ServiceNow Reviews

Name: ServiceNow
Brand: ServiceNow
Rating: 4.2 (222 reviews)

Vendor: ServiceNow

4.2 out of 5

222 reviews
91% willing to recommend

4,128 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 8.4 out of 10. ServiceNow is most commonly compared to GitLab: ServiceNow vs GitLab. ServiceNow is popular among the large enterprise segment, accounting for 60% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a educational organization, accounting for 14% of all views.

Helped 860,632 peers since 2012

Featured ServiceNow reviews

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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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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ServiceNow mindshare

Product category:

As of July 2025, the mindshare of ServiceNow in the IT Service Management (ITSM) category stands at 21.8%, down from 27.0% 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)	Jul 5, 2025	Download
Product	Reviews, tips, and advice from real users	Jul 5, 2025	Download
Comparison	ServiceNow vs JIRA Service Management	Jul 5, 2025	Download
Comparison	ServiceNow vs BMC Helix ITSM	Jul 5, 2025	Download
Comparison	ServiceNow vs ManageEngine ServiceDesk Plus	Jul 5, 2025	Download

Title	Rating	Mindshare	Recommending
GitLab	4.2	N/A	97%	85 interviews Add to research
Microsoft Power Apps	3.9	N/A	94%	94 interviews Add to research

Valuable Features

ServiceNow offers extensive flexibility and customization, facilitating incident and change management. Its robust integration capabilities with third-party applications and out-of-the-box APIs enhance operational efficiency. Users appreciate its cloud-based, user-friendly interface, ease of use, automation, and workflow features. The ability to consolidate tasks, manage services, automate workflows, and track issues effectively are highly valued. Continuous updates and innovations, including automation and AI tools, further optimize IT service processes and collaboration.

"I have definitely seen a positive impact of ServiceNow on our company and customer processes, including time savings and money savings."
"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."

Room for Improvement

ServiceNow faces challenges with pricing, which is high for many users. The user interface is often seen as complex and not user-friendly. Reporting and analytics could be more intuitive. Mobile capabilities are limited. Licensing models can cause confusion. Integration with third-party tools needs improvement. There is a need for enhanced support and better documentation. Performance and load times are areas for potential enhancement. Customization complexities can lead to difficulties during software updates.

"ServiceNow's customization is not too agile in those cases; it takes a little bit of time."
"Time to respond from support could definitely be better, as the global support timing sometimes causes delays in interactions."
"I suggest making the cost more affordable for smaller companies."

ROI

Many users experience positive ROI with ServiceNow, noting increased efficiency and time-saving benefits. Implementations often save costs by eliminating on-prem infrastructure expenses. While some have high initial costs, ROI becomes evident over time. Users mention improved project management and streamlined processes contributing to ROI, and while adoption issues can delay value realization, many report satisfaction with the investment, highlighting benefits like integrating with other tools and enhancing internal processes.

Pricing

ServiceNow's pricing is often described as expensive, particularly for small to mid-sized companies, but more manageable for large enterprises, which might benefit from volume discounts or customized contracts. Licensing costs are based on user roles and functionalities, often requiring careful negotiation to optimize expenses. While some users note value in the platform's comprehensive capabilities, others emphasize the need for clear cost structures and better licensing flexibility to justify the investment for various business sizes.

"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 primarily used for IT Service Management, including incident, change, and problem management. Organizations apply it to track software assets, HR case management, and service desk functions. They utilize it as a ticketing system, for IT operations, and business management, often integrating with other security and service tools. It also supports custom applications, workflow automation, asset management, communication, and operations management across multiple departments and organizations.

Service and Support

ServiceNow's customer support and assistance are generally seen as effective but show inconsistencies. Many users appreciate the quick responses and problem-solving skills, though large-scale growth has affected satisfaction. Community resources are noted as highly helpful. While some rate support highly, others face challenges with delays and rely on community and partner networks. The complexity of issues and external development teams often influence feedback, highlighting a need for continuous improvement and resource allocation.

Deployment

Many found ServiceNow's initial setup straightforward, especially with prior experience or an implementation partner. Training eased the process, although heavy customization increased complexity. Deployments varied in duration. Organizations implementing minor changes transitioned quickly, while those requiring extensive customizations faced challenges. Leveraging out-of-the-box features streamlined setup. Documentation and best practices played a vital role in simplifying deployment. Staff requirements depended on project complexity; smaller teams handled basic setups, whereas larger, intricate setups required additional resources.

Scalability

ServiceNow scales effectively, supporting large organizations with thousands of users. Many praise its ability to handle increasing demands without major performance issues. Its cloud-based nature facilitates seamless expansion, allowing extensive user integration. However, some mention custom configurations impacting scalability. Organizational practices and external factors sometimes affect scalability rather than ServiceNow itself. Most users report satisfactory scaling capabilities, even in complex, global implementations, while technical support helps resolve any arising challenges.

Stability

Users find ServiceNow to be highly stable with minimal issues encountered. Downtime is rare, and any problems are often due to external factors like network issues rather than ServiceNow itself. Users highlight its reliability and robust cloud-based infrastructure, ensuring continuous operation. Some note minor performance slowness, usually related to user customization. ServiceNow support is praised for prompt assistance. Many rate its stability between eight to ten out of ten, showing strong overall user satisfaction.

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

14%

Computer Software Company

12%

Financial Services Firm

11%

Manufacturing Company

Government

Healthcare Company

Insurance Company

Retailer

Energy/Utilities Company

University

Comms Service Provider

Real Estate/Law Firm

Non Profit

Construction Company

Media Company

Legal Firm

Performing Arts

Consumer Goods Company

Transportation Company

Hospitality Company

Wholesaler/Distributor

Outsourcing Company

Pharma/Biotech Company

Recreational Facilities/Services Company

Aerospace/Defense Firm

Logistics Company

Marketing Services 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