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ServiceNow pros and cons

Vendor: ServiceNow

4.3 out of 5

225 reviews
91% willing to recommend

Pros & Cons summary

ServiceNow is a cloud-based platform that ensures seamless integration with third-party applications, enhancing workflow and functionality. It offers robust analytics for tracking work and predicting issues, and its scalable design suits diverse business needs. However, with high costs, complex deployment, and delayed discovery capabilities, it can challenge smaller companies. Improved automation and more budget-friendly pricing could broaden its appeal to a wider range of users.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

ServiceNow is cloud-based, ensuring it's always current and users don't need to worry about patches or revisions.

It offers seamless integration with third-party applications, enhancing workflow and functionality.

The analytics and reporting features allow organizations to track work, monitor trends, and predict potential issues.

The workflow engine allows for process structuring and visibility, making change and task management highly efficient.

ServiceNow's flexibility and scalability make it suitable for various business needs and IT service management tasks.

CONS

ServiceNow is considered expensive and its pricing could be improved to be more budget-friendly.

Complexity in setup and deployment often requires significant resources and experience.

ServiceNow's discovery capabilities are not immediate and can have delays, impacting asset management and ticketing processes.

There is a need for improved automation and reporting capabilities, including easier integration with other tools and platforms.

Licensing and cost structure need refinement to attract a broader range of users including smaller companies.

ServiceNow Pros review quotes

Director of Infrastructure at a tech company with 51-200 employees

May 28, 2012

If you can afford it, this is the premium Service Management suite out there.

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CareWorks Tech at a tech services company with 501-1,000 employees

Jun 28, 2015

The flexibility of the product in regards to configuring and customizing it to meet the company needs within a few clicks.

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Infrastructure Support Engineer with 5,001-10,000 employees

Sep 11, 2015

One of the biggest features is its flexibility.

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ServiceNow Developer / Systems Administrator at a energy/utilities company with 1,001-5,000 employees

Dec 16, 2015

It gives us the power to customize any aspect of the solution.

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Senior Tools Engineer at a computer software company with 1,001-5,000 employees

Nov 26, 2015

Its integrated process data-model is a feature that's valuable for us.

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Lead Software Engineer at a tech vendor with 10,001+ employees

Dec 18, 2015

ServiceNow comes as a set of pre-built ITIL processes as well as a platform that can be used to build a variety of custom business applications.

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Senior Analyst of eCommerce Systems at a tech services company with 1,001-5,000 employees

Dec 16, 2015

As a technical specialist, I can see that the product is really good and has lots of enhancements with each version.

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IT Consultant - SNOW at a energy/utilities company with 10,001+ employees

May 17, 2016

Improved the globalization of processes and around the clock service delivery to our customers Automated repetitive tasks and shifted left simple tasks to the service desk

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Solution Consultant with 51-200 employees

Dec 17, 2015

I really don’t think there is anything out there that even compares.

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Senior Consultant at a tech services company with 501-1,000 employees

Dec 20, 2015

I would say one of the best things on ServiceNow platform is the way how you can quickly automate delivery of services or goods to the end-user.

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ServiceNow Cons review quotes

Director of Infrastructure at a tech company with 51-200 employees

May 28, 2012

You can make the tool do anything, which may not always be a good thing.

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CareWorks Tech at a tech services company with 501-1,000 employees

Jun 28, 2015

Customer Service: 8/10 - the vendor used to be really good, but with the massive growth of product use it’s deteriorated. Technical Support: 4/10 - the vendor used to be really good, but with the massive growth of product use it’s deteriorated.

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Infrastructure Support Engineer with 5,001-10,000 employees

Sep 11, 2015

The biggest issue that I see is the way that they license some of their add-on products.

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Free Report: ServiceNow Reviews and More

Learn what your peers think about ServiceNow. Get advice and tips from experienced pros sharing their opinions. Updated: February 2026.

884,933 professionals have used our research since 2012.

ServiceNow Developer / Systems Administrator at a energy/utilities company with 1,001-5,000 employees

Dec 16, 2015

We had ServiceNow’s in-house team for “Quick-Start Implementation”, but it was very basic, and the custom things we asked him to do from scratch were not engineered very thoroughly or using best coding practices.

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Senior Tools Engineer at a computer software company with 1,001-5,000 employees

Nov 26, 2015

The usability and user experience is a really big issue and needs to be improved.

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Lead Software Engineer at a tech vendor with 10,001+ employees

Dec 18, 2015

I would say there is a lot of room for improvement when it comes to technical support.

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Senior Analyst of eCommerce Systems at a tech services company with 1,001-5,000 employees

Dec 16, 2015

I think they also should rethink the way they license the tool because it’s too expensive to automate all of your business, but you’ll need lots of licenses.

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IT Consultant - SNOW at a energy/utilities company with 10,001+ employees

May 17, 2016

Lots of customizations can lead to breaking the system when moving to another release. This should be managed better by ServiceNow.

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Solution Consultant with 51-200 employees

Dec 17, 2015

It is pricey, and for good reason.

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Senior Consultant at a tech services company with 501-1,000 employees

Dec 20, 2015

In some cases stability is an issue.

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Show 10 more reviews (out of 218)

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