What is ServiceNow IT Service Management?
IT organizations want to deliver innovative business solutions, not spend time looking after infrastructure. And business users want services to be just as convenient as the ones they use in their personal lives. Our ITSM solutions give you end-to-end visibility into processes and infrastructure through a single system of record for IT. This enables you to consolidate and automate service management processes, increase efficiency, lower costs, and devote more time to innovating and creating the consumer-like self-service experience that users expect.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
87 Likeliness to Recommend
97 Plan to Renew
80 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+83 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love ServiceNow IT Service Management?
Pros
- Reliable
- Enables Productivity
- Helps Innovate
- Respectful
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Service Catalog
Integrated Knowledge Management
Reporting
End User Self Serve
Multi-Site Functionality
Technician Administration
End User Support Solutions
Systems Management Integration
Integration With IT Tools
Business Application Integration
Multi Device Capability
Vendor Capability Ratings
Breadth of Features
Quality of Features
Business Value Created
Ease of Data Integration
Ease of IT Administration
Ease of Implementation
Product Strategy and Rate of Improvement
Usability and Intuitiveness
Availability and Quality of Training
Ease of Customization
Vendor Support
ServiceNow IT Service Management Reviews
Bianca H.
- Role: Information Technology
- Industry: Food and Beverage
- Involvement: Initial Implementation
Submitted Oct 2025
Enhanced business visibility and growth
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
The Service mapping and ServiceNow store make this platform different and better than other platforms in IT service management. Also, the partner ecosystem provided by ServiceNow speeds up extending functionality.
What is your favorite aspect of this product?
This platform has enabled us to manage problems and changes effectively while delivering our services via a self-service channel, thereby gaining end-to-end visibility. I really appreciate how it has reduced our operational costs by automating processes and aligns well with our business goals.
What do you dislike most about this product?
Sometimes the modules collapse, which causes uncertainty among incidents, requests, and change processes. Other than that, the platform is working fine.
What recommendations would you give to someone considering this product?
As this platform grows with your business, if you are planning to go long-term with IT service management, then ServiceNow is a great choice for you.
Pros
- Reliable
- Enables Productivity
- Effective Service
- Saves Time
Summer J.
- Role: Information Technology
- Industry: Education
- Involvement: Business Leader or Manager
Submitted Jun 2025
Love the application functionality
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
The leadership team
What is your favorite aspect of this product?
The adaptability
What do you dislike most about this product?
The need for system administration that needs to be full time.
What recommendations would you give to someone considering this product?
Look at overall cost is. What is truly needed
Pros
- Reliable
- Trustworthy
- Inspires Innovation
- Altruistic
ThankGod S.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted May 2025
Powerful and Scalable ITSM Platform
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
The platform's flexibility and ability to integrate across departments make it stand out. It supports complex workflows, offers detailed reporting, and scales well with enterprise-level organizations.
What is your favorite aspect of this product?
I really like how customizable the workflows are. It’s powerful in adapting to different team structures, and the automation capabilities reduce repetitive tasks significantly.
What do you dislike most about this product?
The learning curve can be quite steep for new users, and customization often requires technical skills. A more intuitive UI and guided setup would improve the user experience.
What recommendations would you give to someone considering this product?
Make sure you have a strong implementation plan and involve both IT and business stakeholders. Invest in proper training for users to fully leverage its potential.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
