ServiceNow Reviews

Name: ServiceNow
Brand: ServiceNow
Rating: 4.3 (228 reviews)

Vendor: ServiceNow

4.3 out of 5

228 reviews
92% willing to recommend

Leave a review

What is ServiceNow?

ServiceNow offers customizability and cloud-based integration that sustains operational efficiency. Enabling change and incident management, it accelerates workflow automation and project management without downtime issues, serving deployment needs for IT service and productivity enhancements.

Get the ServiceNow Buyer's Guide and find out what your peers are saying about ServiceNow, GitLab, Qualys VMDR and more!

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, #2 ranked solution in top Rapid Application Development Software, and #2 ranked solution in top No-Code Development Platforms. 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 57% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 12% of all views.

Helped 891,869 peers since 2012

Featured ServiceNow reviews

Hemanthreddy Vakiti

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

I think the licensing and pricing of ServiceNow is quite expensive compared to other tools. For large organizations, it is acceptable, but specifically for small and medium organizations to track incidents or change requests, ServiceNow is quite expensive. Sometimes performance can be slow when workflows and integrations are configured for complex tasks. For advanced customizations or advanced features which we rarely use, the documentation is not up to standard. The documentation needs to be improved for advanced customization features. However, the platform is stable overall and the features are quite good. The user experience and performance concerns I mentioned are areas I want to be improved. When many workflows and interactions are configured, performance is slow. For the features it is providing, it is quite expensive. If these performance features are improved, we can easily pay that price and get the return on investment.

Read full review

MichaelTang1

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

I think that nothing needs to be improved with the product; you just need the user to commit and spend appropriate time to overcome that learning curve. Once that is done, the product itself is pretty wonderful. I've seen a very nicely built interface with ServiceNow, and I've also seen the ugliest version that feels outdated. ServiceNow does allow that team to exist. They should modernize their fonts and their layout, the UI friendliness. They did introduce AI, chatbots, and AI on the back end, so that's wonderful and extremely useful if you train it. If you don't train it, it's pretty useless. Assessing the impact of ServiceNow's automation on service delivery times is complicated. The engineers who operate on ServiceNow find it isn't straightforward because the data set is accessible by everybody. The problem is that understanding how to manage that data set requires an enormous amount of engineering skill set to run the product. I would not hand the key to the customer; I would highly recommend that ServiceNow take control of that. Instead of offering support for the software, they should offer administrative support for the software. They should provide professional service or some kind of support system that allows us to use their product at a faster pace. I'm sure they offer something, but it's often outrageously expensive, or they rely on another company to resell their product and offer professional service. It makes no sense in my opinion, and they should offer the team at the front to help customize the product to fit each company's needs, as every company has different demands and forms of submitting a request that need adjustment over time.

Read full review

Shafqat Paracha

General Manager at sPerception IT

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. Additionally, its presence in the local market is very limited; in Pakistan, for example, I don't see any vendor or distributor of ServiceNow available. They need to increase their sales spectrum globally so people can easily access them and engage them for client meetings and more. From a functionality perspective, the features in ServiceNow are acceptable as, at the moment, the ITSM modules rank highly, being 13 plus Pink Elephant certified, which is a good aspect to have. When providing advice to users, I would suggest they consider making strategic decisions about their per user pricing since it is very high. In our region, people normally start with 5 to 10 users, but the per user price is quite steep. Moreover, ServiceNow does not charge based on data uploaded or downloaded, so they should reconsider their pricing and data policies to align better with the financial capabilities of the region.

Read full review

ServiceNow mindshare

Product category:

As of April 2026, the mindshare of ServiceNow in the IT Service Management (ITSM) category stands at 14.9%, down from 24.2% compared to the previous year, according to calculations based on PeerSpot user engagement data.

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
ServiceNow	14.9%
JIRA Service Management	7.0%
BMC Helix ITSM	5.4%
Other	72.7%

IT Service Management (ITSM)

PeerResearch reports based on ServiceNow reviews

Type	Title	Date
Category	IT Service Management (ITSM)	Apr 28, 2026	Download
Product	Reviews, tips, and advice from real users	Apr 28, 2026	Download
Comparison	ServiceNow vs JIRA Service Management	Apr 28, 2026	Download
Comparison	ServiceNow vs ManageEngine ServiceDesk Plus	Apr 28, 2026	Download
Comparison	ServiceNow vs Freshservice	Apr 28, 2026	Download

Valuable Features

ServiceNow's strength lies in customization, enabling rapid adaptation to business needs. Valuable features include flexibility, integration capabilities, cloud-based access, and a robust ticketing system. It excels in incident, change, problem, and asset management while offering strong workflow automation. Users appreciate the platform's ease of use, scalability, reporting, and real-time analytics. ServiceNow promotes efficiency and productivity by streamlining processes, allowing seamless collaboration, and providing an excellent user experience. It consistently improves user engagement and operational effectiveness.

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

Room for Improvement

ServiceNow faces several challenges, including expensive licensing models. Users report issues with its user interface, which is not always intuitive, and complex setup processes. Performance analytics could be simplified, and there is a need for improved notification systems and better security features. Users also express concerns with frequent updates, inadequate customer support, and limited integration capabilities with third-party tools. Pricing is a significant barrier, especially for smaller businesses seeking affordable IT management solutions.

"ServiceNow can be improved primarily in terms of licensing."
"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."
"I think the licensing and pricing of ServiceNow is quite expensive compared to other tools."

ROI

ServiceNow offers substantial ROI through enhanced efficiency, despite its cost. Users report time-saving benefits by automating processes and improving team efficiency. Many achieve ROI within six months to five years. It streamlines IT management, helping track spending and improve resource allocation. Improved process management and automation lead to significant savings in man-hours and operating costs. Users appreciate the value in managing ITSM, with faster response times and seamless integration across applications and services.

Pricing

ServiceNow's pricing is generally considered high, with licensing often a negotiation point. Enterprise users report complexities in the licensing model, contributing to increased costs as it scales across the organization. Setup costs are substantial, impacting budget planning, especially for large corporations. While some find the price fair for the features offered, comparisons reveal ServiceNow is more expensive than competitors like Jira. Subscription models offer flexibility, with annual and monthly options available, but pricing varies significantly depending on usage and organizational size.

"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 utilized for a wide range of use cases, primarily focusing on IT service management, incident and change management, asset management, and automation. Organizations use it to handle help desk operations, ticketing, HR service delivery, business processing, and IT operations management. It supports workflow automation, creates custom applications, integrates with various platforms, and provides comprehensive dashboards for project management and reporting. ServiceNow helps streamline processes across multiple departments and sectors.

Service and Support

ServiceNow's customer service and support are responsive and knowledgeable, with many users praising their speed and helpfulness. The community and resources like forums and wikis are beneficial, offering additional support avenues. However, some find consistency in technical support lacking and experience longer response times as complexity increases. Users acknowledge reliance on partners for certain needs. Generally, ServiceNow's support is rated highly, although areas such as detailed documentation and personalized support could still improve.

Deployment

ServiceNow's initial setup is frequently straightforward, especially when sticking to out-of-the-box configurations. However, complexity can arise with customizations and large-scale deployments. Many users highlight the importance of pre-planning, having skilled implementation specialists, and gradual implementation phases. Experiences vary based on project scope, with timelines ranging from weeks to several months. The cloud-based nature simplifies installation, but customization needs and organizational constraints can complicate processes.

Scalability

ServiceNow demonstrates high scalability, accommodating a wide range of user bases. Many users find it suitable for both small and large enterprises, citing its capacity to manage thousands of users efficiently. Organizations are impressed by its cloud capabilities and customization options, allowing seamless integration and expansion. While generally seen as robust, some point out scalability costs and challenges in handling non-IT assets. ServiceNow's flexibility contributes to its adaptability and widespread adoption.

Stability

ServiceNow is typically stable, with most users reporting minimal downtime. Many do not experience significant issues, crediting good performance and reliable cloud infrastructure. Occasional bugs and slowdowns are usually remedied by support, and outages are rare. While some express concerns over network-related slowness or updates, the majority praise its consistent availability. Its scalability and lack of crashes make it a preferred choice for various organizations.

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
Company Size	Count
Small Business	42
Midsize Enterprise	25
Large Enterprise	145

By reviewers

By visitors reading reviews
Company Size	Count
Small Business	1067
Midsize Enterprise	628
Large Enterprise	2287

By visitors reading reviews

Top industries

By visitors reading reviews

Financial Services Firm

12%

Manufacturing Company

10%

Government

Computer Software Company

Healthcare Company

University

Comms Service Provider

Retailer

Construction Company

Energy/Utilities Company

Insurance Company

Educational Organization

Outsourcing Company

Performing Arts

Marketing Services Firm

Consumer Goods Company

Transportation Company

Non Profit

Real Estate/Law Firm

Legal Firm

Media Company

Wholesaler/Distributor

Hospitality Company

Pharma/Biotech Company

Aerospace/Defense Firm

Recreational Facilities/Services Company

Logistics Company

Compare ServiceNow with alternative products

Learn more about ServiceNow

ServiceNow stands out with its adaptable workflows and cloud-native infrastructure, boosting IT service, project, and asset management. Known for its robust incident and change management, the platform addresses business needs through its user-centric design and extensive integration options. By facilitating seamless IT operations and automation, ServiceNow empowers businesses to enhance productivity and efficiency. Regular updates ensure users benefit from the latest features without service interruptions, although pricing and licensing complexities demand attention. Users seek improved reporting tools and a more intuitive design while expressing interest in refined mobile functionality and better documentation.

What are the key features of ServiceNow?

Customizability: Enables tailored workflows to align with business processes.
Cloud-Based Integration: Allows seamless updates and operational sustainability.
Incident and Change Management: Supports efficient handling of IT-related issues.
Automation Capabilities: Automates repetitive tasks, enhancing productivity.
User-Friendly Design: Simplifies navigation and improves user interaction.
Comprehensive Reporting: Provides detailed insights for better decision-making.

What benefits and ROI should users anticipate from ServiceNow?

Improved Efficiency: Streamlines processes and reduces manual efforts.
Enhanced Productivity: Automates tasks, enabling focus on strategic initiatives.
Seamless Operations: Integrates across departments for unified management.
Effective IT Management: Smooth incident, change, and problem resolution.
Cost and Time Savings: Reduces operational costs through efficient workflow management.

ServiceNow finds implementation across industries like IT, HR, asset management, and help desks, addressing ticketing and configuration needs. Businesses use its dashboard for tracking performance metrics, enhancing decision-making in departments like HR service delivery. Its adaptability also makes it suitable for industries requiring robust operational management and process automation, driving efficiency and growth.

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

Author info	Rating	Review Summary
Data engineer at a tech vendor with 10,001+ employees	4.0	I use ServiceNow for incident and change management, valuing its SLA notifications, user-friendly interface, and productivity boost. However, I find it expensive, sometimes slow with complex workflows, and its advanced documentation needs improvement.
Manager of Security Engineering & Architecture at a outsourcing company with 5,001-10,000 employees	5.0	I rate ServiceNow a 10 for its single data set, customization, and improved self-service. Despite its steep learning curve and need for high engineering skill, my main concern is the lack of direct administrative support post-purchase.
General Manager at sPerception IT	4.5	I successfully migrated a client to ServiceNow, finding its flexible architecture and ROI beneficial by cutting on-prem costs. My main concerns are the high pricing and limited local market presence/support, though setup was straightforward.
Vice President Delivery & Operations at Rezilyens	4.5	I find ServiceNow comprehensive, stable, and scalable for IT incident handling, monitoring, and service desk, with AI. Its high pricing and complex, poorly communicated updates are my main concerns, despite good support and ROI.
Senior Consultant at a consultancy with 10,001+ employees	4.5	I value ServiceNow for incident management, especially its lifecycle tracking, root cause analysis, and MTTR reduction. It’s stable, but I'd appreciate UI fixes and AI integration for automation. I rate it 9/10.
Application Development Associate & Manager at a tech vendor with 10,001+ employees	3.5	I extensively use ServiceNow for ITSM and custom applications, valuing its workflow, integrations, and AI capabilities. It's stable and scalable, providing significant ROI. However, I find its complex, high licensing costs a major area for improvement.
Product Developer at a tech vendor with 10,001+ employees	4.0	I find ServiceNow excellent for incident tracking, boosting my team's efficiency and offering great scalability. While it's expensive with occasional server crashes and basic visualizations, its user-friendliness and ROI make it a valuable tool.
Workload Automation at nab	5.0	I find ServiceNow excellent for ticket management, offering strong automation, scalability, and reporting. It significantly improved our efficiency from manual processes, saving time and money, with great 24/7 customer support.

ServiceNow Reviews

What is ServiceNow?

Featured ServiceNow reviews

ServiceNow mindshare

PeerResearch reports based on ServiceNow reviews

Valuable Features

Room for Improvement

ROI

Pricing

Popular Use Cases

Service and Support

Deployment

Scalability

Stability

Review data by company size

Top industries

Compare ServiceNow with alternative products

Learn more about ServiceNow

ServiceNow customers

Related questions

Product Categories

Popular Comparisons

Title	Rating	Mindshare	Recommending
GitLab	4.2	N/A	97%	91 interviews Add to research
Qualys VMDR	4.2	N/A	94%	96 interviews Add to research