# ServiceNow IT Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is ServiceNow IT Service Management the right Knowledge Management solution for you? Explore 41 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/152874/ServiceNow-Knowledge-Management/reviews --- ServiceNow IT Service Management 4.5 (41) [View alternatives](https://www.capterra.com/p/152874/ServiceNow-Knowledge-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 February 15th, 2026 # Reviews of ServiceNow IT Service Management Ease of use 4.3 Customer Service 4.5 ## Pros and Cons in Reviews Ken R App DeveloperInformation Technology and Services, 10,001+ employeesUsed the software for: 1-2 years. “Overall, ServiceNow ITSM streamlines IT workflows effectively, though complexity and setup can be challenging for new users.“ February 26, 2026 KG Kregg G IT Service ManagerHospital & Health Care, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “The product is generally easy to use for technical resources in its native format, and highly easy to use for end-users via forms.“ November 12, 2025 Joshua O Team Lead System AdministratorInformation Technology and Services, 51 - 200 employeesUsed the software for: 6-12 months. “User-friendly and easy to use, it can be integrated with PagerDuty to send Priority One alerts that require immediate response.“ September 26, 2024 Aditya B Tech support associateInformation Technology and Services, 10,001+ employeesUsed the software for: Less than 6 months. “In company to our previous ticketing tool, Service Now feels really quick, has a easy to use and navigate UI and is definitely faster and better.“ January 8, 2023 ## Showing most helpful reviews Showing 1-25 of 41 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Joshua O. Team Lead System Administrator Information Technology and Services Used the software for: 6-12 months ### "Managing your IT service all in one place" September 26, 2024 4.0 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 KG Kregg G. IT Service Manager Hospital & Health Care Used the software for: 2+ years ### "ServiceNow IT Service Management is a Highly Customizable and Scalable Solution for IT Delivery and Support" November 12, 2025 5.0 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 VR Verified Reviewer App Developer Information Technology and Services Used the software for: 1-2 years ### "Efficient IT Workflows with Steep Learning Curve" February 26, 2026 4.0 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 TM Terry M. Senior Analyst Mining & Metals Used the software for: 2+ years ### "need better message function after a ticket is raised" April 12, 2025 3.0 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 VS Vaibhav S. Observability Emgineer Oil & Energy Used the software for: 2+ years ### "The holy grail of ITIL" December 29, 2025 5.0 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 CH Constantine H. Associate Law Practice Used the software for: 2+ years ### "C. Hadjipateras" November 25, 2025 4.0 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 KP Katrina P. IT Analyst Information Technology and Services Used the software for: 2+ years ### "Service Now Review" November 10, 2025 5.0 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 Ariel U. IT Manager Food & Beverages Used the software for: 2+ years ### "Very attractive Incidents/ Requests management tool for IT Operations." May 8, 2024 5.0 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 Meraz H. Assistant Manager Information Technology and Services Used the software for: 2+ years ### ""Completely all that is required to be an outstanding knowledge management system"" May 24, 2022 4.0 Not only does it keep all of our team's knowledge in one place and make it easy to share, but it is also a good tool for ITIL management. We use it to make tickets for our client's problems so that we can fix them. Very simple to use and change. The history of versions is easy to find. The ability to use different knowledge bases for different parts of a company. Pros Customers and workers can get better rates when they use self-service. Machine learning can help agents learn more about their surroundings, which can make them more productive. Work with the Service Portal Customers and employees can use the Service Portal to search, browse, and look at knowledge from their computers or mobile devices. To get insights, you need to know something. Automated machine learning can automatically find knowledge gaps, show them visually, and assign them to authors to fill. This will make self-service and solving problems easier. Making knowledge that fits the situation Agents and employees can make knowledge more useful by being able to record knowledge articles while doing work processes like incident or case management. These knowledge bases have articles that tell users how to do things like help themselves, fix problems, and finish tasks. Knowledge Management helps with creating, putting articles into groups, reviewing, and approving them. Users can search for articles, look through them, and also give feedback. Cons The cost is very high, it needs a lot of customization and training.Performance is sometimes a problem, just like it is with other ServiceNow modules. Review Source Aditya B. Tech support associate Information Technology and Services Used the software for: Less than 6 months ### "Must use for IT help desks" January 8, 2023 5.0 The best one yet for a Call process related department like mine. We have been using it now since some months after migrating from another platform.In company to our previous ticketing tool, Service Now feels really quick, has a easy to use and navigate UI and is definitely faster and better. The last one we used had several hiccups, there were troubles while saving tickets or assigning it to some other team which lead to missing our deadlines on attending the tickets. however, ServiceNow support is also really helpful in case of any little downtimes or issues over the platform. Hands down to the best tool we've used till now. Pros Easy to use Good UI and one can easily adapt and understand this.Support team is helpful in case of any troubles or hiccups. Cons none as of now, at times there were errors in connectivity but it was resolved very quickly Review Source PB Piyush B. Senior Research Associate Information Technology and Services Used the software for: 1-2 years ### "Best ITSM tool" March 9, 2023 5.0 Pros Easy to track incidents, SRs. Very user friendly environment. Reports and analytics are good Cons Control is very less on the tool for the admin Review Source GY George Y. dba Venture Capital & Private Equity Used the software for: 6-12 months ### "Good Knowledge management" January 26, 2021 4.0 it helps centralized out team knowledges into one place and keep knowledge sharing easy. Pros we use it to storage our troubleshooting findings and shared notes among colleagues, it is a handy tools to accomplish that. Cons performance becomes an issue as data volume grows, some times it takes a lot of patience to navigate through the applications. Review Source JS Jefferey S. Used the software for: ### "Good module in great suite" October 4, 2016 4.0 We went live with Servicenow (Incident, Problem, Knowledge) three years ago, and we haven't looked back since. The tool is highly extensible, performance is solid, and the account team are rock stars. In terms of knowledge management there are, admittedly, stronger tools out there for use. However, if you are investing in Servicenow, you will be satisfied with the knowledge experience., Pros Performance, features, company. Cons A bit pricey for the whole suite unless you negotiate hard. Review Source MD MARCO D. Regional Sales Investment Management Used the software for: Less than 6 months ### "SN review" September 12, 2019 4.0 Interface very friendly, it's very expensive, require training Pros Interface it's nice, you can integrate it with other tool if you know how to do it, anyhow it's quite easy to find information Cons The cost, it's very expensive, it require lots of customization and training, project of implementation could be very long Review Source FL Franko L. Analista de Sistemas Higher Education Used the software for: 2+ years ### "Aplicacion excelente para Servicios de TI" October 22, 2024 4.0 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 ZW Zbigniew W. System owner Building Materials Used the software for: 1-2 years ### "Easy in use for daily operations" July 23, 2024 4.0 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 VC Victoria C. Digital Support Admin Telecommunications Used the software for: 2+ years ### "ServiceNow IT Service Management" March 4, 2023 4.0 Keep track of customer issues.Decision making on issues that are logged alot.Customer service is simplied. Pros The application allows customer service agents to log incident to support teams incase they are unable to resolve upon being contacted. This ease follow up for the next advisor incase the customer is back.It has a knowledge base part were by you can read about different the available services and how to resolve.Support teams are able to provide resolutions and indicate the work done in resolutions.You can also priotize the serenity of the issue, you can log a critical one as an S1 and it's given fast attention by the support team Cons There's nothing i dislike about ServiceNow. Review Source PS Prasad S. ServiceNow Developer Information Technology and Services Used the software for: 2+ years ### "ServiceNow ITSM Review" February 14, 2023 5.0 Pros Management modules for incidents, problems, changes, and service requests are included in a comprehensive ITSM solution.The high degree of adaptability and configuration, enables enterprises to customize the solution to their particular requirements.Powerful reporting and analytics tools to track and enhance service delivery.Automation and seamless workflows are made possible by integration with other systems and apps.A centralized view of all service-related operations and a single system of record for IT service management activities. Cons Because of the platform's complexity, the learning curves for administration and users are high.Costs of implementation and maintenance may be significant, particularly for smaller businesses. Reason for choosing ServiceNow IT Service Management Due to its extensive feature set, flexibility, ability to integrate, and status as a market leader in IT service management. Review Source VR Verified Reviewer Analyst Insurance Used the software for: 2+ years ### "ServiceNow Ticketing System review" February 13, 2021 3.0 A nice piece of software that has ultra-quick response times, is fully customizable, and integrates well into an environment that is focused on service delivery. An absolute must for your IT department. Pros I wish I could provide a better review for this software, as streamlined as it is, there are definitely some features missing. I love the fact that you are able to customize multiple homepages and the number of widgets and customizations that you can add to each, covers all of your ITSM needs. Cons The search feature is lacking, in that, I wish it would maintain a better structure when trying to filter the results for better visibility. Outlook integration would also be an added bonus to a future release. Much frustration could be avoided knowing that the person you are trying to interact with in a ticket, is actually in the office. Review Source VR Verified Reviewer System Administrator Civil Engineering Used the software for: 2+ years ### "Good Product and a must have in company" August 10, 2021 5.0 Pros Once setup properly, easy to use. Best to use with SNow Incident Management. Cons Search is not great sometimes, other than that its working well for us. Review Source sK siva K. Applications Manager Used the software for: 2+ years ### "Self Service Knowledge Management par excellence" April 30, 2018 4.0 Pros I manage an IT Support team.With the ServiceNow knowledge management we reduced the number of IT tickets by 30 percent. Each time IT helpdesk resolves a ticket, we publish the solution on ServiceNow Knowledge Management. We provide the error codes, keywords in the article, such that when an end user searches for it, the solution is displayed readily saving time and effort. We spent good time in publishing the solutions for frequent issues on this tool and users started to resolve the issues themselves by following the published solutions. This tool has increased customer satisfaction and saved money. Before this tool, Helpdesk team was dependent on one person for everything as this person has all the knowledge. As we documented most of the issues and their solutions, the knowledge got democratized and person dependency and risk reduced. Instead of firefighting frequent issues, our helpdesk got time to do root cause analysis for complex issues and find solutions. Cons The product can be more user friendly and intuitive. Knowledge can be organized in a better way. Tool can be made faster. Review Source Marlone F. Help Desk Information Technology and Services Used the software for: 2+ years ### "Service Now is both learning-curve and feature heavy" December 5, 2019 5.0 Service Now allows us to precisely itemize issues we see at the help desk and report back more efficiently and accurately. Pros Service Now is truly a robust, fully featured managed solution, in the mold of Joomla. It has more bells and whistles than can be absorbed in one sitting, and can truly revolutionize a companies reporting and data collection. Cons The platform is NOT novice friendly. It has a complexity that does not lend itself to weekend-warriors. Training and support is highly recommended for mastery. Review Source DL Duaha L. IT Field Service Technician Renewables & Environment Used the software for: 2+ years ### "Service Now Review" January 29, 2019 5.0 All I can say is, I really enjoyed ServiceNow. Definitely recommended. Pros I really enjoyed the fact that KB articles could be shared globally. I have created a handful of them that were used all across EMEA as well as the US. I also really like how closing out a ticket can automatically open another for different teams. For example, when the Security team closes out of their account creation ticket, it opens another for the hardware team to build the user's computer and once that's closed it will open another to deploy the equipment. It keeps the workflowing moving until everything is complete. Cons I don't think there were any cons I found about ServiceNow. I have now moved to a new workplace and have tried to propose to them the benefits of implementing ServiceNow to our Foundation, however we are nonprofit and do not have the budget for ServiceNow. Review Source VR Verified Reviewer Technical Architect Computer Software Used the software for: 2+ years ### "Very Effective Change and Release Management" December 4, 2019 5.0 We had a lot of spreadsheet based project activities prior to utilizing service now. We are now organized with everything on a central platform Pros Very structured. I liked the way you can link your change requests to your change tasks. You can assign tasks to individual users and the best thing is that you have one place for all your Project activities Cons It can be enhanced for reporting. More Analytic tools can be added Review Source Ashish S. Associate Consultant Information Technology and Services Used the software for: 2+ years ### "Service now -ITISM" May 15, 2019 5.0 Created ticket for the user issue and resolved by support team Created report for easy purpose of the user Pros To create multiple kind of ticket on the basis of our requirement like incident ,request ,catalog task ,service task Also yo create the report with the help of SQL squery Cons It would go on sleep.mode if not using continuously for trial version Review Source Similar Products Featured