ServiceNow Reviews

Name: ServiceNow
Brand: ServiceNow
Rating: 4.2 (223 reviews)

4.2 out of 5

223 reviews
91% willing to recommend

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 66% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 13% of all views.

Helped 865,295 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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Ritesh Dogra

Growth and Partnerships at Multiplier AI

ServiceNow's customization is not too agile in those cases; it takes a little bit of time. They should integrate open-source LLM tools and make it a further low-code, no-code build with GenAI. I'm not sure if it is there, but if they can make it a no-code, low-code with GenAI, that would be much better.

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ServiceNow mindshare

Product category:

As of August 2025, the mindshare of ServiceNow in the IT Service Management (ITSM) category stands at 22.1%, down from 26.9% 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)	Aug 20, 2025	Download
Product	Reviews, tips, and advice from real users	Aug 20, 2025	Download
Comparison	ServiceNow vs JIRA Service Management	Aug 20, 2025	Download
Comparison	ServiceNow vs BMC Helix ITSM	Aug 20, 2025	Download
Comparison	ServiceNow vs ManageEngine ServiceDesk Plus	Aug 20, 2025	Download

Title	Rating	Mindshare	Recommending
GitLab	4.2	N/A	97%	85 interviews Add to research
Qualys VMDR	4.1	N/A	94%	94 interviews Add to research

Valuable Features

ServiceNow's most valuable features include its high configurability, allowing tailored customization for diverse needs. Organizations value its clean, fast web interface and compatibility with various devices. The strong community engagement and regular updates enhance its flexibility. Its robust integration capabilities enable seamless connections across systems. The centralized platform supports incident management, change tracking, automation, and comprehensive reporting, making it optimal for diverse business scenarios, enhancing efficiency, reducing manual efforts, and promoting real-time process visibility.

"The impact of ServiceNow's self-service portal on IT staff dependency levels has shown a dramatic improvement."
"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."

Room for Improvement

ServiceNow users highlight the need for a better licensing model, improved UI, and streamlined reporting capabilities. There are concerns about high customization leading to issues when upgrading versions. Users find the platform complex, especially for non-technical users, and express a demand for more intuitive interfaces and thorough documentation for certain features. Additionally, pricing is considered expensive, and organizations desire more effective support and integration capabilities.

"ServiceNow claims to help a lot, but once you sell the product, it's as if you're on your own."
"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."

ROI

Many users find ServiceNow offers positive ROI through improved efficiency and faster processes, reducing manual tasks and saving costs over time. Although some experience delays in realizing ROI due to adoption challenges, others highlight the benefits of integration with existing tools and time-saving features. Cost reductions in IT infrastructure are noted, particularly moving from on-premises to cloud. Despite varying timelines for ROI realization, users appreciate enhanced project management and operational streamlined advantages.

Pricing

ServiceNow pricing is often seen as expensive, with licensing costs based on a per-user, per-month model. Enterprises find value in its capabilities but note the complex and evolving licensing structure, with 'Process Users' costing more than 'CreateNow Users'. Costs can vary significantly based on negotiation skills. Yearly contracts are standard, with potential for comped licenses during peak seasons. Despite high costs, ServiceNow offers considerable functionality and scalability, making it a competitive option for large enterprises.

"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, covering functions such as incident management, change management, and ticketing. Additionally, it supports HR processes, asset management, problem management, and project management. Organizations also utilize it for workflow automation, service catalog management, and integrated risk management. Users leverage custom applications and integrations to optimize business operations and enhance communication. Many entities utilize ServiceNow to streamline service desk operations and improve efficiency.

Service and Support

ServiceNow customer service is praised for responsiveness and helpfulness, though complexity affects consistency. Support is efficient and quick, often pointing users to community resources. Ratings vary, typically between 7 and 9 out of 10. Technical support provides good service, but gaps exist, particularly in customization. Some users report fast resolutions; others note delays in more complex issues. Many rely on third-party partners for support, appreciating community involvement and shared resources. A few mention room for improvement in response times.

Deployment

ServiceNow's initial setup often appears straightforward, especially for those with prior experience or clear process understanding. However, complexity can arise with significant customizations or when an organization lacks expertise. Consultants or implementation partners significantly facilitate the process, making it manageable. Implementing out-of-the-box features typically proves easier, while heavy customizations can lead to challenges. Training and planning are crucial to smooth execution, with implementation times varying based on the organization's specific requirements and scale.

Scalability

ServiceNow scales effectively, accommodating both small and large enterprise needs. Organizations experience minimal scaling issues and appreciate the platform’s flexibility and cloud-based scalability. Performance can be affected by customer-specific implementations, yet most users report positive experiences with scaling and performance. Instances of scalability challenges are addressed through sufficient support and infrastructure upgrades, with ServiceNow providing the necessary adaptability for various user bases across diverse environments.

Stability

ServiceNow is generally stable according to various users. Most report no downtime or disruptions, with only occasional performance issues often linked to network or configuration errors. Many appreciate its high availability and reliability, estimating near 99% uptime. Though some have had isolated incidents, ServiceNow support promptly addresses concerns. While certain implementations or customizations may introduce challenges, the standard platform remains robust and dependable for most 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

By visitors reading reviews

Top industries

By visitors reading reviews

Computer Software Company

13%

Financial Services Firm

12%

Manufacturing Company

10%

Government

Healthcare Company

Retailer

Insurance Company

University

Energy/Utilities Company

Educational Organization

Comms Service Provider

Construction Company

Non Profit

Real Estate/Law Firm

Performing Arts

Media Company

Legal Firm

Consumer Goods Company

Transportation Company

Outsourcing Company

Hospitality Company

Wholesaler/Distributor

Pharma/Biotech Company

Recreational Facilities/Services Company

Aerospace/Defense Firm

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