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ServiceNow Customer Service Management pros and cons

Vendor: ServiceNow

4.1 out of 5

15 reviews
100% willing to recommend

Pros & Cons summary

ServiceNow Customer Service Management offers robust workflow capabilities and seamless integration with business apps and external systems. Known for speed and ease of use, it provides 24/7 stability and comprehensive support across departments. However, its high cost, limited report flexibility, and lack of customization may deter small businesses. Integration of IVR systems poses challenges due to missing native support. Handling ServiceNow demands skilled management due to integration costs, steep learning curve, and complex scripting.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

ServiceNow Customer Service Management offers strong workflow capabilities, orchestration, and integration with existing business applications.

It is cloud-based, fast, and user-friendly with minimal options, making it easier to use compared to other solutions.

The integration capabilities are excellent, allowing for seamless integration with any external system, along with offering automation possibilities.

ServiceNow Customer Service Management provides an out-of-the-box feature set that effectively supports all customer service processes.

It is stable and operates as a live system 24/7, enhancing resolution speed with actionable insights into IT performance and incident trends.

CONS

Pricing for ServiceNow Customer Service Management is considered high, being potentially prohibitive for smaller businesses.

The platform lacks sufficient customization capabilities, limiting its adaptability to varied customer demands.

ServiceNow Customer Service Management does not integrate native IVR solutions, necessitating complex third-party integrations which have become more challenging following the end of the Twilio agreement.

There is a need to improve the AI feature within ServiceNow Customer Service Management to enhance functionality.

The complexity of scripting during initial setup poses a challenge, requiring extensive work to implement basic functionalities.

ServiceNow Customer Service Management Pros review quotes

JV

JesusVillanueva

Architect at HandCloud

May 20, 2024

One of the solution's most valuable features is its integration with the ITSM suite. When you acquire it, you also get access to incident and problem management from ITSM. This allows you to register a ticket in the product to work with the end user while using ITSM to handle the internal resolution process.

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AG

Ankitnilkanth Gosavi

Works

Mar 26, 2025

The tool is very useful as it helps us run businesses smoothly.

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Rizwanuddin Qazi

Senior ServiceNow Developer at McCann Health

Oct 22, 2025

Resolution speed has immensely improved because of ServiceNow Customer Service Management, especially the actionable insights, IT performances, and incident trends.

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ServiceNow Customer Service Management

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Learn what your peers think about ServiceNow Customer Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: October 2025.

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Sales Manager - Business Development at AC3

Apr 22, 2024

Our organization has received excellent tech support for ServiceNow Customer Service Management.

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Solutions Architect at Globant

Sep 11, 2023

The setup phase of the solution was straightforward...Regarding the product's user interface, there is an in-built portal developed by ServiceNow, which is good.

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AP

Lead Business Analyst at Orange

Apr 23, 2025

The best aspect of ServiceNow Customer Service Management is its out-of-the-box features that support all customer service processes.

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MS

Mohammad Shalan

Head of Business Agility and Development at Aqarat Real Estate Development Company

Apr 9, 2025

ServiceNow Customer Service Management is highly stable, which is critical because it operates as a live system 24/7.

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Chief Manager E&I at a wholesaler/distributor with 51-200 employees

Aug 16, 2022

What I like best about ServiceNow Customer Service Management is that it's a good tool. I like how fast it is and that it's cloud-based. I also like that it's very easy to use. ServiceNow Customer Service Management has minimum options, for example, column options and tab options when compared to other solutions, which makes it easier to use over others.

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Arvind Mehrotra

managing partner at AmPmilify Associates LLP

Apr 24, 2025

ServiceNow Customer Service Management integrates the admin, finance, HR, and service departments, enabling an employee of an organization to get service from a single window.

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Project Manager at MindTree

Jun 4, 2024

The product provides flexibility in managing and categorizing the incidents.

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ServiceNow Customer Service Management Cons review quotes

JV

JesusVillanueva

Architect at HandCloud

May 20, 2024

One area for improvement would be integrating IVR systems. Many customers need the ticketing solution and a native IVR system within the same platform. ServiceNow Customer Service Management doesn't offer an IVR solution that works natively or comes in the same package. Customers often have to integrate their IVR with third-party solutions like Twilio. However, the agreement between ServiceNow and Twilio ended some months ago, making it more challenging to integrate IVR functionalities.

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AG

Ankitnilkanth Gosavi

Works

Mar 26, 2025

Sometimes ServiceNow Customer Service Management lags, meaning the speed is low or there is a delay in operations.

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Rizwanuddin Qazi

Senior ServiceNow Developer at McCann Health

Oct 22, 2025

In terms of the initial setup of ServiceNow Customer Service Management, the complexity of scripting is challenging. Sometimes, extensive scripting is required and many checks have to be made to add basic functionality.

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ServiceNow Customer Service Management

Free Report: ServiceNow Customer Service Management Reviews and More

Learn what your peers think about ServiceNow Customer Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: October 2025.

872,778 professionals have used our research since 2012.

Sales Manager - Business Development at AC3

Apr 22, 2024

The product does not cater to businesses of every scale and budget.

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Solutions Architect at Globant

Sep 11, 2023

The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers.

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AP

Lead Business Analyst at Orange

Apr 23, 2025

If our organization wants to customize features that are not initially available in the system, these customizations might cause issues during upgrades.

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MS

Mohammad Shalan

Head of Business Agility and Development at Aqarat Real Estate Development Company

Apr 9, 2025

ServiceNow Customer Service Management is expensive, with costs around half a million US dollars per year. While suitable for enterprises and medium-sized clients, it may be cost-prohibitive for smaller businesses.

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Chief Manager E&I at a wholesaler/distributor with 51-200 employees

Aug 16, 2022

ServiceNow Customer Service Management works fine for me, for now, so there isn't any room for improvement I see in it. In the next release of the tool, I'd like users to be able to download all reports because as a user, I can only download a limited number of reports from ServiceNow Customer Service Management, but my management team can do so. I'm unsure if it's a feature that's included in the tool or not.

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Arvind Mehrotra

managing partner at AmPmilify Associates LLP

Apr 24, 2025

The integration cost and learning curve are very high, and managing this platform requires sophisticated handling, which is more complex compared to other solutions.

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Project Manager at MindTree

Jun 4, 2024

The pricing must be more flexible.

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Show 4 more reviews (out of 14)

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Product Categories

Product Categories

CRM Customer Engagement Centers

Customer Experience Management

Popular Comparisons

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Microsoft Dynamics CRM vs ServiceNow Customer Service Management

Genesys Cloud CX vs ServiceNow Customer Service Management

Salesforce Service Cloud vs ServiceNow Customer Service Management

Qualtrics XM Platform vs ServiceNow Customer Service Management

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SAP Service Cloud vs ServiceNow Customer Service Management

Decagon vs ServiceNow Customer Service Management

eGain Solve vs ServiceNow Customer Service Management

See all alternatives

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