# ServiceNow Customer Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra > 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 # Reviews of ServiceNow Customer Service Management Ease of use 4.1 Customer Service 4.2 ## Pros and Cons in Reviews Efficient ticket tracking system 78% positive reviews out of 49 Most users report ticket management enables quick ticket creation, real-time updates, easy assignment, and seamless tracking across teams, enhancing productivity and resolution speed. Frequent slowness and lag 91% negative reviews out of 23 Most reviewers indicate performance and speed issues, noting slow page loads, laggy interface, and delays during frequent use, which disrupt workflow and efficiency. Comprehensive customer service management 88% positive reviews out of 34 Most reviewers describe customer support as highly effective for handling diverse requests, centralizing service needs, and improving user satisfaction through streamlined workflows and robust tracking. ## Showing most helpful reviews Showing 1-25 of 152 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. Alternatives considered [Remedyforce](https://www.capterra.com/p/110648/BMC-Remedyforce-Service-Desk/) 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 Switched from [Remedyforce](https://www.capterra.com/p/110648/BMC-Remedyforce-Service-Desk/) Organization's decision to save cost and increase efficiency 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 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 MSB Mahipal Singh B. Software Engineer Information Technology and Services Used the software for: 2+ years ### "ServiceNow review" April 26, 2022 5.0 My overall experience with ServiceNow is good. Pros Workflow management is the best feature I liked most in this software. With this feature, the company can smoothly manage projects and can also track customer cases and tickets. Cons As of now, I don't get any feature present in this software which I don't like. Review Source VY Vania Y. IT Operations Specialist Oil & Energy Used the software for: 2+ years ### "All-in-one service solution " September 22, 2022 5.0 Fantastic product and they offer administrator training for free if you interested in learning “more than the average bear”. Pros I think the ability to automate Active Directory account creation or deletion, third party software license assignments and access, and manage all of our company’s requests/incidents in one place are my favorite things. Cons The scheduled tasks feature is sometimes buggy in our current version; however we have been provided great support getting this resolved. 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 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 SB Sonia B. IT operations Information Technology and Services Used the software for: 2+ years ### "ServiceNow " July 16, 2021 5.0 Overall a good and Wonderfull experience. Pros I have been using ServiceNow almost everyday for more than 2 years which is really user friendly. Initially It has been very easy to navigate and locate previous tickets on this software. I used ServiceNow as a ticking tool, where my team used to to review the ticket sent by the previous team and add remarks and validation as and when needed, it was a very nice tool to track the overall productivity of the team. Cons I did face starting doing the starting phase as navigating and learning the options took me some time. I would like to enhance more features such as feedbacks, larger vol of data can be saved and customer satisfaction feedbacks which would help the team validity and increase the overall performance. Review Source VR Verified Reviewer IT Support Analyst Information Technology and Services Used the software for: 1-2 years ### "My Experience using ServiceNow Customer ServiceNow Customer Service Management" May 18, 2019 5.0 My work as an IT support Analyst requires that we manage day to day client IT infrastructure and troubleshooting issues experienced by end users, ServiceNow provides a solid system for receiving and actioning these requests. Pros Great for customer service and management, serves the integral purpose of ensuring that user requests are categorised and prioritised appropriately, great for customer satisfaction management as well Cons Can be a bit slow in response time when loading the webpage, I have some inexplainable failures in executing some tasks, e.g ticket resolution, but this is quite rare, most probably a momentary glitch Review Source VR Verified Reviewer pro support engineer Computer Hardware Used the software for: 2+ years ### "excellent to manage escalations " September 2, 2019 5.0 complete software to handle It issues it helps me a lot Pros Servicenow is a very good software if we talk about alerts and escalations. i work in the IT area and the way we handle outages, alerts and escalations with this software is very fast and complete Cons the software is fine some configurations in my organization itself was not very good but i recomend it 100% Review Source VR Verified Reviewer Senior Business Applications Consultant Transportation/Trucking/Railroad Used the software for: 1-2 years ### "Traditional Incident And Change Management Tool." December 20, 2019 3.0 Service now does it's job. Helps you to be on top of tickets and help you in change management. However the product fails to give a modern look and feel. The BI capabilities offered are not great as of now. Pros It caters all the features of IT service management. So on it's own it is pretty complete suite for Incident, Task and Change management. Cons The look and feel is way too old school. Some work on the UI in future releases would improve the experience for sure Review Source VR Verified Reviewer Ops Support Engineer - Team Lead Health, Wellness and Fitness Used the software for: 1-2 years ### "Robust solution for Customer Service" November 8, 2018 5.0 We use ServiceNow for tracking service requests, managing assets, keeping a knowledge base, coordinating agile scrums. It has been a great all around solution that has helped us centralize a lot of what we do in IT Pros It is easy to search for, track, and centralize most of our assets, and customer service requests, in IT Cons Some of the filtering for requests is not always intuitive. 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.