# ServiceNow Problem Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is ServiceNow Problem Management the right IT Management solution for you? Explore 42 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/152872/ServiceNow-Problem-Management/reviews --- ServiceNow Problem Management 4.4 (42) [View alternatives](https://www.capterra.com/p/152872/ServiceNow-Problem-Management/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 # Reviews of ServiceNow Problem Management Ease of use 4.0 Customer Service 4.3 ## Pros and Cons in Reviews GM Galateya M Executive Administrative AssistantComputer & Network Security, 5,001 - 10,000 employeesUsed the software for: 6-12 months. “The most I like about ServiceNow Problem Management is that it is easy to use interface.“ October 3, 2024 ## Showing most helpful reviews Showing 1-25 of 42 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Antonio A. ITSM Specialist Used the software for: 6-12 months ### "ServiceNow CSA CIS" March 5, 2018 5.0 The main benefits are related to cover the differents process defined in the ITIL best practices, looking for root cause of the Incidents and avoiding service interruptions Pros Application alingned to the ITIL best practices thats covers the main scenarios from the problem management. Integrated to the other ServiceNow ITSM application like Incident, Change and with the resources provided by Asset Management, CMDB and Knowledge, lets the support staff cover the main task from the problem resolution. Relationships between Incidents and Changes are really straight forward task and with few steps you can accomplish this scenarios. Cons In the process to cover the different tiers of support, the interactions with vendors could be more easy to modelate. Review Source VR Verified Reviewer Devops Engineer Government Administration Used the software for: 2+ years ### "Standard for ITIL Problem Management, but Complex to Customize" December 15, 2025 4.0 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 VR Verified Reviewer Web Content Specialist Used the software for: 1-2 years ### "Overengineered for a ticketing and incident reporting system" July 31, 2018 3.0 Not really much, I've used other systems like this in the past, and they seemed more streamlined. Pros Once the correct path is selected, it is easy for users to submit their problems (following the prompt) Cons Again, trying to do too much at once. The idea of "shopping" and adding a incident to your cart does not fit. Additionally, on the other side, the ones receiving the details, sometimes get bombarded with several emails from the same ticket. And the email will not show details necessary to at least have an idea of what the ticket is about. One email with a general summary would be so helpful. Also, sometimes closing out the task does not close out the ritm and req numbers above. This should not be the case, as it takes digging to find it if it doesn't close. Lastly, clients or ticket requestors should not be able to change the date for for a ticket. This logic doesn't make sense as they usually have no idea how long it takes to repeat a task and sometimes they choose a past date and the ticket breaches. Review Source VR Verified Reviewer Sr. IT Analyst Financial Services Used the software for: 2+ years ### "Great ITIL software but performance is a huge issue" July 29, 2019 4.0 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 VR Verified Reviewer Systems Support Analyst, Sr - Educational Outreach and Student Services Higher Education Used the software for: 2+ years ### "ServiceNow Problem Management" December 18, 2018 4.0 Overall, a good platform, with lots of versatility and reporting options. Feels very heavy and slow from a user standpoint, and permissions management is awkward. Pros Good for ticket tracking and timelines. Ability to create dashboards for at-a-glance checks to confirm metrics . Ability to automate workflows and assignments. Cons Clunky and slow interface. Inability to hover over a ticket # and have pop-up summary (have to actually go into ticket to view any details). Review Source Abner J. CIO SOH (Service Operation Hub) Management Consulting Used the software for: 6-12 months ### "Service Now makes it simple" August 2, 2018 4.0 Pros I like the simplicity of this tool, everything is in there, whether you'recreating an incident ticket, requesting a change, or just a simple thing like requesting access to a monitoring tool you got it all in the same place. we switch from ITSM a year ago and i love it, my KPI's improved ever since I started using ServiceNow Cons Navigating this tool could be confusing when trying to search for a specific incident number, incident are separated by assigned and not assigned and it is all the same, search box takes spaces as characters even though there are no spaces in any of the types of tickets this tool generates, so when you copy and paste a ticket number be aware for spaces for better results. Review Source VR Verified Reviewer Project Manager Banking Used the software for: 2+ years ### "State of art problem management tool for technical teams" July 22, 2021 4.0 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 VR Verified Reviewer Senior Technical Analyst Information Technology and Services Used the software for: 2+ years ### "Just customize-able enough to break" September 11, 2018 4.0 Pros I like the customization and ease of use for the service desk. I also really enjoy the ability to combine with other help desks for SDAAS offerings. Cons Therein likes the real issue, the integration with other desks needs to be done well or it destabilizes the whole platform. Review Source Srishti K. Technical Leader Information Technology and Services Used the software for: 2+ years ### "Great Tool" June 12, 2019 5.0 Pros I have used various ITIL ticketing tool but this is the best & most advanced tool. Cons I love it as it's very user friendly. No complains. Review Source Aniket Z. Systems Integration Sr. Analyst Information Technology and Services Used the software for: 2+ years ### "ITIL SERVICENOW" October 30, 2018 4.0 Pros Leading software for Incident, problem and chnage management. Cons There are no real cons for this software.All is good. Review Source VS Vishal S. Analyst Used the software for: 2+ years ### "Very good Product" June 6, 2018 4.0 Pros Very good product. Feature rich, integration between different modules like incident, problem make things easier and convenient Cons Cost is higher when compared with some other IT Service Management solutions. Also better analytics and artificial intelligence features can justify the higher cost Review Source RK RoophaShree K. Associate Consultant Computer Software Used the software for: 6-12 months ### "Easy to use and most liked by all" February 8, 2018 5.0 Easy and user friendly, time saving. Anyone can use this software and there is no necessity that we need a prior knowledge on this. Over all this software made our work easier and faster. Pros Its an user friendly software and can be used by anyone. There is no need of particular experience required for using this software. Also helpful for all organisations Cons There is nothing least to tell about this software but the only thing I observed is to search for any incident sometimes its not so easy we get confused with it else its an awesome sotware Review Source VK Vivek K. Program Manager Used the software for: 2+ years ### "Excellent Product" November 7, 2017 5.0 Pros Ease of use is a big plus. Functionality is robust too - particularly linking a Problem to Change or Incident. Integration with content management piece where problem tickets of an area can be easily displayed is very useful, too. Cons Price could have been lower. i think there are products in the market that offer same functionalities with lower price. Review Source VK Vivek K. Used the software for: ### "Excellent Product" December 6, 2016 5.0 Problem management module in ServiceNow is an excellent software as a service solution. The out of box features of the tool provide functionalities that can satisfy requirements of the most of the organizations. It also provides links and relations with other Infrastructure Technology Infrastructure Library processes like incident management. Pros Robust solution. Excellent tool as well as business process functionalities. The ability to mark relationships with other ITIL processes like incident management really helps IT managers manage the availability of their IT environment very well. Cons License fee can be prohibitive, specially for small medium business enterprises Review Source GM Galateya M. Executive Administrative Assistant Computer & Network Security Used the software for: 6-12 months ### "Positive Review for ServiceNow Problem Management " October 3, 2024 5.0 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 JD Jim D. Project Manager Information Technology and Services Used the software for: 2+ years ### "Workflow friendly interface" January 9, 2018 5.0 The easy of use, customizable UI, the ability to create and schedule a vast amount of scheduled reports for management on incident, problem, and change management. How easy it is to access the data from a mobile device and make updates. Pros How easy it is to customize the workflow and generate scheduled reports. I like the responsiveness of the customer and technical support, which I did not have to contact much. The updates and patches were very easy to implement. The risk and impact were minimal if any because we loaded the new version in our dev/test environment. If we did need to rollback the changes were transparent to the end-users. Our account executive was very responsive and could direct us to the extensive online knowledgebase that included comments and blogs from existing customers. At one company we migrated data from SalesForce into SN without any loss of data. After we completed import of the data from SalesForce, we found a 3rd party link to synch any new changes from SalesForce into SN without missing any data. Cons If I had to list one area of improvement is the cost. You do pay for what you get. At one company I worked at, we had an aggressive timeline to implement SN into our existing IT environment. The professional services group that came in and planned the implementation and testing phases to the exact phase gates. We were able to successfully implement SN in our production environment in a six-month time frame with the end-users, HR, facilities and alert notifications working as intended. I was impressed. The piece that needed improvement was having IT management decide on which components of SN to bring on board. Review Source GP Gaurav P. Manager Information Services Used the software for: 2+ years ### "I think best tool available in the market for managing daily operations" September 24, 2020 5.0 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 VR Verified Reviewer Manager, Information Security Hospital & Health Care Used the software for: 2+ years ### "The bread and butter of the ServiceNow family" April 5, 2019 5.0 Pros This is probably the most polished and robust application in the ServiceNow portfolio. Out of the box even without customization its all there as far as features and functionality Cons Would be nice to have more "standard" settings defined by ServiceNow. Review Source VR Verified Reviewer Project Manager - Retail Quality Engineering @ Apple Computer Software Used the software for: 2+ years ### "Super Easy Workflow Definition, Problem Management Processes to get started." December 4, 2018 4.0 Pros The Readymade workflows that can be applied to most of the general problem management usecases. Cons The UI can be mouch more intutive. Display of History is not great Review Source DP David P. Scrum Master Financial Services Used the software for: 2+ years ### "Visibility and accuracy; that's what you'll get" August 16, 2022 5.0 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 RG Rites G. Consultant Information Technology and Services Used the software for: 2+ years ### "Review for Servicenow" August 8, 2019 5.0 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 VR Verified Reviewer ICT Service Desk Analyst Government Administration Used the software for: 6-12 months ### "Great software for problem management in a large organisation with multiple teams" August 5, 2018 4.0 Pros I liked that filters could be customised to liking and added to a 'favourite' icon on the left hand side bar of service now. I liked the incident matching feature as well as the related/child/parent relationships that could be made in order to determine the level of impact a particular problem was having on the organisation. Cons I disliked the fact that templates could not be reordered. Review Source VR Verified Reviewer Technology Architect Legal Services Used the software for: 2+ years ### "Easy to generate workflow reports" February 6, 2019 4.0 It is easy to use software and does provide capability to produce big scheduled reports. The cost can be on a little minus side. Pros Time to market was relatively quicker. We were able to move from the older product to service within 8-9 months time period. Given that we had a lot of migrate and educate, I would say it was great achievement Cons Its bookmarking feature, the ability to find resources are not easily bookmark-able. Review Source SA Sara A. Senior Project Manager Financial Services Used the software for: 2+ years ### "Ticket Issusing for support queires - simple but company implementation not great" June 24, 2019 5.0 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 VR Verified Reviewer Business Architect Used the software for: 2+ years ### "Servicenow is a comprehensive platform for managing and streamlining IT support." May 21, 2018 4.0 Cost management Create internal/operational efficiencies Improve business process outcomes Improve compliance & risk management Pros Optimizes internal/operational efficiencies. Improves compliance, risk management and business process outcomes. Cons The Quality end-user training material can be improved. Peer user community needs more maturity and growth. 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