ServiceNow Ratings

Overall
4/5
Ease of Use
4/5
Customer Service
4/5

About ServiceNow

IT service management solution built to help growing IT organizations do amazing things. We automate your daily support tasks and help you to track, measure, and process any unit of work. We do it all by delivering cloud-based service management software thats fast to deploy, and simple to configure. Best of all, your investment is protected. ServiceNow is the only cloud provider to offer an ITSM path to grow your services without the replacement burden. Learn more about ServiceNow

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Showing 22 of 22 reviews

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Showing 22 of 22 reviews

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Company Size
Reviewer's Role
Length of Use
Frequency of Use
Mikje D.
System Engineer
Retail, 1001-5000 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
September 17, 2019

“I hate ticketing software...but not this one.”

OverallClosing tickets, overall, is faster than with all previous systems we used.
ProsIts easy to use, highly customizable on the end user end, and stable. I like that I can make my dashboard look how I want it, and use the format that makes the most sense to me. The admin on the back end has set up some great workflows that allow a single request to be used to do multiple things. Imagine a single ticket to onboard a user, that requests their cubicle from Facilities, thear computer from IT, and their phone from Telecom!
ConsConfiguration items. The way our implementation is configured, you need a valid CI to close the ticket. If an item is not in your CMDB, you have to get an admin to add the CI so you can close a ticket. KEEP IN MIND, this is just our implementation and config, and they are working on a solution to allow end users to apply a new CI, this is just OUR temporary growing pain.
Reviewer Source 
Source: Capterra
September 17, 2019
Vincent L.
IT service manager
Consumer Goods, 10,001+ employees
Used the software for: 6-12 months
Overall Rating
4/5
Ease of Use
3/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
June 17, 2019

“Really helped our team manage requests and tickets”

OverallGreat. 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!
ProsThe 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.
ConsThe 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.
Reviewer Source 
Source: Capterra
June 17, 2019
Verified Reviewer
11-50 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
3/5
Reviewer Source 
Source: Capterra
March 29, 2018

“One of the best ITSM solutions ever!”

ProsServiceNow Express is an out-of-the-box solution that has preconfigured solutions ready to start working with a IT Service Management desk. All you need to work, ITIL compliance, Dashboards, Reports, Asset Management, Incident, Problem, Change Management, integration with 3rd parties solutions. In short, all you need to get ready in your IT department service desk.
ConsThis version of ServiceNow is not longer available in the market, and has been replaced by a new version more complete and accurate named SERVICENOW IT SERVICE MANAGEMENT.
Reviewer Source 
Source: Capterra
March 29, 2018
Verified Reviewer
Mechanical or Industrial Engineering, 201-500 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
5/5
Customer Service
4/5
Features
4/5
Value for Money
4/5
Reviewer Source 
Source: Capterra
June 28, 2018

“ServiceNow Express is a great help desk tool for smaller companies but delivers good features.”

ProsServiceNow is easy to deploy as they guide you through the process / setup. The software delivers a strong feature set and is easy to use and a good value for the cost.
ConsSome features that you would think should be available are not and you need to upgrade to the full ServiceNow version which is out of the price range of many smaller companies.
Reviewer Source 
Source: Capterra
June 28, 2018
Verified Reviewer
Internet, 1001-5000 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
3/5
Customer Service
5/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
March 15, 2018

“ServiceNow Review”

OverallSpeed to implement. Ability to build customized application
ProsGood configuration management tools Great for servicedesk management Run in the cloud Can add attachments [to tickets].
ConsConfusing, not easy to find anything. Massive and at times confusing interface The knowledge editor is clunky and time consuming
Reviewer Source 
Source: Capterra
March 15, 2018
Verified Reviewer
Hospital & Health Care, 10,001+ employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
3/5
Customer Service
3/5
Features
5/5
Value for Money
3/5
Likelihood to Recommend
7/10
Reviewer Source 
Source: Capterra
January 23, 2019

“ServiceNow Express”

OverallFaster time to onboard new customers. Removed need for inhouse database support staff due to full SaaS
ProsEasy to adopt with many prebuilt workflows that are entirely fit for purpose.
ConsFairly expensive on the market, commercial model of product not really negotiable
Reviewer Source 
Source: Capterra
January 23, 2019
Avatar Image
Antonio A.
ITSM Specialist
11-50 employees
Used the software for: 6-12 months
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Reviewer Source 
Source: Capterra
February 26, 2018

“ServiceNow CIS with experience implementing the solution for differents type of customers.”

ProsAs a cloud based solution you receive a ServiceNow Instance with a lot of out-of-the-box functionalities and benefits that let you consolidates differents process of the ITSM in a single system of record platform. The main process of the ITSM well are covered in the ServiceNow Express version and with a few week you can go live, and totally aligned to the ITIL best practices.
ConsYou don't have the benefits of the Scripting in ServiceNow Enterprise distribution in order to customize and personalize the ServiceNow Express.
Reviewer Source 
Source: Capterra
February 26, 2018
Brittney B.
Analyst
Unspecified
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
2/5
Customer Service
3/5
Features
3/5
Value for Money
3/5
Reviewer Source 
Source: Capterra
November 14, 2017

“Functional, but cumbersome ”

ProsThe program has quite a bit of customizabilty through the use of filters and folders. Also, a significant amount of information can be contained in the tickets, which do support the use of attachments
ConsThe software is chronically unintuitive; there's probably a way to make it do what anyone would want, but it's a bear trying to figure it out.
Reviewer Source 
Source: Capterra
November 14, 2017
Balu S.
Service desk analyst
Information Technology and Services, 201-500 employees
Used the software for: 6-12 months
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
February 9, 2018

“Best ticketing toll in market”

OverallBest in market in terms of ticketing tool
ProsThe inflow of the incidents and service requests can be easily managed and easy to log them. It allows simple and ease to work
ConsComing to reports and time lag, there is something that needs to be improved more. Apart from that everything is excellent
Reviewer Source 
Source: Capterra
February 9, 2018
Verified Reviewer
Law Practice, 1001-5000 employees
Used the software for: 6-12 months
Overall Rating
4/5
Ease of Use
4/5
Customer Service
3/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
6/10
Reviewer Source 
Source: Capterra
February 12, 2018

“Very useful tool for managing tickets. ”

ProsIt has a vast array of options to customize the software. You can set up work flows that suit your company needs.
ConsIt can be confusing to use, maybe it's the way it's configured but not being able to edit closed tickets is a pain.
Reviewer Source 
Source: Capterra
February 12, 2018
Verified Reviewer
Computer Software, Unspecified
Used the software for: 2+ years
Overall Rating
3/5
Ease of Use
3/5
Customer Service
3/5
Features
3/5
Value for Money
3/5
Reviewer Source 
Source: Capterra
May 21, 2018

“My company uses servicenow for support tickets”

ProsIt's pretty easy to use and it seems to allow my support requests to get answered quicker than using email
ConsThis may be more specific to my company but there are way too many categories to search from so trying to figure out how to submit a correct ticket can be confusing and lead to requests going unanswered. Some sort of smart search would be nice
Reviewer Source 
Source: Capterra
May 21, 2018
Verified Reviewer
Computer Hardware, 10,001+ employees
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
3/5
Customer Service
4/5
Features
3/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
April 18, 2019

“Helps with IT needs”

ProsIt is very flexible, can be integrated into any system for your company. When there's an IT help issue, it is very easy to submit a ServiceNow ticket. Can easily attach files or images to the ticket.
ConsVery limited options to describe what issues you're having. Mostly have to type and write the issues instead of using the selection.
Reviewer Source 
Source: Capterra
April 18, 2019
Josh G.
Primary/Secondary Education, Unspecified
Used the software for: Unspecified
Overall Rating
4/5
Ease of Use
3.5/5
Customer Service
4/5
Features
5/5
Likelihood to Recommend
8/10
Source: SoftwareAdvice
November 20, 2014

“A good product overall”

ProsSome of the scrum/agile tools are nice to use. The ability to manage backlogs and releases was quite nice.
ConsSome of the interface around managing tickets can be hard to navigate.
Recommendations to other buyersMake sure you think through how you will manage your users and the groups they're in. The tool is good about letting you manage that, but you still have to think through what you're going to do. Otherwise it will be work to fix it later.
Source: SoftwareAdvice
November 20, 2014
Nakul S.
Sr. Product Manager
Telecommunications, 1001-5000 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
3/5
Customer Service
3/5
Features
3/5
Value for Money
3/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
April 16, 2019

“ServiceNow helps get things done”

OverallIt is a really good tool to manage requests and tasks
ProsEasily incorporated into larger IT portfolio Very extendible
ConsIf not configured correctly, then this may lead to confusion
Reviewer Source 
Source: Capterra
April 16, 2019
Vivek K.
Unspecified
Used the software for: Unspecified
Overall Rating
5/5
Ease of Use
4/5
Customer Service
5/5
Features
5/5
Value for Money
4/5
Source: Capterra
December 13, 2016

“Great product for setting up help desk quickly ”

OverallServiceNow express is a great Product for setting up help desk quickly. All main ITIL processes are available although some features require additional plugins and hence cost more. User Interface can be clunky at items and can be improved further
Source: Capterra
December 13, 2016
Zsuzsanna B.
Electrical/Electronic Manufacturing, Unspecified
Used the software for: Unspecified
Overall Rating
4/5
Ease of Use
4/5
Customer Service
3/5
Features
4/5
Likelihood to Recommend
8/10
Source: SoftwareAdvice
October 30, 2014

“fairly new to this application”

ProsThe vendor seems flexible, the product makes my work life easier.
ConsI have not encountered any significant problems with the product or the vendor so far.
Recommendations to other buyersSpend some time exploring all the capabilities of this versatile software.
Source: SoftwareAdvice
October 30, 2014
Prakash R.
Unspecified
Used the software for: Unspecified
Overall Rating
4/5
Ease of Use
3/5
Features
4/5
Value for Money
4/5
Source: Capterra
October 6, 2016

“Great loved it”

OverallIt was awesome superb experience to have this one tell ud was awesome superb experience to have this one tell ud was awesome superb experience to have this one tell ud
Source: Capterra
October 6, 2016
krish a.
Unspecified
Used the software for: Unspecified
Overall Rating
5/5
Ease of Use
5/5
Features
5/5
Source: Capterra
October 6, 2016

“IT is very usefull, ease of use abd the availability is very high .”

Overallgood user exp IT is very usefull, ease of use abd the availability is very high .IT is very usefull, ease of use abd the availability is very high .
Source: Capterra
October 6, 2016
Daidre F.
Sr. Director, IT
Financial Services, 501-1000 employees
Used the software for: Less than 6 months
Overall Rating
3/5
Ease of Use
5/5
Customer Service
3/5
Features
2/5
Value for Money
4/5
Likelihood to Recommend
5/10
Source: Capterra
October 5, 2016

“ServiceNow Express”

OverallGood starting point for getting introduced and using ServiceNow. We're now in the process of upgrading to the Enterprise edition for the service management platform.
ProsEasy to get up and running
ConsLimited capabilities, but a good starting point
Source: Capterra
October 5, 2016
Martha S.
Primary/Secondary Education, Unspecified
Used the software for: Unspecified
Overall Rating
3/5
Ease of Use
2/5
Customer Service
2.5/5
Features
3.5/5
Likelihood to Recommend
5/10
Source: SoftwareAdvice
October 31, 2014

“Service now Uttar”

ProsAutomatic workflow and notifications to keep tickets moving through the process.
ConsUser interface is not intuitive. Hard to figure out how to create a ticket. It's not obvious that you need to change the default ticket title. User interface in general is not very intuitive and doesn't work in all browsers.
Recommendations to other buyersUsers want solutions, not barriers. Find a system with good usability and visibility into the status of their requests.
Source: SoftwareAdvice
October 31, 2014
Anastasis A.
Business Process Analyst
Information Technology and Services, 1001-5000 employees
Used the software for: Unspecified
Overall Rating
4/5
Reviewer Source 
Source: GetApp
January 31, 2018

Reviewer Source 
Source: GetApp
January 31, 2018
Avatar Image
Swati S.
HR Executive
501-1000 employees
Used the software for: Less than 6 months
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
May 31, 2018

“We use it for support tickets”

ProsSupport tickets are easy to track and resolution is bit faster, well maintained and it is a mail less communication.
ConsThere are lot of categories in incident filing which may not be usable. Right now its replaced with new name
Reviewer Source 
Source: Capterra
May 31, 2018