Users rate ServiceNow ITSM tool as a game changer

  • IT Management
  • About ServiceNow
  • 2023
  • Bruce Randall
June 28, 2023

ITSM tool: ServiceNow - The Leader in IT Service Management

I’m thrilled to announce that the G2 global community of software users has ranked the ServiceNow IT Service Management (ITSM) tool the Leader in six areas:

We believe this distinction validates ServiceNow’s leadership in IT Service Management, which was also named a nine-time Leader in the Gartner® Magic Quadrant™ for IT Service Management Platforms.

Out of more than 360 individual G2 reviews, IT Service Management earned 4.4 out of 5 stars. Users like its enterprise service management, configuration management, and incident management capabilities—all of which are key components to supercharge IT agent productivity.

Enabling automation and AI

ServiceNow ITSM provides a single destination for platform owners and IT administrators, with full access to more than 19 certified ITSM core capabilities, including:

  • Incident management

  • Problem management

  • Change management

  • Self-service

  • Knowledge management

  • Embedded AI

  • Virtual Agent

  • Simple workflow

  • Analytics

Organizations can deliver both IT services and amazing experiences. ITSM offers prescriptive guidance for driving specific business outcomes to help customers get the most out of AI and automation, their IT workforce, and the Now Platform.

"ServiceNow is a game changer,” says customer Mary R. “IT Service Management has completely transformed our IT department. Everyone works more efficiently and accurately since implementing ServiceNow."

“ServiceNow is one of the most intuitive and scalable ITSM platforms for all IT delivery services,” adds Senior Associate Security Analyst Bilal A. “Its user-friendly interface has a structured knowledge base, system inventory, and user directory coalesced together to create a unique experience of managing the IT support system and providing a structured approach to problem management for IT support.”

Empowering world-changing digital services

As hybrid workforces and dynamic digital services grow, legacy tools and silos create friction, increase costs, and limit innovation. Thousands of organizations have eliminated silos and spurred innovation with ServiceNow ITSM.

The solution enables technology services and operations teams to work together using a single platform to unlock development and innovation. This empowers teams to build resilient, cost-effective services—even in hybrid or multicloud environments—while delivering extraordinary employee and customer experiences.

"ServiceNow ITSM empowers our software development organization to vastly reduce the turnaround time for incidents, making it seamless for the users,” says Software Engineer Dushyant P.

“They are easily able to report issues in detail and ensure they have the right ears,” he continues. “It integrates well with our existing infrastructure setup like Jira and Oracle databases, ensuring that the focus is on product delivery and not setting up the pipeline. It has a simple UI that caters to most use cases."

“ServiceNow is the missing piece to the puzzle, making simple and hassle-free end-user experience,” sums Consultant Shubham D. “ServiceNow IT Service Management is a valuable tool for improving IT operations and streamlining the service delivery process. It has a great user experience and helps organizations to be more effective and efficient in their IT service delivery.”

Thank you to our awesome customers and partners for this recognition! We’re honored to be named the Leader in the ITSM market again, and we look forward to continuing to make your world work better.

© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.


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