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ServiceNow

ServiceNow IT Service Management

Composite Score

8.4 /10

CX Score

8.4 /10

341 Reviews Write a Review

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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2026 Data Quadrant Champion

Latest Award, 2026

2 Top Rated Capabilities

7 Top Rated Features

Latest Award, 2026

2025 Emotional Footprint Champion

2025

2025 Data Quadrant Champion

2025

4 Top Rated Capabilities

7 Top Rated Features

2025

2024 Emotional Footprint Champion

2024

2024 Data Quadrant Champion

2024

5 Top Rated Capabilities

7 Top Rated Features

2024

2023 Emotional Footprint Champion

2023

2023 Data Quadrant Champion

2023

7 Top Rated Capabilities

5 Top Rated Features

2023

Product Impact

2022

3 Top Rated Capabilities

6 Top Rated Features

2022

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.

84 Likeliness to Recommend

2
Since last award

98 Plan to Renew

1
Since last award

74 Satisfaction of Cost Relative to Value

5
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.

+80 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?

3% Negative

7% Neutral

90% Positive

Pros

Reliable
Respectful
Helps Innovate
Performance Enhancing

Feature Ratings

Average 83

Service Catalog

Integrated Knowledge Management

Reporting

Systems Management Integration

Multi-Site Functionality

Technician Administration

End User Self Serve

Business Application Integration

Integration With IT Tools

End User Support Solutions

Multi Device Capability

Vendor Capability Ratings

Average 76

Breadth of Features

Quality of Features

Business Value Created

Ease of IT Administration

Ease of Data Integration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Ease of Customization

Vendor Support

Ease of Implementation

ServiceNow IT Service Management Reviews

Role: Information Technology
Industry: Consulting
Involvement: IT Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Jun 2026

SeeviceNow is a key differentiator

Likeliness to Recommend

9 /10

Pros

Enables Productivity
Effective Service
Helps Innovate
Performance Enhancing

Cons

Less Generous

Paramita C.

Role: Information Technology
Industry: Insurance
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jun 2026

Worth exploring

Likeliness to Recommend

6 /10

What differentiates ServiceNow IT Service Management from other similar products?

AI features, functionalities, problem management, change management handling

What is your favorite aspect of this product?

Ease of use of the different functionalities and the ability for customization

What do you dislike most about this product?

Nothing mentionable as such but there could be more integrations

What recommendations would you give to someone considering this product?

Explore all features to see if it satisfies the need of the org.

Pros

Continually Improving Product
Includes Product Enhancements
Appreciates Incumbent Status
Helps Innovate

Role: Operations
Industry: Biotechnology
Involvement: Business Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Jun 2026

Speaking as a user only…

Likeliness to Recommend

9 /10

Pros

Reliable
Unique Features
Effective Service
Caring

Cons

Less Productive
Wastes Time

Latest Research

ServiceNow IT Service Management

What is ServiceNow IT Service Management?

Company Details

Need Assistance?

Awards & Recognition

2026 Data Quadrant Champion

2025 Emotional Footprint Champion

2025 Data Quadrant Champion

2024 Emotional Footprint Champion

2024 Data Quadrant Champion

2023 Emotional Footprint Champion

2023 Data Quadrant Champion

ServiceNow IT Service Management Ratings

84 Likeliness to Recommend

2 Since last award

98 Plan to Renew

1 Since last award

74 Satisfaction of Cost Relative to Value

5 Since last award

Emotional Footprint Overview

+80 Net Emotional Footprint

How much do users love ServiceNow IT Service Management?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Service Catalog Ability to request products and services through an online catalog that integrates into the ticketing system; may include an app store.

Integrated Knowledge Management Database integrated with ticketing system for sharing information between technicians, single source or able to federate multiple sources into a single search.

Reporting Straightforward data storage with ability to create any reports easily. Dashboards for any role with ability to easily build and modify.

Systems Management Integration APIs available for straightforward integration with multiple systems management tools such as network monitoring to create tickets for action items. May include aggregated alerts, views and dashboards

Multi-Site Functionality Central management of dispersed technicians, multiple time zones, operational hours, and automated shift reassignments.

Technician Administration Easily designed forms, templates, task management, and workflows using codeless customization.

End User Self Serve Intuitive portal designed for end users to create incident tickets, request services, and access status and FAQs.

Business Application Integration APIs available for straightforward integration with multiple business systems such as ERP or CRM.

Integration With IT Tools Integration with tools to assist the user which enable connection from within the ticket, capturing information as it is created.

End User Support Solutions Tools to benefit end users such as single sign-on to self-serve, password reset, screen capture in ticket, dynamic FAQ matching to ticket key words.

Multi Device Capability Intuitive interface for any device for any role (end user, technician, approver) providing access via web or native mobile app for end users and technicians.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

ServiceNow IT Service Management Reviews

SeeviceNow is a key differentiator

Likeliness to Recommend

Pros

Cons

Paramita C.

Worth exploring

Likeliness to Recommend

Pros

Speaking as a user only…

Likeliness to Recommend

Pros

Cons

Most Popular ServiceNow IT Service Management Comparisons

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2
Since last award

1
Since last award

5
Since last award

Feature Ratings

Service Catalog

Integrated Knowledge Management

Reporting

Systems Management Integration

Multi-Site Functionality

Technician Administration

End User Self Serve

Business Application Integration

Integration With IT Tools

End User Support Solutions

Multi Device Capability

Vendor Capability Ratings

Breadth of Features

Quality of Features

Business Value Created

Ease of IT Administration

Ease of Data Integration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Ease of Customization

Vendor Support

Ease of Implementation