# 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 151 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 (151) [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 151 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 Similar Products Featured