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About ServiceNow

ServiceNow automates daily support tasks and help you to track, measure, and process any unit of work. It's easy to use and scalable.

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Pros:

This is a good way to submit tickets and to track cases.

Cons:

ServiceNow has a steep learning curve, and I'm not sure how necessary it is. There are a lot of features sure, but finding what you need can be very difficult at times.

ServiceNow ratings

Average score

Ease of Use
4.2
Customer Service
4.3
Features
4.5
Value for Money
4.2

Likelihood to recommend

8.4/ 10

ServiceNow has an overall rating of 4.5 out 5 stars based on 292 user reviews on Capterra.

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Filter reviews (292)

Lillian
Lillian
Human Resources Generalist in US
Verified LinkedIn User
Hospital & Health Care, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

ServiceNow helps us centralize our processes

4.0 last year

Comments: Our distributed crew was able to get together and focus on a single source of information. Now that all incidences are being recorded in one place, we have more insight into how things are progressing.

Pros:

Thanks to ServiceNow, our processes are much more streamlined. Assisted in creating a streamlined operation. Our remote team's efficiency increased once we established a central hub where everyone could access the same, reliable information.

Cons:

There is some lag time when utilizing the dashboard, but I'm sure this will be addressed in a future update. In addition, I think the report function may use some tweaks.

Verified Reviewer
Verified LinkedIn User
Pharmaceuticals, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Industry Standard for ITSM

5.0 6 months ago

Comments: I've used it at a previous company and my current employer. As long as it's built correctly, You'll enjoy it.

Pros:

The flexibility to customize and automate processes.

Cons:

There is nothing I Don't not like about ServiceNow

Shivani
Data Analyst in US
Computer Games, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Shivani’s review

5.0 3 weeks ago New

Pros:

Easy to maintain, good user experience, user interface

Cons:

Nothing really, satisfied with all the features

Jamon
Director of Process Operations in US
Facilities Services, 5,001–10,000 Employees
Used the Software for: 1+ year
Reviewer Source

Some clutter to sort through, but a versatile product for incident tracking

3.0 3 months ago

Comments: Overall this is a competent tool, with enough customization options to provide versatility to accomplish wide-ranging use cases.

Pros:

Versatile platform that can easily integrate into existing workflows/processes, including incoming email messages, to seamlessly launch incidents.

Cons:

There can tend to be a lot of "clutter" to sort through with the default version of the incident ticket creation, which can make it difficult for ticket creators/users to filter through the traffic to find relevant updates.

Heather
Principal Compliance Specialist in US
Banking, 5,001–10,000 Employees
Used the Software for: 6-12 months
Reviewer Source

ServiceNow GRC Tool

4.0 4 months ago

Pros:

I most like the search and filter functions of the ServiceNow GRC tool.

Cons:

I don’t think the ServiceNow GRC tool is the most user friendly compared to similar GRC tools such as Archer.

William
Field Service Technician in US
Information Technology & Services, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Great Ticketing Tool

4.0 7 months ago

Comments: Over it is a great ticketing tool where a number of reports are easy to create and allows for some customizations.

Pros:

I really liked how it cam integration with other applications and systems. The reports and dashboards really gives good insights to what is going on. It is a brilliant ITSM tool as well as the licensing mechanism.

Cons:

So of the out of box examples do not really match up to any of the organization needs. Integration with risk management could have been simpler to show the mapping of business to technical risks.

Terry
IT manager in Australia
Utilities, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

ServiceNow is very advanced tool but very expensive.

5.0 last year

Pros:

ServiceNow is the leading ITSM tool in the market. It offers a comprehensive range of features and capabilities that can meet any business needs. It is constantly updated with new versions that bring more innovation and value to its customers.

Cons:

ServiceNow is not a cheap option when it comes to ITSM tools. It can be a significant expense for organizations that have limited budgets and need quick results. ServiceNow requires a long implementation process that involves multiple stages and customizations. It also demands a dedicated staff member to maintain and manage the tool effectively.

Michael
Owner in US
Food & Beverages, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Great workflow communication tool

5.0 3 weeks ago New

Pros:

Service now is a great communication tool.

Cons:

Training curve for new employees can be a pain.

Harpreet
Continuous improvement specialist in Canada
Automotive, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

IT ticket management

5.0 3 weeks ago New

Pros:

It helps to manage all the IT infractions and also very user friendly for users

Cons:

Everything is good in this application and easy to track tickets

Prashanth
Senior Product Manager in US
Retail, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Offers Comprehensive Supports Capabilities

5.0 2 months ago New

Pros:

Scales effectively with business growth and allows significant customization to align with unique organizational needs.

Cons:

The platform's broad capabilities can make it overwhelming for new users, requiring significant training and expertise.

Philip
Application Administrative Developer in US
Banking, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

A troubling world without Service Now

5.0 8 months ago

Comments: It’s been great. I love the ability to develop and admin the platform all at once. It’s a great learning tool for low code and other forms of development.

Pros:

Its ability to be completely customizable. With its only limit is your ability and imagination.

Cons:

Sometimes it can be to customizable. It can be challenging to solve a solution when it has to be built from scratch if the system does not already include it.

Carlos
IT Business Analyst in US
Insurance Software, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

One-Stop-Shop for Ticketing

4.0 6 months ago

Comments: Great experience with an intuitive tool that integrates with other enterprise systems and facilitates task completion.

Pros:

I liked that it integrated with the other systems we use like Salesforce and apparently Quick Base. Also, I liked seeing the tracking of comments made, updates to the ticket, questions, etc.. It provided a sequence of events and allowed for document attachment.

Cons:

I had no real complaints; it worked as intended and is better than other "ticketing" tools that I have used.

Galateya
Executive Administrative Assistant in Bulgaria
Computer & Network Security, 5,001–10,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Positive feedback

5.0 4 months ago

Comments: My overall experience with ServiceNow is positive, I enjoy working with it.

Pros:

The most I like about ServiceNow, is that it is easy to use and easy to understand

Cons:

The least I like about ServiceNow is that sometimes it takes more time to load, but I guess that is because of my PC

Evgeni
Evgeni
ServiceNow Developer in Poland
Verified LinkedIn User
Information Technology & Services, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source
Source: GetApp

Best-in-class ITSM platform

5.0 last year

Pros:

All-in-one product for the organization's digital transformation. ServiceNow offers a variety of solutions for ITSM, ITAM, ITOM, CMDB, HR, etc.

Cons:

ServiceNow doesn't provide a free trial period. The license cost may seem expensive as well as annual fee for developers/administrators/architects to keep their certification valid.

Joshua
Infrastructure Engineer in UK
Information Technology & Services, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

IT Ticket management at it best

4.0 5 months ago

Comments: my overall experience using service now has been fair enough generally

Pros:

Easy to use and integration with other app is seamless

Cons:

The ability to integrate it with PagerDuty to send out Priority One alerts as they are raised by the customer is amazing.

Verified Reviewer
Verified LinkedIn User
Hospital & Health Care, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

ServiceNow, an excellent solution

5.0 10 months ago

Pros:

The customizability and integration options in ServiceNow are fantastic. Being able to link knowledge base, inventory systems, and ticketing systems in one stop is amazing.

Cons:

Some of the features seem to be a bit redundant and I'd prefer that the base software roughly stay the same instead of any unnecessary layering.

Rohit
Rohit
software development engineer in India
Verified LinkedIn User
Computer Software, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source

Perfect ITSM and Customer Service Management Cloud tool !

5.0 2 years ago

Comments: We have been using ServiceNow for ITSM and CSM modules from couple of years now, they are consistent and in every 6th month they announces new release which brings lot of security upgrades, patches, and features. we have overall very good experience and we are looking forward to use it for future as well.

Pros:

ServiceNow is powerfull tool on cloud for Different Modules such ITSM (incident Management), CSM (customer service), Ticket management. It allows you do lot of customization according to business requirements. it also have module names service portal where we can create our own ordering platform for internal level and we can integrate it with other modules such as asset tracking and CMDB to get the real time information.

Cons:

ServiceNow is a great tool but the only thing i dont like about this tool is, they are still using or allowing us to write the code for customization for older Freamworks and languages (older version of angular and other UI frameworks).

Manon
Associate software engineer in Australia
Computer Software, 10,000+ Employees
Used the Software for: 6-12 months
Reviewer Source

Revolutionizing IT Service Management

5.0 8 months ago

Pros:

It automatically routed service requests to the right team, speeding up our response times significantly.

Cons:

It took a while to navigate and find specific features, which slowed down my workflow initially.

Erin
Project Manager in US
Medical Devices, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

IT Support Streamlined

5.0 5 months ago

Pros:

It is easy to navigate the system as an end user requesting IT support

Cons:

Sometimes it is hard to find the category I am looking for support with, but that likely has to do with our build

Madilyn
Senior Research Associate in US
Biotechnology, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Great platform for tracking issues

5.0 last year

Pros:

ServiceNow makes submitting tickets for issues across teams extremely easy and comprehensive. This platform allows detailed handoffs, easy timeline tracking, and simple commenting/chats between teams.

Cons:

There was a slight learning curve with this platform and initially figuring out how to use all of the features but after that it's easy to use.

Omkar
Software engineer in India
Computer Software, 51–200 Employees
Used the Software for: 1-5 months
Reviewer Source

Used to manage incident and work flow

5.0 last year

Comments: We have used service now gor our ticketing based work environment where we are handling multiple types of tickets with the help of service now and working on them to fix the issues reported by customers.

Pros:

Service now best used now sats to manage incident scrask and our work environment.

Cons:

Nothing to be disliked in service now it is best at all.

Stephan
Stephan
Cyber Securit Analyst in South Africa
Verified LinkedIn User
Computer & Network Security, 2–10 Employees
Used the Software for: 1-5 months
Reviewer Source

ServiceNow quick and simple Ticketing and so much more

5.0 last year

Pros:

Ease of setup and then all the different 3rd party vendors it can integrate into. Makes this an easy sell to any company.

Cons:

Have not found anything not to like yet.

Maureen
Maureen
Independent Reviewer in South Africa
Verified LinkedIn User
Accounting Software, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

ServiceNow is an effective platform for IT matters to be lodged, and quickly resolved

4.0 2 years ago

Comments: My overall experience with ServiceNow has been positive.

Pros:

ServiceNow allows me to easily log a ticket for any IT matters. The system makes it easy for me to lodge tickets, and "sit back and relax" while an IT personnel is quickly assigned to my task. It's much easier to work through ServiceNow, than to run up and down to my local office's IT department (which can be frustrating if they are already busy or in meetings, and you just have to wait for assistance, wasting time away from your work duties).

Cons:

There are no specific negative issues that I can note about ServiceNow.

Gerardo
AWS Support Engineer in Mexico
Information Technology & Services, 501–1,000 Employees
Used the Software for: 1-5 months
Reviewer Source

ServiceNow Feedback

4.0 11 months ago

Pros:

It is easy to use, and you can custom your views

Cons:

Sometimes it is really slow when you click on a link

Angeli Eloise
Data Integrity Specialist in Philippines
Information Technology & Services, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Service Now is an awesome way to queue tickets!

4.0 11 months ago

Pros:

Ability to get queued to the correct department, and attach all the needed text/files

Cons:

A more modern/compact page for easier navigation