All ServiceNow Reviews

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Josh

501 - 1,000 employees

Used more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

Reviewed February 2022

Outstanding Service Management

Ewan

Verified reviewer

Management Consulting, 1,001-5,000 employees

Used daily for more than 2 years

Review Source: GetApp

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

3

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed July 2017

Top Dog among Service Management Suites

An extremely robust platform with customization galore and full features comes at a cost but with very little holding it back. ServiceNow can really help on any ITIL initiatives and centralization of services. The unique focus of ServiceNow beyond just IT, is where its strengths lie. Most Service Management suites do ITIL for IT. ServiceNow takes the lessons learned from ITIL and extends them to the rest of the org (especially but not limited to Facilities and HR). Really built for Mid to Large Businesses.

PROS

ITIL based Service Portal (Self Service Portal for quick searches spanning instance or specific areas) Knowledge Base (despite that not being checked in the available features) Full Service Management solution for the ENTIRE organization Strong Workflow engine Visible Table structures for clean data flows Extremely customizable (Forms, Fields, Tables, Applications, Portal, Workflow, Knowledge Base, etc...) Best in the business system architecture (fully redundant instances) HI Administration portal and ServiceNow support are top notch Service Now community is extremely active Docs site (formerly wiki) well updated and complete. Great organization and User groups You get a cake upon launch! Extensive Integration capabilities

CONS

Cost Some out-of-box examples really don't match up to any organizations needs and leave you wanting more Email rules are more complex than they need to be (some of this can be mitigated by free add-ons like Postmaster) Configuration can sometimes be limited and requires some Javascript to get past basics Mid Servers for integrations can be more work to maintain than desired

Anonymous

10,000+ employees

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

The 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.

CONS

Not 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.

Santiago

Education Management, 1,001-5,000 employees

Used weekly for less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

3

EASE OF USE

1

CUSTOMER SUPPORT

3

FUNCTIONALITY

4

Reviewed August 2022

A review of ServiceNow

PROS

How easy it is to split tasks among other team members when your department may not be the core department.

CONS

This 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.

User Profile

Evgeni

Verified reviewer

Information Technology and Services, 51-200 employees

Used daily for more than 2 years

Review Source: GetApp
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed December 2023

Best-in-class ITSM platform

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.

Anonymous

1,001-5,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

PROS

The 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.

CONS

It 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.

Victoria

Philanthropy, 10,000+ employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

3

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed October 2022

Using SNow since 2012

Considering how long I have been using the product, I find comfort in the fact that I know more on its capabilities so pay less attention to the limitations.

PROS

I like the scalability and possible capability to do more configuration and development for custom use.

CONS

The fact that I can not use SNow links for imbedding

Reason for choosing ServiceNow

It wasn't my decision when choosing the product at the time

Anonymous

1,001-5,000 employees

Used weekly for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

ServiceNow 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!

CONS

Nothing 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

Anonymous

11-50 employees

Used daily for less than 6 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

Reviewed January 2023

A Great Asset Management Tool

ServiceNow is a great platform to build products, manage service portals, design tables and a lot more that cannot be described using words.

PROS

A single excel sheet upload to add assets into the cmdb table was responsive and fast.

CONS

The routine upgrades are a bit of inconvenience. Ex: Migration from Rome to SanDiego to Tokyo and so on which happens once every six months.

Reason for choosing ServiceNow

Based on the reviews received from other people working in companies like IBM and similar, we decided to choose servicenow.

User Profile

Chetan

Verified reviewer

Broadcast Media, 5,001-10,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

3

FUNCTIONALITY

5

Reviewed September 2022

The super-APP for a large organization

My overall experience with SNOW has been good. There are platforms that are equally good, if not slightly better, but this would be my choice if I was running an organization of 1000+ employees. The user journeys can be confusing but if the pages are set up correctly and maintained, this app can be a boon for companies who are encouraging using SNOW and treating it as a homepage for all internal sites (like a company intranet). The platform allows third party integrations with Okta, Slack and Salesforce and also custom applications that can be hosted and run off SNOW.

PROS

I have been using ServiceNOW (SNOW going forward) for over 3 years at Nielsen now. The platform holds together a ticketing platform, a custom-built application, self-help, service desk contact information, and knowledge base articles. Our organization also has some integrations with our HR, IT and Finance systems and require a little more maintenance as we are currently committed to another well-established platform. My tickets are always visible, my approvals, etc widgets are very useful too. The portal is light, so it is fast and it also connects seamlessly with Okta.

CONS

Employees tend to get confused if the widgets are not correctly set up under the relevant sections of SNOW. The roll out time is quick, but the set up is the larger task. Custom applications running on SNOW can be a little buggy at times. The platform can turn into a administration nightmare if it is not maintained well.

Reasons for switching to ServiceNow

I moved organizations.

Anonymous

51-200 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

2

VALUE FOR MONEY

2

CUSTOMER SUPPORT

3

FUNCTIONALITY

3

Reviewed October 2023

A very powerful tool, if you have the dedicated ServiceNow Engineer to maintain it properly

PROS

Lots of feature that were pretty great.

CONS

The clunkiness of the product was discouraging. I wish the mobile app was worthwhile but it was very difficult to use.

Soumalya

Information Technology and Services, 5,001-10,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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

PROS

Proper 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

CONS

System 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

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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

PROS

easy to use and no training required for end users

CONS

should 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

4

VALUE FOR MONEY

3

CUSTOMER SUPPORT

3

FUNCTIONALITY

4

Reviewed May 2020

Very flexible ITSM Tool

PROS

This tool is very flexible and allows even Business Users to configure processes and worfkflows.

CONS

The license is rather difficult to understand and must be re-considered over time.

User Profile

Satish

Verified reviewer

Computer Software, 10,000+ employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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

PROS

one stop shop for all type of tickets, easy to use, fast to search

CONS

Performance need to be tuned a little more

Sudhir

Financial Services, 10,000+ employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

PROS

The 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.

CONS

In 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.

User Profile

Kavindu Githsara

Verified reviewer

E-Learning, 11-50 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

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

PROS

ServiceNow 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.

CONS

Lack 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

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

4

FUNCTIONALITY

5

Reviewed October 2022

ServiceNow really is simple awesome

PROS

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.

CONS

In 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

Review Source: GetApp
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

PROS

I 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.

CONS

It'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.

Troy

Hospital & Health Care, 10,000+ employees

Used daily for less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

3

FUNCTIONALITY

4

Reviewed May 2021

Lots of Features But Not Easy to Use

My overall experience with ServiceNow skews negatively because it's not easy to find what I want, the only somewhat saving grace is the built-in favorites you can save for commonly used areas.

PROS

ServiceNow has a lot of features that are all in one place. This includes tracking incidents, requests, change controls, paging, timesheets and more. It's also quite customizable because you can create your own dashboards with whatever information you want.

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. If I know exactly what I'm looking for, it can be easy, but if I don't remember if something was an 'Incident', Request, change, or something else, it can be very difficult for me to find. I don't see an easy way to just view everything that's assigned to me, regardless of what it is.

Anonymous

10,000+ employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

4

FUNCTIONALITY

4

Reviewed July 2022

Excellent Incident tracking Tool

Excellent tool and request & Incident tracking and reporting purposes

PROS

Ease of use, User friendly and good User Interface.

CONS

Having autorouting feature will greatly help manual assignment

Reasons for switching to ServiceNow

Better UI and performance

Doreen

Telecommunications, 10,000+ employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed March 2023

ServiceNow review

It helps in escalation of customer queries to support teams. Follow up on issues that are highly logged.

PROS

ServiceNow is easy to use to escalate customer issues to support groups incase a fast call resolution is not given. You're able to track the resolution given to the issue logged by searching the incident.

CONS

I like all the functions of servicenow so i have nothing negative to say.

Narendran

Information Technology and Services, 10,000+ employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

FUNCTIONALITY

5

Reviewed March 2023

ServiceNow User Review

PROS

I use ServiceNow for working on the tickets assigned to me. It is very easy to handle for maintaining our current status on the ticket and update the stakeholders/users to keep them on track on the issue or request. It also gives us the option to link any change or problem associated to it. We have the flexibilty of creating incident task and see all related incident created by same user.

CONS

As of now I haven't felt any limitations with ServiceNow. Will update if any in future.

Mayank

Information Technology and Services, 10,000+ employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed October 2022

Experience with ServiceNow

Overall experience is amazing, best application available for ITSM.

PROS

I've been using this application for the past few years, and I think the real-time alarm triggering and search functionality are outstanding. If the data we need is in the app's database and is configured, we can use it to find it quickly.

CONS

I haven't yet come across anything that I can point to as a negative aspect of this app. Nothing that I can think of that would make this app less desirable.

Catalin

Information Technology and Services, 5,001-10,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed July 2022

Great platform

PROS

Future rich, easy to use, great tracking and logs

CONS

It 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

Showing 1 - 25 of 212 Reviews