ServiceNow IT Service Management is the gold standard but it comes with a price
March 10, 2026

ServiceNow IT Service Management is the gold standard but it comes with a price

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Professional

Overall Satisfaction with ServiceNow IT Service Management

We use ServiceNow IT Service Management to create, track and manage the requests from different stakeholders in the company when it comes to IT related tasks. We have implemented several assginment groups to automate who should received and complete a request based on the technology it is for or the criticality of the task. We also use it to have some visibility and KPIs on the number of requests opened and completed per service area just to make sure that we are fulfilling the need of our employees when it comes to IT requests.

Pros

  • It is easy to use and does not require a lot for user training.
  • It comes with some pre-defined categories and ticket types so we do not have to re-invent the wheel.
  • It provides some out of the box KPIs.
  • It includes some automations to perform repetitive tasks automatically and implement approval processes.

Cons

  • The user interface can feel old and overwhelming when you want to achieve have more customization.
  • The search feature does not always return all the data you would expect.
  • Creating some personalized features often means having a deep knowledge of the tool.
  • Saves us time to track IT requests.
  • Allows us to have KPIs of IT related issues.
  • Automates self-service requests to simplify some processes.
  • Requires us to hire expert ServiceNow developers to tailor it to our needs.
The basic actions of creating, updating and tracking requests is easy to udnerstand and use. Only a short onboarding training is needed to train the users of how to use it properly.
However, the UI/UX experience can feel bloated with the many options it offers when you start to customize the tool to your company needs. It is also not the best looking user interface compared to more modern web applications.
  • Jira Service Management
ServiceNow IT Servive Management is the gold standard for this kind of products. It offers a well-rounded tool that can meet many of the needs of my organization alotugh it lacks behinds in some aspects.
Comapred to Jira Servive Management, ServiceNow IT Service Management feels more customizable but only if you have the knowledge and experience to do so. The UI/UX of Jira is also more modern-looking and easier to use than the one from ServiceNow.

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?

I wasn't involved with the selection/purchase process

Did implementation of ServiceNow IT Service Management go as expected?

Yes

Would you buy ServiceNow IT Service Management again?

Yes

It is well suited for medium to large companies that require a tool to allow users to create IT requests, have a self-service portal, track the completion of such requests and have access to KPIs to understand the satisaction level of the requestors.
It is not the best tool if you want to have a heavy personalized IT Service Management tool to cater to all your needs or when you want to have an easy way to search for past tickets using specific keywords.

ServiceNow IT Service Management Feature Ratings

Incident and problem management
9.3
Organize and prioritize service tickets
10
Expert directory
9
Service restoration
10
Self-service tools
9
Subscription-based notifications
8
ITSM collaboration and documentation
10
ITSM reports and dashboards
9
ITSM asset management
8.7
Configuration mangement
7
Asset management dashboard
9
Policy and contract enforcement
10
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

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