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ServiceNow

ServiceNow IT Service Management

Composite Score

8.5 /10

CX Score

8.7 /10

254 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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2025 Emotional Footprint Champion

Latest Award, 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.

87 Likeliness to Recommend

97 Plan to Renew

80 Satisfaction of Cost Relative to Value

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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

Reliable
Enables Productivity
Respectful
Helps Innovate

Feature Ratings

Average 83

Integrated Knowledge Management

Service Catalog

Reporting

End User Self Serve

Multi-Site Functionality

Systems Management Integration

Technician Administration

End User Support Solutions

Integration With IT Tools

Business Application Integration

Multi Device Capability

Vendor Capability Ratings

Average 78

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

Khushi G.

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

Validated Review

Verified Reviewer

Submitted May 2022

Easy to use Incident Management Tool

Likeliness to Recommend

8 /10

What differentiates ServiceNow IT Service Management from other similar products?

ServiceNow offers full ITIL(Information Technology Infrastructure Library) coverage. It provides advanced high-availability architecture when compared with any other product similar to it.

What is your favorite aspect of this product?

ServiceNow is customizable. Anybody can design their own forms and use that to track the progress of reports.

What do you dislike most about this product?

It sometimes faces downtime therefore the performance of this product may not provide customer satisfaction.

What recommendations would you give to someone considering this product?

If you are looking for a Ticketing Management Tool, then ServiceNow should be definitely considered.

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Bhagyalakshmi L.

Role: Information Technology
Industry: Banking
Involvement: Initial Implementation

Validated Review

Verified Reviewer

Submitted Apr 2022

Intuitive and easy to use

Likeliness to Recommend

10 /10

What differentiates ServiceNow IT Service Management from other similar products?

This is the first ITIL tool I have used and have no experience to suggest or compare any.

What is your favorite aspect of this product?

It is intuitive and easy to learn even for a new user.

What do you dislike most about this product?

I would like to see more out of box things and less customization.

What recommendations would you give to someone considering this product?

It is a good product for Incident, Knowledge, problem and change management. These 4 I have worked on and can say that this tool does it really well.

Pros

Reliable
Performance Enhancing
Enables Productivity
Unique Features

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

Validated Review

Anonymous Reviewer

Submitted Apr 2022

Best tool to manage and maintain the IT solution

Likeliness to Recommend

7 /10

Pros

Continually Improving Product
Reliable
Performance Enhancing
Efficient Service

Latest Research

ServiceNow IT Service Management

What is ServiceNow IT Service Management?

Company Details

Need Assistance?

Awards & Recognition

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

87 Likeliness to Recommend

97 Plan to Renew

80 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+84 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.

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

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

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

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

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.

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

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.

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.

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.

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.

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.

ServiceNow IT Service Management Reviews

Khushi G.

Easy to use Incident Management Tool

Likeliness to Recommend

Pros

Bhagyalakshmi L.

Intuitive and easy to use

Likeliness to Recommend

Pros

Best tool to manage and maintain the IT solution

Likeliness to Recommend

Pros

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Title

Feature Ratings

Integrated Knowledge Management

Service Catalog

Reporting

End User Self Serve

Multi-Site Functionality

Systems Management Integration

Technician Administration

End User Support Solutions

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