--- title: "ServiceNow Customer Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is ServiceNow Customer Service Management the right Customer Service solution for you? Explore 153 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/" page_type: "reviews" language: "en" --- ServiceNow Customer Service Management 4.4 (153) [View alternatives](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-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 August 20th, 2026 # Reviews of ServiceNow Customer Service Management Ease of use 4.1 Customer Service 4.2 ## Pros and Cons in Reviews Gerrol C Client Operations SupervisorReal Estate, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “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.“ April 17, 2026 Gerrol C Client Operations SupervisorReal Estate, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “This can slow down development and make it harder for teams to quickly adapt or troubleshoot issues without deep platform knowledge.“ April 17, 2026 Gerrol C Client Operations SupervisorReal Estate, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “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.“ April 17, 2026 PS Preeti S Software EngineerFinancial Services, 10,001+ employeesUsed the software for: More than 2 years. “Also, sometimes it is non -responsive or slow to to respond .“ June 30, 2025 Gerrol C Client Operations SupervisorReal Estate, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “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.“ April 17, 2026 Angela N HR people supportHuman Resources, 10,001+ employeesUsed the software for: 1-2 years. “The price of the service can be expensive to implement and customize, especially for smaller businesses or organizations with limited budgets.“ May 3, 2024 Gerrol C Client Operations SupervisorReal Estate, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “What I like most about ServiceNow Customer Service Management is its flexibility and adaptability to different operational needs.“ April 17, 2026 db dakshina singh b Software Engineer IIInformation Technology and Services, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “It gives problem when you start multiple sessions at a time and when you are working on multiple tickets with the customer, it is obvious that multiple sessions will be started.“ September 23, 2022 ## Showing most helpful reviews Showing 1-25 of 153 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Meraz H. Senior Security Consultant Computer & Network Security Used the software for: 2+ years ### "A Great Tool for all the ITSM needs- One that fits All" September 20, 2022 5.0 We utilize ServiceNow to handle inbound IT support tickets, manage IT changes, and track app configurations. This method has been tried and tested, and it consistently delivers. Top-notch all around; have extensive experience managing Incidents, Problems, Changes, and Catalog Items inside IT Service Management (ITSM) modules. Pros The ability to integrate with other applications and personalize the tool for use in ticketing and routing is maybe the most useful feature of ServiceNow. Our day-to-day customer support operations would not be possible without our user-friendly incident management, configuration management, and service documentation.Fast and simple incident reporting, progress tracking, and customer service interaction. ServiceNow is excellent for archiving service documentation; we've catalogued all of our services there, so that when tickets are sent, we can quickly and easily access the relevant knowledge base articles to address the problem. Cons A lengthy upgrade procedure might be the result of too much modification, but luckily there are many resources available to help you out. Non-IT users may find it challenging to use the site without first receiving etxra training. Review Source SKT Song Kean T. NOC SOC Manager Telecommunications Used the software for: Less than 6 months ### "A refreshing tool" April 2, 2024 5.0 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 VR Verified Reviewer Senior IT Analyst Financial Services Used the software for: 2+ years ### "Good Tool but performance is an issue" October 29, 2019 3.0 Can deny that ServiceNow is the best in the category and offer the most functionalities. However, performance is truly an issue as page refresh can be lengthy from time to time. Pros \- out of the box configuration templates is great start point for setup - Deep integration with other ServiceNow tools (big selections as well) - easy for administration to benchmark and track support service - like the fact that it has user customizable queries to filter out only items that you want. Cons \- Performance is an issue. we have been getting on and off slowness that we can't seem to resolve it. - over cost is higher compare with its competitors - there should be ways to duplicates incidents - Search result is unpredictable, sometimes search does not return the result you want without going into the module first (this is inconvenience as sometimes a ticket number is the only thing given and you have to figure it out what kind of ticket before searching) Review Source Victoria O. Global Service Desk Manager Philanthropy Used the software for: 2+ years ### "Using SNow since 2012" November 14, 2022 4.0 99.9% of the work I do every day is linked to either accessing Service Now or working on data produced by SNow. Using SNow for as long as I have, has made me confident in choosing to continue renewal. I have to admit that licencing model changes and yearly negotiations are painful but that is all part of the environment we work in. Pros The fact that the software is widely versatile and scalable for the needs of an organisation. It can use beyond IT but in every department in our organisation as it offers automation of business tasks as well as good reporting and analysis tools. HR processes, Self Service, Approvals, Confidential reporting, schedule reporting and automating routine work, asset management and discovery. Cons The fact that I can not imbed linksBut also think is mostly geared to large organisations. I have not found it to be possible for a small company to take advantage of this service (price plan and configuration is beyond the capabilities for a small company to take, which is a shame). Review Source Ravi S. Senior manager Financial Services Used the software for: 2+ years ### "One of the best Ticketing tools available " April 26, 2022 5.0 Pros Covers all ITIl aspects w.r.t incident, problem and change management. It has a very cohensive environment right from when an employee joins the organisation, getting access to applications, performing day to day jobs with tickets, requests, incidents, problems and changes. Given the fact that it also has inbuilt reporting capabilities, this is an absolute must. It's api and backend can be accessed by multiple softwares and applications enhancing the capability to produce visually appealing reports. Admins/engineers/customer service execs can create their own dashboards to monitor their queues efficiently. Inhouse capability to graphically repsent the queue make things easier while distributing work, prioritising work, planning change activities etc... Cons None that I know of as yet. Whatever customisations i needed were easily available within the existing module. Review Source Stacey B. Systems Administrator Higher Education Used the software for: 2+ years ### "Lot's of features, lot's of complexity." April 10, 2019 4.0 Works 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. Pros Works well for tracking tickets across a diverse organization. Integration with e-mail system simplifies interactions with users. Cons Complexity 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. Review Source Irma V. Service delivery manager Food Production Used the software for: 2+ years ### "great system for ticketing " September 25, 2022 4.0 really great ticketign system. have worked with zendesk, autotask and servicenow is best so far Pros works very well for support purposes. has all needed functionalities Cons can be complicated when it comes to admin stuff Review Source Fabricio B. CISCO TAC Engineer - Switching Telecommunications Used the software for: 1-2 years ### "Very Good IT Comunication Tool" March 28, 2019 4.0 The 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. Review Source Petar Š. Helpdesk Specialist Level 2 Information Technology and Services Used the software for: 1-2 years ### "Easy and productive CSM tool" January 8, 2019 4.0 It 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. Pros Plentiful 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. Cons This 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. Review Source Balaji K. Software Engineer Banking Used the software for: 2+ years ### "ServiceNow Ticket Management Tool" December 9, 2019 5.0 The experience has been fantastic so far. We have been able to resolve tickets that comes to us with a quicker turnaround time since it directly comes to our queue. Pros The best tool for ticket/incident management for a large enterprise organization. It can create and tickets delegating it to individual groups so that it can be look at promptly for resolution. Cons No there is nothing I dislike about this software as it has made my life easy for raising ticket against team and also receiving issues from my application users and provide faster resolution Review Source VR Verified Reviewer HR people support Human Resources Used the software for: 1-2 years ### "ServiceNow is the best tool for Ticketing Management" May 3, 2024 5.0 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 JM John M. Software Engineer Online Media Used the software for: 2+ years ### "Excellent Customer Management Platform" January 13, 2023 5.0 Departmental demands for IT and service are responded to and fulfilled promptly. Superior adaptability and seamless integration It can be easily integrated with virtually any existing portal or dashboard. Using its application programming interface (API), we are integrating with third-party portals, making deployment simpler. The deployment and integration of new employees went off without a hitch. With modern technology, signing and renewing an SLA is a breeze for both parties. This process has been improved and is currently running well. By adhering to key solutions, we have optimized all of our workforce processes and workflows, which has resulted in increased income and decreased expenses. Maximize profits by boosting efficiency and output across the board. To monitor progress and provide updates at any time, a dashboard and visual analytics are accessible. The usefulness of the chatbot system cannot be overstated. Pros With the help of ServiceNow's Customer Service Management platform, issues may be quickly and efficiently resolved for customers and clients. As a result of its extensive array of inbuilt features and capabilities, it consistently provides high levels of service and delights customers, creating a positive impression that sticks with them. It helps inspire trust among our clients. Integration of CSM software's configuration tools with third-party applications runs smoothly and without a hitch. ServiceNow centralizes the management of all our customers' service and IT needs in one spot, and their support staff is incredibly quick to respond to any questions or concerns. Their full-service team responds promptly and professionally to our needs, creating an aesthetically pleasing and enduring product. superior capacity for integration, with a focus on delivering exceptional service to clients around the world. Cons We have absolutely no complaints. ServiceNow's comprehensive CSM offerings provide one of the best customer service encounters available today. Their support staff is quick to respond to whatever issue we bring up, and they always do a great job of fixing things for us. We also hope that they will consider our suggestion for a modest price cut to the premium version, which will allow more businesses to afford it and make full use of the services it provides. Review Source TR Tomia R. Sr. Help desk Anaylst Information Technology and Services Used the software for: 1-2 years ### "Everything you need right at your fingertips" August 28, 2024 5.0 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 RS Rennie S. Solution Architect Used the software for: 2+ years ### "ServiceNow is premier and get better with every release" October 23, 2018 5.0 Overall an excellent product. Pros Highly scalable and provides modular solutions for implementing service based best practices across the enterprise. Initially focused on ITIL it has expanded to include ITOM, ITSM, and ITBM functions. Out of the box solutions for other areas of the enterprise including HR, Security, Governance, Finance, and CSR. The platform itself allows development using standard web technologies and programming skills and they offer a vast documentation library and vibrant community of developers and users. Their support is top notch and they are always quick to respond. Cons Their pricing model is complex and unwieldy. It can be very hard to determine which features you actually have access to. Some of the features which seem like they should be part of the base product functionality are split into sub-modules at additional cost. This can give the impression that you are being nickeled and dimed for every little feature. Inquiring about instance capabilities of technical staff is always referred to your sales rep. Early adopters who did a lot of customization can find themselves in a lot technical debt prior to ServiceNow’s current guidance of best practices. Some of the earlier product design decisions have sometimes forced compromises to be implemented for product growth. This can create some ambiguous methods non-intuitive workarounds to be employed in development. Their documentation can be somewhat sparse on examples or use cases for particular API or feature specific applications. Finally, since the product can become the core of so many areas of the enterprise, it can require quite a large investment in support resources and it requires these resources to understand SaaS management differences vs traditional application support development. Review Source VR Verified Reviewer Business Systems Analyst Gambling & Casinos Used the software for: 2+ years ### ""I Have Had Excellent Experience Using ServiceNow ITSM (Customer Service Management application)."" September 27, 2020 5.0 ServiceNow ITSM has enabled the enterprise wide service management with effective tracking ability. The business users have end to end visibility into the incidents (INCs), requests (REQs), request items (RITMs), change requests (CHGs), Configuration items (CIs) etc. so that triaging of tickets becomes easier for both end users and help desk. Being Business Systems Analyst, I have had an opportunity to work closely with enterprise service desk to create configuration items (CIs) and publish knowledge base article (KBAs). Having ServiceNow ITSM implemented as service management system, I can easily make requests through the user-friendly cloud platform and view the updates of work being done against my requests. Pros I find this product user-friendly, tracking enabled and knowledge oriented. It's definitely better than other competing products in the market as it enforces standard ITIL practices. Cons I have not had such experience to dislike this product. being ITIL certified Analyst, I deem this product very appropriate to follow standard service management practices. Reason for choosing ServiceNow Customer Service Management I was not in the team who made this decision Review Source RS Ramasundaram S. Assistant consultant Information Technology and Services Used the software for: 2+ years ### "Service Now improves issue tracking" April 19, 2023 5.0 Great experience using Service now tool. Moved from HP product to SN Pros Integration with other build in like Slack and other communication tools. Easy to operate and quick to learn Cons Running reports need to be more customisable. Review Source SS Seejal S. Sr Systems Engineer Biotechnology Used the software for: 1-2 years ### "Minimalist and easy to use" November 30, 2023 4.0 Great experience. Easy to use, simple and straightforward. Very less training required as it’s self explanatory. Pros Ticket creation, management and handling. Knowledge base articles are auto suggested using keywords and based on the issue that it detects. Integration with nexthink is seamless. Cons Dashboard is glitchy sometimes and can be better. Review Source VR Verified Reviewer Test Analyst Information Technology and Services Used the software for: 6-12 months ### "Overall it’s good and better" February 11, 2022 4.0 Overall it’s better and suitable for mid level businesses Pros Daily using this for logging tickets and updating the flow and found it much better not best than other software Easy to navigate for simply tracking or logging tickets and passing it on to other team with comments New team members were able to learn it quickly with the help of documentation/articles which we can found easily in help and the design is user friendly from navigation point of view Cons Improvement is required in terms of performance as it gets stuck most of the time doing search for any member outside of our group or closed ticket Review Source VR Verified Reviewer Network Administrator Used the software for: 2+ years ### "It's a great ticket system" January 19, 2018 5.0 Time table of incidents and reports of common every day problems . Pros Very 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. Cons Ticket 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. Review Source NT Naod T. Network Engineer Information Technology and Services Used the software for: 1-2 years ### "Great Tool for Ticketing System" February 9, 2023 5.0 I've been using this tool for more than a year, and it's my personal gear for my day-to-day activity.I'll recommend to anyone who needs proper management of customer ticket for a great work flow. Pros It's very useful to follow up your customer tickets, timely updates and Save in the knowledge article the action taken for troubleshooting resolved issues. Cons Since it's already integrated with my company, I don't find any difficulties in working with its integrations.It has lots of features to be functional, so I'll update my review if I find any cons or improvement point down the road. Review Source VR Verified Reviewer ITSM & CSM ServiceNow Consultant Information Technology and Services Used the software for: 1-2 years ### "The best platform for Service Management" August 29, 2019 5.0 Pros you 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 Cons Cost, 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 Reason for choosing ServiceNow Customer Service Management If the company owns the ITSM solution, having an integrated solution for Customer Management in the same platform can contribute to standardize processes. Review Source AG Alejandro G. Presales Manager Computer Software Used the software for: 2+ years ### "Service Now, the one that gathers them all" October 19, 2017 5.0 We've been working along with servicenow for several years and we have more and more success digital transformations stories by building business improvement strategies upon the Servicenow Platform Pros ServiceNow is a Service Management Platform, ranked by Gartner just as the #1 in the global market of digital service management platforms. Easy to use, deep dive, almost boundaryless ServiceNow software integrates a strong and robust collaborative service management engine, that allows almost all kind of organizations, no matter the economic sector, to optimize and automate any business and IT service through a full function collaborative tool set, such as Asset Discovery, service catalog, business rules definition, SLA's and analytics easy-to-build dashboards, not to mention the application development capabilities which stands as the ServiceNow main differentiators. Cons As any technology solutions, there is and will be room for improvement, starting with more built-in integration capabilities in order to simplify more complex implementations. Review Source BC Balalau C. Senior Consultant Information Technology and Services Used the software for: 2+ years ### "Great platform" July 15, 2022 5.0 Pros Virtually infinite possibilities when it comes to incident management and problem tracking Cons The price is very high compared to other softwares, but considering what it offers it's a good investment Review Source AS Arpan S. Technical Support Consultant Hospital & Health Care Used the software for: 2+ years ### "A powerful CRM containing tons of features." April 17, 2018 5.0 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). Review Source VR Verified Reviewer Experienced IT Administrator Consumer Goods Used the software for: 2+ years ### "Essential for medium to large enterprises" January 16, 2019 5.0 Fantastic for workflows and ticket management Pros It is as customizable as you need. Need layers of approvals on requests. You got it. Cons Sometimes it offers too much and you can get lost in the forest. 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.