To be fair, our ticket history stays intact throughout the entire lifecycle, which is something we have been longing for for a long time. The self-service feature has reduced the number of support requests. On top of that, performance remains stable, the UI is crystal clear, and the platform scales as our IT operations grow. Review collected by and hosted on G2.com.

After setting the platform, I thought this was it with the planning and all, but I was wrong, as everything, even getting the service catalog, requires more planning than expected. Review collected by and hosted on G2.com.

I find ServiceNow IT Service Management to be an excellent platform for managing IT operations and support processes like incident tracking, service requests, change management, and problem resolution. I like the centralized ticket management as it gives better visibility and tracking of incidents and requests. The workflow automation reduces manual work and speeds up approvals and resolution times. The user-friendly self-service portal enables users to raise and monitor requests easily, improving both user experience and service desk efficiency. I also appreciate its ability to scale well in a large enterprise environment with more than 10,000 employees, supporting a high volume of incident and service management activities. Additionally, ServiceNow offers better automation, centralized ticket management, improved reporting, and a more scalable platform compared to our previous ITSM solution, and it integrates well with other enterprise tools, which helps automate workflows, reduce manual effort, and improve visibility. Review collected by and hosted on G2.com.

I find some configurations and customizations to be quite complex. New users might need more time to get a handle on the platform, and we need more intuitive processes. Usability could really be improved by simplifying navigation, reducing the complexity of configurations, and making report creation more user-friendly. I think better onboarding and guided administration features would also help new users and administrators become productive faster. Advanced configurations, integrations, and custom workflows required additional effort and expertise, which can be a bit of a hurdle. Review collected by and hosted on G2.com.

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.