--- title: "ServiceNow Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is ServiceNow the right Help Desk solution for you? Explore 352 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://bx-capterra-9jkl9g9y3-g2dm.vercel.app/p/254088/ServiceNow/reviews/" page_type: "reviews" language: "en" --- ServiceNow 4.5 (352) [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 July 21st, 2026 # Reviews of ServiceNow Ease of use 4.2 Customer Service 4.3 ## Pros and Cons in Reviews LD Liz D Director of Network Operations at USA DigitalTelecommunications, 11 - 50 employeesUsed the software for: More than 2 years. “it offers a structured way to manage tickets, automate processes, and improve response times, which is essential in network operations.“ July 20, 2026 MW Melinda W OwnerArts and Crafts, Self-employedUsed the software for: I used a free trial. “It’s also expensive, and customizing workflows often requires technical expertise or developers, which can slow things down for smaller teams“ April 30, 2026 Bhumika H SdeEducation Management, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “It's the best way to raise ticket for something we need and approval is also fast and it keep track of all permission we are taking from managers“ July 6, 2026 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 Gerrol C Client Operations SupervisorReal Estate, 5,001 - 10,000 employeesUsed the software for: 1-2 years. “No, what I like the most about service now is it actually is robust and offers a lot of features that are customizable based on the business needs“ April 26, 2026 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 Sofia B Senior Test EngineerComputer & Network Security, 1,001 - 5,000 employeesUsed the software for: 1-2 years. “It also allows for wide customization to create your own process flows and manage tickets for almost any internal process your company might have.“ February 2, 2025 KM Kalpesh M Program ManagerHospital & Health Care, 10,001+ employeesUsed the software for: More than 2 years. “Also, there is an issue with integration of marketplace products with this suite.“ April 20, 2026 ## Showing most helpful reviews Showing 1-25 of 352 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Bhumika H. Sde Education Management Used the software for: 2+ years ### "Best request raising system " July 6, 2026 5.0 The overall experience is so good and this helps us to easily raise request for all this ga like yubikey id card any permission based things Pros It's the best way to raise ticket for something we need and approval is also fast and it keep track of all permission we are taking from managers Cons Nothing tue UI is just awesome and helps to create request easily whether for gsm pr gcp everything is smooth Review Source 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 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 VR Verified Reviewer Client Operations Supervisor Real Estate Used the software for: 1-2 years ### "Awesome service now features" April 26, 2026 4.0 Overall, pretty satisfied with service now you get support that you need if ever that there are any issues at the same time if let’s say you need some enhancements it is it is very easy to communicate with them Pros No, what I like the most about service now is it actually is robust and offers a lot of features that are customizable based on the business needs Cons What I don’t like or like the least about service now is the interface is a bit complicated if you are not that technical especially the CSM or customer service management interface but other than that, everything is cool 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 VR Verified Reviewer Software Engineer Information Technology and Services Used the software for: 6-12 months ### "Easy to adapt to, easily adaptable and easily programmable. " May 28, 2025 4.0 Fantastic ITSM tool from all aspects. Provides a simple interface that is consistent across all modules and allows end users to have a sikilar experience for all functions. Pros The vast amount of business areas the tool covers. For example, CSM, FSM, Assett management. Also the automation using NOW Assist. Cons Need a clear path to learn certain areas. Sometimes you can veer off while in the learning process provided. Switched from [FSM Grid](https://www.capterra.com/p/232351/FSM-Grid/) To streamline a ONE application platform for all business areas such as Field Service, internal help desk, asset management etc. Review Source Sofia B. Senior Test Engineer Computer & Network Security Used the software for: 1-2 years ### "Excellent ITSM" February 2, 2025 4.0 Pros It's ITSM features are strong and robust. It also allows for wide customization to create your own process flows and manage tickets for almost any internal process your company might have. Cons Customizing it too much became a bad practice, it is then too hard to mantain. It lacks support for more native processes (like templates for common processes) so you can minimize custom code. Switched from [Google Forms](https://www.capterra.com/p/176571/Google-Forms/)[Microsoft Forms](https://www.capterra.com/p/246649/Microsoft-Forms/)[Microsoft Excel](https://www.capterra.com/p/176574/Excel/) A need for a more robust and enterprise level ticket tool. Review Source LD Liz D. Director of Network Operations at USA Digital Telecommunications Used the software for: 2+ years ### "ServiceNow Review" July 20, 2026 5.0 to manage IT incidents and track technical issues within the company; it has improved the way we prioritize and handle incidents. Pros it offers a structured way to manage tickets, automate processes, and improve response times, which is essential in network operations. Cons it can be expensive for a small team, but otherwise it is very powerful and normally meets the need. Review Source PT Petru T. Developer Information Technology and Services Used the software for: 1-2 years ### "Effective Tool For Structured Internal Communication." June 3, 2026 5.0 My overall experience with ServiceNow has been great, we use it to report various internal issues and requests and it has proven to be a reliable tool for managing structured communication between different teams. Pros What i like most about ServiceNow is how it centralizes and manages communication between two or more parties inside the organization. All requests are tracked, assigned and resolved in a clear an transparent way. Cons What i like least about ServiceNow is its interface, it could be more modern and visually streamlined, a more updated UI would improve overall user experience. Review Source SD Suzanne D. Partnership Performance Manager Insurance Used the software for: 1-2 years ### "Good overview of technical duties" June 10, 2026 5.0 Useful dashboard provides updates on outstanding IT issues reported and raised. Can add commentary and liaise on ongoing issues. Pros An easy to use technical service provider to log faults and issues. Can overview the progress and developments Cons Would be useful if regular email or notifications were pushed by the system to keep abreast of the outstanding IT issues. Review Source AK Ajaykumar K. Specialist Information Technology and Services Used the software for: 2+ years ### "Service now Ticketing tool" December 8, 2024 4.0 Pros we can manage incident, task and create change. Cons service now Root ticket will create multiple task Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/) Reason for choosing ServiceNow Service now is used to Better customization and visualization 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 SM Shreyash M. Manager Banking Used the software for: 2+ years ### "Pretty reliable ticket management system" July 4, 2025 5.0 Pretty reliable ticket and issue tracking system and can be very useful in managing all communication. Has easy integration with multiple systems Pros Easy and intuitive to use. Workflows are great and easy to setup and manage. Can track communication and history quite well Cons Sometimes communication is a bit iffy, and alerts are not sent out in the right chronological order. Review Source VR Verified Reviewer Customer Marketing Manager Information Technology and Services Used the software for: 6-12 months ### "ServiceNow is a dependable platform for data and analytics!" December 2, 2025 5.0 Overall, we’ve had a great experience depending on servicenow for our data and organization needs throughout the org. Pros ServiceNow helps our company organize, interpret and develop data using dashboards. Their support is great too! Cons I think the UX\\UI could use some updating, but other than that it has been a pretty solid platform for us. Review Source MA Misbah A. Product and Manufacturing Engineer Building Materials Used the software for: 2+ years ### "From Chaos to... Manageable Chaos: My ServiceNow Adventure" February 17, 2025 4.0 ServiceNow has helped our company implement workflows for our processes that are hard or monotonous to manage. Overall it has helped simplify our daily tasks. Pros I like the automated workflows that can be created for you daily processes. Plus being able to host all the documents in Knowledge base for all to access has been a huge success. Communication between the team has been better and can be done with the process workflows which everything contained. Cons Building a new workflow is very intensive and has limitations with customizations. We After initial deployment, the little quirks we would like to address have been hard to follow up on with our implementation team. Review Source RG Roman G. Sr. Manager, Internal Audit Human Resources Used the software for: 2+ years ### "ServiceNow - great process tool with automated workflows" March 7, 2025 5.0 Great experience, ServiceNow used as a ticketing tool for access provisioning, change management processes, as well as to auto provision access to other applications. Pros It allows a good customization for different workflows, has connectivity to multiple applications and allows creating automated access provisioning flows. Cons Company support website and its chat bot are not easy to search through or get relevant information. Review Source VR Verified Reviewer Software engineer Business Supplies and Equipment Used the software for: 2+ years ### "Streamlined workflow management with some minor gaps" December 25, 2024 4.0 ServiceNow is a great tool for any IT management it improves overall productivity by streamlining complex workflows. However, the cost and learning curve are not ideal for smaller teams and early-stage startups. For large enterprises, this is almost a go-to tool for any support-related team. Pros ServiceNow streamlines the complex workflows, in my customer support setup it helped me in creating a proper workflow of issue creation till issue resolution and closure. This saves time and improves productivity. Cons While it is a robust solution, it also has a steep learning curve, especially for someone new to IT. This requires separate training sessions for new joiners. Review Source CS Carole S. Executive Assistant Hospital & Health Care Used the software for: 2+ years ### "Executive Assistant" September 20, 2025 5.0 I have had an excellent experience with it and I use it quite often in my job capacity in a very large hospital Pros It is a convenient fast tool to complete and send whatever it is you may need that the recipient can review and expedite the service that is needed. Cons I don’t have any comments on this. I have found it to be an extremely useful tool and I wouldn’t change anything about it Review Source TB Thomas B. Risk and Compliance Consultant Information Technology and Services Used the software for: Less than 6 months ### "ServiceNow - The Linux of PSAs" May 12, 2025 3.0 ServiceNow is great if your teams that manage and develop it are great. Its junk if everyone on your teams are really new to it. My experience with it has been below average other industry standard PSAs. Pros It provides an incredibly flexible ticket and project platform. It is like the Linux of ticking boards, capable of anything. Cons The downside of the being the Linux of ticket boards is that your organization can only get out what they put into it. It feels less like buying a house and more like going to the hardware store and buying lumber and supplies. Most organizations want their vendors to provide a service that alleviates labor, not a platform that add labor. Review Source AO Aditya O. Software Developer Computer & Network Security Used the software for: 6-12 months ### "Strong IT service and workflow platform that streamlines complex processes." July 7, 2025 4.0 ServiceNow is ideal for mid to large enterprises that need robust IT service management with automation and have a dedicated admin/IT team to manage and optimize the platform. Pros Highly configurable workflows tailored to organizational needs. Automates complex processes, reducing manual tickets and repetitive tasks. Cons High licensing and implementation costs. Complex learning curve. User Interface can feel heavy without optimisation. 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 SB Shivani B. Data Analyst Computer Games Used the software for: 1-2 years ### "Shivani’s review " January 25, 2025 5.0 Pros Easy to maintain, good user experience, user interface Cons Nothing really, satisfied with all the features 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 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 TP Tess P. Customer Care Representative Health, Wellness and Fitness Used the software for: 2+ years ### "Service Now Review" November 26, 2024 5.0 Pretty good, aside from the display/organization troubles, it is a solid platform Pros It is an easy platform to connect with the various service departments in my company. We have a large company with many departments so this software makes it easy to access the help I need. Cons Some of the organization of ticket numbers makes it hard to find previous tickets. Could be more consistent/have information displayed better in a more accessible way 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.