# Page 5 | ServiceNow Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 5 - 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

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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/)

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Last updated March 13th, 2026

# Page 5 - Reviews of ServiceNow

## Showing most helpful reviews

Showing 101-125 of 344 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

JF

Javier F.  
Partners Responsible  
Consumer Electronics  
Used the software for: 1-2 years

### "ServiceNow helps me organize and manage tasks efficiently. It's been a time-saver!"

September 20, 2024

4.0

Pros

The user-friendly interface and customizable workflows make it easy to use.

Cons

Integration with third-party applications can be challenging at times.

Review Source

LT

Laura T.  
Marketing - Designer  
Computer Software  
Used the software for: Less than 6 months

### "ServiceNow has been a game-changer for keeping track of all our IT requests and issues in one place, makes my job easier."

October 3, 2024

4.0

Pros

Easy to use interface, great for tracking IT requests, saves time and keeps everything organized.

Cons

Some features can be complex to set up and customize, occasional glitches that require troubleshooting.

Review Source

MS

Manon S.  
Associate software engineer  
Computer Software  
Used the software for: 6-12 months

### "Revolutionizing IT Service Management"

June 24, 2024

5.0

Pros

It automatically routed service requests to the right team, speeding up our response times significantly.

Cons

It took a while to navigate and find specific features, which slowed down my workflow initially.

Review Source

AO

Ayomikun O.  
Support Analyst Team Lead  
Information Technology and Services  
Used the software for: 2+ years

### "ServiceNow Review"

July 9, 2024

4.0

ServiceNow is a great and robust application. Enhances efficieny and streamlines IT processes. Automation of tasks made easy.

Pros

I use ServiceNow for ticket management, reports & performance analytics. It's a great and robust application. Easy to track tickets and create dashboards that monitors performance

Cons

Might be a little complex for new users but the kb articles and trainings provided by servicenow are great help.

Review Source

BG

Bertrand G.  
Chef de Projet SI  
Computer Software  
Used the software for: Less than 6 months

### "Et un ticket de plus !"

October 24, 2024

5.0

Mon expérience toute jeune avec ce produit est très positive.

Pros

Le produit, tel qu'il est mis en place dans mon organisation, répond à mes besoins.

Cons

Je n'ai pas encore identifié d'inconvénient .

Review Source

VR

Verified Reviewer  
Senior Desktop Support Technician  
Hospital & Health Care  
Used the software for: 1-2 years

### "ServiceNow, an excellent solution"

April 30, 2024

5.0

Pros

The customizability and integration options in ServiceNow are fantastic. Being able to link knowledge base, inventory systems, and ticketing systems in one stop is amazing.

Cons

Some of the features seem to be a bit redundant and I'd prefer that the base software roughly stay the same instead of any unnecessary layering.

Review Source

DS

Dipti S.  
IT Recruiter  
Information Technology and Services  
Used the software for: 6-12 months

### "Great ITSM and Asset mgmt tool"

May 31, 2024

5.0

Pros

Change and Incident management are very user friendly and easy to enahance and mainti

Cons

Search functionality can be made more robust and accurate

Review Source

VR

Verified Reviewer  
Impiegato  
Consumer Services  
Used the software for: 2+ years

### "Flessibilità ottima dellp strumento "

December 12, 2023

4.0

Pros

Mi è piaciuta particolarmente la flessibilità dello strumento che permette all'utente di poter creare o modificare viste in base alle esigenze aziendali.

Cons

Al momento non ho trovato un vero e proprio lato negativo

Review Source

TT

Terry T.  
IT manager  
Utilities  
Used the software for: 2+ years

### "ServiceNow is very advanced tool but very expensive."

January 2, 2024

5.0

Pros

ServiceNow is the leading ITSM tool in the market. It offers a comprehensive range of features and capabilities that can meet any business needs. It is constantly updated with new versions that bring more innovation and value to its customers.

Cons

ServiceNow is not a cheap option when it comes to ITSM tools. It can be a significant expense for organizations that have limited budgets and need quick results. ServiceNow requires a long implementation process that involves multiple stages and customizations. It also demands a dedicated staff member to maintain and manage the tool effectively.

Switched from

[System Center](https://www.capterra.com/p/70929/System-Center/)

Microsoft System Center Service Manager is a complex and challenging tool that requires a lot of planning and configuration to meet the specific needs of each organization. It is not a plug-and-play solution, but rather a customizable framework that can be adapted to various scenarios. It is like building a Lego model with many small pieces and expecting it to function as intended.

Review Source

ED

Edrick D.  
Process Associate  
Human Resources  
Used the software for: 2+ years

### "Great Ticketing Tool!"

June 12, 2021

5.0

Overall, this is a great software to organize and manage requests and concerns in mid to large businesses.

Pros

This software have extensive features which allow us users to work more efficiently. Managing request and concerns of our employees has been easier because they can create raise it through chat or ticket/case in this software anytime. Communication by users and administrators have been easy because they can follow-up through the software or even via email. Dashboard also can be customized depending on the user's needs. It also has a Knowledge Base Management attached to it which allow administrators to clarify or countercheck their responses/resolutions to the tickets/cases.

Cons

New users need to be oriented on how to navigate through this tool because it is quite confusing and intimidating to users at first.

Review Source

Maureen P.  
Independent Reviewer  
Accounting  
Used the software for: 1-2 years

### "ServiceNow is an effective platform for IT matters to be lodged, and quickly resolved"

May 6, 2023

4.0

My overall experience with ServiceNow has been positive.

Pros

ServiceNow allows me to easily log a ticket for any IT matters. The system makes it easy for me to lodge tickets, and "sit back and relax" while an IT personnel is quickly assigned to my task. It's much easier to work through ServiceNow, than to run up and down to my local office's IT department (which can be frustrating if they are already busy or in meetings, and you just have to wait for assistance, wasting time away from your work duties).

Cons

There are no specific negative issues that I can note about ServiceNow.

Review Source

SN

Soumalya N.  
Architect  
Information Technology and Services  
Used the software for: 2+ years

### "Proper Categorization of tickets and Managing CIs properly"

September 8, 2022

4.0

It’s far better than the last ITSM tool- Remedy on terms of efficiency and usefulness Integrating with other tools is most popular in SNOW with easy REST API Fast and Managing/Navigation are very easy Most of the things can be done in IT user level with a configuration changes

Pros

Proper managing of incidents to respective teams with 3 tier architecture starting from Help Desk Efficient management of system changes with agile methodology through proper state transition until deployment Categorization of CIs based on CI class and their relationship like Application, Database Instance, Servers

Cons

System performance can be far better on node restarting OOB baseline does not support some level of access control for change which it should have Changes created by “Copy Change” can not be tracked separately Can have more option of customizing service portal in configuration based way rather than angular Reporting on Standard Template field values should be more user friendly

Reason for choosing ServiceNow

More efficient and Easy on managing ITSM practices with lot of plugins offering better flexibility with other third party tools

Review Source

VR

Verified Reviewer  
ICT  
Non-Profit Organization Management  
Used the software for: 2+ years

### "Great Tool ITSM"

February 12, 2022

4.0

Generally it is a good system. If an organisation is coming from a manual way of service management they can adopt it.

Pros

The product did not change the way we have been conducting business but it made it easier. It is easy to follow through requests and incidents in the system rather than manually following. The system removes geographical boundaries as you can escalate an issue which can be resolved in a short time by someone in a different location. You can have a reports which can inform you on strategic decisions. For example you can realise you need more human resource from the reports

Cons

It needs to add some component of AI where a bot can assist other users on some of the petty frequent similar request

Review Source

VR

Verified Reviewer  
Systems Engineer  
Hospital & Health Care  
Used the software for: 2+ years

### "SaaS based enterprise ticketing, change management, and configuration management"

July 23, 2021

5.0

We use ServiceNow for managing support requests coming in to IT, for IT change management, and application configuration management. It has proven to be stable and reliable.

Pros

The product is fairly easy to use if you are tracking and resolving service tickets or change requests. I like being able to granularly customize my dashboard.

Cons

This is a little more complicated for things like configuration management and opening a support request (from a support provider perspective). There are just a lot of steps and a lot of information to fill out. I would recommend having a couple of ServiceNow experts who can help standardize workflows and provide training for these more complicated tasks. Also, the dashboard can get too cluttered if you let it.

Review Source

Zain J.  
Support Team Lead  
Information Technology and Services  
Used the software for: 1-2 years

### "Using Service Now as a Team Lead"

April 4, 2024

5.0

Overall a great experince over the last year or so. My team have greatly loved this new tool and as a LM it has allowed me to focus alot more on metrics and making my team efficient.

Pros

Dashboard and Reporting Ticket Management Customisation I am in the process of setting up automated ticket creations based on application alerts which will be fantastic.

Cons

It takes a little time to get your head around the reporting element if you have multiple status's. You have to play with the data to get it spot on, but its fairly easy and you will get the hang of it quickly.

Review Source

Akhil K.  
Offshore Consultant  
Computer Software  
Used the software for: Less than 6 months

### "My experience with "Servicenow""

April 26, 2021

5.0

Overall it was a good learning platform and also came to know various things that are present and which are available to use so can say had a good experience with the tool

Pros

The interface is user friendly and can easily adopt to it and also every option is provided and the flow is also maintained so the data is not lost when reverted back

Cons

Overall it was good but when using some of the options i feel it should be like more of a dynamic looking way so that can make the users to use it for a longer time

Review Source

Ambar Y.  
SEO Team Lead  
Outsourcing/Offshoring  
Used the software for: 6-12 months

### "Amazing Tool! Easy To Use And Fast, Gives You Better Productivity."

January 13, 2023

5.0

Very satisfying experience!!

Pros

Fast and simple to use. By offering a service model that defines, organizes, and regulates the flow of work, it accelerates the delivery of services. To get ServiceNow working in an enterprise, only a small amount of configuration is needed.

Cons

Nothing to say. This tool is already perfect for ticket management. No cons.

Review Source

VR

Verified Reviewer  
Project Lead  
Information Technology and Services  
Used the software for: 2+ years

### "as a Project lead we customize and use this Product extensevely."

September 27, 2022

4.0

I love this Tool because of its ease of use of the tool. The way they develop the feature is great. KB and Articles for support documents are good. ServiceNow Community is great Help and they resolve most of the Issue there the way the Technical person explain and presenation is good.

Pros

all the Modules that we used are ease to use. Documentation is well maintained. Easy to implement. easy to track the changes for Admin Team. Reporting Module is Great for BIz team.

Cons

Cost and Product Support. Product road Map dates are not clear.

Alternatives considered

[Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[Wolken ServiceDesk](https://www.capterra.com/p/160047/Wolken-Service-Desk/)

Reason for choosing ServiceNow

Ease of use and regular Product upgrade by the ServiceNow Product Team.

Switched from

[Visual Studio Code](https://www.capterra.com/p/186634/Visual-Studio-Code/)

Less code development. more Drag and Drop features.

Review Source

JP

John P.  
Helpdesk agent  
Information Technology and Services  
Used the software for: 2+ years

### "Main ticketing tool for a company present in over 60 countries"

May 6, 2023

5.0

From perspective of a Service Desk Agent, Service Now is a solid ticketing tool with lots of customization and integration options, and decent monitoring capabilities. With regard to reporting - it is no match for an Excel spreadsheet, but the option "Export to Excel" is available in any report table :)

Pros

Customization options and integration with with other tools (Nagios) as well as separate instances of Snow. As an example: one of our customers is running their own instance of Service Now. Their users interact with their own instance of Snow: log incidents, create service requests, receive and respond to mail communication. Snow objects from customer instance are then bridged (synced) into our instance of Snow, where they are actioned by fulfillers. User communication, ticket status etc. are then bridged (synced) back into customer instance of snow and reach final users.

Cons

There is a learning curve for agents coming from other ticketing tools as well as for new joiners - which is expected. A lot of user guide/process information is openly available, however not all the options described (especially reporting) are available in the version currently deployed by the company, which leads to some areas of tribal knowledge.

Review Source

VR

Verified Reviewer  
Programmer Analyst  
Computer Software  
Used the software for: 1-2 years

### "Automation platform for ticketing services."

May 5, 2022

5.0

Best overall, have been effectively working with ITSM modules and working with Incidents, problems, change , catalog items .

Pros

The best feature I liked about its workflows, the way it is implemented in a backend process for tasks, approvals , and autopopulating required fields etc are signs of great features. Also its integration service that allows clients about their stages of requests. Also in problem tasks the way it creates a RCA ti avoid further incidents count on as great features of ServiceNow.

Cons

The SLA is what I dislike because there are some tasks that require greater time than the expected time also in catalog items in variable type as multiple choice if we want to hide a choice it is not possible and requires DOM scripting because of which in future relaeses of new versions it could create an issue.

Review Source

VR

Verified Reviewer  
Business Intelligence  
Higher Education  
Used the software for: 2+ years

### "ServiceNow User"

January 14, 2023

5.0

Pros

I like how it solves the problem of ticket management for our department. The interface is easy to use and navigate.

Cons

I least like navigating the archived tickets at times and wish there was an easier way to locate tickets that are not currently open.

Review Source

MD

Mayank D.  
Senior Specialist  
Information Technology and Services  
Used the software for: 2+ years

### "Experience with ServiceNow"

October 15, 2022

5.0

Overall experience is amazing, best application available for ITSM.

Pros

I've been using this application for the past few years, and I think the real-time alarm triggering and search functionality are outstanding. If the data we need is in the app's database and is configured, we can use it to find it quickly.

Cons

I haven't yet come across anything that I can point to as a negative aspect of this app. Nothing that I can think of that would make this app less desirable.

Review Source

AS

Avinash S.  
Principal Program Management  
Computer Networking  
Used the software for: 2+ years

### "Best in Class ITSM tool"

April 17, 2021

5.0

This is one of the best ITSM tool. Aviable as SaaS and can be easily integrated with the SSO. Self service is a good feature . Its just the regular upgrades and getting the data/configuration missing from the tenants during the upgrade is a concern. No need to backup , high availability and best resiliency..this is one of the best ITSM tool in the market.

Pros

A brilliant ITSM tool and available as SaaS. The licensing mechanism is based on the fulfiller and approvers . The cost per licenses is a bit high for a fulfiller and hope service now can bring it down a bit. The best modules are :- Incident management , Change Management , Problem Management and CMDB.

Cons

The upgrades , every 6 months are something that always keeps us on our toes. secondly it Whatsapp and telegram can be integrated with service Now...

Alternatives considered

[OpenText Core Behavioral Signals](https://www.capterra.com/p/275325/ArcSight/)

Reason for choosing ServiceNow

This is SaaS and flexible and can easily chose the modules that we need.

Switched from

[OpenText Core Behavioral Signals](https://www.capterra.com/p/275325/ArcSight/)

Its the flexiblity to use and enough support avilable

Review Source

VR

Verified Reviewer  
Service Desk Manager  
Higher Education  
Used the software for: 2+ years

### "ServiceNow Gets You Working Now"

November 24, 2022

5.0

I love the software and use it daily. It is performing well and never is down or unavailable for use. It is a reliable and effective tool for our organization.

Pros

The software is easy to use and read exactly what details you need. It is customizable to run various reports, as well as for automated actions for things you need done when some steps are completed.

Cons

It does require someone to be an administrator to really learn the platform and be able to configure it the way it is needed. It is not as mobile device friendly as it could be.

Switched from

[EV Service Manager](https://www.capterra.com/p/124331/EasyVista/)

Because we needed something that could do more for various teams in our organization.

Review Source

Rohit M.  
software development engineer  
Computer Software  
Used the software for: 2+ years

### "Perfect ITSM and Customer Service Management Cloud tool !"

June 22, 2023

5.0

We have been using ServiceNow for ITSM and CSM modules from couple of years now, they are consistent and in every 6th month they announces new release which brings lot of security upgrades, patches, and features. we have overall very good experience and we are looking forward to use it for future as well.

Pros

ServiceNow is powerfull tool on cloud for Different Modules such ITSM (incident Management), CSM (customer service), Ticket management. It allows you do lot of customization according to business requirements. it also have module names service portal where we can create our own ordering platform for internal level and we can integrate it with other modules such as asset tracking and CMDB to get the real time information.

Cons

ServiceNow is a great tool but the only thing i dont like about this tool is, they are still using or allowing us to write the code for customization for older Freamworks and languages (older version of angular and other UI frameworks).

Review Source

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