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.

What I like most about ServiceNow ITSM is how it keeps day-to-day IT support organized. Rather than juggling separate tools for incidents, requests, and changes, everything is in one place, which makes it much easier to manage work and track progress.

I also appreciate the automation features because they save time by taking care of repetitive tasks and routing tickets to the right teams. That means we can spend more time actually resolving issues instead of getting stuck on manual administrative work.

The dashboards and reporting are another strong point. They provide a clear view of workloads, SLA performance, and recurring issues, which helps the team spot patterns and improve our support process over time.

Overall, ServiceNow ITSM has made our work more efficient and has helped us deliver faster, better support to users. Review collected by and hosted on G2.com.

One thing I don’t like about ServiceNow ITSM is that it can sometimes feel overly complex, especially for new users. With so many features and configuration options available, it takes time to learn the system and use it efficiently.

I’ve also noticed that certain workflows involve multiple clicks or require navigating through several screens, which can slow things down when you’re handling a high volume of tickets. In addition, even minor changes or customizations can require administrator support, and that can delay implementation.

That said, these are relatively minor issues compared to the overall benefits. Once you’re familiar with the platform, it becomes much easier to work with. Review collected by and hosted on G2.com.

I like the low code visual interface of ServiceNow IT Service Management that lets us build complex approval chains without needing to write code. I also appreciate the built-in AI that summarizes long ticket histories instantly and provides automated chatbot support. The ability for IT admins to build complex workflow automations using drag and drop cards instead of writing hundreds of lines of JavaScript code is a standout feature. Additionally, business analysts and process owners can design or modify approval workflows, reducing the dependency on expensive specialized ServiceNow developers. Review collected by and hosted on G2.com.

Implementation complexity requires highly specialized, expensive ServiceNow-certified developers and consultants. The pricing structure is heavily geared toward massive enterprises, making it cost prohibitive for smaller or mid-market organizations. Heavily customized instances can suffer from slow page load times and sluggish form interactions. It is very difficult to set up due to the need for specialized expertise, complex data migration, and a steep learning curve. Review collected by and hosted on G2.com.

ServiceNow IT Service Management (ITSM) is a top-tier, enterprise-grade platform that delivers robust automation, AI-powered insights, and comprehensive ITIL support. It’s widely praised for boosting productivity, scaling well in large environments, and offering strong reporting capabilities. That said, it comes with a steep learning curve, a complex implementation process, and a high overall cost, which makes it better suited to mid-to-large enterprises than to small businesses. Review collected by and hosted on G2.com.

Commonly cited dislikes about ServiceNow IT Service Management (ITSM) include high licensing and implementation costs, a steep learning curve that often requires dedicated expertise, and a complex user interface that can feel overwhelming. The platform is also frequently criticized for being too complex for smaller organizations, as well as for demanding significant ongoing maintenance due to frequent updates and extensive customization. Review collected by and hosted on G2.com.

ServiceNow IT Service Management offers an intuitive UI/UX, making navigation seamless. Its robust integrations enhance workflow efficiency. Performance is reliable, delivering quick resolutions. The pricing structure provides great ROI, while support and onboarding are top-notch. AI features are impressive, driving smart automation and insights. Review collected by and hosted on G2.com.

ServiceNow IT Service Management presents significant cost challenges for small to medium-sized businesses. The initial licensing fees are often prohibitive, especially when additional modules are needed for a complete solution. Ongoing subscription and maintenance costs can strain tight budgets, making it difficult to justify the investment. Additionally, the complexity of the platform may necessitate costly training and onboarding resources, further increasing expenses. For smaller organizations, the return on investment can be hard to measure, leading them to question whether the extensive features are worth the price. Ultimately, the financial burden may prompt a reevaluation of ITSM alternatives. Review collected by and hosted on G2.com.

I like that ServiceNow IT Service Management makes it easy to quickly adopt AI into our support functions. The support we receive from ServiceNow stands out, and I appreciate how they continue pushing IT Service Management practices forward, which helps us achieve a better ROI quickly. I also enjoy using their out-of-the-box tools to improve our self-service and agent experiences, which has resulted in quick returns on our ServiceNow investment. Additionally, the implementation with tools like Microsoft, GitHub, and our volunteer management system enhances efficiency in support operations. Review collected by and hosted on G2.com.

There are some improvements to update some of the interfaces and the amount of system configurations to get new modules configured and functional. The onboarding experiences to help organizations get up and running faster could be improved. Review collected by and hosted on G2.com.

What I like most about ServiceNow IT Service Management is its structured, consistent approach to incident management. It gives us a centralized place to log, track, and resolve application issues—such as MOVEit job failures, configuration errors, and file transfer incidents—while maintaining clear ownership and SLAs. The built-in workflows, notifications, and escalation mechanisms help ensure issues are handled within defined timelines, so nothing gets overlooked.

ServiceNow also provides strong visibility into incident history, related records, and trends, which is especially useful when dealing with recurring problems or performing root cause analysis. Its integration capabilities and automation features cut down on manual tracking and improve coordination across support teams. Overall, it adds clarity, accountability, and efficiency to day-to-day IT operations and application support. Review collected by and hosted on G2.com.

One of the biggest challenges with ServiceNow IT Service Management is the complexity of the UI and the overall user experience. Although the platform is highly configurable, navigation and form customization can be overwhelming for new users, and even common tasks can take multiple steps to complete. As a result, onboarding and training require time, especially for teams that use ServiceNow mainly for incident management and operational support.

Its integration capabilities are strong, but configuring and maintaining integrations often takes extra effort and technical expertise, particularly in heavily customized environments. Performance can also be affected at times in large instances with high ticket volumes or extensive workflows, which can impact day-to-day efficiency.

Pricing is another concern, since the platform is relatively expensive and the ROI tends to be clearer for larger organizations than for smaller teams. While customer support and documentation are generally helpful, resolving advanced or environment-specific issues can still take time. The AI and intelligence features are promising as well, but they can feel limited unless they are properly configured and licensed. Overall, ServiceNow is very capable, but its complexity and cost can be real barriers. Review collected by and hosted on G2.com.

What I like best about ServiceNow IT Service Management is how it brings structure and calm to what would otherwise feel like constant chaos. Instead of scattered requests and unclear priorities, everything flows through a defined system where issues are tracked, routed, and resolved with accountability. It doesn’t just manage tickets, it creates a sense of order, making it easier to trust the process and focus on solving problems rather than chasing them Review collected by and hosted on G2.com.

What I don’t like about ServiceNow IT Service Management is that it can feel overly rigid and process-heavy, especially for simpler tasks that don’t really need so many steps. Review collected by and hosted on G2.com.

I like how ServiceNow centralizes incident, request, and change management in one platform, making it easy to track work from creation to closure. The automated workflows and ticket routing help reduce manual effort and improve response times. Review collected by and hosted on G2.com.

One thing I find challenging is that some workflows require multiple screens and approvals, which can make simple tasks feel time-consuming. The interface can also be overwhelming for new users because of the number of options and modules available. Review collected by and hosted on G2.com.