ServiceNow Reviews

Name: ServiceNow
Brand: ServiceNow
Rating: 4.3 (220 reviews)

Vendor: ServiceNow

4.3 out of 5

220 reviews
92% willing to recommend

4,422 followers

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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 53% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a educational organization, accounting for 25% of all views.

Helped 852,764 peers since 2012

Featured ServiceNow reviews

Somnath Kand

Team Lead at LTI - Larsen & Toubro Infotech

There is a need for bug or error tracking in ServiceNow. Although there are child incidents or tickets, tracking primary issues or bugs within enhancements is not present. The reporting features in the new portal could be more user-friendly. While it provides options to minimize chart and image sizes, actual implementation doesn't always reflect these changes.

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Nikhil Gohil

Solution Engineer - Digital Platform | Mobile at British American Tobacco

I haven't thought deeply about improvements for ServiceNow or what might be missing right now. There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved. I suggest making the cost more affordable for smaller companies.

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Abhinay Sharma

ServiceNow Developer at Bangmetric services pvt ltd

I primarily use ServiceNow for client development. We have specific clients, and we offer consultation for them. Our tool also handles project management For our work, ServiceNow's service catalogs and SDK integrations are the most valuable features. It offers integrations like the mid server…

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ServiceNow mindshare

Product category:

As of May 2025, the mindshare of ServiceNow in the IT Service Management (ITSM) category stands at 23.9%, down from 27.5% compared to the previous year, according to calculations based on PeerSpot user engagement data.

IT Service Management (ITSM)

PeerResearch reports based on ServiceNow reviews

Type	Title	Date
Category	IT Service Management (ITSM)	May 23, 2025	Download
Product	Reviews, tips, and advice from real users	May 23, 2025	Download
Comparison	ServiceNow vs JIRA Service Management	May 23, 2025	Download
Comparison	ServiceNow vs ManageEngine ServiceDesk Plus	May 23, 2025	Download
Comparison	ServiceNow vs BMC Helix ITSM	May 23, 2025	Download

Title	Rating	Mindshare	Recommending
GitLab	4.3	N/A	97%	84 interviews Add to research
Microsoft Power Apps	3.9	N/A	94%	94 interviews Add to research

Valuable Features

ServiceNow's most valuable features include its flexibility and customization capabilities, allowing businesses to tailor workflows and processes to their needs. Its clean web interface, compatibility with mobile devices, and ease of integration with third-party applications enhance user experience. The platform supports automation, reporting, and real-time analytics, streamlining business operations. ServiceNow's robust ITIL processes, rapid development capabilities, and extensive community support make it an ideal choice for comprehensive service management.

"I would rate ServiceNow nine out of ten."
"The features of ServiceNow that I find most valuable include its ability to easily access ticket details if you know the ticket number, monitor the timeline of when the ticket was created, and see the current status, which makes ServiceNow the best tool I have ever used."
"I have seen ROI from ServiceNow, as the client I mentioned earlier is achieving ROI for adopting this cloud-based technology."

Room for Improvement

ServiceNow's customization options and complex licensing need attention. Users report a cumbersome user interface and challenging debugging process. Pricing models are often too high and lack clarity. Documentation and training materials are inadequate, driving reliance on third-party solutions. Reporting and analytics could be more intuitive. Frequent updates create stability concerns without thorough communication and support. Performance analytics and application development require improvement, and user onboarding could benefit from more integrated, intuitive navigation and process guidelines.

"I suggest making the cost more affordable for smaller companies."
"While ServiceNow has many options, the number of options can sometimes be confusing regarding where to click or how things work, as it is based on configuration provided by the administrator."
"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."

ROI

Users note a positive ROI from ServiceNow, citing increased efficiency and cost savings over time. Although some struggle to quantify it, improvements in project management and process automation contribute to the benefits. Companies report substantial savings in money and time, particularly when integrating with other systems. While high initial costs raise concerns, many believe the investment to be worthwhile. Some see immediate ROI, while others anticipate potential benefits with further implementation.

Pricing

Enterprise buyers evaluating ServiceNow typically find it expensive. Licensing involves multi-year contracts, often on a yearly basis, and can be costly for small to medium businesses, yet more justifiable for large enterprises due to its stability and comprehensive support. Negotiation with ServiceNow and partners can reduce costs. ServiceNow offers various licensing models based on user roles, but the process can be complex, with additional expenses arising during setup and integration.

"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 use ServiceNow for IT service management, incident management, change management, and asset management. It supports functions like HR, ticketing, knowledge management, and business process automation. Companies integrate it with systems for enhanced efficiency in IT, finance, and project management. ServiceNow facilitates workflow automation and digital transformation, playing a crucial role in service desk operations and IT operational management. Users benefit from comprehensive reporting, service automation, and custom application development.

Service and Support

Customers have mixed feelings about ServiceNow's support. While responsiveness and expertise are generally praised, there are concerns about inconsistent support quality and reliance on community resources. Many note long response times, issues with customization, and variable service depending on ticket priority. Some rely heavily on partners for assistance, highlighting a gap in direct support. Overall, ratings range from satisfactory to excellent, with specific praise for fast responses and helpful guidance.

Deployment

Many users found ServiceNow's initial setup straightforward, especially with predefined configurations. Customization increased complexity, often requiring expertise or external partners. Experience varied widely; some achieved rapid deployments, while others faced prolonged implementations due to organizational needs or internal challenges. Industry familiarity and predefined processes simplified transitions. For larger, complex deployments, involving trained resources for configuration and integration proved crucial. The cloud-based nature facilitated easier deployments and updates for experienced teams.

Scalability

ServiceNow consistently demonstrates robust scalability, efficiently supporting diverse organizational needs. Users praise its seamless expansion, handling increased user loads and integrating various applications without performance degradation. While some note potential costs and configuration complexity, the cloud-based infrastructure ensures flexibility and adaptability across global deployments. Scalability challenges more often stem from organizational processes rather than ServiceNow itself, highlighting its ability to grow with user requirements. Many report satisfactory experiences scaling up to accommodate thousands of users.

Stability

ServiceNow is highly stable with minimal downtime and robust performance. Users experience consistent availability, reliability, and responsiveness, praising its cloud-based architecture. Minor issues related to network or customized implementation occasionally arise, but ServiceNow's support efficiently resolves these. Many find it exceptional in handling enterprise demands, though some have encountered rare bugs. The platform's capacity to manage high transaction volumes effectively assures users of its operational dependability and scalability.

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

By visitors reading reviews

Top industries

By visitors reading reviews

Educational Organization

25%

Computer Software Company

11%

Financial Services Firm

10%

Manufacturing Company

Government

Healthcare Company

Retailer

Insurance Company

University

Energy/Utilities Company

Comms Service Provider

Real Estate/Law Firm

Construction Company

Non Profit

Media Company

Legal Firm

Hospitality Company

Wholesaler/Distributor

Consumer Goods Company

Transportation Company

Outsourcing Company

Pharma/Biotech Company

Performing Arts

Recreational Facilities/Services Company

Aerospace/Defense Firm

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