ServiceNow Reviews

Name: ServiceNow
Brand: ServiceNow
Rating: 4.3 (223 reviews)

Vendor: ServiceNow

4.3 out of 5

223 reviews
91% willing to recommend

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What is ServiceNow?

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

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ServiceNow is the #1 ranked solution in top Help Desk Software, #1 ranked solution in top IT Asset Management solutions, #1 ranked solution in top IT Service Management (ITSM) solutions, #1 ranked solution in top No-Code Development Platforms, and #2 ranked solution in top Rapid Application Development Software. PeerSpot users give ServiceNow an average rating of 8.6 out of 10. ServiceNow is most commonly compared to GitLab: ServiceNow vs GitLab. ServiceNow is popular among the large enterprise segment, accounting for 63% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 12% of all views.

Helped 879,259 peers since 2012

Featured ServiceNow reviews

Shafqat Paracha

General Manager at sPerception IT

There are things that I would like to see improved in ServiceNow, such as the pricing, as it is a very costly solution compared to other tools. Additionally, its presence in the local market is very limited; in Pakistan, for example, I don't see any vendor or distributor of ServiceNow available. They need to increase their sales spectrum globally so people can easily access them and engage them for client meetings and more. From a functionality perspective, the features in ServiceNow are acceptable as, at the moment, the ITSM modules rank highly, being 13 plus Pink Elephant certified, which is a good aspect to have. When providing advice to users, I would suggest they consider making strategic decisions about their per user pricing since it is very high. In our region, people normally start with 5 to 10 users, but the per user price is quite steep. Moreover, ServiceNow does not charge based on data uploaded or downloaded, so they should reconsider their pricing and data policies to align better with the financial capabilities of the region.

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Anil Rao

Vice President Delivery & Operations at Rezilyens

To make ServiceNow better, they should reduce their pricing, especially because there's a lot of competition. Many customers have moved to ManageEngine because they cannot afford the license cost. The price should be reduced by at least 40%. The setup of ServiceNow is sometimes complex when new updates or versions are released. When they introduce something new, they should provide training to understand the new features and their functionality. We sometimes get stuck and have to call them to learn about the changes in the latest version. They should communicate the changes made from older versions to new versions, which features are not available, which features have changed, and how to implement them. If the communication part was handled properly, it would benefit us.

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MichaelTang1

Manager of Security Engineering & Architecture at a outsourcing company with 5,001-10,000 employees

I think that nothing needs to be improved with the product; you just need the user to commit and spend appropriate time to overcome that learning curve. Once that is done, the product itself is pretty wonderful. I've seen a very nicely built interface with ServiceNow, and I've also seen the ugliest version that feels outdated. ServiceNow does allow that team to exist. They should modernize their fonts and their layout, the UI friendliness. They did introduce AI, chatbots, and AI on the back end, so that's wonderful and extremely useful if you train it. If you don't train it, it's pretty useless. Assessing the impact of ServiceNow's automation on service delivery times is complicated. The engineers who operate on ServiceNow find it isn't straightforward because the data set is accessible by everybody. The problem is that understanding how to manage that data set requires an enormous amount of engineering skill set to run the product. I would not hand the key to the customer; I would highly recommend that ServiceNow take control of that. Instead of offering support for the software, they should offer administrative support for the software. They should provide professional service or some kind of support system that allows us to use their product at a faster pace. I'm sure they offer something, but it's often outrageously expensive, or they rely on another company to resell their product and offer professional service. It makes no sense in my opinion, and they should offer the team at the front to help customize the product to fit each company's needs, as every company has different demands and forms of submitting a request that need adjustment over time.

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ServiceNow mindshare

Product category:

As of December 2025, the mindshare of ServiceNow in the IT Service Management (ITSM) category stands at 17.9%, down from 25.5% compared to the previous year, according to calculations based on PeerSpot user engagement data.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
ServiceNow	17.9%
JIRA Service Management	8.0%
BMC Helix ITSM	6.6%
Other	67.5%

IT Service Management (ITSM)

PeerResearch reports based on ServiceNow reviews

Type	Title	Date
Category	IT Service Management (ITSM)	Dec 29, 2025	Download
Product	Reviews, tips, and advice from real users	Dec 29, 2025	Download
Comparison	ServiceNow vs JIRA Service Management	Dec 29, 2025	Download
Comparison	ServiceNow vs ManageEngine ServiceDesk Plus	Dec 29, 2025	Download
Comparison	ServiceNow vs BMC Helix ITSM	Dec 29, 2025	Download

Valuable Features

ServiceNow's flexibility stands out, enabling extensive customization to fit various business needs. Users highly value its platform approach for integrating diverse applications and automating workflows. It offers a unified system for incident, problem, and change management, enhancing efficiency across departments. Its intuitive interface and real-time reporting are praised, as is the ability to develop custom apps. Its wide integration capabilities with other tools also receive positive feedback, along with robust community support.

"It helped me save time—it would be more than 30% in time savings, with fewer man-hours and improved service delivery through automation capabilities."
"ServiceNow helps to improve IT incident handling in a more comprehensive way, and the latest version provides extensive information, including AI that allows us to program it in such a way that our L1 support can be eliminated."
"The impact of ServiceNow's self-service portal on IT staff dependency levels has shown a dramatic improvement."

Room for Improvement

ServiceNow users express concerns over the licensing model, user interface, and complexity of customizations. Pricing is seen as excessive, especially for smaller companies and high user numbers. Users desire improved reporting, analytics, and training resources. Difficulty in managing patches, configuration, and debugging is highlighted. Improved documentation, integration capabilities, and a more intuitive mobile application are needed. Despite flexibility, the learning curve is steep, and better support and resources could enhance overall user experience.

"To make ServiceNow better, they should reduce their pricing, especially because there's a lot of competition. Many customers have moved to ManageEngine because they cannot afford the license cost."
"ServiceNow claims to help a lot, but once you sell the product, it's as if you're on your own."
"ServiceNow's customization is not too agile in those cases; it takes a little bit of time."

ROI

ServiceNow has shown positive impacts for many, with increased efficiency and time-saving noted. Though some experienced delayed returns, improved performance in reporting and integration are appreciated. Users value cloud-based benefits, cost management, and reduced reliance on on-prem infrastructure. Results vary, with some seeing returns within months to years. Pricing concerns are noted, yet it's deemed worthwhile if fully implemented, highlighting efficiency and project management as key benefits, even if direct financial returns are not immediate.

Pricing

ServiceNow pricing is generally high compared to similar platforms, particularly for enterprise buyers. Licensing costs are based on active users, and "Process Users" are more expensive than "CreateNow Users." Clients can negotiate prices, with some achieving reduced fees or additional licenses during peak seasons. While the solution offers extensive capabilities, many organization face challenges with the complex pricing model and high setup costs. The high price reflects its comprehensive features, making it suitable for larger companies.

"The solution is expensive."
"I rate the solution's pricing a six out of ten. The pricing for ServiceNow is based on a SaaS platform with annual contracts. However, it may not offer much flexibility for adjusting usage in the short term."
"ServiceNow's pricing is comparatively higher than Helix's."

Popular Use Cases

Organizations primarily utilize ServiceNow for IT service management, including incident, change, and problem management. It serves as a comprehensive platform for tracking and managing various business processes, such as HR case management, asset management, service desk operations, and workflow automation. Many integrate it with other systems for improved IT operations and risk management, leveraging its capabilities for custom apps, ticketing, reporting, and enhancing overall business efficiency.

Service and Support

ServiceNow's customer service and support receive mixed feedback. Users appreciate quick response times and effective community resources. However, there's criticism regarding inconsistent support quality and delays due to global timing. Many find first-level support lacking, often relying on second-level or partners. While some rate technical support high, others note room for improvement in responsiveness and expertise, especially when customization is needed. ServiceNow excels when issues align with standard functions and community support availability.

Deployment

Many found ServiceNow's initial setup straightforward, yet it became complex with heavy customization or unique business requirements. Organizations emphasized the importance of planning and training, often using implementation partners or consultants to streamline the process. The setup varies across companies, with some reporting quick deployments while others encountered difficulties due to customizations or internal issues. Experience with ITIL and clear understanding of business processes were beneficial in facilitating smoother implementations.

Scalability

Many users report ServiceNow's scalability as strong, noting that it supports large user bases and complex implementations across organizations of various sizes. Some mention performance issues which can often be resolved by following best practices, leveraging support, and ensuring robust infrastructure. A few highlight concerns about its scaling in certain environments, but it generally adapts well to organizational needs and high volumes, proving to be a reliable choice for many businesses globally.

Stability

ServiceNow is widely perceived as stable with minimal downtime, though some users report occasional issues, mostly due to network or data center problems. Support is praised for quick responses. The platform performs reliably, handling large-scale operations effectively. A few users cite slowness and bugs, largely attributed to customizations or integration challenges. Generally, users rate its stability highly, though some note room for improvement, especially in updates or complex configurations.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our ServiceNow Buyer's Guide for additional reliable information.

Review data by company size

By reviewers
Company Size	Count
Small Business	42
Midsize Enterprise	25
Large Enterprise	140

By reviewers

By visitors reading reviews
Company Size	Count
Small Business	1023
Midsize Enterprise	609
Large Enterprise	2832

By visitors reading reviews

Top industries

By visitors reading reviews

Financial Services Firm

12%

Manufacturing Company

10%

Computer Software Company

10%

Government

Healthcare Company

Retailer

Insurance Company

University

Educational Organization

Comms Service Provider

Energy/Utilities Company

Performing Arts

Construction Company

Outsourcing Company

Consumer Goods Company

Non Profit

Legal Firm

Media Company

Real Estate/Law Firm

Transportation Company

Wholesaler/Distributor

Hospitality Company

Pharma/Biotech Company

Aerospace/Defense Firm

Marketing Services Firm

Recreational Facilities/Services Company

Logistics Company

Compare ServiceNow with alternative products

Learn more about ServiceNow

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

ServiceNow customers

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow

Title	Rating	Mindshare	Recommending
GitLab	4.2	N/A	97%	88 interviews Add to research
JIRA Service Management	4.1	8.0%	93%	88 interviews Add to research

Author info	Rating	Review Summary
General Manager at sPerception IT	4.5	We migrated a client's workflows to ServiceNow due to infrastructure hassles with their previous on-premise tool. ServiceNow's flexible architecture and user-friendly interface were beneficial. However, its high pricing and limited local market presence need improvement, despite delivering strong ROI.
Vice President Delivery & Operations at Rezilyens	4.5	I've used ServiceNow for a decade, mainly for monitoring and service desk needs, and found its AI-driven incident management effective, though its pricing is high and updates complex; overall, it's scalable, stable, and delivers solid support.
Manager of Security Engineering & Architecture at a outsourcing company with 5,001-10,000 employees	5.0	I've used ServiceNow for four years and find its unified data, workflow agility, and reporting excellent, though it has a steep learning curve and expensive support. Its ITSM module is exceptional, especially in incident and security operations.
IT infra Admin at synu	4.5	I work as a second line support engineer using ServiceNow to manage requests and issues. The tool offers valuable ticket tracking and integration features, though its numerous options can be confusing. It provides significant time-saving benefits and compares well to other solutions I've used.
Solution Engineer - Digital Platform \| Mobile at British American Tobacco	4.5	I use ServiceNow for managing ticketing and demands, finding its incident reporting and mobile client features impressive compared to Cherwell. While it greatly benefits large companies, a more affordable version for smaller businesses would be advantageous.
Associate Vice President at Wissen infotech	4.5	I implemented the ITSM module in ServiceNow, integrating Device42 and using Discovery for optimal CMDB management. Its AI features like AIOps benefit infrastructure teams, saving time and money. I find the platform's integration invaluable, though quantifying ROI is challenging.
Team Lead at a tech vendor with 10,001+ employees	5.0	I use ServiceNow for logging tickets and managing incidents, valuing its ticketing, reporting, and integration features. However, it lacks effective bug tracking compared to HP ALM and ADO. Its reporting could be more user-friendly.
Security Architect at وزارة الثقافة Ministry of Culture	5.0	We use ServiceNow primarily for ITSM workflows across our organization, valuing its integration and automation capabilities. Improvements are needed in customer support, but the ROI is positive. After evaluating alternatives like ManageEngine, we chose ServiceNow for its extensive use cases.

ServiceNow Reviews

What is ServiceNow?

Featured ServiceNow reviews

ServiceNow mindshare

PeerResearch reports based on ServiceNow reviews

Valuable Features

Room for Improvement

ROI

Pricing

Popular Use Cases

Service and Support

Deployment

Scalability

Stability

Review data by company size

Top industries

Compare ServiceNow with alternative products

Learn more about ServiceNow

ServiceNow customers

Related questions

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