# Page 7 | ServiceNow Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 7 - 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 7 - Reviews of ServiceNow ## Showing most helpful reviews Showing 151-175 of 344 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use RB ROB B. Operations Manager Food & Beverages Used the software for: Less than 6 months ### "Small Restaurant Bar, big return" March 4, 2024 5.0 IT has improved our customer satisfaction and we have seen great adoption internally. This buy in and results has created good value for us that we are learning how to convert to sustainable revenue. Pros For our industry, keeping the lights on is important. Using service now as a front door to operations management was a big improvement over spreadsheets and loose paper. Taking an approach of automation and routing first to improve our customer Service improved stakeholder relationships dramatically. Cons Cost, it is not equitable for small businesses. It is cost prohibative at times but we are trying to make it work. Review Source RC Rishi C. System Administrator Computer Software Used the software for: 6-12 months ### "SNOW review" October 10, 2022 4.0 ServiceNow helps to run our daily office operation, almost every operation is using this tool to listing issues, tracking & archiving the case. Pros SNOW offers almost every features & functionality as per ITIL process to run the operations smoothly & can be modify as per requirement at any time which makes it flexible & more productive. Cons Found deployment process little tough & its comparatively expensive in other respective tools. Review Source Matias B. Change Manager Health, Wellness and Fitness Used the software for: 2+ years ### "Modern, integrated, and safekeeping of daily communication exchange" October 26, 2022 4.0 At first, feels complex and redundant, but while you pour into it, it starts feeling like a solution and keeper of daily work, management, and tasks. It is also incredibly functional. Pros Self-sustained, full environment solution, almost without the need for complementation with other gears. Cons Different user experience takes a while to learn how to navigate it. Reason for choosing ServiceNow I was not involved in the decision. Review Source FS Faith S. Customer Service Specialists Farming Used the software for: 2+ years ### "We all like timely results, try ServiceNow. It gives exactly that. " September 20, 2023 5.0 Try ServiceNow. It has performed really well for me and gives results quickly saving time and energy. Pros Am happy with ServiceNow for many reasons but the most helpful of them all is the response time. It is very quick and super active. It can manage multiple tasks at a go and still give accurate and reliable results. ServiceNow is user friendly. It's pricing is reasonable and affordable. Cons ServiceNow has it all. No challenging processes or hard to understand features. Launching and implementation is simple. Am glad to be the administrator. Review Source SS Sudhir S. CASS Lead Financial Services Used the software for: 2+ years ### "Single solution for your IT management needs" February 14, 2023 5.0 My overall experience has been very good. It is a one stop solution for managing your IT requirements and is pretty much structured. users get real time updates on the service now requests and it keeps track of all the past requests raised by the users. We used it for a our requirements ranging from a very simple password reset for an application to installing a new application altogether. Pros The best part that I like the most about Service Now is it's completely automated. We have used this tool for IT management whereby anything related to raising a request for a hardware or a software installation requirement would be logged on Service Now. The logging process is pretty simple and once logged this will create a notification for the supervisor to review and approve. Cons In the past, we have had challenges in re-opening the service now tickets once they were closed in error. This led to a number of internal complaints as we had to requests the users to open new tickets for the same request. Review Source LA Lauren A. IT Governance Manager Information Technology and Services Used the software for: 2+ years ### "Service Now For Help Desk" January 8, 2022 4.0 Service Now is a great tool for business. It provides quality reporting and a comprehensive source for ticket management and related knowledge sources. Pros It is straightforward and can help manage related templates, knowledge and tickets and SLAs for help desk. It provides a comprehensive tool for ticket and help desk management and resources for day to day activities and reporting. Cons The interface is a bit clunky and not user intuitive. It takes some time to understand where things are and how to use them. Review Source francesca T. Project Manager Insurance Used the software for: 6-12 months ### "Un servizio per ordinare e monitorare i flussi di richiesta e i tempi di evasione delle pratiche" October 20, 2022 4.0 Pros La caratteristica che preferisco in Service Now è la facilità d'integrazione con altri applicativi/servizi per cui i flussi possono essere personalizzati a seconda delle esigenze (ad esempio integrando Snow con altri applicativi è possibile classificare le mail in funzione di determinate keywords)Con Snow si possono gestire allo stesso tempo le richieste interne all'azienda (richieste di uffici verso altri uffici), sia le richieste di utenti esterni. Vengono monitorati i tempi di evasione delle richieste e per questo motivo difficilmente si creano dei backlog. Cons L'aspetto negativo sono gli alti costi di manutenzione e di sviluppo dei flussi, che richiedono competenze specifiche e non possono essere realizzate da persone senza adeguata e certificata preparazione. Nel nostro caso ci siamo affidati ad una società di consulenza dovendo dedicare budget apposito. Review Source FD Francesco D. impiegato Financial Services Used the software for: 2+ years ### "ottimo strumento di helpdesk" August 20, 2023 4.0 Pros Molto utile per gestire richieste dei clienti. Utilissima l'integrazione con la posta elettronica (nel mio caso outlook). Si possono suddividere le richieste per categorie salvando dei preferiti. Cons L' interfaccia non è molto intuitiva, da migliorare. Review Source SL Santiago L. Deployment Tech Education Management Used the software for: 1-2 years ### "A review of ServiceNow" August 9, 2022 3.0 Pros How easy it is to split tasks among other team members when your department may not be the core department. Cons This is a very difficult piece of software to use, to be fair. Compared to competitors, there seems to be a lot that can be done in this but there's a very real requirement in training involved. When we were set up with this product, we hardly received that. It made the implementation rocky, at best. Switched from [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) The hack on dameware. Review Source MV Monika V. freelancer Computer Software Used the software for: 1-2 years ### "Best Ticketing tool for IT Helpdesk" September 13, 2021 5.0 I was utilizing ServiceNow daily, as a Level 1 support executive. We can easily customize the dashboard according to our choice. Exceptionally simple to create change requests. I loved utilizing it and felt it was incredible. Pros It was simple and easy to understand. User friendly. Easy to customize the dashboard. We can keep track of tickets according to the ticket status, which made my life easier. It is the best tool for maintaining incidents, SCTasks, change requests, and organizing work. We can have the history of work done. Cons New clients should be situated on the most proficient method to explore through this device since it is very confusing to clients from the beginning. Switched from [ServiceManager](https://www.capterra.com/p/183061/ServiceCentral-Service-Manager/) The previous tool was not easy to understand. It had an exceptionally helpless plan also. Review Source DP Dulsy P. Project manager associate Insurance Used the software for: 2+ years ### "Servicenow review" April 6, 2023 4.0 Good Pros Easy to use and customize the product as company requirements Cons Documentation ordering is not easy to understand the flow of product Reason for choosing ServiceNow Easy to cutomize Review Source mC maude C. référent Transportation/Trucking/Railroad Used the software for: 2+ years ### "bonne gestion des incidents" September 23, 2023 4.0 permet de faire un suivi de ticket adapté, des reportings de qualitéle probleme est qu il nest pas assez personnalisable pour etre au plus vrai de la productionnous devons avoir des contournements pour ajouter des catégories Pros facile d'utilisation, les reportings peuvent se faire de facon trés personnaliséebonnes innovations Cons trop global, n'est pas adapté pour des équipes qui ont besoin de personnaliser des cases (comme la catagorisation) Review Source VR Venkatesh R. Lead consultant Information Technology and Services Used the software for: 2+ years ### "Effectively manage your ITSM " May 19, 2022 5.0 Great ITSM management through Service now product Pros Service now is part and parcel of our ITSM system over the years. We have migrated from other vendors to Service now.Its very critical for IT enterprise to handle incidents, requests and to daily business as usual activities .Its also Critical for reporting metrics to management on a periodic basis. Service now also provides robust usage through Service now anywhere web interface. It just provides ease of use anywhere in a remote work setup for the larger team. Cons Service now customer support can be improved. Review Source VR Verified Reviewer Industry Principal Consultant Information Technology and Services Used the software for: 2+ years ### "The best IT Service Management tool in the market " June 16, 2022 5.0 Overall we are very happy with ServiceNow and use it on daily basis for incident management, Change management and IT helpdesk operations. Pros Incident management, service catalog, problem management, change management, service portals, DevOps Cons Frequent upgrades needed, needs specialized knowledge for configuration and administration of the various processes in the tool, a bit expensive Review Source Balaji L. Senior Operations Engineer Financial Services Used the software for: 2+ years ### "Ahead of future" April 1, 2022 5.0 Pros With its recent integrations of automation and chatbots, ServiceNow is way ahead of time and technology. It's lightweight UI and easy to implement features makes SNOW standout across its ITSM peers. Cons The tool offers varieties of developments but needs more expertise on implementation and effectiveness. Review Source VR Verified Reviewer Systems Engineer Information Technology and Services Used the software for: 1-2 years ### "A wonderful and probably the best ticket and change management tool" August 16, 2022 4.0 Pros Search feature is very powerful and easy to use as it is globalized search. Allows me to see the ticket distribution across my teammates. Supports customization of the change management process. Cons The frontend design looks a bit old and not much attractive to me personally. Also it is little bit costly. Apart from these 2 things, everything else seems great about ServiceNow. Alternatives considered [Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Review Source SK Santosh K. Sr Salesforce Developer Real Estate Used the software for: 2+ years ### "Service Now - Excellent Ticket System" July 15, 2022 5.0 \- The overall experience with ServiceNow is excellent for various business use-cases and functional use-cases Pros \- The most critical feature of the ServiceNow feature is, the customizations that we can make to the tool for ticketing purposes, routing purposes and integrate other applications for business flow to seamlessly work. - The UI of the tool is very intuitive and self-understandable for any user to quickly navigate without any confusion - The OOB features available for this tool are wide-range and can be leveraged for various business use-cases Cons \- The ServiceNow team can include more customizations and OOB integrations to avoid any over-head for the customers to implement themselves in-house - The support can be more helpful and available at all times in blocker issues Review Source SS Seejal S. Systems engineer Pharmaceuticals Used the software for: 1-2 years ### "Tool for managing tickets" July 8, 2023 4.0 It’s great overall. We are a company of 125k + employees and it’s a handy tool to have. Pros Efficient service for managing and tracking your incident tickets and request tickets. We use it daily and it’s very responsive. Cons User interface could be better as it looks very plain now. Review Source VR Verified Reviewer IT Hospital & Health Care Used the software for: 2+ years ### "I used ServiceNow in a IT Service Desk Role" September 3, 2021 4.0 Pros Permits my organization's IT group to follow administration tickets for PC issues, gives the client refreshed information on where their ticket is at and permits them to ping to see where it's at on the rundown of activities Cons Extremely restricted alternatives to portray what issues you're having. Generally need to type and compose the issues as opposed to utilizing the choice. Review Source ES Erick S. IT Consultant Information Technology and Services Used the software for: 2+ years ### "ServiceNow impressions and feedback" August 30, 2021 4.0 I use it for my job on a daily basis to create and fill incident tickets and escalate them to the proper channels if needed. Pros As a cloud hosted software, it is easy to track incidents, any depreciation and assets that belongs to users.It also can be customized with multiple support options. The reports are also easily customizable and easy to understand. Cons The navigation panel can be a mind-boggling experience to use plus the software does not offer On-premises features plus it is relatively expensive upcost wise. Review Source Stephan V. Cyber Securit Analyst Computer & Network Security Used the software for: Less than 6 months ### "ServiceNow quick and simple Ticketing and so much more " September 11, 2023 5.0 Pros Ease of setup and then all the different 3rd party vendors it can integrate into. Makes this an easy sell to any company. Cons Have not found anything not to like yet. Review Source SKT Soon Kit T. Enterprise Resilience Officer Financial Services Used the software for: 2+ years ### "Very good IT service management tool" April 5, 2024 5.0 Excellent experience. LIcense is high, but you have piece of mind Pros It has all you need for managing IT services, Tickets and incident management Cons License fees are high. Naturally to match the advanced features and good stability of the tool. Review Source vikram S. Associate Banking Used the software for: 2+ years ### "Best Service Management tool" February 28, 2023 4.0 Best Service management tool which provides scalability, flexibility and great collaboration. It provides various feature CMDB(configuration management database), Knowledge database and intelligence workflow automation. It provides best ticket management. Pros We are using service now for change management task. We can easily integrate with other tool and system . It has nice GUI and power automation tool. we can easily automate business workflow based on requirement. It provides great collaboration that allow team member to share information and work together. It help to maintain SLA. Cons I haven't found any issue yet. It is working as expected. Review Source ND Nicolas D. Conseiller immobilier Real Estate Used the software for: 2+ years ### "Selon le contexte, serviceNow n'est pas à utiliser chez tous les clients" November 25, 2023 3.0 Pros Le meilleur aspect de ServiceNow est son utilisation basée sur serveur (Et donc, si plantage local, possibilité d'accès ailleurs) Cons Les bugs permanents, quotidiens mêmes, une fonction de sauvegarde automatique inexistante en cas de bug ou de coupure, un suivi des dossier très compliqué et pas clair Review Source Gaurav P. Lead Consultant Information Technology and Services Used the software for: 2+ years ### "Service Now - A one stop destination for your ITIL Needs" December 20, 2022 5.0 Awesome. Couldnt imagine any other tool doing the same stuff for you so easily. Pros User Interface is very smooth , lot of features , lot of options to configure Cons Sometimes apolit for too many features . Need some time to get used to all the funstionalities Alternatives considered [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Reason for choosing ServiceNow Ease of operations , setup and use of the tool. Available integrations with all major security tools specially which enahcnes and decreases time and maunal efforts. Review Source Similar Products Featured