# Page 3 | ServiceNow Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - 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 3 - Reviews of ServiceNow ## Showing most helpful reviews Showing 51-75 of 348 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Agnoor G. Associate System Engineer Information Technology and Services Used the software for: 1-2 years ### "IT management tool" January 21, 2025 4.0 We are using this product to manage tickets , incidents . Handing all the tickets and it basically give a centralized view of all the incidents and timely alerts to configure the things. Pros Easy handling and tracking of raised tickets , incidents. Very well maintained and customied dashboard for notifications , alerts and information. Setup , deployment and third party integrations are simple and a minute job. Cons This includes a lot of features that require an ample amount of time to understand and proper expertise is needed to customize configurations. Complex to understand licenses and although its simple but looks outdated. Review Source BP Brittany P. Help Desk Tech Information Technology and Services Used the software for: 6-12 months ### "ServiceNow is a Great Resource for all MSP's" February 20, 2025 5.0 Great, I used this software at the last company I worked for and it was helpful to have the ITBM ITOM, and ITSM all under one umbrella. Pros Customizable dashboard and workflow automation features helped us be unique and stand out in the MSP business. Cons Poorly maintained instances of service now can become bloated and hard to manage. 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 JR Janessa R. Product Marketing Manger Telecommunications Used the software for: 2+ years ### "Good product, could use design improvements" June 25, 2025 4.0 Overall a good experience with AI integrated throughout the cloud platform in the form of agents and great for large teams operating in complex organizations. Pros Improved user interface with streamlined dashboards that make it easy to get and give insight into work. Cons Visual design, complex product and marketing language, looks like it was designed by engineers instead of designers. 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 BB Bikash B. Service Now Developer Information Technology and Services Used the software for: 2+ years ### "Service now Review" November 11, 2024 5.0 My overall experience has been great, as an admin / developer and even user sometimes, it has always fulfilled my needs. And there are a lot of customization that can be done to make your life easier and work smooth. Pros Services it provides, having everything at one place from ITSM to HR to asset management and a lot more Cons Nothing to dislike , it’s a great product with great service. 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 AA Andy A. BMET Apprentice Hospital & Health Care Used the software for: 1-2 years ### "Mobile app does the basics, but lacks wanted functionality" April 7, 2025 4.0 Pros The mobile app keeps all of my work orders organized nicely. It is easy to access the basics for what I need. Cons The mobile app will randomly sign you out every so often, even if you had just been using it. There are also very limited features on the mobile app when compared to the desktop version. It would be nice to see more features become available on mobile. Review Source JH Jamon H. Director of Operations Industrial Automation Used the software for: 2+ years ### "Incident management up and running in a snap" April 12, 2025 4.0 Pros Easy to integrate with existing email structure Cons Very difficult to track progress updates due to clutter in the email contents 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 SG Shaun G. Continuous Improvement Analyst Food Production Used the software for: 2+ years ### "Works in a pinch, but room for improvement! " October 7, 2024 3.0 My overall experience with ServiceNow is that it's okay. I've used other HelpDesk/Ticketing solutions such as ZenDesk, that I believe provided a better experience overall for the end user. I've also used on both sides, working tickets and submitting. Once again, it gets the job done, but has much room for improvement. ServiceNow may be able to be customized in a way that makes it an overall better experience, but as a user from multiple sides, that has used in many different organizations, it is generally very clunky and hard to navigate. Pros Overall ServiceNow has done what it needs for my purposes as an end user. It is the HelpDesk solution I use now and have used it in the past with multiple different companies. I know that to a degree it's highly customized to cater to what it's used for. So my experience is that it gets the job done. Cons The thing about ServiceNow I like the least would be the navigation. Now I believe that ServiceNow is customized by each business to a degree, to make it fit their needs. With that being said, I feel that maybe their level of customization/integration could be improved. For instance in my current environment, it works to get everything done correctly on the backend, but is always very tough to follow along tickets and such as an end user. So while this may be more about "the way my company uses it", based on past experiences, it always has felt a bit clunky and hard to navigate. Review Source YO Yewande O. HR Coordinator Government Administration Used the software for: Less than 6 months ### "ServiceNow review " November 23, 2025 5.0 The user interface was excellent and navigating the softwas was very interesting and user friendly. With all processes very secured Pros Great value for money and good customer support which helped with improvement and efficiency of our processes Cons Bugs and issues was difficult to resolve as it requires reaching out to customer support all the time Review Source NB Nivesh B. Network Administrator Computer Networking Used the software for: 2+ years ### "ServiceNow-24/7" December 24, 2024 5.0 ServiceNow is a great value & a must have product for an organization with fast pace processes. Pros ●ServiceNow can be customized as per the business needs. ●It can be integrated with other systems & workflows. Along with ticketing system, it is used to keep a track of IT equipments. ● Great automation features & in-built tools. Cons ● May need integration with other products for complete business solution. ●ServiceNow can be expensive for organizations with limited budget. 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 RS Robert S. Data Analyst Oil & Energy Used the software for: 2+ years ### "Assessing the analytical aspect of ServiceNow" October 22, 2024 4.0 Using ServiceNow to manage incidents and requests raised by service desk or by people in the company. Mostly working on the reporting side, by creating custom reports to measure certain KPIs. Also, trying to create more advanced reports, using views and the analytical capabilities of ServiceNow. Pros Allowing customizations, allowing storing different types of data, multi-purpose. Easy creation of reports Cons When accessing related fields, the creation of reports is sometimes slow. Combining data from multiple tables/sources is not straightforward. Review Source RH Ramzi H. Responsable RH Medical Devices Used the software for: 6-12 months ### "Platefrome IT" March 6, 2025 4.0 Pros J’apprécie particulièrement sa capacité à centraliser les demandes, incidents et tâches en un seul endroit, facilitant ainsi la gestion des opérations IT Cons Il peut être complexe à configurer et à prendre en main, notamment pour les nouvelles équipes Review Source AP Avinash P. Technical support engineer Information Technology and Services Used the software for: 1-2 years ### "Handling tickets" December 5, 2024 5.0 Extremely supportable for ticket handling via automation and UI is super good and user friendly for every purpose. Pros 1\. Easy ticket management , creating and tracking with servicedesk. 2. Can easily connect with JIRA as well to take updates related to development as well. 3. Interface is upto the mark with stability in platform. Cons 1\. There is nothing much for customization according to us. 2. Initially a proper training a timeperiod is needed to get the actual overview of product. Review Source FL Franko L. Analista de Sistemas Education Management Used the software for: 2+ years ### "Gran Herraminenta para servicios de TI" October 16, 2024 5.0 Gran experiencia con una herramienta intuitiva que se integra con otros sistemas de la empresa y facilita la realización de tareas. Pros ServiceNow es la herramienta ITSM líder del mercado. Ofrece una amplia gama de funciones y capacidades que pueden satisfacer cualquier necesidad empresarial. Se actualiza constantemente con nuevas versiones que aportan más innovación y valor a sus clientes. Cons ServiceNow no es una opción barata cuando se trata de herramientas ITSM. Puede suponer un gasto importante para las organizaciones que tienen presupuestos limitados y necesitan resultados rápidos. ServiceNow requiere un largo proceso de implementación que implica múltiples etapas y personalizaciones. También exige un miembro del personal dedicado a mantener y gestionar la herramienta con eficacia. Review Source MW Michael W. Owner Food & Beverages Used the software for: 2+ years ### "Great workflow communication tool " January 24, 2025 5.0 Pros Service now is a great communication tool. Cons Training curve for new employees can be a pain. 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 MK Musonda K. Customer service officer Airlines/Aviation Used the software for: 2+ years ### "Handy Tool for quick solutions." January 18, 2026 4.0 Pros Helps to get quick response for IT related problems within the organization. Also has an option to speak to a consultant in the case that the issue cannot be resolved immediately Cons If the issued being faced is an internet connectivity one, then it will be extremely difficult to get through to someone . Review Source VR Verified Reviewer Formateur technique Professional Training & Coaching Used the software for: 6-12 months ### "Outil de ticketing" December 11, 2025 5.0 Pros le suivi de ticket est convivial pour l'utilisateur, les éléments ajoutés sont aisément consultables Cons La gestion des notifications n'est pas la plus simple à configurer, mise en œuvre pouvant être couteuse 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 OM Oscar M. Spanish IT Service Desk analyst. Information Technology and Services Used the software for: 2+ years ### "Service Now, a tool you must have in your toolbelt." September 10, 2024 5.0 It is a great tool, all business that handle tickets should use it, it will improve the overall performance, control, and assistance of the customer. Pros The reporting part of Service now is the best, I have used multiple ticketing tools that does not provide any report assistance after. The customization of the tool is also nice, it helps you to create an environment that makes you comfortable. Cons It takes some time to configure to do what you want in the tool, and to link it to other systems. 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.