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

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

Source: https://www.capterra.com/p/152874/ServiceNow-IT-Service-Management

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# 

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

Last updated on February 15, 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 IT Service Management

## What is ServiceNow IT Service Management?

Grow your business without breaking the bank by delivering ServiceNow IT Service Management on a single cloud platform that enables collaboration and smart data-driven decision making. Unburden IT staff by over 50% and boost IT productivity with fast AI-powered resolutions. Empower the new hybrid workforce and improve employee satisfaction by 95% with always-on IT services and 24x7 self-service on any device.

## What is ServiceNow IT Service Management used for?

[Knowledge Management](https://www.capterra.com/knowledge-management-software/)[IT Service](https://www.capterra.com/it-service-software/)[Help Desk](https://www.capterra.com/help-desk-software/)

Overall rating

Based on 41 user reviews

Reviews sentiment

Positive

93%

Neutral

7%

Negative

0%

Contact vendor  
for pricing

Free trial  
not available

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## 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 IT Service Management

4.5 (41)

VS.

[4.4 (4,070)](https://www.capterra.com/p/164283/Zendesk/reviews/)

Starting Price

Contact vendor

Starting Price

$39

Per User, Per Month

Free Trial

Free Version

Pricing Options

Free Trial

Free Version

Ease Of Use

4.3 (41)

Ease Of Use

4.3 (3,594)

Value For Money

4.1 (30)

Value For Money

4.2 (2,648)

Customer Service

4.5 (34)

Customer Service

4.3 (2,758)

## ServiceNow IT Service Management alternatives

[4.5 (3,407)](https://www.capterra.com/p/124981/Freshdesk/reviews/)

Starting price

$19.00

Per User, Per Month

Highest Rated

[4.7 (1,753)](https://www.capterra.com/p/102188/LiveAgent/reviews/)

Starting price

$15.00

Per User, Per Month

[4.5 (683)](https://www.capterra.com/p/132997/Freshservice/reviews/)

Starting price

$29.00

Per User, Per Month

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

Starting price

$20.00

Per User, Per Month

[View all alternatives](https://www.capterra.com/p/152874/ServiceNow-Knowledge-Management/alternatives/)

## Features

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

Self Service Portal

4.3 (13)

69.23% of 13 reviewers that rated this feature as important or highly important

Online portal through which end users can access the system, manage tasks, or obtain information

Access Controls/Permissions

4.5 (11)

81.82% of 11 reviewers that rated this feature as important or highly important

Define levels of authorization for access to specific files or systems

Knowledge Base Management

4.7 (11)

81.82% of 11 reviewers that rated this feature as important or highly important

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Ticket Management

4.3 (8)

87.50% of 8 reviewers that rated this feature as important or highly important

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

Catalog Management

4.7 (7)

42.86% of 7 reviewers that rated this feature as important or highly important

Create and manage digital catalog of products/services with their details, specifications, and price

Collaboration Tools

4.6 (7)

42.86% of 7 reviewers that rated this feature as important or highly important

Provides a channel for team members to share media files, communicate, and work together

ServiceNow IT Service Management 16 features

Define levels of authorization for access to specific files or systems

Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle

Create and manage digital catalog of products/services with their details, specifications, and price

Track and monitor efficient handling of all changes/transitions

Provides a channel for team members to share media files, communicate, and work together

Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving

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

Tools that provide relevant information at specific times to support judgments and courses of action

Managing service requests, incidents, IT issues & support with a ticketing system

Manage and track all disruptions and incidents

Managing inventories and tracking changes to hardware and software configurations

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

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

Identify and solve underlying cause of incident(s), and prevent future incidents from occurring

Online portal through which end users can access the system, manage tasks, or obtain information

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

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Features

4.6 (41)

4.6

Based on 41 reviews

## Pricing

Value for money

4.1 (30)

### Starting price

Contact vendor  
for pricing

Free trial  
not available

Value for money

4.1 (30)

4.1

Based on 30 reviews

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## Support, customer service and training options

Customer Service

4.5 (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

4.5 (34)

4.5

Based on 34 reviews

## User reviews

Overall rating

4.5

Based on 41 reviews

Filter by rating

5(23)

4(15)

3(3)

2(0)

1(0)

Mentioned topic

Sorted by most recent

AU

Anonymous User

App Developer

Information Technology and Services

### "Efficient IT Workflows with Steep Learning Curve"

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

February 26, 2026

Overall, ServiceNow ITSM streamlines IT workflows effectively, though complexity and setup can be challenging for new users.

Pros

I loved ServiceNow ITSM’s ability to streamline IT workflows, automate tasks, and provide clear visibility across all service requests.

Cons

The interface can feel complex, and setup or customization often requires significant time and technical expertise.

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.

VS

Vaibhav S.

Observability Emgineer

Oil & Energy

### "The holy grail of ITIL"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

4.0

4.0

Likelihood to Recommend

9/10

December 29, 2025

Being an Observability engineer, there is lot of collaboration that goes on with your ITSM platform to deliver value to the business. ServiceNow truly deserves to be the market leader as it provides you with the one stop solution for all your ITIL processes. Easy to integrate and implement with all ecosystems.

Pros

Ease of Use is the biggest pro I see after having used other ITSM tools in the past. It gels naturally with the tech stack of all enterprises, big or small. The holy grail of CI, Change, Incident and knowledge, all at one place.

Cons

Not so many cons though but would like to call out few that I would expect to get addressed in future releases. There isn't much visibility into ServiceNow instance's own health and performance. Further there is Snow status page that can be publicly accessible.

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.

CH

Constantine H.

Associate

Law Practice

### "C. Hadjipateras"

4.0

Overall Rating

4.0

4.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

7/10

November 25, 2025

Good. It has integrated seamlessly into my workplace and has never presented any problems that I am aware of.

Pros

I hardly notice its usage, which I feel like is what I would want for the role it plays in my work - i.e. as a helpdesk tool only used when I have an IT or other issue needing attention.

Cons

It sends multiple emails for each ticket, even if the issue is promptly resolved, so can clutter your inbox.

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.

KG

Kregg G.

IT Service Manager

Hospital & Health Care

### "ServiceNow IT Service Management is a Highly Customizable and Scalable Solution for IT Delivery and Support"

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

10/10

November 12, 2025

I am an IT Service Manager at a Managed Service Provider. I currently work within ServiceNow IT Management on a daily basis to provide IT service delivery and support to multiple, large scale clients. I have used ServiceNow IT Service Management for over ten years, including time as a ServiceNow platform manager.

Pros

ServiceNow IT Service Management provides the core functions necessary to provide support for IT services and users. It provides Service Desk functionality, including incident and request ticketing and management, and IT change records and management. The product is generally easy to use for technical resources in its native format, and highly easy to use for end-users via forms. It is highly functional out of the box, and highly customizable if complex workflows are required. ServiceNow provides AI functionality in its chat features, and can connect a user to a live chat with a Service Desk agent. Document sharing is enabled, with the ability to attach documents to forms and also create and publish knowledge documents for use by IT resources and end-users. Bug and issue tracking is available through a known errors database that can be referenced by IT resources when addressing customer issues. Basic and advanced reporting is available. Non or semi-technical users can create form and basic workflow via low code options. Advanced and technical users can create and/or code extensive, custom workflows to address any organizational need. ServiceNow IT Service Management scales well for high-volume IT support environments.

Cons

ServiceNow IT Service Management is an expensive solution. Typical annual cost for medium to large size organizations is $1.5MM to $2MM. Advanced use of the solution requires the availability of developers familiar with the modules or implementations that are in-scope in order to properly code and maintain the advanced configurations. Full time resources are costly; outsourced development by ServiceNow certified partners also comes at an additional cost, which varies by number of hours per year of usage. ServiceNow IT Service Management is cost and resource prohibitive for small IT organizations.

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.

KP

Katrina P.

IT Analyst

Information Technology and Services

### "Service Now Review"

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

November 10, 2025

I have had a great experience with Service Now so far and provides a lot of convenient features and add on's

Pros

It is an easy to use platform and allows you to quickly manage your tickets and respond to customers. It also has great support.

Cons

The integration with AI is a bonus feature. It would be nice to be able to utilize this feature more fully.

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.

TM

Terry M.

Senior Analyst

Mining & Metals

### "need better message function after a ticket is raised"

3.0

Overall Rating

3.0

3.0

Ease of Use

4.0

4.0

Features

2.0

2.0

Customer Service

0.0

0.0

Likelihood to Recommend

5/10

April 12, 2025

Pros

the ticket management system is very similar to our previous system

Cons

the message function is not very well designed, i would prefer something similar to teams or slack which i can attach a screenshot and message below

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.

FL

Franko L.

Analista de Sistemas

Higher Education

### "Aplicacion excelente para Servicios de TI"

4.0

Overall Rating

4.0

4.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

9/10

October 22, 2024

Un software de alta calidad con respuesta rápida, completamente personalizable y que se adapta perfectamente a un entorno enfocado en ofrecer servicios TI, necesario para el departamento de Tecnologías de la Información.

Pros

El sistema de gestión Service Now es muy flexible y fácil de usar, y ofrece una serie de funciones que resultan especialmente beneficiosas para los profesionales de TI a la hora de gestionar solicitudes de diversos sistemas. Su base de datos de conocimientos puede utilizarse de diversas maneras para abordar diferentes problemas.

Cons

El único problema que he detectado es el mal funcionamiento del sistema de navegación, que impide al usuario acceder a funciones cruciales dentro de la interfaz de usuario. Aparte de esto, el producto no presenta ningún otro defecto.

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.

Joshua O.

Team Lead System Administrator

Information Technology and Services

### "Managing your IT service all in one place"

4.0

Overall Rating

4.0

4.0

Ease of Use

3.0

3.0

Features

4.0

4.0

Customer Service

3.0

3.0

Likelihood to Recommend

8/10

September 26, 2024

fair enough, I have had a fair experience using it. However not as great as Autotask

Pros

User-friendly and easy to use, it can be integrated with PagerDuty to send Priority One alerts that require immediate response.

Cons

The branding to popx.service-now.com where you can customize your service look too complex and not user friendly as the usual default ServiceNow front end.

Switched from

[Autotask PSA](https://www.capterra.com/p/223239/Autotask-PSA/)

The management decision made us switch to Service Now

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.

ZW

Zbigniew W.

System owner

Building Materials

### "Easy in use for daily operations"

4.0

Overall Rating

4.0

4.0

Ease of Use

4.0

4.0

Features

5.0

5.0

Customer Service

4.0

4.0

Likelihood to Recommend

8/10

July 23, 2024

Pros

It is easy in use, it gives you stability and expected functionality.

Cons

poor graphic design, help menu is not enough, it is quite expensive

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.

Ariel U.

IT Manager

Food & Beverages

### "Very attractive Incidents/ Requests management tool for IT Operations."

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

4.0

4.0

Customer Service

4.0

4.0

Likelihood to Recommend

8/10

May 8, 2024

It is a very useful tool for professional incidents/ requests creation and management.

Pros

The multi-profile access, the simple and friendly user interface, the option to customize the layout and fields (like urgency, impact,...). Easy for users to add comments and files associated with the Incident. Simple for Service Desk representatives to transfer the Request/ Incident to other IT teams.

Cons

When having multiple SN instances for different purposes (like one for HR, one for IT,...) it might be a bit cumbersome to know "where you are". If possible, it would be great to come up with a single 'entry door' for all company-wide incident/ request types and then, from there, select the 'master ticket type' you'd like to raise (IT, HR,...)

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/152874/ServiceNow-Knowledge-Management/reviews/)

Popular comparisons

[Zendesk Suite vs ServiceNow IT Service Management](https://www.capterra.com/compare/152874-164283/ServiceNow-Knowledge-Management-vs-Zendesk)

[Freshdesk vs ServiceNow IT Service Management](https://www.capterra.com/compare/124981-152874/Freshdesk-vs-ServiceNow-Knowledge-Management) 

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