# 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 --- # 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. Independent research methodology Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider’s website. [Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/) [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 Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... 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 (1,633)](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 (1,634) Value For Money 4.2 (33) Value For Money 4.5 (1,484) Customer Service 4.3 (34) Customer Service 4.5 (1,479) ## ServiceNow Problem Management alternatives [4.9 (480)](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 Highest Rated [4.9 (4,768)](https://www.capterra.com/p/172127/Rippling/reviews/) Starting price $8.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 98% of reviewers rated it above 4 stars [4.2 (252)](https://www.capterra.com/p/13803/N-central/reviews/) Starting price $1.75 Per User, Per Month Pricing Options Free Trial Free Version User Rating 85% 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 Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## 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/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Popular comparisons [ManageEngine Endpoint Central vs ServiceNow Problem Management](https://www.capterra.com/compare/152872-170018/ServiceNow-Problem-Management-vs-ManageEngine-Desktop-Central)  Independent research methodology Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider's website. [Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/)