--- 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 & Product Details Visit Website 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. * * * Product Website ServiceNow IT Service Management Seller [ServiceNow](https://www.g2.com/sellers/servicenow) Discussions [ServiceNow IT Service Management Community](https://www.g2.com/products/servicenow-it-service-management/discuss) Solution Type All-in-One Overview by Elijah Perry Show More ## Value at a Glance Averages based on real user reviews. ### Time to Implement 5 months [ View More Pricing Information ](https://www.g2.com/products/servicenow-it-service-management/pricing) ServiceNow Solutions (1) See how ServiceNow products can work together to solve real problems. [ ![Solution Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Solution Avatar Image") ServiceNow Autonomous IT SolutionBy ServiceNow ](/sellers/servicenow/solutions/servicenow-autonomous-it) Show More ## ServiceNow IT Service Management Integrations (81) What do users say about integrations? 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TR Talib R. Technical Support Associate Mid-Market (51-1000 emp.) 7/15/2026 "Efficient Ticketing with Seamless Auto-Refresh" 5/5 What do you like best about ServiceNow IT Service Management? I have been using ServiceNow IT Service Management as my primary ticketing tool and leveraging the knowledge base articles stored in it. The best thing is that I don't need to keep refreshing the tool constantly because I can set an automatic refresh interval, and it works like a charm. This feature keeps refreshing the queue, increasing visibility and reducing the mental load of constantly refreshing the ticket queue. Also, I find that the initial setup was simple and very much to the point. Review collected by and hosted on G2.com. What do you dislike about ServiceNow IT Service Management? I wish I could see whose approval is required and in what sequence when I raise a request. Review collected by and hosted on G2.com. What problems is ServiceNow IT Service Management solving and how is that benefiting you? I use ServiceNow IT Service Management to track incidents, maintain process documentation, and leverage stored KB articles. The automatic refresh feature increases visibility and reduces the need for manual refreshing, which helps when I'm busy attending other requests. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Amritansh A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Amritansh A.") AA Amritansh A. Technical Support Specialist Enterprise (\> 1000 emp.) 5/12/2024 "Best tool for ticketing system..." 5/5 What do you like best about ServiceNow IT Service Management? ServiceNow ITSM’s Yokohama release introduces AI Agents, stronger data management, and low-code tools. With Moveworks integration, smarter automation, and cross-department workflows, it improves speed, security, and user experience making service delivery more intelligent, proactive, and connected across the enterprise Review collected by and hosted on G2.com. What do you dislike about ServiceNow IT Service Management? ServiceNow ITSM is powerful but could improve by simplifying configuration, reducing costs, and enhancing performance. Easier upgrades, stronger AI governance, smoother integrations, and a better mobile experience would make it more user-friendly, scalable, and efficient for modern enterprises 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 Management is a lifesaver for us Service Desk agents. It sorts out all those messy tickets, making it easier to keep track of everything. With automated tasks, we spend less time on boring stuff and more time helping users. It's like having a sidekick that takes care of the grunt work, so we can focus on providing top-notch support. Review collected by and hosted on G2.com. Show More 4/28/2026 Current UserValidated ReviewerIncentivizedSource: Organic ![Bill M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bill M.") BM Bill M. Strategic Business Advisor Banking Enterprise (\> 1000 emp.) 4/1/2026 "ServiceNow ITSM: Bringing a Practice to Life through CSDM and AI" 5/5 What do you like best about ServiceNow IT Service Management? This is the definitive, high-depth version of your "What I Like Best" review. It seamlessly integrates Customer Support as a pillar of the platform's cloud-first success, framing it alongside the technical ecosystem of CSDM, Impact, and the CTA-led practice. What I like best about ServiceNow IT Service Management is that it is not merely a workflow tool but a unified System of Action anchored by the Common Service Data Model (CSDM) framework. This structural foundation provides full visibility of all components in a business context, mapping every layer from high-level business services down to the specific Configuration Item (CI). The CMDB is the heart of the ServiceNow platform, serving as a single source of truth that allows the organization to understand the interconnectedness of its technical infrastructure and business value. The experience is further elevated by ServiceNow’s phenomenal Customer Support and cloud-first infrastructure. Because the platform is well-documented and hosted in a transparent cloud environment, users benefit from exceptionally fast response times and standardized best practices that flatten the learning curve. For enterprises seeking to guarantee long-term ROI, higher-tier offerings like ServiceNow Impact provide a structured framework for ensuring customer success by aligning technical support directly with strategic business outcomes. However, to fully capitalize on this, the existence of a CTA (Certified Technical Architect) is necessary to act as a platform lighthouse, ensuring that the guidance provided by ServiceNow support is implemented without creating process debt. This visibility transforms the Service Operations Workspace (SOW) into a mission control center where different personas operate with unprecedented clarity. For Level 1 Service Desk agents, the triage process is streamlined through Machine Learning and the arrival of Generative AI via the Now Assist panel, which surfaces Recommended Actions, incident summarization, and relevant Knowledge Articles directly within the record. The workspace immediately identifies the user's impacted assets and active outages, allowing agents to manage Service Level Agreements (SLAs) with precision using Playbooks and OTB ITSM AI skills that provide step-by-step guidance for both proactive and reactive service delivery. The platform truly shines through the "Better Together" story of ITSM and ITOM. By integrating IT Operations Management, the CMDB is automatically populated and updated via Discovery and Service Mapping, ensuring that the service context is always accurate. This synergy allows for AIOps capabilities where monitoring tools like Dynatrace and Zabbix feed alerts into the platform that are automatically correlated into actionable incidents before a user even reports an issue. As an incident progresses to Level 2 and Level 3 technical specialists, this combined power ensures they are managing a component within its full operational environment. Level 2 teams leverage dependency views to see upstream business impacts, while Level 3 engineers can instantly correlate current failures with recent Change Management history records attached to the CI. The platform’s robust integration capabilities, powered by Integration Hub and its extensive library of spokes, allow for seamless Change automation through tools like Terraform for infrastructure as code. Deep hooks into Azure Active Directory and Microsoft Intune ensure that identity and device management are synchronized, while secure access is maintained via enterprise-grade SSO. For high-impact outages, the Out of the Box (OTB) Major Incident Management workbench enables seamless coordination between stakeholders. This high-performance environment is further optimized by Advanced Work Assignment (AWA) and integrated On-Call Scheduling, which automates the routing of complex tasks based on live shift rotations. Regarding Frequency of Use, the platform's value is realized through the daily adoption of these OTB best practices, which standardizes digital transformation across the enterprise. The integration of the CMDB with the Service Operations Workspace, supported by SLA Dashboards that track Service Level Objectives (SLOs) and Service Level Indicators (SLIs), ensures that the platform remains the most robust solution for managing the entire lifecycle of a service from design to retirement. In summary, ServiceNow ITSM excels by centralizing the CMDB as the platform's core, enabling a seamless transition from Level 1 triage to Level 3 expert resolution through automated On-Call Scheduling and Now Assist Generative AI. By leveraging the Better Together synergy of ITSM and ITOM, robust Integration Hub spokes for Dynatrace and Terraform, and the ServiceNow Impact support framework, the platform ensures high ROI, enterprise scale, and consistent SLA attainment while delivering a world-class service practice supported by a comprehensive Onboarding ecosystem. Review collected by and hosted on G2.com. What do you dislike about ServiceNow IT Service Management? While ServiceNow ITSM is a powerhouse of capability, the primary challenge regarding Ease of Use is that it is not a "common" tool in the traditional sense; rather, it is a platform designed to bring a specific Service Management practice to life. For experienced ITSM end users, the transition requires more than just learning a new interface; it requires the adoption of a new operational philosophy centered on the Common Service Data Model (CSDM). This shift often creates a steep learning curve because the UI/UX complexity of the backend management demands a high level of data discipline that legacy tools rarely enforced. Regarding Frequency of Use, the platform’s value is directly tied to a daily familiarity with Out of the Box (OTB) best practices. Because ServiceNow is bringing in an entirely new operational practice rather than just replacing a tool, high frequency of use is required for staff to adopt the necessary data discipline. However, this familiarity can only be achieved if the Ease of Implementation is addressed through expert governance. The existence of a Certified Technical Architect (CTA) is absolutely necessary to act as a platform lighthouse. The platform’s greatest strength is its ability to scale, but this is only achievable if the organization treats the implementation as a practice led transformation rather than a simple software deployment. Without a CTA to ensure that OTB best practices are implemented from day one, the CMDB which should be the heart of the platform quickly becomes a cluttered repository of incomplete data. This lack of architectural leadership undermines the practice and makes it difficult for Level 1 or Level 2 agents to perform effective triage, regardless of the Frequency of Use. Without enforced discipline and expert governance, organizations fall into the trap of over customization, creating a technical debt that complicates the Onboarding of new staff who struggle to find a single source of truth. Ultimately, the ROI is heavily dependent on this initial investment in human capital and architectural integrity to prevent the instance from becoming a complex, unmanaged black box. 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 Management solves the core business problem of fragmented data and siloed operational processes by centralizing all IT activities into a single platform anchored by the Common Service Data Model (CSDM). Before implementing this, the business struggled with high Mean Time to Repair (MTTR) because information about dependencies and business impacts was scattered across various tools. By leveraging a unified CMDB, the platform provides a single source of truth that allows for immediate visibility into how a technical failure affects a specific business service. This is benefiting the organization by enabling a shift from reactive fire-fighting to proactive service management. For Level 1 and Level 2 support teams, the Service Operations Workspace and Now Assist Generative AI streamline triage by providing recommended actions and incident summaries, which significantly reduces the manual overhead of investigating outages. Furthermore, the integration of Change, Problem, and Major Incident Management ensures that we aren't just fixing symptoms but performing deep Root Cause Analysis (RCA) to prevent recurrence. From a strategic perspective, the scalability and Out of the Box (OTB) best practices allow the business to grow without proportional increases in headcount. Automated On-Call Scheduling and Advanced Work Assignment (AWA) ensure that the right experts are always engaged, improving SLA attainment and internal customer satisfaction. Ultimately, the benefit is a more resilient and transparent IT environment that directly supports the broader goals of digital transformation. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite SK subakanth nikilesh k. Engineer Enterprise (\> 1000 emp.) 6/9/2026 "Efficient Incident Management, Needs Better Knowledge Handling" 4/5 What do you like best about ServiceNow IT Service Management? I like how we can use rules in assigning the incidents to a particular individual in the assigned group based on various criteria like bandwidth, skills, experience, or previous work history. It's really convenient that we can assign the assignment group based on either short description or any keywords in the description. This helps in routing the incident quickly and efficiently without wasting time on SLA. The initial setup was simple for me as we don’t need to use much code and just need to navigate through the modules. Designing the module is easy with business rules and form designer being mostly drag and drop, and there isn't much use of scripting in the initial setup. Review collected by and hosted on G2.com. What do you dislike about ServiceNow IT Service Management? Whenever we create a knowledge article, it sometimes creates duplicates because it won't identify duplicates when the article is created or submitted. 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 Management helps my team with incident tracking using worknotes and maintains history for changes. We can manage recurring issues by creating problems and providing workarounds, and assignment rules ensure swift incident routing based on criteria. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Sameer S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sameer S.") SS Sameer S. Information Technology Analyst Mid-Market (51-1000 emp.) 6/9/2026 "ServiceNow ITSM Simplifies and Streamlines IT Operations" 5/5 What do you like best about ServiceNow IT Service Management? What I like best about ServiceNow IT Service Management is how it simplifies and automates day-to-day IT operations. It helps teams manage incidents, requests, and workflows in one platform, which improves efficiency and reduces manual effort. I also like its user-friendly interface, strong integration capabilities, and how it improves communication between IT teams and users. Review collected by and hosted on G2.com. What do you dislike about ServiceNow IT Service Management? One thing I dislike about ServiceNow IT Service Management is that it can feel complex and overwhelming at times, especially for new users. Customization and configuration may require significant time and technical knowledge. Also, licensing and implementation costs can be high for some organizations. 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 Management helps solve issues like manual ticket handling, delayed response times, and lack of visibility in IT operations. By automating workflows and centralizing incident, request, and change management, it improves efficiency and reduces resolution time. This benefits me by making processes more organized, improving collaboration between teams, and helping deliver better support to end users. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Rizwan S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Rizwan S.") RS Rizwan S. Head of Information Technology Information Technology and Services Enterprise (\> 1000 emp.) 8/1/2026 "ServiceNow ITSM Makes Daily Workloads More Manageable" 4/5 What do you like best about ServiceNow IT Service Management? In my day-to-day work, it has made my workload much more manageable. So far, the performance has been consistently very good. We’re able to access the relevant data we need, while sensitive information stays protected from employees. SLA tracking is also much easier now. The notification system plays a significant role by alerting us on time. Review collected by and hosted on G2.com. What do you dislike about ServiceNow IT Service Management? Initial implementation is often lengthy and requires more knowledge of the product. The license price is high. I have to face slow performance sometimes. Review collected by and hosted on G2.com. What problems is ServiceNow IT Service Management solving and how is that benefiting you? In IT operations, it addresses poor visibility by offering real-time dashboards. We can now collaborate with multiple teams in one place, which makes coordination much smoother. It also helps us avoid repeating the same mistakes and it reduces request processing time. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Alex D.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Alex D.") AD Alex D. Senior Finance Manager Information Technology and Services Enterprise (\> 1000 emp.) 7/30/2026 "Consistently Gets Tickets to the Right Place" 4/5 What do you like best about ServiceNow IT Service Management? I value consistency more than speed. Such as I do not need every ticket to be resolved instantly, but I need that to end up in the right place, and this platform delivers exactly the same. Review collected by and hosted on G2.com. What do you dislike about ServiceNow IT Service Management? Every time I needed to make changes to an established process, I had to test everything carefully, which ended up taking a lot of my time. Review collected by and hosted on G2.com. What problems is ServiceNow IT Service Management solving and how is that benefiting you? Request routing is much more reliable than before, as requests used to bounce between our teams before reaching the right owner, such a time-wasting process. The integrations offered by ITSM have also helped us remove all the repeated updates across all of our IT infrastructures. We have also achieved a high level of ROI from minimizing the operational friction. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite NE Naga Chandan E. Platform developer Mid-Market (51-1000 emp.) 3/15/2026 "ServiceNow ITSM: Intuitive, Configurable Platform That Streamlines IT Service Delivery" 5/5 What do you like best about ServiceNow IT Service Management? ServiceNow IT Service Management provides a centralized platform to manage incidents, problems, changes, and service requests efficiently. The platform is highly configurable and allows organizations to automate workflows using tools like Flow Designer and Business Rules. The user interface is intuitive, and features like knowledge management, service catalog, and reporting help support teams resolve issues faster. Integration with other systems is also straightforward, making it easier to connect ITSM processes with external tools and improve overall service delivery. Review collected by and hosted on G2.com. What do you dislike about ServiceNow IT Service Management? One downside of ServiceNow ITSM is that the platform can become complex when heavily customized, which may make maintenance and upgrades more challenging. Licensing costs can also be high for smaller organizations. Additionally, implementing advanced features sometimes requires strong platform knowledge, including scripting and platform architecture. The interface can feel overwhelming for new users because of the large number of modules, tables, and configuration options available. Review collected by and hosted on G2.com. What problems is ServiceNow IT Service Management solving and how is that benefiting you? ServiceNow ITSM helps solve common IT support challenges such as scattered ticket management, lack of process standardization, and limited visibility into service operations. By centralizing incidents, problems, changes, and requests into a single platform, it improves transparency and accountability across IT teams. Automation reduces manual work and ensures processes follow defined workflows. This results in faster issue resolution, better SLA tracking, improved communication between teams, and more reliable reporting for decision-making. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic Review from User Profile ![DEEPAK O.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "DEEPAK O.") DO DEEPAK O. Intern Enterprise (\> 1000 emp.) 7/14/2026 "Streamlined IT Operations with Powerful Automation" 4.5/5 What do you like best about ServiceNow IT Service Management? I like the quick view of ticket status and bottlenecks through dashboards, as it saves time from manually chasing updates. The automation for routine approvals and requests works really well for our team, making processes smoother. Additionally, the platform's automation and visibility improve IT support significantly by cutting down email back-and-forth, speeding up ticket routing, and improving visibility into recurring issues. Review collected by and hosted on G2.com. What do you dislike about ServiceNow IT Service Management? I find the initial setup and customization feel complex, and the UI takes some getting used to for new team members. It took some effort configuring workflows and customizing modules required admin expertise, so it wasn't plug-and-play, but it got easier once set up. Review collected by and hosted on G2.com. What problems is ServiceNow IT Service Management solving and how is that benefiting you? It cuts down email back-and-forth, speeds up ticket routing, and improves visibility into recurring issues. Review collected by and hosted on G2.com. Show More 7/30/2026 Validated ReviewerIncentivizedSource: G2 invite ![Nikhil P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Nikhil P.") NP Nikhil P. Scholar Trainee Enterprise (\> 1000 emp.) 5/2/2026 "Powerful ITSM Platform with a Steep Learning Curve" 4.5/5 What do you like best about ServiceNow IT Service Management? One of its biggest strengths is having a single system of record. Incidents, problems, changes, and assets all live in one place, which makes it much easier to keep everything organized and consistent. The self-service experience is also a big win Review collected by and hosted on G2.com. What do you dislike about ServiceNow IT Service Management? Closely related is the cost. Licensing isn’t cheap, and once you factor in implementation partners, developers, and the ongoing admin overhead, it can add up quickly. Review collected by and hosted on G2.com. What problems is ServiceNow IT Service Management solving and how is that benefiting you? Without a system like this, IT requests end up coming from everywhere—emails, chats, even walk-ups—and it’s easy for things to fall through the cracks. It funnels everything into a single, trackable system with standardized ticketing. Teams spend all their time fixing issues without understanding root causes. Snow Separates incidents (quick fixes) from problems (root cause analysis), linking them together. Review collected by and hosted on G2.com. Show More Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.G2 IconCurrent UserValidated ReviewerIncentivizedSource: G2 invite ## Questions about ServiceNow IT Service Management? Ask real users or explore answers from the community Get practical answers, real workflows, and honest pros and cons from the G2 community or share your insights. [ Ask about ServiceNow IT Service Management ](https://www.g2.com/products/servicenow-it-service-management/discussions/new) YA Yasir Ahmad • Last activity over 6 years ago Asset Tracking 1 Upvote 1 [ Join the conversation ](https://www.g2.com/discussions/asset-tracking) ![payal p.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "payal p.") PP payal p • Last activity over 4 years ago aws solution architect training 1 Upvote 1 [ Join the conversation ](https://www.g2.com/discussions/51509-aws-solution-architect-training) [ View all Discussions ](https://www.g2.com/products/servicenow-it-service-management/discuss) ## Pricing Insights Averages based on real user reviews. ### Time to Implement 5 months ### Return on Investment 13 months ### Average Discount 15% [ View More Pricing Information ](https://www.g2.com/products/servicenow-it-service-management/pricing) ServiceNow IT Service Management Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_2d6a381d321e8fc6b72a7f95e8cde31a/freshservice.png "Product Avatar Image") Freshservice 4.6/5(1,348) [ Compare Now ](https://www.g2.com/compare/freshservice-vs-servicenow-it-service-management) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Product Avatar Image") Jira Service Management 4.3/5(991) [ Compare Now ](https://www.g2.com/compare/jira-service-management-vs-servicenow-it-service-management) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_5cdc7578c5863d7282f633ee8d335149/bmc-software-bmc-helix-itsm.png "Product Avatar Image") BMC Helix ITSM 3.7/5(296) [ Compare Now ](https://www.g2.com/compare/bmc-software-bmc-helix-itsm-vs-servicenow-it-service-management) ##### ##### ServiceNow IT Service Management Features Incident Management Automate Ticket Routing Ticket Prioritization Ticket Notifications Reporting Dashboards Access & Usability Self Service Administration Change Management Reports & Analytics [ View More Features ](https://www.g2.com/products/servicenow-it-service-management/features) ## Top-Rated Alternatives [ ![Freshservice](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Freshservice") Freshservice 4.6/5(1,348) ](https://www.g2.com/products/freshservice/reviews) [ ![Jira Service Management](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jira Service Management") Jira Service Management 4.3/5(991) ](https://www.g2.com/products/jira-service-management/reviews) [ ![SolarWinds Service Desk](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "SolarWinds Service Desk") SolarWinds Service Desk 4.3/5(786) ](https://www.g2.com/products/solarwinds-service-desk/reviews) [ View All Alternatives ](https://www.g2.com/products/servicenow-it-service-management/competitors/alternatives) ##### Categories on G2 [IT Service Management (ITSM) Tools](https://www.g2.com/categories/it-service-management-itsm-tools)[Incident Management](https://www.g2.com/categories/incident-management)[Service Desk](https://www.g2.com/categories/service-desk) [IT Service Management (ITSM) Tools](https://www.g2.com/categories/it-service-management-itsm-tools)[Incident Management](https://www.g2.com/categories/incident-management)[Service Desk](https://www.g2.com/categories/service-desk)[Configuration Management](https://www.g2.com/categories/configuration-management) [Show MoreShow Less](javascript:void(0);) ##### Explore More [What K-12 SIS platforms have the best data security and proven track records for protecting student information?](https://www.g2.com/discussions/what-k-12-sis-platforms-have-the-best-data-security-and-proven-track-records-for-protecting-student-information)[Best industry-standard sales performance tools](https://www.g2.com/discussions/best-industry-standard-sales-performance-tools)[Which document databases have the most accessible learning curve for engineers who are coming from a relational SQL background and want to ramp up quickly?](https://www.g2.com/discussions/which-document-databases-have-the-most-accessible-learning-curve-for-engineers-who-are-coming-from-a-relational-sql-background-and-want-to-ramp-up-quickly) [Which ESB solutions prevent data loss when handling system integration failures and network interruptions?](https://www.g2.com/discussions/which-esb-solutions-prevent-data-loss-when-handling-system-integration-failures-and-network-interruptions)[Which financial data APIs have strong documentation, SDKs, and technical support for production environments?](https://www.g2.com/discussions/which-financial-data-apis-have-strong-documentation-sdks-and-technical-support-for-production-environments)[Pros and Cons Details](https://www.g2.com/products/servicenow-it-service-management/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)