# Page 11 | ServiceNow Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 11 - Is ServiceNow the right Help Desk solution for you? Explore 344 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 (344) [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 # Page 11 - Reviews of ServiceNow ## Showing most helpful reviews Showing 251-275 of 344 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use BW Ben W. IT Service Delivery Lead Hospitality Used the software for: 2+ years ### "Expensive but Powerful" July 20, 2023 5.0 Pros ServiceNow is kind of the Porsche solution... it has a lot of bells and whistles and fantastic features. Intensely configurable, and I really like that. It does however require a lot more programming knowledge for some things. Overall, the out of the box stuff you get is top notch with a lot of features. Cons Higher need for programming experience to get it to do what you want it to do. There's been a LOT of advance, however, in low-code ways to do things which has been very welcome. Review Source Jeannette G. Gestionnaire Retail Used the software for: I used a free trial ### "Un top produit " October 14, 2023 4.0 Un très bon produit très sympa et techniques grâce à ses multiples fonctionnalités. Je le recommande Pros ServiceNow est le plus plus complet en fonctionnalités, simple et à rapide pour apporter son aide aux entreprises pour résoudre les tâches des prospects Cons C'est un super bro et je n'ai pas encore eu d'inconvénient Review Source VR Verified Reviewer Analyst Tester Insurance Used the software for: 2+ years ### "Platform that helps in process management with ticketing system and workflows." July 26, 2021 5.0 The overall experience is satisfactory. Pros One of the best tool to raise incident tickets across multiple teams in the organization. We are using service now for tracking log changes. We are mainly use for change management, logs tracking and product release incident tickets Cons Nothing to dislike in the product. It does what it promises to do. Review Source Atique A. Associate Professional - Product Developer Information Technology and Services Used the software for: 1-2 years ### "Good" October 29, 2017 5.0 Pros Best provision of technical & detailed features for ITs It provide easy way to raise any ticket with proper details Response time analysis is best in this app Cons Raising access to service now takes long time and need very details which are not required or not available to users. Review Source VJ Vershley J. Developer Computer Software Used the software for: 6-12 months ### "Good Ticketing Management Tool" July 25, 2021 4.0 Quite a good platform. Been using it for some time now, and did not face any major issues. Pros Able to quickly get notified when a task has been assigned and quickly able to locate that task and all information related to it. Sub-tasks or parents tasks can be linked to a ticket which makes it easy to navigate though the details of the ticket. Cons Can be difficult to set up the dashboard at first due to the complex UI. System can also be a bit slow sometimes and not super responsive. Review Source Osiano Z. Gestion clientèle Import and Export Used the software for: Less than 6 months ### "Un super logiciel de support client" October 27, 2023 4.0 Pros C'est une solution de services informatiques qui fournit la gestion des actifs informatiques, la surveillance et gestion du réseau. Il est doté d'une interface simple et attirante avec des fonctionnalités innovantes Cons J'aimerais que certaines fonctionnalités soit améliorées Review Source VR Verified Reviewer Business advisor Apparel & Fashion Used the software for: 1-2 years ### "Excellent tool for It asset and incident management" December 14, 2022 5.0 Pros It helps us to integrate work easily. It reduces manual processes and human errors. It is more useful in tracking the incidents raised for different interface systems by teams. It has creative workflows which is automated and gives real time visibility Cons For configuration it requires some works to be done at database level which is hectic at times. There is less opportunity to users to view other items which is interlinked to their respective interfaces Review Source CQ Christian Q. Google Workspace Consultant Information Technology and Services Used the software for: 1-2 years ### "Difficult to use at first" July 7, 2021 5.0 Well, I'm hanging there, still learning how to use it. Pros It simply gets the job done, one thing I like is that it forces you to fill all mandatory fields before wrapping up. Cons The dashboard and the way it looks make it not as user-friendly as I'd like. It may feel overwhelming at times and one thing I don't like about it is that it doesn't allow you to customize the text when writing, it's always plain text. Reason for choosing ServiceNow Is the one I happen to use with one of my customers. Review Source pS pranay S. Software engineer Computer Software Used the software for: 1-2 years ### "great tool to manage incident tickets" August 12, 2022 5.0 Pros tracking and monitoring incidents has got much easier with serviceNow Cons Search filer could be improved, looks more old fashioned Review Source VR Verified Reviewer Customer Support Engineer Information Technology and Services Used the software for: 6-12 months ### "Great ITSM Tool for Service Desk Deployment" March 18, 2019 4.0 I´ts been great. This is our first ticketing tool for our new service desk service, and Service Now has been a great help to shape our service model and metrics. Pros The ease of use is the best with Service Now. From the ticket creation up to building KPI reports, you can feel that the Service now was design for a great user experience. Web tickets feature is great, Backlog management, Incident, Problem, and Request management is all there in a very complete and intuitive way. The fact that it offers templates was really helpful since we are deploying a brand new service desk service on our company. Cons Since it´s web based there could be some incompatibility and web page display issues on some browser and Operative Systems. Review Source VR Verified Reviewer Manager Financial Services Used the software for: 1-2 years ### "Easy to use and configure" July 29, 2021 5.0 Pros Easy to use and configure. Service engineer very helpful Cons The backend user side is not wholly intuitive Review Source MG Meylis G. Data Analyst Information Technology and Services Used the software for: 2+ years ### "Very good an reliable service" March 27, 2024 5.0 Pros The ticket management service is very reliable and transparent to the user. Cons Some functionality might need to be more appearing to the user - would be good to have a better UX and UI experience. Review Source VR Verified Reviewer Manager of Sales System & Tools Information Technology and Services Used the software for: 2+ years ### "Good ticketing system" October 6, 2018 4.0 Pros Service now it is a robust platform that can be customized to your company needs and processes. Can be integrated with others systems you use, and workflow are easily definable for approvals Cons Easy of use and UI are not the greatest. I think the company needs to invest in this area. While it is understandable on how it needs to be used after some training it is not straight forward. Review Source CS Carol S. IT User Experience Analyst Information Technology and Services Used the software for: 2+ years ### "ServiceNow makes implementing process management easy" April 5, 2022 5.0 Pros I love that we were able to implement catalog services to hel automate various processes. Cons For knowledge management ServiceNow is not very user friendly. It is difficult when trying to maintain formatting of knowledge documents. Review Source Akou Kafui A. Gestionnaire Commercial Real Estate Used the software for: I used a free trial ### "Logiciel de Help Desk" October 29, 2023 5.0 Pros Un top produit de gestion clientèle et très simple et performant et qui facilite également les intégrations des autres produit. Je le recommande Cons Je n’ai pas de critique sur ServiceNow pour le moment. Review Source VR Verified Reviewer Mechanical Engineer Semiconductors Used the software for: 6-12 months ### "ServiceNow is helpful in resolving IT problems." March 1, 2023 5.0 Pros I like being able to make a service request, and it is routed to someone who can help. Cons The self service portal is hard to use for tracking your requests. Review Source ET Etornam T. Lead Non-Profit Organization Management Used the software for: 2+ years ### "ServiceNow: Good Software for Ticketing and Case Management" September 20, 2022 4.0 The interface is simple, intuitive, and manageable. It is an excellent product for organizing and handling requests and cases. Pros ServiceNow is used by our company to manage IT support requests and manage cases. It has an interactive interface and is easy to use. Cons ServiceNow is not an open source and you have to pay to use it. Review Source Neelam R. Global onboarding specialist Education Management Used the software for: Less than 6 months ### "Service now review " August 1, 2023 5.0 Tracking the progress Pros Tracking and communicating within the team is the best feature, it's very easy and user-friendly. Cons I do not have the option to reopen the closed ticket, modification writes for the assignee. Review Source JN Jeff N. Desktop Support Specialist Education Management Used the software for: 6-12 months ### "Alright for what it is" June 20, 2022 3.0 Not bad at all, would recommend to others looking for a ticketing system that works well. Pros There wasn't a lot of extra stuff going on with it which made it straightforward and easy to sue off the start. Cons The design of it just seemed bland compared to what else is out there. Review Source SR SAGAR R. Technical Architect Information Technology and Services Used the software for: 1-2 years ### "Best Ticketing and Reliable Tool" May 15, 2021 5.0 Pros Ease of access.. Easy to integrate with third party tools. Ticket management is sleek. SLA Feature is great Cons Really nothing I can say , if you compare with BMC remedy . SNOW is just awesome.. Review Source SS Shreyansh S. Freelancer Computer Software Used the software for: 6-12 months ### "Servie now Everyday ISTM Tool" September 12, 2021 4.0 It is incredible to have an obvious interaction while mentioning support, it is simple for you to see the improvement of your ticket and who is or has chipped away at your solicitation. You need to have a distinct inventory; in the event that you don't do that your help demands steps could be too much. Pros Profoundly adjustable Light weight application Simple to incorporate with customer stock. Following ITIL measure for occurrences/change/issue the board, and so on Return for capital invested is top tier Cons Making custom pursuit inquiries Work process originator Beginning Setup Review Source JRS Joseph R. S. Senior Investigations Analyst Retail Used the software for: 2+ years ### "Easy to use and easy to submit tickets" June 28, 2019 5.0 Pros It's very easy to configure for submitting IT or help desk requests and can be fully customized to whatever your need is. We have a lot of server and folder access requests and this makes it easy to follow. Cons It could use more help screens or information tabs when requesting help tickets. We do get feedback that some of the prompts could be more explanatory. Review Source SM Sara M. Delivery, Associate Human Resources Used the software for: 1-2 years ### "Not user friendly and slow" September 18, 2022 3.0 Pros The pros are definetly the possibility to create personalized filters and manage tickets from various countries and clients. Cons The mail do not work properly as well as the notification. The design is not user friendly and not at all intuitive. Review Source MC Mila C. Business Systems Analyst Food & Beverages Used the software for: 2+ years ### "IT Support with Ease" June 7, 2022 5.0 Pros ServiceNow has a beautiful UI and nice interface which makes it easy to use even for non-IT users. I have been in roles where I was an IT analyst and was working tickets, and I'm now currently a user who submits tickets on behalf of technical issues on my team. From both points of view, this software is great. I love how easy it is to use and how you can see the progression of the ticket being worked. Excellent product! Cons I think the only thing is that for drop down lists, not everything is there that I may need to describe my problem. However, I will pin that on my IT team who works on setting up our iteration of SNOW. Review Source AL Abdul L. IT Consultant Information Technology and Services Used the software for: 2+ years ### "Excellent Oline ticketing tool" February 16, 2023 5.0 Excellent tool Pros Easy to access, and with more options, for customisation Cons Did not come across, only used the available options, Review Source Similar Products Featured