Uber tool for ITIL processes
March 10, 2026

Uber tool for ITIL processes

Meena Dakuru | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Professional

Overall Satisfaction with ServiceNow IT Service Management

The ServiceNow IT Service Management suite offers a variety of features for ITIL processes, primarily utilized for change requests and problem requests in the SDLC, which evolve into changes and requirements for software teams.
In our business it is used by teams to streamline their future work based on changes that are supposed to be done in a future date for higher environments.
Problem requests streamline work into requirements for teams to work on in the SDLC

Pros

  • Organizing change requests normal, emergency and other changes which require code promotion to higher environments
  • Incidents to raise issues that disrupt the flow
  • Problem management tickets that are used by business to open requirements for SDLC teams

Cons

  • Too much information is required by changes to be filled
  • Some parameters such as date and time can be suggested by using AI based on similar changes that were raised in the past
  • Clone feature can be improved as well
  • Cost reduction
  • faster resolution on incidents
  • self service option that has been given to both internal and external folks
The tool itself is very self explanatory.

1) For external folks who want to raise a request for information on any service offered - this tool has helped route the question to the right department which has impacted the time the team takes to provide responses.
2) For internal folks - The tool is so well organized - every field is self explanatory be it for a change or problem or to raise a service request and more
ServiceNow IT Service Management is one stop shop for organizations adhering to the ITIL standards. the other tools like JIRA have the capability but most of the times I have seen organizations using a combination of both.
ServiceNow IT Service Management which is customer and business facing for streamlining any kind of requests.
JIRA to be more SDLC focused to streamline work for technology focused teams

Do you think ServiceNow IT Service Management delivers good value for the price?

Yes

Are you happy with ServiceNow IT Service Management's feature set?

Yes

Did ServiceNow IT Service Management live up to sales and marketing promises?

Yes

Did implementation of ServiceNow IT Service Management go as expected?

Yes

Would you buy ServiceNow IT Service Management again?

Yes

Organizations that have complete ServiceNow IT Service Management based framework to handle changes, problems and incidents is where this suite is uber.
The way it organizes each and every request into a change, incident or a problem based on the nature of the request is very helpful to streamline the process of handling these.

ServiceNow IT Service Management Feature Ratings

Incident and problem management
8.2
Organize and prioritize service tickets
9
Expert directory
6
Service restoration
Not Rated
Self-service tools
9
ITSM collaboration and documentation
9
ITSM reports and dashboards
8
ITSM asset management
8.3
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
9
Change management
9.3
Change requests repository
9
Change calendar
10
Service-level management
9

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