--- title: "ServiceNow Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of ServiceNow. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if ServiceNow is a good fit for you!" source_url: "https://www.softwareadvice.com/product/27432-ServiceNow/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Help Desk Software](https://www.softwareadvice.com/help-desk/) / [ServiceNow](https://www.softwareadvice.com/product/27432-ServiceNow/) / ServiceNow Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/product/27432-ServiceNow/) Reviews [Alternatives](https://www.softwareadvice.com/product/27432-ServiceNow/alternatives/) # ServiceNow User Reviews ## Reviews summary - Overall rating: 4.5/5 - Total reviews: 361 ### Secondary ratings - Ease of use: 4.2/5 - Customer support: 4.3/5 - Value for money: 4.1/5 - Functionality: 4.5/5 ### Rating distribution - 5 stars: 199 reviews (55%) - 4 stars: 139 reviews (39%) - 3 stars: 18 reviews (5%) - 2 stars: 2 reviews (1%) - 1 star: 3 reviews (1%) ### Most mentioned pros - ServiceNow does a great job of bringing everything—IT support, requests, workflows—into one centralized system, which makes tracking and managing tasks much more efficient. - My overall experience with ServiceNow has been great, we use it to report various internal issues and requests and it has proven to be a reliable tool for managing structured communication between different teams. - Effective ticketing tool to support delegation and task management within large teams with complex workflows. ### Most mentioned cons - One annoying bug--or feature, not sure--is that as soon as you click the publish or update button on an article, it will redirect you away from the article page do you'll have to go search for it again--very annoying. - The biggest downside is the complexity and steep learning curve—it can take time to fully understand and configure. - Another inconvenient thing--the search 'circle' is not on every page, so you have to open the home page to see it if need to quickly search for something else. ## ServiceNow customer reviews Showing reviews 1-25 of 361 (page 1). ### ServiceNow has grown way beyond ticketing - Overall rating: 5/5 - Reviewer: Stephan v. - Verified reviewer: Yes - Industry: Computer & Network Security - Company size: 2-10 employees - Product usage: Used weekly for more than 2 years - Reviewed: September 2026 - Review source details: This review was submitted organically. No incentive was offered ServiceNow has evolved significantly since 2023, with stronger automation, AI and workflow capabilities. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Much more than ticketing now, with better automation, integrations and AI capabilities. All there to save you time. #### Cons There is a lot more functionality now, which can make the platform feel complicated to lear and configure. --- ### ServiceNow – Grows on You - Overall rating: 5/5 - Reviewer: Norbert K. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: August 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. ServiceNow is a solid and reliable system that I use daily. It helps organize work, automates many processes, and supports team efficiency. Despite the initial learning curve, it becomes a very convenient tool over time. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros ServiceNow enables fast and transparent management of tickets and workflows. The interface is intuitive, and reporting tools are very useful for daily operations. It also integrates easily with other systems like Salesforce CRM for example #### Cons ServiceNow has a relatively high entry level in my opionion. Setting it up and understanding advanced features takes time and expertise. New users may feel overwhelmed by the number of options and the complexity of the interface. #### Reasons for switching to ServiceNow To be able to cooperate globaly with all territories --- ### Handy Tool for quick solutions. - Overall rating: 4/5 - Reviewer: Musonda K. - Verified reviewer: Yes - Industry: Airlines/ Aviation - Company size: 201-500 employees - Product usage: Used monthly for more than 2 years - Reviewed: January 2026 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### 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 . --- ### User experience on ServiceNow - Overall rating: 5/5 - Reviewer: Song Kean T. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: July 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. All pleasant experience so far. Practically there is no unexpected downtime. The overall look of the application has been set up nicely. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros GUI is user friendly Ability of building dashboards for effective monitoring Ability of inserting customized templates for ticket creation #### Cons Notifications configuration is rather confusing. The explanation of the settings is non existence and hence it is hard to know what you would receive after enabling certain settings. #### Reasons for switching to ServiceNow As part of a tool standardization process, the Company decided to make the switch --- ### Good ticketing tool - Overall rating: 5/5 - Reviewer: Mattia P. - Verified reviewer: Yes - Industry: Food Production - Company size: 10000+ employees - Product usage: Used daily for less than 2 years - Reviewed: August 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros An excellent ticketing product, definitely the most famous, it allows for many integrations, many of which are already ready to use. I believe this is its real strength. #### Cons Not too easy to configure, some settings or features require time and skill, but once completed, it remains truly excellent. #### Reasons for switching to ServiceNow A corporate decision by the group, given that ServiceNow is much better known worldwide, so as to bring the various countries together. --- ### Illumina service now - Overall rating: 4/5 - Reviewer: Richard R. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: June 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Probably one of the better ticketing systems available for use unlike hp service center which is old but still functional. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros The use of templates can streamline ticket creation Much faster unlike manual entry that is much more time consuming. #### Cons At times the program can crash. This was later addressed in windows 10 were it was much more stable than windows 7 #### Reasons for switching to ServiceNow New job, previous ticketing system no longer applicable --- ### Absolute killer product, easier to use and great integration with other products - Overall rating: 5/5 - Reviewer: Raxit P. - Verified reviewer: Yes - Industry: Computer Software - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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 --- ### Superb & Exceptional ServiceNow tool - Overall rating: 5/5 - Reviewer: Balwinder K. - Verified reviewer: Yes - Industry: Banking - Company size: 5001-10000 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2025 - Review source details: This review was submitted organically. No incentive was offered It reduces human error and saves the time and handles large scale operations well. The work flow and the approvals in the service now is outstanding. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I like the service now platform for ITSM, operations. The most loving part is the integration with AWS, Microsoft. #### Cons I did not like the change management and it can be difficult to manage vendors from the service now an it has a cost involved with it. #### Reasons for switching to ServiceNow need to handle more projects in one platform. --- ### Powerful but Complex ITSM Solution - Overall rating: 5/5 - Reviewer: Justin G. - Verified reviewer: Yes - Industry: Food & Beverages - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: July 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. ServiceNow offers robust ticketing with powerful automation and reporting, though initial setup and customization can be complex. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 2/5 - Customer support: 5/5 - Functionality: 4/5 #### 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. --- ### Super robust ITSM platform - Overall rating: 5/5 - Reviewer: Eduardo P. - Verified reviewer: Yes - Industry: Banking - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### 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 --- ### Excellent ITSM - Overall rating: 4/5 - Reviewer: Sofia B. - Verified reviewer: Yes - Industry: Computer & Network Security - Company size: 1001-5000 employees - Product usage: Used weekly for less than 2 years - Reviewed: February 2025 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Functionality: 4/5 #### Pros It's ITSM features are strong and robust. It also allows for wide customization to create your own process flows and manage tickets for almost any internal process your company might have. #### Cons Customizing it too much became a bad practice, it is then too hard to mantain. It lacks support for more native processes (like templates for common processes) so you can minimize custom code. #### Reasons for switching to ServiceNow A need for a more robust and enterprise level ticket tool. --- ### ServiceNow: Efficiency at Scale - Overall rating: 5/5 - Reviewer: Cherif S. - Verified reviewer: Yes - Industry: Sports - Company size: 2-10 employees - Product usage: Used daily for less than 2 years - Reviewed: March 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. My overall experience with ServiceNow has been exceptional. It has seamless features that are very easy to apply so managing our IT has been easy and efficient. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I like ServiceNow interface. It is very intuitive and easy to use so new user with no technical skills do not struggle to navigate this tool. The customer support team is highly proactive and responsive which is very effective as they respond to queries before we face down-time. #### Cons I have not experienced any challenges with ServiceNow. The tool has served us very great so I do not have any complaints. --- ### Works well with integration of all apps - Overall rating: 5/5 - Reviewer: Mark C. - Verified reviewer: Yes - Industry: Banking - Company size: 2-10 employees - Product usage: Used weekly for more than 2 years - Reviewed: April 2026 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Ability to solve access management issues quickly and efficiently. Product is a centralized repository for all apps #### Cons I would say some functions may be hard to locate exactly which access you are trying to find and gain --- ### Powerful tool make sure to take your time during implementation - Overall rating: 5/5 - Reviewer: Tyler G. - Verified reviewer: Yes - Industry: Alternative Medicine - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: January 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Very happy and would recommend. Do your research. It’s a very powerful tool. Overall very happy with our current build. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Easy to use and navigate, plenty of options for changing workflows and easy to administer and configure. #### Cons Would be nice to have more dedicated lines of support. I think with AI this will change a little. Really had to think of cons. --- ### ServiceNow - Gets the Job Done - Overall rating: 4/5 - Reviewer: Arielle D. - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 5001-10000 employees - Product usage: Used weekly for less than 2 years - Reviewed: June 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. My overall experience is good. Service now has solved all of my tech problems. On the flip side, getting help sometimes can be a little lengthy. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros What I liked most about ServiceNow was the availability of the help desk. My company has a ride range of employees that work remotely to out in a field. #### Cons What I least liked about this service was the time it took to get help in certain circumstances. While working remotely it can be a tad bit harder to get help. --- ### Executive Assistant - Overall rating: 5/5 - Reviewer: Carole S. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 51-200 employees - Product usage: Used monthly for more than 2 years - Reviewed: September 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I have had an excellent experience with it and I use it quite often in my job capacity in a very large hospital #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It is a convenient fast tool to complete and send whatever it is you may need that the recipient can review and expedite the service that is needed. #### Cons I don’t have any comments on this. I have found it to be an extremely useful tool and I wouldn’t change anything about it --- ### Good product, could use design improvements - Overall rating: 4/5 - Reviewer: Janessa R. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 1001-5000 employees - Product usage: Used weekly for more than 2 years - Reviewed: June 2025 - Review source details: This review was submitted organically. No incentive was offered Overall a good experience with AI integrated throughout the cloud platform in the form of agents and great for large teams operating in complex organizations. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros Improved user interface with streamlined dashboards that make it easy to get and give insight into work. #### Cons Visual design, complex product and marketing language, looks like it was designed by engineers instead of designers. --- ### ServiceNow - great process tool with automated workflows - Overall rating: 5/5 - Reviewer: Roman G. - Verified reviewer: Yes - Industry: Human Resources - Company size: 1001-5000 employees - Product usage: Used weekly for more than 2 years - Reviewed: March 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Great experience, ServiceNow used as a ticketing tool for access provisioning, change management processes, as well as to auto provision access to other applications. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros It allows a good customization for different workflows, has connectivity to multiple applications and allows creating automated access provisioning flows. #### Cons Company support website and its chat bot are not easy to search through or get relevant information. --- ### What do I like about ServiceNow - Overall rating: 5/5 - Reviewer: Ahmed K. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. ServiceNow is an integral tool used across many functions in our organization, including problem management, incident management, and release management. It serves as a highly integrated platform that connects all these functions, making it easier to track progress, resolve issues, and ensure seamless communication across teams. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Easy user interface to navigate . You can create customized reports #### Cons performance is slow in some functions like on-call tab --- ### ServiceNow - The Linux of PSAs - Overall rating: 3/5 - Reviewer: Thomas B. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 201-500 employees - Product usage: Used daily for less than 6 months - Reviewed: May 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. ServiceNow is great if your teams that manage and develop it are great. Its junk if everyone on your teams are really new to it. My experience with it has been below average other industry standard PSAs. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros It provides an incredibly flexible ticket and project platform. It is like the Linux of ticking boards, capable of anything. #### Cons The downside of the being the Linux of ticket boards is that your organization can only get out what they put into it. It feels less like buying a house and more like going to the hardware store and buying lumber and supplies. Most organizations want their vendors to provide a service that alleviates labor, not a platform that add labor. --- ### I all works in the end - Overall rating: 4/5 - Reviewer: Damon R. - Verified reviewer: Yes - Industry: Food Production - Company size: 5001-10000 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2025 - Review source details: This review was submitted organically. No incentive was offered As a whole, I really like service now or SNOW as we call it. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros The flexibility and ability to integrate with Intune and Microsoft as a whole #### Cons That there are so many interactions of service now that are completely different from other versions --- ### Streamlined workflow management with some minor gaps - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Business Supplies and Equipment - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2024 - Review source details: This review was submitted organically. No incentive was offered ServiceNow is a great tool for any IT management it improves overall productivity by streamlining complex workflows. However, the cost and learning curve are not ideal for smaller teams and early-stage startups. For large enterprises, this is almost a go-to tool for any support-related team. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros ServiceNow streamlines the complex workflows, in my customer support setup it helped me in creating a proper workflow of issue creation till issue resolution and closure. This saves time and improves productivity. #### Cons While it is a robust solution, it also has a steep learning curve, especially for someone new to IT. This requires separate training sessions for new joiners. --- ### Great workflow communication tool - Overall rating: 5/5 - Reviewer: Michael W. - Verified reviewer: Yes - Industry: Food & Beverages - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Service now is a great communication tool. #### Cons Training curve for new employees can be a pain. --- ### Very versatile workflow platform - Overall rating: 4/5 - Reviewer: VInce L. - Verified reviewer: Yes - Industry: Computer & Network Security - Company size: 51-200 employees - Product usage: Used monthly for less than 12 months - Reviewed: March 2025 - Review source details: This review was submitted organically. No incentive was offered Overall the experience is very positive and have not had any major problems with the platform itself. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The platform is very versatile and open to most if not all the current industry standards. As a developer, this removes a lot of the constraints we face integrating it with enterprise software. #### Cons It is a bit pricey so it is not conducive for smaller companies. --- ### ServiceNow-24/7 - Overall rating: 5/5 - Reviewer: Nivesh B. - Verified reviewer: Yes - Industry: Computer Networking - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. ServiceNow is a great value & a must have product for an organization with fast pace processes. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros ●ServiceNow can be customized as per the business needs. ●It can be integrated with other systems & workflows. Along with ticketing system, it is used to keep a track of IT equipments. ● Great automation features & in-built tools. #### Cons ● May need integration with other products for complete business solution. ●ServiceNow can be expensive for organizations with limited budget. ## More reviews [Next reviews](https://www.softwareadvice.com/product/27432-ServiceNow/reviews/?page=2) --- ServiceNow Reviews, Pros and Cons - 2026 Software Advice