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ServiceNow pros and cons

Vendor: ServiceNow

4.3 out of 5

231 reviews
92% willing to recommend

Pros & Cons summary

ServiceNow offers extensive customizations, integrations, and automation to enhance productivity and streamline IT service management processes. The cloud-based platform consolidates functionalities and ensures continuous updates but faces challenges due to high licensing costs, complex setup, and a steep learning curve. Despite its potential to increase efficiency, users experience performance issues and unreliable technical support, posing difficulties for businesses seeking a cost-effective and responsive solution to meet organizational needs.

Buyer's Guide

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

Prominent pros & cons

PROS

ServiceNow offers extensive customizations and integrations, providing flexibility to meet specific organizational needs.

Its cloud-based nature ensures continuous updates, reducing the need for manual patches and revisions.

ServiceNow streamlines IT service management processes, leading to improved efficiency and faster response times.

The platform enables the consolidation of various functionalities, reducing the need for multiple separate solutions.

ServiceNow's automation capabilities significantly enhance productivity and save time across different departments.

CONS

ServiceNow's licensing and pricing are considered expensive, posing challenges for businesses looking for cost-effective solutions.

ServiceNow's deployment and initial setup are complex and demand significant internal resources, which complicates the implementation process.

ServiceNow requires a steep learning curve, making it challenging for users without prior experience to effectively utilize the platform.

ServiceNow's technical support is often criticized for lacking responsiveness and knowledgeability, making resolution of issues challenging.

ServiceNow suffers from performance issues, including bugginess and slow response times, impacting efficiency and causing user frustration.

ServiceNow Pros review quotes

Hemanthreddy Vakiti

Data engineer at a tech vendor with 10,001+ employees

Apr 3, 2026

Productivity has increased since integrating ServiceNow because SLAs have been met in almost 99% of cases.

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reviewer2832981

Cloud Administrator at a retailer with 10,001+ employees

May 12, 2026

ServiceNow has impacted our organization very positively, and we are improving day by day.

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MT

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

Jul 22, 2025

The impact of ServiceNow's self-service portal on IT staff dependency levels has shown a dramatic improvement.

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Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: April 2026.

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Shafqat Paracha

General Manager at sPerception IT

May 15, 2025

I have seen ROI from ServiceNow, as the client I mentioned earlier is achieving ROI for adopting this cloud-based technology.

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Vice President Delivery & Operations at Rezilyens

Oct 23, 2025

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.

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Senior Consultant at a consultancy with 10,001+ employees

Jan 12, 2026

ServiceNow is one of the best tools in the industry for production support people, for incident and production ticket management.

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Product Developer at Cognizant

Apr 8, 2026

ServiceNow offers a great return on investment because it saves us a lot of time and increases the efficiency of team members to complete their tickets and work on the PRBs to solve the root cause.

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Senior Business Manager at a tech vendor with 10,001+ employees

May 11, 2026

ServiceNow is open and does not restrict you from doing a lot of things, giving you a lot of flexibility to integrate, build legacy applications, and providing a lot of functionalities.

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Senior Business Manager at a tech vendor with 10,001+ employees

May 10, 2026

Over the years, ServiceNow has streamlined my IT service management processes to a very standard level.

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reviewer2810895

Application Development Associate & Manager at a tech vendor with 10,001+ employees

Mar 21, 2026

We definitely see a return on investment, particularly regarding time saved, as automation has enabled us to move invoices to customers much faster than before, saving five to ten days of cycle time for each invoice.

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ServiceNow Cons review quotes

Hemanthreddy Vakiti

Data engineer at a tech vendor with 10,001+ employees

Apr 3, 2026

I think the licensing and pricing of ServiceNow is quite expensive compared to other tools.

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reviewer2832981

Cloud Administrator at a retailer with 10,001+ employees

May 12, 2026

UI simplification is necessary as the interface can feel complex for new users who are unable to understand how to use this tool.

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MT

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

Jul 22, 2025

ServiceNow claims to help a lot, but once you sell the product, it's as if you're on your own.

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Free Report: ServiceNow Reviews and More

Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: April 2026.

895,891 professionals have used our research since 2012.

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Shafqat Paracha

General Manager at sPerception IT

May 15, 2025

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.

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Vice President Delivery & Operations at Rezilyens

Oct 23, 2025

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.

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Senior Consultant at a consultancy with 10,001+ employees

Jan 12, 2026

One area of improvement is the user interface.

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Product Developer at Cognizant

Apr 8, 2026

Everything is really good, but I believe ServiceNow should improve the pricing. If they are costing that much, they should not have any server crashes because we occasionally face server kind of issues when we are moving from one environment to another.

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Senior Business Manager at a tech vendor with 10,001+ employees

May 11, 2026

Their licensing cost is significant. The pricing is high.

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Senior Business Manager at a tech vendor with 10,001+ employees

May 10, 2026

I find the pricing of ServiceNow to be high and somewhat reasonable.

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reviewer2810895

Application Development Associate & Manager at a tech vendor with 10,001+ employees

Mar 21, 2026

ServiceNow can be improved primarily in terms of licensing.

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