ServiceNow IT Service Management Reviews & Product Details

ServiceNow IT Service Management Product Details

Claimed

ServiceNow IT Service Management (ITSM) is a comprehensive cloud-based software solution designed to streamline and enhance the delivery of IT services within organizations. With ITSM, organizations can: • Optimize IT service delivery • Improve service quality • Foster a better overall experience for both IT staff and end-users. By leveraging artificial intelligence, AI agents, and automation on the ServiceNow AI Platform, ITSM enables organizations to transform their IT service processes, making them more efficient and responsive to the needs of the enterprise. ITSM caters to organizations of all sizes across a diverse range of industries, including finance, healthcare, and technology. ITSM is particularly beneficial for organizations that handle a high volume of IT requests and incidents, as it provides tools to manage these effectively. Use cases include: • Incident management • Problem management • Change management • Service request fulfillment These use cases are crucial for maintaining operational continuity and enhancing service delivery. One of the standout features of ITSM is its ability to accelerate incident resolution using automation and AI capabilities. ITSM enhances incident resolution productivity by 30%, enabling IT staff to resolve issues faster and with greater accuracy. This efficiency not only improves the performance of IT teams but also leads to a more satisfactory experience for employees relying on IT services. Moreover, ITSM employs advanced analytics and reporting capabilities, which provide organizations with valuable insights into their IT operations. By analyzing incident trends and service performance metrics, businesses can identify areas for improvement and make data-driven decisions to enhance service delivery. AI capabilities also help in predicting potential issues before they escalate, allowing proactive measures to be taken to minimize disruptions. Overall, ServiceNow ITSM stands out in the IT service management landscape by combining robust functionality with intelligent automation. Its focus on improving productivity, reducing costs, and enhancing user experiences makes it a vital tool for organizations looking to optimize their IT services and drive business transformation.

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Seller

ServiceNow

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ServiceNow IT Service Management Community

Product Description

ServiceNow delivers an IT Service Management experience that is faster, smarter, and more automated than ever.

Overview by

Elijah Perry

This product is included in:

ServiceNow IT Service Management Media

ServiceNow IT Service Management Demo - Incident Management

Automatically assign incidents to the correct resolution group with machine learning. Bring together stakeholders to investigate issues and restore services swiftly with the Major Incident Management portal.

ServiceNow IT Service Management Demo - Service Operations Workspace

Solve issues faster and improve collaboration across the enterprise. IT staff can use one workspace to see complete issue context and relevant AI-powered recommendations to resolve issues quickly and efficiently.

ServiceNow IT Service Management Demo - Knowledge Management

Use AI agents and machine learning to create, share, and manage, contextual knowledge articles from across the enterprise. Make it easier for employees to self-resolve issues anytime, saving IT staff from responding to common service requests.

ServiceNow IT Service Management Demo - Modern Change Management

Balance change velocity with quality and stability to create a scalable, data-driven change process. Empower your teams to move faster with confidence using change models, approval policies, and DevOps Change Velocity for smoother, compliant transitions.

ServiceNow IT Service Management Demo - Change Summarization with Now Assist

Summarize changes to your IT services using AI agents and generative AI, improving visibility and decision-making while reducing the potential for service outages due to changes.

ServiceNow IT Service Management Demo - Digital Product Release

Empower product teams to plan, manage, and deploy digital products and service releases within IT guardrails. Simplify release cycles, track each stage on one dashboard, and use customizable templates and out-of-the-box policies to validate release readiness.

The ServiceNow Platform Yokohama release brings together ground-breaking AI agent innovations, connected data, and automated workflows all on a single platform.

ServiceNow's AI Agents autonomously tackle complex business challenges. This breakthrough on the trusted ServiceNow Platform acts as the AI agent control tower to manage and govern AI agents across the enterprise.

Griffith embraces AI and automation to improve operational efficiency and ensure consistent service experiences for students and employees.

Teleperformance needed a seamless, AI-driven IT service solution to enhance support for nearly half a million employees. Discover how Teleperformance partnered with ServiceNow to unify IT services, automate tasks, and improve customer exper

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ServiceNow IT Service Management (ITSM) Solution Brief

How AI is Redefining IT Service

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G2 reviews are authentic and verified.

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Harsh B.

ServiceNow Developer

Enterprise (> 1000 emp.)

7/16/2025

"Reliable and Easy-to-Use ITSM for Large-Scale Infrastructure"

5/5

What do you like best about ServiceNow IT Service Management?

ServiceNow ITSM is very user-friendly and customizable. It helps automate repetitive tasks, manage incidents and requests smoothly, and improves overall productivity. We are working over large Infrastructure which contains million of CI's but servicenow is the only platform we are able to rely on from past 10 years. The UI of this so simple like a excel. It is easy to implement and creating workflow and doing integration using API is much easy due to No Code/Low Code structure. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

Sometimes it feels heavy to load and takes little long time to load. 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 us manage a huge and complex infrastructure with millions of CIs. It centralizes all our IT services — incidents, requests, changes — in one place. This improves tracking, speeds up resolution, reduces manual effort, and keeps our operations smooth and reliable. Review collected by and hosted on G2.com.

Martin I.

Senior ServiceNow Consultant

Enterprise (> 1000 emp.)

6/17/2025

"The most advanced ITSM tool in the enterprise context"

5/5

What do you like best about ServiceNow IT Service Management?

ServiceNow IT Service Management has been around since the very beginning of the platform 20 years ago. It has been constantly evolving to accommodate any new ways of handling IT Service Management processes, such as Incident management, major incident management, change, problem, request. It comes with a ton of pre-built, but also customizable functionalities for the different personas, ranging from IT Service managers, support staff, agents, admins, executives, etc. on a daily basis. The different interfaces like the Service Operations Workspace and the out-of-the-box reports are really valuable for a quick bootstrap, that will be fully functional since day one. It is easy to deploy with minimum or no customization. Being the most used capability of ServiceNow, there is a lot of knowledge around the community, but if customers face very specific issues, they could open a support case and get help from a very qualified staff of support engineers. Last, but not least, ServiceNow ITSM integrates easily with external tools, either by pre-built or custom integrations. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

because of the complexity and the different capabilities that the ServiceNow IT Service Management comes with, it might be difficult for organizations to prioritize their roadmap from where to start and how to deploy additional activities. This could be solved with the help of a solution consultant and the NowCreate framework. Review collected by and hosted on G2.com.

Nishant K.

Manager - Technology Services

Enterprise (> 1000 emp.)

6/13/2025

"Most powerful ITSM tool"

4.5/5

What do you like best about ServiceNow IT Service Management?

ServiceNow ITSM has been a game changer. The ability to customise the way your business needs it makes it a wonderful tool. You can create intuitive dashboard, integration with other tools like MS Teams is super easy. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

As per my understanding, the per user cost is very high for ServiceNow. We needed to remove few of the roles because of the high cost.

Also, sometimes the tool gets very slow even though you are connected to high speed data. So performance issue at times happens and it impacts the productivity. Review collected by and hosted on G2.com.

What problems is ServiceNow IT Service Management solving and how is that benefiting you?

Almost 4 years ago we migrated our ITSM tool from BMC Remedy to ServiceNow. It has been very helpful in managing our business needs. For example, creating Incident dashboard, Trend analysis, Getting Historical data, running change meetings (CAB) using it's CAB workbench is very useful and easy. There are options to automate incident closure, change closure by means of business rules and scripts which is very helpful feature. Review collected by and hosted on G2.com.

ANURAG C.

Senior Engineer

Automotive

Enterprise (> 1000 emp.)

7/4/2025

"Great application of Helpdesk Support - ServiceNow"

5/5

What do you like best about ServiceNow IT Service Management?

It is the best application for helpdesk support. It is very easy to raise tickets & also a notification mail is sent to the user. The backend team receive the tickets very fast & works on the issue at the earliest possible time. You can also manage all the tickets & summary of all the queries. We can also post the resolution of some common user queries in the portal. The knowledge base feature is also very helpful. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

The price should be cheaper otherwise there is no other dislike. Review collected by and hosted on G2.com.

Victor L.

Head of Sales & Pre-Sales

Mid-Market (51-1000 emp.)

6/27/2025

Business partner of the seller or seller's competitor, not included in G2 scores.

"Robust, scalable, and outcome-driven ITSM platform"

5/5

What do you like best about ServiceNow IT Service Management?

ServiceNow’s ITSM offering is remarkably comprehensive. It enables standardized operations with strong automation and governance capabilities. I especially appreciate its seamless integration across departments and tools, which supports a unified view of the entire IT service operation. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

While the platform is highly customizable, the learning curve can be steep for new users, particularly in complex enterprise environments. There is also room for improvement in the user experience for certain operational roles. 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 issues related to low operational visibility, manual workflows, and disjointed service experiences. The platform enables standardization, reduces response times, automates critical processes, and provides reliable data for decision-making. The improvement in operational efficiency and predictability is significant. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Enterprise (> 1000 emp.)

6/13/2025

"ServiceNow ITSM product has most of the components to be called as most mature ITSM solution"

4.5/5

What do you like best about ServiceNow IT Service Management?

- Integration with rest of the products ( CSM, SPM, ITOM) to make servicenow as a complete Service Management Solution.

- UX is very intuitive on all supported UIs ( native, service portal ,NOW mobile and workspaces)

- There are so many resources available for faster And quality ITSM implementations ( NOW create, docs, community, guided setup). Since most of the customers implement ITSM as their first process, there is ton of institutional knowledge for quality ITSM implementations.

- Playbooks is a great feature to increase ITSM adoption.

- ITSM maturity can be easily measured with lot of platform analytics OOB indicators, breakdowns.

- NOW assist is a great place to start Gen AI initiatives for orgs. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

- Licensing has been always a gray area for all ServiceNow products including ITSM. Talk to your account manager is not a great answer when dealing with customers. I feel servicenow licensing should be more transparent.

- There need to be more resources available for migrating from legacy ITSM products to servicenow ITSM product. ( e.g Migrating from BMC Remedy to ServiceNow). I know there is a OOB integration hub spoke available for BMC Remedy. But, that's just for outbound requests.

- On call product need to be better integrated with ITSM. e.g If no on call alert is sent to primary, secondary members, workflow should create incident to primary on call member. Review collected by and hosted on G2.com.

What problems is ServiceNow IT Service Management solving and how is that benefiting you?

- Self Service using catalog items, record producers which improves employee productivity.

- Faster Integration implementations using OOB Integration spokes ( e.g Remedy) for better visibility of vendor performance.

- Tracking ITSM implementation maturity is easy with tons of Platform analytics indicators.

- Support agents get lot of benefits using Workspaces for faster resolution of employee tasks. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Enterprise (> 1000 emp.)

6/13/2025

"Streamlining IT Operations with ServiceNow ITSM: A Practical Review"

5/5

What do you like best about ServiceNow IT Service Management?

1. It brought in all of our IT processes like incident, change, requests into a single, unified problem. It actually helped our leadership to get visibility across what is happening within the organization.

2.AI offerings like Predictive Intelligence helped us to do intelligent ticket assignment which helped us to speed up the resolution times and improve user satisfaction.

3. The dashboards provided with ServiceNow ITSM provides great insights which helps us to make informed business decisions.

4. We were able to integrate ServiceNow ITSM with our existing tools without any extra overhead.

5.The user interface (Service Operations Workspace) being offered by ServiceNow ITSM provides ease of access to our delivery engineers, they need not to shuffle between multiple tabs to get things done.

6. The support being offered by ServiceNow for their products is top notch. As and when we face an issue, it is being promptly addressed by Now Support team.

7. Moreover, support was being provided during the implementation phase in terms of best practices which helped us to implement it easily. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

1. The only downside I could think of is the cost of implementation. It is very costly for small or mid-sized organizations.

2. To an extent, we don't have much control on the level of customization that could be done to ServiceNow ITSM based on our business requirements. We need to go ahead with OOB functionalities only. Review collected by and hosted on G2.com.

What problems is ServiceNow IT Service Management solving and how is that benefiting you?

1. Streamlined our Incident and Request Management

2. ServiceNow Dashboards helped us to make informed business decisions.

3. ServiceNow Predictive Intelligence helped us to do intelligent ticket routing and prioritization which was a pain point for us.

4. We were following a manual change management process which got streamlined via ServiceNow ITSM. Review collected by and hosted on G2.com.

Dwayne P.

Mid-Market (51-1000 emp.)

5/6/2025

"Very Expansive and intuitive system for service mangement"

4/5

What do you like best about ServiceNow IT Service Management?

The ease of use with regards to designing solutions to problems using the various forms and modules available to personalize them to your particular needs. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

The compatibility and knowledge needs to incorporate externally managed systems with ServiceNow ITSM in order to help automate particular solutions. With the more recent releases, the focus on knowledge of Glide to accomplish this has been cut down and more focused on the actual vision of what you'd like to be done. Review collected by and hosted on G2.com.

What problems is ServiceNow IT Service Management solving and how is that benefiting you?

Incident Management for tickets that are sorted and triaged by a service desk.

Request management and resolution, for example: new hardware request, onboarding off boarding, Hardware Refresh Projects

Reporting that is displayed via Visual Analytics board to get a better idea on the problems that are being faced in the day to day. Review collected by and hosted on G2.com.

Emily B.

Enterprise (> 1000 emp.)

5/7/2025

"A great tool for Hospitals"

5/5

What do you like best about ServiceNow IT Service Management?

The most helpful aspect of ServiceNow IT Service Management at our organization is our ability to track and document changes and associate them with Problems. In a hospital setting, it is very vital that we are aware of all of the changes that may impact our patients. By using the Change control process, we are able to have change meetings to make all of our staff aware of anything that may impact business. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

The least helpful about IT Service Management would be our limited ability to associate problems to incidents. Review collected by and hosted on G2.com.

Amrit Kumar P.

Software Development Consultant

Information Technology and Services

Enterprise (> 1000 emp.)

6/7/2023

Business partner of the seller or seller's competitor, not included in G2 scores.

"ServiceNow - ITSM Modl=ule"

5/5

What do you like best about ServiceNow IT Service Management?

ServiceNow is a tool for future with addition of latest AI models in it.

It started as a ticketing tool and has now become a tool for various purposes, from maintaining our assets to ordering multiple services with a single click, which can be tracked under a single portal.

It also helps you maintain and track your tickets in your mobile app. Review collected by and hosted on G2.com.

What do you dislike about ServiceNow IT Service Management?

There is nothing to dislike about ServiceNow. It is growing every day. They are coming up with their bug solutions in every new release.

The new ServiceNow version has bugs when it is released but it is fixed by providing us patches in few months. Review collected by and hosted on G2.com.

What problems is ServiceNow IT Service Management solving and how is that benefiting you?

It is helping to solve our client's problems using ServiceNow.

1. They can manage their assets and maintain them in a single place.

2. The UI makes it more easier to use.

3. Users can use the mobile app to keep a track of their tickets and get the latest update.

4. The AI has made life easier for users to get the solution to problem promptly without waiting for live agents in long queue. Review collected by and hosted on G2.com.