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ServiceNow

ServiceNow IT Service Management

Composite Score

8.4 /10

CX Score

8.5 /10

288 Reviews Write a Review

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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.

86 Likeliness to Recommend

98 Plan to Renew

1
Since last award

77 Satisfaction of Cost Relative to Value

2
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.

+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?

4% Negative

6% Neutral

90% Positive

Pros

Reliable
Respectful
Enables Productivity
Helps Innovate

Feature Ratings

Average 83

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

Average 77

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 Customization

Vendor Support

Ease of Implementation

ServiceNow IT Service Management Reviews

Aman M.

Role: Industry Specific Role
Industry: Healthcare
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2024

Superb Product

Likeliness to Recommend

9 /10

What differentiates ServiceNow IT Service Management from other similar products?

ServiceNow IT Service Management is different because it integrates various business functions, automates tasks, uses AI, offers customization, focuses on service delivery, and keeps innovating.

What is your favorite aspect of this product?

My favorite aspect of ServiceNow IT Service Management is its seamless integration of various business functions. It streamlines processes across departments, making collaboration effortless and improving overall efficiency.

What do you dislike most about this product?

One potential aspect that some users might dislike about ServiceNow IT Service Management could be its complexity during the initial setup and configuration process. This may require significant time and resources to fully implement and customize according to specific organizational needs. Additionally, for smaller organizations or those with limited budgets, the pricing structure of ServiceNow could be a concern, as it may be perceived as relatively high compared to other solutions on the market.

What recommendations would you give to someone considering this product?

Before implementing ServiceNow IT Service Management, thoroughly assess your organization's needs, plan implementation carefully, start with essential features, utilize training resources, consider integration possibilities, stay updated on new features, and monitor ROI consistently.

Pros

Helps Innovate
Reliable
Trustworthy
Unique Features

Rabbani S.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Mar 2024

Best ITSM Tool Ever!

Likeliness to Recommend

10 /10

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

Sudipta B.

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

Validated Review

Verified Reviewer

Submitted Mar 2024

Easy to use, loads of integration

Likeliness to Recommend

9 /10

What differentiates ServiceNow IT Service Management from other similar products?

It's ease of use and the UX/UI design. It's simple to understand yet productive.

What is your favorite aspect of this product?

It's pretty customizable with plenty of service integrations

What do you dislike most about this product?

Need to click multiple links to get to some of the favorite pages

What recommendations would you give to someone considering this product?

Highly recommend for a org which is looking to increase its productivity

Pros

Performance Enhancing
Continually Improving Product
Reliable
Enables Productivity

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

86 Likeliness to Recommend

98 Plan to Renew

1 Since last award

77 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

+81 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

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.

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

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.

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.

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

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

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

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.

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.

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

Aman M.

Superb Product

Likeliness to Recommend

Pros

Rabbani S.

Best ITSM Tool Ever!

Likeliness to Recommend

Pros

Sudipta B.

Easy to use, loads of integration

Likeliness to Recommend

Pros

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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 Customization

Vendor Support

Ease of Implementation