--- 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: 358 ### 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: 197 reviews (55%) - 4 stars: 138 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 358 (page 1). ### Best request raising system - Overall rating: 5/5 - Reviewer: Bhumika H. - Verified reviewer: Yes - Industry: Education Management - Company size: 1001-5000 employees - Product usage: Used weekly for more than 2 years - Reviewed: July 2026 - Review source details: This review was submitted organically. No incentive was offered The overall experience is so good and this helps us to easily raise request for all this ga like yubikey id card any permission based things #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It's the best way to raise ticket for something we need and approval is also fast and it keep track of all permission we are taking from managers #### Cons Nothing tue UI is just awesome and helps to create request easily whether for gsm pr gcp everything is smooth --- ### 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 --- ### 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 . --- ### 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. --- ### Great IT solution for large companies - Overall rating: 4/5 - Reviewer: Suzanne D. - Verified reviewer: Yes - Industry: Government Relations - Company size: 10000+ 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. It is a great package for large organizations that need an overall look at their assets, issues and purchasing #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### 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. --- ### 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. --- ### Useful IT support ticketing system - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Computer Software - Company size: 1001-5000 employees - Product usage: Used monthly 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 useful for tracking tickets' status. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 2/5 - Functionality: 4/5 #### Pros When I encounter technical issues at my workplace, I submit tickets using ServiceNow. I access an online form to describe the issue, and the platform tracks the ticket's progress. I can also communicate directly with the technicians responsible for resolving the issue. #### Cons Initially, navigating the ServiceNow platform can be a challenge. --- ### SNOW in busines - Overall rating: 4/5 - Reviewer: Khris J. - Verified reviewer: Yes - Industry: Wholesale - Company size: 5001-10000 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. Overall its been easy to use for me, i know others have said it didnt have all the technical functions they wanted but for me it met the use case. #### Ratings breakdown - Ease of use: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros It gave clear ownership and incident timing/escalation points - multi level service measurement as it got escalated. #### Cons I found that businesses tended to put there own portal on the top which prevented all the features and visibility of service now showing through. It SNOW allowed greater customimisation of its displayed words/icons then i dont think we would have needed our own landing page which then integrated into snow. --- ### Ideally IT service management support tool provide end to end support - Overall rating: 4/5 - Reviewer: Nishant T. - Verified reviewer: Yes - Industry: Financial Services - Company size: 10000+ employees - Product usage: Used weekly for less 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, its really good tool specially with IT support functionality #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros - Robust capabilities around IT workflow management, particularly in IT service management. I mange the whole workflow from incident to the final resolution. - Ideal for multi-departmental company, where employee size is big and its difficult to manage workflow manually. #### Cons - It is costly for SME firms - When integrated to outlook, it produce too many auto mailers, which can disturb corporate user now and then. - Third party supply dependency risk --- ### 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. --- ### Strong IT service and workflow platform that streamlines complex processes. - Overall rating: 4/5 - Reviewer: Aditya O. - Verified reviewer: Yes - Industry: Computer & Network Security - Company size: 2-10 employees - Product usage: Used weekly for less than 12 months - Reviewed: July 2025 - Review source details: This review was submitted organically. No incentive was offered ServiceNow is ideal for mid to large enterprises that need robust IT service management with automation and have a dedicated admin/IT team to manage and optimize the platform. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 3/5 #### Pros Highly configurable workflows tailored to organizational needs. Automates complex processes, reducing manual tickets and repetitive tasks. #### Cons High licensing and implementation costs. Complex learning curve. User Interface can feel heavy without optimisation. --- ### Incident management up and running in a snap - Overall rating: 4/5 - Reviewer: Jamon H. - Verified reviewer: Yes - Industry: Industrial Automation - 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Easy to integrate with existing email structure #### Cons Very difficult to track progress updates due to clutter in the email contents --- ### IT management tool - Overall rating: 4/5 - Reviewer: Agnoor G. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used daily for less than 2 years - Reviewed: January 2025 - Review source details: This review was submitted organically. No incentive was offered We are using this product to manage tickets , incidents . Handing all the tickets and it basically give a centralized view of all the incidents and timely alerts to configure the things. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Easy handling and tracking of raised tickets , incidents. Very well maintained and customied dashboard for notifications , alerts and information. Setup , deployment and third party integrations are simple and a minute job. #### Cons This includes a lot of features that require an ample amount of time to understand and proper expertise is needed to customize configurations. Complex to understand licenses and although its simple but looks outdated. --- ### Unified IT service management tool - Overall rating: 4/5 - Reviewer: Naveen C. - Verified reviewer: Yes - Industry: Computer Software - Company size: 5001-10000 employees - Product usage: Used weekly 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. I have been using since more than 5 years for Incident management and lifecycle of incidents and it really helped. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros Unified IT service management tool with support for customizations and scalability. Used since more than 5 years for Incident management and lifecycle of incidents. #### Cons ServiceNow is bit expensive for smaller organizations or those with limited budgets. Also customizing for specific enterprises is bit time consuming. --- ### Snow-portal - Overall rating: 5/5 - Reviewer: Nampalli R. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ 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 #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros It was very easy to handle the incidents and task. #### Cons Service now SLA timing track more complexity. #### Reasons for choosing ServiceNow For better cost and also easy to handle. --- ### 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. --- ### Service now Review - Overall rating: 5/5 - Reviewer: Bikash B. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: November 2024 - 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 has been great, as an admin / developer and even user sometimes, it has always fulfilled my needs. And there are a lot of customization that can be done to make your life easier and work smooth. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Services it provides, having everything at one place from ITSM to HR to asset management and a lot more #### Cons Nothing to dislike , it’s a great product with great service. ## More reviews [Next reviews](https://www.softwareadvice.com/product/27432-ServiceNow/reviews/?page=2) --- ServiceNow Reviews, Pros and Cons - 2026 Software Advice