All ServiceNow Reviews
1-25 of 219 Reviews
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Josh
501 - 1,000 employees
Used more than 2 years
OVERALL RATING:
5
Reviewed February 2022
Outstanding Service Management
Brandon
Verified reviewer
Information Technology and Services, 1,001-5,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed February 2021
I used ServiceNow in a Desktop Support Role
I used ServiceNow daily, almost hourly to be honest, as a Level 2 Desktop Support Agent. It replaced vFire which was getting slow and agonizing to work with. Tickets would come in and we would perform the work and move the ticket along and/or close it altogether depending on the job. I liked using it and felt it was very robust and powerful while still being nimble and problem free.
PROSServiceNow is fast and issue free so long as it's setup correctly. The interface is simple and easy to understand. The learning curve, unlike older software, is practically nonexistent.
CONSSometimes tasks can have subtasks that are nested so deeply that they can be missed on first glance. I wish the software had a simpler nesting system.
Reasons for switching to ServiceNow
The decision was made by upper management. I had nothing to do with it. If it was up to me we would have switched sooner as vFire feels ancient and slow compared to ServiceNow.
Terry
Utilities, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
2
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2024
ServiceNow is very advanced tool but very expensive.
ServiceNow is the leading ITSM tool in the market. It offers a comprehensive range of features and capabilities that can meet any business needs. It is constantly updated with new versions that bring more innovation and value to its customers.
CONSServiceNow is not a cheap option when it comes to ITSM tools. It can be a significant expense for organizations that have limited budgets and need quick results. ServiceNow requires a long implementation process that involves multiple stages and customizations. It also demands a dedicated staff member to maintain and manage the tool effectively.
Reasons for switching to ServiceNow
Microsoft System Center Service Manager is a complex and challenging tool that requires a lot of planning and configuration to meet the specific needs of each organization. It is not a plug-and-play solution, but rather a customizable framework that can be adapted to various scenarios. It is like building a Lego model with many small pieces and expecting it to function as intended.
Santiago
Education Management, 1,001-5,000 employees
Used weekly for less than 2 years
OVERALL RATING:
3
EASE OF USE
1
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed August 2022
A review of ServiceNow
How easy it is to split tasks among other team members when your department may not be the core department.
CONSThis is a very difficult piece of software to use, to be fair. Compared to competitors, there seems to be a lot that can be done in this but there's a very real requirement in training involved. When we were set up with this product, we hardly received that. It made the implementation rocky, at best.
Reasons for switching to ServiceNow
The hack on dameware.
Anonymous
10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2019
Best Ticketing Tool!!
On a daily basis, we had to pull a lot of reports and create graphs for the same. With Service-Now, it's very easy. We have saved all the filters and created a dashboard on Service Now. Now, we have shared the link to the dashboard to the client and all our work is taken care by the tool. Relative time period is one top-notch filter, which has drastically reduced the time we were spending on creating the reports. It would take close to 4hrs to pull them and draft it for the client. Now, Service Now is doing the job and that 4hrs are saved for us.
PROSThe best thing about Service Now is the way we can handle all data and reports directly on the tool. It is really well designed in getting approvals and assigning tickets. We can also set the ticket assignment groups based on certain rules or configuration items, that really saves us a lot of time. It is user - friendly too. Very easy to navigate and also has some built in buttons that are really useful.
CONSNot a major flaw, but if it can create aging tickets report in the form of a pivot table, then there is nothing to beat this tool. We really don't need to rely on excel if we can integrate some into the reporting feature on service now.
Reason for choosing ServiceNow
Service-Now had a lot more features and most importantly it was very user friendly. Also, Service-Now was rated as the best in the industry.
Reasons for switching to ServiceNow
The previous tool was not user-friendly. It was really difficult to make reports. It had a very poor design as well.
Lillian
Verified reviewer
Hospital & Health Care, 10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2023
ServiceNow helps us centralize our processes
Our distributed crew was able to get together and focus on a single source of information. Now that all incidences are being recorded in one place, we have more insight into how things are progressing.
PROSThanks to ServiceNow, our processes are much more streamlined. Assisted in creating a streamlined operation. Our remote team's efficiency increased once we established a central hub where everyone could access the same, reliable information.
CONSThere is some lag time when utilizing the dashboard, but I'm sure this will be addressed in a future update. In addition, I think the report function may use some tweaks.
Reasons for switching to ServiceNow
It's simple to monitor shifts, log issues by opening tickets, and organize and automate IT services.Ideal for teamwork due to its versatility and useful functions.Compatible with a wide variety of programs, including Jira.
John
Verified reviewer
Computer Games, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2022
ServiceNow Review by a Former Helpdesk Technician
its all good, the best ticketing software for me. also Jira
PROSEverything, I love ServiceNow. I used it in 4 different IT BPO companies here in the Philippines.Integration to other systems is really good and helpful.
CONSI can't think of any Cons using ServiceNow, it really depends on the Management or Admin that handles ServiceNow. some management can't utilize ServiceNow's great features.
Reasons for switching to ServiceNow
I switch Company, I don't have a choice, I would still choose ServiceNow if I have an option
Gaurav
Verified reviewer
Information Technology and Services, 10,000+ employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2022
Service Now - A one stop destination for your ITIL Needs
Awesome. Couldnt imagine any other tool doing the same stuff for you so easily.
PROSUser Interface is very smooth , lot of features , lot of options to configure
CONSSometimes apolit for too many features . Need some time to get used to all the funstionalities
Reason for choosing ServiceNow
Ease of operations , setup and use of the tool. Available integrations with all major security tools specially which enahcnes and decreases time and maunal efforts.
Sampo
Information Technology and Services, 10,000+ employees
Used monthly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed March 2024
Easy and convenient tickets system
Ease of use for end user, email integrations, assigning tickets to person or team. Lots of integration and automation or selfservice options.
CONSThere is a learning curve in searching/filtering tickets for the ticket handlers or IT admins / service managers. But it's manageable. And end users don't see that side, for them the experience is very streamlined.
Gerardo
Information Technology and Services, 501-1,000 employees
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
4
FUNCTIONALITY
4
Reviewed March 2024
ServiceNow Feedback
It is easy to use, and you can custom your views
CONSSometimes it is really slow when you click on a link
Angeli Eloise
Information Technology and Services, 51-200 employees
Used monthly for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed March 2024
Service Now is an awesome way to queue tickets!
Ability to get queued to the correct department, and attach all the needed text/files
CONSA more modern/compact page for easier navigation
Meenakshi
Retail, 1,001-5,000 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed February 2022
S-Now
New to the tool but very excited.
PROSTool is very in demand and resources do not need much training. Easy to setup as many companies offer the setup packages.
CONSIntegrating various things is tough as it need the requirements from customer.
Reason for choosing ServiceNow
Market Trend, Easy to deploy.
Reasons for switching to ServiceNow
Lack of integration with asset management tool, search criteria and Knowledge management needs more work.
John
Information Technology and Services, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2023
Main ticketing tool for a company present in over 60 countries
From perspective of a Service Desk Agent, Service Now is a solid ticketing tool with lots of customization and integration options, and decent monitoring capabilities. With regard to reporting - it is no match for an Excel spreadsheet, but the option "Export to Excel" is available in any report table :)
PROSCustomization options and integration with with other tools (Nagios) as well as separate instances of Snow. As an example: one of our customers is running their own instance of Service Now. Their users interact with their own instance of Snow: log incidents, create service requests, receive and respond to mail communication. Snow objects from customer instance are then bridged (synced) into our instance of Snow, where they are actioned by fulfillers. User communication, ticket status etc. are then bridged (synced) back into customer instance of snow and reach final users.
CONSThere is a learning curve for agents coming from other ticketing tools as well as for new joiners - which is expected. A lot of user guide/process information is openly available, however not all the options described (especially reporting) are available in the version currently deployed by the company, which leads to some areas of tribal knowledge.
Anonymous
10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
FUNCTIONALITY
4
Reviewed August 2022
A wonderful and probably the best ticket and change management tool
Search feature is very powerful and easy to use as it is globalized search. Allows me to see the ticket distribution across my teammates. Supports customization of the change management process.
CONSThe frontend design looks a bit old and not much attractive to me personally. Also it is little bit costly. Apart from these 2 things, everything else seems great about ServiceNow.
Dakshina Singh
Information Technology and Services, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2022
Review by DB - ServiceNow
This feature is very very impactful in day-to-day IT business. From incident management to customer engagement, it provides end-to-end solutions. You have multiple options to display your data in graphical or list formats. It gives multiple filters to generate effective reports. It provides a very easy and feasible way to onboard the users and manage the customer accounts and their cases. Our IT department uses ServiceNow helpdesk services to manage the employee data. The support features from ServiceNow makes it easy.
CONSI do have a few things in mind that ServiceNow can upgrade: 1. They should give the option to edit the comments we make on cases/incidents/changes etc. 2. They should provide the option to perform the search specifically on comments and it should be optimised. 3. There should be option for grid view instead of list view, such that user can go to the next case or incident and update them side-by-side. Currently if we filter out 10 cases, we have to open them all in separate tab to work on it. It should be managiable using same tab only.
Venkatesh
Information Technology and Services, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed May 2022
Effectively manage your ITSM
Great ITSM management through Service now product
PROSService now is part and parcel of our ITSM system over the years. We have migrated from other vendors to Service now.Its very critical for IT enterprise to handle incidents, requests and to daily business as usual activities .Its also Critical for reporting metrics to management on a periodic basis. Service now also provides robust usage through Service now anywhere web interface. It just provides ease of use anywhere in a remote work setup for the larger team.
CONSService now customer support can be improved.
Gajendra
Verified reviewer
Information Technology and Services, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2021
Service Now Review
For me it very good, specially the change.very easy to create change and follow up with the different parties.
PROSAmazing tool for change incident and CMDB management. I am using this tool for change and incident and I found it best among the tools I used. Design the too the way you want. Very simple user interface and make process very easy. With any experience user can use this tool
CONSNothing as I am aware of as for me this is best and the way service now is improving , I have nothing what I can this as an improvement.
Sudhir
Financial Services, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2023
Single solution for your IT management needs
My overall experience has been very good. It is a one stop solution for managing your IT requirements and is pretty much structured. users get real time updates on the service now requests and it keeps track of all the past requests raised by the users. We used it for a our requirements ranging from a very simple password reset for an application to installing a new application altogether.
PROSThe best part that I like the most about Service Now is it's completely automated. We have used this tool for IT management whereby anything related to raising a request for a hardware or a software installation requirement would be logged on Service Now. The logging process is pretty simple and once logged this will create a notification for the supervisor to review and approve.
CONSIn the past, we have had challenges in re-opening the service now tickets once they were closed in error. This led to a number of internal complaints as we had to requests the users to open new tickets for the same request.
Kavindu Githsara
Verified reviewer
E-Learning, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2022
Streamline Your Processes and Save Time with ServiceNow
Overall, ServiceNow is a powerful software solution that can help businesses manage and optimize a wide range of business processes. Its customizable features and advanced security measures make it a valuable tool for improving efficiency and protecting sensitive data. However, its cost and complexity may be drawbacks for some users
PROSServiceNow offers a wide range of features, including IT service management, HR management, and customer service management and many more. Investing in ServiceNow has been a great value to our company. ServiceNow offers customizable options that allow businesses to tailor the solution to their specific needs. Also, ServiceNow includes advanced security measures to ensure that sensitive data remains protected at all times.
CONSLack of tutorials. Some users have informed us that ServiceNow is kind of complex and overwhelming, especially if they are not familiar with similar software solutions.
Santosh
Real Estate, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2022
Service Now - Excellent Ticket System
- The overall experience with ServiceNow is excellent for various business use-cases and functional use-cases
PROS- The most critical feature of the ServiceNow feature is, the customizations that we can make to the tool for ticketing purposes, routing purposes and integrate other applications for business flow to seamlessly work. - The UI of the tool is very intuitive and self-understandable for any user to quickly navigate without any confusion - The OOB features available for this tool are wide-range and can be leveraged for various business use-cases
CONS- The ServiceNow team can include more customizations and OOB integrations to avoid any over-head for the customers to implement themselves in-house - The support can be more helpful and available at all times in blocker issues
Oscar
Information Technology and Services, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2021
Service Now is the best ticketing tool for IT Helpdesk / call center with technical support
it is a good ticketing tool, will help in any help desk to to the job in a professional way, with fast results that you can check with reports, the track of the records of the users makes easy to be able to found issues and patterns. From all the ticketing tools that I´ve ever used, Service Now is my favorite.
PROSit was simple to understand , easy to use, the interface is not just squares with information that makes you feel super bored. you can customize your own interface with colors, that makes you to feel more comfortable with the screen with a tool that you use 8 hours a day. the functions are designed for you to be able to extract information needed for planning, the reports are accurate.
CONSThat when a new feature need to be adapted for a project specific can take some time before the implementation of it
Ankit
Airlines/Aviation, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2023
Excellent tool for all of your IT requirements.
Overall experience is good and we have mapped our multiple application with servicenow through which we are enabled the auto ticketing and monitoring the applications.
PROS-You can create multiple dashboards.-Customized chat integration.-customization capabilities.-inbuilt plugins to integrate the 3rd party applications.-Report customization facility.- Work flow customization.
CONS-Due to lots of module, Sometime its confusing to select the particular module.-Page loading took time.- Implementation took time and required ServiceNow expert to implement.
Anonymous
501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed February 2022
Great Tool ITSM
Generally it is a good system. If an organisation is coming from a manual way of service management they can adopt it.
PROSThe product did not change the way we have been conducting business but it made it easier. It is easy to follow through requests and incidents in the system rather than manually following. The system removes geographical boundaries as you can escalate an issue which can be resolved in a short time by someone in a different location. You can have a reports which can inform you on strategic decisions. For example you can realise you need more human resource from the reports
CONSIt needs to add some component of AI where a bot can assist other users on some of the petty frequent similar request
Catalin
Information Technology and Services, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2022
Great platform
Future rich, easy to use, great tracking and logs
CONSIt requires a dedicated team to be implemented efficiently , high costs, but overall it is worth it
Reason for choosing ServiceNow
The most suited for our company needs
Reasons for switching to ServiceNow
Old platform
Eldose
Financial Services, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2022
Great ITSM tool available in the market
Great experience
PROSThis is one of the great product available in the market. Cannot compare some of the other products. One suite for all. Love this product
CONSAdding each module is very expensive. Small companies cannot afford