ServiceNow Customer Service Management Reviews

ServiceNow Customer Service Management

4.3 (152)
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Overall rating

4.3 /5
(152)
Value for Money
4.1/5
Features
4.3/5
Ease of Use
4.1/5
Customer Support Software
4.2/5
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152 Reviews

Ravi
Ravi
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 10.0 /10

One of the best Ticketing tools available

Reviewed on 26/04/2022

Pros

Covers all ITIl aspects w.r.t incident, problem and change management.
It has a very cohensive environment right from when an employee joins the organisation, getting access to applications, performing day to day jobs with tickets, requests, incidents, problems and changes.
Given the fact that it also has inbuilt reporting capabilities, this is an absolute must.
It's api and backend can be accessed by multiple softwares and applications enhancing the capability to produce visually appealing reports.
Admins/engineers/customer service execs can create their own dashboards to monitor their queues efficiently.
Inhouse capability to graphically repsent the queue make things easier while distributing work, prioritising work, planning change activities etc...

Cons

None that I know of as yet.
Whatever customisations i needed were easily available within the existing module.

Mohamed Saleem
Overall rating
  • Industry: Information Technology & Services
  • Company size: 501–1,000 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

One of the best in market Ticket management tool

Reviewed on 15/09/2023

Pros

its integration with knowledge to access to previous similar cases and knowledge articles

Cons

As a SAAS service the tool gets slow very often

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.

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

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.

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.

Ramasundaram
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 10.0 /10

Service Now improves issue tracking

Reviewed on 19/04/2023

Great experience using Service now tool. Moved from HP product to SN

Great experience using Service now tool. Moved from HP product to SN

Pros

Integration with other build in like Slack and other communication tools. Easy to operate and quick to learn

Cons

Running reports need to be more customisable.

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

Overall rating

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

ServiceNow

Reviewed on 16/07/2021

Overall a good and Wonderfull experience.

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.

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.

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: Food & Beverages
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Great for IT Technicians

Reviewed on 16/08/2019

Use this software from the in my shift from 8am - 5pm. This is my main tool to perform my job and...

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

Pros

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

Cons

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

Verified Reviewer
Overall rating
  • 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

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

Verified Reviewer
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 8.0 /10

Perfect for tracking our customer interactions

Reviewed on 05/04/2019

Pros

Like all ServiceNow modules, the more pieces you buy, the more you gain, this is no different. The customer service management module was a valuable addition to our Incident Management purchase as it ties back to our end user population from a tracking standpoint

Cons

any customization out of the box requires expensive Servicenow or 3rd party assistance to execute. We're trying to keep it as vanilla flavored as possible.

joseph
Overall rating
  • Industry: Hospital & Health Care
  • 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

Great ticketing/tracking system!

Reviewed on 27/11/2018

ServiceNow has really help streamline our ticketing system for our customers. Creating reports...

ServiceNow has really help streamline our ticketing system for our customers. Creating reports helps with identifying problem while also creating metric to identify future problems!

Pros

I really like how setting a "configuration item" will create a template for different type of issues. For example, when a user calls our help desk for issues concerning Outlook. When you use the OUTLOOK Configuration Item, a pre-determine template will already complete the appropriation "tracks" for resolution.

Cons

The mobile application lacks several of the key features that make the full desktop version so easy to use.

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

Overall rating

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

Implemented CRM across 44 countries in 4 languages

Reviewed on 13/07/2018

Replaced Remedy in les than 1 year

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.

Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

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

Overall it’s good and better

Reviewed on 11/02/2022

Overall it’s better and suitable for mid level businesses

Overall it’s better and suitable for mid level businesses

Pros

Daily using this for logging tickets and updating the flow and found it much better not best than other software
Easy to navigate for simply tracking or logging tickets and passing it on to other team with comments
New team members were able to learn it quickly with the help of documentation/articles which we can found easily in help and the design is user friendly from navigation point of view

Cons

Improvement is required in terms of performance as it gets stuck most of the time doing search for any member outside of our group or closed ticket

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

George
Overall rating
  • Industry: Venture Capital & Private Equity
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 7.0 /10

Decent customer service management software

Reviewed on 26/01/2021

I am just one of the thousands uses in the corporation, compare to service center, this is much...

I am just one of the thousands uses in the corporation, compare to service center, this is much more easy to use.

Pros

the searching functionality in the software is very powerful, I deal with a lot of tickets on my job, and it is important to be able to find the ticket I need quickly.

Cons

it becomes slow when the software is heavily populated with tons of data, performance tuning is key for the sustainability of the on-going usage of the software.