--- 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" publication_date: "2026-09-28" --- 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 September 28th, 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 JO James O CloudComputer Software, 1,001 - 5,000 employeesUsed the software for: 6-12 months. “About the worst part is the designers show a very low interest in gathering the concern being discussed. When you finally get to "problem description," it's buried on page two in a small window that uses 6% of the available display. But that area cannot accept any cut/paste of screenshots.“ April 13, 2023 ## 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 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 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 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 anthony E. Business Analyst for Data Analytics Semiconductors Used the software for: 1-2 years ### "Good customer service management application" August 13, 2018 3.0 Service now is a very good ITSM software. This enables us to accurately track issues occurred in our organization from being raised until it is resolved with definite resolution. Pros What I like the most in this software is the flexibility. It enables you to add customized workflow, option selections, custom pages depends on your business unit, customization reports and data API. Cons The only thing i don't like with this software is the performance. especially when you add too many contents on your page. I think this is the only downside of this application. 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 NK Norbert K. Functional Analyst Information Technology and Services Used the software for: 2+ years ### "I really appreciate using Service Now in my daily basis" May 8, 2022 5.0 I'm using Service Now as a daily tool to support users with their technical issues and I find Service Now as a excelent tool for this. It's easy to use for users, customizable for me and my colleagues from the support team, have many options to organize Your work. I appreciate it very much and if I change my job, I hope that I will also work in Service Now in the new one. Pros I think most important part that I like is posibility to configure Service Now layouts, list and elements on the screen to meet Your personal needs. Want to have this element to be shown in Your homepage dashboard? No problem! You need to create own template to not put the same response every time? Sure thing, You can do it here! Very layouts and pages which I like the most. Cons I think building reports and dashboards can be quite difficult when You are trying to do it first time. Report and dashboard builders are quite complex tools any such many options can be shocking at first and you need to spend some time to discover what is what and get used to it. Review Source VSP Vidya Sagar P. Cloud Support Engineer Information Technology and Services Used the software for: 2+ years ### "AI powered Service now management" September 25, 2022 5.0 It was great creating workflows and automating the recurring issues. Pros I like the way ML/AI is integrated with incident management and reduce the workload and fastly act on critical issues Cons It still needs to mature to cater for wide variety of platforms and workflows Review Source MSP Mohamed Saleem P. Account Security officer Information Technology and Services Used the software for: 2+ years ### "One of the best in market Ticket management tool" September 15, 2023 5.0 Pros its integration with knowledge to access to previous similar cases and knowledge articles Cons As a SAAS service the tool gets slow very often Review Source VR Verified Reviewer Lead Security Consultant Information Technology and Services Used the software for: 1-2 years ### "ServiceNow - Integrate all you can . One stop for Managing your IT Lifecycle." July 12, 2024 5.0 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 VJ Vershley J. Consultant Computer Software Used the software for: 6-12 months ### "Great tool for tickets management" July 15, 2021 3.0 Quite a good tool. There are other tools that are available right now that does almost the same job. ServiceNow needs innovate fast. From the few months i've used the system, I've never got any major issues. Pros Easy to know which tickets me or my team have been assigned to. Setting up dashboards can be tricky but once they have been set, we can easily identify the workload for the week. Cons Quite complex to set up dashboards, this needs to be simplified. The website can be slow at times and finding a specific keywords on a ticket can be difficult at times. Alternatives considered [Azure DevOps](https://www.capterra.com/p/170547/VSTS-DevOps/) Review Source NK Nishant K. Netbackup administrator Information Technology and Services Used the software for: 2+ years ### "Servicenow review" September 21, 2022 4.0 Other than ticket encryption, everything is good in servicenow what a company truely desirea Pros Its easy, simple to use. Visibility for both team and customer Easy to work notes and create change, request etc Cons Encryption could be better. Anyone can check the ticket and comment and what not.. So here its lagging Review Source dsB dakshina singh B. Software Engineer II Information Technology and Services Used the software for: 2+ years ### "ServiceNow Customer Service Management- Review" September 23, 2022 5.0 Pros The most impactful feature of it is customer ticketing management. The way it is designed makes it very easy to work with customer and internal team at the same time. The flow is designed very user-friendly and easy to use. Cons The least I like about the servicenow is the performance issue sometimes. 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. Review Source VR Verified Reviewer Helpdesk Food & Beverages Used the software for: 2+ years ### "Great for IT Technicians" August 16, 2019 5.0 Use 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. Pros Easily 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 Cons The 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. 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.