--- title: "ServiceNow Customer Service Management Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about ServiceNow Customer Service Management Software - reviews, pricing plans, popular comparisons to other Customer Service products and more." source_url: "https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/" page_type: "product" language: "en" --- # ServiceNow Customer Service Management Software Review 2026: Features, Integrations, Pros & Cons Last updated on August 26, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Pros and Cons](#pros-cons)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) ServiceNow Customer Service Management ## What is ServiceNow Customer Service Management? ServiceNow Customer Service Management (CSM) serves enterprise-wide customers and streamlines operations to resolve issues quickly with automated workflows. With CSM, you can empower customers to self-serve or seek agent support on any channel. Communicate status updates and resolve issues before customers are even aware they exist with early detection on trending problems. Boost agent performance with a modern, highly configurable UI and a single workspace to manage and see case activity. ## What is ServiceNow Customer Service Management used for? [IT Ticketing Systems](https://www.capterra.com/it-ticketing-systems-software/)[Customer Service](https://www.capterra.com/customer-service-software/)[Knowledge Management](https://www.capterra.com/knowledge-management-software/) Top alternative Featured Overall rating Based on 153 user reviews Reviews sentiment Positive 87% Neutral 10% Negative 3% Pros & cons Comprehensive ticket tracking system Robust customer service platform Frequent slowdowns and lag ### Starting price Free trial not available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for ServiceNow Customer Service Management?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://www.servicenow.com/&name=ServiceNow Customer Service Management) Rating Breakdown 4.4 +− Features4.3 Value for Money4.1 Ease of Use4.1 Customer Service4.2 Rating Breakdown 4.4 Features4.3 Value for Money4.1 Ease of Use4.1 Customer Service4.2 ## ServiceNow Customer Service Management Reviewers Verdict Updated August 2026 AI summary - ServiceNow Customer Service Management suits organizations seeking configurable workflows for IT and business support across departments. - Positive feedback centers around its ease of use, flexible task management, strong integration options, effective incident handling, and accessible documentation. - It helps teams manage support cases, automate processes, and quickly access relevant information in daily operations. - Buyers may need to accept some trade-offs in system speed, as several users report occasional lag or slow response times. - It fits buyers prioritizing adaptable service workflows, though those needing consistently high-speed performance may want to weigh alternatives. ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### ServiceNow Customer Service Management 4.4 (153) VS. [4.4 (18,808)](https://www.capterra.com/p/61368/Salesforce/reviews/) Starting Price Contact vendor Starting Price $25 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.1 (153) Ease Of Use 4.0 (18,143) Value For Money 4.1 (113) Value For Money 4.0 (12,829) Customer Service 4.2 (112) Customer Service 4.1 (14,061) ## ServiceNow Customer Service Management alternatives [4.4 (4,090)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars Highest Rated [4.7 (1,788)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.5 (3,473)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.6 (183)](https://www.capterra.com/p/185973/HelpDesk/reviews/) Starting price $29.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 91% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/alternatives/) ## FAQs about ServiceNow Customer Service Management Overview ### What problems does ServiceNow Customer Service Management solve? ServiceNow Customer Service Management solves scattered ticket handling, unclear ownership, and slow issue resolution by centralizing cases, routing them to the right teams or specialists, and giving real-time status updates, knowledge access, and dashboards. Customer support teams, help desks, IT service teams, and operations managers benefit most in high-volume environments. Answer based on 99 reviews Overview ### Which roles and teams benefit most from ServiceNow Customer Service Management? ServiceNow Customer Service Management is most used by IT teams, software engineers, analysts, administrators, and project or program managers who need to streamline case handling and service workflows. These roles use it to automate customer support processes, track requests, manage cross-functional escalations, and improve visibility into service delivery performance. Answer based on 150 reviews Overview ### What company size and industries is ServiceNow Customer Service Management built for? ServiceNow Customer Service Management is built for enterprise-wide service, operations, and customer experience teams, with 73% of reviewers from enterprises and Information Technology and Services leading at 25%. It also serves midsize businesses at 17% and small businesses at 9%, with Computer Software at 13% and Financial Services at 7%. Answer based on 153 reviews Features and Usability ### What are the key features of ServiceNow Customer Service Management? ServiceNow Customer Service Management includes core case and ticket management, incident management, automated routing, SLA management, and dashboards for tracking status and workloads. Differentiating features include configurable workflows, knowledge base management, self-service portals, and third-party integrations, with reporting and search supporting faster case handling across teams. Answer based on 67 reviews Integrations ### Which third-party tools and platforms does ServiceNow Customer Service Management integrate with? ServiceNow Customer Service Management integrates with 10 third-party tools, including Jira, Genesys Cloud CX, NetSuite, Qualys Cloud Platform, Salesforce Service Cloud, Microsoft Teams, Five9, and Webex Suite. These integrations span ticketing, contact center, ERP, security, and collaboration workflows used in customer support operations. Answer based on 22 reviews Getting Started and Support ### How easy is it to onboard and train a team on ServiceNow Customer Service Management? ServiceNow Customer Service Management offers in-person training, live online sessions, webinars, documentation, and videos. Reviewers say frontline users can learn basic tasks quickly, especially in common workflows, while admins and teams handling setup, permissions, and workflows usually need more time and formal training because configuration can be complex. Answer based on 13 reviews Getting Started and Support ### What customer support options does ServiceNow Customer Service Management offer, and how do users rate the experience? ServiceNow Customer Service Management offers email/help desk, FAQ/forum, a knowledge base, 24/7 live representatives, and chat. Users often describe support as quick, professional, and helpful, with strong documentation and self-service resources. Some report slower performance, setup complexity, and occasional difficulty getting effective product support or issue resolution. Answer based on 51 reviews Security ### How does ServiceNow Customer Service Management handle data security and access control? ServiceNow Customer Service Management uses per-user security levels, separates detailed work notes from customer notes, and integrates with various security tools. Users can also work through permissions tied to workflows and configurations. Some reviewers note access can feel too open, say encryption could be stronger, and find security setup difficult. Answer based on 11 reviews Features ### What features does ServiceNow Customer Service Management offer? ServiceNow Customer Service Management offers a broad feature set for case management, workflows, dashboards, reporting, self-service, and integrations. Enterprise teams often value its customization and centralized visibility, while some smaller teams and new users find the interface crowded, setup demanding, and certain add-ons or integrations harder to access than expected. Answer based on 36 reviews ## Pros and Cons Comprehensive ticket tracking system 78% positive reviews out of 49 Most users report ticket management enables efficient tracking, categorization, and resolution of requests across teams. Frequent slowdowns and lag 91% negative reviews out of 23 Most users comment performance and speed issues cause delays, slow page loads, and occasional unresponsiveness. Robust customer service platform 89% positive reviews out of 35 Most reviewers describe customer support as adaptable, centralizing requests and improving visibility for faster issue resolution. Anonymous User Client Operations Supervisor, 1,001 - 5,000 employees. "Having customer interactions, data, and service processes in one place improves visibility and collaboration across teams, which ultimately leads to faster resolution times and a better customer experience." ## Features AI summary Based on 5,357 Customer Service reviews Capterra data shows that buyers of customer service software rank the following features as their top priorities: - **Support Ticket Management** (**43%** of reviewers rated this feature as critical) - **Call Center Management** (**42%**) - **Multi-Channel Communication** (**39%**) ServiceNow Customer Service Management supports all three of the features reviewers value most: **Support Ticket Management**, **Call Center Management**, and **Multi-Channel Communication**. Together, these capabilities help businesses manage customer issues across channels, handle call center operations more efficiently, and maintain consistent communication with customers, allowing teams to respond faster and deliver more reliable service. Support Ticket Management 4.2 (34) 82.35% of 34 reviewers that rated this feature as important or highly important Allow customers/users to submit support queries and service requests Multi-Channel Communication 4.3 (6) 66.67% of 6 reviewers that rated this feature as important or highly important Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Email Management 3.8 (6) 83.33% of 6 reviewers that rated this feature as important or highly important Manage, store and organize emails within the system or via third-party apps Live Chat 4.0 (5) 60.00% of 5 reviewers that rated this feature as important or highly important Ability to chat online in real time Knowledge Base Management 4.5 (19) 89.47% of 19 reviewers that rated this feature as important or highly important Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Alerts/Escalation 4.4 (13) 53.85% of 13 reviewers that rated this feature as important or highly important System alerts about the need to escalate an issue or request ServiceNow Customer Service Management 113 features ### All Features - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Agent Interface: Agents can view and manage all customer requests and interactions. - AI Copilot: A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users - AI/Machine Learning: Software program that continuously adjusts its behavior based on observed data - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - API: Application programming interface that allows for integration with other systems/databases - Application Management: Track, manage and store the applications of potential future members, customers or candidates - Assignment Management: Assign issues and tasks based on availability or required skills - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Business Process Automation: Helps automate and manage information, tasks, and procedures by establishing routines and patterns associated with processes - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Call List Management: Manage and track all past and future calls. - Call Monitoring: Listen to live phone conversations for the purpose of training and assessing agent performance - Call Reporting: Track and report on all incoming and outgoing calls - Call Routing: Sends voice calls to a specific queue based on predetermined criteria - Call Tracking: Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number - Call Transfer: Transfers live calls to other agents - Caller ID: Identify the number and contact information of a caller before answering the phone - Campaign Management: Create a collection of marketing actions to complete specific goals and plan and analyze campaign results - Change Management: Track and monitor efficient handling of all changes/transitions - Chat/Messaging: Communicate using direct chat or messages within the system - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Commenting/Notes: Leave comments and notes on documents for others to view - Communication Management: Manage and track all internal and external communication conducted via calls, email, text, or chat - Computer Telephony Integration: Computer-telephony integration is the use of computers to manage telephone calls - Configurable Workflow: Configure existing workflows to meet your organization's needs - Contact Database: Centralized database of stakeholders and their contact information such as names, address, phone number etc. - Contact Management: Manage, organize, and store contact information - Content Management: Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customer Experience Management: Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. - Customer History: Access previous interactions or concerns to maintain customer relationships - Customer Portal: A website or login for customers to access information - Customizable Fields: Customize data fields to support various needs and use cases - Data Connectors: Connect to big data sources - Data Import/Export: Import and export data to and from software applications - Data Management: Ability to handle large datasets - Drag & Drop: Assemble applications and processes by dragging over and arranging pre-built components - Email Management: Manage, store and organize emails within the system or via third-party apps - Engagement Tracking: Tracks metrics that provide insight into how a user interacts with any interface or product - Event Triggered Actions: Predefined actions automatically performed on the occurance of specific events - Full Text Search: Search for specific words or phrases within a document or database - Help Desk Management: Managing service requests, incidents, IT issues & support with a ticketing system - Incident Management: Manage and track all disruptions and incidents - Interaction Tracking: Track interaction history by documenting conversations for contacts - Interactive Content: Allow the audience to interact or engage with the content - Inventory Management: Track and manage inventory levels to maintain proper supply - Issue Auditing: Inspecting the issue resolution process for compliance with related systems and regulatory guidelines - Issue Management: Identify and respond to unexpected problems or failures (ie. "negative events") - Key Performance Indicators: Quantifiable metrics to track objectives, gauge milestones, and evaluate the success of a particular activity - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Live Chat: Ability to chat online in real time - Machine Learning: Enable businesses to implement machine learning algorithms on business data such as sales and revenue - ML Algorithm Library: Share, track, and store machine learning models and data. - Mobile App: Access the system via a mobile application - Model Training: Process of testing an ML algorithm by feeding it training data to learn from - Monitoring: Observe and track the demand, usage, progress or quality of a system, product, or user - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Language: Manage and support multiple languages - Natural Language Processing: Process and analyze human language in text or audio form - No-Code: Drag and drop/visual interfaces that allow non-tech users to build without writing code - On-Demand Communications: Generate personalized communications upon request to meet customer needs - Order Entry: Entering, storing, and transmitting electronic and/or online orders, tests and other services for all types of industries - Order Fulfillment: Manage the process of receiving, preparing, and delivering orders for goods/products - Order Management: Manage and track customer orders for goods, investments, or any other purchases - Order Tracking: Track orders throughout the fulfillment process - Performance Management: Organize and manage the accomplishments and development of employees or performance of applications or systems - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Personalization: Adjust communications based on previous interactions or personal preferences - Predictive Analytics: Predict future data based on historical data sets - Prioritization: Arrange tasks based on the level of priority or urgency - Project Workflow: Create, manage, or update project workflows. - Purchase Order Management: Create, send, and track purchase orders and their statuses - Quality Management: Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. - Queue Management: Monitor wait time and abandonment for incoming requests that have not been routed - Real-Time Analytics: Analyze and gain insights into data in real-time - Real-Time Data: Receive data and information in real time - Real-Time Monitoring: Active monitoring of systems, applications, or networks - Real-Time Notifications: Notifications that are delivered to users as soon as an event occurs - Real-Time Reporting: Active reporting of data and metrics - Real-Time Updates: Receive system updates as soon as any changes are made - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Role-Based Permissions: Set & manage permission levels based on user roles and restrict access to only authorized individuals - Rules-Based Workflow: Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work - Sales Trend Analysis: Analyze the current state of sales data to accurately understand trends and forecast future sales numbers. - Search: Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc. - Search/Filter: Search and filter data across systems to locate required information by entering keywords or certain criteria - Self Service Data Preparation: Access, combine, transform, and store data without the help of an IT department - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Self-service Analytics: Generate reports on your own without IT involvement - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - SMS Messaging: Send messages via SMS - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - Special Order Management: Manage special order requested by a customer - Support Ticket Management: Allow customers/users to submit support queries and service requests - Support Ticket Tracking: Track the status of support tickets/escalations as they move through the service queue - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Tagging: Attach digital tags to documents and assets for identification, search, or monitoring purposes - Task Management: Create, manage and track all task activities and progression - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues - Trend Analysis: Review data from past periods to reveal recurring tendencies and predict future performance - User Management: Manage user accounts, profiles, roles, permissions, and other details across applications, devices or networks - Visual Analytics: Interact with data visualization elements, such as charts and graphs, to drill down into data - Workflow Automation: Streamlining repetitive tasks and activities through automated and predefined workflows - Workflow Configuration: Alter the default workflow to meet your organization's needs - Workflow Management: Create, design and manage workflows for repetitive tasks - Workforce Management: A set of processes to optimize the productivity of its employees --- Get Advice We can help you find the software with the features you need. Features 4.3 (153) 4.3 Based on 153 reviews ## Pricing Value for money 4.1 (113) ### Starting price Free trial not available Value for money 4.1 (113) 4.1 Based on 113 reviews ## Integrations [ Jira](https://www.capterra.com/p/19319/JIRA/)[ Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/)[ Webex Suite](https://www.capterra.com/p/237272/Webex/)[ Talkdesk](https://www.capterra.com/p/132852/Talkdesk/)[ Five9](https://www.capterra.com/p/132405/Five9/)[ Vonage Business Communications](https://www.capterra.com/p/159047/Vonage-Business/)[ TenFold](https://www.capterra.com/p/144586/Tenfold/)[ Bright Pattern](https://www.capterra.com/p/130369/Bright-Pattern/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.2 (112) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.2 (112) 4.2 Based on 112 reviews ## User reviews Overall rating 4.4 Based on 153 reviews Filter by rating 5(83) 4(50) 3(16) 2(1) 1(3) Mentioned topic Sorted by most recent Bhawna D. Technical support Computer Software ### "Service now" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 August 9, 2026 Overall, my experience with ServiceNow Customer Service Management was positive. It provided a reliable way to manage customer cases, requests, and interactions in one place. While the platform can take some time to learn, it was effective for organizing work and improving workflow efficiency. Pros What I liked most about ServiceNow Customer Service Management was its centralized platform for managing customer requests, cases, and interactions. It helped keep information organized, made it easier to track issues, and improved overall workflow efficiency. Cons One downside of ServiceNow Customer Service Management is that the platform can feel complex, especially for new users. Some features require training to use effectively, and navigating through multiple options can sometimes be time-consuming. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AN Anonymous User Client Operations Supervisor Real Estate ### "ServiceNow works fine" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 3.0 3.0 Likelihood to Recommend 7/10 April 17, 2026 Overall, my experience with ServiceNow Customer Service Management has been pretty satisfying. The platform offers a strong set of features that support a wide range of customer service needs, and its flexibility allows it to adapt well to different operational requirements. Once everything is set up properly, it becomes a powerful tool for managing cases, improving workflows, and enhancing the overall customer experience. While there can be some complexity during setup and configuration, the benefits tend to outweigh the challenges. It provides good visibility, helps streamline processes, and supports scalability as needs evolve. Overall, it’s a reliable solution that delivers solid value for customer service operations. Pros What I like most about ServiceNow Customer Service Management is its flexibility and adaptability to different operational needs. It isn’t a one-size-fits-all solution—rather, it provides a wide range of capabilities that can be configured to match how a team actually works. Whether it’s case management, automation, self-service portals, or integration with other systems, you can tailor it to support specific workflows instead of forcing your processes to change. Another standout aspect is how it supports scalability. As an operation grows or evolves, the platform can expand with it—adding new features, automations, or channels without requiring a complete overhaul. This makes it especially valuable for organizations that anticipate change or need to support multiple types of customers and service models. I also appreciate how it brings everything into a centralized system. Having customer interactions, data, and service processes in one place improves visibility and collaboration across teams, which ultimately leads to faster resolution times and a better customer experience. Overall, its strength lies in offering multiple ways to solve problems, allowing organizations to choose what works best for them rather than being locked into a rigid structure. Cons What I liked least about ServiceNow Customer Service Management is the level of complexity involved in getting it set up and running effectively. There are a lot of conditional configurations, dependencies, and moving parts that need to be aligned before you can fully utilize the platform. This can make the initial implementation and even ongoing updates time-consuming and sometimes overwhelming. While the flexibility is a strength, it also means that even simple changes often require working through multiple layers of logic, workflows, or permissions. This can slow down development and make it harder for teams to quickly adapt or troubleshoot issues without deep platform knowledge. Overall, the heavy reliance on complex conditional setup can create a steep learning curve and require significant effort before the system starts delivering its full value. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. PS Preeti S. Software Engineer Financial Services ### "Honest Review about ServiceNow Customer Service Management" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 June 30, 2025 My overall experience with ServiceNow Customer Service Management has been really good. The comprehensive handling of customer enquiries makes it very reliable . Pros The thing that I like the most about ServiceNow Customer Service Management is that the interface is very easy to understand interface and is also very easy to navigate. Raising tickets is very easy. Also, the platform uses very easy to understand English. Cons At times, I find it not very intuitive and also certain features seem a little overwhelming for the beginners. Also, sometimes it is non -responsive or slow to to respond . Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AF Analia F. Ssr. QA Tester Insurance ### "Great tool for incidents and service requests management" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 October 16, 2024 Great tool for incidents and service requests management Pros It provides full integration with teams and tasks, allowing to easy monitoring their status and progress Cons It has so many branches to get an incident sent to. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. TR Tomia R. Sr. Help desk Anaylst Information Technology and Services ### "Everything you need right at your fingertips" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 August 28, 2024 It made life as an analyst very easy. Know that everything you need to know about a ticket is all in one place Pros I like that everything you need to know is in the system Cons It can be a little overwhelming when you first start Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AN Anonymous User Lead Security Consultant Information Technology and Services ### "ServiceNow - Integrate all you can . One stop for Managing your IT Lifecycle." 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 July 12, 2024 Pros Managing ITIL Processes has become easier with ServiceNow. Integration with various security tools helps a lot. Cons Sometimes Implementation can be tideous but the Customer service team is awesome to help you with that. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. SM Solomon M. Project manager Information Technology and Services ### "My Incredibly High Valued Review on ServiceNow Customer Service Management " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 May 7, 2024 Pros It is easy to manage our staffs effectively. It has an easy to use and userfriendly interface that is fit for all our employees. It is easy to cut tickets to our customers having issues. Cons There is nothing we liked the least.It delivered to our company's expectations Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) [Front](https://www.capterra.com/p/132901/Front/) The customer service we receive is incomparable. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AN Anonymous User HR people support Human Resources ### "ServiceNow is the best tool for Ticketing Management" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 0.0 0.0 Likelihood to Recommend 10/10 May 3, 2024 Pros 1\. User-friendly interface. 2. Reduce manual tasks. 3. ServiceNow offers a wide range of IT service management features and they are very user-friendly. Cons The price of the service can be expensive to implement and customize, especially for smaller businesses or organizations with limited budgets. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. SK Song Kean T. NOC SOC Manager Telecommunications ### "A refreshing tool" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 0.0 0.0 Likelihood to Recommend 9/10 April 2, 2024 Smooth and fast tool. Features rich. Cannot wait to explore more to discover the full potential of this tool. Pros The ability to build personal and team reporting dashboards Cons Documentation to get help on creating filters Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. KD Karan D. operation Engineer Information Technology and Services ### ""ServiceNow helps me to manage the Shift Schedule, Daily Incidents, Status of tickets etc"" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 March 25, 2024 ServiceNow provides interface to users to raise incident tickets so intimation about an production issue in application will be highlighted within the organization, hence tracker maintenance solution is provided. Also Ticket status and where the SN call is pending or concern team when work done or halted a message can be provided within the flow of ticket itself is a good user interface so we as operation engineer can easily identify the root cause and suggest solution to respective teams to tackle or resolve the issues Pros As a operation Lead i use ServiceNow on daily basis , it helps me checking shift schedule of my team so as i can assign tasks 2) also to check the current status of Service tickets as like where the call is pending so to get follow up with concern team,3)ServiceNow helps to raise Incident or issues occurs for production application environment to report to centralized senior management team so as to keep tracker Cons Has two view for dashboard one basic view enable to raise tickets and other is agent view to get details about various things about ticket in-depth details and dashboard customization services. In spite can have to different link so that users can use either one which required also we can offer to user which specifically used by that designation Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. 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