ServiceNow IT Service Management review

ServiceNow is the platform most large enterprises measure other ITSM tools against. Its ITSM product puts incidents, changes, problems and requests on a single CMDB, so dependency data shapes both incident triage and change approvals; ServiceNow describes automated risk scoring for changes that improves over time. Employees can get help through ServiceNow Otto for ITSM, EmployeeWorks, a portal, voice, chat, Microsoft Teams, Slack or mobile. The Service Operations Workspace and process mining tools serve teams that run IT like an operations center. The same platform covers IT operations, asset management, HR service delivery and security, which is the main reason to choose it. The cost is the problem. Prices are not published, contracts go through sales, and most rollouts need a partner or a dedicated platform team. Ease of use for agents is good once configured, but the admin side is a discipline of its own. Below a few hundred employees, it is more than most IT teams need.

Who it is for

Large enterprises that want IT, HR and operations workflows on one platform and have budget for implementation.

Price

See vendor pricing (USD check pending).

US price check pending. See the vendor pricing page.

Key features

• Incidents, changes, problems and requests on one CMDB
• Change risk scoring and approvals using CMDB dependencies
• Self-service through ServiceNow Otto, portal, voice, chat, Teams, Slack and mobile
• Service Operations Workspace for incident response
• Process mining for workflows and AI agents

Strengths and weaknesses

• Strength: The broadest platform in this list
• Strength: Same platform runs IT operations, asset, HR and security workflows
• Strength: Named a Leader in Gartner's Magic Quadrant for AI IT service management, per ServiceNow
• Weakness: No public prices; sold through sales
• Weakness: Implementation usually needs a partner or in-house platform team
• Weakness: Too much platform for small IT teams

Key facts

• Pricing: Quote only
• Platform: ServiceNow AI Platform
• AI assistant: ServiceNow Otto for ITSM

Where it ranks

ServiceNow IT Service Management is No. 7 in our Best IT Service Management Software verdict.