All ServiceNow Reviews
1-25 of 218 Reviews
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Josh
501 - 1,000 employees
Used more than 2 years
OVERALL RATING:
5
Reviewed February 2022
Outstanding Service Management
Gaurav
Verified reviewer
Information Technology and Services, 10,000+ employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2022
Service Now - A one stop destination for your ITIL Needs
Awesome. Couldnt imagine any other tool doing the same stuff for you so easily.
PROSUser Interface is very smooth , lot of features , lot of options to configure
CONSSometimes apolit for too many features . Need some time to get used to all the funstionalities
Reason for choosing ServiceNow
Ease of operations , setup and use of the tool. Available integrations with all major security tools specially which enahcnes and decreases time and maunal efforts.
Anonymous
5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed September 2022
as a Project lead we customize and use this Product extensevely.
I love this Tool because of its ease of use of the tool. The way they develop the feature is great. KB and Articles for support documents are good. ServiceNow Community is great Help and they resolve most of the Issue there the way the Technical person explain and presenation is good.
PROSall the Modules that we used are ease to use. Documentation is well maintained. Easy to implement. easy to track the changes for Admin Team. Reporting Module is Great for BIz team.
CONSCost and Product Support. Product road Map dates are not clear.
Reason for choosing ServiceNow
Ease of use and regular Product upgrade by the ServiceNow Product Team.
Reasons for switching to ServiceNow
Less code development. more Drag and Drop features.
Santiago
Education Management, 1,001-5,000 employees
Used weekly for less than 2 years
OVERALL RATING:
3
EASE OF USE
1
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed August 2022
A review of ServiceNow
How easy it is to split tasks among other team members when your department may not be the core department.
CONSThis is a very difficult piece of software to use, to be fair. Compared to competitors, there seems to be a lot that can be done in this but there's a very real requirement in training involved. When we were set up with this product, we hardly received that. It made the implementation rocky, at best.
Reasons for switching to ServiceNow
The hack on dameware.
Evgeni
Verified reviewer
Information Technology and Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2023
Best-in-class ITSM platform
All-in-one product for the organization's digital transformation. ServiceNow offers a variety of solutions for ITSM, ITAM, ITOM, CMDB, HR, etc.
CONSServiceNow 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.
Anonymous
10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2019
Best Ticketing Tool!!
On a daily basis, we had to pull a lot of reports and create graphs for the same. With Service-Now, it's very easy. We have saved all the filters and created a dashboard on Service Now. Now, we have shared the link to the dashboard to the client and all our work is taken care by the tool. Relative time period is one top-notch filter, which has drastically reduced the time we were spending on creating the reports. It would take close to 4hrs to pull them and draft it for the client. Now, Service Now is doing the job and that 4hrs are saved for us.
PROSThe best thing about Service Now is the way we can handle all data and reports directly on the tool. It is really well designed in getting approvals and assigning tickets. We can also set the ticket assignment groups based on certain rules or configuration items, that really saves us a lot of time. It is user - friendly too. Very easy to navigate and also has some built in buttons that are really useful.
CONSNot a major flaw, but if it can create aging tickets report in the form of a pivot table, then there is nothing to beat this tool. We really don't need to rely on excel if we can integrate some into the reporting feature on service now.
Reason for choosing ServiceNow
Service-Now had a lot more features and most importantly it was very user friendly. Also, Service-Now was rated as the best in the industry.
Reasons for switching to ServiceNow
The previous tool was not user-friendly. It was really difficult to make reports. It had a very poor design as well.
Anonymous
1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2022
ServiceNow Gets You Working Now
I love the software and use it daily. It is performing well and never is down or unavailable for use. It is a reliable and effective tool for our organization.
PROSThe software is easy to use and read exactly what details you need. It is customizable to run various reports, as well as for automated actions for things you need done when some steps are completed.
CONSIt does require someone to be an administrator to really learn the platform and be able to configure it the way it is needed. It is not as mobile device friendly as it could be.
Reasons for switching to ServiceNow
Because we needed something that could do more for various teams in our organization.
Rishabh
Verified reviewer
Information Technology and Services, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed November 2022
A decent tool to manage enterprise operations
The overall experience with ServiceNow has been pretty neutral. While there is no denying that the tool serves its purpose, it must evolve on all fronts to stay in the competition. Support, Interface, Design, New features, everything.
PROSThe pricing of the software, in comparison to JIRA, Zendesk, etc.
CONSThe interface of the software can be worked upon.
Reason for choosing ServiceNow
The pricing of the product and the additional user pricing was a fit for our budget.
Anonymous
1,001-5,000 employees
Used weekly for less than 12 months
OVERALL RATING:
5
EASE OF USE
4
FUNCTIONALITY
4
Reviewed December 2022
Ticketing solution that works
We got introduced to ServiceNow recently through an acquisition by our parent company. We use ServiceNow for IT ticketing purposes and our experience has been very good.
PROSServiceNow comes with strong features and functionality for our IT ticketing requirements. It comes with decent configurable options covering end-to-end workflow for business needs. It is user-friendly and user intuitive. Overall, pretty flexible and powerful software!
CONSNothing much to dislike about the software, the only thing I can think of is that the customizations can be challenging if there are unique business requirements.
Reasons for switching to ServiceNow
We got acquired by a company recently and they introduced ServiceNow into our systems
Gerardo
Information Technology and Services, 501-1,000 employees
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
4
FUNCTIONALITY
4
Reviewed March 2024
ServiceNow Feedback
It is easy to use, and you can custom your views
CONSSometimes it is really slow when you click on a link
Angeli Eloise
Information Technology and Services, 51-200 employees
Used monthly for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed March 2024
Service Now is an awesome way to queue tickets!
Ability to get queued to the correct department, and attach all the needed text/files
CONSA more modern/compact page for easier navigation
Soumalya
Information Technology and Services, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed September 2022
Proper Categorization of tickets and Managing CIs properly
It’s far better than the last ITSM tool- Remedy on terms of efficiency and usefulness Integrating with other tools is most popular in SNOW with easy REST API Fast and Managing/Navigation are very easy Most of the things can be done in IT user level with a configuration changes
PROSProper managing of incidents to respective teams with 3 tier architecture starting from Help Desk Efficient management of system changes with agile methodology through proper state transition until deployment Categorization of CIs based on CI class and their relationship like Application, Database Instance, Servers
CONSSystem performance can be far better on node restarting OOB baseline does not support some level of access control for change which it should have Changes created by “Copy Change” can not be tracked separately Can have more option of customizing service portal in configuration based way rather than angular Reporting on Standard Template field values should be more user friendly
Reason for choosing ServiceNow
More efficient and Easy on managing ITSM practices with lot of plugins offering better flexibility with other third party tools
Reasons for switching to ServiceNow
More efficient and Easy on managing ITSM practices with lot of plugins offering better flexibility with other third party tools
Kalyan
Food & Beverages, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed December 2022
Modern Management for Tickets
easy to use and no training required for end users
PROSeasy to use and no training required for end users
CONSshould be easy to find and search for older tickets when closed
Reasons for switching to ServiceNow
value for money and easy implementation
Anonymous
10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed May 2020
Very flexible ITSM Tool
This tool is very flexible and allows even Business Users to configure processes and worfkflows.
CONSThe license is rather difficult to understand and must be re-considered over time.
Satish
Verified reviewer
Computer Software, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed March 2020
one stop shop for all type of tickets
Excellent
PROSone stop shop for all type of tickets, easy to use, fast to search
CONSPerformance need to be tuned a little more
Sudhir
Financial Services, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2023
Single solution for your IT management needs
My overall experience has been very good. It is a one stop solution for managing your IT requirements and is pretty much structured. users get real time updates on the service now requests and it keeps track of all the past requests raised by the users. We used it for a our requirements ranging from a very simple password reset for an application to installing a new application altogether.
PROSThe best part that I like the most about Service Now is it's completely automated. We have used this tool for IT management whereby anything related to raising a request for a hardware or a software installation requirement would be logged on Service Now. The logging process is pretty simple and once logged this will create a notification for the supervisor to review and approve.
CONSIn the past, we have had challenges in re-opening the service now tickets once they were closed in error. This led to a number of internal complaints as we had to requests the users to open new tickets for the same request.
Kavindu Githsara
Verified reviewer
E-Learning, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2022
Streamline Your Processes and Save Time with ServiceNow
Overall, ServiceNow is a powerful software solution that can help businesses manage and optimize a wide range of business processes. Its customizable features and advanced security measures make it a valuable tool for improving efficiency and protecting sensitive data. However, its cost and complexity may be drawbacks for some users
PROSServiceNow offers a wide range of features, including IT service management, HR management, and customer service management and many more. Investing in ServiceNow has been a great value to our company. ServiceNow offers customizable options that allow businesses to tailor the solution to their specific needs. Also, ServiceNow includes advanced security measures to ensure that sensitive data remains protected at all times.
CONSLack of tutorials. Some users have informed us that ServiceNow is kind of complex and overwhelming, especially if they are not familiar with similar software solutions.
Louwrens
Financial Services, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
FUNCTIONALITY
5
Reviewed October 2022
ServiceNow really is simple awesome
ServiceNow really helps us to manage our customer and IT services from end-to-end. We make use of the ITSM, ITBM, IT Asset management, and CMDB features. Together all these features help us manage our clients, our services, and our assets. There really is so much one can do with the software and once users start adopting this, it really makes such a big difference to how IT can assist the business. Even our other teams like finance started to use it as well now.
CONSIn terms of Backend Setup, ServiceNow does take some configuration to work really well, and this might not be an easy task for someone without previous experience.
Reasons for switching to ServiceNow
Simply a better platform in our view and just so much more one can do with it in our experience.
Anonymous
5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed February 2021
Not the prettiest, but very useful
People are mixed about service now, but I really love it. I couldn't do my job without it. It helps me track my work through the different stages that we've configured, and is a effective and efficient tool for project management.
PROSI like service now because it's very minimal and direct, and time wasn't wasted on designing a pretty interface. we use it for ticket management, both for sending out tickets to other teams, and then also tracking our workflow. I find it incredibly helpful to be able to track all stages of my work, and don't think I could do my job without it.
CONSIt's a little clunky. It's not as intuitive as other options. But I feel as though the functionality, if you have a team dedicated to setting it up for your needs, is incredibly useful and will greatly help in the long run.
Anonymous
5,001-10,000 employees
Used weekly for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2021
Streamlined IT Service Management Tool
Easy to automate and has various features to prioritize tickets, handle priority tasks and support incidents. The biggest advantage is the ability to integrate with different systems such as Agiloft, JIRA, SecurityScorecard, CRM, etc. ServiceNow helps the implementing team to focus more on collaboration and process development rather than coding since it absolutely limits coding. It is also a well known enterprise GRC tool and has released a Vendor Module, which can be used in Source-to-Pay projects.
CONSServiceNow is very expensive, which is a huge deterrent for small and mid-size companies to use its software. They don't do Proof of Concept (POC) in most cases, which forces teams to trust them purely based on the demos and their reputation.
Mikje
Retail, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2019
I hate ticketing software...but not this one.
Closing tickets, overall, is faster than with all previous systems we used.
PROSIts easy to use, highly customizable on the end user end, and stable. I like that I can make my dashboard look how I want it, and use the format that makes the most sense to me. The admin on the back end has set up some great workflows that allow a single request to be used to do multiple things. Imagine a single ticket to onboard a user, that requests their cubicle from Facilities, thear computer from IT, and their phone from Telecom!
CONSConfiguration items. The way our implementation is configured, you need a valid CI to close the ticket. If an item is not in your CMDB, you have to get an admin to add the CI so you can close a ticket. KEEP IN MIND, this is just our implementation and config, and they are working on a solution to allow end users to apply a new CI, this is just OUR temporary growing pain.
Matt
Information Technology and Services, 1,001-5,000 employees
Used weekly for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed August 2023
Good professional software
I have used servicenow on multiple projects, mainly for incident tracking. It has worked very well for our teams.
PROSService now has tons of features that makes tracking tickets and incidents easy. Submitting tickets is straightforward and the communication on updates is good.
CONSI don't love the UI, I think it is a bit clunky.
Reasons for switching to ServiceNow
I believe cost was the main reason
Colin
Entertainment, 501-1,000 employees
Used weekly for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed September 2023
Review of SNOW
Overall is good. It has most features that I need.
PROSITSM. Ticket management and dashboard.
CONSUI not intuitive enough. Sometimes it's not easy to find the button
Reason for choosing ServiceNow
Integration with other systems
Reasons for switching to ServiceNow
integration with upstream and downsream systems
Catalin
Information Technology and Services, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2022
Great platform
Future rich, easy to use, great tracking and logs
CONSIt requires a dedicated team to be implemented efficiently , high costs, but overall it is worth it
Reason for choosing ServiceNow
The most suited for our company needs
Reasons for switching to ServiceNow
Old platform
Vincent
Consumer Goods, 10,000+ employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
FUNCTIONALITY
5
Reviewed June 2019
Really helped our team manage requests and tickets
Great. Definitely recommend this for large businesses with multiple different departments and employees where you need to have a reasonably large IT department to hep process application requests, troubleshooting and equipment requests and more!
PROSThe ease in which it kept track and managed IT ticket requests. You could easily see the queue and also do tons of data analytics from response times, to ticket requests per month per department, and how often tickets had to be escalated. The cloud-based platform really helps your reomte workers have access to a live database that was updated and always "correct." This was also extremely affordable for all the different capabilities it added.
CONSThe service technicians aren't always available as spelled out in the service agreement. Luckily we didn't have issues with this often and we were able to resolve issues on our own or could wait it out until it was fixed.