# Page 9 | ServiceNow Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 9 - 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 9 - Reviews of ServiceNow ## Showing most helpful reviews Showing 201-225 of 344 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use OV Omkar V. Software engineer Computer Software Used the software for: Less than 6 months ### "Used to manage incident and work flow" November 6, 2023 5.0 We have used service now gor our ticketing based work environment where we are handling multiple types of tickets with the help of service now and working on them to fix the issues reported by customers. Pros Service now best used now sats to manage incident scrask and our work environment. Cons Nothing to be disliked in service now it is best at all. Review Source VR Verified Reviewer Principal Solutions Architect Government Administration Used the software for: 2+ years ### "ServiceNow is better than Remedy and HPSM" June 26, 2018 4.0 Pros I have been avid ITIL practitioner and have been using various products in various companies of my job experience. ServiceNow supports ITIL processes completely and most efficiently where there are minor drawbacks. The level of compromise required to enable processes efficiently is less as compared to Remedy and HPSM. Service Now has harnessed the power of virtual assistants which is yet being explored by other companies. The ease of set-up and manageability makes configuration of ServiceNow a cake-walk. Cons If you are new to service management processes, the plethora of services will leave you confused. Configure one process and explore them in and out before moving into another process. Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects. integration with risk management could have been made simpler to show the mapping of technical risks to business risks. Review Source MN Matt N. Full stack developer Information Technology and Services Used the software for: 2+ years ### "Good professional software" August 14, 2023 4.0 I have used servicenow on multiple projects, mainly for incident tracking. It has worked very well for our teams. Pros Service now has tons of features that makes tracking tickets and incidents easy. Submitting tickets is straightforward and the communication on updates is good. Cons I don't love the UI, I think it is a bit clunky. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) I believe cost was the main reason Review Source Vincent L. IT service manager Consumer Goods Used the software for: 6-12 months ### "Really helped our team manage requests and tickets" June 18, 2019 4.0 Great. Definitely recommend this for large businesses with multiple different departments and employees where you need to have a reasonably large IT department to hep process application requests, troubleshooting and equipment requests and more! Pros The ease in which it kept track and managed IT ticket requests. You could easily see the queue and also do tons of data analytics from response times, to ticket requests per month per department, and how often tickets had to be escalated. The cloud-based platform really helps your reomte workers have access to a live database that was updated and always "correct." This was also extremely affordable for all the different capabilities it added. Cons The service technicians aren't always available as spelled out in the service agreement. Luckily we didn't have issues with this often and we were able to resolve issues on our own or could wait it out until it was fixed. Review Source Nathaniel S. Gestion des clients International Trade and Development Used the software for: 6-12 months ### "Une solution de gestion très bénéfique " November 29, 2023 4.0 Pros ServiceNow est une plateforme de gestion de services informatiques très facile à utiliser. Il me permet la gestion des connaissances et de la configuration tout en nous permettant et le contrôle à distance. C'est un logiciel très excellent car il m'a permis de gérer des actifs informatiques ainsi que leur surveillance. Cons ServiceNow présente un ensemble de fonctionnalités très limitées et une sécurité inquiétante. A prendre en compte très sérieusement. Review Source RS Ramasundaram S. Support Operational Executive Information Technology and Services Used the software for: 2+ years ### "ServiceNow - Better Management tool for IT" September 13, 2023 5.0 Pros Easy to use and user friendly. Like the change management and the integration with other communicator. Cons Nothing be be specific. More reliable for cloud and microservices, need to have integration with Jira. Review Source MJ Mihir J. Information Security Intern Education Management Used the software for: 6-12 months ### "Easy to setup but limited features " September 7, 2022 3.0 We use service now every time a change request needs to be raised our experience has been fine but the UI is very bad. Pros It's easy to setup and has limited features without overwhelming the user Cons The features are limited and UI is very bad Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Reason for choosing ServiceNow Ease of setup Review Source NK Nishant K. Netbackup administrator Information Technology and Services Used the software for: 1-2 years ### "Servicenow review" July 8, 2022 5.0 On an organization level... Servicenow ticketing tool is a total yes from myside.. Pros Servicenow is easy to use tool.. It has a lot of functions and options that can be very helpful for an organization.. Cons The dashboard is a little complex and user need to be actively good for looking for a particular process to work on.. Review Source NB Narendran B. Associate Consultant Information Technology and Services Used the software for: 2+ years ### "ServiceNow User Review" March 6, 2023 5.0 Pros I use ServiceNow for working on the tickets assigned to me. It is very easy to handle for maintaining our current status on the ticket and update the stakeholders/users to keep them on track on the issue or request. It also gives us the option to link any change or problem associated to it. We have the flexibilty of creating incident task and see all related incident created by same user. Cons As of now I haven't felt any limitations with ServiceNow. Will update if any in future. Review Source CM Claudia M. GDPR Advisor Food Production Used the software for: 1-2 years ### "Amazing case tool for big organisations" October 30, 2023 5.0 Pros \- Real data easy to update and retrieve even after a long time since the case was closed - Very clear dashboards, easy to read and visualise performance data - Queue system easy to implement even in big organisations with complex segmented workflows Cons If they could make the interface even more user-friendly it would make be an even better product and would make it easier to train employees on how to use it Review Source Naveeth A. Support specialist Information Technology and Services Used the software for: 6-12 months ### "Best support ticket management platform" August 2, 2022 4.0 We had a plesent on-boarding and integration experience with the product. Pros It has open APIs for us to integrate with an intended third party software and it is highly customizable according to your industry and business needs. Cons The overall page load speed could be improved when it handles quite huge volume of data at once. But we overcome this is issue through batching the operations. Review Source LM Linda M. Academic Learning Systems Administrator Education Management Used the software for: 2+ years ### "ServiceNow is robust" June 29, 2022 4.0 Pros I like the automations as well as the robustness of the platform Cons It is pretty complex to set up from an administrator standpoint, as well as we struggle with getting folks to actually use it. Review Source Satish C. Assistant Consultant Computer Software Used the software for: 2+ years ### "one stop shop for all type of tickets" March 13, 2020 4.0 Excellent Pros one stop shop for all type of tickets, easy to use, fast to search Cons Performance need to be tuned a little more Alternatives considered [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/) Review Source PC Pooja C. Sr. Product Manager Computer Software Used the software for: 2+ years ### "Great Tool!" April 29, 2022 4.0 It has been a great journey with SNow so far and we use this on a everyday basis for our projects intake and regular tactical and enhancement requests. Pros The ease of using this software and it's ability to be able to integrate with various other platforms Cons SLA definition does not stand true for all requests and sometimes causes escalation where it is not meant to. More robust feature pausing the SLA might be good to have Review Source Parul A. Senior consultant Computer Software Used the software for: 2+ years ### "Very good tool for Incident management " December 3, 2022 5.0 Pros I have used various tools for Incident management but service now is one of the best one.This helps in tracking the Incidents,SLA,creating reports. Cons Reporting feature can be enhanced & there can be more options in reports creation. Review Source JM Josh M. Biomedical Equipment Technician Hospital & Health Care Used the software for: 2+ years ### "Outstanding Service Management" January 17, 2022 5.0 Pros Lots of features and functionality that are mostly easy to learn and use. Cons It's expensive compared to most other comparable products. Review Source VS Vinayak S. AGM Information Technology and Services Used the software for: 2+ years ### "Best IT service management software" November 6, 2020 4.0 Pros The most advanced and easy to use software for all Service management needs. Cons The cost is going high and becoming heavy software which might be a differentiator for the future Alternatives considered [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/) Review Source VR Verified Reviewer Incident manager Information Technology and Services Used the software for: 2+ years ### "My Snow overview" September 7, 2022 4.0 Pros Impactful and helpful is the customisarion of my favorites page, where I use basically all the options from the incident management and knowledge base articles Cons Somestimes it may take a long time to load, and get the :record not loading error, soecially when I filter to a specific query Review Source VO Victoria O. Global Service Desk Manager Philanthropy Used the software for: 2+ years ### "Using SNow since 2012" October 12, 2022 4.0 Considering how long I have been using the product, I find comfort in the fact that I know more on its capabilities so pay less attention to the limitations. Pros I like the scalability and possible capability to do more configuration and development for custom use. Cons The fact that I can not use SNow links for imbedding Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing ServiceNow It wasn't my decision when choosing the product at the time Review Source VR Verified Reviewer Sr Programmer Analyst Computer Software Used the software for: 2+ years ### "ServiceNow is an amazing Enterprise tool to keep organize your work and your teams" June 17, 2021 5.0 It's a must-have for companies that provide IT services and organize their cross-functional team. I haven't seen other tool that keep everything well organized Pros One of the great things it has is the integration with other tools, like slack or even having an API create now cases. The notifications work like a charm you can customize your Dashboards and initial page, even with colors. Cons For beginners is really hard to get used to it, searching for a person might be a difficult task if you don't know the tool Review Source EJ Eldose J. Manager Financial Services Used the software for: 2+ years ### "Great ITSM tool available in the market " February 4, 2022 5.0 Great experience Pros This is one of the great product available in the market. Cannot compare some of the other products. One suite for all. Love this product Cons Adding each module is very expensive. Small companies cannot afford Review Source kS kartik S. Information security engineer Banking Used the software for: 2+ years ### "Amazing incident and change tracking software." October 25, 2022 5.0 Pros The nice part about this product is that it can be integrated with PowerShell scripts. Once the work is completed, the data is uploaded to the SNOW interface, where we can simply combine it with this email gateway and other products. Cons Product customer service might be improved, and it can be tough to integrate with current systems. Review Source TW Troy W. Software Engineer Hospital & Health Care Used the software for: 1-2 years ### "Lots of Features But Not Easy to Use" May 7, 2021 5.0 My overall experience with ServiceNow skews negatively because it's not easy to find what I want, the only somewhat saving grace is the built-in favorites you can save for commonly used areas. Pros ServiceNow has a lot of features that are all in one place. This includes tracking incidents, requests, change controls, paging, timesheets and more. It's also quite customizable because you can create your own dashboards with whatever information you want. Cons ServiceNow has a steep learning curve, and I'm not sure how necessary it is. There are a lot of features sure, but finding what you need can be very difficult at times. If I know exactly what I'm looking for, it can be easy, but if I don't remember if something was an 'Incident', Request, change, or something else, it can be very difficult for me to find. I don't see an easy way to just view everything that's assigned to me, regardless of what it is. Review Source ER Earlie R. IT Supervisor Retail Used the software for: 2+ years ### "More than a Ticketing System" January 27, 2020 5.0 I enjoyed Service Now and believe it's the best ticketing system tool out there. Pros Loved Service Now! This made managing our help desk easy and our tech were able to work efficiently and effectively. The interface is VERY easy to read and user friendly. The application has so many different functionalities like: Knowledge base, Equipment tracking, RMA, chat, etc. I even enjoyed the Mobile App! Cons I wish there were different/more theme colors you could customize/choose from. Also the mobile app was complicated setting up. Alternatives considered [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Reason for choosing ServiceNow Service-Now's interface was easy to read even to our end users. Review Source VR Verified Reviewer Sales Head Information Technology and Services Used the software for: Less than 6 months ### "A Great Asset Management Tool " January 12, 2023 5.0 ServiceNow is a great platform to build products, manage service portals, design tables and a lot more that cannot be described using words. Pros A single excel sheet upload to add assets into the cmdb table was responsive and fast. Cons The routine upgrades are a bit of inconvenience. Ex: Migration from Rome to SanDiego to Tokyo and so on which happens once every six months. Alternatives considered [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Reason for choosing ServiceNow Based on the reviews received from other people working in companies like IBM and similar, we decided to choose servicenow. Review Source Similar Products Featured