ServiceNow Customer Service Management Reviews

ServiceNow Customer Service Management

4.3 (150)
Write a Review!
Automate requests and deliver effortless experiences

Overall rating

4.3 /5
(150)
Value for Money
4.1/5
Features
4.3/5
Ease of Use
4.1/5
Customer Support Software
4.2/5
Sort by

150 Reviews

Balaji
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...

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: Gambling & Casinos
  • 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

"I Have Had Excellent Experience Using ServiceNow ITSM (Customer Service Management application...

Reviewed on 27/09/2020

ServiceNow ITSM has enabled the enterprise wide service management with effective tracking ability....

ServiceNow ITSM has enabled the enterprise wide service management with effective tracking ability. The business users have end to end visibility into the incidents (INCs), requests (REQs), request items (RITMs), change requests (CHGs), Configuration items (CIs) etc. so that triaging of tickets becomes easier for both end users and help desk. Being Business Systems Analyst, I have had an opportunity to work closely with enterprise service desk to create configuration items (CIs) and publish knowledge base article (KBAs). Having ServiceNow ITSM implemented as service management system, I can easily make requests through the user-friendly cloud platform and view the updates of work being done against my requests.

Pros

I find this product user-friendly, tracking enabled and knowledge oriented. It's definitely better than other competing products in the market as it enforces standard ITIL practices.

Cons

I have not had such experience to dislike this product. being ITIL certified Analyst, I deem this product very appropriate to follow standard service management practices.

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...

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
Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 201–500 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

ServiceNow CSM - A customer centric tool/People Management

Reviewed on 21/06/2023

The OOB system itself is configured with the right solutions that the customer wants. Apart from...

The OOB system itself is configured with the right solutions that the customer wants. Apart from that, we can customize anything with the help of developers. The system will work seamlessly though.

Pros

Customer & Consumers, and Contacts management was handled pretty well. People Management is most valuable to provide services accordingly. The integration is seamless hence it provides APIs to make easier.

Cons

1. Portal - There are different portals for customers & consumers in OOB. This is creating confusion in gateway.2. Agent workspace - Performance is Slow.UI can be improved.

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...

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.

Gladman
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...

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

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

Overall rating

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

Good customer service management application

Reviewed on 13/08/2018

Service now is a very good ITSM software. This enables us to accurately track issues occurred in...

Service now is a very good ITSM software. This enables us to accurately track issues occurred in our organization from being raised until it is resolved with definite resolution.

Pros

What I like the most in this software is the flexibility. It enables you to add customized workflow, option selections, custom pages depends on your business unit, customization reports and data API.

Cons

The only thing i don't like with this software is the performance. especially when you add too many contents on your page. I think this is the only downside of this application.

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.

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.

Antonio
Antonio
Overall rating
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

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

CIS of ServiceNow

Reviewed on 05/03/2018

Expand the uses of the ServiceNow Instances, initially oriented to the ITSM main process (Incident,...

Expand the uses of the ServiceNow Instances, initially oriented to the ITSM main process (Incident, Problem, Change, Asset, CMDB) to the Customer Support side,

Pros

You can integrate in the Customer Service Management Side, differents process like Case Management, Field Service, and inclusive Sales Force (Using a Plugin) in a single system of records. That gives you the oportunity to manage the main need from the CRM in order to give support of the needs of your clients using differents channels (Web Portal, Email, Chat, Phone, Mobile Apps).

Cons

In order to cover the need for a CRM solutions some customization may be completed, normally with plugins available into the ServiceNow Instance,

Jonathan
Jonathan
Overall rating
  • Industry: Financial Services Software
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software

It's a great tool to use for Customer Service Managemet

Reviewed on 06/04/2018

Pros

ServiceNow is an easy tool to use because it's intuitive and has a lot of options for cutomize, so as a user you can configure what you need.

Cons

Maybe you can find as a Con the price of this great tool, thera a a lot of tolls that are free on Internet, but you won't have the support ServiceNow gives to this module!

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

Overall rating

  • Ease of Use
  • Likelihood to recommend 10.0 /10

Hyper-Functional Ticketing System

Reviewed on 11/07/2018

Overall, this works as a great ticketing system. It also has some light task/project management...

Overall, this works as a great ticketing system. It also has some light task/project management functionality that we're only beginning to explore.

Pros

As customizable as you need. Our Supply Chain Contact Center uses ServiceNow as their ticketing system. They're able to capture the source of the ticket (email vs phone), responsible parties, root cause, category and sub-category of issue, comments, and more. It's phenomenal. They've begun to use it to assign tasks from their department to other departments. This is a huge boost to their reporting capabilities, as they can now get a truer picture of their ability to hit SLAs. Our Process Optimization team is ramping up to use this to track reporting and project requests. Another stellar feature is ServiceNow's document repository. We're able to store training or case documents within ServiceNow, and then, when a rep types in their comments, ServiceNow actually displays related training and case documentation at the bottom of the page so the rep can review related documentation and resolve their tickets more quickly.

Cons

While ServiceNow has been wonderful for our Supply Chain Contact Center, it hasn't worked as well for our Security team, but I believe this has to do with how they've customized it for their own uses. For instance, my department will open a ticket for a new hire to receive proper system access, and we put the new hire's start date in the original ticket. Well, the original ticket isn't what's actually assigned to the Security Analyst - a sub-task is assigned, and the new hire's start date doesn't copy down to that sub-task. Consequently, Security Analysts often have to reach out to us to get information we already put in the ticket. Again, I think this has to do with how the system has been customized for their use.

Norbert
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
  • Likelihood to recommend 10.0 /10

I really appreciate using Service Now in my daily basis

Reviewed on 08/05/2022

I'm using Service Now as a daily tool to support users with their technical issues and I find...

I'm using Service Now as a daily tool to support users with their technical issues and I find Service Now as a excelent tool for this. It's easy to use for users, customizable for me and my colleagues from the support team, have many options to organize Your work. I appreciate it very much and if I change my job, I hope that I will also work in Service Now in the new one.

Pros

I think most important part that I like is posibility to configure Service Now layouts, list and elements on the screen to meet Your personal needs. Want to have this element to be shown in Your homepage dashboard? No problem! You need to create own template to not put the same response every time? Sure thing, You can do it here! Very layouts and pages which I like the most.

Cons

I think building reports and dashboards can be quite difficult when You are trying to do it first time. Report and dashboard builders are quite complex tools any such many options can be shocking at first and you need to spend some time to discover what is what and get used to it.

James
Overall rating
  • Industry: Computer Software
  • Company size: 1,001–5,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 0.0 /10

Poor Interface - Too Much Bean Counting and Not Enough Cooking the Meal

Reviewed on 13/04/2023

So far, ServiceNow is a distraction with no benefit. Unlikely ServiceNow will ever modernize their...

So far, ServiceNow is a distraction with no benefit. Unlikely ServiceNow will ever modernize their product. Every year is 1971 for them, with an IBM 3270 "green screen" interface.

Pros

To its defense, it does process requests without delay.

Cons

Poor user interface design. Lacks an understanding of human factors and fails to embrace modern technology.About the worst part is the designers show a very low interest in gathering the concern being discussed. When you finally get to "problem description," it's buried on page two in a small window that uses 6% of the available display. But that area cannot accept any cut/paste of screenshots.Bypassing this tool is often the best course when there is a need for problem description and subsequent analysis. Tools like Microsoft Word and Outlook do pretty well in letting a person express their concerns. ServiceNow is more like the CSR that asks annoying, irrelevant questions and shows no interest in the concern itself.

Ankur
Overall rating
  • Industry: Computer Software
  • Company size: 201–500 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

Overall Good SaaS & PaaS tool to handle ITSM processes

Reviewed on 31/10/2018

Pros

1) Covers most of the ITSM process required in an organization
2) Platform allows development using latest web technologies and supports integration with 3rd party apps
3) ServiceNow Customer Support team is very much good at resolving any issues/tickets
4) Good application as SaaS and PaaS
5) Allows customizations to out of box script components and enhancements

Cons

1) Cost could be one factor which they need to improve upon
2) Upgrade activity requires lot of efforts
3) Sometimes the code/script may break while it was working earlier well
4) Requires good training to be given to non-technical staff for proper use of tool

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...

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.

Vania
Overall rating
  • Industry: Oil & Energy
  • 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

All-in-one service solution

Reviewed on 22/09/2022

Fantastic product and they offer administrator training for free if you interested in learning...

Fantastic product and they offer administrator training for free if you interested in learning “more than the average bear”.

Pros

I think the ability to automate Active Directory account creation or deletion, third party software license assignments and access, and manage all of our company’s requests/incidents in one place are my favorite things.

Cons

The scheduled tasks feature is sometimes buggy in our current version; however we have been provided great support getting this resolved.

Nikhil
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

Perfect ticket management tool

Reviewed on 05/12/2019

We are using the tool to manage the Incidents and services Requests so that end customers can...

We are using the tool to manage the Incidents and services Requests so that end customers can seamlessly access the tool.

Pros

1) Great User Interface
2) Easy to create and clone the tickets, cloning tickets saves a lot time.
3) Auto triggered Email notifications for SLA dues
4) Customized dashboards for each user
5) Reports - helps to back trace the tickets and data.

Cons

While using one will face a little delay in loading a page. While working with dependant picklists, it takes some time to load the values of the field.

Jen
Overall rating
  • Industry: Banking
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

Good IT service management tool

Reviewed on 27/12/2018

Pros

ServiceNow is a mostly a pretty good IT service management system. I work in IT and all of us use ServiceNow to input and manage tickets. I like that I can pop open a screen and see all my open tickets in one place. The ticketing interface is straightforward, and I like that I can add internal notes and assign priority ratings to my various tasks. I think most users have been very happy using it.

Cons

My only criticism is that it could use some help as far as navigation goes. There seems to be a lot of menu items/setting that I don’t use or don’t know where to find. Would like a cleaner look.

Kevin
Overall rating
  • Industry: Financial Services Software
  • 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 7.0 /10

“Service Now - Your Control Center to provide customers with moments of magic”

Reviewed on 15/08/2018

Service Now Customer Service management has been a useful tool to handle all types issues relating...

Service Now Customer Service management has been a useful tool to handle all types issues relating to desktop, infrastructure, remote access and a host other sections relating to the user and their system/network.

Pros

for anything in your workplace. you can create templates to put in tickets for incidents or requests relating broken items, adding items or even for setting up new hires.

Cons

the search engine can be awkward to use. Sometimes it doesn't provide the proper answer to a search.

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...

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

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

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%

Verified Reviewer
Overall rating
  • Industry: Hospital & Health Care
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

great cloud software for service ticket management

Reviewed on 11/01/2018

Pros

easy to set up, use and administer software that can be ramped up quickly as the learning curve is relatively low and the eco system around this is growing as well

Cons

would have been great if building reports were much more intuitive for the end users to be able to write their own query - at the moment, there is heavy reliance on IT to write reports

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.

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.

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

Verified Reviewer
Overall rating
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

For users, it's simple and easy. Really

Reviewed on 26/04/2018

Solved our users problem, to allow them to watch what is happening to solve their problems. Really...

Solved our users problem, to allow them to watch what is happening to solve their problems. Really Good.

Pros

The environment it's really fast to setup, you may build all your support options, link incidents and close the problem and automatically close all related incidents.

Cons

You need consulting services since the beginning. It's fast, but after some time you need to interact with them always, what may be tedious and making you think you your money is really being spent correctly.