# ServiceNow Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is ServiceNow the right Help Desk solution for you? Explore 347 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/254088/ServiceNow/reviews --- ServiceNow 4.5 (347) [View alternatives](https://www.capterra.com/p/254088/ServiceNow/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 Ease of use 4.2 Customer Service 4.3 ## Pros and Cons in Reviews Jared S Software Developer and ConsultantComputer Software, 51 - 200 employeesUsed the software for: 1-2 years. “Overall, ServiceNow has been an effective platform that streamlines operations and supports structured Change Management, though it requires thoughtful configuration and ongoing administration.“ December 18, 2025 AF Andrei F Knowledge SpecialistInformation Technology and Services, 10,001+ employeesUsed the software for: 6-12 months. “At times, especially as a beginner, it may be hard to navigate with all the various levels of a customer ticket--Interactions, Requests, RITMs, SCTasks etc. And then there's the occasional what seems like a bug.“ November 28, 2025 Joshua K DirectorResearch, 2 - 10 employeesUsed the software for: More than 2 years. “There is a big number of modules one can add to the platform, including software and hardware inventory, business applications, application services, among many others.“ May 22, 2025 Jared S Software Developer and ConsultantComputer Software, 51 - 200 employeesUsed the software for: 1-2 years. “The platform can be complex to manage, especially in Change Management where configurations can become cumbersome, and it can be expensive to implement and maintain.“ December 18, 2025 JG Justin G IT SpecialistFood & Beverages, 51 - 200 employeesUsed the software for: 6-12 months. “ServiceNow offers robust ticketing with powerful automation and reporting, though initial setup and customization can be complex.“ July 16, 2025 GT George T Operations ManagerPublic Safety, 51 - 200 employeesUsed the software for: 1-2 years. “The typing shortcuts usually used in other softwares have different functions that are misleading for example if you type Enter the ticket is submitted while your intension is to start a new sentence“ July 2, 2025 Antoinette C Customer Marketing ManagerInformation Technology and Services, 501 - 1,000 employeesUsed the software for: 6-12 months. “ServiceNow helps our company organize, interpret and develop data using dashboards.“ December 2, 2025 YO Yewande O HR CoordinatorGovernment Administration, 1,001 - 5,000 employeesUsed the software for: Less than 6 months. “Bugs and issues was difficult to resolve as it requires reaching out to customer support all the time“ November 23, 2025 ## Showing most helpful reviews Showing 1-25 of 347 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Andrew R. Cyber Security and Compliance Insurance Used the software for: 2+ years ### "Great Customer Ticketing Solution" February 27, 2026 4.0 Overall I would say I am pretty happy with it. I loved how it allow easy ticket escalation and allowed collaboration with other departments. Pros It has a great user interface that is very easy to manipulate and learn from an end user perspective. It has a ton of customizable options available. Cons When extracting from the old existing Remedy platform it was a bit tricky to get it to fully integrate. Switched from [RemedyOnCall](https://www.capterra.com/p/242283/RemedyOnCall/) We decided to move to a new platform that was more elastic Review Source NK Norbert K. Salesforce Analyst Information Technology and Services Used the software for: 2+ years ### "ServiceNow – Grows on You" August 21, 2025 5.0 ServiceNow is a solid and reliable system that I use daily. It helps organize work, automates many processes, and supports team efficiency. Despite the initial learning curve, it becomes a very convenient tool over time. Pros ServiceNow enables fast and transparent management of tickets and workflows. The interface is intuitive, and reporting tools are very useful for daily operations. It also integrates easily with other systems like Salesforce CRM for example Cons ServiceNow has a relatively high entry level in my opionion. Setting it up and understanding advanced features takes time and expertise. New users may feel overwhelmed by the number of options and the complexity of the interface. Switched from [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) To be able to cooperate globaly with all territories Review Source Tom E. Senior Frontend Developer Information Technology and Services Used the software for: 1-2 years ### "A decent product with a couple of connectivity issues" March 29, 2026 3.0 Overall ServiceNow is a good product and puts me in touch with the right people. However the only downside for me is the connectivity issues on occasions. Pros ServiceNow puts me in touch with our IT support team usually relatively quickly. It has a very convenient Microsoft Teams plugin. Cons Whilst using ServiceNow, I do have connectivity issues occasionally where, I receive messages stating the conversation has timed out. Review Source SKT Song Kean T. NOC SOC Manager Telecommunications Used the software for: 2+ years ### "User experience on ServiceNow" July 28, 2025 5.0 All pleasant experience so far. Practically there is no unexpected downtime. The overall look of the application has been set up nicely. Pros GUI is user friendly Ability of building dashboards for effective monitoring Ability of inserting customized templates for ticket creation Cons Notifications configuration is rather confusing. The explanation of the settings is non existence and hence it is hard to know what you would receive after enabling certain settings. Switched from [Remedyforce](https://www.capterra.com/p/110648/BMC-Remedyforce-Service-Desk/) As part of a tool standardization process, the Company decided to make the switch Review Source MP Mattia P. IT Operations Manager Food Production Used the software for: 1-2 years ### "Good ticketing tool" August 1, 2025 5.0 Pros An excellent ticketing product, definitely the most famous, it allows for many integrations, many of which are already ready to use. I believe this is its real strength. Cons Not too easy to configure, some settings or features require time and skill, but once completed, it remains truly excellent. Switched from [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) A corporate decision by the group, given that ServiceNow is much better known worldwide, so as to bring the various countries together. Review Source JG Justin G. IT Specialist Food & Beverages Used the software for: 6-12 months ### "Powerful but Complex ITSM Solution" July 16, 2025 5.0 ServiceNow offers robust ticketing with powerful automation and reporting, though initial setup and customization can be complex. Pros Streamlined ticket tracking, customizable workflows, strong automation, and easy integration with ITSM tools. Cons UI can feel clunky, steep learning curve, and administrator setup requires a deep platform knowledge. Switched from [FootPrints](https://www.capterra.com/p/212606/FootPrints/) MSP switched so we had to support a different ITSM. Review Source CS Cherif S. HR Manager Sports Used the software for: 1-2 years ### "ServiceNow: Efficiency at Scale" March 19, 2026 5.0 My overall experience with ServiceNow has been exceptional. It has seamless features that are very easy to apply so managing our IT has been easy and efficient. Pros I like ServiceNow interface. It is very intuitive and easy to use so new user with no technical skills do not struggle to navigate this tool. The customer support team is highly proactive and responsive which is very effective as they respond to queries before we face down-time. Cons I have not experienced any challenges with ServiceNow. The tool has served us very great so I do not have any complaints. Review Source KM Kalpesh M. Program Manager Hospital & Health Care Used the software for: 2+ years ### "Excellent CRM and ticket management tool" April 20, 2026 4.0 Pros We have been using SN for its product availability and support for installation and any issues we have had. Cons The cost of installation and support is higher when compared to similar products in the market. Also, there is an issue with integration of marketplace products with this suite. Review Source MC Mark C. Manager, business management Banking Used the software for: 2+ years ### "Works well with integration of all apps " April 10, 2026 5.0 Pros Ability to solve access management issues quickly and efficiently. Product is a centralized repository for all apps Cons I would say some functions may be hard to locate exactly which access you are trying to find and gain Review Source vP ville P. specialist Computer Networking Used the software for: Less than 6 months ### "Servicenow review" February 26, 2026 3.0 Pros The "Single Pane of Glass", Advanced "Agentic AI" (Now Assist), High-Velocity Automation, Scalability and Compliance Cons The "Implementation Tax" (Cost & Complexity), Licensing "Shell Games", "Platform Bloat" & Technical Debt, The "Developer Bottleneck" Review Source VR Verified Reviewer Director Research Used the software for: 2+ years ### "One-stop shop for service desk-style IT system-of-record" May 22, 2025 5.0 Satisfied with the product as it is a truly one-stop shop for service desk-style support and for IT system-of-record. It is possible to use this to track licenses as well as hardware. Makes it easy to locate resources that are on the ground on a per-user basis as well, so it helps for risk management in various ways. Pros This platform handles the complete ITSM service cycle and enables exporting of information. There is a big number of modules one can add to the platform, including software and hardware inventory, business applications, application services, among many others. Cons When there is a need to upgrade versions, the existing version needs to be frozen temporarily, but these upgrades are scheduled during holidays or yearly shutdown. Review Source VR Verified Reviewer Analytic Scientist Computer Software Used the software for: 2+ years ### "Useful IT support ticketing system" March 16, 2025 5.0 ServiceNow is useful for tracking tickets' status. Pros When I encounter technical issues at my workplace, I submit tickets using ServiceNow. I access an online form to describe the issue, and the platform tracks the ticket's progress. I can also communicate directly with the technicians responsible for resolving the issue. Cons Initially, navigating the ServiceNow platform can be a challenge. Review Source AA Ahmed A. EMEA Global Service Desk Lead Information Technology and Services Used the software for: 2+ years ### "3 years daily basis review" February 28, 2025 5.0 Reliable system for IT Service desk Contains all required features Pros Dashboard creation/customization feature Layout customization features Flexibility in data preview Filters Tickets logging & documentation Parent, major, hot pager & critical incident management Cons Rare outages Small loading time, could be a bit reduced i assume Review Source Khris J. Inventory Solutions Technical Lead Wholesale Used the software for: 2+ years ### "SNOW in busines" March 14, 2025 4.0 Overall its been easy to use for me, i know others have said it didnt have all the technical functions they wanted but for me it met the use case. Pros It gave clear ownership and incident timing/escalation points - multi level service measurement as it got escalated. Cons I found that businesses tended to put there own portal on the top which prevented all the features and visibility of service now showing through. It SNOW allowed greater customimisation of its displayed words/icons then i dont think we would have needed our own landing page which then integrated into snow. Review Source NT Nishant T. Sr analyst Financial Services Used the software for: 1-2 years ### "Ideally IT service management support tool provide end to end support" April 17, 2025 4.0 \- Overall, its really good tool specially with IT support functionality Pros \- Robust capabilities around IT workflow management, particularly in IT service management. I mange the whole workflow from incident to the final resolution. - Ideal for multi-departmental company, where employee size is big and its difficult to manage workflow manually. Cons \- It is costly for SME firms - When integrated to outlook, it produce too many auto mailers, which can disturb corporate user now and then. - Third party supply dependency risk Review Source GT Gary T. Solutions Architect Telecommunications Used the software for: 2+ years ### "A Powerful ITSM Platform" May 25, 2025 4.0 I've used it primarily for IT service management and it’s been a valuable tool for both technical operations and cross-team collaboration. Pros The ability to automate workflows, track incidents, and manage changes in a structured and auditable way really improves operational efficiency. Cons It can feel overly complex when trying to make quick customizations or when the out-of-the-box workflows don’t align with specific organizational needs. Review Source DR Damon R. Sys Admin Food Production Used the software for: 2+ years ### "I all works in the end" March 22, 2025 4.0 As a whole, I really like service now or SNOW as we call it. Pros The flexibility and ability to integrate with Intune and Microsoft as a whole Cons That there are so many interactions of service now that are completely different from other versions Review Source Naveen C. Senior Technical Manager Computer Software Used the software for: 2+ years ### "Unified IT service management tool " December 28, 2024 4.0 I have been using since more than 5 years for Incident management and lifecycle of incidents and it really helped. Pros Unified IT service management tool with support for customizations and scalability. Used since more than 5 years for Incident management and lifecycle of incidents. Cons ServiceNow is bit expensive for smaller organizations or those with limited budgets. Also customizing for specific enterprises is bit time consuming. Review Source NR Nampalli R. Analyst Information Technology and Services Used the software for: 2+ years ### "Snow-portal " December 23, 2024 5.0 Pros It was very easy to handle the incidents and task. Cons Service now SLA timing track more complexity. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/) Reason for choosing ServiceNow For better cost and also easy to handle. Review Source KG Kashish G. System Engineer Computer Software Used the software for: 2+ years ### "ServiceNow services review " January 31, 2025 4.0 Pros We can create reports on whatever filtered list data we want Cons The application is sometimes very slow, updating status of any ticket sometimes take alot of time. Review Source GK Guy K. Modern Workplace Engineer Construction Used the software for: 2+ years ### "My ServiceNow experience" November 30, 2024 4.0 Overall, it’s a powerful tool with some room for improvement in efficiency. It's helpful for tracking work and collaborating with other teams, but some of hte menus are slow to navigate Pros Customisation for creating ticket submission templates to ensure we're getting the critical information before incidents, requests, or changes are raised Cons It can be a bit cumbersome and timely to fill out tickets. Review Source RK Rishi K. ITSM Consultant Banking Used the software for: 2+ years ### "A great tool for growing organisations!" October 13, 2024 5.0 A holistic and intuitive service management tool offering a cohesive and integrated approach to service management. Their reporting functionalities and API integrations are exceptional. Overall a great tool for growing organisations! Pros Servicenow is an integrated service management tool offering the entire ITIL lifecycle at your fingertips. I haven’t used any application which can seamlessly integrate all the processes cohesively as per the organisations requirements. Cons Depending on the level of customisation required, servicenow can get expensive to implement. Review Source Sanchita J. Technical Support Engineer Information Services Used the software for: 1-2 years ### "ServiceNow platform experience" September 25, 2024 5.0 Ticket tool is very helpful and just perfect to create and manage every kind of ticket. Automated features are just perfect. Pros Automated ticket creation with perfect dashboard and report creation customization. Highly integrable product with multiple APIs Cons Cost is not suitable for small businesses. Interface is old and laggy. Review Source Taryn A. Assoc. Dir Medical Practice Used the software for: 6-12 months ### "Great software for getting service help" March 3, 2025 5.0 Love it. Has made my life so much easier Pros I love it as a really not tech saavy person Cons None. It has made getting help for my tech issues so much easier Review Source VR Verified Reviewer Knowledge Specialist Information Technology and Services Used the software for: 6-12 months ### "ServiceNow - My Experience as a Knowledge Specialist" November 28, 2025 4.0 I've been working with ServiceNow for more than half a year. As I said in the previous chapter, the level of complexity can be overwhelming, especially at the beginning. Disclaimer: As a Knowledge Specialist, I've mostly used it for creating, updating and retiring articles, and occasionally for ticket analysis. One big plus--just past the KBA number in the search bar, and ut opens the article directly, with the option to view more search results. Another very big advantage is that it has an HTML editor, so you ca easily format your article with the help of AI and paste it right in. The normal text editor itself seems a big scarce with a somewhat small number of tools--maybe more should be added. One annoying bug--or feature, not sure--is that as soon as you click the publish or update button on an article, it will redirect you away from the article page do you'll have to go search for it again--very annoying. Another inconvenient thing--the search 'circle' is not on every page, so you have to open the home page to see it if need to quickly search for something else. Yeah, one more--why is there no comment feature when making a change to a KBA, so that you can let others know what was changed and why? All in all, I've had a decent experience with SeeviceNow, but if they could make it easier to navigate and eliminate the bugs/inconveniences I mentioned, it would be great. Pros I would say the level of integration with other tools and the sheer number of features. Comprehensivenes and searchability would be two other words to characterize it. Cons At times, especially as a beginner, it may be hard to navigate with all the various levels of a customer ticket--Interactions, Requests, RITMs, SCTasks etc. And then there's the occasional what seems like a bug. Review Source Similar Products Featured