ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.
| Product | Market Share (%) |
|---|---|
| ServiceNow | 22.1% |
| JIRA Service Management | 9.1% |
| BMC Helix ITSM | 8.9% |
| Other | 59.9% |
| Type | Title | Date | |
|---|---|---|---|
| Category | IT Service Management (ITSM) | Aug 28, 2025 | Download |
| Product | Reviews, tips, and advice from real users | Aug 28, 2025 | Download |
| Comparison | ServiceNow vs JIRA Service Management | Aug 28, 2025 | Download |
| Comparison | ServiceNow vs BMC Helix ITSM | Aug 28, 2025 | Download |
| Comparison | ServiceNow vs ManageEngine ServiceDesk Plus | Aug 28, 2025 | Download |
| Title | Rating | Mindshare | Recommending | |
|---|---|---|---|---|
| GitLab | 4.2 | N/A | 97% | 85 interviewsAdd to research |
| Qualys VMDR | 4.1 | N/A | 94% | 94 interviewsAdd to research |
| Company Size | Count |
|---|---|
| Small Business | 42 |
| Midsize Enterprise | 26 |
| Large Enterprise | 140 |
| Company Size | Count |
|---|---|
| Small Business | 1151 |
| Midsize Enterprise | 752 |
| Large Enterprise | 3767 |
ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.
ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.
“The Smarter Way to Workflow”
ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.
ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.
ServiceNow offers service management software for industries including:
Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications
Reviews from Real Users
PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow
| Author info | Rating | Review Summary |
|---|---|---|
| General Manager at sPerception IT | 4.5 | We migrated a client's workflows to ServiceNow due to infrastructure hassles with their previous on-premise tool. ServiceNow's flexible architecture and user-friendly interface were beneficial. However, its high pricing and limited local market presence need improvement, despite delivering strong ROI. |
| Manager of Security Engineering & Architecture at a outsourcing company with 5,001-10,000 employees | 5.0 | I've used ServiceNow for four years and find its unified data, workflow agility, and reporting excellent, though it has a steep learning curve and expensive support. Its ITSM module is exceptional, especially in incident and security operations. |
| IT infra Admin at synu | 4.5 | I work as a second line support engineer using ServiceNow to manage requests and issues. The tool offers valuable ticket tracking and integration features, though its numerous options can be confusing. It provides significant time-saving benefits and compares well to other solutions I've used. |
| Solution Engineer - Digital Platform | Mobile at British American Tobacco | 4.5 | I use ServiceNow for managing ticketing and demands, finding its incident reporting and mobile client features impressive compared to Cherwell. While it greatly benefits large companies, a more affordable version for smaller businesses would be advantageous. |
| Associate Vice President at Wissen infotech | 4.5 | I implemented the ITSM module in ServiceNow, integrating Device42 and using Discovery for optimal CMDB management. Its AI features like AIOps benefit infrastructure teams, saving time and money. I find the platform's integration invaluable, though quantifying ROI is challenging. |
| Team Lead at a tech vendor with 10,001+ employees | 5.0 | I use ServiceNow for logging tickets and managing incidents, valuing its ticketing, reporting, and integration features. However, it lacks effective bug tracking compared to HP ALM and ADO. Its reporting could be more user-friendly. |
| Security Architect at وزارة الثقافة Ministry of Culture | 5.0 | We use ServiceNow primarily for ITSM workflows across our organization, valuing its integration and automation capabilities. Improvements are needed in customer support, but the ROI is positive. After evaluating alternatives like ManageEngine, we chose ServiceNow for its extensive use cases. |
| Growth and Partnerships at Multiplier AI | 3.0 | I used ServiceNow briefly for a few projects and found it time-saving and stable, but its limited customization and lack of GenAI integration led me to switch to more agile, open-source no-code platforms like L-Leverage. |
