--- title: "Page 3 | ServiceNow Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Page 3 - Is ServiceNow the right Help Desk solution for you? Explore 361 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/254088/ServiceNow/reviews/?page=3" page_type: "reviews" language: "en" publication_date: "2026-10-19" --- ServiceNow 4.5 (361) [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 October 19th, 2026 # Page 3 - Reviews of ServiceNow ## Showing most helpful reviews Showing 51-75 of 361 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 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 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 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 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 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 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 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. 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 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 Khris J. Inventory Solutions Technical Lead Wholesale Used the software for: 2+ years ### "SNOW in busines" March 14, 2025 4.0 Overall its been easy to use for me, i know others have said it didnt have all the technical functions they wanted but for me it met the use case. Pros It gave clear ownership and incident timing/escalation points - multi level service measurement as it got escalated. Cons I found that businesses tended to put there own portal on the top which prevented all the features and visibility of service now showing through. It SNOW allowed greater customimisation of its displayed words/icons then i dont think we would have needed our own landing page which then integrated into snow. 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 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 AK Ahmed K. Consultant Specialist Health, Wellness and Fitness Used the software for: 2+ years ### "What do I like about ServiceNow" March 12, 2025 5.0 ServiceNow is an integral tool used across many functions in our organization, including problem management, incident management, and release management. It serves as a highly integrated platform that connects all these functions, making it easier to track progress, resolve issues, and ensure seamless communication across teams. Pros Easy user interface to navigate . You can create customized reports Cons performance is slow in some functions like on-call tab 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 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 DR Damon R. Sys Admin Food Production Used the software for: 2+ years ### "I all works in the end" March 22, 2025 4.0 As a whole, I really like service now or SNOW as we call it. Pros The flexibility and ability to integrate with Intune and Microsoft as a whole Cons That there are so many interactions of service now that are completely different from other versions 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 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 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 KM Karl M. CISO Financial Services Used the software for: 2+ years ### "Highly customizable products make them stand apart from competition" January 24, 2025 5.0 We have used them for many years and their innovation continues to impress us. Their products simply work and are highly customizable. We are always excited to see more features on their roadmap. Pros Their user interface is highly customizable and it doesn't take an expert to figure out how to utilize all the customization features. ServiceNow's ease of use is what puts them on top of competitors. Cons Now that we have more products from them, we've found it to be cumbersome to develop integrations within our products. Doing so requires a higher level of expertise, which we outsourced to VAR's. 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 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 VL VInce L. Director Application Development Computer & Network Security Used the software for: 6-12 months ### "Very versatile workflow platform" March 26, 2025 4.0 Overall the experience is very positive and have not had any major problems with the platform itself. Pros The platform is very versatile and open to most if not all the current industry standards. As a developer, this removes a lot of the constraints we face integrating it with enterprise software. Cons It is a bit pricey so it is not conducive for smaller companies. 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