I most like the auto approval for incidental requests from the owners responsible for request and incident approvals. The integration with CMDB access forms is great, as it tracks the correct owners and shares notifications for requests and approvals raised with ServiceNow forms. I also appreciate the single dashboard for our requests. Review collected by and hosted on G2.com.

I find the initial setup complex and often need expert support to configure workflows and CMDB properly. The configurations are quite intricate, requiring deep platform knowledge. New users struggle with navigation and terminology at first, so better training or an onboarding guide would help. There's a steep learning curve for new users, which can be quite daunting. Review collected by and hosted on G2.com.

I find ServiceNow IT Service Management's feature for case ticket creation really valuable. Its ability to filter incoming issues and automatically assign them to the right people makes our workflow much smoother. I also appreciate how it requests the error rate and keeps us informed about major issues, helping us fix those issues permanently. The SLA tracking feature is another aspect I like, as it helps our team assess the performance of the person resolving issues. Additionally, the initial setup was very easy, which was a big plus. Review collected by and hosted on G2.com.

Sometimes, tracking changes to the configuration isn't enabled by default, and we need to spend time to enable it. If we had an audit trail capturing all changes from A to Z in the system, it would help trace issues and find the root cause. Review collected by and hosted on G2.com.

ServiceNow ITSM has been employed by me as a tool for handling and monitoring internal support tickets. I am using the ServiceNow system on a daily basis to handle incident tickets as well as request tickets, where I am able to get updates, assign task items, and monitor progress without the need for going through my email inbox. The feature that I like most about this software is the ability to log a ticket, look into the history of the ticket, and realize what has been accomplished and what remains to be completed. Review collected by and hosted on G2.com.

During my initial use of the software, there have been times when it was challenging to operate, particularly with regard to the process of handling various tickets such as incident tickets and service tickets. Sometimes it was not evident where certain processes would be performed, and it took considerable effort on my part to perform such processes as updating tickets and moving them along different statuses. Even today, certain processes still appear to take an unreasonable amount of time to accomplish, mostly due to having to perform several actions before reaching the desired results. This is even more evident when it comes to managing multiple tickets at once. Review collected by and hosted on G2.com.

ServiceNow ITSM is built around standardized IT processes. It helps track and resolve IT incidents (for example, outages and bugs), handle employee service requests (such as laptop access or software installs), and manage changes to IT systems in a safe, controlled way. It also supports maintaining a configuration database (CMDB) of assets and their dependencies. Review collected by and hosted on G2.com.

It’s not very user-friendly, and the cost is high. I also found it complex to implement, and it feels over-engineered for a simple use case. Review collected by and hosted on G2.com.

As an end user of ServiceNow, I find the UI straightforward for raising and tracking tickets, although it does take a bit of time to get familiar with it. The integrations also work well in the background, so everything stays connected without requiring much effort on my part.

Overall, it’s reliable and responsive for day-to-day use. From a user perspective, pricing isn’t very visible, but the system still saves time by making support requests smoother and easier to follow. Support and onboarding are decent as well. AI/Intelligence, still in initial stages. Review collected by and hosted on G2.com.

From my experience, it can feel a bit complex at first, especially during the initial setup and configuration. Customizing certain things often requires technical support, which can slow you down if you’re trying to make changes on your own. Review collected by and hosted on G2.com.

I really like how simple and clean the UI is in ServiceNow IT Service Management—you can tailor it to what you actually use, which makes day-to-day work easier. Creating a request and tracking it is straightforward and happens in one place, so there’s less confusion. The filters are also very helpful to customize views for quickly finding the right tickets without wasting time. Review collected by and hosted on G2.com.

So far, I haven’t found any particularly challenging parts. However, the accuracy could be improved when loading large datasets or a list of tickets. Review collected by and hosted on G2.com.

I like ServiceNow IT Service Management for its ability to update on the ticket and how issues are presented. They also provide options to attach files, which is quite handy. From an admin perspective, I can assign roles to users, which adds flexibility. I appreciate that compared to other ticketing systems, I can collaborate within the team to resolve issues as soon as possible. Additionally, I find it easy to sync users from the active directory, thanks to the LDAP option, making the process pretty simple. Review collected by and hosted on G2.com.

It can be improved where you can set the ticket statuses. We have limited options like ticket on hold or re-inviting user responses. It can be added more features in there. Review collected by and hosted on G2.com.

I find the SSO feature very helpful for quick logins. The customized views tailored to our organization's needs, along with insightful reports, provide real-time data on pending tickets which help manage work efficiently. The dashboard is instrumental during internal meetings and offers a clear stats view. Another thing I like is that ServiceNow IT Service Management integrates well with software like Grammarly. Review collected by and hosted on G2.com.

There is some time lag faced while we close a task and an auto-generated message comes up. This could be improved by reducing time. This helps in increasing client satisfaction Review collected by and hosted on G2.com.

I really love the workflow automation and standardization in ServiceNow IT Service Management. It ensures consistent handling of incidents and changes across teams, which is critical in a large consulting organization where we deal with strict SLAs. I love the part where we configure the change request automation and management via these workflows, as it helps us keep our scoping up to the mark. Workflow automation also helps us automate repetitive tasks like ticket assignment, approvals, and notifications, reducing manual effort and human errors in our IT team. It ensures tickets are routed to the right teams instantly, speeding up incident resolution and request handling. The change request management provides us a structured way to handle deployments and system changes, ensuring proper approvals before changes go live. It helps assess the risk and impact of changes, maintains audit trails for GDPR and HIPAA compliance, and reduces the chances of production failures. Overall, it eliminates scattered IT support processes by centralizing all service management activities, improving visibility, tracking, and accountability, and acts as a central system of record for all IT operations. Review collected by and hosted on G2.com.

Customization and upgrades can be a little complex, and performance can sometimes lag in heavily customized environments. Also, the dashboards are a little less intuitive and can be complex for new users. Review collected by and hosted on G2.com.

What I like most about ServiceNow IT Service Management is how it brings people, processes, and technology together on a single platform. Coming from a DevOps and cloud background, I’ve seen how delays in incident handling or change approvals can slow down delivery. ServiceNow’s structured workflows, automation, and visibility help reduce manual effort and improve collaboration between operations and development teams. I particularly appreciate how it enables faster issue resolution while maintaining governance and compliance, which aligns well with my focus on automation and operational excellence. Review collected by and hosted on G2.com.

One aspect I find challenging about ServiceNow ITSM is that it can feel overly process-driven if workflows aren’t well designed. In fast-paced DevOps environments, too many approval steps or complex configurations can slow down delivery. However, I’ve found that with proper customization, automation, and governance, ServiceNow can strike a good balance between control and agility. Review collected by and hosted on G2.com.