# Page 4 | ServiceNow Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - 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 4 - Reviews of ServiceNow ## Showing most helpful reviews Showing 76-100 of 344 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use HW Heather W. Principal Compliance Specialist Banking Used the software for: 6-12 months ### "ServiceNow GRC Tool" October 11, 2024 4.0 Pros I most like the search and filter functions of the ServiceNow GRC tool. Cons I don’t think the ServiceNow GRC tool is the most user friendly compared to similar GRC tools such as Archer. Switched from [Archer](https://www.capterra.com/p/147244/Archer/) Company determined ServiceNow was the better option Review Source VR Verified Reviewer Graphic Designer Design Used the software for: Less than 6 months ### "Je valide ServiceNow" January 14, 2025 4.0 Pros Automatisation efficace des tâches répétitives, ce qui améliore la productivité Cons Cout peut être prohibitif pour les petites entreprises 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 GM Galateya M. Executive Administrative Assistant Computer & Network Security Used the software for: 6-12 months ### "Positive feedback" October 3, 2024 5.0 My overall experience with ServiceNow is positive, I enjoy working with it. Pros The most I like about ServiceNow, is that it is easy to use and easy to understand Cons The least I like about ServiceNow is that sometimes it takes more time to load, but I guess that is because of my PC Review Source HA Hamdi A. Product Owner Internet Used the software for: 1-2 years ### "Plateforme hautement sécurisée" January 6, 2025 4.0 L’interface modernisée permet une fluidité de navigation et une bonne expérience utilisateur. Pros Ce que j'ai apprécié le plus c'est la facilité d'intégration avec d'autres outils type Slack, Jira et Salesforce Cons Les licences de ce logiciel sont un peu coûteuses et surtout pour les petites entreprises. Review Source VR Verified Reviewer service client Design Used the software for: Less than 6 months ### "Une plateforme robuste pour la gestion des workflows" January 10, 2025 4.0 Pros Permet d’adapter les workflows et modules en fonction des besoins spécifiques de l’entreprise Cons Il faut investir du temps pour maîtriser les fonctionnalités avancées Switched from [Jira](https://www.capterra.com/p/19319/JIRA/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Je cherchais un logiciel avec plus de fonctionnalités Review Source Ava H. Staff Software Engineer Program Development Used the software for: 6-12 months ### "Simplifies IT Request Management" November 9, 2024 5.0 It was great for making our IT support more efficient by automating how we handle requests. Pros We used it to speed up our IT ticket process. For example, instead of getting bogged down with emails, staff could log issues directly, and our team could respond faster. Cons It took some time for the team to learn how to set up the workflows properly. Review Source MC Michele C. Consultant Telecommunications Used the software for: 2+ years ### "ServiceNow for serving you" November 12, 2024 4.0 My overall experience with ServiceNow is fine. Pros ServiceNow is a very usefull tool in my everyday work. With ServiceNow I open and monitor tickets. Cons The UI experience is not so "modern". Maybe an upgrade is better Review Source SZ Souha Z. Animatrice Animation Used the software for: Less than 6 months ### "Plateforme puissante" February 26, 2025 4.0 Pros Ce que j’apprécie le plus dans ServiceNow, c’est sa puissance et sa capacité à centraliser la gestion des services IT Cons L’interface peut sembler lourde et moins intuitive Switched from [Jira](https://www.capterra.com/p/19319/JIRA/)[Fresha](https://www.capterra.com/p/142138/Shedul-com/) J’avais besoin d’une solution plus légère et rapide à déployer Review Source SN Suraj N. Inside Product Specialist Information Technology and Services Used the software for: 2+ years ### "Comprehensive Workflow Automation with Flexibility" August 25, 2024 5.0 My overall experience with ServiceNow has been largely positive. The platform excels at automating and streamlining workflows across various departments, which significantly improves efficiency and collaboration within an organization. Pros ability to unify and automate workflows across an organization, making it an incredibly powerful tool for enhancing operational efficiency. The platform's versatility allows it to be tailored to various business needs, from IT service management to HR, customer service, and beyond and ensure a smooth user experience Cons sometimes when I have raised the HR ticket, the resolution provided is not upto the mark or is unsolved. Review Source RG Raja G. Directrice E-Learning Used the software for: 6-12 months ### "Une solution IT puissante mais complexe" February 24, 2025 4.0 Pros J’ai apprécié l’automatisation des workflows, la gestion efficace des incidents et des demandes Cons La personnalisation avancée nécessite des compétences techniques Review Source CA Carlos A. IT Business Analyst Insurance Used the software for: 2+ years ### "One-Stop-Shop for Ticketing" August 15, 2024 4.0 Great experience with an intuitive tool that integrates with other enterprise systems and facilitates task completion. Pros I liked that it integrated with the other systems we use like Salesforce and apparently Quick Base. Also, I liked seeing the tracking of comments made, updates to the ticket, questions, etc.. It provided a sequence of events and allowed for document attachment. Cons I had no real complaints; it worked as intended and is better than other "ticketing" tools that I have used. Review Source VL VInce L. Director Application Development Computer & Network Security Used the software for: 6-12 months ### "Very versatile workflow platform" March 26, 2025 4.0 Overall the experience is very positive and have not had any major problems with the platform itself. Pros The platform is very versatile and open to most if not all the current industry standards. As a developer, this removes a lot of the constraints we face integrating it with enterprise software. Cons It is a bit pricey so it is not conducive for smaller companies. Review Source JO Joshua O. Infrastructure Engineer Information Technology and Services Used the software for: 6-12 months ### "IT Ticket management at it best" September 25, 2024 4.0 my overall experience using service now has been fair enough generally Pros Easy to use and integration with other app is seamless Cons The ability to integrate it with PagerDuty to send out Priority One alerts as they are raised by the customer is amazing. Switched from [Autotask PSA](https://www.capterra.com/p/223239/Autotask-PSA/) It was the management decision to change Review Source PW Peggie W. Acct Resolution Health, Wellness and Fitness Used the software for: Less than 6 months ### "ServiceNow A look to the future" November 18, 2024 4.0 Experience is positive even though its a little complicated. Can see the potetial and end result looks good. Pros It's great with IT Service Mgmt and a great communication tool Cons Pricing is quite high and learning curve steep Review Source PP Prashanth P. Senior Product Manager Retail Used the software for: 2+ years ### "Offers Comprehensive Supports Capabilities " December 18, 2024 5.0 Pros Scales effectively with business growth and allows significant customization to align with unique organizational needs. Cons The platform's broad capabilities can make it overwhelming for new users, requiring significant training and expertise. Review Source VR Verified Reviewer Engineering Intern Mechanical or Industrial Engineering Used the software for: 1-2 years ### "ServiceNow as an employee" August 25, 2024 4.0 Pros as a user it is easy to submit requests to service now for immediate actions. The ticket system is easy to follow and indicates if the request is being followed up on. Cons the layout can be confusing and it can be often frustrating when the request doesn't go through. Review Source LS Lewis S. Systems and Network technician Hospital & Health Care Used the software for: 2+ years ### "Good product but alot of features are paywalled" August 13, 2024 5.0 Pros Very easy to use. Can be utilised with low knowledge on the application but also offers in-depth features that really benefit your service. Cons Not all features are available with the base packages, you need to buy more and more to unlock the full service Review Source AF Alexia F. CMO Consumer Electronics Used the software for: 1-2 years ### "ServiceNow has been a game changer for our IT department, streamlining ticket management and improving communication." September 20, 2024 5.0 Pros The customizable workflows and automation features have saved us time and improved productivity. Cons The learning curve can be steep, and some features feel a bit overwhelming at first. Review Source SM Shubham M. Consultant Information Services Used the software for: 1-2 years ### "ServiceNow Review" September 3, 2024 5.0 Pros Vast product with so many helpfull features/ Cons AI integration is still not the best. Also the whole UI could look better Review Source WS William S. Field Service Technician Information Technology and Services Used the software for: 2+ years ### "Great Ticketing Tool" July 6, 2024 4.0 Over it is a great ticketing tool where a number of reports are easy to create and allows for some customizations. Pros I really liked how it cam integration with other applications and systems. The reports and dashboards really gives good insights to what is going on. It is a brilliant ITSM tool as well as the licensing mechanism. Cons So of the out of box examples do not really match up to any of the organization needs. Integration with risk management could have been simpler to show the mapping of business to technical risks. Review Source EM Erin M. Project Manager Medical Devices Used the software for: 2+ years ### "IT Support Streamlined" September 10, 2024 5.0 Pros It is easy to navigate the system as an end user requesting IT support Cons Sometimes it is hard to find the category I am looking for support with, but that likely has to do with our build Review Source VR Verified Reviewer Analyst Information Technology and Services Used the software for: 6-12 months ### "Great Ticketing Management Software" August 8, 2024 3.0 Using ServiceNow is nice and it's fairly organized and clean looking. I use it occasionally to enter tickets and it's pretty easy for me to track the progress. If anything changes, it notifies me via email. I haven't used any advanced tools, like the analytics, but I imagine it's quite handy for supervisors. Pros Lots of options when managing service tickets. This software is flexible enough for IT, HR, and other departments to be grouped into one as long as you are granted the access to see them. The UI for the web app is nice and simple. There are some decent dashboards already built in for you to choose. Cons There are too many options listed in the All menu. Most of them I don't use so I have to favorite certain menus and ignore the rest. Review Source JB Jonathan B. Digital Business Analyst Consumer Goods Used the software for: 2+ years ### "An intuitive, communicative, clean way to track support requests" August 12, 2024 5.0 It's a very clean software, making it extremely transparent to all users on how to raise and track their cases while giving them the necessary assurance that their cases are being worked on. Pros It's an easy platform for me to use as an end-user to raise my service requests, and to know these are being logged sufficiently and adequately and will be transferred to the correct department - and I feel assured I'll get a speedy response, with a solid mechanism for following up on my request should I need to. Cons None, I've yet to have any negative experience with the Service Now platform. Review Source PH Philip H. Application Administrative Developer Banking Used the software for: 2+ years ### "A troubling world without Service Now" June 21, 2024 5.0 It’s been great. I love the ability to develop and admin the platform all at once. It’s a great learning tool for low code and other forms of development. Pros Its ability to be completely customizable. With its only limit is your ability and imagination. Cons Sometimes it can be to customizable. It can be challenging to solve a solution when it has to be built from scratch if the system does not already include it. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/) Reason for choosing ServiceNow We bought both Review Source Similar Products Featured