Users confirm ServiceNow is top ITSM tool in 9 categories

Updated on Sep. 22, 2025

I’m honored to announce that the G2 community of software users has ranked ServiceNow IT Service Management (ITSM) as the leader in nine market categories for fall 2025, based on customer satisfaction and market presence:

• No. 1 in ITSM Tools
• No. 1 in Enterprise ITSM Tools
• No. 1 in Incident Management
• No. 1 in Enterprise Incident Management
• No. 1 in Service Desk
• No. 1 in Enterprise Service Desk
• No. 1 in Configuration Management
• No. 1 in Enterprise Configuration Management
• No. 1 in Mid-market Configuration Management

More than 1,100 G2 users shared how ServiceNow ITSM has helped solve their complex IT challenges. “ServiceNow ITSM has been a game changer,” says Nishant K. “The ability to customize the way your business needs it makes it a wonderful tool.”

Our ITSM solution, built on a single AI platform for business transformation, empowers IT organizations to create fast, reliable, and resilient services that generate measurable value in every corner of the business.

Eliminating IT service complexity

IT service management can be overwhelming. Dealing with incidents, changes, and automated workflows often feels like "everything, everywhere, all at once," leading to frustrating inefficiencies.

ServiceNow ITSM helps IT organizations overcome these challenges with solutions designed to streamline daily tasks and improve overall service delivery.

Simplifying IT services

G2 users highlight the ability of ServiceNow ITSM to streamline, simplify, and supercharge IT processes across the board. ServiceNow ITSM “is taking down siloed processes and [creating] a one-stop shop for everything in one place,” says Brittany K.

In the Grid® Report for ITSM Tools, ServiceNow ITSM surpassed the G2 average feature rating in every category:

• Ticketing system: 94% (92% average)
• Help desk: 93% (91% average)
• Incident reports: 93% (90% average)
• Access management: 92% (87% average)
• Change management: 92% (88% average)
• Process workflow: 92% (88% average)
• Administration console: 91% (88% average)
• Alerting: 91% (88% average)
• Automation: 91% (87% average)
• Asset management: 90% (86% average)
• Performance logging: 90% (87% average)
• Reporting: 90% (87% average)
• Reports & analytics: 90% (87% average)
• Policy dictation: 89% (84% average)

Whether users struggle with fragmented tools or workflow bottlenecks, ServiceNow can deliver clarity and control. The ServiceNow AI Platform brings together any AI, any data, and any workflow. In fact, we were recently recognized as a Leader in the Gartner AI Applications in ITSM as well.

Our platform is specifically designed to use AI agents, helping organizations confidently develop automated end-to-end workflows. These AI agents seamlessly integrate both native and third-party AI capabilities, ensuring that manual processes become obsolete.

With AI-driven automation that can simplify complex IT processes by accessing data across the business, incident response times are reduced from days to minutes. Transparency is inherently integrated, allowing users to effortlessly track compliance, performance, and governance.

"With ServiceNow, we now have a centralized platform that increases efficiency, improves accountability, and provides real-time insights,” says Enderson A. “This has led to faster resolution times, better collaboration across teams, and an overall improvement in service delivery.”

Making the world work better

Best of all, ServiceNow ITSM provides organizations with a strong foundation to scale their entire IT infrastructure, empowering them to orchestrate proactive AI agents and create an autonomous IT experience on their own terms.

Thank you to our amazing customers and partners who helped us earn this incredible recognition. We’re humbled to be a G2 leader in ITSM, but we won’t let this accolade convince us that our work is done. Our commitment to supporting our customers is stronger than ever.

Find out more about how ServiceNow can help you create exceptional IT service experiences.