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ServiceNow Customer Service Management Reviews

About ServiceNow Customer Service Management

Automate and streamline processes to solve customer issues faster, decreasing your cost to serve and increasing customer loyalty.

Learn more about ServiceNow Customer Service Management

Pros:

There are no shortage of options and add-ons which can be great if the value is justifiable and the budget allows for it.

Cons:

I have noticed that changes can be hard to make and often take months for our team to implement.

ServiceNow Customer Service Management ratings

Average score

Ease of Use
4.1
Customer Service
4.2
Features
4.3
Value for Money
4.1

Likelihood to recommend

8.1/10

ServiceNow Customer Service Management has an overall rating of 4.3 out 5 stars based on 152 user reviews on Capterra.

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Meraz
Meraz
Senior Security Consultant in Ireland
Verified LinkedIn User
Computer & Network Security, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

A Great Tool for all the ITSM needs- One that fits All

5.0 2 years ago

Comments: We utilize ServiceNow to handle inbound IT support tickets, manage IT changes, and track app configurations. This method has been tried and tested, and it consistently delivers. Top-notch all around; have extensive experience managing Incidents, Problems, Changes, and Catalog Items inside IT Service Management (ITSM) modules.

Pros:

The ability to integrate with other applications and personalize the tool for use in ticketing and routing is maybe the most useful feature of ServiceNow. Our day-to-day customer support operations would not be possible without our user-friendly incident management, configuration management, and service documentation.Fast and simple incident reporting, progress tracking, and customer service interaction. ServiceNow is excellent for archiving service documentation; we've catalogued all of our services there, so that when tickets are sent, we can quickly and easily access the relevant knowledge base articles to address the problem.

Cons:

A lengthy upgrade procedure might be the result of too much modification, but luckily there are many resources available to help you out. Non-IT users may find it challenging to use the site without first receiving etxra training.

Meenakshi
Project Coordinator in Canada
Retail, 1,001–5,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

S_Now

5.0 2 years ago

Comments: Excellent, Documents are accessible for guidance.

Pros:

Widely used by companies so easy to train and hire subject matter experst.

Cons:

Building workflows takes time and effort as its not OOB.

Colleen
Eccomerce Specialist in Mexico
Cosmetics, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

Horrible customer experience

3.0 6 years ago

Comments: My overall experience maybe a little clouded because I am using Service Now through a third party vendor who handles our IT (cognizant) and some of the missing features maybe due to this. I have been using Service now for almost a year to not only track minor IT issues (example requesting new monitors, issues with WIFI ect) but also updates and builds to our website and ERP System. Overall I would not recommend Service now for the later especially in large corporations across multiple subsidiaries as this doesn't give companies the tools accurately implement builds. Unfortunately due to the lack of tools in Service now (or how our vendor restricts these tools) our company had to resort to managing these builds outside service now and update once complete.
Rather you need a system like JIRA where users can easily assign issues for QA testing and allow anyone to reopen tickets.

Pros:

-can search to find topics -can customize search for tickets and service request -can excel tickets and customize the information -if you developers access you can create reports -receive email confirmation and when tickets are updated -can uploads images and video

Cons:

-when creating a service request the user cannot specify the name. First a request is created [sc_request] then automatically a requested Item is created [sc_req_item] with a default title which is extremely confusing -only the user who created Incidents can reopen Incidents -only the user who created Incidents can then link to previously closed incidents -if you don't have developer access you can only see the tickets you created and need other users to add you as a watcher to the ticket -Incidents cannot be changed into Service requests, and those changes can't be tracked. (example to change a Incident into a service request a Incident must be closed and Service request opened) -IT Portal view doesn't save views, views are only saved for that session

Stacey
Stacey
Systems Administrator in US
Verified LinkedIn User
Higher Education Software, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Lot's of features, lot's of complexity.

4.0 6 years ago

Comments: Works fine if you don't need to do much more than open tickets that are already assigned to you or work with tickets that are assigned to you. Assigning ticket to others in a large organization where you don't know the group they are part of is a struggle. I often know who a ticket should be routed to but our implementation requires specifying the team they are part of as well. Some people are on multiple teams. Searching really needs improvement for users that don't interact heavily with the system.

Pros:

Works well for tracking tickets across a diverse organization. Integration with e-mail system simplifies interactions with users.

Cons:

Complexity makes simple tasks difficult. Learning curve is steep. For example, performing simple searches is not possible. If I closed out a ticket recently, then I often need to look in the documentation to search for that specific ticket again. highly customizable views allow for tweaking to work with your use habits. Interface needs to be simplified and have common functions more accessible. It may partly be the way this organization has implemented and customized the interface, but it is still not user-friendly.

Victoria
Victoria
Global Service Desk Manager in UK
Verified LinkedIn User
Philanthropy, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source

Using SNow since 2012

4.0 2 years ago

Comments: 99.9% of the work I do every day is linked to either accessing Service Now or working on data produced by SNow. Using SNow for as long as I have, has made me confident in choosing to continue renewal. I have to admit that licencing model changes and yearly negotiations are painful but that is all part of the environment we work in.

Pros:

The fact that the software is widely versatile and scalable for the needs of an organisation. It can use beyond IT but in every department in our organisation as it offers automation of business tasks as well as good reporting and analysis tools. HR processes, Self Service, Approvals, Confidential reporting, schedule reporting and automating routine work, asset management and discovery.

Cons:

The fact that I can not imbed linksBut also think is mostly geared to large organisations. I have not found it to be possible for a small company to take advantage of this service (price plan and configuration is beyond the capabilities for a small company to take, which is a shame).

Fabricio
Fabricio
CISCO TAC Engineer - Switching in Colombia
Verified LinkedIn User
Telecommunications, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

Very Good IT Comunication Tool

4.0 6 years ago

Comments: The way that users report any failure on the devices in order to get this resolved faster was not the correct one. And we solved this with ServiceNow since their user can report quickly the issue that he is having and also there is a watchlist of available people that can take the case and provide support to the person that is having the issue. Also, there is a really good feature of the tool that makes them different from other solutions in the market.

Pros:

- Is easy to use for developers and regular users. - There is a good option like the feature that allows you to add people to the watch list so they can check the progress of the status of a ticket even do they are not going to provide support.

Cons:

- Updates are not good since they made some changes and in some cases impact the way data previously saved on the application. Also, they made some changes in the GUI and some times users complain are related to that there is no a particular option or they are not able to find it now after the upgrade.

Petar
Petar
Helpdesk Specialist Level 2 in Serbia
Verified LinkedIn User
Information Technology & Services, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Easy and productive CSM tool

4.0 6 years ago

Comments: It makes it easy to track customer replies and action any update or development on time whilst allowing for easy SLA tracking and communication with the customers.

Pros:

Plentiful options when creating your favourites and setting your filtered searches (which are very detailed and precise). Any search can be added to favourites and be easily accessible. User interface is easy to navigate and find the options you're looking for. It uses easy to follow logic and it is very user friendly.

Cons:

This is most likely depending on the implementation process and data migration during the integration process, the update field is constantly moving to the next case/incident which makes it hard to track you work at times. Most likely adjustable during implementation process.

Omkar
Network analyst in India
Business Supplies & Equipment, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Service noe-best ticketing plateform

5.0 10 months ago

Comments: I am using service now from last two year, i found it very easy comfortable and best application for it ticket and incident management.

Pros:

I like service now ticketing tool like categorised ricketing environment, proper work not addition and multiple types of ticket.

Cons:

Nothing to be disliked in service now it is best used by industries for ticketing purpose and solving customer queries.

Verified Reviewer
Verified LinkedIn User
Human Resources, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

ServiceNow is the best tool for Ticketing Management

5.0 6 months ago

Pros:

1. User-friendly interface. 2. Reduce manual tasks. 3. ServiceNow offers a wide range of IT service management features and they are very user-friendly.

Cons:

The price of the service can be expensive to implement and customize, especially for smaller businesses or organizations with limited budgets.

Gladman
Gladman
ICT in Zimbabwe
Verified LinkedIn User
Nonprofit Organization Management, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Incident management made easy

4.0 5 years ago

Comments: All customers are saved as there is no risk of custimer service agent forgeting about the incident reported by a client as the system records every incident. Gives customers power to reopen an incident should they feel that they have not been assisted to their satisfaction

Pros:

It is easy to use. Has a functionality for knowledge base which can be used when customer service agents are helping customers. You can add people on the watch list so that they are in the loop of what is happening

Cons:

Creating a new incident from the system is a bit of struggle. The option is not visible

Rennie
Solution Architect in US
, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source
Source: SoftwareAdvice

ServiceNow is premier and get better with every release

5.0 6 years ago

Comments: Overall an excellent product.

Pros:

Highly scalable and provides modular solutions for implementing service based best practices across the enterprise. Initially focused on ITIL it has expanded to include ITOM, ITSM, and ITBM functions. Out of the box solutions for other areas of the enterprise including HR, Security, Governance, Finance, and CSR. The platform itself allows development using standard web technologies and programming skills and they offer a vast documentation library and vibrant community of developers and users. Their support is top notch and they are always quick to respond.

Cons:

Their pricing model is complex and unwieldy. It can be very hard to determine which features you actually have access to. Some of the features which seem like they should be part of the base product functionality are split into sub-modules at additional cost. This can give the impression that you are being nickeled and dimed for every little feature. Inquiring about instance capabilities of technical staff is always referred to your sales rep. Early adopters who did a lot of customization can find themselves in a lot technical debt prior to ServiceNow’s current guidance of best practices. Some of the earlier product design decisions have sometimes forced compromises to be implemented for product growth. This can create some ambiguous methods non-intuitive workarounds to be employed in development. Their documentation can be somewhat sparse on examples or use cases for particular API or feature specific applications. Finally, since the product can become the core of so many areas of the enterprise, it can require quite a large investment in support resources and it requires these resources to understand SaaS management differences vs traditional application support development.

Alejandro
Presales Manager
Computer Software, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source
Source: SoftwareAdvice

Service Now, the one that gathers them all

5.0 7 years ago

Comments: We've been working along with servicenow for several years and we have more and more success digital transformations stories by building business improvement strategies upon the Servicenow Platform

Pros:

ServiceNow is a Service Management Platform, ranked by Gartner just as the #1 in the global market of digital service management platforms. Easy to use, deep dive, almost boundaryless ServiceNow software integrates a strong and robust collaborative service management engine, that allows almost all kind of organizations, no matter the economic sector, to optimize and automate any business and IT service through a full function collaborative tool set, such as Asset Discovery, service catalog, business rules definition, SLA's and analytics easy-to-build dashboards, not to mention the application development capabilities which stands as the ServiceNow main differentiators.

Cons:

As any technology solutions, there is and will be room for improvement, starting with more built-in integration capabilities in order to simplify more complex implementations.

Verified Reviewer
Verified LinkedIn User
Financial Services Software, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Good Tool but performance is an issue

3.0 5 years ago

Comments: Can deny that ServiceNow is the best in the category and offer the most functionalities. However, performance is truly an issue as page refresh can be lengthy from time to time.

Pros:

- out of the box configuration templates is great start point for setup - Deep integration with other ServiceNow tools (big selections as well) - easy for administration to benchmark and track support service - like the fact that it has user customizable queries to filter out only items that you want.

Cons:

- Performance is an issue. we have been getting on and off slowness that we can't seem to resolve it. - over cost is higher compare with its competitors - there should be ways to duplicates incidents - Search result is unpredictable, sometimes search does not return the result you want without going into the module first (this is inconvenience as sometimes a ticket number is the only thing given and you have to figure it out what kind of ticket before searching)

James
Cloud in US
Computer Software, 1,001–5,000 Employees
Used the Software for: 6-12 months
Reviewer Source
Source: SoftwareAdvice

Poor Interface - Too Much Bean Counting and Not Enough Cooking the Meal

1.0 2 years ago

Comments: So far, ServiceNow is a distraction with no benefit. Unlikely ServiceNow will ever modernize their product. Every year is 1971 for them, with an IBM 3270 "green screen" interface.

Pros:

To its defense, it does process requests without delay.

Cons:

Poor user interface design. Lacks an understanding of human factors and fails to embrace modern technology.About the worst part is the designers show a very low interest in gathering the concern being discussed. When you finally get to "problem description," it's buried on page two in a small window that uses 6% of the available display. But that area cannot accept any cut/paste of screenshots.Bypassing this tool is often the best course when there is a need for problem description and subsequent analysis. Tools like Microsoft Word and Outlook do pretty well in letting a person express their concerns. ServiceNow is more like the CSR that asks annoying, irrelevant questions and shows no interest in the concern itself.

Ankur
Developer in India
Computer Software, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source
Source: SoftwareAdvice

Overall Good SaaS & PaaS tool to handle ITSM processes

4.0 6 years ago

Pros:

1) Covers most of the ITSM process required in an organization 2) Platform allows development using latest web technologies and supports integration with 3rd party apps 3) ServiceNow Customer Support team is very much good at resolving any issues/tickets 4) Good application as SaaS and PaaS 5) Allows customizations to out of box script components and enhancements

Cons:

1) Cost could be one factor which they need to improve upon 2) Upgrade activity requires lot of efforts 3) Sometimes the code/script may break while it was working earlier well 4) Requires good training to be given to non-technical staff for proper use of tool

pratik
DevOps Engineer in India
Computer Software, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source
Source: SoftwareAdvice

An awesome saas and paas application

5.0 6 years ago

Comments: It’s an very demanding cloud platform. They also offers you to provide various commercial scope application platform as well.

Pros:

1) An awesome application as Saas and Paas as well, Good inerface, user friendly and easy to use. 2) Due to backend code in jaava and JavaScript it is very flexible. 3) Cloude data and services is simply awesome. 4) The best thing is its also supports to integrate autoCAD as well.

Cons:

1) To implement discovery tool for automatic cmdb population have some hogh cost concern. 2) When you using a UI action which has script inside it freezes the screen. 3) Upgrade to an instance will become quite hectic.

dakshina singh
Software Engineer II in India
Information Technology & Services, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

ServiceNow Customer Service Management- Review

5.0 2 years ago

Pros:

The most impactful feature of it is customer ticketing management. The way it is designed makes it very easy to work with customer and internal team at the same time. The flow is designed very user-friendly and easy to use.

Cons:

The least I like about the servicenow is the performance issue sometimes. It gives problem when you start multiple sessions at a time and when you are working on multiple tickets with the customer, it is obvious that multiple sessions will be started.

Vania
IT Operations Specialist in US
Oil & Energy, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

All-in-one service solution

5.0 2 years ago

Comments: Fantastic product and they offer administrator training for free if you interested in learning “more than the average bear”.

Pros:

I think the ability to automate Active Directory account creation or deletion, third party software license assignments and access, and manage all of our company’s requests/incidents in one place are my favorite things.

Cons:

The scheduled tasks feature is sometimes buggy in our current version; however we have been provided great support getting this resolved.

Jen
Marketing Database Analyst in US
Banking, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source
Source: SoftwareAdvice

Good IT service management tool

4.0 6 years ago

Pros:

ServiceNow is a mostly a pretty good IT service management system. I work in IT and all of us use ServiceNow to input and manage tickets. I like that I can pop open a screen and see all my open tickets in one place. The ticketing interface is straightforward, and I like that I can add internal notes and assign priority ratings to my various tasks. I think most users have been very happy using it.

Cons:

My only criticism is that it could use some help as far as navigation goes. There seems to be a lot of menu items/setting that I don’t use or don’t know where to find. Would like a cleaner look.

Kevin
IT Analyst in US
Financial Services Software, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source

“Service Now - Your Control Center to provide customers with moments of magic”

4.0 6 years ago

Comments: Service Now Customer Service management has been a useful tool to handle all types issues relating to desktop, infrastructure, remote access and a host other sections relating to the user and their system/network.

Pros:

for anything in your workplace. you can create templates to put in tickets for incidents or requests relating broken items, adding items or even for setting up new hires.

Cons:

the search engine can be awkward to use. Sometimes it doesn't provide the proper answer to a search.

Verified Reviewer
Verified LinkedIn User
Information Technology & Services, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

My Experience using ServiceNow Customer ServiceNow Customer Service Management

5.0 5 years ago

Comments: My work as an IT support Analyst requires that we manage day to day client IT infrastructure and troubleshooting issues experienced by end users, ServiceNow provides a solid system for receiving and actioning these requests.

Pros:

Great for customer service and management, serves the integral purpose of ensuring that user requests are categorised and prioritised appropriately, great for customer satisfaction management as well

Cons:

Can be a bit slow in response time when loading the webpage, I have some inexplainable failures in executing some tasks, e.g ticket resolution, but this is quite rare, most probably a momentary glitch

Verified Reviewer
Verified LinkedIn User
Computer Hardware, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

excellent to manage escalations

5.0 5 years ago

Comments: complete software to handle It issues
it helps me a lot

Pros:

Servicenow is a very good software if we talk about alerts and escalations. i work in the IT area and the way we handle outages, alerts and escalations with this software is very fast and complete

Cons:

the software is fine some configurations in my organization itself was not very good but i recomend it 100%

rahul
software engineer in India
Computer Software, 5,001–10,000 Employees
Used the Software for: 1+ year
Reviewer Source
Source: SoftwareAdvice

nice product

5.0 7 years ago

Comments: very useful product

Pros:

We used to get tickets for various amends and questions on functionality in mainframe environment. It was difficult to manage all the work manually and it took time to keep all the work in track. After we got the Service now tool it is easy to track the tickets and the section wise option gives to update the necessary fields. It is very user friendly and flexible.

Cons:

some time facing problem in back button & redirecting in some other incident which react problem some time.

Stephen
Systems Analyst Associate in US
Higher Education Software, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Decent web-based CRM tool that has so many features, nearly everything is possible.

4.0 7 years ago

Comments: Better than Parature or SCSM for large-scale case and ticket management, easy to use on the web and options and features are nearly endless.

Pros:

Web-based case management makes submitting and reviewing incidents and cases a breeze. Loads quickly without dragging down when working with large cases.

Cons:

So many features means groups are going to use much less than they are paying for. Apparently customization is difficult as many pages are left in their default format, not giving customers the clearest idea of what they are asking for.

Shibu
Program Manager in US
Computer Software, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source
Source: SoftwareAdvice

Awesome SAAS solution for small and large enterprises

5.0 7 years ago

Pros:

No hardware and hardware maintenance cost, easy to use, easy to customize, less development and support efforts, tons of integration methods and tools = Happy Customer

Cons:

Representation of CMDB relationships, help on CMDB, difficult to get reporting on child tables, not very useful help in child tables