Simple IT management for teams
March 10, 2026

Simple IT management for teams

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

Software Version

Standard

Overall Satisfaction with ServiceNow IT Service Management

ServiceNow IT Service Management helps me to move everything from messy sheets and my cluttered emails into a clean dashboard. I mailnly use it to keep a track of the daily tickets that are due for resolution and to manage system changes. It automates my whole workflow and provides me a clear visibility on what tasks need to be prioritized first.

Pros

  • In case if a server goes down, Configuration Management Database shows exactly which departments are affected and I have the option to fix it quickly without wasting my time finding the error.
  • Assigns the tickets to a specific team based on a description of a ticket. For ecapmple, if the description contains text like "billing account", the ticket will automatically assigned to Accounts team.
  • AI powered agents which can automatically reset passwords or provide access to users.

Cons

  • Running through forms sometimes gets slowed down.
  • Running queries on CMDB is slow.
  • Real time view of all operations running, making zero untracked assets.
  • Automated password resets or ticket routing to a specific department saves a lot of time.
ServiceNow IT Service Management is a perfect and a powerful tool, but as I mentioned earlier that running through large databases or forms, the platform gets slowed down and thus feels laggy sometimes. Also, the license subscription cost is somewhat more as compared to other competitors and is thus not suitable for smaller teams or new startups.
  • SuiteCRM
  • RouteIQ for Zoho CRM
We have had an existing relationship with ServiceNow, and we wanted our products under a single provider.

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

Not sure

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

ServiceNow IT Service Management is perfect for large companies having to deal with complex workflows, but not suitable for smaller teams, as the licensing costs are fairly high.

ServiceNow IT Service Management Feature Ratings

Incident and problem management
8.6
Organize and prioritize service tickets
9
Expert directory
8
Service restoration
9
Self-service tools
9
Subscription-based notifications
8
ITSM collaboration and documentation
8
ITSM reports and dashboards
9
ITSM asset management
7.3
Configuration mangement
8
Asset management dashboard
9
Policy and contract enforcement
5
Change management
8.0
Change requests repository
6
Change calendar
9
Service-level management
9

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