# ServiceNow Problem Management Software Pricing, Alternatives & More 2026 | Capterra

> With the help of Capterra, learn about ServiceNow Problem Management Software - reviews, pricing plans, popular comparisons to other IT Management products and more.

Source: https://www.capterra.com/p/152872/ServiceNow-Problem-Management

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# 

 ServiceNow Problem Management Software Review 2026: Features, Integrations, Pros & Cons

Last updated on March 13, 2026

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.

[Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews)

ServiceNow Problem Management

## What is ServiceNow Problem Management?

Minimize the business impact of service disruptions and prevent future disruptions. Investigate the root cause of an incident through structured problem analysis, then document solutions and workarounds in the KB.

## What is ServiceNow Problem Management used for?

[IT Management](https://www.capterra.com/it-management-software/)

Top alternative

Featured

Overall rating

Based on 42 user reviews

Reviews sentiment

Positive

90%

Neutral

10%

Negative

0%

Contact vendor  
for pricing

Free trial  
not available

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Do you work for ServiceNow Problem Management?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=http://www.servicenow.com/&name=ServiceNow Problem Management)

## Compare with a popular alternative

Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status.

### ServiceNow Problem Management

4.4 (42)

VS.

[4.6 (1,460)](https://www.capterra.com/p/170018/ManageEngine-Desktop-Central/reviews/)

Starting Price

Contact vendor

Starting Price

$795

Per User, Per Year

Free Trial

Free Version

Pricing Options

Free Trial

Free Version

Ease Of Use

4.0 (42)

Ease Of Use

4.5 (1,459)

Value For Money

4.2 (33)

Value For Money

4.5 (1,315)

Customer Service

4.3 (34)

Customer Service

4.4 (1,306)

## ServiceNow Problem Management alternatives

Highest Rated

[4.9 (477)](https://www.capterra.com/p/181954/Iru/reviews/)

Starting price

Contact vendor for pricing

Pricing Options

Free Trial

Free Version

User Rating

99%

of reviewers

rated it above 4 stars

[4.9 (237)](https://www.capterra.com/p/180609/Action1-RMM/reviews/)

Starting price

Contact vendor for pricing

Pricing Options

Free Trial

Free Version

User Rating

99%

of reviewers

rated it above 4 stars

[4.6 (140)](https://www.capterra.com/p/177946/baramundi-Management-Suite/reviews/)

Starting price

$1.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

97%

of reviewers

rated it above 4 stars

[4.4 (2,883)](https://www.capterra.com/p/76113/Wrike/reviews/)

Starting price

$10.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

89%

of reviewers

rated it above 4 stars

[View all alternatives](https://www.capterra.com/p/152872/ServiceNow-Problem-Management/alternatives/)

## Features

Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically.

Configuration Management

4.5 (2)

100.00% of 2 reviewers that rated this feature as important or highly important

Identify component attributes like servers, hardware, software, and manage relationships across all services

IT Reporting

4.5 (2)

100.00% of 2 reviewers that rated this feature as important or highly important

Tracking KPIs over a certain period to assess helpdesk issues, ticket status & resolution, costs and revenue stats, assets usage & more

Ticket Management

5.0 (2)

100.00% of 2 reviewers that rated this feature as important or highly important

Track, manage, or resolve user requests and IT incidents/issues

Dashboard

5.0 (1)

0.00% of 1 reviewers that rated this feature as important or highly important

Assembly of graphs and charts for visualizing and tracking statistics/metrics

Incident Management

5.0 (1)

100.00% of 1 reviewers that rated this feature as important or highly important

Manage and track all disruptions and incidents

Real-Time Monitoring

4.0 (1)

100.00% of 1 reviewers that rated this feature as important or highly important

Active monitoring of systems, applications, or networks

ServiceNow Problem Management 8 features

Identify component attributes like servers, hardware, software, and manage relationships across all services

Assembly of graphs and charts for visualizing and tracking statistics/metrics

Manage and track all disruptions and incidents

Tracking KPIs over a certain period to assess helpdesk issues, ticket status & resolution, costs and revenue stats, assets usage & more

Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills

Active monitoring of systems, applications, or networks

Create, manage and track all task activities and progression

Track, manage, or resolve user requests and IT incidents/issues

Get Advice

We can help you find the software with the features you need.

Features

4.3 (42)

4.3

Based on 42 reviews

## Pricing

Value for money

4.2 (33)

### Starting price

Contact vendor  
for pricing

Free trial  
not available

Value for money

4.2 (33)

4.2

Based on 33 reviews

Connect with a Capterra advisor for a free 15-minute consultation

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## Support, customer service and training options

Customer Service

4.3 (34)

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

Deployment

-   Web
-   Android
-   iPhone/iPad

Typical users

-   Freelancers
-   Small businesses
-   Mid size businesses
-   Enterprises

Customer Service

4.3 (34)

4.3

Based on 34 reviews

## User reviews

Overall rating

4.4

Based on 42 reviews

Filter by rating

5(20)

4(18)

3(4)

2(0)

1(0)

Mentioned topic

Sorted by most recent

AU

Anonymous User

Devops Engineer

Government Administration

### "Standard for ITIL Problem Management, but Complex to Customize"

4.0

Overall Rating

4.0

4.0

Ease of Use

3.0

3.0

Features

5.0

5.0

Customer Service

4.0

4.0

Likelihood to Recommend

9/10

December 15, 2025

We rely on ServiceNow as our single source of truth for IT service management, and for Problem Management in particular, it’s fantastic for maintaining audit trails and tracking RCA (Root Cause Analysis). That said, I’ve found that new team members often need quite a bit of training to navigate the complex menus and workflows effectively—it’s powerful, but not immediately intuitive.

Pros

In my experience, ServiceNow really sets the gold standard for linking incidents to their root cause problems. I love how it automatically groups similar incidents into a single problem record—it’s a huge time-saver for our helpdesk and reduces duplication. The workflow engine is another standout; assigning tasks across different technical teams feels seamless, and it really drives accountability throughout the resolution process. It’s one of those tools that makes complex coordination feel effortless.

Cons

One challenge I’ve noticed with ServiceNow is that the UI can feel pretty heavy and slow to load, especially when working on older government networks—it definitely impacts productivity during peak times. Another pain point is customization; even something as simple as changing a mandatory field for ticket closure often turns into a bigger task than expected. Instead of a quick admin tweak, it usually requires a dedicated ServiceNow developer, which adds complexity and delays.

Switched from

[BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/)

[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)

Government organizations often switch from expensive, legacy ITSM platforms like BMC Remedy or older tools to modern solutions like ServiceNow. Claiming a switch from a major competitor is highly credible.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

GM

Galateya M.

Executive Administrative Assistant

Computer & Network Security

### "Positive Review for ServiceNow Problem Management "

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

4.0

4.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

October 3, 2024

My over all experience with ServiceNow Problem Management is positive, I like it

Pros

The most I like about ServiceNow Problem Management is that it is easy to use interface.

Cons

There in nothing I like the least about ServiceNow Problem Management, only pros, no cons.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

DP

David P.

Scrum Master

Financial Services

### "Visibility and accuracy; that's what you'll get"

5.0

Overall Rating

5.0

5.0

Ease of Use

4.0

4.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

9/10

August 16, 2022

This software us great, really. But it will work only if the process is great too. You need to onboard help desk and make sure they are the super user of this tool.

Pros

With this tool, you'll never miss software status or any problem within tour organisation. Metrics can be obtained easily, and reporting as well.

Cons

So many options that could be difficult to approach. Some interresting config are only available for high privilege account.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

AU

Anonymous User

customer service representative

Banking

### "Efficient ticketing management"

5.0

Overall Rating

5.0

5.0

Ease of Use

4.0

4.0

Features

4.0

4.0

Customer Service

4.0

4.0

Likelihood to Recommend

8/10

July 22, 2021

Pros

ServiceNow is easy to use, fast, you can easily create a request from a catalog of known requests or report a problem/outage

Cons

Fields are not user-friendly, other ticketing systems may appear more user-friendly.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

AU

Anonymous User

Project Manager

Banking

### "State of art problem management tool for technical teams"

4.0

Overall Rating

4.0

4.0

Ease of Use

3.0

3.0

Features

5.0

5.0

Customer Service

0.0

0.0

Likelihood to Recommend

6/10

July 22, 2021

Pros

The product is very customizable, a lot of fields can be prepopulated helping users to input a lot of information correctly. The routing of problems to the right group, notifications, email updates etc are excellent features.

Cons

The tool is more user-friendly for the technology users rather than business users.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

SD

SREEHARI D.

software eningeer

Information Technology and Services

### "Good ticketing system"

4.0

Overall Rating

4.0

4.0

Ease of Use

4.0

4.0

Features

4.0

4.0

Customer Service

4.0

4.0

Likelihood to Recommend

8/10

November 28, 2020

Pros

Good ticketing system and easy case management

Cons

Customization is limited Go To Live is not easy

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

GP

Gaurav P.

Manager

Information Services

### "I think best tool available in the market for managing daily operations"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

September 24, 2020

Excellent. Managing the recurring operational issues as a problem and creating knowledge articles before closing the Prob incident really helps service desk and reduces the future incidents for L2.

Pros

1\. Available on cloud 2. Has new features ( AI/ML ) 3. It's easier to track recurring incidents via a Problem incident 4. User interface is flawless

Cons

To be frank, I liked everything . User interface is just great. I've used other tools available in the market and they are way behind.

Alternatives considered

[BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/)

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

RG

Rites G.

Consultant

Information Technology and Services

### "Review for Servicenow"

5.0

Overall Rating

5.0

5.0

Ease of Use

4.0

4.0

Features

4.0

4.0

Customer Service

5.0

5.0

Likelihood to Recommend

8/10

August 8, 2019

Overall experience with this product is quite decent. I have been using this for over 5 years now and so far this has been quite helpful in day to day work.

Pros

This is a good product that allows complete problem management to happen. Proper statuses are maintained throughout the life cycle of a problem. Option is there to assign the tasks to multiple teams that may need to be involved. The learning from the problem can also be maintained/saved in this product.

Cons

User Interface is something that the product can be improved on

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

AU

Anonymous User

Sr. IT Analyst

Financial Services

### "Great ITIL software but performance is a huge issue"

4.0

Overall Rating

4.0

4.0

Ease of Use

3.0

3.0

Features

5.0

5.0

Customer Service

4.0

4.0

Likelihood to Recommend

7/10

July 29, 2019

Overall, it's a great product. Performance is a bit issue Learning curve is steep but once you get used to it, it's great

Pros

\- Great All In one software to implement incident, problems, changes and management workflow. Very easy to track progress or existing tickets or search old ones. - Lots of user customization - Filter/Queries are very useful or expert users

Cons

\- The main issue with ServiceNow is Performance!!! It often take long time to load a page or query results. - Filter and Queries are useful but sometime it's hard to search existing queries if you are in a different section of ServiceNow. Would be nice to have all-in-one queries for user so user can easier lookup all the existing queries (yes, you can go to the correct section first and then check the queries, but loading is often a big issue) - Lot of different ServiceNow products incorporated together, so it's sometimes hard for new users to browse around and get use to it. Learning curve is steep. - Very costly product.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

SA

Sara A.

Senior Project Manager

Financial Services

### "Ticket Issusing for support queires - simple but company implementation not great"

5.0

Overall Rating

5.0

5.0

Ease of Use

2.0

2.0

Features

3.0

3.0

Customer Service

0.0

0.0

Likelihood to Recommend

4/10

June 24, 2019

Great way to track and capture tickets, ability to pull statistics per user, system, and time to close is great, can we complex to set up, not ideal for a small organisations.

Pros

Easy to raise a ticket for support queries, lots of detail available. Great way to get stats on the same issue and track time to close

Cons

Unless provided with detailed training, you are unable to successfully capture ticket as a support customer, and difficult to find

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

[View all Reviews](https://www.capterra.com/p/152872/ServiceNow-Problem-Management/reviews/)

Popular comparisons

[ManageEngine Endpoint Central vs ServiceNow Problem Management](https://www.capterra.com/compare/152872-170018/ServiceNow-Problem-Management-vs-ManageEngine-Desktop-Central) 

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