ServiceNow Reviews

Name: ServiceNow
Brand: ServiceNow
Rating: 4.3 (227 reviews)

Vendor: ServiceNow

4.3 out of 5

227 reviews
91% willing to recommend

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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, #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 58% 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 886,468 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.

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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.

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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.

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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 12, 2026	Download
Product	Reviews, tips, and advice from real users	Apr 12, 2026	Download
Comparison	ServiceNow vs JIRA Service Management	Apr 12, 2026	Download
Comparison	ServiceNow vs ManageEngine ServiceDesk Plus	Apr 12, 2026	Download
Comparison	ServiceNow vs Freshservice	Apr 12, 2026	Download

Valuable Features

ServiceNow's most valuable features include customization, ease of use, and flexibility. It offers robust incident management, automation, and integration capabilities. The platform supports rapid development, allowing users to build custom apps with low-code tools. It enhances productivity by streamlining workflows, managing incidents, and enabling real-time reporting. Users appreciate its cloud-based accessibility, intuitive interface, and comprehensive service management. Its ability to centralize IT operations and improve efficiency aligns well with diverse business needs.

"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."
"What I like the most is that it's a common service data model and the fact that everything is available on one platform."

Room for Improvement

ServiceNow's main areas needing improvement include its pricing and licensing structure, which many find prohibitively expensive, particularly for smaller organizations. User interface complexity and lack of intuitiveness are other points of concern. The need for better integration capabilities with third-party tools is evident. Reporting and analytics could be more user-friendly and accessible to non-technical users. Improvements in training, support services, and documentation can enhance overall user experience. The discovery features and customization options could be more robust.

"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."
"The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."

ROI

ServiceNow offers substantial time-saving benefits, enhancing efficiency and productivity for users. Although initial costs are higher, investments lead to positive results over time. Savings often manifest within 6 to 12 months, varying by organization. ServiceNow's automation capabilities reduce manual workloads, translating into fewer personnel needs and improved integration with tools like Microsoft Teams. Users appreciate the centralization of data, improved reporting features, and the ability to track activities, significantly aiding decision-making processes.

Pricing

ServiceNow's pricing is perceived as high, with licensing often being a significant cost factor for enterprises. Many users highlight that while initial licensing can be expensive, ServiceNow's functionality and integration capabilities often justify the cost. The licensing model is complex, with many enterprises negotiating terms for better rates. Users feel the setup costs are substantial, and the price varies by region and scale, making it most suitable for larger organizations seeking comprehensive ITSM solutions.

"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 for IT service management, incident tracking, ticketing, and workflow automation across multiple sectors. Organizations leverage it for asset management, HR, finance operations, and IT operations management. It effectively integrates with various platforms and tools for seamless automations and data management. Additionally, it supports ITSM, ITOM, and custom applications, helping manage incidents, changes, and comprehensive reporting. Companies employ ServiceNow for agile management, business developments, and service delivery enhancements.

Service and Support

ServiceNow's customer support is frequently described as responsive, helpful, and knowledgeable, with many users finding the community active and supportive. Some users note inconsistencies and a need for improvement in technical support, mentioning a reliance on community and partner resources. While many rate customer service between 7 and 9 out of 10, some express that first-level support could be better. Overall, ServiceNow receives praise for quick responses and extensive resources but could enhance technical support efficiency.

Deployment

ServiceNow's initial setup experiences range from straightforward to complex. Many found it easy with clear processes, while others faced challenges due to customizations or organizational complexity. Some noted the importance of having skilled implementers or partners. Timeframes for deployment varied, often influenced by specific company requirements and the breadth of customization. While cloud-based deployment simplifies certain aspects, highly customized needs can complicate the process, necessitating experienced personnel or third-party assistance.

Scalability

ServiceNow is widely praised for its scalability across various industries. Clients report excellent flexibility in expanding usage, with some highlighting its seamless scalability in handling thousands of users. Performance remains stable even during growth, although minor concerns exist around custom applications and infrastructure adjustments. Users appreciate ServiceNow’s cloud-based deployment which offers quick scaling and adaptability. Organizations find it suitable for both small teams and large enterprises, ensuring consistent performance with growing demands.

Stability

ServiceNow exhibits strong stability, with minimal downtime and reliable performance. Users report rare outages mostly tied to internet or external factors. Occasionally, minor bugs and latency are observed, but these do not significantly impact daily operations. Its cloud-based nature ensures great scalability and performance, although some users mention slow response times with heavy usage. Engaging customer support resolves most issues efficiently, maintaining a high satisfaction rate among users.

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	144

By reviewers

By visitors reading reviews
Company Size	Count
Small Business	1072
Midsize Enterprise	639
Large Enterprise	2358

By visitors reading reviews

Top industries

By visitors reading reviews

Financial Services Firm

12%

Manufacturing Company

10%

Computer Software Company

Government

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

Non Profit

Transportation Company

Real Estate/Law Firm

Media Company

Legal Firm

Hospitality Company

Wholesaler/Distributor

Pharma/Biotech Company

Aerospace/Defense Firm

Recreational Facilities/Services Company

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

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.
Programmer Analyst 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.
Consultant at National Australian Bank	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.
Associate Vice President at Wissen infotech	4.5	I find ServiceNow excellent for ITSM, praising its AI features and positive impact on time and money savings. Stability is perfect. While support could improve its response time, I rate the solution highly at 9/10, especially for enterprise use.

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

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