--- title: "ServiceNow IT Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is ServiceNow IT Service Management the right Knowledge Management solution for you? Explore 84 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/152874/ServiceNow-Knowledge-Management/reviews/" page_type: "reviews" language: "en" publication_date: "2026-11-03" --- ServiceNow IT Service Management 4.4 (87) [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 November 3rd, 2026 # Reviews of ServiceNow IT Service Management Ease of use 4.1 Customer Service 4.3 ## Pros and Cons in Reviews EA Elizabeth A Systems AdministratorHigher Education, 51 - 200 employeesUsed the software for: Less than 6 months. “ServiceNow is a highly capable platform that helps to maintain a well-organized and structured technical support environment within our University.“ July 5, 2026 JH Julia H Administrative AssistantHospital & Health Care, 10,001+ employeesUsed the software for: More than 2 years. “It is difficult to look up a project if you don't have the project number assigned to it.“ May 1, 2026 EA Elizabeth A Systems AdministratorHigher Education, 51 - 200 employeesUsed the software for: Less than 6 months. “It intelligently seamlessly integrates our student helpdesk with our back end infrastructure teams.“ July 5, 2026 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 ## Showing most helpful reviews Showing 1-25 of 87 available reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use RC Ross C. ### "it's ITSM" November 6, 2026 3.5 Pure consultant, so it solves client's needs Pros ServiceNow's foundation and it's still king. Cons Licencing costs are high and that's a bumber Review Source Muhammad A. Software Specialist Used the software for: Less than 1 year ### "Solid Ticket Management With Minor Live Chat Issues." September 23, 2026 4.0 ServiceNow IT Service Management is a solid capable option for running IT services at scale. Ticket management is strongest for tailoring assignment rules, handling requests, incidents and escalate them to IT teams to manage cleanly with visibility. Performance and speed is fast at glance pages load quickly frequent updates are done regularly. It can change structured workflows at cloud which centralize the whole IT incidents. Pros I like Ticket Management feature most in ServiceNow IT because in it workflows are clear and help to escalate and close running tickets without chasing on third party apps. The interface is very efficient to navigate once we start using it we can update tickets quickly. When we running an issue with the configuration Customer Support is a solid helpful option for us and respond timely which is very useful. Prices are not economical but the control process and visibility we get around our IT environment about incidents and service request worth value for money. Cons Sometimes we need quick help Live Chat often slow to connect and the responses let us feel bit scripted and sometimes I have to end the live chat after waiting so long for the response. Review Source yifeng Y. IT developer and Administrator Used the software for: 1-3 years ### "Software Engineer" July 14, 2026 5.0 My VPN access, account setup, device setup..., easy to send the request and get the response and approval back so fast Pros Easy to use, good for reporting the service request with notification. I like the approval and notification features Cons Not much. May can show the request and approval steps, show this history log in a diagram of chained logs Review Source EA Elizabeth A. Systems Administrator Used the software for: Less than 1 year ### " Great Central Hub for All IT Support" July 6, 2026 5.0 ServiceNow is a highly capable platform that helps to maintain a well-organized and structured technical support environment within our University. It intelligently seamlessly integrates our student helpdesk with our back end infrastructure teams. Pros Everything from requests to students' tech to asset tracking and server change requests are all managed from one dashboard. The automation rules allow incoming tickets on the campus to be routed to the appropriate IT team the moment they are created, saving us hours of manual sorting. Cons The system configuration interface is very sophisticated and has to be mastered in order to change the basic workflows. Review Source R Reviewer Administrative Assistant Used the software for: 3-5 years ### "ServiceNow IT Service Management" May 7, 2026 4.0 Overall, I like ServiceNow. I use it daily to submit projects that will later be approved and moved over Oracle. I like it more than Oracle. Pros I find ServiceNow easier to navigate than other software. I use it for submitting IT tickets and project requests. Cons It is difficult to look up a project if you don't have the project number assigned to it. Submitting general IT ticket are easy but not if requesting access. Review Source Verified Reviewer App Developer Used the software for: 1-3 years ### "Efficient IT Workflows with Steep Learning Curve" March 2, 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 Verified Reviewer Devops Engineer Used the software for: 3-5 years ### "Standard for ITIL Problem Management, but Complex to Customize" January 21, 2026 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. Review Source R Reviewer Observability Emgineer Used the software for: 3-5 years ### "The holy grail of ITIL" January 5, 2026 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 R Reviewer Associate Used the software for: 3-5 years ### "C. Hadjipateras" November 28, 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 R Reviewer IT Service Manager Used the software for: 3-5 years ### "ServiceNow IT Service Management is a Highly Customizable and Scalable Solution for IT Delivery and Support" November 14, 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 Shubham G. Technical Lead 5.0 November 6, 2026 AI summary based on a full review ServiceNow ITSM has significantly improved incident management and service visibility, allowing for centralized operations and automation of repetitive tasks. The initial implementation can be complex and costly, particularly for smaller organizations, which may find the licensing fees and advanced feature requirements challenging. Log in to unlock the full review, detailed ratings, and pros & cons Kendy M. Customer Support Specialist 5.0 November 5, 2026 AI summary based on a full review ServiceNow IT Service Management provides excellent organization of tasks and ticket tracking, making it easy to note resolutions and share details with team members. A limitation is the current queue management, which could benefit from better prioritization and automation features. Log in to unlock the full review, detailed ratings, and pros & cons R Reviewer ITSM Specialist Used the software for: Less than 1 year ### "ServiceNow CSA CIS" March 6, 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 Joshua O. Team Lead System Administrator Used the software for: Less than 1 year ### "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. Review Source R Reviewer Senior Analyst Used the software for: 3-5 years ### "need better message function after a ticket is raised" April 15, 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 VR Verified Reviewer Web Content Specialist Used the software for: 1-3 years ### "Overengineered for a ticketing and incident reporting system" August 1, 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 Systems Support Analyst, Sr - Educational Outreach and Student Services Used the software for: 3-5 years ### "ServiceNow Problem Management" December 19, 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) Used the software for: Less than 1 year ### "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 Used the software for: 3-5 years ### "State of art problem management tool for technical teams" July 23, 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 Used the software for: 3-5 years ### "Just customize-able enough to break" September 12, 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 Used the software for: 3-5 years ### "Great Tool" June 14, 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 R Reviewer Systems Integration Sr. Analyst Used the software for: 3-5 years ### "ITIL SERVICENOW" November 1, 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 R Reviewer System owner Used the software for: 1-3 years ### "Easy in use for daily operations" August 1, 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 R Reviewer Analyst Used the software for: 3-5 years ### "Very good Product" June 7, 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 R Reviewer Programmer Used the software for: 3-5 years ### "ServiceNow is a great platform for keeping track of everything" March 15, 2019 4.0 ServiceNow has been a great tool for tracking all the components of ITIL for our Managed Services practice. Pros With ServiceNow nothing ever disappears and the workflows for getting routing work done are great. Knowing that everyone in my company pretty much intuitively knows how to use ServiceNow helps a lot because we don't have to ask routine questions that we can just look up ourselves. Cons Some of the custom features seem to get harder to maintain and become crustier with time. Because of the cost and effort to implement, as a programmer, I'm kind of stuck using the old SDLC module instead of purpose built software. 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.