
ServiceNow Customer Service Management
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136 Reviews

- Industry: Banking
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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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
- Industry: Outsourcing/Offshoring
- Company size: 501–1,000 Employees
- Used Daily for 6-12 months
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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.
- Industry: Chemicals
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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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.
- Industry: Financial Services Software
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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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.
- Industry: Financial Services Software
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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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

- Industry: Nonprofit Organization Management
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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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
- Industry: Hospital & Health Care
- Company size: 10,000+ Employees
- Used Daily for 1+ year
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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.
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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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.
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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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
- Industry: Information Technology & Services
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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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
- Industry: Medical Practice
- Company size: 10,000+ Employees
- Used for 2+ years
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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.
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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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.
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
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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.
- Industry: Food & Beverages
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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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.
- Industry: Information Technology & Services
- Company size: 5,001–10,000 Employees
- Used Daily for 1+ year
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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
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 1+ year
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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
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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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 ServicesSwitched From
Azure DevOps Services- Industry: Computer Hardware
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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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%
- Used Daily for 2+ years
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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.
- Industry: Higher Education Software
- Company size: 10,000+ Employees
- Used Daily for 1+ year
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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.
- Industry: Computer Software
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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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
- Industry: Medical Practice
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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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.
- Used Daily for 1+ year
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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.
- Industry: Computer Software
- Company size: 10,000+ Employees
- Used Daily for 1+ year
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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.
- Industry: Health, Wellness & Fitness
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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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.