# Page 2 | ServiceNow Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is ServiceNow the right Help Desk solution for you? Explore 344 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 (344) [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 # Page 2 - Reviews of ServiceNow ## Showing most helpful reviews Showing 26-50 of 344 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Knowledge Specialist Information Technology and Services Used the software for: 6-12 months ### "ServiceNow - My Experience as a Knowledge Specialist" November 28, 2025 4.0 I've been working with ServiceNow for more than half a year. As I said in the previous chapter, the level of complexity can be overwhelming, especially at the beginning. Disclaimer: As a Knowledge Specialist, I've mostly used it for creating, updating and retiring articles, and occasionally for ticket analysis. One big plus--just past the KBA number in the search bar, and ut opens the article directly, with the option to view more search results. Another very big advantage is that it has an HTML editor, so you ca easily format your article with the help of AI and paste it right in. The normal text editor itself seems a big scarce with a somewhat small number of tools--maybe more should be added. One annoying bug--or feature, not sure--is that as soon as you click the publish or update button on an article, it will redirect you away from the article page do you'll have to go search for it again--very annoying. Another inconvenient thing--the search 'circle' is not on every page, so you have to open the home page to see it if need to quickly search for something else. Yeah, one more--why is there no comment feature when making a change to a KBA, so that you can let others know what was changed and why? All in all, I've had a decent experience with SeeviceNow, but if they could make it easier to navigate and eliminate the bugs/inconveniences I mentioned, it would be great. Pros I would say the level of integration with other tools and the sheer number of features. Comprehensivenes and searchability would be two other words to characterize it. Cons At times, especially as a beginner, it may be hard to navigate with all the various levels of a customer ticket--Interactions, Requests, RITMs, SCTasks etc. And then there's the occasional what seems like a bug. 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 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 RP Raxit P. Programmer Analyst Computer Software Used the software for: 2+ years ### "Absolute killer product, easier to use and great integration with other products" April 5, 2025 5.0 Overall it's a great product and absolute killer with its functionalities and integration with other products. One thing I love about this is that it gives you control over everything and you can create templates, reports, CRs etc however you want and you can configure these on user level as well as admin level. Pros Service now Reports is one of the best feature and integration with other software is also impressive and easy to use which makes it a 10/10 ticket management system. Cons One of the cons might be cost since it is more suitable for mid size to large business and might be costlier for small business but again it depends on the use cases. Also initial configuration might be complex but once the configuration is done right, it is one of the best ticket management system. Review Source SM Shreyash M. Manager Banking Used the software for: 2+ years ### "Pretty reliable ticket management system" July 4, 2025 5.0 Pretty reliable ticket and issue tracking system and can be very useful in managing all communication. Has easy integration with multiple systems Pros Easy and intuitive to use. Workflows are great and easy to setup and manage. Can track communication and history quite well Cons Sometimes communication is a bit iffy, and alerts are not sent out in the right chronological order. Review Source Amrit Kumar P. Lead Consultant Information Technology and Services Used the software for: 2+ years ### "ServiceNow - Tool for future" April 28, 2025 5.0 Pros ServiceNow is one of the famous tool for all types of organization. It provides a platform where we can build things as per our requirements. It is highly customizable. Its very user-friendly, also uses no code for development. Cons The main cons is the pricing, which is on a higher side. The license cost and other cost are very high as compared to other tools. Review Source SD Suzanne D. Engineer Government Relations Used the software for: 2+ years ### "Great IT solution for large companies" March 9, 2025 4.0 It is a great package for large organizations that need an overall look at their assets, issues and purchasing Pros It integrates with a lot of other systems and has many other modules that can be added Cons If you are a smaller company, the cost is too high to implement. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Due to the large organization in many parts of the world, ServiceNow seemed to be better. 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 Analytic Scientist Computer Software Used the software for: 2+ years ### "Useful IT support ticketing system" March 16, 2025 5.0 ServiceNow is useful for tracking tickets' status. Pros When I encounter technical issues at my workplace, I submit tickets using ServiceNow. I access an online form to describe the issue, and the platform tracks the ticket's progress. I can also communicate directly with the technicians responsible for resolving the issue. Cons Initially, navigating the ServiceNow platform can be a challenge. Review Source EP Eduardo P. Security Analyst Manager Banking Used the software for: 2+ years ### "Super robust ITSM platform" April 14, 2025 5.0 We continue to be impressed by how the products have gotten better over the years. Its SaaS offering is extremely reliable with little to no downtime at all. Pros An excellent platform for all of our ITSM, ITOM and ITAM needs. We have been using SN for over 9 years and their product features continue to improve for the better. Their platform is very open and customizable, allowing us to tailor workflows to our needs. Cons It's getting more and more expensive, even though our license structure hasn't changed. Switched from [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Our contract expired with Jira and we evaluated SN along with other tools 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 VR Verified Reviewer Customer Marketing Manager Information Technology and Services Used the software for: 6-12 months ### "ServiceNow is a dependable platform for data and analytics!" December 2, 2025 5.0 Overall, we’ve had a great experience depending on servicenow for our data and organization needs throughout the org. Pros ServiceNow helps our company organize, interpret and develop data using dashboards. Their support is great too! Cons I think the UX\\UI could use some updating, but other than that it has been a pretty solid platform for us. Review Source GT George T. Operations Manager Public Safety Used the software for: 1-2 years ### "A ticketing system that needs it’s own ticket" July 2, 2025 3.0 It’s a great software for internal IT requests that gives room for tracking, contact list and detailed updates, but the user interface is not up to the level Pros The integrations with the organisation’s contact list, the ability to tag upper management and to track progress Cons The typing shortcuts usually used in other softwares have different functions that are misleading for example if you type Enter the ticket is submitted while your intension is to start a new sentence Review Source JG Justin G. IT Specialist Food & Beverages Used the software for: 6-12 months ### "Powerful but Complex ITSM Solution" July 16, 2025 5.0 ServiceNow offers robust ticketing with powerful automation and reporting, though initial setup and customization can be complex. Pros Streamlined ticket tracking, customizable workflows, strong automation, and easy integration with ITSM tools. Cons UI can feel clunky, steep learning curve, and administrator setup requires a deep platform knowledge. Switched from [FootPrints](https://www.capterra.com/p/212606/FootPrints/) MSP switched so we had to support a different ITSM. Review Source TG Tyler G. It operations Alternative Medicine Used the software for: 6-12 months ### "Powerful tool make sure to take your time during implementation " January 19, 2026 5.0 Very happy and would recommend. Do your research. It’s a very powerful tool. Overall very happy with our current build. Pros Easy to use and navigate, plenty of options for changing workflows and easy to administer and configure. Cons Would be nice to have more dedicated lines of support. I think with AI this will change a little. Really had to think of cons. Review Source AA Ahmed A. EMEA Global Service Desk Lead Information Technology and Services Used the software for: 2+ years ### "3 years daily basis review" February 28, 2025 5.0 Reliable system for IT Service desk Contains all required features Pros Dashboard creation/customization feature Layout customization features Flexibility in data preview Filters Tickets logging & documentation Parent, major, hot pager & critical incident management Cons Rare outages Small loading time, could be a bit reduced i assume Review Source MK Marwan K. Service Desk Analyst Computer Software Used the software for: 6-12 months ### "Service Now experience as an ex service desk analyst" June 9, 2025 5.0 My overall experience with ServiceNow has been positive. I’ve used it primarily for incident management, tracking tickets, and asset inventory. Pros Surveys displayed at the bottom of the page, for agents to be able to keep progress of their customer service. Cons "While ServiceNow is a powerful platform with extensive functionality, what I liked least was that some of its advanced features—like custom workflows or scripting with Glide—have a steeper learning curve for new users or admins. Switched from [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/) Switched teams in my organization, which uses a different system. Review Source AM Andreas M. Service Management Insurance Used the software for: 6-12 months ### "Super all in one tool" February 19, 2025 4.0 Super all in one Tool um UHD Prozesse abzubilden Pros Cloud basiert, incidents, Service request, Problem Management, cmdb, Changemanagement alles vorhanden , Self Service Portal Anbindung an ad und andere Tools möglich Cons Bisher ist mir nur aufgefallen, das abgeschlossenen changetask nicht informiert werden wenn ein Change sich zeitlich verschiebt, da wir viel mit Info tasks arbeiten bekommen so andere Abteilung nicht mit wenn sich was verschiebt, außerdem ist die ci suche langsam bei uns (angeblich aufgrund der Anzahl) Review Source RG Roman G. Sr. Manager, Internal Audit Human Resources Used the software for: 2+ years ### "ServiceNow - great process tool with automated workflows" March 7, 2025 5.0 Great experience, ServiceNow used as a ticketing tool for access provisioning, change management processes, as well as to auto provision access to other applications. Pros It allows a good customization for different workflows, has connectivity to multiple applications and allows creating automated access provisioning flows. Cons Company support website and its chat bot are not easy to search through or get relevant information. 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 AG Aman G. Service Desk Analyst Information Technology and Services Used the software for: 2+ years ### "ServiceNow ITSM" March 28, 2025 5.0 My overall experience with SNOW is positive for the organization due to its automation process, scalability and powerful nature. Pros You can find everything in one place, and it can be integrated with other applications. Cons Sometimes, performance is slow due to its complexity. 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 SG Shaun G. Continuous Improvement Analyst Food Production Used the software for: 2+ years ### "Works in a pinch, but room for improvement! " October 7, 2024 3.0 My overall experience with ServiceNow is that it's okay. I've used other HelpDesk/Ticketing solutions such as ZenDesk, that I believe provided a better experience overall for the end user. I've also used on both sides, working tickets and submitting. Once again, it gets the job done, but has much room for improvement. ServiceNow may be able to be customized in a way that makes it an overall better experience, but as a user from multiple sides, that has used in many different organizations, it is generally very clunky and hard to navigate. Pros Overall ServiceNow has done what it needs for my purposes as an end user. It is the HelpDesk solution I use now and have used it in the past with multiple different companies. I know that to a degree it's highly customized to cater to what it's used for. So my experience is that it gets the job done. Cons The thing about ServiceNow I like the least would be the navigation. Now I believe that ServiceNow is customized by each business to a degree, to make it fit their needs. With that being said, I feel that maybe their level of customization/integration could be improved. For instance in my current environment, it works to get everything done correctly on the backend, but is always very tough to follow along tickets and such as an end user. So while this may be more about "the way my company uses it", based on past experiences, it always has felt a bit clunky and hard to navigate. Review Source JL John L. Automation Engineer Information Technology and Services Used the software for: 2+ years ### "Bloated and unintuitive. " May 15, 2025 2.0 Overall the software is a jack of all trades but master of none. Pros The UI is generally quick to respond to input. If I search for a ticket or create a ticket the results are shown very quickly. Cons The UI is bloated and unintuitive. There are so many features within the UI but it's hard to navigate. Even using the search seems like it won't find certain things. The links are long guids and hard for humans to understand vs something like jira. A change request for example, the change request has an ID such as \[sensitive content hidden\] but the link is a long string of numbers. Review Source NT Nishant T. Sr analyst Financial Services Used the software for: 1-2 years ### "Ideally IT service management support tool provide end to end support" April 17, 2025 4.0 \- Overall, its really good tool specially with IT support functionality Pros \- Robust capabilities around IT workflow management, particularly in IT service management. I mange the whole workflow from incident to the final resolution. - Ideal for multi-departmental company, where employee size is big and its difficult to manage workflow manually. Cons \- It is costly for SME firms - When integrated to outlook, it produce too many auto mailers, which can disturb corporate user now and then. - Third party supply dependency risk Review Source Similar Products Featured