# Page 3 | ServiceNow Customer Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - 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 3 - Reviews of ServiceNow Customer Service Management ## Showing most helpful reviews Showing 51-75 of 152 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use JO James O. Cloud Computer Software Used the software for: 6-12 months ### "Poor Interface - Too Much Bean Counting and Not Enough Cooking the Meal" April 13, 2023 1.0 So far, ServiceNow is a distraction with no benefit. Unlikely ServiceNow will ever modernize their product. Every year is 1971 for them, with an IBM 3270 "green screen" interface. Pros To its defense, it does process requests without delay. Cons Poor user interface design. Lacks an understanding of human factors and fails to embrace modern technology.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.Bypassing this tool is often the best course when there is a need for problem description and subsequent analysis. Tools like Microsoft Word and Outlook do pretty well in letting a person express their concerns. ServiceNow is more like the CSR that asks annoying, irrelevant questions and shows no interest in the concern itself. 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 RW Ryan W. Analyst Developer Telecommunications Used the software for: 2+ years ### "Complete Package" February 17, 2020 4.0 We are using this ServiceNow CSM as our primary Customer Service tool and we are easily able to manage thousands of cases per day which we have found difficult when using other applications in the past. Pros The ServiceNow CSM modules offer a full suite of features for customer management. The product is easy to use and extremely flexible. Cons ServiceNow's easy of customization can also be its achilles heel. If managed improperly or over-customized it does not take long to make oob upgrade path unsustainable. Alternatives considered [Dynamics 365](https://www.capterra.com/p/157279/Dynamics-365/) Switched from [Dynamics 365](https://www.capterra.com/p/157279/Dynamics-365/) Dynamics was unable to handle the level of customization required for our business. Review Source VR Verified Reviewer Customer Support Engineer at Cisco TAC Outsourcing/Offshoring Used the software for: 6-12 months ### "Great Tool for HelpDesk Services" April 1, 2019 4.0 ServiceNow was a huge asset for deploying our first formal Support Service Design. The ease of use and default templates, got us up and running in with no issues. Great Experience overall. Pros Out of the box, Service Now comes with configuration templates to get you started on your HelpDesk service deployment. From there, you can start tweaking the tool to match your company needs. This was very helpful to us since we were deploying a ticketing tool for the first time. The deployment process was a breeze, intuitive and we didn´t find any major roadblocks whatsoever. From the user side, is very easy to use, great compatibility with any browser (since is web based), and the amount of tools for reporting are amazing. We are able to benchmark and tweak our Support Service and keep track of our KPI metrics very easily. Cons It can be somewhat overpriced. Other than that, no issue whatsoever. 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 Associate Software Engineer Used the software for: 2+ years ### "Best in response the good thing i love in the service now is they respond very fast for quiries" November 17, 2017 5.0 Pros The service now has very large tools whose main functionality is to make customer happy. They respond to our queries very fast and they make help of the different dashboards to perform their service we are using this for our ticket management here we can generate our different type response type like pdf,word etc their service is extraordinary and i love to work on this a lot Cons There is nothing specifically least in this. Everything is cool and good. We are looking for some new version 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 VR Verified Reviewer advisor marketing Financial Services Used the software for: 2+ years ### "An additional step - but helpful none the less " May 9, 2019 4.0 It was a necessary tool used everyday but it would be better to integrate more features with this service. Pros We used service now as an additional time management tool with other applications to keep track of project progress. Service now was semi easy to use and made up for what our other service lacked Cons Service now could be confusing at times and lacked integration with other systems/software. Could be tricky to change due dates- would have to change all by hand 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 VR Verified Reviewer Manager, Information Security Hospital & Health Care Used the software for: 2+ years ### "Perfect for tracking our customer interactions" April 5, 2019 5.0 Pros Like all ServiceNow modules, the more pieces you buy, the more you gain, this is no different. The customer service management module was a valuable addition to our Incident Management purchase as it ties back to our end user population from a tracking standpoint Cons any customization out of the box requires expensive Servicenow or 3rd party assistance to execute. We're trying to keep it as vanilla flavored as possible. Review Source VR Verified Reviewer R&D Support Information Technology and Services Used the software for: 6-12 months ### "A good ticketing tool with lot of options to develop" November 4, 2020 4.0 The tool is good for any service based organization but needs to focus on some improvements because there are several ticketing tools available in the market with better options Pros It does have good platform to create knowledge articles and save it This can be easily adapted by any organization Cons Need to improve the UI Should have a Better tracking of the comments from the user and the agent Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Zendesk has a better UI and it tracks the progress of the issue better and in a systematic way so that the ticket quality can be maintained. 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 Gladman T. ICT Non-Profit Organization Management Used the software for: 1-2 years ### "Incident management made easy" May 24, 2019 4.0 All customers are saved as there is no risk of custimer service agent forgeting about the incident reported by a client as the system records every incident. Gives customers power to reopen an incident should they feel that they have not been assisted to their satisfaction Pros It is easy to use. Has a functionality for knowledge base which can be used when customer service agents are helping customers. You can add people on the watch list so that they are in the loop of what is happening Cons Creating a new incident from the system is a bit of struggle. The option is not visible 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 Antonio A. ITSM Specialist Used the software for: 6-12 months ### "CIS of ServiceNow" March 5, 2018 5.0 Expand the uses of the ServiceNow Instances, initially oriented to the ITSM main process (Incident, Problem, Change, Asset, CMDB) to the Customer Support side, Pros You can integrate in the Customer Service Management Side, differents process like Case Management, Field Service, and inclusive Sales Force (Using a Plugin) in a single system of records. That gives you the oportunity to manage the main need from the CRM in order to give support of the needs of your clients using differents channels (Web Portal, Email, Chat, Phone, Mobile Apps). Cons In order to cover the need for a CRM solutions some customization may be completed, normally with plugins available into the ServiceNow Instance, Review Source VR Verified Reviewer HRIS Manager Education Management Used the software for: 1-2 years ### "ServiceNow" August 10, 2021 4.0 Pros It has a diverse number of features and is robust. There's a relatively large number of customization options. Cons It's too complicated at times. Finding and exploring information can be difficult. I would actually prefer a simpler interface for users. Review Source Jonathan B. Database Administrator Financial Services Used the software for: 2+ years ### "It's a great tool to use for Customer Service Managemet" April 6, 2018 5.0 Pros ServiceNow is an easy tool to use because it's intuitive and has a lot of options for cutomize, so as a user you can configure what you need. Cons Maybe you can find as a Con the price of this great tool, thera a a lot of tolls that are free on Internet, but you won't have the support ServiceNow gives to this module! Review Source Nazli P. Senior Technical architect Information Technology and Services Used the software for: 2+ years ### "Systematic ticketing system" August 12, 2021 4.0 Its good but little complicated and slow Pros I like the how the system maintain the security level per user. You can see detail work notes and customer notes in different sections. You can setup priority level, team lots of etc stuff which is nice. Cons Its very slow sometimes and takes ages to load the dropdown. Worst part is some dropdowns are mandatory and if it doesn't load you cant create tickets. Review Source MM Meenakshi M. Project Coordinator Retail Used the software for: 6-12 months ### "S\_Now" September 20, 2022 5.0 Excellent, Documents are accessible for guidance. Pros Widely used by companies so easy to train and hire subject matter experst. Cons Building workflows takes time and effort as its not OOB. Alternatives considered [Microsoft Azure](https://www.capterra.com/p/16365/Azure/) Reason for choosing ServiceNow Customer Service Management Cost efficiency, Easy to train and onboard the team. 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 Gabriel V. IT Specialist Computer Software Used the software for: 1-2 years ### "innovated, the new century of customer service management " November 17, 2017 5.0 Pros Before we used servicenow our customer service management software was so old and out dated. One of my favorite things about service now as all the features it had like creating Knowledge Base, assigning tickets to different team members. it was fantastic Cons The only thing i would say that it was so new it was kind of a learning curve but besides that when you figure it out it works and works great. Review Source VR Verified Reviewer Business analyst Hospital & Health Care Used the software for: 2+ years ### "Its all in the initial setup" May 2, 2019 4.0 Pros It can handle large amounts of tickets, as well as supporting documentation and knowledge articles Cons Other users have easier workflows and better functionality, take your time and implement it right 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 CH Carl H. Business Process Analyst Utilities Used the software for: 2+ years ### "ServiceNow does the job, and does it pretty well" November 20, 2018 4.0 Pros ServiceNow does make it simple to assign requests, track workflows and any changes to the request. It makes it easy to communicate and resolve issues. Also makes it simple to manage your own workflow and tasks. Cons One thing about ServiceNow is that it can be more trouble than it's worth to track every ticket. Some requests simply aren't worth the time it takes to fully utilize the system. ServiceNow also does not have a great dashboard or summary of data. You can get there, but it's not as neat as it could be. Review Source NP Nikhil P. Senior Developer Information Technology and Services Used the software for: 2+ years ### "Perfect ticket management tool" December 5, 2019 4.0 We are using the tool to manage the Incidents and services Requests so that end customers can seamlessly access the tool. Pros 1) Great User Interface 2) Easy to create and clone the tickets, cloning tickets saves a lot time. 3) Auto triggered Email notifications for SLA dues 4) Customized dashboards for each user 5) Reports - helps to back trace the tickets and data. Cons While using one will face a little delay in loading a page. While working with dependant picklists, it takes some time to load the values of the field. 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.