# Page 6 | ServiceNow Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 6 - 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 6 - Reviews of ServiceNow ## Showing most helpful reviews Showing 126-150 of 344 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer IT Systems Engineer II Philanthropy Used the software for: 2+ years ### "A very powerful tool, if you have the dedicated ServiceNow Engineer to maintain it properly" October 20, 2023 4.0 Pros Lots of feature that were pretty great. Cons The clunkiness of the product was discouraging. I wish the mobile app was worthwhile but it was very difficult to use. Review Source CC Chris C. Manager, Apps Development Higher Education Used the software for: 2+ years ### "ServiceNow Is the Best Incident Tracking Software I Have Ever Used" December 26, 2021 5.0 Incident management, configuration management, service documentation -- all are easy to use and critical to support our day to day support of our customers. Pros Easy to log incidents, update status and communicate with the customer about their tickets. Great for storing service documentation -- all of our services are documented in ServiceNow so that as tickets come into our queue, we have a repository of knowledge base articles to refer to in order to resolve the issue. The visual task board facilitates daily team standups to discuss status and priorities. Cons The only thing I could think of is it would be great if the visual task board had more Trello-like features, especially their power ups (custom fields, burndown chart, etc). Switched from [IFS assyst](https://www.capterra.com/p/6742/assyst/) 4+ years ago Review Source Chetan T. Customer Experience Director Broadcast Media Used the software for: 2+ years ### "The super-APP for a large organization" September 7, 2022 4.0 My overall experience with SNOW has been good. There are platforms that are equally good, if not slightly better, but this would be my choice if I was running an organization of 1000+ employees. The user journeys can be confusing but if the pages are set up correctly and maintained, this app can be a boon for companies who are encouraging using SNOW and treating it as a homepage for all internal sites (like a company intranet). The platform allows third party integrations with Okta, Slack and Salesforce and also custom applications that can be hosted and run off SNOW. Pros I have been using ServiceNOW (SNOW going forward) for over 3 years at Nielsen now. The platform holds together a ticketing platform, a custom-built application, self-help, service desk contact information, and knowledge base articles. Our organization also has some integrations with our HR, IT and Finance systems and require a little more maintenance as we are currently committed to another well-established platform. My tickets are always visible, my approvals, etc widgets are very useful too. The portal is light, so it is fast and it also connects seamlessly with Okta. Cons Employees tend to get confused if the widgets are not correctly set up under the relevant sections of SNOW. The roll out time is quick, but the set up is the larger task. Custom applications running on SNOW can be a little buggy at times. The platform can turn into a administration nightmare if it is not maintained well. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) I moved organizations. Review Source LN Louwrens N. Senior IT Engineer Financial Services Used the software for: 2+ years ### "ServiceNow really is simple awesome" October 13, 2022 5.0 Pros ServiceNow really helps us to manage our customer and IT services from end-to-end. We make use of the ITSM, ITBM, IT Asset management, and CMDB features. Together all these features help us manage our clients, our services, and our assets. There really is so much one can do with the software and once users start adopting this, it really makes such a big difference to how IT can assist the business. Even our other teams like finance started to use it as well now. Cons In terms of Backend Setup, ServiceNow does take some configuration to work really well, and this might not be an easy task for someone without previous experience. Review Source Gabriela D. Servicio de Atención al Cliente Retail Used the software for: Less than 6 months ### "Software para la gestión más eficiente de servicio al cliente" July 8, 2023 5.0 Mi experiencia ha sido positiva, la plataforma centralizada y las herramientas de gestión de tickets han mejorado nuestra eficiencia en el manejo de consultas y resolución de problemas. En general, ServiceNow ha mejorado la colaboración interna y la satisfacción del cliente al brindar un servicio más rápido y efectivo. Pros ServiceNow ofrece una plataforma completa y centralizada para la gestión de tickets de soporte, lo que facilita la organización, seguimiento y resolución eficiente de los problemas de los clientes. Cons Al principio puede resultar muy difícil por la cantidad de funcionalidades que tiene la plataforma, pero cuando aprendes a usarlo todo se vuelve muy sencillo Review Source Lillian G. Human Resources Generalist Hospital & Health Care Used the software for: 1-2 years ### "ServiceNow helps us centralize our processes" October 12, 2023 4.0 Our distributed crew was able to get together and focus on a single source of information. Now that all incidences are being recorded in one place, we have more insight into how things are progressing. Pros Thanks to ServiceNow, our processes are much more streamlined. Assisted in creating a streamlined operation. Our remote team's efficiency increased once we established a central hub where everyone could access the same, reliable information. Cons There is some lag time when utilizing the dashboard, but I'm sure this will be addressed in a future update. In addition, I think the report function may use some tweaks. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Adobe Experience Cloud](https://www.capterra.com/p/230386/Adobe-Experience-Cloud/) It's simple to monitor shifts, log issues by opening tickets, and organize and automate IT services.Ideal for teamwork due to its versatility and useful functions.Compatible with a wide variety of programs, including Jira. Review Source AM Asad M. Manager Information Technology and Services Used the software for: 2+ years ### "Service Now Product Review" June 12, 2023 5.0 This is an awesome product which can be customized for any business. Pros I like the ticket management, change tracking and reporting options of this product. Cons As this is a web-based, we need to have a good WiFi connection to connect the VPN Alternatives considered [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Reason for choosing ServiceNow I got good reviews when compared to other products Review Source Ewan H. Sr. Manager, IT Services Management Consulting Used the software for: 2+ years ### "Top Dog among Service Management Suites" July 6, 2017 5.0 An extremely robust platform with customization galore and full features comes at a cost but with very little holding it back. ServiceNow can really help on any ITIL initiatives and centralization of services. The unique focus of ServiceNow beyond just IT, is where its strengths lie. Most Service Management suites do ITIL for IT. ServiceNow takes the lessons learned from ITIL and extends them to the rest of the org (especially but not limited to Facilities and HR). Really built for Mid to Large Businesses. Pros ITIL based Service Portal (Self Service Portal for quick searches spanning instance or specific areas) Knowledge Base (despite that not being checked in the available features) Full Service Management solution for the ENTIRE organization Strong Workflow engine Visible Table structures for clean data flows Extremely customizable (Forms, Fields, Tables, Applications, Portal, Workflow, Knowledge Base, etc...) Best in the business system architecture (fully redundant instances) HI Administration portal and ServiceNow support are top notch Service Now community is extremely active Docs site (formerly wiki) well updated and complete. Great organization and User groups You get a cake upon launch! Extensive Integration capabilities Cons Cost Some out-of-box examples really don't match up to any organizations needs and leave you wanting more Email rules are more complex than they need to be (some of this can be mitigated by free add-ons like Postmaster) Configuration can sometimes be limited and requires some Javascript to get past basics Mid Servers for integrations can be more work to maintain than desired Review Source VR Verified Reviewer System Engineer Information Technology and Services Used the software for: 1-2 years ### "Best Ticketing Tool!! " September 30, 2019 5.0 On a daily basis, we had to pull a lot of reports and create graphs for the same. With Service-Now, it's very easy. We have saved all the filters and created a dashboard on Service Now. Now, we have shared the link to the dashboard to the client and all our work is taken care by the tool. Relative time period is one top-notch filter, which has drastically reduced the time we were spending on creating the reports. It would take close to 4hrs to pull them and draft it for the client. Now, Service Now is doing the job and that 4hrs are saved for us. Pros The best thing about Service Now is the way we can handle all data and reports directly on the tool. It is really well designed in getting approvals and assigning tickets. We can also set the ticket assignment groups based on certain rules or configuration items, that really saves us a lot of time. It is user - friendly too. Very easy to navigate and also has some built in buttons that are really useful. Cons Not a major flaw, but if it can create aging tickets report in the form of a pivot table, then there is nothing to beat this tool. We really don't need to rely on excel if we can integrate some into the reporting feature on service now. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing ServiceNow Service-Now had a lot more features and most importantly it was very user friendly. Also, Service-Now was rated as the best in the industry. Review Source VR Verified Reviewer Associate Applications Developer Higher Education Used the software for: 2+ years ### "Not the prettiest, but very useful" February 3, 2021 4.0 People are mixed about service now, but I really love it. I couldn't do my job without it. It helps me track my work through the different stages that we've configured, and is a effective and efficient tool for project management. Pros I like service now because it's very minimal and direct, and time wasn't wasted on designing a pretty interface. we use it for ticket management, both for sending out tickets to other teams, and then also tracking our workflow. I find it incredibly helpful to be able to track all stages of my work, and don't think I could do my job without it. Cons It's a little clunky. It's not as intuitive as other options. But I feel as though the functionality, if you have a team dedicated to setting it up for your needs, is incredibly useful and will greatly help in the long run. Review Source Kavindu Githsara K. System Specialist E-Learning Used the software for: 2+ years ### "Streamline Your Processes and Save Time with ServiceNow" December 23, 2022 5.0 Overall, ServiceNow is a powerful software solution that can help businesses manage and optimize a wide range of business processes. Its customizable features and advanced security measures make it a valuable tool for improving efficiency and protecting sensitive data. However, its cost and complexity may be drawbacks for some users Pros ServiceNow offers a wide range of features, including IT service management, HR management, and customer service management and many more. Investing in ServiceNow has been a great value to our company. ServiceNow offers customizable options that allow businesses to tailor the solution to their specific needs. Also, ServiceNow includes advanced security measures to ensure that sensitive data remains protected at all times. Cons Lack of tutorials. Some users have informed us that ServiceNow is kind of complex and overwhelming, especially if they are not familiar with similar software solutions. Review Source Gajendra R. IT Specialist Information Technology and Services Used the software for: 2+ years ### "Service Now Review" July 10, 2021 5.0 For me it very good, specially the change.very easy to create change and follow up with the different parties. Pros Amazing tool for change incident and CMDB management. I am using this tool for change and incident and I found it best among the tools I used. Design the too the way you want. Very simple user interface and make process very easy. With any experience user can use this tool Cons Nothing as I am aware of as for me this is best and the way service now is improving , I have nothing what I can this as an improvement. Review Source John N. Game Release Support Computer Games Used the software for: 2+ years ### "ServiceNow Review by a Former Helpdesk Technician" November 24, 2022 5.0 its all good, the best ticketing software for me. also Jira Pros Everything, I love ServiceNow. I used it in 4 different IT BPO companies here in the Philippines.Integration to other systems is really good and helpful. Cons I can't think of any Cons using ServiceNow, it really depends on the Management or Admin that handles ServiceNow. some management can't utilize ServiceNow's great features. Switched from [Trackit](https://www.capterra.com/p/167841/Trackit-Manager/) I switch Company, I don't have a choice, I would still choose ServiceNow if I have an option Review Source HO Hamzat O. Application Support Analayst Information Technology and Services Used the software for: 2+ years ### "Best ITSM tool" June 30, 2021 5.0 Pros Service now makes integrating workflow automation easy. I am able to carry out multiple IT Service management activities, ranging from incident management to Change management. it helps to aid accountability, you are able to view the work effort of each employee and the time it takes for incidents to be resolved in line with SLA. With Service now, I am able to view all task and incidents raised to my team at every particular point in time, assign them to appropriate team for resolution and also follow up on resolution. It also provides a platform where i am able to identify trends and recurring issues. The dashboard allows me to view all related activities at a glance, for me it is the best ITSM tool . Cons From NON -IT user perspective, it is difficult to work around the platform, it needs etxra training to educate users on how to use it. Asides that it is a great ITSM tool. Review Source RB Rosa B. Data engineer Internet Used the software for: 1-2 years ### "Gestione dei ticket automatizzata" October 17, 2023 4.0 Il nostro team IT con ServiceNow ha automatizzato la gestione ed il monitoraggio dei ticket. È in grado di strutturare report di dettaglio che evidenziano la loro efficenza nell’ evadere le richieste, dedicando maggior tempo a quelle con più urgenza e che se non evase risultano bloccanti per il lavoro dei colleghi Pros Semplifica e rende efficiente la gestione dei ticket. Una volta aperto un ticket questo sarà indirizzato direttamente al team specializzato ad occuparsi del problema. Il quale riceverà una notifica per avvisarlo dell’apertura. ServiceNow consente di struttura report, presente un interfaccia curata e facile da usare ed è possibile monitorare SLA e stati dei ticket in tempo reale. Cons Da migliore l’assistenza clienti aumentandone la velocità di risposta e da valutare un abbassamento del costo per permettere anche a piccole realtà l’uso. Review Source VR Verified Reviewer HelpDesk Support Technician Financial Services Used the software for: 2+ years ### "Perfect IT service management application" April 17, 2021 5.0 Servicenow is being used to manage tickets and incidents in the firm, making it easy to trace,monitor and have an overall knowledge of the incidents. Pros The product has a very easy learning curve and you can get a good grasp of how to use the application under a few hours. the ticket management portal is extremely helpful providing feedbacks and showing history of what have been done. Cons The web portal is quite heavy and needs a very strong bandwidth. Optimizing the web portal so it can work even in low bandwidth conditions Review Source Evgeni K. ServiceNow Developer Information Technology and Services Used the software for: 2+ years ### "Best-in-class ITSM platform" December 23, 2023 5.0 Pros All-in-one product for the organization's digital transformation. ServiceNow offers a variety of solutions for ITSM, ITAM, ITOM, CMDB, HR, etc. Cons ServiceNow doesn't provide a free trial period. The license cost may seem expensive as well as annual fee for developers/administrators/architects to keep their certification valid. Review Source DSB Dakshina Singh B. Software Engineer Information Technology and Services Used the software for: 2+ years ### "Review by DB - ServiceNow" July 25, 2022 5.0 Pros This feature is very very impactful in day-to-day IT business. From incident management to customer engagement, it provides end-to-end solutions. You have multiple options to display your data in graphical or list formats. It gives multiple filters to generate effective reports. It provides a very easy and feasible way to onboard the users and manage the customer accounts and their cases. Our IT department uses ServiceNow helpdesk services to manage the employee data. The support features from ServiceNow makes it easy. Cons I do have a few things in mind that ServiceNow can upgrade: 1. They should give the option to edit the comments we make on cases/incidents/changes etc. 2. They should provide the option to perform the search specifically on comments and it should be optimised. 3. There should be option for grid view instead of list view, such that user can go to the next case or incident and update them side-by-side. Currently if we filter out 10 cases, we have to open them all in separate tab to work on it. It should be managiable using same tab only. Review Source Bandaru S. Student Higher Education Used the software for: 2+ years ### "Fast trending Technology" February 2, 2023 5.0 It is a fast growing and trending platform, in this platform multiple services are provided. We can learn courses and get certificates Pros In this platform we can get Certification course using this is to get a job, Different services are provided in one platform Cons It is complex for beginners, we can take more assignments for certification Review Source vsrP vidya sagar reddy P. Cloud Support Engineer Information Technology and Services Used the software for: 2+ years ### "ServiceNow a great way to track the ITSM requests" September 8, 2022 5.0 Overall its a great tool to have experience with when working as SME or platform engineer as its the widely and extensively used tool for tracking purposes. Pros I like the level of customization it offers to each organization and custom features that can be developed and integrated to the tool based on the needs of the company. Cons Its very complex with multiple development modules, sometimes its very heavy to load and it takes time opening few links. Review Source SR Sampo R. Senior consultant Information Technology and Services Used the software for: 2+ years ### "Easy and convenient tickets system" March 25, 2024 5.0 Pros Ease of use for end user, email integrations, assigning tickets to person or team. Lots of integration and automation or selfservice options. Cons There is a learning curve in searching/filtering tickets for the ticket handlers or IT admins / service managers. But it's manageable. And end users don't see that side, for them the experience is very streamlined. Review Source GD Gaetan D. Resource Manager Information Technology and Services Used the software for: 2+ years ### "ServiceNow, l’outil indispensable" January 5, 2024 5.0 Pros J’ai découvert ServiceNow lors d’une mission pour un client et c’est rapidement devenu indispensable pour toute l’équipe. Les différents sites de production l’utilisaient pour remonter les problèmes et notre support pouvaient traiter les tickets. De notre côté nous pouvions aussi en créer lors d’intervention en production pour avertir les sites. C’est très complet et efficace pour mettre tous les services au courant. Cons Parce que c’était très complet c’était aussi complexe. Créer un change pour intervention en production pouvait prendre presque 1h pour le faire. Et s’il était mal renseigné, les personnes concernés pouvaient ne pas avoir l’info correctement. Très puissant comme outil mais il fallait être tree sérieux pour le remplir pour éviter des erreurs. Review Source VR Verified Reviewer IT-Betriebsleiter Information Technology and Services Used the software for: 2+ years ### "Der Alleskönner unter den ITSM-Tools" December 16, 2022 5.0 Pros Bietet aus dem Bauchladen heraus sehr viel Möglichkeiten und Funktionen. Die einzelnen Prozesse setzen aufeinander auf und entfalten durch den aufbauenden Einsatz jener das volle Potenzial der Plattform. Cons gewisse Themen könnten bei den Kosten integriert sein (Bsp. Advanced Analytics), hier lässt sich jedoch ServiceNow gerne alles zahlen Review Source AV Ashish V. Solution Architect Insurance Used the software for: 2+ years ### "Best software for ITSM management in IT world" May 9, 2022 5.0 Service Now is best software for current ITSM needs in IT world. ITs easy to stabilize day t day ITSM needs and specially Assets and Incident management which can helpful to many companies to provide and set up effective resilient ITSM business model. It is very user friendly and no need to provide detailed education and training to users as its inf9rmation and educational videos are available on portals. Pros It have Selfserve option like serviceNet and different ITSM modules where Users can select required option and go for their ITSM needs without struggling for technical team. It gives ability to user to create their own report and dashboards for better visualizations and daily reporting. Cons It require VPN connection within company premise due to policies. Its difficult to manage it through mobile devices. Reason for choosing ServiceNow Service Now is very competitive an reliable tool in market and trustworthy software for ITSM management. Review Source VR Verified Reviewer Associate Information Technology and Services Used the software for: 1-2 years ### "One of the best ITSM tool in IT Industry " July 10, 2022 5.0 \- It was smooth to use and the faster assistance as a Helpdesk Assistant can be given. - Can easily track any Ticket ID Pros \- Attractive UI - Knowledgebase - Easy to Learn Cons \- More option can be added in future and Integration with other Apps can be made more simples Review Source Similar Products Featured