# Page 13 | ServiceNow Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 13 - Is ServiceNow the right Help Desk solution for you? Explore 350 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 (350) [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 13 - Reviews of ServiceNow ## Showing most helpful reviews Showing 301-325 of 350 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Incident Manager Insurance Used the software for: 1-2 years ### "Powerful" April 21, 2018 4.0 Pros ServiceNow helps us devise catalog requests, workflows, tasks, incident, change, event and numerous other ITSM related functions. Allows basic customization Cons Complex reporting is impossible Development possibilities are limited for customers Documentation needs to be improved Review Source AEO Angeli Eloise O. Data Integrity Specialist Information Technology and Services Used the software for: 1-2 years ### "Service Now is an awesome way to queue tickets!" March 26, 2024 4.0 Pros Ability to get queued to the correct department, and attach all the needed text/files Cons A more modern/compact page for easier navigation Review Source JR JAMES R. Client Services / Executive Support Construction Used the software for: 2+ years ### "The best ticket management system there is." March 3, 2020 5.0 ServiceNow allows customization and automation on an unprecedented scale for 3rd party software. It takes runt work away from technicians so they can focus on projects. Pros I have used a lot of systems for ITSM over my career, and ServiceNow is the only one that has never made me want to pull out my hair. It's fast, reliable, and easy to use. Cons The cost of the software can be prohibitive. With free options like SCSM around, ServiceNow could stand to drop some of the costs of subscriptions. Review Source DS Dipti S. IT Recruiter Information Technology and Services Used the software for: 6-12 months ### "Great ITSM and Asset mgmt tool" May 31, 2024 5.0 Pros Change and Incident management are very user friendly and easy to enahance and mainti Cons Search functionality can be made more robust and accurate Review Source Brian G. Service Management Consultant Information Technology and Services Used the software for: 2+ years ### "null" November 17, 2016 5.0 Review Source Matthew B. Account Executive Computer Software Used the software for: 2+ years ### "null" December 15, 2016 4.0 Review Source J M. Chef de Projet ITSM Information Technology and Services Used the software for: 2+ years ### "null" January 27, 2017 4.0 Review Source VR Verified Reviewer Sales Director Internet Used the software for: 6-12 months ### "Tool to rule you IT empire" February 14, 2022 4.0 Pros ServiceNow can probably do pretty much every task you need to do in IT support and process management. Sure, you might have to customise it here and there but ServiceNow can be used to do the job. Stable, robust and just works. Cons The fact that you can do everything with it makes it a bit slow to adopt. Also not sure about the costs, but I think it's on the more expensive side. Review Source Estelle E. Responsable de vente Retail Used the software for: I used a free trial ### "Meilleur logiciel de support agent " October 14, 2023 5.0 Pros C’est un bon logiciel dont la prise de main est très simple et l’interface aussi est compréhensible. C’est bon pour la gestion des tickets. Cons Je n’ai pas encore d’inquiétude sur l’utilisation de ServicesNow surtout que le prix est abordable. Review Source CK Cem K. Sales Leisure, Travel & Tourism Used the software for: 1-2 years ### "ServiceNow für Tickets" December 29, 2022 5.0 Pros Es ist intuitiv, leicht zu verstehen und hat die meisten Funktionen die man braucht Cons Tickets zu eskalieren sollte mehrere Prioritätsvarianten haben als aktuell gegeben ist. Review Source AM Adel M. Senior Software Developer Health, Wellness and Fitness Used the software for: 6-12 months ### "Servicenow is a great softawre with caveats" July 19, 2022 4.0 Pros I loved the many features that it offered Cons The complexity of this software and many UI querks Review Source VR Verified Reviewer Sales Operations Analyst Computer Hardware Used the software for: 1-2 years ### "Helps with IT needs" April 18, 2019 4.0 Pros It is very flexible, can be integrated into any system for your company. When there's an IT help issue, it is very easy to submit a ServiceNow ticket. Can easily attach files or images to the ticket. Cons Very limited options to describe what issues you're having. Mostly have to type and write the issues instead of using the selection. Review Source VR Verified Reviewer Global Lead, Learning & Organizational Development Consumer Goods Used the software for: Less than 6 months ### "Solid Platform for Help Desk Support" April 12, 2020 4.0 Pros Implemented ServiceNow as a HR help desk solution at my organization, in combination with starting up a new global HR services team. This instantly produced efficiencies in how we address employee questions/issues, allowing our services team to handle tickets as a Tier 1 solution. Cons Not seeing any drawbacks from this, primarily because we had nothing (employees would email COEs directly) before this, and we still need to get more familiar with using the platform. Review Source Shoheb S. ServiceNow Consultant Information Technology and Services Used the software for: 1-2 years ### "null" December 7, 2016 4.0 Review Source VR Verified Reviewer Managing Editor Publishing Used the software for: Less than 6 months ### "ServiceNow is a Great Tool for IT" June 29, 2022 4.0 I recently needed ServiceNow when I encountered an issue with my email, and once I was able to get to the page I needed to be on, it was incredibly useful and helpful and resolved my issue swiftly. Pros ServiceNow is a great tool that allows us to submit service tickets, the status of which we can track on the site and receive updates via email. There are additional options on the site, including a knowledge base forum that may provide answers before even needing to ask. Cons The site has a lot of options and therefore can be a bit tricky to navigate. When I needed to submit a ticket recently, it took a few steps before I was able to get to where I needed to be. Review Source Barry K. biomed tech Hospital & Health Care Used the software for: 6-12 months ### "Second2None" May 16, 2022 5.0 I like using it and it has its own cloud based backup and progress is never lost and I know my hospital coworkers love it Pros One page and graph to show me my budget and how it compares to what my department (clinical eng) spends monthly compared to the monthly budget Cons The only con I can speak of is that the software is somewhat pricey Review Source SK Sandy K. Senior Manager Chemicals Used the software for: Less than 6 months ### "Easy to create tickets" February 9, 2022 4.0 Pros The user interface makes it easy to create a ticket to report trouble or request software or hardware. There is also a place where knowledge base articles can be added. On the landing page, there is a tile where the company can list any current outages/service interruptions. There is also a full page for System Status where planned maintenance activities can be captured. Cons It would be helpful to have a button to request a status update on a ticket without having to add to the ticket. Review Source VR Verified Reviewer Project Accountant Construction Used the software for: Less than 6 months ### "Efficient software for large corporations" March 16, 2018 5.0 Pros Anything that you may need - help with a printer to submitting a monthly construction draw - is seamlessly done through service now by submitting a ticket. Cons EVERYTHING has to go through service now, even if it's a simple questiokn that can be answered in a minute. Instead you submit a ticket, which goes to your manager for approval, then IT, and it involves a lot of parties even when not necessary. Review Source TL Tim L. Sr. Consultant Telecommunications Used the software for: 1-2 years ### "Good software to manage out ticket system" February 2, 2019 4.0 Pros ServiceNow is very good software to handle our daily Change ticket system. It is easy to use and very well organized. Cons Given so many features are available, sometimes it is hard to find what you are looking for. The GUI can be improved. Review Source mA mohamed A. L3 Support Engineer and Service Management Telecommunications Used the software for: Less than 6 months ### "Very good cloud based services" January 23, 2019 5.0 Pros I used to deal with HPE/MicroFocus tools which are great, however with ServiceNow service you can build entire ITSM services in a very good way and easier and customize it as you need to meet your org need. Cons It is not very easy to deal with especially it you are new to ServiceNow UI The trainings are very expensive if you dont have a good deal for it, it will costs a lot. Review Source Jonathon N. Sales Coordinator Foodservice Division Food Production Used the software for: 6-12 months ### "Great IT Ticket Tracking Tool" January 16, 2020 4.0 Pros Allows my company's IT team to track service tickets for computer issues, gives the user updated data on where their ticket is at and allows them to ping to see where it's at on the list of things to do Cons Interface can sometimes be confusing, a lot of data housed in one place and not easy to navigate to exactly what you're looking for Review Source VR Verified Reviewer Self Retail Used the software for: 1-2 years ### "Cool software" May 21, 2021 4.0 Pros I used this from my organization when I needed to submit a ticket for a problem. Cons I never explored the features fully but it has not given me a problem for when I use it. Review Source JJ M. Systems Engineer II Oil & Energy Used the software for: 6-12 months ### "null" December 22, 2016 3.0 Review Source Peter M. Bass & Guitar Instructor, Manager Music Used the software for: 6-12 months ### "null" February 17, 2016 4.0 Review Source Akram A. Product Functional Owner Telecommunications Used the software for: 6-12 months ### "null" August 10, 2015 4.0 Review Source Similar Products Featured ## Related categories [CMDB](https://www.capterra.com/cmdb-software/)[ITSM](https://www.capterra.com/itsm-software/)[IT Management](https://www.capterra.com/it-management-software/) ## 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.