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ServiceNow Customer Service Management Logo

ServiceNow Customer Service Management pros and cons

Vendor: ServiceNow
4.1 out of 5
Badge Ranked 1
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Pros & Cons summary

ServiceNow Customer Service Management delivers impressive workflow, orchestration, and seamless integration with existing business apps. Users appreciate its ease of use, rapid processing, and cloud-based architecture, enhancing incident management through ITSM. However, pricing, integration complexities, customization limits, report download restrictions, and IVR integration challenges pose hurdles. High integration costs and a steep learning curve could affect user experience, demanding sophisticated management for upgrades while aiming for dependable performance.

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Prominent pros & cons

PROS

ServiceNow Customer Service Management offers excellent workflow capabilities, orchestration, and integration with existing business apps.
The tool provides out-of-the-box features that support all customer service processes and enables integration with ITSM for comprehensive incident and problem management.
Users appreciate the tool's speed, cloud-based nature, and ease of use, along with its stability.
ServiceNow Customer Service Management allows for seamless integration across departments like admin, finance, HR, and service, providing a unified service experience.
Its automation possibilities and integration capabilities make it a valuable asset for organizations seeking digital transformation and smooth operations.

CONS

Pricing could be better; ServiceNow should have a clearer and more flexible pricing structure.
Users face limitations when downloading reports in ServiceNow Customer Service Management, while management teams have more privileges.
Lack of customization options in ServiceNow Customer Service Management may hinder it from meeting customer demands.
IVR system integration is challenging as ServiceNow Customer Service Management does not provide a native IVR solution and requires third-party integration.
Integration costs and the learning curve are high, making the management of ServiceNow Customer Service Management complex compared to other platforms.
 

ServiceNow Customer Service Management Pros review quotes

JV
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
Mar 26, 2025
The tool is very useful as it helps us run businesses smoothly.
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ChrisJeffery - PeerSpot reviewer
Apr 22, 2024
Our organization has received excellent tech support for ServiceNow Customer Service Management.
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Buyer's Guide
ServiceNow Customer Service Management
April 2025
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: April 2025.
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Rupesh Jethwa - PeerSpot reviewer
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
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
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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PawanKumar7 - PeerSpot reviewer
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 - PeerSpot reviewer
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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UdayThentu - PeerSpot reviewer
Jun 4, 2024
The product provides flexibility in managing and categorizing the incidents.
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Joseph Chakola - PeerSpot reviewer
Nov 22, 2023
We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the tool can offer. It can be integrated with any external system. There are also automation possibilities.
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ServiceNow Customer Service Management Cons review quotes

JV
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
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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ChrisJeffery - PeerSpot reviewer
Apr 22, 2024
The product does not cater to businesses of every scale and budget.
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Buyer's Guide
ServiceNow Customer Service Management
April 2025
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: April 2025.
DOWNLOAD NOW
849,686 professionals have used our research since 2012.
Rupesh Jethwa - PeerSpot reviewer
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
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
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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PawanKumar7 - PeerSpot reviewer
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 - PeerSpot reviewer
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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UdayThentu - PeerSpot reviewer
Jun 4, 2024
The pricing must be more flexible.
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Joseph Chakola - PeerSpot reviewer
Nov 22, 2023
The product's AI feature should be improved.
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Product Categories

Product Categories
CRM Customer Engagement Centers
Customer Experience Management

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Product Categories

Product Categories
CRM Customer Engagement Centers
Customer Experience Management

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