ServiceNow IT Service Management Logo Award Winner Product Badge
ServiceNow IT Service Management Logo Award Winner Product Badge
ServiceNow

ServiceNow IT Service Management

Composite Score
8.6 /10
CX Score
8.7 /10
Category
ServiceNow IT Service Management
8.6 /10

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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Awards & Recognition

ServiceNow IT Service Management won the following awards in the IT Service Management - Enterprise category

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ServiceNow IT Service Management Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on ServiceNow IT Service Management.

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.

89 Likeliness to Recommend

97 Plan to Renew

1
Since last award

83 Satisfaction of Cost Relative to Value

1
Since last award


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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.

+84 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?

5% Negative
4% Neutral
91% Positive

Pros

  • Enables Productivity
  • Reliable
  • Respectful
  • Security Protects

Feature Ratings

Average 83

Service Catalog

84

Integrated Knowledge Management

84

Reporting

84

End User Self Serve

83

Multi-Site Functionality

83

Technician Administration

82

End User Support Solutions

82

Systems Management Integration

82

Integration With IT Tools

82

Business Application Integration

81

Multi Device Capability

80

Vendor Capability Ratings

Average 80

Breadth of Features

85

Quality of Features

84

Business Value Created

83

Ease of Data Integration

82

Ease of IT Administration

81

Ease of Implementation

79

Product Strategy and Rate of Improvement

79

Vendor Support

79

Availability and Quality of Training

78

Ease of Customization

78

Usability and Intuitiveness

78

ServiceNow IT Service Management Reviews

ThankGod S.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted May 2025

Powerful and Scalable ITSM Platform

Likeliness to Recommend

9 /10

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

Priya K.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted May 2025

Take Control of IT Issues with ServiceNow.

Likeliness to Recommend

10 /10

What differentiates ServiceNow IT Service Management from other similar products?

ServiceNow is one of the best ticketing tools for managing all types of incidents and organizing data effectively. The console is easy to access and very user-friendly.

What is your favorite aspect of this product?

We can easily modify incident tickets, such as changing the priority to high, medium, or low.

What do you dislike most about this product?

Nothing as such

What recommendations would you give to someone considering this product?

Excellent ticketing tool for small and medium sized companies. Just got for it and it’s cost effective.

Pros

  • Helps Innovate
  • Reliable
  • Performance Enhancing
  • Trustworthy

Siva Sankar C.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted May 2025

Streamlining IT operations with ServiceNow ITSM

Likeliness to Recommend

10 /10

What differentiates ServiceNow IT Service Management from other similar products?

Easy to use, Easy to customisation, Less Code or No code, easy to setup a flows

What is your favorite aspect of this product?

Flows are my favourite one

What do you dislike most about this product?

As of now all positives I have encountered

What recommendations would you give to someone considering this product?

Do you need less code or No code product, then ServiceNow is best suitable one, we have Flow designer to automate the process without code or less code

Pros

  • Helps Innovate
  • Performance Enhancing
  • Enables Productivity
  • Trustworthy

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