Overall experience with
How helpful reviews are selected
Favorable Review
Product: ServiceNow AI Platform
Platform Integrates ITSM And Contract Management With Strong Workflow Automation Features
Critical Review
Product: ServiceNow AI Platform
Convenient SaaS Access Offset by Poor Reporting and Old-Style Visuals
Likes and dislikes about
likes
What I like most about ServiceNow is its comprehensive and integrated approach to service management. The platform effectively supports end-to-end ITSM processes while also extending beyond IT into areas such as contract management, legal, applications and services portfolio. Its strong workflow automation capabilities, centralized data model, and flexibility to adapt to organizational needs enable better process standardization, improved visibility and increased operational efficiency. Additionally, the seamless integration between different modules or external applications provides a consistent user experience and helps break down silos across teams.
February 5, 2026
dislikes
Old-fashioned visuals. The reporting capabilities are really poor. It can be slow and rigid especially for younger generations. It's usually associated with mainframe-a-like technologies. Evolution is usually about back-office activities and not visible to regular users.
February 12, 2026
This service may contain translations provided by Google. Google disclaims all warranties related to the translations, express or implied, including any warranties of accuracy, reliability, and any implied warranties of merchantability, fitness for a particular purpose and noninfringement. Gartner's use of this provider is for operational purposes and does not constitute an endorsement of its products or services.