ServiceNow Reviews

Name: ServiceNow
Brand: ServiceNow
Rating: 4.3 (217 reviews)

Vendor: ServiceNow

4.3 out of 5

217 reviews
92% willing to recommend

4,792 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 NinjaOne: ServiceNow vs NinjaOne. ServiceNow is popular among the large enterprise segment, accounting for 52% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a educational organization, accounting for 27% of all views.

Helped 849,686 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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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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Fabio QUINTANILHA

IT4IT Manager at L'Oreal

As much as possible, we use the out-of-the-box features. We do very few customizations. We follow the schedule to refresh the versions when they come up. As an end-user, I am not happy with the scalability. We have to wait a long time to buy more capacity. It is not an issue with the tool. Our team must manage it better. ServiceNow is a powerful tool. As long as we have enough users, it works. Overall, I rate the tool an eight out of ten.

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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)	Apr 30, 2025	Download
Product	Reviews, tips, and advice from real users	Apr 30, 2025	Download
Comparison	ServiceNow vs JIRA Service Management	Apr 30, 2025	Download
Comparison	ServiceNow vs ManageEngine ServiceDesk Plus	Apr 30, 2025	Download
Comparison	ServiceNow vs BMC Helix ITSM	Apr 30, 2025	Download

Title	Rating	Mindshare	Recommending
NinjaOne	4.1	3.2%	94%	18 interviews Add to research
JIRA Service Management	4.1	9.8%	93%	86 interviews Add to research

Valuable Features

ServiceNow stands out for its flexibility, allowing extensive customization and integration across IT and business departments. Its intuitive cloud-based interface supports real-time reporting, automation, and incident management. Users appreciate its robust workflow capabilities, single-record system, and wide application range including HR and finance. The platform consistently evolves, enhancing functionality with frequent updates. Organizations benefit from its efficiency in streamlining processes, consolidating resources, and improving collaboration through customizable dashboards and strong API integrations.

"Overall, I rate ServiceNow 10 out of 10."
"I recommend ServiceNow due to its stability and good security."
"The return on investment is good when implementing for ourselves and for other clients."

Room for Improvement

ServiceNow's licensing model is costly, hindering adoption and innovation. The user interface and experience require enhancement for ease of use, especially for non-technical users. Customization can lead to instability during updates, with limited API documentation posing challenges. Reporting and analytics need improvements for accessibility. Developers face difficulties with debugging tools. Documentation like the wiki requires depth and clarity. Integration capabilities demand further development. A flexible licensing model is essential for broader accessibility.

"Direct support from ServiceNow is not very good. Most of the support comes from partners, and customers heavily rely on them."
"There is a need for bug or error tracking in ServiceNow."
"There are sometimes challenges with the portal being a bit confusing for new users. The implementation of the portal and workspaces is quite different, and improvements in this area would be beneficial."

ROI

Many users expressed satisfaction with ServiceNow, noting improved efficiency and a positive return on investment, though some found it initially costly and complex. Adoption difficulties have hindered ROI realization for certain users, while others experienced improved project management and operational efficiency. Customers highlighted the solution's long-term benefits, including savings on salaries and IT expenses, though precise ROI calculations were not always made. Some organizations received ROI within months, while further development might improve outcomes.

Pricing

ServiceNow's pricing is typically high, with multi-year contracts often required, making it more accessible to large enterprises rather than small or medium-sized businesses. Users mention that the licensing costs are among the highest in the industry, though some find value in its functionality. There are options for monthly payment plans, but these may still involve significant expenses. Customization and additional modules can further increase costs, impacting overall affordability.

"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

ServiceNow is used primarily for IT service management, covering incident, change, and problem management. Organizations utilize it for asset and ticketing management, HR case management, automations, and business process management. It supports integrations with other platforms and is used for custom applications and workflows. ServiceNow enhances operational efficiency across multiple industries, including healthcare, finance, and public services, serving as a comprehensive platform for enterprise-level service and operations management.

Service and Support

Customers find ServiceNow's support generally responsive and knowledgeable, particularly for high-priority issues. However, there are reports of inconsistency in technical assistance, particularly with complex problems requiring advanced expertise. Many rely on extensive community resources and partner support for additional help. Customers appreciate quick initial responses but note delays in final resolutions. The platform's growing popularity sometimes strains resources, leading to less personalized service. Customization support frequently requires third-party involvement or escalations.

Deployment

ServiceNow's initial setup varies in complexity based on customization levels and organizational requirements. Many describe it as straightforward, particularly when using out-of-the-box functionality, although customization can increase complexity. Some benefited from vendor assistance or training, easing deployment. Experienced users found it intuitive, while those new to ITIL concepts faced challenges. Setup times ranged from a few weeks to several months, influenced by integrations, data migration, and the project's magnitude.

Scalability

ServiceNow demonstrates high scalability, with no significant issues reported in diverse implementations. Many users are satisfied with its performance across different organizational sizes. The platform supports growth, efficient implementation, and flexibility in adapting to various needs. It suits large enterprises due to its cloud-based nature, facilitating seamless integration. Some mention the need for best practices to enhance functionality and manage custom applications, while the ease of user addition and module expansion is appreciated.

Stability

ServiceNow is generally stable, with few outages. Many users report high availability and minimal issues, citing reliable performance. Some mention occasional slowness often linked to network issues or improper implementation. ServiceNow support is responsive to resolve problems. Although most agree on its robust stability, there are instances where service interruptions occur but are typically rare. Stability is heavily dependent on following best practices and proper setup, ensuring necessary adjustments improve performance.

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

27%

Computer Software Company

10%

Financial Services Firm

10%

Manufacturing Company

Government

Healthcare Company

Insurance Company

Retailer

University

Energy/Utilities Company

Comms Service Provider

Real Estate/Law Firm

Non Profit

Construction Company

Media Company

Legal Firm

Hospitality Company

Wholesaler/Distributor

Consumer Goods Company

Transportation Company

Outsourcing Company

Pharma/Biotech Company

Performing Arts

Recreational Facilities/Services Company

Logistics Company

Aerospace/Defense Firm

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