# Page 6 | ServiceNow Customer Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 6 - 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

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ServiceNow Customer Service Management

4.4 (151)

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Last updated March 13th, 2026

# Page 6 - Reviews of ServiceNow Customer Service Management

## Showing most helpful reviews

Showing 126-150 of 151 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

EG

Eric G.  
Supply Chain Contact Center Manager  
Medical Practice  
Used the software for: 1-2 years

### "ServiceNow is a great ticketing system."

June 6, 2018

5.0

Pros

ServiceNow is user friendly, dynamic, and has the capability of capturing as much data as we need to for reporting and tracking purposes.

Cons

The only thing I can think of as a possible con is the ease with which reporting data can be captured. The data is there, but it can be cumbersome to export to Excel.

Review Source

DV

Deepti V.  
ITSM consultant  
Information Technology and Services  
Used the software for: 6-12 months

### "Best ITSM Platform"

July 2, 2019

4.0

We introduced all modules of the organisation under one platform.

Pros

User Friendly Every module under one platform AI, Knowledge Mgmt, Itsm, CSM etc.

Cons

Licensing limitations Costly Every year it gets upgraded which costs a lot to the existing users

Review Source

JK

Jen K.  
Marketing Database Analyst  
Banking  
Used the software for: 1-2 years

### "Good IT service management tool"

December 27, 2018

4.0

Pros

ServiceNow is a mostly a pretty good IT service management system. I work in IT and all of us use ServiceNow to input and manage tickets. I like that I can pop open a screen and see all my open tickets in one place. The ticketing interface is straightforward, and I like that I can add internal notes and assign priority ratings to my various tasks. I think most users have been very happy using it.

Cons

My only criticism is that it could use some help as far as navigation goes. There seems to be a lot of menu items/setting that I don’t use or don’t know where to find. Would like a cleaner look.

Review Source

AZ

Alissa Z.  
Systems Manager  
Medical Practice  
Used the software for: 1-2 years

### "Use daily for a number of activities and teams. "

May 10, 2018

5.0

Pros

Easy to use submission of issue or service request and great tracking, reporting, and status tracking of requests.

Cons

I would love to be able to access directly from within some of the other applications I use. This is not currently available

Review Source

SS

Sandeep S.  
software engineer  
Computer Software  
Used the software for: 6-12 months

### "Cool product and nice features"

February 4, 2022

4.0

Pros

Nice user experience and better customer experience for ticket management

Cons

customer support can be improved and helpful to users.

Review Source

AA

Ali A.  
Clinical Systems Designer  
Hospital & Health Care  
Used the software for: 6-12 months

### "Good application"

April 25, 2019

5.0

Pros

Good for raising and keeping track of service now tickets from end user

Cons

When resolving a ticket can cause you to re fill information if you miss a step

Review Source

UG

Utkarsh G.  
Administrator  
Information Technology and Services  
Used the software for: 1-2 years

### "Nice ticketing tool"

April 12, 2023

5.0

Overall experience is good on this tool.

Pros

Its user friendly interface, its ability to be integrated with MS-Teams and outlook is very good feature.

Cons

Integration is very easy, nothing to dislike about.

Review Source

SS

Steven S.  
Director, BCM  
Insurance  
Used the software for: 1-2 years

### "Simple, easy to use."

November 14, 2017

4.0

Captures all of the work assigned to our team for future reporting or metrics gathering.

Pros

I appreciate the automatic feed of service tickets that flow from the requester to the team I serve on and it allows any of the three of us to take responsibility and own the ticket until resolution.

Cons

Once assigned the ticket, it is sometimes confusing on which fields need to be completed and it would be nice if those were highlighted or called out a bit more to allow for the timely completion of the service ticket.

Review Source

BM

Benjamin M.  
Lead Front End developer  
Financial Services  
Used the software for: 6-12 months

### "Get the job done"

April 2, 2020

3.0

Overall, the software has been doing the job with limited frictions.

Pros

ServiceNow CSM is a great tool to enable user to have Self-serve capabilities on workflow and processes. I've been using it to use the workflow for accesses approval. It is easy to use.

Cons

Sometimes, it the front end of the software can be a bit slow. This might be due to incorrect implementation. As well, finding things inside categories is not always super easy.

Review Source

JJ

Jill J.  
Copywriter  
Retail  
Used the software for: 1-2 years

### "Really simplifies IT requests"

October 8, 2018

5.0

Pros

Using ServiceNow really simplified making any IT requests we had at our company. Made it super easy to get things done!

Cons

No cons except that I feel this sort of software could be used for teams other than just IT. Would be great for any team managing internal requests.

Review Source

CE

Christina E.  
  
Construction  
Used the software for: 6-12 months

### "ServiceNow"

November 17, 2016

3.0

We use ServiceNow for tickets, Projects and Change Management. Although some of the processes can be a little lengthy at times, it does have some good features.

Pros

Everything we need is in one place.

Cons

Lengthy processes.

Review Source

Ted T.  
  
  
Used the software for:

### "A mile wide"

November 3, 2016

4.0

Service Now can be described as a mile wide in that it had a a feature for most anything you would want to do.

Review Source

VK

Vivek K.  
Program Manager  
  
Used the software for: 1-2 years

### "Good "

November 10, 2017

4.0

Pros

This module has all relevant functionalities, workflows. It's very easy to customize these to your specifIc needs. Reporting is also very good

Cons

There are not many integrations available out of box. I wish that there were integrations with the most used other customer service management products

Review Source

EB

Emily B.  
Maintenance Administrator  
Electrical/Electronic Manufacturing  
Used the software for: Less than 6 months

### "Just ok. "

September 18, 2017

3.0

It makes communication with customers more efficient and keeps them updated in an organized fashion.

Pros

The software is visually neat and can be somewhat customized to show the data you need to see. I like that I can see an overview of work in a list and change the column information and order.

Cons

The customer can't customize the fields or drop down options. If I need something changed I have to make a service ticket instead of just altering settings.

Review Source

AG

Austin G.  
Senior Infrastructure Administrator  
Financial Services  
Used the software for: I used a free trial

### "Not enough bang for your buck"

July 11, 2019

4.0

Pros

The interface was very clean, simple and easy to use. Speed was not an issue but, being cloud-based, this will depend on the internet connection. There are no shortage of options and add-ons which can be great if the value is justifiable and the budget allows for it.

Cons

Every option and addition were cost-prohibitive. For any kind of automation to occur, a secondary module is required at almost the same price as the base module. This is only one example of the a la carte nature of ServiceNow. Compared to other applications that include these features, it can be up to 3x the cost.

Review Source

BB

Bhushan B.  
Team Lead  
Information Technology and Services  
Used the software for: I used a free trial

### "When you get limited in SaaS, explore ServiceNow"

June 9, 2019

5.0

Pros

I think, Service Now has been made to overcome all the limitations of SaaS providers from a market like Salesforce.

Cons

Personally, I don't like their UI theme but yes they have good UX.

Review Source

NT

NEERAJ T.  
Engineer 3  
  
Used the software for: 2+ years

### "Service now is very good tool."

September 15, 2017

5.0

Pros

Service now is awesome tool to open service request. Service categorization is very good. It is very easy to use so that every one in corporate can use it. You can update your later also after opening service request which is very good feature.

Cons

Tracking of service request is little bit complex because whenever service request open there will be task associated it which is cumber to track issue.

Review Source

NG

Naveen G.  
SAP Expert  
Pharmaceuticals  
Used the software for: Less than 6 months

### "Service Now GRC is a perfect tool which we are looking for in terms of SOX compliance"

March 9, 2018

4.0

Excellent solution for SOX and other compliance monitoring solution

Pros

It has all the required features in terms of Internal controls monitoring and Risk Management, Interactive Dashboards etc.

Cons

Product is little slow to use. cannot interact with other systems like SAP or other ERP. Most features should be given for end user to configure.

Review Source

HK

Hitesh K.  
Analysts  
  
Used the software for: 6-12 months

### "CRM having extra ordinary features"

April 26, 2018

4.0

Value for money investment and customer will be well informed using automated email.

Pros

\- Multiple customers can be easily integrate into one CRM tool - Interlink between Case, Problem, Incidents can be easily trackable

Cons

\- Some modules are running very slow - Poor advance search functionality - less options for customization

Review Source

AA

Ana A.  
Business Consultant  
Banking  
Used the software for: Less than 6 months

### "Service Now as a way to track tasks"

August 4, 2018

5.0

Pros

What I like about ServiceNow is that you can track your tasks and others, know how much time did it take to complete a task and review your load on the dashboard

Cons

At the beginning is not so easy to understand. Specially the testing category. But it will take only a couple of tries to understanding.

Review Source

MS

Muhammad S.  
technical consultant  
Information Technology and Services  
Used the software for: Less than 6 months

### "Good"

August 23, 2019

4.0

Pros

Its over all nice and a lot of customization is involved

Cons

sometimes it hangs and takes time to reload

Review Source

AL

Adnan L.  
Project manager  
Computer Software  
Used the software for: Less than 6 months

### "Very effective service desk platform"

July 6, 2018

4.0

One of the best tool for ITSM

Pros

One of the best service desk tool for managing complex service desk and IT service management environments comprising of medium to large user base and CMDB

Cons

A little complex for non technical staff due to multiple or more option and not so user friendly interface

Review Source

KP

Kim P.  
  
  
Used the software for:

### "ServiceNow "

April 17, 2017

4.0

Importing data into ServiceNow for the initial setup was easy, however, customizing everything in the forms, data, etc. could get a bit tricky. You can automate a lot of processes if you know how to script - it also runs a LOT of different reports if you need it to. There are definitely a lot of features in ServiceNow that you can take advantage of, but with an additional price.

Review Source

GM

Gina M.  
Analyst  
Business Supplies and Equipment  
Used the software for: Less than 6 months

### "SNOW CRM"

August 13, 2019

5.0

Pros

The SNOW software was easy to use and manage client relationships on

Cons

At times, the back end for SNOW CRM could be confusing

Review Source

SE

Sam E.  
Assistant Controller  
  
Used the software for: Less than 6 months

### "ServiceNow has been a good new addition."

January 11, 2018

5.0

Pros

ServiceNow is much more fleshed out than previous products I have used. There doesn't seem to be many restrictions on being able to use the software the way you want to.

Cons

It seems fairly expensive to me. The interface can also be a little overwhelming given the multitude of options.

Review Source

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