# Page 2 | ServiceNow Problem Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 2 - 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

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ServiceNow Problem Management

4.4 (42)

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Last updated March 13th, 2026

# Page 2 - Reviews of ServiceNow Problem Management

## Showing most helpful reviews

Showing 26-42 of 42 Reviews

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Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

SC

Santosh C.  
Technical Lead  
  
Used the software for: 2+ years

### "Very good application with so many features to track & report the incidents,problems in the project"

July 18, 2017

5.0

Pros

Perfectly suitable for ITIL process of implementing incident/problem/change/workgroup/Knowledge management processes for the projects to track, identify and fix the issues. Capturing the details of the service request/incident/change is very good. Setting up Paging/Alerting is another useful feature to keep track of the things.

Cons

Huge application, takes time to load sometimes, tons of features and is a costly application which only major organizations are using it.

Review Source

VR

Verified Reviewer  
Performance Manager III  
Financial Services  
Used the software for: 2+ years

### "SNOW tickets are often the bottleneck for inaccurate problem classification"

March 4, 2019

3.0

Generally Works for tenacious users, most of the time. Has a steep learning curve. Keep your patience and soon you may get the hang of it

Pros

Has a lot of options to describe problem categories (too many!) Web based interface is intuitive and clutter free. Interaction possible with service provider including sending issue snapshots, or other file types

Cons

The categories of issues are not hierarchically designed and hence a lot of them are very confusing. Tickets get rejected due to incorrect classification and there are no easy wizards to guide you through. The online help is atrocious and pretty much useless

Review Source

CP

Candice P.  
Sr. Consultant  
Computer Software  
Used the software for: 6-12 months

### "I worked as a consultant on a project already using ServiceNow"

November 9, 2017

4.0

The software was able to collect, organize and filter ticket data by issue level well then report to ensure that high priority issues were resolved in a timely manner.

Pros

I had ZERO training and navigated around without a single misstep. The fields, labels and buttons made it easy to predict where to go to accomplish what I needed to do. The organization was able to configure required fields and integrate rules for documentation as well.

Cons

The only things I didn't like had to do with the way the organization had to configure it according to policy.

Review Source

SD

SREEHARI D.  
software eningeer  
Information Technology and Services  
Used the software for: 2+ years

### "Good ticketing system"

November 28, 2020

4.0

Pros

Good ticketing system and easy case management

Cons

Customization is limited Go To Live is not easy

Review Source

VR

Verified Reviewer  
Arquiteto de infraestrutura  
  
Used the software for: 1-2 years

### "A professional tool. It works!"

January 7, 2018

4.0

It fitted very well in our environment. The price is high but you receive lots of help to your environment.

Pros

If you already tested other tools, you always have some stuff that you need and most don't have. Connect incidents to a problem. Here's the answer. And, extremely easy to use; Close a problem and all incidents related needed to be closed manually? No More; Lots of stuff to use. And most of them are ready to use in a real environment.

Cons

The license price and some customizations, that need to be done, usually and done by slow partners. The know, but it takes too much time.

Review Source

MJ

Mahavir J.  
Sr. Network Engineer  
Telecommunications  
Used the software for: 1-2 years

### "Service NOW INC/Problem management"

January 20, 2019

4.0

Overall it was good experience using this software, it was flexible which can be customized as per user needs.

Pros

This is very effective software, when it comes to Incident/Problem management, makes it easier for everyone to track things easier. This is customizable as per the user needs.

Cons

As far as this software is concerned did not see any flaw till now post using it for 2 years.

Review Source

VR

Verified Reviewer  
Software Engineer  
  
Used the software for: Less than 6 months

### "Awesome"

March 25, 2018

5.0

Ease of using this fully automated software.

Pros

Fully automated tool. it is very easy to use this software, work has been reduced so much because of this software.

Cons

I cant see help option easily in any page of the tool, apart from this i didn't find any other difficulty in this software.

Review Source

VR

Verified Reviewer  
customer service representative  
Banking  
Used the software for: 6-12 months

### "Efficient ticketing management"

July 22, 2021

5.0

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

EF

Emogene F.  
Avp  
  
Used the software for: 1-2 years

### "Deployed Problem management globally "

July 13, 2018

5.0

Pros

The problem management module allowed us to considate and manage a global process with centralized Problem management team.

Cons

Defining a new global process was time consuming, would be helpful if possible process scenarios were predefined - out of the box

Review Source

RN

REKHA N.  
Service level management  
Information Technology and Services  
Used the software for: 6-12 months

### "Service now Problem management"

March 16, 2019

5.0

Pros

Service now has designed the Problem management module to be in par with ITIL framework. It has autotrigger of PBI when a Sev1 is resolved. It allows customisation of this autotrigger of PBI ticket. The different stages of the problem record can be tagged and at every stage a notification is sent to the stake holdres and users.

Cons

It would have been good if it has more dteails for having proactive problem management. Also the for actions to be tracked, it would be great if auto notifications can be triggered on specific times to the action owner.

Review Source

Michael R.  
Tech Support - Customer Service  
Internet  
Used the software for: 2+ years

### "servicenow honest review"

January 16, 2019

5.0

Pros

i like how easy it is to submit and follow up on requests.

Cons

if im nitpicking, which i am, id say make it more user friendly. the truth is the interface is user friendly and the platform is very efficient!

Review Source

KTN

Krishna Teja N.  
Associate Production Engineer  
  
Used the software for: 6-12 months

### "Good tool "

May 10, 2018

5.0

Pros

Having features like alerting and status of online users. Sending the status of the ticket, tracking their corresponding progress is simply great.

Cons

The tool can be made even more user-friendly. API support is not very great. REST API can be simple, not such difficult.

Review Source

cM

chetna M.  
Analyst  
  
Used the software for: 1-2 years

### "excellent product"

November 23, 2017

5.0

Pros

Excellent product- - Categorization of problem tickets into different areas and severity is very good - Integration with items like known error or a bug across enterprise is excellent - Integration of this process with other processes is also very good like Incident to Problem

Cons

Cost might be too high, especially for smaller organizations. Also problem management is relatively new, especially when compared to incident, so more popups or help items might make the adoption easier

Review Source

KD

Kent D.  
Configuration Management / Document Control  
Defense & Space  
Used the software for: Less than 6 months

### "Service Now"

September 14, 2018

4.0

Pros

Excellent software to manage customer problems and updates. Ease of use for both End Item users and IT management and team members.

Cons

No real complaints so far. Very useful and user freiendly.

Review Source

AA

Andy A.  
Manager, IT Applications  
  
Used the software for: Less than 6 months

### "Still a struggle, despite a decent user interface"

May 18, 2017

3.0

Pros

The UI is pretty good, and I like the ability to relate so many incidents, work items, etc. to one another.

Cons

The tool take a LOT of training to learn how to use; despite copious amounts of data being available, that's part of the issue... there are copious amounts of data available!

Review Source

NS

Nakul S.  
IoT Product Manager  
  
Used the software for: 1-2 years

### "Good way to manage your service tickets"

April 11, 2018

3.0

Pros

ServiceNow is a highly customizable way to track and manage your tickets. The fact that it is end to end is very beneficial.

Cons

It is extremely customizable, and there lies the disadvantage also. For a small company, this may get a bit complex.

Review Source

GC

Glen C.  
Sr Technical Support Manager  
Computer Software  
Used the software for: Less than 6 months

### "New to service now but seems easy to use "

December 11, 2016

4.0

We just switched from Salesforce to ServiceNow for our help desk case management system. As a user, it is very easy to use.

Pros

Easy to learn and use.

Review Source

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