--- title: "ServiceNow Software Overview 2026 - Features & Pricing" description: "Review of ServiceNow Software: system overview, features, price and cost information. Get free demos and compare to similar programs." source_url: "https://www.softwareadvice.com/product/27432-ServiceNow/" page_type: "product" language: "en" --- [Home](https://www.softwareadvice.com/) / [Help Desk Software](https://www.softwareadvice.com/help-desk/) / ServiceNow 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 [Reviews](https://www.softwareadvice.com/product/27432-ServiceNow/reviews/)[Alternatives](https://www.softwareadvice.com/product/27432-ServiceNow/alternatives/) # ServiceNow Review From $100/month Free version Free trial 1 plan Updated August 17, 2026 Written by [Andrew Blair](https://www.softwareadvice.com/resources/author/andrew-blair/) Content Analyst Edited by [Mehar Luthra](https://www.softwareadvice.com/resources/author/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 - User Interface - Popular Alternatives - Pricing and Plans - Features - Integrations - Key Sentiments - User Reviews - Frequently Asked Questions - Popular Comparisons ## Our Summary ServiceNow 4.5 [(356)](https://www.softwareadvice.com/product/27432-ServiceNow/reviews/) FrontRunner 2026 Pros: - Ticket management - IT service management Cons: - High cost - Slow performance Pricing Starting at $100.00 per user 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. Wondering if ServiceNow is right for your organization? Our Help Desk Software selection experts can help you in 15 minutes or less. ## ServiceNow User Interface ## Popular ServiceNow Alternatives Main Product ServiceNow 4.5 [(356)](https://www.softwareadvice.com/product/27432-ServiceNow/reviews/) Ratings Breakdown - 4.25Ease of use - 4.14Value for money - 4.33Customer support - 4.47Functionality Pricing Starting at $100.00 per month Get Price Alternative Product [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) 4.4 [(4090)](https://www.softwareadvice.com/product/26892-Zendesk/reviews/) Ratings Breakdown - 4.33Ease of use - 4.16Value for money - 4.26Customer support - 4.36Functionality Pricing Starting at $55.00 per month Get Price Alternative Product [Freshdesk](https://www.softwareadvice.com/crm/freshdesk-profile/) 4.5 [(3471)](https://www.softwareadvice.com/crm/freshdesk-profile/reviews/) Ratings Breakdown - 4.48Ease of use - 4.41Value for money - 4.49Customer support - 4.34Functionality Pricing Starting at $19.00 per month Get Price Alternative Product [Milvus](https://www.softwareadvice.com/it-management/milvus-profile/) 4.8 [(298)](https://www.softwareadvice.com/it-management/milvus-profile/#reviews) Ratings Breakdown - 4.79Ease of use - 4.66Value for money - 4.66Customer support - 4.66Functionality Pricing Starting at R$35.00 per month Get Price Alternative Product [Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/) 4.6 [(793)](https://www.softwareadvice.com/help-desk/freshservice-profile/reviews/) Ratings Breakdown - 4.59Ease of use - 4.43Value for money - 4.55Customer support - 4.35Functionality Pricing Starting at $19.00 per month Get Price Alternative Product [Supremo Remote Desktop](https://www.softwareadvice.com/help-desk/supremo-profile/) 4.7 [(447)](https://www.softwareadvice.com/help-desk/supremo-profile/reviews/) Ratings Breakdown - 4.76Ease of use - 4.72Value for money - 4.64Customer support - 4.50Functionality Pricing Starting at $109.00 per year Get Price ## 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... mpact calculator and collision detector for evaluating risks related to changes in IT configuration. With ServiceNow’s incident management capabilities, IT departments can capture incidents through the self-service portal, email, chat and phone. Problem management tools can help investigate the root causes of service disruptions, perform trend analyses and provide service configuration reviews to prevent future disruptions. ServiceNow also captures all the IT costs and presents them to stakeholders through reports and charts. ## 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 [SysAid](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/) $89.00 per month 4.54[(522 reviews)](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/reviews/) **7** recommendations [Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/) $19.00 per month 4.55[(793 reviews)](https://www.softwareadvice.com/help-desk/freshservice-profile/reviews/) **3** recommendations [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) $55.00 per month 4.41[(4090 reviews)](https://www.softwareadvice.com/product/26892-Zendesk/reviews/) **1** recommendations [Salesforce Service Cloud](https://www.softwareadvice.com/crm/service-cloud-profile/) $25.00 per month 4.46[(828 reviews)](https://www.softwareadvice.com/crm/service-cloud-profile/reviews/) **1** recommendations \*Defined as the price above any available free plan ## ServiceNow Features Drawn from insights across 356 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 3.38 category average IT Asset Management 4.63 3.91 category average Issue Auditing 4.57 3.58 category average ServiceNow's Worst Rated Features Reporting/Analytics 3.71 4.05 category average Activity Dashboard 4.06 4.34 category average Capacity Management 4.10 3.46 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 Interaction Tracking 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 356 verified reviews, we've identified products most frequently integrated withServiceNow. Microsoft 365 Integration rated 4.2 from 5 reviews Microsoft SharePoint Integration rated 4.3 from 4 reviews Microsoft Outlook Integration rated 4.8 from 4 reviews Microsoft Teams Integration rated 4.5 from 4 reviews JIRA Service Management Integration rated 4.8 from 4 reviews Salesforce Service Cloud Integration rated 4.5 from 2 reviews See all 105 integrations ## ServiceNow Key Sentiments We analyzed 356 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 ## ServiceNow customer ratings - Overall rating: 4.5/5 - Total reviews: 356 ### Rating distribution - 5 stars: 197 reviews (55%) - 4 stars: 136 reviews (38%) - 3 stars: 18 reviews (5%) - 2 stars: 2 reviews (1%) - 1 star: 3 reviews (1%) ### Secondary ratings - Ease of use: 4.2/5 - Value for money: 4.1/5 - Customer support: 4.3/5 - Functionality: 4.5/5 --- ### 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 --- ### A ticketing system that needs it’s own ticket - Overall rating: 3/5 - Reviewer: George T. - Verified reviewer: Yes - Industry: Public Safety - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: July 2025 - Review source details: This review was submitted organically. No incentive was offered 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: 4/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### 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 --- ### Awesome service now features - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Real Estate - Company size: 5001-10000 employees - Product usage: Used daily for less than 2 years - Reviewed: April 2026 - Review source details: This review was submitted organically. No incentive was offered Overall, pretty satisfied with service now you get support that you need if ever that there are any issues at the same time if let’s say you need some enhancements it is it is very easy to communicate with them #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros No, what I like the most about service now is it actually is robust and offers a lot of features that are customizable based on the business needs #### Cons What I don’t like or like the least about service now is the interface is a bit complicated if you are not that technical especially the CSM or customer service management interface but other than that, everything is cool --- ### 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. --- Showing 1 - 10 of 356 Reviews [See All Reviews](https://www.softwareadvice.com/product/27432-ServiceNow/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. ## ServiceNow Popular Comparisons [Zendesk Suite vs ServiceNow](https://www.softwareadvice.com/compare/26892-Zendesk/vs/27432-ServiceNow/)[Freshdesk vs ServiceNow](https://www.softwareadvice.com/compare/27432-ServiceNow/vs/110247-freshdesk/)[Milvus vs ServiceNow](https://www.softwareadvice.com/compare/27432-ServiceNow/vs/246233-milvus/)[Freshservice vs ServiceNow](https://www.softwareadvice.com/compare/27432-ServiceNow/vs/436317-freshservice/)[Supremo Remote Desktop vs ServiceNow](https://www.softwareadvice.com/compare/27432-ServiceNow/vs/100976-supremo/)[Atera vs ServiceNow](https://www.softwareadvice.com/compare/27432-ServiceNow/vs/125932-atera/)[BOSSDesk vs ServiceNow](https://www.softwareadvice.com/compare/27432-ServiceNow/vs/174544-boss-support-central/)[TeamDynamix vs ServiceNow](https://www.softwareadvice.com/compare/27432-ServiceNow/vs/65333-teamdynamix/)[Desk Manager vs ServiceNow](https://www.softwareadvice.com/compare/27432-ServiceNow/vs/310334-desk-manager/)[Deepser vs ServiceNow](https://www.softwareadvice.com/compare/27432-ServiceNow/vs/426975-deepser/)[ManageEngine ServiceDesk Plus vs ServiceNow](https://www.softwareadvice.com/compare/27432-ServiceNow/vs/360387-manageengine-servicedesk-plus/)[TeamViewer ONE vs ServiceNow](https://www.softwareadvice.com/compare/27432-ServiceNow/vs/99131-teamviewer/)[ConnectWise PSA vs ServiceNow](https://www.softwareadvice.com/compare/27432-ServiceNow/vs/91525-connectwise-manage/)[Wavity Help & Service Desk vs ServiceNow](https://www.softwareadvice.com/compare/27432-ServiceNow/vs/351259-wavity-help-and-service-desk/) [Compare All Alternatives](https://www.softwareadvice.com/product/27432-ServiceNow/alternatives/) Stuck Between Options? 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