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.
86 Likeliness to Recommend
97 Plan to Renew
78 Satisfaction of Cost Relative to Value
1
Since last award
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.
+81 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
- Respectful
- Enables Productivity
- Helps Innovate
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
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Feature Ratings
Integrated Knowledge Management
Service Catalog
Reporting
Systems Management Integration
Multi-Site Functionality
Technician Administration
End User Self Serve
Business Application Integration
End User Support Solutions
Integration With IT Tools
Multi Device Capability
Vendor Capability Ratings
Breadth of Features
Quality of Features
Business Value Created
Ease of Data Integration
Ease of IT Administration
Product Strategy and Rate of Improvement
Availability and Quality of Training
Usability and Intuitiveness
Ease of Implementation
Ease of Customization
Vendor Support
ServiceNow IT Service Management Reviews
Rabbani S.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Mar 2024
Best ITSM Tool Ever!
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
The number ticket management types. Ease of Integration with other tools. Faster in response time. KB management and much more.
What is your favorite aspect of this product?
We can initiate a chat from the tool itself and can also initiate a chat from a different tool since the integration part is amazing. Integrated with 2 different chat tools.
What do you dislike most about this product?
Nothing to dislike about this product. I love this tool.
What recommendations would you give to someone considering this product?
Make the appearance look like modern tools considering this looks a bit dated.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Enables Productivity
Agater L.
- Role: Information Technology
- Industry: Transportation
- Involvement: End User of Application
Submitted Jan 2026
Structured Support for IT Aviation System
Likeliness to Recommend
What differentiates ServiceNow IT Service Management from other similar products?
Being a single unified platform in that rather than combining different tool together, is provides services for among others; automation, assets, reporting and tickets The strong CMDB and service mapping that works on: aviation systems like MRO, end users, servers, network gear and endpoint.
What is your favorite aspect of this product?
CMDB that indicates the way components relate helping to support our team diagnose issues much faster It’s strong incident and problem resolution abilities
What do you dislike most about this product?
Licensing cost is on the higher end Despite being highly customizable, it requires governance to remain consistent across teams
What recommendations would you give to someone considering this product?
Engage in phased rollouts by starting with core modules Ensure to train users in advance
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
- Role: C-Level
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Feb 2026
Powerful workflow management platform
Likeliness to Recommend
Pros
- Helps Innovate
- Reliable
- Enables Productivity
- Respectful
Cons
- Less Generous
- Under Delivered
- Less Transparent
