# ServiceNow Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is ServiceNow the right Help Desk solution for you? Explore 348 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/254088/ServiceNow/reviews --- ServiceNow 4.5 (348) [View alternatives](https://www.capterra.com/p/254088/ServiceNow/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of ServiceNow Ease of use 4.2 Customer Service 4.3 ## Pros and Cons in Reviews Extensive and versatile feature set 91% positive reviews out of 34 Most reviewers report features are broad, robust, and adaptable, supporting diverse business and IT requirements. Lewis S Systems and Network technician, 10,001+ employees. "Can be utilised with low knowledge on the application but also offers in-depth features that really benefit your service." High cost for smaller organizations 74% negative reviews out of 38 Some reviewers report pricing is expensive, making it less accessible for small businesses or limited budgets. Comprehensive workflow automation capabilities 97% positive reviews out of 32 Most reviewers describe workflow automation as highly customizable, streamlining complex processes and boosting productivity. Suraj R Inside Product Specialist, 10,001+ employees. "ability to unify and automate workflows across an organization, making it an incredibly powerful tool for enhancing operational efficiency." Occasional sluggish performance issues 71% negative reviews out of 28 Some reviewers describe performance and speed as inconsistent, with slow response times and a heavy user interface. Balazs E Logistics Specialist, 1,001 - 5,000 employees. "A bit slow loading speed when there are multiple tabs open" Reliable customer support experience 96% positive reviews out of 27 Most reviewers indicate customer support is dependable, helpful, and essential for daily IT service management tasks. ## Showing most helpful reviews Showing 1-25 of 348 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Andrew R. Cyber Security and Compliance Insurance Used the software for: 2+ years ### "Great Customer Ticketing Solution" February 27, 2026 4.0 Overall I would say I am pretty happy with it. I loved how it allow easy ticket escalation and allowed collaboration with other departments. Pros It has a great user interface that is very easy to manipulate and learn from an end user perspective. It has a ton of customizable options available. Cons When extracting from the old existing Remedy platform it was a bit tricky to get it to fully integrate. Switched from [RemedyOnCall](https://www.capterra.com/p/242283/RemedyOnCall/) We decided to move to a new platform that was more elastic Review Source NK Norbert K. Salesforce Analyst Information Technology and Services Used the software for: 2+ years ### "ServiceNow – Grows on You" August 21, 2025 5.0 ServiceNow is a solid and reliable system that I use daily. It helps organize work, automates many processes, and supports team efficiency. Despite the initial learning curve, it becomes a very convenient tool over time. Pros ServiceNow enables fast and transparent management of tickets and workflows. The interface is intuitive, and reporting tools are very useful for daily operations. It also integrates easily with other systems like Salesforce CRM for example Cons ServiceNow has a relatively high entry level in my opionion. Setting it up and understanding advanced features takes time and expertise. New users may feel overwhelmed by the number of options and the complexity of the interface. Switched from [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) To be able to cooperate globaly with all territories Review Source VR Verified Reviewer Client Operations Supervisor Real Estate Used the software for: 1-2 years ### "Awesome service now features" April 26, 2026 4.0 Overall, pretty satisfied with service now you get support that you need if ever that there are any issues at the same time if let’s say you need some enhancements it is it is very easy to communicate with them Pros No, what I like the most about service now is it actually is robust and offers a lot of features that are customizable based on the business needs Cons What I don’t like or like the least about service now is the interface is a bit complicated if you are not that technical especially the CSM or customer service management interface but other than that, everything is cool Review Source Tom E. Senior Frontend Developer Information Technology and Services Used the software for: 1-2 years ### "A decent product with a couple of connectivity issues" March 29, 2026 3.0 Overall ServiceNow is a good product and puts me in touch with the right people. However the only downside for me is the connectivity issues on occasions. Pros ServiceNow puts me in touch with our IT support team usually relatively quickly. It has a very convenient Microsoft Teams plugin. Cons Whilst using ServiceNow, I do have connectivity issues occasionally where, I receive messages stating the conversation has timed out. Review Source SKT Song Kean T. NOC SOC Manager Telecommunications Used the software for: 2+ years ### "User experience on ServiceNow" July 28, 2025 5.0 All pleasant experience so far. Practically there is no unexpected downtime. The overall look of the application has been set up nicely. Pros GUI is user friendly Ability of building dashboards for effective monitoring Ability of inserting customized templates for ticket creation Cons Notifications configuration is rather confusing. The explanation of the settings is non existence and hence it is hard to know what you would receive after enabling certain settings. Switched from [Remedyforce](https://www.capterra.com/p/110648/BMC-Remedyforce-Service-Desk/) As part of a tool standardization process, the Company decided to make the switch Review Source KM Kalpesh M. Program Manager Hospital & Health Care Used the software for: 2+ years ### "Excellent CRM and ticket management tool" April 20, 2026 4.0 Pros We have been using SN for its product availability and support for installation and any issues we have had. Cons The cost of installation and support is higher when compared to similar products in the market. Also, there is an issue with integration of marketplace products with this suite. Review Source MC Mark C. Manager, business management Banking Used the software for: 2+ years ### "Works well with integration of all apps " April 10, 2026 5.0 Pros Ability to solve access management issues quickly and efficiently. Product is a centralized repository for all apps Cons I would say some functions may be hard to locate exactly which access you are trying to find and gain Review Source MW Melinda W. Owner Arts and Crafts Used the software for: I used a free trial ### "Powerful Workflow Automation with a Learning Curve" April 30, 2026 4.0 Overall, my experience has been very positive, especially for streamlining business operations. ServiceNow does a great job of bringing everything—IT support, requests, workflows—into one centralized system, which makes tracking and managing tasks much more efficient. Pros Its ability to centralize and automate workflows—everything from IT support tickets to HR and operations—making processes faster, more organized, and easier to manage in one platform. Cons The biggest downside is the complexity and steep learning curve—it can take time to fully understand and configure. It’s also expensive, and customizing workflows often requires technical expertise or developers, which can slow things down for smaller teams Review Source PP Prachi P. Senior Manager Management Consulting Used the software for: 1-2 years ### "Effective ticketing tool" April 23, 2026 5.0 Effective ticketing tool to support delegation and task management within large teams with complex workflows. Pros Supports setting up of complex workflows quite well. Good in integration with other tools like Microsoft Teams, Exchange. Cons Best suited for larger organisations. Some teams may require investing additional effort into training for ease of use. Review Source LC Lance C. Solution Architecht Oil & Energy Used the software for: 2+ years ### "Streamlined method to submit, assign, and manage IT support" April 27, 2026 4.0 Pros Streamlined method to submit, assign, and manage IT tickets. Allowed for quicker resolution of tickets than with in-house system. Cons Some employees report that it was not user-friendly, especially for non-IT professionals. For example, employees were asked if their issue was hardware or software, but some employees did not know how to answer. Review Source AK Ajaykumar K. Specialist Information Technology and Services Used the software for: 2+ years ### "Service now Ticketing tool" December 8, 2024 4.0 Pros we can manage incident, task and create change. Cons service now Root ticket will create multiple task Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/) Reason for choosing ServiceNow Service now is used to Better customization and visualization Review Source VR Verified Reviewer Director Research Used the software for: 2+ years ### "One-stop shop for service desk-style IT system-of-record" May 22, 2025 5.0 Satisfied with the product as it is a truly one-stop shop for service desk-style support and for IT system-of-record. It is possible to use this to track licenses as well as hardware. Makes it easy to locate resources that are on the ground on a per-user basis as well, so it helps for risk management in various ways. Pros This platform handles the complete ITSM service cycle and enables exporting of information. There is a big number of modules one can add to the platform, including software and hardware inventory, business applications, application services, among many others. Cons When there is a need to upgrade versions, the existing version needs to be frozen temporarily, but these upgrades are scheduled during holidays or yearly shutdown. Review Source AD Arielle D. Onboarding Specialist Consumer Goods Used the software for: 1-2 years ### "ServiceNow - Gets the Job Done" June 6, 2025 4.0 My overall experience is good. Service now has solved all of my tech problems. On the flip side, getting help sometimes can be a little lengthy. Pros What I liked most about ServiceNow was the availability of the help desk. My company has a ride range of employees that work remotely to out in a field. Cons What I least liked about this service was the time it took to get help in certain circumstances. While working remotely it can be a tad bit harder to get help. Review Source VR Verified Reviewer Software engineer Business Supplies and Equipment Used the software for: 2+ years ### "Streamlined workflow management with some minor gaps" December 25, 2024 4.0 ServiceNow is a great tool for any IT management it improves overall productivity by streamlining complex workflows. However, the cost and learning curve are not ideal for smaller teams and early-stage startups. For large enterprises, this is almost a go-to tool for any support-related team. Pros ServiceNow streamlines the complex workflows, in my customer support setup it helped me in creating a proper workflow of issue creation till issue resolution and closure. This saves time and improves productivity. Cons While it is a robust solution, it also has a steep learning curve, especially for someone new to IT. This requires separate training sessions for new joiners. Review Source AK Ahmed K. Consultant Specialist Health, Wellness and Fitness Used the software for: 2+ years ### "What do I like about ServiceNow" March 12, 2025 5.0 ServiceNow is an integral tool used across many functions in our organization, including problem management, incident management, and release management. It serves as a highly integrated platform that connects all these functions, making it easier to track progress, resolve issues, and ensure seamless communication across teams. Pros Easy user interface to navigate . You can create customized reports Cons performance is slow in some functions like on-call tab Review Source Khris J. Inventory Solutions Technical Lead Wholesale Used the software for: 2+ years ### "SNOW in busines" March 14, 2025 4.0 Overall its been easy to use for me, i know others have said it didnt have all the technical functions they wanted but for me it met the use case. Pros It gave clear ownership and incident timing/escalation points - multi level service measurement as it got escalated. Cons I found that businesses tended to put there own portal on the top which prevented all the features and visibility of service now showing through. It SNOW allowed greater customimisation of its displayed words/icons then i dont think we would have needed our own landing page which then integrated into snow. Review Source KM Karl M. CISO Financial Services Used the software for: 2+ years ### "Highly customizable products make them stand apart from competition" January 24, 2025 5.0 We have used them for many years and their innovation continues to impress us. Their products simply work and are highly customizable. We are always excited to see more features on their roadmap. Pros Their user interface is highly customizable and it doesn't take an expert to figure out how to utilize all the customization features. ServiceNow's ease of use is what puts them on top of competitors. Cons Now that we have more products from them, we've found it to be cumbersome to develop integrations within our products. Doing so requires a higher level of expertise, which we outsourced to VAR's. Review Source TB Thomas B. Risk and Compliance Consultant Information Technology and Services Used the software for: Less than 6 months ### "ServiceNow - The Linux of PSAs" May 12, 2025 3.0 ServiceNow is great if your teams that manage and develop it are great. Its junk if everyone on your teams are really new to it. My experience with it has been below average other industry standard PSAs. Pros It provides an incredibly flexible ticket and project platform. It is like the Linux of ticking boards, capable of anything. Cons The downside of the being the Linux of ticket boards is that your organization can only get out what they put into it. It feels less like buying a house and more like going to the hardware store and buying lumber and supplies. Most organizations want their vendors to provide a service that alleviates labor, not a platform that add labor. Review Source DR Damon R. Sys Admin Food Production Used the software for: 2+ years ### "I all works in the end" March 22, 2025 4.0 As a whole, I really like service now or SNOW as we call it. Pros The flexibility and ability to integrate with Intune and Microsoft as a whole Cons That there are so many interactions of service now that are completely different from other versions Review Source AO Aditya O. Software Developer Computer & Network Security Used the software for: 6-12 months ### "Strong IT service and workflow platform that streamlines complex processes." July 7, 2025 4.0 ServiceNow is ideal for mid to large enterprises that need robust IT service management with automation and have a dedicated admin/IT team to manage and optimize the platform. Pros Highly configurable workflows tailored to organizational needs. Automates complex processes, reducing manual tickets and repetitive tasks. Cons High licensing and implementation costs. Complex learning curve. User Interface can feel heavy without optimisation. Review Source NR Nampalli R. Analyst Information Technology and Services Used the software for: 2+ years ### "Snow-portal " December 23, 2024 5.0 Pros It was very easy to handle the incidents and task. Cons Service now SLA timing track more complexity. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/) Reason for choosing ServiceNow For better cost and also easy to handle. Review Source SB Shivani B. Data Analyst Computer Games Used the software for: 1-2 years ### "Shivani’s review " January 25, 2025 5.0 Pros Easy to maintain, good user experience, user interface Cons Nothing really, satisfied with all the features Review Source AA Amy A. Distribution Center Support Coordinator Wholesale Used the software for: 2+ years ### "Let it SNOW" November 19, 2024 5.0 Overall, great program, detail orientated Pros ease of identifying issues, categories, options Cons Speed of responses often delayed or underserved Review Source CM Cátia M. ServiceNow Consultant Information Technology and Services Used the software for: 1-2 years ### "Helps reduce manual tasks, improving efficiency and response times." October 4, 2024 5.0 Pros Powerful platform known for its ability to streamline IT service management and automate business processes. It has a user-friendly interface that enhances productivity by allowing users to easily navigate and access features. Additionally, its customizable workflows and reporting tools provide valuable insights, enabling organizations to make data-driven decisions. Cons The platform can be overwhelming for new users, requiring significant training to fully leverage its capabilities. Implementation can be time-consuming and costly, which may not suit smaller organizations with limited budgets. Review Source Taryn A. Assoc. Dir Medical Practice Used the software for: 6-12 months ### "Great software for getting service help" March 3, 2025 5.0 Love it. Has made my life so much easier Pros I love it as a really not tech saavy person Cons None. It has made getting help for my tech issues so much easier Review Source Similar Products Featured ## Related categories [CMDB](https://www.capterra.com/cmdb-software/)[ITSM](https://www.capterra.com/itsm-software/)[IT Management](https://www.capterra.com/it-management-software/) ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.