ServiceNow Customer Service Management Reviews

ServiceNow Customer Service Management

4.3 (142)
Automate requests and deliver effortless experiences

Overall rating

4.3 /5
(142)
Value for Money
4.1/5
Features
4.3/5
Ease of Use
4.0/5
Customer Support Software
4.2/5
Sort by

142 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...

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

Switched From

Azure DevOps Services
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.

Verified Reviewer
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

It's a great ticket system

Reviewed on 19/01/2018

Time table of incidents and reports of common every day problems .

Time table of incidents and reports of common every day problems .

Pros

Very easy to create tickets and can be customized to work with your environment. User inventory can easily be populated to all of your company assets. User field can be populated automatically to bring up a user name and profile information.

Cons

Ticket system should automatically be saved. I wished there was a way to duplicate a ticket to a new ticket number for items not resolved. Instead of re-opening a ticket.
Your ticket search buttons should be easier to search, I have gotten lost several times searching for tickets.

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...

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

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
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
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!

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...

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.

Verified Reviewer
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

Good Tool but performance is an issue

Reviewed on 29/10/2019

Can deny that ServiceNow is the best in the category and offer the most functionalities. However,...

Can deny that ServiceNow is the best in the category and offer the most functionalities. However, performance is truly an issue as page refresh can be lengthy from time to time.

Pros

- out of the box configuration templates is great start point for setup

- Deep integration with other ServiceNow tools (big selections as well)

- easy for administration to benchmark and track support service

- like the fact that it has user customizable queries to filter out only items that you want.

Cons

- Performance is an issue. we have been getting on and off slowness that we can't seem to resolve it.

- over cost is higher compare with its competitors

- there should be ways to duplicates incidents

- Search result is unpredictable, sometimes search does not return the result you want without going into the module first (this is inconvenience as sometimes a ticket number is the only thing given and you have to figure it out what kind of ticket before searching)

Arpan
Overall rating
  • Industry: Hospital & Health Care
  • 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

A powerful CRM containing tons of features.

Reviewed on 17/04/2018

Pros

- Highly customizable, extendable, and flexible according to one's needs.
- Constantly evolving and improving with two new releases per year.
- Contains everything which a CRM should have!

Cons

- Contains synchronous JavaScript requests which causes web pages to get stuck, disabling any actions on the webpage while the request is active. Sometimes, a page needs to be reloaded to make it work again.

- Many features (for instance: Reporting) require training first before a user can start using them. This process can be cumbersome for an average user if training resources are not available.

- Expensive as compared to other CRMs (for e.g. SalesForce).

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...

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.

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.

Verified Reviewer
Overall rating
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Best in response the good thing i love in the service now is they respond very fast for quiries

Reviewed on 17/11/2017

Pros

The service now has very large tools whose main functionality is to make customer happy. They respond to our queries very fast and they make help of the different dashboards to perform their service we are using this for our ticket management here we can generate our different type response type like pdf,word etc their service is extraordinary and i love to work on this a lot

Cons

There is nothing specifically least in this. Everything is cool and good. We are looking for some new version

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%

Nishant
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

Servicenow review

Reviewed on 21/09/2022

Other than ticket encryption, everything is good in servicenow what a company truely desirea

Other than ticket encryption, everything is good in servicenow what a company truely desirea

Pros

Its easy, simple to use.
Visibility for both team and customer
Easy to work notes and create change, request etc

Cons

Encryption could be better.
Anyone can check the ticket and comment and what not.. So here its lagging

rahul
Overall rating
  • Industry: Computer Software
  • 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

nice product

Reviewed on 10/01/2018

very useful product

very useful product

Pros

We used to get tickets for various amends and questions on functionality in mainframe environment. It was difficult to manage all the work manually and it took time to keep all the work in track. After we got the Service now tool it is easy to track the tickets and the section wise option gives to update the necessary fields. It is very user friendly and flexible.

Cons

some time facing problem in back button & redirecting in some other incident which react problem some time.

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.

Verified Reviewer
Overall rating
  • Industry: Transportation/Trucking/Railroad
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

Traditional Incident And Change Management Tool.

Reviewed on 20/12/2019

Service now does it's job. Helps you to be on top of tickets and help you in change management....

Service now does it's job. Helps you to be on top of tickets and help you in change management. However the product fails to give a modern look and feel. The BI capabilities offered are not great as of now.

Pros

It caters all the features of IT service management. So on it's own it is pretty complete suite for Incident, Task and Change management.

Cons

The look and feel is way too old school. Some work on the UI in future releases would improve the experience for sure

Gabriel
Overall rating
  • Industry: Computer Software
  • Company size: 11–50 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

innovated, the new century of customer service management

Reviewed on 17/11/2017

Pros

Before we used servicenow our customer service management software was so old and out dated. One of my favorite things about service now as all the features it had like creating Knowledge Base, assigning tickets to different team members. it was fantastic

Cons

The only thing i would say that it was so new it was kind of a learning curve but besides that when you figure it out it works and works great.