# Page 4 | ServiceNow Customer Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - 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 4 - Reviews of ServiceNow Customer Service Management ## Showing most helpful reviews Showing 76-100 of 152 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Change Manager Financial Services Used the software for: 2+ years ### "Good overall ITSM" January 12, 2019 5.0 Pros It covers all aspects of ITSM, from requests to changes. Cons It is a bit cumbersome, and locks up frequently. Review Source VR Verified Reviewer information security analyst Information Services Used the software for: 1-2 years ### "Servicenow" June 30, 2019 4.0 Pros We use servicenow for for customer service i.e when any user gets a problem they create a ticket which the issue and assign it to appropriate team and based upon the severity we can create P1 to P5 tickets. Cons I like the tool and i dont have other option. Review Source José Luis P. Procurement Chief Textiles Used the software for: 2+ years ### "Great information management!" April 24, 2019 5.0 I would completely recommend this product. Has demonstrated trustworthiness to handle all the information transmitted through out the site. Pros We have had the best experience with Service-now. It has proven to have the storage capacity for a company this big. It is the best tool for uploading tickets to be resolved by any other department (not only IT), as well as sharing information throughout the entire company. Cons Nothing at all! I would definitely user ServiceNow again! Review Source VR Verified Reviewer Service Desk Engineer Consumer Goods Used the software for: 6-12 months ### "Best ticketing management tool" August 28, 2019 5.0 Still, this is by far the preferred ticketing system for managing IT issues and projects Pros The ticketing and field management is the best I've seen, coupled with how it can integrate with other call management systems and knowledge bases Cons It can consume alot of memory and hand at inconvenient times. You will find while using it in high volumes that you'll need a notepad handy as the program can lock up while in use Review Source DM Dimitar M. Technical Support Analyst Financial Services Used the software for: 2+ years ### "My experience with ServiceNow" March 31, 2019 4.0 I've been using SNOW for over 2 years now. It is amazing tool, with so many options. However I hear from the management that is very pricy to add multiple components and this limits the usability of the tools it have. Pros Amazing variability of options. Very easy to track tickets and create useful dashboards. Reports that can show almost anything Self-service section Cons Very Pricy Sometimes when opening few windows after you save a ticket it takes you to a "strange place. Gets slow sometimes due to it's large DB. Review Source VR Verified Reviewer Business Process Leader Information Technology and Services Used the software for: 1-2 years ### "Great ticketing tool for Customer Service " August 6, 2019 5.0 Great ticketing tool, perfect for a quick resolution Pros user friendly, great tool for customer service, easy options for reporting as well Cons Had some troubles attaching the KB articles to the tickets. It was loading forever. Review Source KW Kevin W. IT Analyst Financial Services Used the software for: 2+ years ### "“Service Now - Your Control Center to provide customers with moments of magic”" August 15, 2018 4.0 Service Now Customer Service management has been a useful tool to handle all types issues relating to desktop, infrastructure, remote access and a host other sections relating to the user and their system/network. Pros for anything in your workplace. you can create templates to put in tickets for incidents or requests relating broken items, adding items or even for setting up new hires. Cons the search engine can be awkward to use. Sometimes it doesn't provide the proper answer to a search. Review Source AB Ankur B. Developer Computer Software Used the software for: 2+ years ### "Overall Good SaaS & PaaS tool to handle ITSM processes" October 31, 2018 4.0 Pros 1) Covers most of the ITSM process required in an organization 2) Platform allows development using latest web technologies and supports integration with 3rd party apps 3) ServiceNow Customer Support team is very much good at resolving any issues/tickets 4) Good application as SaaS and PaaS 5) Allows customizations to out of box script components and enhancements Cons 1) Cost could be one factor which they need to improve upon 2) Upgrade activity requires lot of efforts 3) Sometimes the code/script may break while it was working earlier well 4) Requires good training to be given to non-technical staff for proper use of tool Review Source Ramesh M. Associate Manager Computer Software Used the software for: 1-2 years ### "ServiceNow Review" November 1, 2018 4.0 My Organization started using Service now year back and overall experience is good Slowness is one issues but not major. We are also planning to implement Request Management in service now with multi tenants. Pros Very Good user interface easy Navigation , Search functionality Excellent Reports and Analytical capabilities Excellent Dashboards Clock Timer for each Incident and TATs is good feature Cons Slowness is problem sometimes Should use different TABs instead of showing all content in long page view Bit expensive Price is concern Customization can be more better compare to Salesforce Review Source Srishti K. Service Integration Manager Information Technology and Services Used the software for: 1-2 years ### "Awesome Tool" October 17, 2018 5.0 Pros I have used ServiceNow in HCL while working for client. Its just not an incident management tool. It has lot more to do & manage data. Cons NA. It is really a good demanding tool in the market. Review Source jG joseph G. Information Technology Hospital & Health Care Used the software for: 1-2 years ### "Great ticketing/tracking system!" November 27, 2018 4.0 ServiceNow has really help streamline our ticketing system for our customers. Creating reports helps with identifying problem while also creating metric to identify future problems! Pros I really like how setting a "configuration item" will create a template for different type of issues. For example, when a user calls our help desk for issues concerning Outlook. When you use the OUTLOOK Configuration Item, a pre-determine template will already complete the appropriation "tracks" for resolution. Cons The mobile application lacks several of the key features that make the full desktop version so easy to use. Review Source JC James C. Engineering Consultant Automotive Used the software for: Less than 6 months ### "Don't use IT Service Now" December 27, 2023 1.0 Don't use Service Now. don't waste your money. Pros None of the Service Now items belong to the "Like" group. Cons Service Now technician can not fix anything. It is worthless. Review Source pM pratik M. DevOps Engineer Computer Software Used the software for: 2+ years ### "An awesome saas and paas application " October 8, 2018 5.0 It’s an very demanding cloud platform. They also offers you to provide various commercial scope application platform as well. Pros 1) An awesome application as Saas and Paas as well, Good inerface, user friendly and easy to use. 2) Due to backend code in jaava and JavaScript it is very flexible. 3) Cloude data and services is simply awesome. 4) The best thing is its also supports to integrate autoCAD as well. Cons 1) To implement discovery tool for automatic cmdb population have some hogh cost concern. 2) When you using a UI action which has script inside it freezes the screen. 3) Upgrade to an instance will become quite hectic. Review Source VR Verified Reviewer Manager Higher Education Used the software for: Less than 6 months ### "Not great for project managment " September 29, 2020 3.0 Overall, I think something more specifically created for project management would be the best way to go, and save ServiceNow for problem-reporting. It's also not terribly intuitive, which isn't great for on-boarding new employees. Pros Service Now is probably excellent for certain uses, such as when customers are writing in with a problem. I've never used in on the backend for such a purpose, but it seems like that would work well. Cons It's not great for project management. I especially don't like how when people send in a request, it sends them back an email with an incident number. Incident is a scary word! It's not an "incident" just because people are requesting a project from your team! Review Source VR Verified Reviewer Acquisitions Leader Hospital & Health Care Used the software for: 2+ years ### "great cloud software for service ticket management" January 11, 2018 5.0 Pros easy to set up, use and administer software that can be ramped up quickly as the learning curve is relatively low and the eco system around this is growing as well Cons would have been great if building reports were much more intuitive for the end users to be able to write their own query - at the moment, there is heavy reliance on IT to write reports Review Source SJD Samson Jabin D. Application Systems Analyst Hospital & Health Care Used the software for: 1-2 years ### "One Shop Stop" April 11, 2019 4.0 We are using ServiceNow to replace our service delivery management across the entire state. Pros \*Very much customisable to suit to business needs. \*Can integrate with multiple other ServiceNow softwares to make a enterprise running mogul. \*Interlinked with other modules and always cross reference records \*Intuitive UI design. Cons \*Though intuitive, needs training to be able to use the software. \*Uses Dot walking for selecting tables in database, will confuse regular users. \*Reports and internal workflow can be confusing. Review Source VR Verified Reviewer VP of Logistics Consumer Goods Used the software for: I used a free trial ### "Wish it had more integrations, because this is a winner" June 16, 2021 3.0 I really want to be able to use this, beyond the free trial, and I'll be watching out to see when more native apps and integrations are released Pros ServiceNow is a lot more powerful than FreshDesk. It has more features built-in and a better content database Cons ServiceNow has fewer native integrations than other software programs in its class. For example, I was unable to integrate shipstation, without having to really "program" it. I need plug and play. Alternatives considered [RingEX](https://www.capterra.com/p/242188/RingCentral-MVP/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source VR Verified Reviewer Senior Security Analyst Government Administration Used the software for: Less than 6 months ### "Overly complicated and clunky" January 12, 2021 4.0 Its a decent piece of software and can serve many different uses. I generally would recommend something more lean and specialized to your segment. Pros In general there are a ton of features to ServiceNow and I can see why it is a common choice for enterprise. It can be highly customized and built to fit the existing processes of an enterprise. Cons As with any large enterprise software, it can feel clunky and complicated. I generally like systems that are more lean and agile rather than overly built. It feels a bit slow and not user friendly. I have noticed that changes can be hard to make and often take months for our team to implement. Review Source AS Ana S. Software PM/Engineer Medical Devices Used the software for: 2+ years ### "General queues" November 10, 2022 3.0 Searching challenges and finding a lost ticket number can take a while Pros It's very configurable with a little of options, easy yo use Cons Better search power would be useful and make it easier Review Source Travis B. Senior IT Administrator Automotive Used the software for: 6-12 months ### "Great ITSM platform" November 16, 2021 5.0 Pros Super easy to navigate, clear and consistent results Cons when it errors out there is very little support available Review Source VR Verified Reviewer Arquiteto de Infraestrutura Used the software for: 1-2 years ### "For users, it's simple and easy. Really" April 26, 2018 4.0 Solved our users problem, to allow them to watch what is happening to solve their problems. Really Good. Pros The environment it's really fast to setup, you may build all your support options, link incidents and close the problem and automatically close all related incidents. Cons You need consulting services since the beginning. It's fast, but after some time you need to interact with them always, what may be tedious and making you think you your money is really being spent correctly. Review Source MS Monalisha S. Analyst Information Technology and Services Used the software for: 1-2 years ### "Ease of Use is Good" March 18, 2023 5.0 Pros I use it for ticketing purpose and it is very easy to understand and implement. Cons The software can be laggy at times . No major lags though. Review Source AB Adnan B. Supply Chain Planner Wholesale Used the software for: 1-2 years ### "Tickets!!" May 13, 2022 3.0 Pros Covers a lot of units like customer support, IT support. It can be used for both internal and external customers. Can generate extensive reports regarding SLAs and the number of tickets being opened and closed. Cons Complex and somewhat expensive licensing program. Can get very slow at times. Review Source VR Verified Reviewer Coordinador de soporte y operaciones Health, Wellness and Fitness Used the software for: 6-12 months ### "Excellent For services desk" July 31, 2019 5.0 Pros This software is effective when you need to add notes and documents to the tickets. It has easy access to shortcuts and sends alets to the customers. Cons This software sometimes was slow for loading Review Source Brian D. Help Desk Analyst Information Technology and Services Used the software for: 6-12 months ### "It's good but not great" September 11, 2018 5.0 Pros It is cool as it doesn't time out like other software of the same nature. Cons Only thing I dont like about it, is when creating a ticket, you have to save between each step from start to resolved 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.