Best For

Elevating your customer service from request to resolution. Great service means more than engaging your customers. Connect customer service with other teams to resolve issues quickly and proactively.

Product Details

ServiceNow Customer Service Management helps increase customer satisfaction while reducing costs by connecting customer service with other departments to resolve complex issues end-to-end. You can monitor trends and customers' products and services to proactively fix problems. Drive action to instantly take care of common customer requests and improve customer and agent experiences.

Contact Details

ServiceNow

https://www.servicenow.com/products/customer-service-management.html

Founded in 2004

Located in United States

Starting Price

  • Not provided by vendor

Free Demo

  • Yes

Platform

  • Installed - Mac
  • Cloud, SaaS, Web
  • Installed - Windows
  • Mobile - iOS Native
  • Mobile - Android Native

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation

Support

  • 24/7 (Live Rep)
  • Online

ServiceNow Customer Service Management Features

Alerts / Escalation
Appointment Management
Call Center Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management

ServiceNow Customer Service Management Reviews

Overall
4.5/5
Ease of Use
4/5
Customer Service
4.5/5

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Showing 50 of 66 reviews

Showing Most Helpful

Showing 50 of 66 reviews

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Company Size
Reviewer's Role
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Avatar Image
Stacey B.
Systems Administrator
Higher Education, 1001-5000 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
2/5
Features
3/5
Likelihood to Recommend
5/10
Reviewer Source 
Source: Capterra
April 10, 2019

“Lot's of features, lot's of complexity.”

OverallWorks fine if you don't need to do much more than open tickets that are already assigned to you or work with tickets that are assigned to you. Assigning ticket to others in a large organization where you don't know the group they are part of is a struggle. I often know who a ticket should be routed to but our implementation requires specifying the team they are part of as well. Some people are on multiple teams. Searching really needs improvement for users that don't interact heavily with the system.
ProsWorks well for tracking tickets across a diverse organization. Integration with e-mail system simplifies interactions with users.
ConsComplexity makes simple tasks difficult. Learning curve is steep. For example, performing simple searches is not possible. If I closed out a ticket recently, then I often need to look in the documentation to search for that specific ticket again. highly customizable views allow for tweaking to work with your use habits. Interface needs to be simplified and have common functions more accessible. It may partly be the way this organization has implemented and customized the interface, but it is still not user-friendly.
Reviewer Source 
Source: Capterra
April 10, 2019
Avatar Image
Jason P.
Application Analyst
Computer Software, 1001-5000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
4/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
July 31, 2019

“ServiceNow A Great Piece of Software ”

OverallWe use it to enter tickets for clients experiencing issues with our software. I use it on a daily basis to log these tickets and to keep records of issues that are clients experience.
ProsThis software is very easy to use and is extremely user-friendly. I love that it is very customizable and can be tailored to any buisness model.
ConsThere are times that it can be slow when trying to interact with some of the dashboards.
Reviewer Source 
Source: Capterra
July 31, 2019
Avatar Image
Fabricio B.
CISCO TAC Engineer - Switching
Telecommunications, 201-500 employees
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
5/5
Features
4/5
Value for Money
2/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
March 27, 2019

“Very Good IT Comunication Tool”

OverallThe way that users report any failure on the devices in order to get this resolved faster was not the correct one. And we solved this with ServiceNow since their user can report quickly the issue that he is having and also there is a watchlist of available people that can take the case and provide support to the person that is having the issue. Also, there is a really good feature of the tool that makes them different from other solutions in the market.
Pros- Is easy to use for developers and regular users. - There is a good option like the feature that allows you to add people to the watch list so they can check the progress of the status of a ticket even do they are not going to provide support.
Cons- Updates are not good since they made some changes and in some cases impact the way data previously saved on the application. Also, they made some changes in the GUI and some times users complain are related to that there is no a particular option or they are not able to find it now after the upgrade.
Reviewer Source 
Source: Capterra
March 27, 2019
Arpan S.
Technical Support Consultant
Hospital & Health Care, 10,001+ employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
April 17, 2018

“A powerful CRM containing tons of features.”

Pros- Highly customizable, extendable, and flexible according to one's needs. - Constantly evolving and improving with two new releases per year. - Contains everything which a CRM should have!
Cons- Contains synchronous JavaScript requests which causes web pages to get stuck, disabling any actions on the webpage while the request is active. Sometimes, a page needs to be reloaded to make it work again. - Many features (for instance: Reporting) require training first before a user can start using them. This process can be cumbersome for an average user if training resources are not available. - Expensive as compared to other CRMs (for e.g. SalesForce).
Reviewer Source 
Source: Capterra
April 17, 2018
Verified Reviewer
Outsourcing/Offshoring, 501-1000 employees
Used the software for: 6-12 months
Overall Rating
4/5
Ease of Use
5/5
Customer Service
4/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
April 1, 2019

“Great Tool for HelpDesk Services”

OverallServiceNow was a huge asset for deploying our first formal Support Service Design. The ease of use and default templates, got us up and running in with no issues. Great Experience overall.
ProsOut of the box, Service Now comes with configuration templates to get you started on your HelpDesk service deployment. From there, you can start tweaking the tool to match your company needs. This was very helpful to us since we were deploying a ticketing tool for the first time. The deployment process was a breeze, intuitive and we didn´t find any major roadblocks whatsoever. From the user side, is very easy to use, great compatibility with any browser (since is web based), and the amount of tools for reporting are amazing. We are able to benchmark and tweak our Support Service and keep track of our KPI metrics very easily.
ConsIt can be somewhat overpriced. Other than that, no issue whatsoever.
Reviewer Source 
Source: Capterra
April 1, 2019
Avatar Image
Verified Reviewer
Helpdesk Specialist Level 2
Information Technology and Services, 10,001+ employees
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
5/5
Features
4/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
January 8, 2019

“Easy and productive CSM tool”

OverallIt makes it easy to track customer replies and action any update or development on time whilst allowing for easy SLA tracking and communication with the customers.
ProsPlentiful options when creating your favourites and setting your filtered searches (which are very detailed and precise). Any search can be added to favourites and be easily accessible. User interface is easy to navigate and find the options you're looking for. It uses easy to follow logic and it is very user friendly.
ConsThis is most likely depending on the implementation process and data migration during the integration process, the update field is constantly moving to the next case/incident which makes it hard to track you work at times. Most likely adjustable during implementation process.
Reviewer Source 
Source: Capterra
January 8, 2019
Verified Reviewer
Unspecified
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
3/5
Customer Service
5/5
Features
3/5
Value for Money
5/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
January 18, 2018

“It's a great ticket system”

OverallTime table of incidents and reports of common every day problems .
ProsVery easy to create tickets and can be customized to work with your environment. User inventory can easily be populated to all of your company assets. User field can be populated automatically to bring up a user name and profile information.
ConsTicket system should automatically be saved. I wished there was a way to duplicate a ticket to a new ticket number for items not resolved. Instead of re-opening a ticket. Your ticket search buttons should be easier to search, I have gotten lost several times searching for tickets.
Reviewer Source 
Source: Capterra
January 18, 2018
Colleen S.
Eccomerce Specialist
Cosmetics, 51-200 employees
Used the software for: 6-12 months
Overall Rating
3/5
Ease of Use
1/5
Features
3/5
Likelihood to Recommend
2/10
Reviewer Source 
Source: Capterra
January 2, 2019

“Horrible customer experience”

OverallMy overall experience maybe a little clouded because I am using Service Now through a third party vendor who handles our IT (cognizant) and some of the missing features maybe due to this. I have been using Service now for almost a year to not only track minor IT issues (example requesting new monitors, issues with WIFI ect) but also updates and builds to our website and ERP System. Overall I would not recommend Service now for the later especially in large corporations across multiple subsidiaries as this doesn't give companies the tools accurately implement builds. Unfortunately due to the lack of tools in Service now (or how our vendor restricts these tools) our company had to resort to managing these builds outside service now and update once complete. Rather you need a system like JIRA where users can easily assign issues for QA testing and allow anyone to reopen tickets.
Pros-can search to find topics -can customize search for tickets and service request -can excel tickets and customize the information -if you developers access you can create reports -receive email confirmation and when tickets are updated -can uploads images and video
Cons-when creating a service request the user cannot specify the name. First a request is created [sc_request] then automatically a requested Item is created [sc_req_item] with a default title which is extremely confusing -only the user who created Incidents can reopen Incidents -only the user who created Incidents can then link to previously closed incidents -if you don't have developer access you can only see the tickets you created and need other users to add you as a watcher to the ticket -Incidents cannot be changed into Service requests, and those changes can't be tracked. (example to change a Incident into a service request a Incident must be closed and Service request opened) -IT Portal view doesn't save views, views are only saved for that session
Reviewer Source 
Source: Capterra
January 2, 2019
Verified Reviewer
Food & Beverages, 10,001+ employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
August 15, 2019

“Great for IT Technicians”

OverallUse this software from the in my shift from 8am - 5pm. This is my main tool to perform my job and have had hardly any issues with it. Very user friendly.
ProsEasily able to manage tickets placed by the customer. awesome search capabilities when looking for something specific about a customer. Able to tracks assets, user information. The ability to customize the UI for your needs
ConsThe software can be a bit slow. The mobile version of the application is a bit slow as well, not sure if this is due to how our organization has it setup.
Reviewer Source 
Source: Capterra
August 15, 2019
Verified Reviewer
201-500 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Reviewer Source 
Source: Capterra
November 17, 2017

“Best in response the good thing i love in the service now is they respond very fast for quiries”

ProsThe service now has very large tools whose main functionality is to make customer happy. They respond to our queries very fast and they make help of the different dashboards to perform their service we are using this for our ticket management here we can generate our different type response type like pdf,word etc their service is extraordinary and i love to work on this a lot
ConsThere is nothing specifically least in this. Everything is cool and good. We are looking for some new version
Reviewer Source 
Source: Capterra
November 17, 2017
Verified Reviewer
Information Technology and Services, 5001-10,000 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
3/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
August 29, 2019

“The best platform for Service Management”

Prosyou can customize everything you can change the OOTB version of the portal as you like with programming (in other softwares you have constraints due to the OOTB version) The cloud allow you to easily access it everywhere and everytime; there is also an App
ConsCost, maybe if you are a small company you don't need that App to be improved Few OOTB customizations in front end; you need to change the code to customize the portal
Reviewer Source 
Source: Capterra
August 29, 2019
Dimitar M.
Technical Support Analyst
Financial Services, 10,001+ employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
3/5
Customer Service
2/5
Features
5/5
Value for Money
3/5
Likelihood to Recommend
6/10
Reviewer Source 
Source: Capterra
March 31, 2019

“My experience with ServiceNow”

OverallI've been using SNOW for over 2 years now. It is amazing tool, with so many options. However I hear from the management that is very pricy to add multiple components and this limits the usability of the tools it have.
ProsAmazing variability of options. Very easy to track tickets and create useful dashboards. Reports that can show almost anything Self-service section
ConsVery Pricy Sometimes when opening few windows after you save a ticket it takes you to a "strange place. Gets slow sometimes due to it's large DB.
Reviewer Source 
Source: Capterra
March 31, 2019
Verified Reviewer
Information Technology and Services, 10,001+ employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
3/5
Customer Service
5/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
May 18, 2019

“My Experience using ServiceNow Customer ServiceNow Customer Service Management”

OverallMy work as an IT support Analyst requires that we manage day to day client IT infrastructure and troubleshooting issues experienced by end users, ServiceNow provides a solid system for receiving and actioning these requests.
ProsGreat for customer service and management, serves the integral purpose of ensuring that user requests are categorised and prioritised appropriately, great for customer satisfaction management as well
ConsCan be a bit slow in response time when loading the webpage, I have some inexplainable failures in executing some tasks, e.g ticket resolution, but this is quite rare, most probably a momentary glitch
Reviewer Source 
Source: Capterra
May 18, 2019
Verified Reviewer
Financial Services, 1001-5000 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
3/5
Customer Service
3/5
Features
3/5
Value for Money
4/5
Likelihood to Recommend
7/10
Reviewer Source 
Source: Capterra
May 9, 2019

“An additional step - but helpful none the less ”

OverallIt was a necessary tool used everyday but it would be better to integrate more features with this service.
ProsWe used service now as an additional time management tool with other applications to keep track of project progress. Service now was semi easy to use and made up for what our other service lacked
ConsService now could be confusing at times and lacked integration with other systems/software. Could be tricky to change due dates- would have to change all by hand
Reviewer Source 
Source: Capterra
May 9, 2019
Verified Reviewer
Hospital & Health Care, 10,001+ employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
3/5
Customer Service
4/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
April 5, 2019

“Perfect for tracking our customer interactions”

ProsLike all ServiceNow modules, the more pieces you buy, the more you gain, this is no different. The customer service management module was a valuable addition to our Incident Management purchase as it ties back to our end user population from a tracking standpoint
Consany customization out of the box requires expensive Servicenow or 3rd party assistance to execute. We're trying to keep it as vanilla flavored as possible.
Reviewer Source 
Source: Capterra
April 5, 2019
Kevin W.
IT Analyst
Financial Services, 5001-10,000 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
3/5
Customer Service
3/5
Features
3/5
Value for Money
3/5
Likelihood to Recommend
7/10
Reviewer Source 
Source: Capterra
August 15, 2018

“"Service Now - Your Control Center to provide customers with moments of magic"”

OverallService Now Customer Service management has been a useful tool to handle all types issues relating to desktop, infrastructure, remote access and a host other sections relating to the user and their system/network.
Prosfor anything in your workplace. you can create templates to put in tickets for incidents or requests relating broken items, adding items or even for setting up new hires.
Consthe search engine can be awkward to use. Sometimes it doesn't provide the proper answer to a search.
Reviewer Source 
Source: Capterra
August 15, 2018
Jaidev Y.
Student
Unspecified
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
4/5
Customer Service
5/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
February 16, 2018

“A good tool for tracking and updating the status of the tickets.”

ProsThe customer can check the status of the ticket from anywhere as this is an online tool for tracking tickets. There will be information about the developer who is working on the ticket and the customer can directly contact him.
ConsThe developer who is working on the ticket is responsible to update the status of the ticket. He can update the wrong status. There is no verification for what actually is happening and what is being upstated.
Reviewer Source 
Source: Capterra
February 16, 2018
joseph g.
Information Technology
Hospital & Health Care, 1001-5000 employees
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
4/5
Features
5/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
November 27, 2018

“Great ticketing/tracking system!”

OverallServiceNow has really help streamline our ticketing system for our customers. Creating reports helps with identifying problem while also creating metric to identify future problems!
ProsI really like how setting a "configuration item" will create a template for different type of issues. For example, when a user calls our help desk for issues concerning Outlook. When you use the OUTLOOK Configuration Item, a pre-determine template will already complete the appropriation "tracks" for resolution.
ConsThe mobile application lacks several of the key features that make the full desktop version so easy to use.
Reviewer Source 
Source: Capterra
November 27, 2018
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Gladman T.
ICT
Non-Profit Organization Management, 501-1000 employees
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
4/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
May 24, 2019

“Incident management made easy”

OverallAll customers are saved as there is no risk of custimer service agent forgeting about the incident reported by a client as the system records every incident. Gives customers power to reopen an incident should they feel that they have not been assisted to their satisfaction
ProsIt is easy to use. Has a functionality for knowledge base which can be used when customer service agents are helping customers. You can add people on the watch list so that they are in the loop of what is happening
ConsCreating a new incident from the system is a bit of struggle. The option is not visible
Reviewer Source 
Source: Capterra
May 24, 2019
Verified Reviewer
Computer Hardware, 1001-5000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
4/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
September 2, 2019

“excellent to manage escalations ”

Overallcomplete software to handle It issues it helps me a lot
ProsServicenow is a very good software if we talk about alerts and escalations. i work in the IT area and the way we handle outages, alerts and escalations with this software is very fast and complete
Consthe software is fine some configurations in my organization itself was not very good but i recomend it 100%
Reviewer Source 
Source: Capterra
September 2, 2019
Samson Jabin D.
Application Systems Analyst
Hospital & Health Care, 10,001+ employees
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
5/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
April 11, 2019

“One Shop Stop”

OverallWe are using ServiceNow to replace our service delivery management across the entire state.
Pros*Very much customisable to suit to business needs. *Can integrate with multiple other ServiceNow softwares to make a enterprise running mogul. *Interlinked with other modules and always cross reference records *Intuitive UI design.
Cons*Though intuitive, needs training to be able to use the software. *Uses Dot walking for selecting tables in database, will confuse regular users. *Reports and internal workflow can be confusing.
Reviewer Source 
Source: Capterra
April 11, 2019
Emogene F.
Avp
Unspecified
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
July 12, 2018

“Implemented CRM across 44 countries in 4 languages ”

OverallReplaced Remedy in les than 1 year
ProsThe out of the box config approach allowed us to design from a green field approach, no heavy detail requirements, kept thing light and flexible
ConsService now has an aggressive release Schedule that was hard for a large fortune 50 company to keep up with, while it is a best practice - hard for our culture to process.
Reviewer Source 
Source: Capterra
July 12, 2018
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Antonio A.
ITSM Specialist
11-50 employees
Used the software for: 6-12 months
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
March 5, 2018

“CIS of ServiceNow”

OverallExpand the uses of the ServiceNow Instances, initially oriented to the ITSM main process (Incident, Problem, Change, Asset, CMDB) to the Customer Support side,
ProsYou can integrate in the Customer Service Management Side, differents process like Case Management, Field Service, and inclusive Sales Force (Using a Plugin) in a single system of records. That gives you the oportunity to manage the main need from the CRM in order to give support of the needs of your clients using differents channels (Web Portal, Email, Chat, Phone, Mobile Apps).
ConsIn order to cover the need for a CRM solutions some customization may be completed, normally with plugins available into the ServiceNow Instance,
Reviewer Source 
Source: Capterra
March 5, 2018
Verified Reviewer
Hospital & Health Care, Unspecified
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
January 11, 2018

“great cloud software for service ticket management”

Proseasy to set up, use and administer software that can be ramped up quickly as the learning curve is relatively low and the eco system around this is growing as well
Conswould have been great if building reports were much more intuitive for the end users to be able to write their own query - at the moment, there is heavy reliance on IT to write reports
Reviewer Source 
Source: Capterra
January 11, 2018
Stephen C.
Systems Analyst Associate
Higher Education, 10,001+ employees
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
2/5
Customer Service
4/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
7/10
Reviewer Source 
Source: Capterra
August 15, 2017

“Decent web-based CRM tool that has so many features, nearly everything is possible.”

OverallBetter than Parature or SCSM for large-scale case and ticket management, easy to use on the web and options and features are nearly endless.
ProsWeb-based case management makes submitting and reviewing incidents and cases a breeze. Loads quickly without dragging down when working with large cases.
ConsSo many features means groups are going to use much less than they are paying for. Apparently customization is difficult as many pages are left in their default format, not giving customers the clearest idea of what they are asking for.
Reviewer Source 
Source: Capterra
August 15, 2017
Verified Reviewer
Unspecified
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
2/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
April 25, 2018

“For users, it's simple and easy. Really”

OverallSolved our users problem, to allow them to watch what is happening to solve their problems. Really Good.
ProsThe environment it's really fast to setup, you may build all your support options, link incidents and close the problem and automatically close all related incidents.
ConsYou need consulting services since the beginning. It's fast, but after some time you need to interact with them always, what may be tedious and making you think you your money is really being spent correctly.
Reviewer Source 
Source: Capterra
April 25, 2018
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Jonathan B.
Database Administrator
Financial Services, Unspecified
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Reviewer Source 
Source: Capterra
April 5, 2018

“It's a great tool to use for Customer Service Managemet”

ProsServiceNow is an easy tool to use because it's intuitive and has a lot of options for cutomize, so as a user you can configure what you need.
ConsMaybe you can find as a Con the price of this great tool, thera a a lot of tolls that are free on Internet, but you won't have the support ServiceNow gives to this module!
Reviewer Source 
Source: Capterra
April 5, 2018
Jesse C.
System Administrator
Unspecified
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
5/5
Features
4/5
Reviewer Source 
Source: Capterra
May 4, 2018

“Intuitive and very customizable”

ProsServiceNow is very easy to use and can be customized in many different ways that make it even easier. It is very versatile and can be incorporated into many other systems including asset management and resource management.
ConsSometimes the servers that the software runs on would tend to hang. Recent updates have made looking up previous tickets and information a little more difficult than before.
Reviewer Source 
Source: Capterra
May 4, 2018
Avatar Image
Gabriel V.
IT Specialist
Computer Software, 11-50 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
November 17, 2017

“innovated, the new century of customer service management ”

ProsBefore we used servicenow our customer service management software was so old and out dated. One of my favorite things about service now as all the features it had like creating Knowledge Base, assigning tickets to different team members. it was fantastic
ConsThe only thing i would say that it was so new it was kind of a learning curve but besides that when you figure it out it works and works great.
Reviewer Source 
Source: Capterra
November 17, 2017
Verified Reviewer
Hospital & Health Care, 10,001+ employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
3/5
Features
5/5
Likelihood to Recommend
4/10
Reviewer Source 
Source: Capterra
May 2, 2019

“Its all in the initial setup”

ProsIt can handle large amounts of tickets, as well as supporting documentation and knowledge articles
ConsOther users have easier workflows and better functionality, take your time and implement it right
Reviewer Source 
Source: Capterra
May 2, 2019
Verified Reviewer
Consumer Goods, 1001-5000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
4/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
January 16, 2019

“Essential for medium to large enterprises”

OverallFantastic for workflows and ticket management
ProsIt is as customizable as you need. Need layers of approvals on requests. You got it.
ConsSometimes it offers too much and you can get lost in the forest.
Reviewer Source 
Source: Capterra
January 16, 2019
Verified Reviewer
Health, Wellness and Fitness, 501-1000 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
4/5
Customer Service
4/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
November 8, 2018

“Robust solution for Customer Service”

OverallWe use ServiceNow for tracking service requests, managing assets, keeping a knowledge base, coordinating agile scrums. It has been a great all around solution that has helped us centralize a lot of what we do in IT
ProsIt is easy to search for, track, and centralize most of our assets, and customer service requests, in IT
ConsSome of the filtering for requests is not always intuitive.
Reviewer Source 
Source: Capterra
November 8, 2018
Alexis R.
Client relations director
Airlines/Aviation, 51-200 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
July 18, 2019

“Great help desk tool ”

OverallIt's a great help desk tool. Implementation went smoothly with great support from the company.
ProsHelp streamline service desk. It helps organize workflows for our environment and it was easy to integrate additional teams to assist our users.
ConsNo cons for this software. The team hasn't had any issue using this software.
Reviewer Source 
Source: Capterra
July 18, 2019
Nathan L.
Software Developer
Telecommunications, 1001-5000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
3/5
Customer Service
5/5
Features
4/5
Value for Money
3/5
Likelihood to Recommend
8/10
Source: Capterra
October 5, 2016

“Extensible Service Desk Software”

OverallSuccess integrating ServiceNow with multiple external systems to automate business processes throughout the business.
ProsAbility to solve many business processes with minimal development.
ConsCost
Source: Capterra
October 5, 2016
Verified Reviewer
Information Services, 201-500 employees
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
June 30, 2019

“Servicenow”

ProsWe use servicenow for for customer service i.e when any user gets a problem they create a ticket which the issue and assign it to appropriate team and based upon the severity we can create P1 to P5 tickets.
ConsI like the tool and i dont have other option.
Reviewer Source 
Source: Capterra
June 30, 2019
Verified Reviewer
Financial Services, 201-500 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
4/5
Features
4/5
Likelihood to Recommend
6/10
Reviewer Source 
Source: Capterra
January 12, 2019

“Good overall ITSM”

ProsIt covers all aspects of ITSM, from requests to changes.
ConsIt is a bit cumbersome, and locks up frequently.
Reviewer Source 
Source: Capterra
January 12, 2019
Monique L.
IT Support
Unspecified
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
3/5
Features
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
June 11, 2018

“Takes some getting used to but great overall ”

Overalleasy management of customer interactions
ProsLots of features Customization Great reporting/filtering Intuitive design Provides database for knowledge articles Kanban style layout
ConsIt takes some getting used to navigating the system but the design is intuitive so this issue doesnt last long
Reviewer Source 
Source: Capterra
June 11, 2018
Verified Reviewer
Consumer Goods, 201-500 employees
Used the software for: 6-12 months
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
August 28, 2019

“Best ticketing management tool”

OverallStill, this is by far the preferred ticketing system for managing IT issues and projects
ProsThe ticketing and field management is the best I've seen, coupled with how it can integrate with other call management systems and knowledge bases
ConsIt can consume alot of memory and hand at inconvenient times. You will find while using it in high volumes that you'll need a notepad handy as the program can lock up while in use
Reviewer Source 
Source: Capterra
August 28, 2019
Mujde E.
Financial Affairs Manager
Logistics and Supply Chain, 1001-5000 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
August 18, 2019

“Easy to use and flexible tool”

ProsIt's simple to access, intuitive to use, and provides you excellent flexibility among the procedures you're managing with the instrument. The capacities of the dashboard are great to get the present state of a single look. You can make quick decisions and prioritize your work based on that information, and you don't have to spend a lot of time to do that.
ConsSome updates impact the way data previously saved on the application.
Reviewer Source 
Source: Capterra
August 18, 2019
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José Luis P.
Procurement Chief
Textiles, 10,001+ employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
April 24, 2019

“Great information management!”

OverallI would completely recommend this product. Has demonstrated trustworthiness to handle all the information transmitted through out the site.
ProsWe have had the best experience with Service-now. It has proven to have the storage capacity for a company this big. It is the best tool for uploading tickets to be resolved by any other department (not only IT), as well as sharing information throughout the entire company.
ConsNothing at all! I would definitely user ServiceNow again!
Reviewer Source 
Source: Capterra
April 24, 2019
Verified Reviewer
Information Technology and Services, 1001-5000 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
August 6, 2019

“Great ticketing tool for Customer Service ”

OverallGreat ticketing tool, perfect for a quick resolution
Prosuser friendly, great tool for customer service, easy options for reporting as well
ConsHad some troubles attaching the KB articles to the tickets. It was loading forever.
Reviewer Source 
Source: Capterra
August 6, 2019
Hardik P.
Lead Network Engineer
Computer Networking, 501-1000 employees
Used the software for: 6-12 months
Overall Rating
5/5
Ease of Use
4/5
Customer Service
3/5
Features
4/5
Value for Money
5/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
July 17, 2019

“ServiceNow : One for the best ticketing tool for Network Operations team”

OverallI was using ServiceNow for 1 year and it was easy tool to manage all Incident and Request tickets.
ProsThe main and good feature of ServiceNow Customer Service Management is creating Buckets as needed and assigning Buckets to specific Subject matter Expert.
ConsGUI can be made more easy to use. New member always needs training before using production servicenow
Reviewer Source 
Source: Capterra
July 17, 2019
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Ramesh M.
Associate Manager
Computer Software, 10,001+ employees
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
5/5
Customer Service
4/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
November 1, 2018

“ServiceNow Review”

OverallMy Organization started using Service now year back and overall experience is good Slowness is one issues but not major. We are also planning to implement Request Management in service now with multi tenants.
ProsVery Good user interface easy Navigation , Search functionality Excellent Reports and Analytical capabilities Excellent Dashboards Clock Timer for each Incident and TATs is good feature
ConsSlowness is problem sometimes Should use different TABs instead of showing all content in long page view Bit expensive Price is concern Customization can be more better compare to Salesforce
Reviewer Source 
Source: Capterra
November 1, 2018
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Srishti K.
Service Integration Manager
Information Technology and Services, 10,001+ employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
October 17, 2018

“Awesome Tool”

ProsI have used ServiceNow in HCL while working for client. Its just not an incident management tool. It has lot more to do & manage data.
ConsNA. It is really a good demanding tool in the market.
Reviewer Source 
Source: Capterra
October 17, 2018
Hemant K.
PV Lead
Information Technology and Services, 1001-5000 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
5/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
November 16, 2017

“A good tool to order and to keep a track on ordered items easily”

OverallWe can track things easily using this software.
ProsOur Organisation is using this tool from last 3-4 year (If I remember correctly ). Basically Our IT department is using this tool to server the IT needs of employees. If we encounter any IT related issue we just used this tool. It is very easy and user friendly tool. A lot of detail can be entered by using this application. You can monitor your open requests other functionalities available are , you can see announcements, approvals etc... Overall the tool is good.
ConsOver all the software is good, but as very details information is required while ordering (requesting) the items. Some times user don't feel good while providing so much information. This can be improved.
Reviewer Source 
Source: Capterra
November 16, 2017
Steven S.
Director, BCM
Insurance, 501-1000 employees
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
November 14, 2017

“Simple, easy to use.”

OverallCaptures all of the work assigned to our team for future reporting or metrics gathering.
ProsI appreciate the automatic feed of service tickets that flow from the requester to the team I serve on and it allows any of the three of us to take responsibility and own the ticket until resolution.
ConsOnce assigned the ticket, it is sometimes confusing on which fields need to be completed and it would be nice if those were highlighted or called out a bit more to allow for the timely completion of the service ticket.
Reviewer Source 
Source: Capterra
November 14, 2017
Verified Reviewer
Health, Wellness and Fitness, 501-1000 employees
Used the software for: 6-12 months
Overall Rating
5/5
Ease of Use
5/5
Features
4/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
July 31, 2019

“Excellent For services desk”

ProsThis software is effective when you need to add notes and documents to the tickets. It has easy access to shortcuts and sends alets to the customers.
ConsThis software sometimes was slow for loading
Reviewer Source 
Source: Capterra
July 31, 2019
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Brian D.
Help Desk Analyst
Information Technology and Services, 201-500 employees
Used the software for: 6-12 months
Overall Rating
5/5
Ease of Use
4/5
Features
5/5
Likelihood to Recommend
7/10
Reviewer Source 
Source: Capterra
September 11, 2018

“It's good but not great”

ProsIt is cool as it doesn't time out like other software of the same nature.
ConsOnly thing I dont like about it, is when creating a ticket, you have to save between each step from start to resolved
Reviewer Source 
Source: Capterra
September 11, 2018
Ali A.
Clinical Systems Designer
Hospital & Health Care, 5001-10,000 employees
Used the software for: 6-12 months
Overall Rating
5/5
Ease of Use
5/5
Features
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
April 25, 2019

“Good application”

ProsGood for raising and keeping track of service now tickets from end user
ConsWhen resolving a ticket can cause you to re fill information if you miss a step
Reviewer Source 
Source: Capterra
April 25, 2019
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Andreas O.
CCC Technical Team Lead
Information Technology and Services, 1001-5000 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
February 8, 2019

“Powerful and organized ticketing system.”

OverallAll the companies issue reporting goes through Service Now which makes it one easy place to track issues and requests.
ProsFast and reliable ticketing system within the organization. Automatic Email updates with live tracking and chat makes issue reporting easy and traceable.
ConsLayout of overall groups is a little disorganizes until you get used to it and they are properly setup.
Reviewer Source 
Source: Capterra
February 8, 2019