
ServiceNow Customer Service Management
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142 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...
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: Gambling & Casinos
- 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
"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.
- 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...
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: 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...
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.
- 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
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.
- 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...
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: Semiconductors
- 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
- 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.
- 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.
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.

- Company size: 11–50 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 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,

- Industry: Financial Services Software
- Used Daily for 2+ years
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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!
- 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...
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: 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
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)
- Industry: Hospital & Health Care
- 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
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).
- 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...
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: Oil & Energy
- 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
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.
- Company size: 201–500 Employees
- Used Daily for 2+ years
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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
- Industry: Financial Services Software
- 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 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.
- 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...
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 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
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%
- 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
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
- Industry: Computer Software
- 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
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.
- 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.
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
- 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
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.
- Industry: Transportation/Trucking/Railroad
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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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

- Industry: Computer Software
- Company size: 11–50 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
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.