What is ServiceNow software used for?

ServiceNow manages IT services, business workflows, and support operations across organizations. Teams use it to track service requests, automate routine tasks, monitor IT assets, and coordinate work between departments. The platform includes essential tools for incident management, change control, and employee self-service portals. Overall, organizations rely on it to standardize their IT and business processes.

Is ServiceNow easy to learn?

ServiceNow requires dedicated training and expertise to master fully. While basic functions like submitting and tracking tickets are straightforward, configuring workflows and customizing the platform likely need technical knowledge. Many organizations invest in dedicated ServiceNow administrators to manage the system effectively. However, the learning curve varies based on your role and the technical features you use.

Does ServiceNow require coding?

ServiceNow offers both no-code and code-based options. Basic workflows and automations can be built using drag-and-drop tools and pre-built templates. However, advanced customizations and integrations may require JavaScript knowledge or professional development skills. The platform provides extensive development tools for those who need to create custom applications or complex integrations. Teams can start with simple configurations and gradually advance to more technical customizations as needed.

Is ServiceNow a ticketing tool?

While ServiceNow includes comprehensive ticketing capabilities, it extends far beyond basic ticket management to handle complete IT service management. The platform manages asset tracking, change management, and workflow automation across departments. It also supports broader business processes like HR services and customer support. Handily, organizations can unify their service management approach through its integrated features and automation tools.

Updated April 1, 2025 at 4:48 AM

ServiceNow 2026: Benefits, Features & Pricing

Written by Andrew Blair

Content Analyst

Edited by Mehar Luthra

Team Lead, Content

Wondering if ServiceNow is right for your organization?

Our Help Desk Software selection experts can help you in 15 minutes or less.

On this page

Our Summary
Pricing and Plans
Features
Integrations
Key Sentiments
User Reviews
Frequently Asked Questions

Our Summary

ServiceNow

4.5

(341)

FrontRunner 2026

Pros:

Ticket management
IT service management

Cons:

High cost
Slow performance

Pricing

Starting at $100.00 per month

What is ServiceNow:

ServiceNow combines IT service management and workflow automation in a single platform. The software helps users handle IT support tickets, system changes, and service requests through incident tracking, problem management, and self-service portals.

Why we like ServiceNow:

Users praise ServiceNow's ticket management and automation abilities. The platform offers customizable dashboards for real-time task visibility and users highlight its comprehensive ticket tracking, remote access tools, and support management features.

Who should use ServiceNow:

ServiceNow fits larger organizations—45% of reviewers work at companies with over 5,000 employees. The platform suits businesses managing complex IT operations and high service request volumes. Financial services, healthcare, and government organizations also benefit from its extensive features.

ServiceNow Screenshots

ServiceNow Overview

ServiceNow is an IT service management solution that provides asset management, change and release management, incident management, IT cost management and problem management. It caters to various industries, including financial services, healthcare, higher education, life sciences and the public sector.

ServiceNow provides a self-service portal that lets users report and resolve issues and track progress. The system can also track financial, contractual and inventory details relating to hardware, software and virtual infrastructure. The solution offers a change calendar, i...

ServiceNow Pricing and Plans

Starting price: $100.00 per month

Free Trial

Free Version

Basic

$100.00

per user, per month

No plan information available

Confused about pricing? We've got you covered.

Get a personalized pricing breakdown tailored to your specific needs—no guesswork, no generic estimates.

Compare Pricing

Compare pricing across our most frequently recommended Help Desk products.

Software options

Starting price*

User rating

Zendesk Suite

$39.00 per month

4.41(4066 reviews)

recommendations

Freshservice

$29.00 per month

4.51(642 reviews)

recommendations

Xurrent

$5.00 per month

4.67(27 reviews)

recommendations

ISL Light

$16.90 per month

4.74(779 reviews)

recommendations

SolarWinds Service Desk

$39.00 per month

4.58(577 reviews)

recommendations

*Defined as the price above any available free plan

ServiceNow Features

Drawn from insights across 341 verified reviews, we've outlined ServiceNow's best and worst rated features and how they stack up against the average rating.

ServiceNow's score

Category average

ServiceNow's Best Rated Features

Project Management

4.67

3.31 category average

IT Asset Management

4.63

3.85 category average

Issue Auditing

4.57

3.59 category average

ServiceNow's Worst Rated Features

Reporting/Analytics

3.71

4.03 category average

Capacity Management

4.10

3.32 category average

Activity Dashboard

4.11

4.33 category average

Popular features found in Help Desk
Access Controls/Permissions
Activity Dashboard
Alerts/Escalation
Automated Routing
Collaboration Tools
Macros/Templated Responses
Multi-Channel Communication
Real-Time Notifications
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Workflow Management
More features of ServiceNow
Alerts/Notifications
API
Approval Process Control
Asset Lifecycle Management
Asset Tracking
Availability Management
Capacity Management
Change Management
Chatbot
Client Portal
Compliance Management
Configurable Workflow
Configuration Management
Contract/License Management
Cost Management
Cost Tracking
CRM
Customizable Branding
Dashboard
Data Import/Export
Data Mapping
Data Storage Management
Data Visualization
Drag & Drop
Email Management
Employee Management
Financial Management
Graphical User Interface
HR Management
Impact Management
Incident Management
Integrated Business Operations
Integrated Development Environment
Inventory Management
Issue Auditing
IT Asset Management
IT Asset Tracking
IT Cost Management
IT Reporting
Knowledge Base Management
Knowledge Management
License Management
Lifecycle Management
Monitoring
Multi-Cloud Management
Performance Metrics
Performance Monitoring
Prioritization
Problem Management
Project Management
Real-Time Analytics
Real-Time Chat
Real-Time Data
Real-Time Reporting
Real-Time Updates
Relationship Mapping
Release Management
Remote Access/Control
Reporting & Statistics
Request Assignment
Search/Filter
Service Catalog
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Task Management
Ticket Management
Version Control

ServiceNow Integrations

Based on 341 verified reviews, we've identified products most frequently integrated with ServiceNow.

Microsoft SharePoint

Integration rated 4.3 from 4 reviews

Microsoft Outlook

Integration rated 4.8 from 4 reviews

Microsoft 365

Integration rated 4.0 from 4 reviews

JIRA Service Management

Integration rated 4.8 from 4 reviews

Microsoft Teams

Integration rated 4.0 from 3 reviews

Salesforce Service Cloud

Integration rated 4.5 from 2 reviews

See all 103 integrations

ServiceNow Key Sentiments

We analyzed 341 verified reviews for ServiceNow to find out what actual users really think.

Most Positive Sentiments

Service management

73% Positive

22% Neutral

5% Negative

Users appreciate ServiceNow for its ability to streamline IT service management and automate business processes. They find the platform user-friendly and effective in connecting various service departments within their companies. Additionally, users value the service catalog and customer service management features, which enhance overall productivity and service delivery.

Ticket management

64% Positive

28% Neutral

8% Negative

Users find ServiceNow highly effective for managing and tracking incident and request tickets. They appreciate the ease of creating and monitoring tickets, which helps them keep stakeholders informed and maintain progress visibility. Additionally, users highlight the tool's ability to handle various ticket types and provide a comprehensive view of ticket distribution across teams.

Customization

42% Positive

38% Neutral

20% Negative

Users value ServiceNow's extensive customization options which allows them to tailor the platform to their business needs and create custom features. They appreciate the flexibility in modifying views and workflows, making the tool adaptable to various requirements. However, some users find the customization process time-consuming and challenging, especially when dealing with complex setups or over-customization issues.

Least Positive Sentiments

High cost

9% Positive

33% Neutral

58% Negative

Users find ServiceNow to be an expensive option for information technology service management (ITSM) tools, which can be prohibitive for small businesses or those with limited budgets. They acknowledge the tool's extensive capabilities but note that the cost can be a significant expense. Some users appreciate the value it provides despite the high price, while still others suggest that the pricing could be more affordable.

User training

29% Positive

60% Neutral

11% Negative

Users recognize the need for significant training to fully leverage ServiceNow's broad capabilities, which can be overwhelming for beginners. They appreciate the availability of training sessions and certification courses to build expertise, however, the platform's complexity requires expert knowledge, and some users find the initial learning curve steep and time-consuming.

ServiceNow User Reviews

Overall Rating

4.5

Ratings Breakdown

55%

38%

Secondary Ratings

Ease of Use

4.2

Value for money

4.1

Customer support

4.3

Functionality

4.5

Musonda K.

Verified reviewer

Airlines/ Aviation

201-500 employees

Used monthly for more than 2 years

Review source

Reviewed January 2026

Handy Tool for quick solutions.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Helps to get quick response for IT related problems within the organization. Also has an option to speak to a consultant in the case that the issue cannot be resolved immediately

Cons:

If the issued being faced is an internet connectivity one, then it will be extremely difficult to get through to someone .

Raxit P.

Verified reviewer

Computer Software

501-1000 employees

Used daily for more than 2 years

Review source

Reviewed April 2025

Absolute killer product, easier to use and great integration with other products

Overall it's a great product and absolute killer with its functionalities and integration with other products. One thing I love about this is that it gives you control over everything and you can create templates, reports, CRs etc however you want and you can configure these on user level as well as admin level.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Service now Reports is one of the best feature and integration with other software is also impressive and easy to use which makes it a 10/10 ticket management system.

Cons:

One of the cons might be cost since it is more suitable for mid size to large business and might be costlier for small business but again it depends on the use cases. Also initial configuration might be complex but once the configuration is done right, it is one of the best ticket management system.

Reasons for switching to ServiceNow

In house ticketing system was outdated and was not keeping up with the latest technology

George T.

Verified reviewer

Public Safety

51-200 employees

Used daily for less than 2 years

Review source

Reviewed July 2025

A ticketing system that needs it’s own ticket

It’s a great software for internal IT requests that gives room for tracking, contact list and detailed updates, but the user interface is not up to the level

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The integrations with the organisation’s contact list, the ability to tag upper management and to track progress

Cons:

The typing shortcuts usually used in other softwares have different functions that are misleading for example if you type Enter the ticket is submitted while your intension is to start a new sentence

Verified

Reviewer

Computer Software

51-200 employees

Used weekly for less than 2 years

Review source

Reviewed December 2025

Robust Platform with Strong Change Management

Overall, ServiceNow has been an effective platform that streamlines operations and supports structured Change Management, though it requires thoughtful configuration and ongoing administration.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

ServiceNow provides strong workflow automation, customizable modules, and clear reporting, and its Change Management features make it easy to track, approve, and control changes consistently.

Cons:

The platform can be complex to manage, especially in Change Management where configurations can become cumbersome, and it can be expensive to implement and maintain.

Suzanne D.

Verified reviewer

Government Relations

10000+ employees

Used daily for more than 2 years

Review source

Reviewed March 2025

Great IT solution for large companies

It is a great package for large organizations that need an overall look at their assets, issues and purchasing

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It integrates with a lot of other systems and has many other modules that can be added

Cons:

If you are a smaller company, the cost is too high to implement.

Reasons for switching to ServiceNow

Due to the large organization in many parts of the world, ServiceNow seemed to be better.

Eduardo P.

Verified reviewer

Banking

201-500 employees

Used daily for more than 2 years

Review source

Reviewed April 2025

Super robust ITSM platform

We continue to be impressed by how the products have gotten better over the years. Its SaaS offering is extremely reliable with little to no downtime at all.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

An excellent platform for all of our ITSM, ITOM and ITAM needs. We have been using SN for over 9 years and their product features continue to improve for the better. Their platform is very open and customizable, allowing us to tailor workflows to our needs.

Cons:

It's getting more and more expensive, even though our license structure hasn't changed.

Reasons for switching to ServiceNow

Our contract expired with Jira and we evaluated SN along with other tools

Justin G.

Verified reviewer

Food & Beverages

51-200 employees

Used daily for less than 12 months

Review source

Reviewed July 2025

Powerful but Complex ITSM Solution

ServiceNow offers robust ticketing with powerful automation and reporting, though initial setup and customization can be complex.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Streamlined ticket tracking, customizable workflows, strong automation, and easy integration with ITSM tools.

Cons:

UI can feel clunky, steep learning curve, and administrator setup requires a deep platform knowledge.

Reasons for switching to ServiceNow

MSP switched so we had to support a different ITSM.

Marwan K.

Verified reviewer

Computer Software

501-1000 employees

Used daily for less than 12 months

Review source

Reviewed June 2025

Service Now experience as an ex service desk analyst

My overall experience with ServiceNow has been positive. I’ve used it primarily for incident management, tracking tickets, and asset inventory.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Surveys displayed at the bottom of the page, for agents to be able to keep progress of their customer service.

Cons:

"While ServiceNow is a powerful platform with extensive functionality, what I liked least was that some of its advanced features—like custom workflows or scripting with Glide—have a steeper learning curve for new users or admins.

Reasons for switching to ServiceNow

Switched teams in my organization, which uses a different system.

Ajaykumar k.

Verified reviewer

Information Technology and Services

10000+ employees

Used daily for more than 2 years

Review source

Reviewed December 2024

Service now Ticketing tool

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

we can manage incident, task and create change.

Cons:

service now Root ticket will create multiple task

Reasons for choosing ServiceNow

Service now is used to Better customization and visualization

Verified

Reviewer

Pharmaceuticals

501-1000 employees

Used daily for more than 2 years

Review source

Reviewed August 2024

Industry Standard for ITSM

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

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The flexibility to customize and automate processes.

Cons:

There is nothing I Don't not like about ServiceNow

Reasons for switching to ServiceNow

We wanted a more robust ITSM platform with integration capabilities.

Showing 1 - 10 of 341 Reviews

See All Reviews

ServiceNow FAQs

What is ServiceNow software used for?
ServiceNow manages IT services, business workflows, and support operations across organizations. Teams use it to track service requests, automate routine tasks, monitor IT assets, and coordinate work between departments. The platform includes essential tools for incident management, change control, and employee self-service portals. Overall, organizations rely on it to standardize their IT and business processes.
Is ServiceNow easy to learn?
ServiceNow requires dedicated training and expertise to master fully. While basic functions like submitting and tracking tickets are straightforward, configuring workflows and customizing the platform likely need technical knowledge. Many organizations invest in dedicated ServiceNow administrators to manage the system effectively. However, the learning curve varies based on your role and the technical features you use.
Does ServiceNow require coding?
ServiceNow offers both no-code and code-based options. Basic workflows and automations can be built using drag-and-drop tools and pre-built templates. However, advanced customizations and integrations may require JavaScript knowledge or professional development skills. The platform provides extensive development tools for those who need to create custom applications or complex integrations. Teams can start with simple configurations and gradually advance to more technical customizations as needed.
Is ServiceNow a ticketing tool?
While ServiceNow includes comprehensive ticketing capabilities, it extends far beyond basic ticket management to handle complete IT service management. The platform manages asset tracking, change management, and workflow automation across departments. It also supports broader business processes like HR services and customer support. Handily, organizations can unify their service management approach through its integrated features and automation tools.