# Page 3 | ServiceNow Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - Is ServiceNow the right Help Desk solution for you? Explore 344 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 (344) [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 344 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 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 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 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 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 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 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 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 NR Nampalli R. Analyst Information Technology and Services Used the software for: 2+ years ### "Snow-portal " December 23, 2024 5.0 Pros It was very easy to handle the incidents and task. Cons Service now SLA timing track more complexity. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/) Reason for choosing ServiceNow For better cost and also easy to handle. 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 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 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 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 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 CM Cátia M. ServiceNow Consultant Information Technology and Services Used the software for: 1-2 years ### "Helps reduce manual tasks, improving efficiency and response times." October 4, 2024 5.0 Pros Powerful platform known for its ability to streamline IT service management and automate business processes. It has a user-friendly interface that enhances productivity by allowing users to easily navigate and access features. Additionally, its customizable workflows and reporting tools provide valuable insights, enabling organizations to make data-driven decisions. Cons The platform can be overwhelming for new users, requiring significant training to fully leverage its capabilities. Implementation can be time-consuming and costly, which may not suit smaller organizations with limited budgets. 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 PP Prachi P. Manager Management Consulting Used the software for: 1-2 years ### "Effective and easy to use" June 15, 2025 5.0 Effective and easy to use interface, with the ability to configure workflows to suit varying processes. Pros Extremely easy to use with possibilities of configuring workflows as required by client organisation processes. Cons It needs some level of technical expertise for setup. Sometimes cost can seem prohibitive for clients. 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 AA Amy A. Distribution Center Support Coordinator Wholesale Used the software for: 2+ years ### "Let it SNOW" November 19, 2024 5.0 Overall, great program, detail orientated Pros ease of identifying issues, categories, options Cons Speed of responses often delayed or underserved 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 Supervisor, IT Support and Services Pharmaceuticals Used the software for: 2+ years ### "Industry Standard for ITSM" August 30, 2024 5.0 I've used it at a previous company and my current employer. As long as it's built correctly, You'll enjoy it. Pros The flexibility to customize and automate processes. Cons There is nothing I Don't not like about ServiceNow Switched from [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) We wanted a more robust ITSM platform with integration capabilities. 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 Similar Products Featured