# Page 2 | ServiceNow Customer Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is ServiceNow Customer Service Management the right Customer Service solution for you? Explore 152 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews --- ServiceNow Customer Service Management 4.4 (152) [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 March 13th, 2026 # Page 2 - Reviews of ServiceNow Customer Service Management ## Showing most helpful reviews Showing 26-50 of 152 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Client Operations Supervisor Real Estate Used the software for: 2+ years ### "ServiceNow works fine" April 17, 2026 5.0 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 PS Preeti S. Software Engineer Financial Services Used the software for: 2+ years ### "Honest Review about ServiceNow Customer Service Management" June 30, 2025 4.0 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 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 AF Analia F. Ssr. QA Tester Insurance Used the software for: 1-2 years ### "Great tool for incidents and service requests management" October 16, 2024 5.0 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 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 VR Verified Reviewer Senior Technical consultant Information Technology and Services Used the software for: 1-2 years ### "ServiceNow CSM - A customer centric tool/People Management" June 21, 2023 5.0 The OOB system itself is configured with the right solutions that the customer wants. Apart from that, we can customize anything with the help of developers. The system will work seamlessly though. Pros Customer & Consumers, and Contacts management was handled pretty well. People Management is most valuable to provide services accordingly. The integration is seamless hence it provides APIs to make easier. Cons 1\. Portal - There are different portals for customers & consumers in OOB. This is creating confusion in gateway.2. Agent workspace - Performance is Slow.UI can be improved. Review Source Will O. CEO & President Information Technology and Services Used the software for: 1-2 years ### "ServiceNow Not for Small and Medium Sized Businesses" December 14, 2021 1.0 When this was flagged to ServiceNow Management, they have washed their hands of it and said for me not to get my hopes up that they will do anything. It's clear that I am too small of a business for them to do anything for us. My only option now is litigation. Pros The PROMISED functionality is fine. They never got it to a functional state after a year of "implementation." I do not recommend ServiceNow for small and medium sized businesses because ServiceNow doesn't care about fulfilling their promises because losing a small business is no big deal. Cons I feel that ServiceNow lied to me. I was told that it could integrate with NetSuite, our ERP. ServiceNow referred us to one of their partners for implementation. We bought it in December of 2020. It is now December 2021, and the tool is still not implemented. On top of this, they are contacting me asking why I haven't paid for the second year of the service! We have not been able to actually use the tool once! We are too small of a company for Service Now to do anything about the issue. Reason for choosing ServiceNow Customer Service Management We chose ServiceNow because the people seemed competent and trustworthy. I was wrong. Switched from [NetSuite](https://www.capterra.com/p/135757/NetSuite/) We switched because ServiceNow is supposed to be a more robust tool, but we don't know that for a fact because we have never been able to use it. Review Source KD Karan D. operation Engineer Information Technology and Services Used the software for: 1-2 years ### ""ServiceNow helps me to manage the Shift Schedule, Daily Incidents, Status of tickets etc"" March 25, 2024 4.0 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 VR Verified Reviewer Project Manager Computer Software Used the software for: 2+ years ### "Service Now -tools to use for Ticket management" November 3, 2022 5.0 I love the look and feel of service-Now.Support documentation and KB articles.If you have HI portal access then 80% of your problem is gone. Means you will get all the access for KB and documents which help you to understand any issue or product/ releases.Price is bit high but it is worthy to have Servicenow in your company. Pros first and formost point is, most the module is Workflow driven.for Juniors it is ease to use and learn.coding is minimal.you will get hell lot of examples from Web and Service-now communities to refer. APIs are readily available to integrate with any app. Cons if you report a problem or request for new feature then Servicenow team will take time to review that.then they will plan in their road Map may be it will come in next release like they have different release (helsinki/ geneva) or may be it will not come.this software they are keeping upto date so your team should have developers to fix the issue after each release.but i will say their product documentation is so so So good, it will help to understand and fix anything. Alternatives considered [SAP Customer Experience](https://www.capterra.com/p/77372/SAP-CRM/)[Wolken ServiceDesk](https://www.capterra.com/p/160047/Wolken-Service-Desk/) Reason for choosing ServiceNow Customer Service Management Support and Market review of this product is good. Switched from [Microsoft Visual Studio](https://www.capterra.com/p/80230/microsoft-visual-studio/) maintaince of the product and support turn around time. 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 AA Alan A. Learning Manager Printing Used the software for: 6-12 months ### "ServiceNow Customer Service Management Review" January 9, 2022 5.0 I am elated with the ServiceNow product and the way it has helped us integrate the many variables of service into a user friendly platform. Pros ServiceNow software has helped our company integrate formerly separate segments into one service force. Cons As of now, I have not run into many cons of ServiceNow. Reason for choosing ServiceNow Customer Service Management ServiceNow provides expert people to help my company work through all of the variables of service to integrate into the service teams. Review Source SM Solomon M. Project manager Information Technology and Services Used the software for: 1-2 years ### "My Incredibly High Valued Review on ServiceNow Customer Service Management " May 7, 2024 5.0 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 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 OV Omkar V. Network analyst Business Supplies and Equipment Used the software for: 1-2 years ### "Service noe-best ticketing plateform" January 10, 2024 5.0 I am using service now from last two year, i found it very easy comfortable and best application for it ticket and incident management. Pros I like service now ticketing tool like categorised ricketing environment, proper work not addition and multiple types of ticket. Cons Nothing to be disliked in service now it is best used by industries for ticketing purpose and solving customer queries. 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 BC Brian C. Sr. Health data analyst Medical Practice Used the software for: 2+ years ### "Great for assigning jobs and direct communication; dense UI missing common features" November 11, 2018 4.0 Overall this is a fantastic product. It frees up developer resources by taking on administrative and organization responsibilities, connects end users with developers through a consistent interface with straightforward prompts that reduce communication errors and adhere to policies and prevents logjams and delays by implementing a normalizing the request and delivery process so task can be consistently assigned to the appropriate person based on workload, importance, resource needs, etc. The UI issues are irritating, but they do not reduce performance significantly, and they do not impede the product's superior performance with regards to the intended results. Pros All users work in the same interface, creating a pretty seamless pipeline between end users and departments that identify a need and the department and content manager responsible for the requestors need. ServiceNow handles most of the administrative duties, documentation, and organization for tasks/projects from step-by-step request submission, to manager approval, to task creation and delivery, ensuring timely communication and adherence to procedure, while freeing up development time. Cons Although the User Interface is straightforward for most tasks and consistent among all users, there are many rudimentary features that are either buggy or absent. For example, when a task is submitted, both a "request" and a "task" are assigned. They are identical and both must be filled out to close the job, but they do not interact with each other and one can be closed and the other open in the system. Similarly, there are no steps between completing and closing a task, but submitting a task as complete does nothing but refresh the page and change the "complete" option to "close." It doesn't not even populate the completion time. Review Source AT Alex T. Process Analyst Medical Practice Used the software for: 2+ years ### "Hyper-Functional Ticketing System" July 11, 2018 5.0 Overall, this works as a great ticketing system. It also has some light task/project management functionality that we're only beginning to explore. Pros As customizable as you need. Our Supply Chain Contact Center uses ServiceNow as their ticketing system. They're able to capture the source of the ticket (email vs phone), responsible parties, root cause, category and sub-category of issue, comments, and more. It's phenomenal. They've begun to use it to assign tasks from their department to other departments. This is a huge boost to their reporting capabilities, as they can now get a truer picture of their ability to hit SLAs. Our Process Optimization team is ramping up to use this to track reporting and project requests. Another stellar feature is ServiceNow's document repository. We're able to store training or case documents within ServiceNow, and then, when a rep types in their comments, ServiceNow actually displays related training and case documentation at the bottom of the page so the rep can review related documentation and resolve their tickets more quickly. Cons While ServiceNow has been wonderful for our Supply Chain Contact Center, it hasn't worked as well for our Security team, but I believe this has to do with how they've customized it for their own uses. For instance, my department will open a ticket for a new hire to receive proper system access, and we put the new hire's start date in the original ticket. Well, the original ticket isn't what's actually assigned to the Security Analyst - a sub-task is assigned, and the new hire's start date doesn't copy down to that sub-task. Consequently, Security Analysts often have to reach out to us to get information we already put in the ticket. Again, I think this has to do with how the system has been customized for their use. Review Source CS Colleen S. Eccomerce Specialist Cosmetics Used the software for: 6-12 months ### "Horrible customer experience" January 2, 2019 3.0 My 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 Review Source nF nicola F. Impiegato Government Administration Used the software for: 2+ years ### "It help desk " January 18, 2023 5.0 Utilizzo questo software ogni giorno per l'apertura di circa 30 o 40 ticket ed è molto veloce ed intuitivo l'unico problema è il caricamento corretto del database altrimenti si diventa pazzi a correggere tutti i campi mancanti o errati Pros È molto intuitivo si impara ad utilizzarlo in un paio di settimane è molto articolato l'albero degli incident consente di trovare la casistica per ogni problema Cons Sarebbe utile poter individuare tutti i ticket e non solamente gli inc Switched from [OTRS](https://www.capterra.com/p/127284/OTRS/) Cambio di appalto del fornitore 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 Jason P. Application Analyst Computer Software Used the software for: 2+ years ### "ServiceNow A Great Piece of Software " July 31, 2019 5.0 We 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. Pros This 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. Cons There are times that it can be slow when trying to interact with some of the dashboards. Switched from [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Salesforce has too much information that needs to be entered on each ticket. The attraction of ServiceNow is that it is simple and easy to use. Review Source bS balaji S. Data Analyst Lead Chemicals Used the software for: 1-2 years ### "Service now customer service management" July 18, 2022 3.0 Overall this tool need to work on UI and limit the options for the end users. The Dashboard too needs work is displaying the necessary KPIS Pros we have been using this application for more than 2 years now. When it comes to ticket management and issue status management, this has been very effective. The integrity of the tool with OKTA is best thing in this. Cons The tool is very slow with processing things and not very effective in the documentation. It has too many options which is making users confused. Reason for choosing ServiceNow Customer Service Management This tool definitely had a better return on investment. The licensing cost is better worth for what is offered 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 HR/Payroll Administration Specialist Health, Wellness and Fitness Used the software for: 6-12 months ### "Crear ticketes" February 11, 2023 5.0 Los empleados de la empresa crean sus propios incidentes a traves de este programa de manera muy sencilla. Asi mismo a las personas de mi departamento les llega la notificacion inmediata y esto hace que la relacion usuario-departamento sea muy sencilla. Pros A traves de esta herramienta es muy sencillo crear, visualizar y actualizar los ticket o incidentes para buscar solucion a los usuarios. Cons Es bastante extensa y te toma solo unos dias acostumbrarte a usarla. Una vez te acostumbres podras sacarle mucho provecho a este programa. Review Source Similar Products Featured ## Related categories [IT Ticketing Systems](https://www.capterra.com/it-ticketing-systems-software/)[Customer Support](https://www.capterra.com/customer-support-software/)[Customer Engagement](https://www.capterra.com/customer-engagement-software/) ## 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.