ServiceNow IT Service Management Features
What are the features of ServiceNow IT Service Management?
Incident Management
- Automate Ticket Routing
- Ticket Prioritization
- Ticket Notifications
- Knowledge Base
- Knowledge Base/Ticket Integration
Reporting
- Dashboards
- Time Tracking
Access & Usability
- Mobile
- Self Service
- Active Directory
Monitoring
- Constant Monitoring
- Timely Alerts
- TIcket Accuracy
Management Tools
- Ticket Assignment
- Standardization
ServiceNow IT Service Management Categories on G2
Filter for Features
Incident Management
Automate Ticket Routing | As reported in 284 ServiceNow IT Service Management reviews. Routes tickets automatically to the appropriate user. | 90% (Based on 284 reviews) | |
Ticket Prioritization | Prioritizes tickets based on factors configured by the user. 283 reviewers of ServiceNow IT Service Management have provided feedback on this feature. | 90% (Based on 283 reviews) | |
Ticket Notifications | Based on 289 ServiceNow IT Service Management reviews. Notifies the IT team when a ticket needs action. | 91% (Based on 289 reviews) | |
Knowledge Base | Provides a forum for answers to common questions. This feature was mentioned in 278 ServiceNow IT Service Management reviews. | 87% (Based on 278 reviews) | |
Knowledge Base/Ticket Integration | Integrates knowledge base articles into a ticket. 271 reviewers of ServiceNow IT Service Management have provided feedback on this feature. | 87% (Based on 271 reviews) |
Reporting
Dashboards | Based on 282 ServiceNow IT Service Management reviews. Displays important metrics relating to performance. | 87% (Based on 282 reviews) | |
Time Tracking | Tracks time worked on a ticket. 260 reviewers of ServiceNow IT Service Management have provided feedback on this feature. | 87% (Based on 260 reviews) | |
Surveys | As reported in 155 ServiceNow IT Service Management reviews. Provides surveys to measure employee satisfaction. | 85% (Based on 155 reviews) |
Access & Usability
Mobile | Enables access to service desk features via mobile device. This feature was mentioned in 217 ServiceNow IT Service Management reviews. | 80% (Based on 217 reviews) | |
Self Service | Enables employees to view the status of their tickets. 270 reviewers of ServiceNow IT Service Management have provided feedback on this feature. | 87% (Based on 270 reviews) | |
Active Directory | Provides a directory of all users within an organization. 238 reviewers of ServiceNow IT Service Management have provided feedback on this feature. | 85% (Based on 238 reviews) | |
Multi-Channel Access | Enables access to service desk features through multiple channels such as email, phone, or the portal. This feature was mentioned in 147 ServiceNow IT Service Management reviews. | 88% (Based on 147 reviews) |
Administration
Change Management | Based on 179 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team. Tools to track and implement required IT changes in a system. | 92% (Based on 179 reviews) | |
Asset Management | Based on 169 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team. Tools to organize and manage all IT assets within an organization. | 89% (Based on 169 reviews) | |
Reports & Analytics | Based on 180 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team. A means to view and analyze a large amount of data in order to gain business insights. | 89% (Based on 180 reviews) |
Service Desk
Help Desk | Based on 188 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team. A place for users to submit tickets when they require IT help. | 91% (Based on 188 reviews) | |
Incident Reports | Based on 189 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team. Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur. | 93% (Based on 189 reviews) | |
Process Workflow | Based on 181 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team. The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met. | 91% (Based on 181 reviews) |
Functionality
Ticketing System | Based on 176 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team. Provides a service desk for users to submit tickets for IT-related issues. | 94% (Based on 176 reviews) | |
Performance Logging | Tracks action-by-action asset performance with machine- or human-readable logs. 166 reviewers of ServiceNow IT Service Management have provided feedback on this feature. | 88% (Based on 166 reviews) | |
Alerting | Based on 166 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team. Creates alerts when tracked assets encounter errors or performance issues. | 90% (Based on 166 reviews) | |
Automation | Based on 165 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team. Automates repetitive tasks associated with IT service operations and maintenance. | 90% (Based on 165 reviews) |
Management
Reporting | Based on 171 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team. Provides graphics, dashboards, and general reporting around IT service, assets, and incidents. | 89% (Based on 171 reviews) | |
Administration Console | Based on 160 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team. Provides administrative tools for routine maintenance, upkeep, and tracking. | 89% (Based on 160 reviews) | |
Access Management | Based on 162 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team. Gives administrators control over user privileges and accessibility for IT assets. | 90% (Based on 162 reviews) | |
Asset Management | Based on 157 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team. Gives administrators control over hardware and software resource allocation and tracking. | 90% (Based on 157 reviews) | |
Policy Dictation | As reported in 146 ServiceNow IT Service Management reviews. Controls policies and configurations across business applications and hardware. | 88% (Based on 146 reviews) |
Monitoring
Constant Monitoring | Based on 194 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team. Monitors systems constantly in real-time. | 90% (Based on 194 reviews) | |
Timely Alerts | Based on 203 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team. Alerts users of incidents and issues as soon as they arise. | 91% (Based on 203 reviews) | |
TIcket Accuracy | Based on 207 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team. Generates accurate incident reports. | 91% (Based on 207 reviews) | |
AI Monitoring | Utillizes AI to monitor and report on incidents in real-time. | Not enough data |
Management Tools
Ticket Assignment | Based on 207 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team. Assigns tickets to relevant team members. | 92% (Based on 207 reviews) | |
Standardization | As reported in 201 ServiceNow IT Service Management reviews. Cultivates a standardized workflow for enhanced organization. | 90% (Based on 201 reviews) | |
Lifecycle Visualization | Based on 192 ServiceNow IT Service Management reviews and verified by the G2 Product R&D team. Grants transparent overviews for the lifecycle of each incident. | 87% (Based on 192 reviews) |
Generative AI
AI Text Generation | Based on 79 ServiceNow IT Service Management reviews. Allows users to generate text based on a text prompt. | 87% (Based on 79 reviews) | |
AI Text Summarization | As reported in 95 ServiceNow IT Service Management reviews. Condenses long documents or text into a brief summary. | 86% (Based on 95 reviews) |
Agentic AI - Service Desk
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Multi-step Planning | Ability to break down and plan multi-step processes | Not enough data | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data | |
Adaptive Learning | Improves performance based on feedback and experience | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data | |
Decision Making | Makes informed choices based on available data and objectives | Not enough data |
Agentic AI - Incident Management
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Multi-step Planning | Ability to break down and plan multi-step processes | Not enough data | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data | |
Adaptive Learning | Improves performance based on feedback and experience | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data | |
Decision Making | Makes informed choices based on available data and objectives | Not enough data |
Agentic AI - IT Service Management (ITSM) Tools
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Multi-step Planning | Ability to break down and plan multi-step processes | Not enough data | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data | |
Adaptive Learning | Improves performance based on feedback and experience | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data | |
Decision Making | Makes informed choices based on available data and objectives | Not enough data |
