ServiceNow IT Service Management
Reviews
Star rating
Rank in Configuration Management
Pros and cons
Pros
- Ease of Use
- Incident Management
- Efficiency
- Features
- Automation
- Integrations
Cons
- Learning Curve
- Expensive
- Complexity
- Limited Customization
- Customization Difficulty
- Complex Setup
Traffic & LLM citations
Source: G2 review data
Winning from
Losing to
Key stats
Adoption by company size
| Segment | Share of reviews |
|---|---|
| Small Business | 6.0% |
| Mid-Market | 21.9% |
| Enterprise | 72.1% |
Quarterly history
| Quarter | Reviews | Star rating |
|---|---|---|
| 2024 Q4 | 14 | 4.7 |
| 2025 Q1 | 30 | 4.5 |
| 2025 Q2 | 245 | 4.7 |
| 2025 Q3 | 30 | 4.5 |
| 2025 Q4 | 47 | 4.5 |
| 2026 Q1 | 30 | 4.6 |
| 2026 Q2 | 641 | 4.5 |
| 2026 Q3 | 110 | 4.4 |
Satisfaction ratings
What reviewers say
ServiceNow ITSM Review
“learning each module allows a deeper understanding of the subject with additional information provided by Links to articles and supplementary information.”
Reliable and consistent tool
“Ease of use, ease of implementation for features and functionality, ease of onboarding new organizations, and options to manage and improve tools and services.”
A great platform for IT service management
“What I find most helpful about ITSM is the automated communication throughout the ticket lifecycle. Groups are notified when work is assigned to them, individuals assignees are notified when a ticket is assigned to them, and both the requester and assignee are kept informed when ”