ServiceNow IT Service Management Reviews

What I like most about ServiceNow ITSM is that it makes managing incidents, requests, and changes much easier. Everything is organized in one place, and the automation helps reduce manual work. I also like that it is easy to track issues and see their status, which makes day-to-day work more efficient.

One thing I dislike is that some features can feel a little complicated at first, especially when setting up workflows or configurations. It can take some time to understand everything and get used to the platform. Also, some pages can feel a bit slow when working with a lot of data.

ServiceNow ITSM helps solve the problem of managing IT issues and requests in a scattered way. It keeps incidents, requests, and changes organized in one place, making it easier to track and prioritize work. For me, it saves time, reduces manual follow-ups, and makes it easier to see the status and progress of each issue.

I like ServiceNow IT Service Management because it helps organize and automate IT support processes in one place.

It makes incident tracking, request management, and team collaboration more efficient, leading to faster issue resolution and better user experience.

The initial setup and customization can be complex, and new users may need time to learn the platform. It can also feel overwhelming because of its many features

I like most it service management everything lives on one platform incidents, problems changes and requests so there no switching between tools. The workflow automation (routing, approvals, notifications) saves a lot of manual effort, and the dashboards give quick real time visibility into ticket volume and sla compliance without extra report-building. The self service portal also helps cut down repetitive tickets since users can resolve simple issues on their own

The initial setup and configuration can pretty complex it often needs dedicated admin resources or consultants to get workflows tuned right. Licensing costs add up quickly especially as you add more modules or users. The UI while functional can feel a bit dated and isn't always intuitive for new users, so there's a learning curve. Performance can also lag a little bit when loading bigreports or heavily customized form .

ServiceNow ITSM has centralized our ticketing and workflows so nothing gets lost across scattered emails or spreadsheets. It's improved our SLA tracking and accountability everything is on time and visible in one dashboard. Automation has cut down repetitive manual work freeing up the team to focus on actual issue resolution instead of admin tasks.

What I like most about ServiceNow IT Service Management is its ability to unify IT operations on a single, intelligent platform. By streamlining incident, request, problem, and change management, it eliminates manual effort, improves visibility, and enables faster issue resolution. The platform's automation, standardized workflows, and real-time insights help teams collaborate more effectively, enhance service quality, and deliver a better experience for both IT staff and end users.

While ServiceNow is a powerful and feature-rich platform, it can occasionally experience performance delays, particularly when loading complex forms, dashboards, or large reports. Optimizing load times and overall responsiveness would further enhance the user experience and improve productivity, especially for teams handling high volumes of requests.

ServiceNow has significantly reduced manual effort by automating workflows, approvals, and routine IT processes. Its centralized platform streamlines incident, change, problem, and service request management, enabling faster resolution, improved operational efficiency, and greater team productivity. By minimizing repetitive tasks and standardizing processes, ServiceNow allows IT teams to focus on delivering higher-value services and improving the overall user experience.

What I like most about ServiceNow IT Service Management is that it brings everything into one place. Instead of tracking requests through emails or spreadsheets, incidents, service requests, approvals, and changes can all be managed in a single platform. I also like its automation capabilities, which reduce manual work, speed up issue resolution, and improve the overall user experience. From an administrator's perspective, it provides good visibility into service performance and helps teams work more efficiently while maintaining standardized processes. Overall, it makes IT support more organized, transparent, and productive.

One thing I dislike about ServiceNow IT Service Management is that it can feel complex, especially for new users. Some tasks require multiple clicks, and the interface can be overwhelming until you're familiar with it. Customizing workflows or implementing new features can also take time and often requires specialized knowledge. Additionally, performance can sometimes be slower when working with large amounts of data or highly customized instances. Despite these challenges, its capabilities generally outweigh the drawbacks once you're comfortable using the platform.

ServiceNow IT Service Management helps solve the problem of managing IT requests, incidents, and changes in a structured and efficient way. Instead of relying on emails or manual tracking, everything is centralized in one platform, making it easier to prioritize, assign, and monitor work. For me, this means faster request handling, better visibility into ticket status, and improved collaboration across teams. It also reduces manual effort through automation, helping me focus on more important tasks and deliver support more efficiently.

I like ServiceNow IT Service Management for providing the necessary structure and platform to manage a large volume of service tickets efficiently. The user experience stands out for me, and I appreciate the awareness of the platform among all my colleagues. Additionally, the initial setup of ServiceNow IT Service Management was super easy.

In some cases, I don't know which drop-down to select, and there is no description of what each option means. Footnotes with descriptions and a cleaner UI would be helpful.

ServiceNow IT Service Management provides the structure and platform I need to manage a high volume of service tickets in a large company.

A great tool that is easy to configure and customise

Sometimes new tools implemented in servicenow feel a little rushed and not intuitive to use.

We use it for work management and will soon be using the ai components to also do automated ticket resolution

Even practise in the ITIL framework and service management best practises can be integrated in servicenow ITSM with ease.

Not all features are available OOTB, so it does require some fine-tuning. However, as long as the implementation team is prepared to handle that, it works like a charm.

ISO audit purpose, ITIL practises and evidences at a centralized location. Making it favorite itsm tool.

From the user experience prespective easy to learn.

.Intuitive dashboards and UI

Employee Center

Reporting could be a little more flexible

Employee

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.

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.

ServiceNow helps streamline incident, service request, and change management by providing a single platform to track and manage all IT activities. It improves visibility into ticket status, reduces manual follow-ups through automation, and ensures issues are resolved efficiently. This helps me save time, stay organized, and focus more on delivering project work rather than tracking requests manually.