# ServiceNow Reviews 2026. Verified Reviews, Pros & Cons | Capterra > 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 # Reviews of ServiceNow Ease of use 4.2 Customer Service 4.3 ## Pros and Cons in Reviews Jared S Software Developer and ConsultantComputer Software, 51 - 200 employeesUsed the software for: 1-2 years. “Overall, ServiceNow has been an effective platform that streamlines operations and supports structured Change Management, though it requires thoughtful configuration and ongoing administration.“ December 18, 2025 AF Andrei F Knowledge SpecialistInformation Technology and Services, 10,001+ employeesUsed the software for: 6-12 months. “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.“ November 28, 2025 Joshua K DirectorResearch, 2 - 10 employeesUsed the software for: More than 2 years. “There is a big number of modules one can add to the platform, including software and hardware inventory, business applications, application services, among many others.“ May 22, 2025 Jared S Software Developer and ConsultantComputer Software, 51 - 200 employeesUsed the software for: 1-2 years. “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.“ December 18, 2025 JG Justin G IT SpecialistFood & Beverages, 51 - 200 employeesUsed the software for: 6-12 months. “ServiceNow offers robust ticketing with powerful automation and reporting, though initial setup and customization can be complex.“ July 16, 2025 MW Melinda W OwnerArts and Crafts, Self-employedUsed the software for: I used a free trial. “It’s also expensive, and customizing workflows often requires technical expertise or developers, which can slow things down for smaller teams“ April 30, 2026 Antoinette C Customer Marketing ManagerInformation Technology and Services, 501 - 1,000 employeesUsed the software for: 6-12 months. “ServiceNow helps our company organize, interpret and develop data using dashboards.“ December 2, 2025 GT George T Operations ManagerPublic Safety, 51 - 200 employeesUsed the software for: 1-2 years. “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“ July 2, 2025 ## Showing most helpful reviews Showing 1-25 of 348 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Andrew R. Cyber Security and Compliance Insurance Used the software for: 2+ years ### "Great Customer Ticketing Solution" February 27, 2026 4.0 Overall I would say I am pretty happy with it. I loved how it allow easy ticket escalation and allowed collaboration with other departments. Pros It has a great user interface that is very easy to manipulate and learn from an end user perspective. It has a ton of customizable options available. Cons When extracting from the old existing Remedy platform it was a bit tricky to get it to fully integrate. Switched from [RemedyOnCall](https://www.capterra.com/p/242283/RemedyOnCall/) We decided to move to a new platform that was more elastic Review Source NK Norbert K. Salesforce Analyst Information Technology and Services Used the software for: 2+ years ### "ServiceNow – Grows on You" August 21, 2025 5.0 ServiceNow is a solid and reliable system that I use daily. It helps organize work, automates many processes, and supports team efficiency. Despite the initial learning curve, it becomes a very convenient tool over time. Pros ServiceNow enables fast and transparent management of tickets and workflows. The interface is intuitive, and reporting tools are very useful for daily operations. It also integrates easily with other systems like Salesforce CRM for example Cons ServiceNow has a relatively high entry level in my opionion. Setting it up and understanding advanced features takes time and expertise. New users may feel overwhelmed by the number of options and the complexity of the interface. Switched from [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) To be able to cooperate globaly with all territories Review Source VR Verified Reviewer Client Operations Supervisor Real Estate Used the software for: 1-2 years ### "Awesome service now features" April 26, 2026 4.0 Overall, pretty satisfied with service now you get support that you need if ever that there are any issues at the same time if let’s say you need some enhancements it is it is very easy to communicate with them Pros No, what I like the most about service now is it actually is robust and offers a lot of features that are customizable based on the business needs Cons What I don’t like or like the least about service now is the interface is a bit complicated if you are not that technical especially the CSM or customer service management interface but other than that, everything is cool Review Source Tom E. Senior Frontend Developer Information Technology and Services Used the software for: 1-2 years ### "A decent product with a couple of connectivity issues" March 29, 2026 3.0 Overall ServiceNow is a good product and puts me in touch with the right people. However the only downside for me is the connectivity issues on occasions. Pros ServiceNow puts me in touch with our IT support team usually relatively quickly. It has a very convenient Microsoft Teams plugin. Cons Whilst using ServiceNow, I do have connectivity issues occasionally where, I receive messages stating the conversation has timed out. 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 KM Kalpesh M. Program Manager Hospital & Health Care Used the software for: 2+ years ### "Excellent CRM and ticket management tool" April 20, 2026 4.0 Pros We have been using SN for its product availability and support for installation and any issues we have had. Cons The cost of installation and support is higher when compared to similar products in the market. Also, there is an issue with integration of marketplace products with this suite. Review Source MC Mark C. Manager, business management Banking Used the software for: 2+ years ### "Works well with integration of all apps " April 10, 2026 5.0 Pros Ability to solve access management issues quickly and efficiently. Product is a centralized repository for all apps Cons I would say some functions may be hard to locate exactly which access you are trying to find and gain Review Source MW Melinda W. Owner Arts and Crafts Used the software for: I used a free trial ### "Powerful Workflow Automation with a Learning Curve" April 30, 2026 4.0 Overall, my experience has been very positive, especially for streamlining business operations. ServiceNow does a great job of bringing everything—IT support, requests, workflows—into one centralized system, which makes tracking and managing tasks much more efficient. Pros Its ability to centralize and automate workflows—everything from IT support tickets to HR and operations—making processes faster, more organized, and easier to manage in one platform. Cons The biggest downside is the complexity and steep learning curve—it can take time to fully understand and configure. It’s also expensive, and customizing workflows often requires technical expertise or developers, which can slow things down for smaller teams Review Source PP Prachi P. Senior Manager Management Consulting Used the software for: 1-2 years ### "Effective ticketing tool" April 23, 2026 5.0 Effective ticketing tool to support delegation and task management within large teams with complex workflows. Pros Supports setting up of complex workflows quite well. Good in integration with other tools like Microsoft Teams, Exchange. Cons Best suited for larger organisations. Some teams may require investing additional effort into training for ease of use. Review Source LC Lance C. Solution Architecht Oil & Energy Used the software for: 2+ years ### "Streamlined method to submit, assign, and manage IT support" April 27, 2026 4.0 Pros Streamlined method to submit, assign, and manage IT tickets. Allowed for quicker resolution of tickets than with in-house system. Cons Some employees report that it was not user-friendly, especially for non-IT professionals. For example, employees were asked if their issue was hardware or software, but some employees did not know how to answer. Review Source AK Ajaykumar K. Specialist Information Technology and Services Used the software for: 2+ years ### "Service now Ticketing tool" December 8, 2024 4.0 Pros we can manage incident, task and create change. Cons service now Root ticket will create multiple task Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/) Reason for choosing ServiceNow Service now is used to Better customization and visualization Review Source HW Heather W. Principal Compliance Specialist Banking Used the software for: 6-12 months ### "ServiceNow GRC Tool" October 11, 2024 4.0 Pros I most like the search and filter functions of the ServiceNow GRC tool. Cons I don’t think the ServiceNow GRC tool is the most user friendly compared to similar GRC tools such as Archer. Switched from [Archer](https://www.capterra.com/p/147244/Archer/) Company determined ServiceNow was the better option Review Source VR Verified Reviewer Director Research Used the software for: 2+ years ### "One-stop shop for service desk-style IT system-of-record" May 22, 2025 5.0 Satisfied with the product as it is a truly one-stop shop for service desk-style support and for IT system-of-record. It is possible to use this to track licenses as well as hardware. Makes it easy to locate resources that are on the ground on a per-user basis as well, so it helps for risk management in various ways. Pros This platform handles the complete ITSM service cycle and enables exporting of information. There is a big number of modules one can add to the platform, including software and hardware inventory, business applications, application services, among many others. Cons When there is a need to upgrade versions, the existing version needs to be frozen temporarily, but these upgrades are scheduled during holidays or yearly shutdown. 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 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 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 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 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 TB Thomas B. Risk and Compliance Consultant Information Technology and Services Used the software for: Less than 6 months ### "ServiceNow - The Linux of PSAs" May 12, 2025 3.0 ServiceNow is great if your teams that manage and develop it are great. Its junk if everyone on your teams are really new to it. My experience with it has been below average other industry standard PSAs. Pros It provides an incredibly flexible ticket and project platform. It is like the Linux of ticking boards, capable of anything. Cons The downside of the being the Linux of ticket boards is that your organization can only get out what they put into it. It feels less like buying a house and more like going to the hardware store and buying lumber and supplies. Most organizations want their vendors to provide a service that alleviates labor, not a platform that add labor. 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 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 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 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 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 RK Rishi K. ITSM Consultant Banking Used the software for: 2+ years ### "A great tool for growing organisations!" October 13, 2024 5.0 A holistic and intuitive service management tool offering a cohesive and integrated approach to service management. Their reporting functionalities and API integrations are exceptional. Overall a great tool for growing organisations! Pros Servicenow is an integrated service management tool offering the entire ITIL lifecycle at your fingertips. I haven’t used any application which can seamlessly integrate all the processes cohesively as per the organisations requirements. Cons Depending on the level of customisation required, servicenow can get expensive to implement. 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.