# Page 2 | ServiceNow Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is ServiceNow the right Help Desk solution for you? Explore 348 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 (348) [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 2 - Reviews of ServiceNow ## Showing most helpful reviews Showing 26-50 of 348 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 VR Verified Reviewer Software Developer and Consultant Computer Software Used the software for: 1-2 years ### "Robust Platform with Strong Change Management" December 18, 2025 4.0 Overall, ServiceNow has been an effective platform that streamlines operations and supports structured Change Management, though it requires thoughtful configuration and ongoing administration. Pros ServiceNow provides strong workflow automation, customizable modules, and clear reporting, and its Change Management features make it easy to track, approve, and control changes consistently. Cons 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. 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 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 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 RR Richard R. Senior technician Information Technology and Services Used the software for: 1-2 years ### "Illumina service now" June 3, 2025 4.0 Probably one of the better ticketing systems available for use unlike hp service center which is old but still functional. Pros The use of templates can streamline ticket creation Much faster unlike manual entry that is much more time consuming. Cons At times the program can crash. This was later addressed in windows 10 were it was much more stable than windows 7 Switched from [Avid CRM](https://www.capterra.com/p/20743/Avidian/) New job, previous ticketing system no longer applicable Review Source VK Virginia K. IT Manager Information Technology and Services Used the software for: 2+ years ### "Adroitly and Powerful low-code platform for IT Service Management and Workflow Automation. " March 25, 2025 5.0 Overall provides much many powerful and masterful possibilities of creating applications in any of our segment. Pros Simplicity and most intuitive interface that make it easy to create applications. Having a low code /no code capabilities allow us to build and customise apps without needing deep technical expertise. The drag and drop feature is helpful .It's integration with other apps is seamless making the whole experience sophisticated. Lots of AI and automation available. Cons This tool is great and incase of a challenge the customer care provide immediate response .Have nothing to complain about ServiceNow. 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 RP Raxit P. Programmer Analyst Computer Software Used the software for: 2+ years ### "Absolute killer product, easier to use and great integration with other products" April 5, 2025 5.0 Overall it's a great product and absolute killer with its functionalities and integration with other products. One thing I love about this is that it gives you control over everything and you can create templates, reports, CRs etc however you want and you can configure these on user level as well as admin level. Pros Service now Reports is one of the best feature and integration with other software is also impressive and easy to use which makes it a 10/10 ticket management system. Cons One of the cons might be cost since it is more suitable for mid size to large business and might be costlier for small business but again it depends on the use cases. Also initial configuration might be complex but once the configuration is done right, it is one of the best ticket management system. Review Source Amrit Kumar P. Lead Consultant Information Technology and Services Used the software for: 2+ years ### "ServiceNow - Tool for future" April 28, 2025 5.0 Pros ServiceNow is one of the famous tool for all types of organization. It provides a platform where we can build things as per our requirements. It is highly customizable. Its very user-friendly, also uses no code for development. Cons The main cons is the pricing, which is on a higher side. The license cost and other cost are very high as compared to other tools. Review Source BK Balwinder K. Delivery Manager Banking Used the software for: 2+ years ### "Superb & Exceptional ServiceNow tool" May 31, 2025 5.0 It reduces human error and saves the time and handles large scale operations well. The work flow and the approvals in the service now is outstanding. Pros I like the service now platform for ITSM, operations. The most loving part is the integration with AWS, Microsoft. Cons I did not like the change management and it can be difficult to manage vendors from the service now an it has a cost involved with it. Switched from [Freshservice](https://www.capterra.com/p/132997/Freshservice/) need to handle more projects in one platform. Review Source SD Suzanne D. Engineer Government Relations Used the software for: 2+ years ### "Great IT solution for large companies" March 9, 2025 4.0 It is a great package for large organizations that need an overall look at their assets, issues and purchasing Pros It integrates with a lot of other systems and has many other modules that can be added Cons If you are a smaller company, the cost is too high to implement. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Due to the large organization in many parts of the world, ServiceNow seemed to be better. Review Source EP Eduardo P. Security Analyst Manager Banking Used the software for: 2+ years ### "Super robust ITSM platform" April 14, 2025 5.0 We continue to be impressed by how the products have gotten better over the years. Its SaaS offering is extremely reliable with little to no downtime at all. Pros An excellent platform for all of our ITSM, ITOM and ITAM needs. We have been using SN for over 9 years and their product features continue to improve for the better. Their platform is very open and customizable, allowing us to tailor workflows to our needs. Cons It's getting more and more expensive, even though our license structure hasn't changed. Switched from [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Our contract expired with Jira and we evaluated SN along with other tools 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 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 TG Tyler G. It operations Alternative Medicine Used the software for: 6-12 months ### "Powerful tool make sure to take your time during implementation " January 19, 2026 5.0 Very happy and would recommend. Do your research. It’s a very powerful tool. Overall very happy with our current build. Pros Easy to use and navigate, plenty of options for changing workflows and easy to administer and configure. Cons Would be nice to have more dedicated lines of support. I think with AI this will change a little. Really had to think of cons. Review Source GT George T. Operations Manager Public Safety Used the software for: 1-2 years ### "A ticketing system that needs it’s own ticket" July 2, 2025 3.0 It’s a great software for internal IT requests that gives room for tracking, contact list and detailed updates, but the user interface is not up to the level Pros The integrations with the organisation’s contact list, the ability to tag upper management and to track progress Cons 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 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 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 MK Marwan K. Service Desk Analyst Computer Software Used the software for: 6-12 months ### "Service Now experience as an ex service desk analyst" June 9, 2025 5.0 My overall experience with ServiceNow has been positive. I’ve used it primarily for incident management, tracking tickets, and asset inventory. Pros Surveys displayed at the bottom of the page, for agents to be able to keep progress of their customer service. Cons "While ServiceNow is a powerful platform with extensive functionality, what I liked least was that some of its advanced features—like custom workflows or scripting with Glide—have a steeper learning curve for new users or admins. Switched from [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/) Switched teams in my organization, which uses a different system. 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 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 AM Andreas M. Service Management Insurance Used the software for: 6-12 months ### "Super all in one tool" February 19, 2025 4.0 Super all in one Tool um UHD Prozesse abzubilden Pros Cloud basiert, incidents, Service request, Problem Management, cmdb, Changemanagement alles vorhanden , Self Service Portal Anbindung an ad und andere Tools möglich Cons Bisher ist mir nur aufgefallen, das abgeschlossenen changetask nicht informiert werden wenn ein Change sich zeitlich verschiebt, da wir viel mit Info tasks arbeiten bekommen so andere Abteilung nicht mit wenn sich was verschiebt, außerdem ist die ci suche langsam bei uns (angeblich aufgrund der Anzahl) Review Source JL John L. Automation Engineer Information Technology and Services Used the software for: 2+ years ### "Bloated and unintuitive. " May 15, 2025 2.0 Overall the software is a jack of all trades but master of none. Pros The UI is generally quick to respond to input. If I search for a ticket or create a ticket the results are shown very quickly. Cons The UI is bloated and unintuitive. There are so many features within the UI but it's hard to navigate. Even using the search seems like it won't find certain things. The links are long guids and hard for humans to understand vs something like jira. A change request for example, the change request has an ID such as \[sensitive content hidden\] but the link is a long string of numbers. Review Source AG Aman G. Service Desk Analyst Information Technology and Services Used the software for: 2+ years ### "ServiceNow ITSM" March 28, 2025 5.0 My overall experience with SNOW is positive for the organization due to its automation process, scalability and powerful nature. Pros You can find everything in one place, and it can be integrated with other applications. Cons Sometimes, performance is slow due to its complexity. 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