Excellence in ITSM operations
ServiceNow‘s ITSM software has been rated by analysts as the leader in IT Service Management for years. But what do users think? A global community of software users has given ServiceNow’s IT Service Management solution top ratings in nine categories on the G2 review platform.
ServiceNow ITSM impresses in 9 areas in 2025
More than 1,100 users shared their experiences and ranked ServiceNow ITSM among the leaders in the summer 2025 edition of the G2 Grid® Report for IT Service Management. User reviews rank ServiceNow IT Service Management as the leader in these nine categories:
- Number 1 in ITSM tools
- Number 1 in Enterprise ITSM Tools (Summer 2025 G2 Enterprise Grid® Report for IT Service Management Tools)
- Number 1 in Incident Management
- Number 1 in Enterprise Incident Management
- Number 1 in Service Desk
- Number 1 in Enterprise Service Desk
- Number 1 in Configuration Management
- Number 1 in Enterprise Configuration Management
- Number 1 in Mid-Market Configuration Management
This extends ServiceNow ITSM’s leading position after it was already rated the leading IT Service Management tool in six areas in 2023.
Reducing complexity in IT operations
IT Service Management can quickly become a comprehensive task. Dealing with incidents, changes, and automated workflows can often feel like you have to do “everything, everywhere, at once.” Frustration and inefficiency are inevitable. To prevent this from happening, ServiceNow offers an AI-based ITSM platform that enables IT organizations to build fast, reliable, and resilient services with measurable value for the entire company.
ServiceNow ITSM offers solutions designed to simplify daily tasks and improve overall service delivery. ServiceNow’s ITSM tool accelerates operations by standardizing processes, automating tasks, and breaking down silos.
Compared to the G2 average, ServiceNow ITSM exceeds satisfaction in all tested functional areas:
- Ticketing System: 94% (average: 92%)
- Incident Reports: 94% (average: 90%)
- Change Management: 93% (average: 88%)
- Policy Dictation: 90% (average: 84%)
- Performance Logging: 90% (average: 87%)
- Reporting: 90% (average: 87%)
AI-powered automation for modern IT services
ServiceNow ITSM is built on the Now Platform, which combines artificial intelligence, data, and workflows on a central platform. Intelligent agents help companies automate end-to-end processes, increase transparency, and significantly reduce response times—often from days to minutes.
This results in faster solutions, better collaboration between teams, and an overall higher quality of service.
Foundation for the future
With its combination of AI, automation, and intuitive operation, ServiceNow ITSM provides the basis for resilient, scalable, and efficient IT services. Companies can proactively manage their infrastructure and lead their IT into an autonomous future.
ServiceNow ITSM at a glance
ServiceNow ITSM consolidates local IT tools into a central cloud platform and uses AI, machine learning (ML), and automation to break down silos, simplify processes, and increase IT staff productivity by up to 30%. Companies benefit from fewer incidents, faster resolution times, higher service quality, and a better employee experience—all the way to significant cost savings and increased satisfaction.
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FROX is a ServiceNow partner in Switzerland
FROX is an ITSM specialist and official partner of ServiceNow in Switzerland. For more information about our ServiceNow offerings, please visit our ServiceNow page.
