Users confirm ServiceNow is top ITSM tool in 9 categories

Updated on Dec. 4, 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 winter 2026, 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.

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.

“Honestly, before ServiceNow [ITSM], handling IT issues felt all over the place—some things in email, some in chat, some on spreadsheets,” says Ayan M., a ServiceNow consultant and developer. “With ServiceNow, everything comes into one system, so nothing slips through the cracks.”

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

Simplifying IT services

G2 users highlight the ability of ServiceNow ITSM to streamline, simplify, and supercharge IT processes across the board. “We spend less time on boring stuff and more time helping users,” says Amritansh A., a technical support specialist. “It’s like having a sidekick that takes care of the grunt work so we can focus on providing top-notch support.”

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

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

Whether users struggle with fragmented tools or workflow bottlenecks, ServiceNow can deliver clarity and control. The ServiceNow AI Platform is the AI control tower for business reinvention, bringing together any AI, data, and workflow while keeping people at the center. In fact, we were recently recognized as a Leader in the Gartner^® Magic Quadrant™ for AI Applications in ITSM as well.

Our platform is specifically designed to use AI agents to help organizations confidently develop automated end-to-end workflows. These AI agents seamlessly integrate both native and third-party AI capabilities, mitigating tedious manual processes.

Making the world work better

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 becomes the standard, 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., an ITSM and IT operations manager. “This has led to faster resolution times, better collaboration across teams, and an overall improvement in service delivery.”

Best of all, ServiceNow ITSM provides organizations with a strong foundation to scale their entire IT infrastructure. They become orchestrators of proactive AI agents, creating a zero-touch, 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.