Rating:** 4.0/5.0 stars **Reviewed by:** Dhanush S. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 14, 2026 **What do you like best about ServiceNow IT Service Management?** I like ServiceNow IT Service Management's workflow automation, which reduces manual work. The easy ticket management keeps issues organized and easy to track. The centralized dashboard gives quick visibility into ongoing tasks and system performance, helping to streamline IT operations efficiently. **What do you dislike about ServiceNow IT Service Management?** The UI can feel complex at times for new users, and some customizations and integration require significant setup effort. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to manage IT support operations, handle incident and service requests, track assets, and automate workflows. It improves ticket resolution time, organizes tasks efficiently, and provides better visibility into IT processes through dashboards and reporting. ### 29. Efficient Tracking with Some Software Glitches **Rating:** 4.0/5.0 stars **Reviewed by:** Ronald T. | Treasurer, Small-Business (50 or fewer emp.) **Reviewed Date:** May 03, 2026 **What do you like best about ServiceNow IT Service Management?** I use ServiceNow IT Service Management to create and manage service incident tickets with clients facing software issues. I appreciate its ability to provide a clean and succinct way of tracking services and managing client communications. I like their ability to track metrics, as it allows me to keep tabs on the services I am providing to clients. Additionally, I found the initial setup to be simple and efficient. **What do you dislike about ServiceNow IT Service Management?** I would like for the minimization of software errors and bugs. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to create and manage service incident tickets, providing a clean way to track services and manage client communications effectively. ### 30. Robust ITIL Framework with Workflow Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Vibha S. | 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 takes care of the core ITIL practices, which is important for our IT management. Its workflow capabilities stand out, with embedded best ITIL framework and right governance. I also appreciate the integration with Active Directory, which helps automate onboarding. **What do you dislike about ServiceNow IT Service Management?** I think the ease of use could be improved, particularly the UI. The initial setup wasn't too easy, especially if you're not familiar with ServiceNow. There were too many implementation steps. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to get support teams out of email, track tickets better, and improve the employee experience, embedding ITIL frameworks and governance. ### 31. Highly Customizable and Cost-Effective IT Service Management **Rating:** 5.0/5.0 stars **Reviewed by:** John j. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I really appreciate the customizability and simplicity of ServiceNow IT Service Management across different groups. This allows us to adapt the platform to our specific internal workflows for escalations and assignments. The initial setup was relatively simple, which made transitioning to ServiceNow much smoother. I also value the cost-effectiveness and platform capabilities, which were significant factors in our decision to switch from BMC Remedy. **What do you dislike about ServiceNow IT Service Management?** the knowledge article attachment within the incident **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for incident intake, triage, escalation, and documentation. It improves activity tracking and adapts to our workflows for escalations and assignments, thanks to its customizability and simplicity. ### 32. Customizable with Integration, Needs UI Improvement **Rating:** 4.5/5.0 stars **Reviewed by:** David B. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like the ability to customize and link ServiceNow IT Service Management with other applications to give full visibility of the CI and Asset. The walkthrough for admin setup was fine, which made it easier to get started. **What do you dislike about ServiceNow IT Service Management?** The UI interface feels like the system is fighting against old logic controls like workflow and business rules versus the new way of Flow. It feels too clunky, and the overview screen is not consistent with the process. I wish it allowed more HTML control and not feel like a form. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for tracking and as a source of truth. ### 33. Effortless Incident Management with Reporting Capability **Rating:** 5.0/5.0 stars **Reviewed by:** Erika L. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like ServiceNow IT Service Management for its ease of use. I also enjoy the ability to report on incoming tickets. **What do you dislike about ServiceNow IT Service Management?** We'd like to get to the point that we use an agentic agent. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for incident management, solving customer issues like login and IT problems. I like its ease of use and the ability to report on incoming tickets. ### 34. IT Service Management **Rating:** 5.0/5.0 stars **Reviewed by:** Preston W. | System Engineer **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** Once you have a clearly defined process dialed in and implemented, you’ve got a reliable suite for tickets and making sure work gets done by the appropriate group in a timely manner. **What do you dislike about ServiceNow IT Service Management?** I find ITSM the most straight forward module I have used, sometimes the configuration of each piece of ITSM works so differently it can be a lot to learn, especially if you are not a frequent user of the platform. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** We have many teams using incidents to resolve issues in a timely manner. The service catalog helps with request and delivery of many different workforce items through the correct workflows. ### 35. Easy Device Management and Integration That Helps Our Users **Rating:** 5.0/5.0 stars **Reviewed by:** Tony P. | IT Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** March 13, 2026 **What do you like best about ServiceNow IT Service Management?** almost easy to managerment product and laptop, some printer, and other service expert and easy to using and helping our user customers, when work and mangerments completely **What do you dislike about ServiceNow IT Service Management?** Hmm, I think they still use only AI, and when they support for us, some information not true and not correct to work via IT services, and product is easy to implementation with easy intergrate **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Almost they have IT alway 24/7 for support and connect us with our global teams, with service desk, and almost working to easy managerment some incident report and service desk ### 36. Seamless Integration with a User-Friendly Interface **Rating:** 5.0/5.0 stars **Reviewed by:** Joel K. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I find ServiceNow IT Service Management to be simple and easy to use. The interface is straightforward, which makes it accessible for everyone. I appreciate the system's ability to integrate with all my other platforms, including asset, event, and HR management. The initial setup was easy as well, which made transitioning to this service smooth. **What do you dislike about ServiceNow IT Service Management?** I think there could be more AI integration. Also, less keystrokes for data entry would improve the user interface. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to allow team members to easily report issues. The system is simple, easy to use, and integrates with all my other platforms. ### 37. Effortless Incident Management, Stellar Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Amit R. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I like ServiceNow IT Service Management for its ability to automate and create flows, which makes the end user experience positive. The service portal is also really helpful, as it allows the end user to add as much information as possible, helping us resolve issues and requests within SLA. The initial setup was very positive too. **What do you dislike about ServiceNow IT Service Management?** The ability to add more AI features to create workflows and make suggestions based on what the end user is experiencing. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management to remove friction in the end user experience, automate flows for positive user interaction, and resolve issues within SLAs. ### 38. Essential for IT Service Desk Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Denise V. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I appreciate ServiceNow IT Service Management for being a one-stop shop for all records and work tracking, which is very useful for managing our IT Service Desk. I like the tools available for tracking work and the structure it provides. This leads to faster resolution time and gives us more visibility into all issues. Additionally, ServiceNow offers better services compared to our previous solution, Trackit. **What do you dislike about ServiceNow IT Service Management?** Better filtering abilities **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management as a one-stop shop for all records and work tracking, providing tools for tracking work and structure. It offers faster resolution times and more visibility into all issues. ### 39. Efficient Ticket Management with Seamless Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Ashlee K. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I like how ServiceNow IT Service Management allows for easier assignment of tickets for our service desk and offers auto approvals. The speed it provides to handling our tickets is really beneficial, as it auto-assigns the tickets to the right queue without the need for manual intervention. I also appreciate how extremely easy the initial setup was, which made the transition smooth. **What do you dislike about ServiceNow IT Service Management?** Its been great - there is nothing I dislike at this time **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management simplifies ticket management by auto-assigning tickets to the right queue and allowing easier ticket assignment with auto approvals, speeding up our service desk operations. ### 40. ITSM in big organizations. **Rating:** 5.0/5.0 stars **Reviewed by:** Paul O. | Senior Product Owner, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** Using standard processes across ITSM and seeing how they work together has been valuable. Using the SOW gives agents good visibility and enables quicker action, and I also like how Now Assist is integrated in SOW. We’ve improved our Major Incident process by leveraging the capabilities in ServiceNow, which has improved our MTTR and the visibility of MI’s across our enterprise. **What do you dislike about ServiceNow IT Service Management?** That some of the features are not included in our ITSM Pro Plus entitelment. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** Help our co workers get support and self service. It also display good dashboards for different roles. It connects most of our IT processes and creates visibility. ### 41. Essential ITSM Tool with Quick Implementation **Rating:** 5.0/5.0 stars **Reviewed by:** Jesus Alejandro A. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I really like the knowledge base in ServiceNow IT Service Management because it's a key repository where all information is found. It captures the guides, run books, and resolution steps for the supported tickets, which is incredibly helpful. I also found the initial setup very easy, and the implementation was fast, which made the transition smooth. **What do you dislike about ServiceNow IT Service Management?** I think the playbooks for change management could be improved for complex scenarios, especially when multiple support groups and paths have to be managed based on change types. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I find ServiceNow IT Service Management assists with incidents, problems, and changes needed for our internal customers. ### 42. Comprehensive ITSM Solution, Seamless Transition **Rating:** 4.0/5.0 stars **Reviewed by:** Stephanie N. | 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 provides a consistent user experience aligned with other ServiceNow products. I appreciate the knowledge base and articles, along with Now Assist, as they are part of the full ecosystem supporting our employees. I find that it streamlines intake by routing requests to the correct team and builds a knowledge base of resolutions. It also formalized our organization's products, hardware, and software. **What do you dislike about ServiceNow IT Service Management?** noth **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I find that ServiceNow IT Service Management streamlines the intake process, routes issues to the correct team, and builds a knowledge base of resolutions. It has formalized our organization's products and infrastructure. ### 43. Rich Features, But Steep Learning Curve **Rating:** 4.5/5.0 stars **Reviewed by:** Neha K. | Senior Associate, Enterprise (> 1000 emp.) **Reviewed Date:** February 27, 2026 **What do you like best about ServiceNow IT Service Management?** I appreciate ServiceNow IT Service Management for providing a single, unified platform to manage all IT-related services, which reduces inefficiencies and errors. I like its powerful automation and workflow efficiency that speed up routine IT tasks, like password resets and basic service requests. The platform is highly feature-rich and multifunctional, and the initial setup was very easy. **What do you dislike about ServiceNow IT Service Management?** I find the complexity and steep learning curve of ServiceNow IT Service Management challenging, especially for customization and workflows. Additionally, performance and speed issues like slow page loads and delays when accessing records, as well as slow queries, widgets, and list views, can be frustrating. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I find ServiceNow IT Service Management provides a single, unified platform for managing IT services, reducing inefficiencies and errors, and its automation speeds up routine IT tasks like password resets and service requests. ### 44. Efficient IT Service Management Platform **Rating:** 4.0/5.0 stars **Reviewed by:** rohi v. | Senior ServiceNow Developer, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2025 **What do you like best about ServiceNow IT Service Management?** I like ServiceNow ITSM for its automation, centralized data, and streamlined workflows.It also offers strong reporting, integrations, and self-service capabilities. **What do you dislike about ServiceNow IT Service Management?** The pricing for roles like ITIL and maintenance in ServiceNow IT Service Management can be quite high, making it less cost-effective for some organizations. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** As a developer, it helps by providing automated processes, easy integration with other systems, and a centralized platform to track and resolve issues efficiently, reducing repetitive work and improving productivity. ### 45. Enhances User Experience with Intuitive Virtual Agent **Rating:** 5.0/5.0 stars **Reviewed by:** Ganesh G. | Architect, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I love how ServiceNow IT Service Management enhances the overall end-user experience with its chatbot and self-service interface. The virtual agent is particularly effective, improving the end-user experience and aiding in ticket deflection. Implementing ITSM for clients over the years has been a positive experience, and I'm impressed with the platform, especially now that it's powered with AI. The initial setup was easy, making the whole process smooth. **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 implementing IT infrastructure tickets. It solves entire IT-related queries, improves overall end-user experience, and assists in ticket deflection with its virtual agent and self-service interface. ### 46. IT Business Analyst **Rating:** 5.0/5.0 stars **Reviewed by:** Tyler H. | Senior IT Business Analyst **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow IT Service Management?** What I like best about ServiceNow IT Service Management (ITSM) is its evolution into a highly intelligent, unified AI-powered platform that turns traditional ticket-based IT support into proactive, automated, and employee-centric service delivery **What do you dislike about ServiceNow IT Service Management?** What I like best about ServiceNow IT Service Management (ITSM) is its ability to transform IT from a reactive ticket factory into a proactive, automated, business-aligned service delivery powerhouse — all on a single, extensible platform **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management (ITSM) primarily addresses the challenges of fragmented, reactive, manual, and siloed IT service delivery within complex organizations, helping bring these processes into a more unified and manageable approach. ### 47. Service Delivery Manager in IT Operations **Rating:** 4.5/5.0 stars **Reviewed by:** RISHI G. | Service Delivery Manager, Enterprise (> 1000 emp.) **Reviewed Date:** February 27, 2023 **What do you like best about ServiceNow IT Service Management?** Enhanced security and self learning guide to understand the tool. More customised features to develop which could fit in everyone’s need. **What do you dislike about ServiceNow IT Service Management?** Integration with other product is still a long way road map and takes efforts. This should be more simpler and faster. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** - Management of Inventory. - Management of yearly tickets and historical data. - Assignment of tasks to different teams within same module make it easy to communicate and manage work easily. ### 48. Straightforward Ticketing, Needs Better Email Customization **Rating:** 3.0/5.0 stars **Reviewed by:** Jinah Y. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow IT Service Management?** I find ServiceNow IT Service Management to be straightforward and easy to follow up with. I particularly like being able to follow up on ticket statuses, verify internal notes as needed, pull reports based on topics, and build workflows to speed up routing requests correctly. Comments, work notes, and workflows really enhance my experience. **What do you dislike about ServiceNow IT Service Management?** I find the email communication to users challenging, requiring time to customize the email template. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** I use ServiceNow IT Service Management for help desk ticketing, change management, and tracking issues. It helps me build workflows to speed up routing requests and follow up on ticket statuses easily. ### 49. Easy to Use and Flexible for Different Companies **Rating:** 4.5/5.0 stars **Reviewed by:** Rutbelt R. | Help Desk Support Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** July 08, 2026 **What do you like best about ServiceNow IT Service Management?** I find helpful how easy is it to use and how flexible for different companies. But I don't like how it usually responds to keyboard shortcuts. **What do you dislike about ServiceNow IT Service Management?** Despite it's flexible for uses, it might have a learning curve when people first tries to design it for each company. **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** When I used it, it helped to keep everything documented in tickets in case the Information had to be consulted in the future. ### 50. Flexible and Customizable IT Management Solution **Rating:** 4.0/5.0 stars **Reviewed by:** Roy W. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow IT Service Management?** I really like the flexibility and customization that ServiceNow IT Service Management offers. It makes it easy for multiple teams to track incidents over time. Additionally, I appreciate the reporting and dashboards, which are very helpful in assigning and reassigning incidents and reporting on trends. The initial setup was very easy for us as early adopters, making the transition smooth. **What do you dislike about ServiceNow IT Service Management?** Nothing **What problems is ServiceNow IT Service Management solving and how is that benefiting you?** ServiceNow IT Service Management helps in creating and tracking incidents, facilitating the change process, and assigning incidents. It also allows multiple teams to easily track incidents over time and report on trends, with flexibility and customization aiding team workflows. ## 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=5§ion=pricing&secure%5Bexpires_at%5D=2026-08-10+22%3A36%3A19+-0500&secure%5Bsession_id%5D=5d6c4796-cc26-4829-ab37-dd631d60804a&secure%5Btoken%5D=16490fd0a2edc1bf1e3c52442917bdaa1c64deecc74b65c3182e1fc4779ccc6a&format=llm_user) ## ServiceNow IT Service Management Integrations - 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[Zoom Phone](https://www.g2.com/products/zoom-zoom-phone/reviews) - [Zoom Workplace](https://www.g2.com/products/zoom-workplace/reviews) ## ServiceNow IT Service Management Features **Additional Functionality** - Widgets - Impact Management - Customizable Forms - Self Service Portal - License Management - Scheduled/Automated Reports - Task Management - Request Assignment - Help Desk Management - Surveys & Feedback - SSL Security - IT Asset Tracking - Knowledge Base Management - Compliance Management - Support Ticket Management - Single Sign On - Data Mapping - Client Portal - Service Level Agreement (SLA) Management - Activity Dashboard - Incident Management - Alerts/Escalation - Prioritization - Generative AI - Performance Monitoring - Email Management - Active Directory Integration - Third-Party Integrations - Alerts/Notifications - Collaboration Tools - Reporting & Statistics - Asset Lifecycle Management - Inventory Management - Data Import/Export - Access Controls/Permissions - Drag & Drop - Activity Tracking - AI Copilot - Workflow Management - Configuration Management - Problem Management - Configurable Workflow - IT Asset Management - API - Data Visualization - Change Management - Device Auto Discovery - Customizable Reports - Contract/License Management - Relationship Mapping - Customizable Fields - Support Ticket Tracking - Vulnerability Scanning - Data Aggregation and Publishing - Cost Tracking - Template Management - Lifecycle Management - Historical Reporting - Monitoring - Configuration Automation - Customizable Templates - Search/Filter - File Management - Status Tracking - Patch Management - Document Management - Real-Time Reporting - Real-Time Monitoring - Version Control - Task Progress Tracking - IT Cost Management - Archiving & Retention - Scheduling - Reporting/Analytics - User Management - Policy Management - Real-Time Analytics - Role-Based Permissions - Rules-Based Workflow - Audit Trail - Business Process Automation - Sarbanes-Oxley Compliance - Task Scheduling **Administration** - Change Management - Asset Management - Reports & Analytics - IT Asset Management - Knowledge Management - Project Management - Service Level Agreement (SLA) Management - Task Management - Service Request Management - Release Management - Configuration Management - Ticket Management - Workflow Management - Problem Management - Incident Management - Contract/License Management - Support Ticket Management - Knowledge Base Management - Capacity Management - Availability Management - Inventory Management **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring - Mobile Alerts - Email Alerts - Real-Time Monitoring - Real-Time Notifications **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration - Real-Time Notifications **Service Desk** - Help Desk - Incident Reports - Process Workflow - Customizable Reports **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Reporting** - 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Safety Incident Management - Compliance Management - OSHA Compliance - Task Management - Single Sign On - AI Copilot - Disaster Recovery - Document Management - API - Multi-Channel Communication - Customizable Templates - Real-Time Reporting - Corrective and Preventive Actions (CAPA) - Activity Dashboard - Issue Management - Communications Management - Audit Trail - IT Incident Management - Audit Management - Event Logs - Risk Analysis - Workflow Management - Risk Assessment - Incident Reporting - Self Service Portal - Customizable Reports - Ticket Management - Service Level Agreement (SLA) Management - Reminders - On Call Scheduling - Investigation Management - Maintenance Scheduling - Status Tracking **Additional Functionality** - Project Management - Procurement Management - CMDB - AI Copilot - Generative AI - IT Risk Management - Service Catalog - Inventory Management - Surveys & Feedback - Chat/Messaging - Change Management - Reporting & Statistics - Task Management - Email Templates - Benchmarking - Localization Automation - Real-Time Reporting - Customer Support - Scheduled/Automated Reports - Alerts/Escalation - Release & Deployment - Email Management - Contract/License Management - Workflow Management - Problem Management - Analytics - Service Level Agreement (SLA) Management - Configuration Management - API - IT Asset Management - Remote Access/Control - Live Chat - Customizable Reports - Incident Management - Asset Lifecycle Management - Support Ticket Management - Customizable Templates - Customizable Branding **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 - Third-Party Integrations - Resource Allocation & Planning - Multi-Language **Additional Functionality** - Prioritization - Service History - Client Portal - Customizable Forms - AI Copilot - API - Service Catalog - Real-Time Notifications - SSL Security - Activity Dashboard - Real-Time Monitoring - Generative AI - Surveys & Feedback - Drag & Drop - Self Service Portal - Alerts/Notifications - Automated Responses - Customizable Branding - Customizable Templates - Support Ticket Tracking - Automated Routing - Macros/Templated Responses - Collaboration Tools - Multi-Channel Communication - Reporting & Statistics - Customizable Fields - Activity Tracking - Search - Alerts/Escalation - Access Controls/Permissions - Dashboard Creation - Remote Access & Monitoring - Asset Tracking - Chat/Messaging - Approval Process Control - Audit Trail ## Top ServiceNow IT Service Management Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,301 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (966 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) - 4.3/5.0 (777 reviews)