# Page 8 | ServiceNow Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 8 - 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 8 - Reviews of ServiceNow ## Showing most helpful reviews Showing 176-200 of 344 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Hithesh T. Application Engineer Information Technology and Services Used the software for: 1-2 years ### "Multiple support activity is monitored in simpler way" June 30, 2021 4.0 Support activity along with different parameters can be easily sorted and managened with help of ServiceNow. Pros Filters options are very helpful to categories the incident, filters columns can be customised as per user requirement. Instant generation of report saves lot of time. In change request option justification tab is really satisfying which does not lead any team member for confusion. Cons Has some limitations for creation of incident with sub incidents. User interface is not comfortable. Review Source JB John B. Business Owner Photography Used the software for: 2+ years ### "Service Now - IT Help Desk tool that is complicated " October 12, 2022 2.0 Very disappointed with this tool from an IT professional point of view. Much too complicated. Pros Easy incident or issue escalation. You are able to assign issues to individuals or to teams. This functionality was quite valuable. Cons Not intuitive for everyday use. As an IT professional, my team and I found it very difficult to use. Imagine being an everyday user that has to use this tool. Review Source RW Ryan W. Analyst Developer Telecommunications Used the software for: 2+ years ### "As Flexible as it is Functional" July 29, 2021 4.0 We've been using ServiceNow for 5+ years and it has really transformed our Service Desk and Customer Service teams ability to work with the customer. Pros ServiceNow is such a user friendly product. Their out of the box modules require very little customization to get you up and running using a wide suite of available modules, there's not a lot ServiceNow can't do. Cons Over-customization can make upgrading time consuming but there are plenty of guides to assist you with this process. Reason for choosing ServiceNow ServiceNow offered the full range of coverage we required with the options to upgrade as we grew with it. Review Source Manoj P. Lead Consultant Information Technology and Services Used the software for: 2+ years ### "ServiceNow simplifing the business needs" February 19, 2023 5.0 Pros There are few categories which i prefer above all others are ease of use, the level of customizations that it offers and the detailed reporting it provides. Cons Cost and Implementation complexities are few which i think can be improved. Review Source VR Verified Reviewer Azure Cloud Engineer Information Technology and Services Used the software for: 1-2 years ### "Great but UI could use improvements" August 24, 2023 3.0 Pros Functionality where it can be used for onboarding/offboarding requests, software vetting, as well as Change Requests for our Change Management board Cons Interface can be cumbersome. Many different menus to navigate to then update your Service Now tickets Review Source Brandon C. Press Assistant Information Technology and Services Used the software for: 6-12 months ### "I used ServiceNow in a Desktop Support Role" February 14, 2021 5.0 I used ServiceNow daily, almost hourly to be honest, as a Level 2 Desktop Support Agent. It replaced vFire which was getting slow and agonizing to work with. Tickets would come in and we would perform the work and move the ticket along and/or close it altogether depending on the job. I liked using it and felt it was very robust and powerful while still being nimble and problem free. Pros ServiceNow is fast and issue free so long as it's setup correctly. The interface is simple and easy to understand. The learning curve, unlike older software, is practically nonexistent. Cons Sometimes tasks can have subtasks that are nested so deeply that they can be missed on first glance. I wish the software had a simpler nesting system. Switched from [Alemba Service Manager](https://www.capterra.com/p/133304/vFire/) The decision was made by upper management. I had nothing to do with it. If it was up to me we would have switched sooner as vFire feels ancient and slow compared to ServiceNow. Review Source EH Edward H. Lead Infrastructure Engineer Banking Used the software for: 2+ years ### "ServiceNow Review " January 14, 2023 5.0 Very good; it works better than previous software used previously Pros It bundles so much functionality into a single application, Cons Generating reports is not intuitive. You have to learn the methods and do them several times before it becomes routine. Review Source VR Verified Reviewer Delivery Manager Telecommunications Used the software for: 2+ years ### "Moltissime funzionalità ma poco immediato" December 26, 2022 4.0 Pros offre tantissime funzionalità e moduli differenti per poter gestire praticamente ogni tipo di ticket, integrato molto bene con il portale di self-helpdesk Cons per mia personale esperienza trovo che non è uno strumento semplicissimo da utilizzare, soprattutto la parte di backend è poco immediata, forse per la grande quantità di funzioni e moduli esistenti. Review Source VR Verified Reviewer Technology Lead Information Technology and Services Used the software for: 2+ years ### "Efficient tool to manage Incident Manage of your organization" May 14, 2022 5.0 Pros I really liked its integration with other systems and applications. Dashboards and reports really gives good insights. Cons If we can add a messenger integration then it will be very useful. Review Source Kelsi N. Accounting Project Manager Veterinary Used the software for: 6-12 months ### "Ultimate tool" May 5, 2022 5.0 I personally love it. I know that it is hard to learn but I think it's a very valuable tool and will help our company grow and be the best it can be with the automation that ServiceNow allows. Pros ServiceNow can do everything. I personally use it for project management, but our team uses it for ticket management, automated workflows. Our IT team uses it for asset management and ticketing. I've never found an all encompassing tool before. Cons It's fairly complicated to learn. I am currently learning dashboards and the reporting feature is really hard. There isn't really good resources out there to learn it either. Review Source Joel Neil W. Specialist Recruiter Media Production Used the software for: 2+ years ### "Time Saving" September 19, 2023 5.0 Using Customer service management module and the solid platform has the biggest value. Pros The activity dashboards that can be used to track the activities saves great time for users. Being cloud based let the whole diverse team work at the same time without losing any data. Cons It needs to integrate with every other product that have been using by the company. Review Source DN Doreen N. Customer Service Advisor Telecommunications Used the software for: 2+ years ### "ServiceNow review" March 27, 2023 5.0 It helps in escalation of customer queries to support teams. Follow up on issues that are highly logged. Pros ServiceNow is easy to use to escalate customer issues to support groups incase a fast call resolution is not given. You're able to track the resolution given to the issue logged by searching the incident. Cons I like all the functions of servicenow so i have nothing negative to say. Review Source KM Kalyan M. Desktop Engineer Food & Beverages Used the software for: 2+ years ### "Modern Management for Tickets" December 20, 2022 4.0 easy to use and no training required for end users Pros easy to use and no training required for end users Cons should be easy to find and search for older tickets when closed Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) value for money and easy implementation Review Source VR Verified Reviewer Salesforce Admin Information Technology and Services Used the software for: 2+ years ### "Excellent Incident tracking Tool " July 1, 2022 5.0 Excellent tool and request & Incident tracking and reporting purposes Pros Ease of use, User friendly and good User Interface. Cons Having autorouting feature will greatly help manual assignment Switched from [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/) Better UI and performance Review Source sS sohel S. Sr. Software Engineer Information Technology and Services Used the software for: 2+ years ### "King of PAAS" January 22, 2023 5.0 Pros ServiceNow's low code/ no code benefits us to build business usecases without worrying too much about basic configurations which are not required. Cons Sometimes development instances need to wakeup everyday. Servicenow should allot more time. Review Source VR Verified Reviewer Tech Lead Computer Software Used the software for: 2+ years ### "Service now administrator" October 4, 2022 5.0 Overall this is good tool to have for ITSM/ITOM . Pros This is one the good SaaS product available in the market for ITSM. Its easy to manage and support is also very good. Cons This is very expensive once all initial discount is over. Review Source GR Gonzalo R. IT SAP Analyst Automotive Used the software for: 1-2 years ### "ServiceNow in the automotive industry used by IT" June 29, 2021 5.0 Good system to manage requirements, even though it can become tedious Pros One point of contact for users to request service, incidents or changes on our system Cons With a lot of options it can become confusing for users to know what type of ticket to create. Adoption of the use of this tool is a big challenge Review Source AR Ankit R. Assistant Manager - IT Airlines/Aviation Used the software for: 2+ years ### "Excellent tool for all of your IT requirements." April 3, 2023 5.0 Overall experience is good and we have mapped our multiple application with servicenow through which we are enabled the auto ticketing and monitoring the applications. Pros \-You can create multiple dashboards.-Customized chat integration.-customization capabilities.-inbuilt plugins to integrate the 3rd party applications.-Report customization facility.- Work flow customization. Cons \-Due to lots of module, Sometime its confusing to select the particular module.-Page loading took time.- Implementation took time and required ServiceNow expert to implement. Review Source UM Uddipan M. Data Engineering Manager Computer Software Used the software for: 2+ years ### "Centralised IT services management " July 29, 2022 5.0 Experience is great as it supports many use cases needed by the organisation. API integration makes it easier to raise incidents remotely and assign it to appropriate teams. Custom forms helps to solve any access related self service needs. Pros Service Now is a one stop solution for most of IT departments needs which promotes and enables Self service for several use cases. Request, incident management, approval workflows, incident reports are some of the very useful functionalities of service now. Cons Sometimes UI response it bit slow which makes users to wait before form response. Review Source VR Verified Reviewer Information Security Analyst Telecommunications Used the software for: 1-2 years ### "Streamlined IT Service Management Tool" October 13, 2021 4.0 Pros Easy to automate and has various features to prioritize tickets, handle priority tasks and support incidents. The biggest advantage is the ability to integrate with different systems such as Agiloft, JIRA, SecurityScorecard, CRM, etc. ServiceNow helps the implementing team to focus more on collaboration and process development rather than coding since it absolutely limits coding. It is also a well known enterprise GRC tool and has released a Vendor Module, which can be used in Source-to-Pay projects. Cons ServiceNow is very expensive, which is a huge deterrent for small and mid-size companies to use its software. They don't do Proof of Concept (POC) in most cases, which forces teams to trust them purely based on the demos and their reputation. Review Source JS Jayanthi S. Lead Application Developer Civil Engineering Used the software for: 2+ years ### "ServiceNow Review" March 6, 2023 5.0 Pros It has vast features for Enterprise management, it is one stop platform for tracking and maintaining all the data in one location. Cons Little complicated for end users for initial handling of the platform and some limitation of showcasing data. Review Source ER Edgar R. Endpoint Technician Information Technology and Services Used the software for: 2+ years ### "ServiceNow ; SupportNow" May 13, 2022 5.0 ServiceNow has allowed my team and me to assist users in my field as well as manage machine inventory. An easy-to-use tool with a plethora of functions and services. Pros The dozens of functions and features are offered. Has made my job easy and enjoyable. Easy to navigate. Cons At first, a tad bit tricky to maneuver and use to its full potential. Would like to see an integrated help system. Review Source VR Verified Reviewer Assistant Director Information Technology and Services Used the software for: 1-2 years ### "Feature packed but need some learning curve to pick up" April 2, 2024 4.0 Pros The software can be extended to many use cases. So you can future proof the solution with a view to add more modules to be integrated among those modules. Cons User interface is not the most intuitive. You cannot get it to work exactly how you want it. In fact my company has to develop a comprehensive user guide to teach us how to use it. There is a known learning curve and you need time to get used to the software. Review Source VR Verified Reviewer Improve ＆ Standardization Manager Telecommunications Used the software for: 2+ years ### "Very flexible ITSM Tool" May 12, 2020 4.0 Pros This tool is very flexible and allows even Business Users to configure processes and worfkflows. Cons The license is rather difficult to understand and must be re-considered over time. Alternatives considered [USU IT Service Management](https://www.capterra.com/p/143289/USU-Valuemation-ITSDM/) Review Source CZ Colin Z. PM Entertainment Used the software for: 2+ years ### "Review of SNOW" September 21, 2023 4.0 Overall is good. It has most features that I need. Pros ITSM. Ticket management and dashboard. Cons UI not intuitive enough. Sometimes it's not easy to find the button Alternatives considered [Summit](https://www.capterra.com/p/146506/SUMMIT/)[QUONDA](https://www.capterra.com/p/10005251/Quonda/) Reason for choosing ServiceNow Integration with other systems Review Source Similar Products Featured