ServiceNow Customer Service Management

4.3 (136)
Cloud-based customer service management software

Overall rating

4.3 /5
(136)
Value for Money
4.2/5
Features
4.3/5
Ease of Use
4.0/5
Customer Support Software
4.2/5
Sort by

136 Reviews

Balaji
Overall rating
  • Industry: Banking
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

ServiceNow Ticket Management Tool

Reviewed on 09/12/2019

The experience has been fantastic so far. We have been able to resolve tickets that comes to us with a quicker turnaround time since it directly comes to our queue.

Pros

The best tool for ticket/incident management for a large enterprise organization. It can create and tickets delegating it to individual groups so that it can be look at promptly for resolution.

Cons

No there is nothing I dislike about this software as it has made my life easy for raising ticket against team and also receiving issues from my application users and provide faster resolution

Verified Reviewer
Overall rating
  • Industry: Outsourcing/Offshoring
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Great Tool for HelpDesk Services

Reviewed on 01/04/2019

ServiceNow was a huge asset for deploying our first formal Support Service Design.
The ease of use and default templates, got us up and running in with no issues. Great Experience overall.

Pros

Out of the box, Service Now comes with configuration templates to get you started on your HelpDesk service deployment. From there, you can start tweaking the tool to match your company needs. This was very helpful to us since we were deploying a ticketing tool for the first time.
The deployment process was a breeze, intuitive and we didn´t find any major roadblocks whatsoever.
From the user side, is very easy to use, great compatibility with any browser (since is web based), and the amount of tools for reporting are amazing.
We are able to benchmark and tweak our Support Service and keep track of our KPI metrics very easily.

Cons

It can be somewhat overpriced. Other than that, no issue whatsoever.

balaji
Overall rating
  • Industry: Chemicals
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 5.0 /10

Service now customer service management

Reviewed on 18/07/2022

Overall this tool need to work on UI and limit the options for the end users. The Dashboard too needs work is displaying the necessary KPIS

Pros

we have been using this application for more than 2 years now. When it comes to ticket management and issue status management, this has been very effective. The integrity of the tool with OKTA is best thing in this.

Cons

The tool is very slow with processing things and not very effective in the documentation. It has too many options which is making users confused.

Dimitar
Overall rating
  • Industry: Financial Services Software
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 6.0 /10

My experience with ServiceNow

Reviewed on 31/03/2019

I've been using SNOW for over 2 years now. It is amazing tool, with so many options. However I hear from the management that is very pricy to add multiple components and this limits the usability of the tools it have.

Pros

Amazing variability of options.
Very easy to track tickets and create useful dashboards.
Reports that can show almost anything
Self-service section

Cons

Very Pricy
Sometimes when opening few windows after you save a ticket it takes you to a "strange place.
Gets slow sometimes due to it's large DB.

Verified Reviewer
Overall rating
  • Industry: Financial Services Software
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 7.0 /10

An additional step - but helpful none the less

Reviewed on 09/05/2019

It was a necessary tool used everyday but it would be better to integrate more features with this service.

Pros

We used service now as an additional time management tool with other applications to keep track of project progress. Service now was semi easy to use and made up for what our other service lacked

Cons

Service now could be confusing at times and lacked integration with other systems/software. Could be tricky to change due dates- would have to change all by hand

Gladman
Overall rating
  • Industry: Nonprofit Organization Management
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Incident management made easy

Reviewed on 24/05/2019

All customers are saved as there is no risk of custimer service agent forgeting about the incident reported by a client as the system records every incident. Gives customers power to reopen an incident should they feel that they have not been assisted to their satisfaction

Pros

It is easy to use. Has a functionality for knowledge base which can be used when customer service agents are helping customers. You can add people on the watch list so that they are in the loop of what is happening

Cons

Creating a new incident from the system is a bit of struggle. The option is not visible

Samson Jabin
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

One Shop Stop

Reviewed on 11/04/2019

We are using ServiceNow to replace our service delivery management across the entire state.

Pros

*Very much customisable to suit to business needs.
*Can integrate with multiple other ServiceNow softwares to make a enterprise running mogul.
*Interlinked with other modules and always cross reference records
*Intuitive UI design.

Cons

*Though intuitive, needs training to be able to use the software.
*Uses Dot walking for selecting tables in database, will confuse regular users.
*Reports and internal workflow can be confusing.

Mahipal Singh
Overall rating
  • Industry: Information Technology & Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

ServiceNow review

Reviewed on 26/04/2022

My overall experience with ServiceNow is good.

Pros

Workflow management is the best feature I liked most in this software. With this feature, the company can smoothly manage projects and can also track customer cases and tickets.

Cons

As of now, I don't get any feature present in this software which I don't like.

Vidya Sagar
Overall rating
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

AI powered Service now management

Reviewed on 25/09/2022

It was great creating workflows and automating the recurring issues.

Pros

I like the way ML/AI is integrated with incident management and reduce the workload and fastly act on critical issues

Cons

It still needs to mature to cater for wide variety of platforms and workflows

Balalau
Overall rating
  • Industry: Information Technology & Services
  • Company size: 5,001–10,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Great platform

Reviewed on 15/07/2022

Pros

Virtually infinite possibilities when it comes to incident management and problem tracking

Cons

The price is very high compared to other softwares, but considering what it offers it's a good investment

Brian
Overall rating
  • Industry: Medical Practice
  • Company size: 10,000+ Employees
  • Used for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 7.0 /10

Great for assigning jobs and direct communication; dense UI missing common features

Reviewed on 11/11/2018

Overall this is a fantastic product. It frees up developer resources by taking on administrative and organization responsibilities, connects end users with developers through a consistent interface with straightforward prompts that reduce communication errors and adhere to policies and prevents logjams and delays by implementing a normalizing the request and delivery process so task can be consistently assigned to the appropriate person based on workload, importance, resource needs, etc. The UI issues are irritating, but they do not reduce performance significantly, and they do not impede the product's superior performance with regards to the intended results.

Pros

All users work in the same interface, creating a pretty seamless pipeline between end users and departments that identify a need and the department and content manager responsible for the requestors need. ServiceNow handles most of the administrative duties, documentation, and organization for tasks/projects from step-by-step request submission, to manager approval, to task creation and delivery, ensuring timely communication and adherence to procedure, while freeing up development time.

Cons

Although the User Interface is straightforward for most tasks and consistent among all users, there are many rudimentary features that are either buggy or absent. For example, when a task is submitted, both a "request" and a "task" are assigned. They are identical and both must be filled out to close the job, but they do not interact with each other and one can be closed and the other open in the system. Similarly, there are no steps between completing and closing a task, but submitting a task as complete does nothing but refresh the page and change the "complete" option to "close." It doesn't not even populate the completion time.

Sonia
Overall rating
  • Industry: Information Technology & Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

ServiceNow

Reviewed on 16/07/2021

Overall a good and Wonderfull experience.

Pros

I have been using ServiceNow almost everyday for more than 2 years which is really user friendly. Initially It has been very easy to navigate and locate previous tickets on this software. I used ServiceNow as a ticking tool, where my team used to to review the ticket sent by the previous team and add remarks and validation as and when needed, it was a very nice tool to track the overall productivity of the team.

Cons

I did face starting doing the starting phase as navigating and learning the options took me some time. I would like to enhance more features such as feedbacks, larger vol of data can be saved and customer satisfaction feedbacks which would help the team validity and increase the overall performance.

pratik
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

An awesome saas and paas application

Reviewed on 08/10/2018

It’s an very demanding cloud platform. They also offers you to provide various commercial scope application platform as well.

Pros

1) An awesome application as Saas and Paas as well, Good inerface, user friendly and easy to use.
2) Due to backend code in jaava and JavaScript it is very flexible.
3) Cloude data and services is simply awesome.
4) The best thing is its also supports to integrate autoCAD as well.

Cons

1) To implement discovery tool for automatic cmdb population have some hogh cost concern.
2) When you using a UI action which has script inside it freezes the screen.
3) Upgrade to an instance will become quite hectic.

Verified Reviewer
Overall rating
  • Industry: Food & Beverages
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Great for IT Technicians

Reviewed on 16/08/2019

Use this software from the in my shift from 8am - 5pm. This is my main tool to perform my job and have had hardly any issues with it. Very user friendly.

Pros

Easily able to manage tickets placed by the customer. awesome search capabilities when looking for something specific about a customer. Able to tracks assets, user information. The ability to customize the UI for your needs

Cons

The software can be a bit slow. The mobile version of the application is a bit slow as well, not sure if this is due to how our organization has it setup.

Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 5,001–10,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

The best platform for Service Management

Reviewed on 29/08/2019

Pros

you can customize everything

you can change the OOTB version of the portal as you like with programming (in other softwares you have constraints due to the OOTB version)

The cloud allow you to easily access it everywhere and everytime; there is also an App

Cons

Cost, maybe if you are a small company you don't need that

App to be improved

Few OOTB customizations in front end; you need to change the code to customize the portal

Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

My Experience using ServiceNow Customer ServiceNow Customer Service Management

Reviewed on 18/05/2019

My work as an IT support Analyst requires that we manage day to day client IT infrastructure and troubleshooting issues experienced by end users, ServiceNow provides a solid system for receiving and actioning these requests.

Pros

Great for customer service and management, serves the integral purpose of ensuring that user requests are categorised and prioritised appropriately, great for customer satisfaction management as well

Cons

Can be a bit slow in response time when loading the webpage, I have some inexplainable failures in executing some tasks, e.g ticket resolution, but this is quite rare, most probably a momentary glitch

Vershley
Overall rating
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 5.0 /10

Great tool for tickets management

Reviewed on 15/07/2021

Quite a good tool. There are other tools that are available right now that does almost the same job. ServiceNow needs innovate fast. From the few months i've used the system, I've never got any major issues.

Pros

Easy to know which tickets me or my team have been assigned to. Setting up dashboards can be tricky but once they have been set, we can easily identify the workload for the week.

Cons

Quite complex to set up dashboards, this needs to be simplified. The website can be slow at times and finding a specific keywords on a ticket can be difficult at times.

Alternatives Considered

Azure DevOps Services

Switched From

Azure DevOps Services
Verified Reviewer
Overall rating
  • Industry: Computer Hardware
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

excellent to manage escalations

Reviewed on 02/09/2019

complete software to handle It issues
it helps me a lot

Pros

Servicenow is a very good software if we talk about alerts and escalations.
i work in the IT area and the way we handle outages, alerts and escalations with this software is very fast and complete

Cons

the software is fine some configurations in my organization itself was not very good but i recomend it 100%

Emogene
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Implemented CRM across 44 countries in 4 languages

Reviewed on 13/07/2018

Replaced Remedy in les than 1 year

Pros

The out of the box config approach allowed us to design from a green field approach, no heavy detail requirements, kept thing light and flexible

Cons

Service now has an aggressive release Schedule that was hard for a large fortune 50 company to keep up with, while it is a best practice - hard for our culture to process.

Stephen
Overall rating
  • Industry: Higher Education Software
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 7.0 /10

Decent web-based CRM tool that has so many features, nearly everything is possible.

Reviewed on 15/08/2017

Better than Parature or SCSM for large-scale case and ticket management, easy to use on the web and options and features are nearly endless.

Pros

Web-based case management makes submitting and reviewing incidents and cases a breeze. Loads quickly without dragging down when working with large cases.

Cons

So many features means groups are going to use much less than they are paying for. Apparently customization is difficult as many pages are left in their default format, not giving customers the clearest idea of what they are asking for.

Shibu
Overall rating
  • Industry: Computer Software
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Awesome SAAS solution for small and large enterprises

Reviewed on 27/04/2018

Pros

No hardware and hardware maintenance cost, easy to use, easy to customize, less development and support efforts, tons of integration methods and tools = Happy Customer

Cons

Representation of CMDB relationships, help on CMDB, difficult to get reporting on child tables, not very useful help in child tables

Kevin
Overall rating
  • Industry: Medical Practice
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

ServiceNow for IT Service Management

Reviewed on 22/03/2018

Pros

ServiceNow is a robust platform that allows users to customize their settings as well as use a variety of modules depending on the ITIL maturity of the organization.

Cons

The information is not always organized in the most concise way. Continuous usability testing could help improve this product a bit.

Jesse
Overall rating
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use

Intuitive and very customizable

Reviewed on 04/05/2018

Pros

ServiceNow is very easy to use and can be customized in many different ways that make it even easier. It is very versatile and can be incorporated into many other systems including asset management and resource management.

Cons

Sometimes the servers that the software runs on would tend to hang. Recent updates have made looking up previous tickets and information a little more difficult than before.

Adarsh
Overall rating
  • Industry: Computer Software
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Great incident management tool!

Reviewed on 11/12/2017

Pros

I love the hidden capabilities and functionality that this tool has. We use it to track incidents all the way to managing our sprint cycles and work loads within IT.

Cons

There are limitations in the ServiceNow reporting functionalities. It is not easy to create reports and dashboard in ServiceNow. Configuration and security are sometimes very difficult and need great effort.

Verified Reviewer
Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Robust solution for Customer Service

Reviewed on 08/11/2018

We use ServiceNow for tracking service requests, managing assets, keeping a knowledge base, coordinating agile scrums. It has been a great all around solution that has helped us centralize a lot of what we do in IT

Pros

It is easy to search for, track, and centralize most of our assets, and customer service requests, in IT

Cons

Some of the filtering for requests is not always intuitive.