# Page 3 | ServiceNow Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - Is ServiceNow the right Help Desk solution for you? Explore 350 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 (350) [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 3 - Reviews of ServiceNow ## Showing most helpful reviews Showing 51-75 of 350 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 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 Agnoor G. Associate System Engineer Information Technology and Services Used the software for: 1-2 years ### "IT management tool" January 21, 2025 4.0 We are using this product to manage tickets , incidents . Handing all the tickets and it basically give a centralized view of all the incidents and timely alerts to configure the things. Pros Easy handling and tracking of raised tickets , incidents. Very well maintained and customied dashboard for notifications , alerts and information. Setup , deployment and third party integrations are simple and a minute job. Cons This includes a lot of features that require an ample amount of time to understand and proper expertise is needed to customize configurations. Complex to understand licenses and although its simple but looks outdated. Review Source BP Brittany P. Help Desk Tech Information Technology and Services Used the software for: 6-12 months ### "ServiceNow is a Great Resource for all MSP's" February 20, 2025 5.0 Great, I used this software at the last company I worked for and it was helpful to have the ITBM ITOM, and ITSM all under one umbrella. Pros Customizable dashboard and workflow automation features helped us be unique and stand out in the MSP business. Cons Poorly maintained instances of service now can become bloated and hard to manage. Review Source GT Gary T. Solutions Architect Telecommunications Used the software for: 2+ years ### "A Powerful ITSM Platform" May 25, 2025 4.0 I've used it primarily for IT service management and it’s been a valuable tool for both technical operations and cross-team collaboration. Pros The ability to automate workflows, track incidents, and manage changes in a structured and auditable way really improves operational efficiency. Cons It can feel overly complex when trying to make quick customizations or when the out-of-the-box workflows don’t align with specific organizational needs. 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 Sofia B. Senior Test Engineer Computer & Network Security Used the software for: 1-2 years ### "Excellent ITSM" February 2, 2025 4.0 Pros It's ITSM features are strong and robust. It also allows for wide customization to create your own process flows and manage tickets for almost any internal process your company might have. Cons Customizing it too much became a bad practice, it is then too hard to mantain. It lacks support for more native processes (like templates for common processes) so you can minimize custom code. Switched from [Google Forms](https://www.capterra.com/p/176571/Google-Forms/)[Microsoft Forms](https://www.capterra.com/p/246649/Microsoft-Forms/)[Microsoft Excel](https://www.capterra.com/p/176574/Excel/) A need for a more robust and enterprise level ticket tool. 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 AA Andy A. BMET Apprentice Hospital & Health Care Used the software for: 1-2 years ### "Mobile app does the basics, but lacks wanted functionality" April 7, 2025 4.0 Pros The mobile app keeps all of my work orders organized nicely. It is easy to access the basics for what I need. Cons The mobile app will randomly sign you out every so often, even if you had just been using it. There are also very limited features on the mobile app when compared to the desktop version. It would be nice to see more features become available on mobile. 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 YO Yewande O. HR Coordinator Government Administration Used the software for: Less than 6 months ### "ServiceNow review " November 23, 2025 5.0 The user interface was excellent and navigating the softwas was very interesting and user friendly. With all processes very secured Pros Great value for money and good customer support which helped with improvement and efficiency of our processes Cons Bugs and issues was difficult to resolve as it requires reaching out to customer support all the time Review Source BB Bikash B. Service Now Developer Information Technology and Services Used the software for: 2+ years ### "Service now Review" November 11, 2024 5.0 My overall experience has been great, as an admin / developer and even user sometimes, it has always fulfilled my needs. And there are a lot of customization that can be done to make your life easier and work smooth. Pros Services it provides, having everything at one place from ITSM to HR to asset management and a lot more Cons Nothing to dislike , it’s a great product with great service. Review Source NB Nivesh B. Network Administrator Computer Networking Used the software for: 2+ years ### "ServiceNow-24/7" December 24, 2024 5.0 ServiceNow is a great value & a must have product for an organization with fast pace processes. Pros ●ServiceNow can be customized as per the business needs. ●It can be integrated with other systems & workflows. Along with ticketing system, it is used to keep a track of IT equipments. ● Great automation features & in-built tools. Cons ● May need integration with other products for complete business solution. ●ServiceNow can be expensive for organizations with limited budget. Review Source RH Ramzi H. Responsable RH Medical Devices Used the software for: 6-12 months ### "Platefrome IT" March 6, 2025 4.0 Pros J’apprécie particulièrement sa capacité à centraliser les demandes, incidents et tâches en un seul endroit, facilitant ainsi la gestion des opérations IT Cons Il peut être complexe à configurer et à prendre en main, notamment pour les nouvelles équipes 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 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 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 AP Avinash P. Technical support engineer Information Technology and Services Used the software for: 1-2 years ### "Handling tickets" December 5, 2024 5.0 Extremely supportable for ticket handling via automation and UI is super good and user friendly for every purpose. Pros 1\. Easy ticket management , creating and tracking with servicedesk. 2. Can easily connect with JIRA as well to take updates related to development as well. 3. Interface is upto the mark with stability in platform. Cons 1\. There is nothing much for customization according to us. 2. Initially a proper training a timeperiod is needed to get the actual overview of product. Review Source MK Musonda K. Customer service officer Airlines/Aviation Used the software for: 2+ years ### "Handy Tool for quick solutions." January 18, 2026 4.0 Pros Helps to get quick response for IT related problems within the organization. Also has an option to speak to a consultant in the case that the issue cannot be resolved immediately Cons If the issued being faced is an internet connectivity one, then it will be extremely difficult to get through to someone . Review Source VR Verified Reviewer Formateur technique Professional Training & Coaching Used the software for: 6-12 months ### "Outil de ticketing" December 11, 2025 5.0 Pros le suivi de ticket est convivial pour l'utilisateur, les éléments ajoutés sont aisément consultables Cons La gestion des notifications n'est pas la plus simple à configurer, mise en œuvre pouvant être couteuse Review Source RS Robert S. Data Analyst Oil & Energy Used the software for: 2+ years ### "Assessing the analytical aspect of ServiceNow" October 22, 2024 4.0 Using ServiceNow to manage incidents and requests raised by service desk or by people in the company. Mostly working on the reporting side, by creating custom reports to measure certain KPIs. Also, trying to create more advanced reports, using views and the analytical capabilities of ServiceNow. Pros Allowing customizations, allowing storing different types of data, multi-purpose. Easy creation of reports Cons When accessing related fields, the creation of reports is sometimes slow. Combining data from multiple tables/sources is not straightforward. 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 FL Franko L. Analista de Sistemas Education Management Used the software for: 2+ years ### "Gran Herraminenta para servicios de TI" October 16, 2024 5.0 Gran experiencia con una herramienta intuitiva que se integra con otros sistemas de la empresa y facilita la realización de tareas. Pros ServiceNow es la herramienta ITSM líder del mercado. Ofrece una amplia gama de funciones y capacidades que pueden satisfacer cualquier necesidad empresarial. Se actualiza constantemente con nuevas versiones que aportan más innovación y valor a sus clientes. Cons ServiceNow no es una opción barata cuando se trata de herramientas ITSM. Puede suponer un gasto importante para las organizaciones que tienen presupuestos limitados y necesitan resultados rápidos. ServiceNow requiere un largo proceso de implementación que implica múltiples etapas y personalizaciones. También exige un miembro del personal dedicado a mantener y gestionar la herramienta con eficacia. 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