# Page 2 | ServiceNow IT Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is ServiceNow IT Service Management the right Knowledge 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/152874/ServiceNow-Knowledge-Management/reviews --- ServiceNow IT Service Management 4.5 (42) [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 May 7th, 2026 # Page 2 - Reviews of ServiceNow IT Service Management ## Showing most helpful reviews Showing 26-42 of 42 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 VR Verified Reviewer Manager Hospital & Health Care Used the software for: 2+ years ### "Easy to use once you get used to the lingo and how it works" December 25, 2020 5.0 Pros Easy to use, keep track of requests, and report on aging of tickets, etc. Cons A bit of a learning curve to use at first and how to build out forms, etc. Also reporting takes a bit to get used to but once you get the hang of it, its easy to replicate reports already created to modify with other information Review Source VR Verified Reviewer Sr. IT Analyst Financial Services Used the software for: 2+ years ### "Decent Product but not outstanding" July 29, 2019 3.0 It's true that this product helped lowering the Helpdesk call volume, it is what this product supposed to be and it is working as designed. However, I don't see this one particularly better than it's competitors. if your firm is a heaving ServiceNow clients, of course, you won't skip this module. Performance is an issue that need to be improved. Pros \- It does what a knowledge management supposed to be doing . - integrated with other ServiceNow modules well - with the help of this product, it did lower the helpdesk call volume. Cons \- pricey product and some implementation effort require - it's not a very very user friendly product. It's decent, but not great - Performance is an issue as with other ServiceNow modules. Review Source Antonio A. ITSM Specialist Used the software for: 6-12 months ### "ServiceNow CIS" February 26, 2018 5.0 The deployment of this application for End User through the Service Portal and to the Support Staff with the Knowledge application or with the Integration available in Incident, Problem or Change, helps the entire organization to save time and money on some specific issues that can be handled by the use of the articles configured and categorized in the Applicaction. Pros Application Integrated to the main ITSM application like Incident, Problem or Change. Available through the Service Portal for the End User. Very easy process to deploy articles in different formats and through differents workflows process. 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 VR Verified Reviewer Business advisor Apparel & Fashion Used the software for: 1-2 years ### "Excellent tool for It asset and incident management" December 29, 2022 5.0 Pros Service now management is very flexible and user friendly to use and its features are great to use by ir professionals for different interfaces to handle any request raised by different systems . Its knowledge database is utilisable in ways in order of different issues tackle . Cons It's only discomfort or disadvantage i felt is navigation doesnt work properly in important options in user interface. Apart from that nothing else is defectable. Review Source GG Garima G. Data Analyst Automotive Used the software for: 6-12 months ### " An awesome ITSM Tool Plus with a lot more functionality" December 26, 2019 5.0 It is a good tool for ITIL management. We use it to create tickets for troubleshooting the issues that our client face. Pros In our organization, we use this tool for managing our IT Infrastructure/ ITIL processes . We use it for the following purposes: - Problem Management, Service Catalog , Request Fulfillment,Configuration Management, Change Management Incident Management and Customer Self Service . Cons It is a great tool but may not work best with all the browsers. It has some display issues with certain browsers. Review Source VR Verified Reviewer Service Desk Engineer Consumer Goods Used the software for: 1-2 years ### "Best knowledge base software I've used" January 30, 2019 5.0 Have used several programs to store knowledge base articles and having them stored on ServiceNow has been the best experience team and use wise. Pros Easy to upload, customize and filter search results/KB articles Cons not much, there could be more skin options if the default options aren't suitable Review Source VR Verified Reviewer Electrical Engineer ll Used the software for: 1-2 years ### "Easy answer to questions" May 19, 2018 5.0 Pros easy to use, most of the topics already answered, there are categories for easy access to different topics Cons not that easy to navigate topics, more categories of topics can be helpful in looking for a specific question Review Source Jon T. Delivery and Support Engineer Automotive Used the software for: Less than 6 months ### "It is ok... but it could be better" August 23, 2018 4.0 We use it for software requests, new hardware requests, knowledge base, asset management/inventory, and many other things. Pros I like how versatile the software is and it ability to be customized to meet our needs. Cons It is slow. With the number of users we have using it it is incredibly slow to process our orchestration tasks. 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 Anthony M. Desktop Support Engineer Information Technology and Services Used the software for: Less than 6 months ### "Best ITSM if you want to switch to ServiceNow" June 7, 2023 4.0 Pros Simple, powerful, strong features, and easy to learn Cons SaaS is only cloud solution that is offered. Review Source VR Verified Reviewer HR Strategist, Talent Assessor and Development Coach Government Administration Used the software for: Less than 6 months ### "Service Now is top quartile!" November 27, 2018 5.0 Managing Cases and having great analytics and data to show where the team is spending its time and on which topics. It allows us to re-educate clients where volume is high. Pros Integration with other functional areas in the company: IT, HR, Finance. Dashboard reporting on volumes and topics Individual output Cons It’s expensive compared to others but has also been around longer and has more functionality than some Review Source BC Brandy C. Systems Analyst Automotive Used the software for: Less than 6 months ### "Great Product" November 24, 2020 5.0 Great tool for sharing knowledge on various different systems and platforms (especially for legacy systems). Pros Very easy to learn and adapt to a high paced manufacturing environment. Also a great reference tool! Cons Since our corporate office purchased the product, we don't know the exact cost, but have learned that it is very expensive per person. Alternatives considered [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/) 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 VK Vivek K. Used the software for: ### "Excellent Product " December 14, 2016 5.0 Knowledge management module in Service Now is amazing Product. Integration with other modules like problem management means that any known error can be directly published as a knowledge article. There is robust review process also before a knowledge article is published. 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 Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.