17 years helping Irish businesses
choose better software

ServiceNow Customer Service Management Reviews

About ServiceNow Customer Service Management

Automate and streamline processes to solve customer issues faster, decreasing your cost to serve and increasing customer loyalty.

Learn more about ServiceNow Customer Service Management

Pros:

There are no shortage of options and add-ons which can be great if the value is justifiable and the budget allows for it.

Cons:

I have noticed that changes can be hard to make and often take months for our team to implement.

ServiceNow Customer Service Management ratings

Average score

Ease of Use
4.1
Customer Service
4.2
Features
4.3
Value for Money
4.1

Likelihood to recommend

8.1/10

ServiceNow Customer Service Management has an overall rating of 4.3 out 5 stars based on 152 user reviews on Capterra.

Have you used ServiceNow Customer Service Management before?

Share your experiences with other software buyers.

Filter reviews (152)

Meraz
Meraz
Senior Security Consultant in Ireland
Verified LinkedIn User
Computer & Network Security, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

A Great Tool for all the ITSM needs- One that fits All

5.0 2 years ago

Comments: We utilize ServiceNow to handle inbound IT support tickets, manage IT changes, and track app configurations. This method has been tried and tested, and it consistently delivers. Top-notch all around; have extensive experience managing Incidents, Problems, Changes, and Catalog Items inside IT Service Management (ITSM) modules.

Pros:

The ability to integrate with other applications and personalize the tool for use in ticketing and routing is maybe the most useful feature of ServiceNow. Our day-to-day customer support operations would not be possible without our user-friendly incident management, configuration management, and service documentation.Fast and simple incident reporting, progress tracking, and customer service interaction. ServiceNow is excellent for archiving service documentation; we've catalogued all of our services there, so that when tickets are sent, we can quickly and easily access the relevant knowledge base articles to address the problem.

Cons:

A lengthy upgrade procedure might be the result of too much modification, but luckily there are many resources available to help you out. Non-IT users may find it challenging to use the site without first receiving etxra training.

Verified Reviewer
Verified LinkedIn User
Computer Software, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Service Now -tools to use for Ticket management

5.0 2 years ago

Comments: I love the look and feel of service-Now.Support documentation and KB articles.If you have HI portal access then 80% of your problem is gone. Means you will get all the access for KB and documents which help you to understand any issue or product/ releases.Price is bit high but it is worthy to have Servicenow in your company.

Pros:

first and formost point is, most the module is Workflow driven.for Juniors it is ease to use and learn.coding is minimal.you will get hell lot of examples from Web and Service-now communities to refer. APIs are readily available to integrate with any app.

Cons:

if you report a problem or request for new feature then Servicenow team will take time to review that.then they will plan in their road Map may be it will come in next release like they have different release (helsinki/ geneva) or may be it will not come.this software they are keeping upto date so your team should have developers to fix the issue after each release.but i will say their product documentation is so so So good, it will help to understand and fix anything.

Colleen
Eccomerce Specialist in Mexico
Cosmetics, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

Horrible customer experience

3.0 6 years ago

Comments: My overall experience maybe a little clouded because I am using Service Now through a third party vendor who handles our IT (cognizant) and some of the missing features maybe due to this. I have been using Service now for almost a year to not only track minor IT issues (example requesting new monitors, issues with WIFI ect) but also updates and builds to our website and ERP System. Overall I would not recommend Service now for the later especially in large corporations across multiple subsidiaries as this doesn't give companies the tools accurately implement builds. Unfortunately due to the lack of tools in Service now (or how our vendor restricts these tools) our company had to resort to managing these builds outside service now and update once complete.
Rather you need a system like JIRA where users can easily assign issues for QA testing and allow anyone to reopen tickets.

Pros:

-can search to find topics -can customize search for tickets and service request -can excel tickets and customize the information -if you developers access you can create reports -receive email confirmation and when tickets are updated -can uploads images and video

Cons:

-when creating a service request the user cannot specify the name. First a request is created [sc_request] then automatically a requested Item is created [sc_req_item] with a default title which is extremely confusing -only the user who created Incidents can reopen Incidents -only the user who created Incidents can then link to previously closed incidents -if you don't have developer access you can only see the tickets you created and need other users to add you as a watcher to the ticket -Incidents cannot be changed into Service requests, and those changes can't be tracked. (example to change a Incident into a service request a Incident must be closed and Service request opened) -IT Portal view doesn't save views, views are only saved for that session

Meenakshi
Project Coordinator in Canada
Retail, 1,001–5,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

S_Now

5.0 2 years ago

Comments: Excellent, Documents are accessible for guidance.

Pros:

Widely used by companies so easy to train and hire subject matter experst.

Cons:

Building workflows takes time and effort as its not OOB.

Stacey
Stacey
Systems Administrator in US
Verified LinkedIn User
Higher Education, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Lot's of features, lot's of complexity.

4.0 6 years ago

Comments: Works fine if you don't need to do much more than open tickets that are already assigned to you or work with tickets that are assigned to you. Assigning ticket to others in a large organization where you don't know the group they are part of is a struggle. I often know who a ticket should be routed to but our implementation requires specifying the team they are part of as well. Some people are on multiple teams. Searching really needs improvement for users that don't interact heavily with the system.

Pros:

Works well for tracking tickets across a diverse organization. Integration with e-mail system simplifies interactions with users.

Cons:

Complexity makes simple tasks difficult. Learning curve is steep. For example, performing simple searches is not possible. If I closed out a ticket recently, then I often need to look in the documentation to search for that specific ticket again. highly customizable views allow for tweaking to work with your use habits. Interface needs to be simplified and have common functions more accessible. It may partly be the way this organization has implemented and customized the interface, but it is still not user-friendly.

Victoria
Victoria
Global Service Desk Manager in UK
Verified LinkedIn User
Philanthropy, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source

Using SNow since 2012

4.0 2 years ago

Comments: 99.9% of the work I do every day is linked to either accessing Service Now or working on data produced by SNow. Using SNow for as long as I have, has made me confident in choosing to continue renewal. I have to admit that licencing model changes and yearly negotiations are painful but that is all part of the environment we work in.

Pros:

The fact that the software is widely versatile and scalable for the needs of an organisation. It can use beyond IT but in every department in our organisation as it offers automation of business tasks as well as good reporting and analysis tools. HR processes, Self Service, Approvals, Confidential reporting, schedule reporting and automating routine work, asset management and discovery.

Cons:

The fact that I can not imbed linksBut also think is mostly geared to large organisations. I have not found it to be possible for a small company to take advantage of this service (price plan and configuration is beyond the capabilities for a small company to take, which is a shame).

Fabricio
Fabricio
CISCO TAC Engineer - Switching in Colombia
Verified LinkedIn User
Telecommunications, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

Very Good IT Comunication Tool

4.0 6 years ago

Comments: The way that users report any failure on the devices in order to get this resolved faster was not the correct one. And we solved this with ServiceNow since their user can report quickly the issue that he is having and also there is a watchlist of available people that can take the case and provide support to the person that is having the issue. Also, there is a really good feature of the tool that makes them different from other solutions in the market.

Pros:

- Is easy to use for developers and regular users. - There is a good option like the feature that allows you to add people to the watch list so they can check the progress of the status of a ticket even do they are not going to provide support.

Cons:

- Updates are not good since they made some changes and in some cases impact the way data previously saved on the application. Also, they made some changes in the GUI and some times users complain are related to that there is no a particular option or they are not able to find it now after the upgrade.

Petar
Petar
Helpdesk Specialist Level 2 in Serbia
Verified LinkedIn User
Information Technology & Services, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Easy and productive CSM tool

4.0 6 years ago

Comments: It makes it easy to track customer replies and action any update or development on time whilst allowing for easy SLA tracking and communication with the customers.

Pros:

Plentiful options when creating your favourites and setting your filtered searches (which are very detailed and precise). Any search can be added to favourites and be easily accessible. User interface is easy to navigate and find the options you're looking for. It uses easy to follow logic and it is very user friendly.

Cons:

This is most likely depending on the implementation process and data migration during the integration process, the update field is constantly moving to the next case/incident which makes it hard to track you work at times. Most likely adjustable during implementation process.

Verified Reviewer
Verified LinkedIn User
Human Resources, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

ServiceNow is the best tool for Ticketing Management

5.0 6 months ago

Pros:

1. User-friendly interface. 2. Reduce manual tasks. 3. ServiceNow offers a wide range of IT service management features and they are very user-friendly.

Cons:

The price of the service can be expensive to implement and customize, especially for smaller businesses or organizations with limited budgets.

Gladman
Gladman
ICT in Zimbabwe
Verified LinkedIn User
Nonprofit Organisation Management, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Incident management made easy

4.0 5 years ago

Comments: All customers are saved as there is no risk of custimer service agent forgeting about the incident reported by a client as the system records every incident. Gives customers power to reopen an incident should they feel that they have not been assisted to their satisfaction

Pros:

It is easy to use. Has a functionality for knowledge base which can be used when customer service agents are helping customers. You can add people on the watch list so that they are in the loop of what is happening

Cons:

Creating a new incident from the system is a bit of struggle. The option is not visible

Rennie
Solution Architect in US
, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source
Source: SoftwareAdvice

ServiceNow is premier and get better with every release

5.0 6 years ago

Comments: Overall an excellent product.

Pros:

Highly scalable and provides modular solutions for implementing service based best practices across the enterprise. Initially focused on ITIL it has expanded to include ITOM, ITSM, and ITBM functions. Out of the box solutions for other areas of the enterprise including HR, Security, Governance, Finance, and CSR. The platform itself allows development using standard web technologies and programming skills and they offer a vast documentation library and vibrant community of developers and users. Their support is top notch and they are always quick to respond.

Cons:

Their pricing model is complex and unwieldy. It can be very hard to determine which features you actually have access to. Some of the features which seem like they should be part of the base product functionality are split into sub-modules at additional cost. This can give the impression that you are being nickeled and dimed for every little feature. Inquiring about instance capabilities of technical staff is always referred to your sales rep. Early adopters who did a lot of customization can find themselves in a lot technical debt prior to ServiceNow’s current guidance of best practices. Some of the earlier product design decisions have sometimes forced compromises to be implemented for product growth. This can create some ambiguous methods non-intuitive workarounds to be employed in development. Their documentation can be somewhat sparse on examples or use cases for particular API or feature specific applications. Finally, since the product can become the core of so many areas of the enterprise, it can require quite a large investment in support resources and it requires these resources to understand SaaS management differences vs traditional application support development.

Alejandro
Presales Manager
Computer Software, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source
Source: SoftwareAdvice

Service Now, the one that gathers them all

5.0 7 years ago

Comments: We've been working along with servicenow for several years and we have more and more success digital transformations stories by building business improvement strategies upon the Servicenow Platform

Pros:

ServiceNow is a Service Management Platform, ranked by Gartner just as the #1 in the global market of digital service management platforms. Easy to use, deep dive, almost boundaryless ServiceNow software integrates a strong and robust collaborative service management engine, that allows almost all kind of organizations, no matter the economic sector, to optimize and automate any business and IT service through a full function collaborative tool set, such as Asset Discovery, service catalog, business rules definition, SLA's and analytics easy-to-build dashboards, not to mention the application development capabilities which stands as the ServiceNow main differentiators.

Cons:

As any technology solutions, there is and will be room for improvement, starting with more built-in integration capabilities in order to simplify more complex implementations.

Verified Reviewer
Verified LinkedIn User
Financial Services, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Good Tool but performance is an issue

3.0 5 years ago

Comments: Can deny that ServiceNow is the best in the category and offer the most functionalities. However, performance is truly an issue as page refresh can be lengthy from time to time.

Pros:

- out of the box configuration templates is great start point for setup - Deep integration with other ServiceNow tools (big selections as well) - easy for administration to benchmark and track support service - like the fact that it has user customizable queries to filter out only items that you want.

Cons:

- Performance is an issue. we have been getting on and off slowness that we can't seem to resolve it. - over cost is higher compare with its competitors - there should be ways to duplicates incidents - Search result is unpredictable, sometimes search does not return the result you want without going into the module first (this is inconvenience as sometimes a ticket number is the only thing given and you have to figure it out what kind of ticket before searching)

Mohamed Saleem
Account Security officer in India
Verified LinkedIn User
Information Technology & Services, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

One of the best in market Ticket management tool

5.0 last year

Pros:

its integration with knowledge to access to previous similar cases and knowledge articles

Cons:

As a SAAS service the tool gets slow very often

Arpan
Technical Support Consultant in US
Hospital & Health Care, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

A powerful CRM containing tons of features.

5.0 7 years ago

Pros:

- Highly customizable, extendable, and flexible according to one's needs. - Constantly evolving and improving with two new releases per year. - Contains everything which a CRM should have!

Cons:

- Contains synchronous JavaScript requests which causes web pages to get stuck, disabling any actions on the webpage while the request is active. Sometimes, a page needs to be reloaded to make it work again. - Many features (for instance: Reporting) require training first before a user can start using them. This process can be cumbersome for an average user if training resources are not available. - Expensive as compared to other CRMs (for e.g. SalesForce).

balaji
Data Analyst Lead in US
Chemicals, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Service now customer service management

3.0 2 years ago

Comments: Overall this tool need to work on UI and limit the options for the end users. The Dashboard too needs work is displaying the necessary KPIS

Pros:

we have been using this application for more than 2 years now. When it comes to ticket management and issue status management, this has been very effective. The integrity of the tool with OKTA is best thing in this.

Cons:

The tool is very slow with processing things and not very effective in the documentation. It has too many options which is making users confused.

Carl
Business Process Analyst in US
Utilities, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source
Source: SoftwareAdvice

ServiceNow does the job, and does it pretty well

4.0 6 years ago

Pros:

ServiceNow does make it simple to assign requests, track workflows and any changes to the request. It makes it easy to communicate and resolve issues. Also makes it simple to manage your own workflow and tasks.

Cons:

One thing about ServiceNow is that it can be more trouble than it's worth to track every ticket. Some requests simply aren't worth the time it takes to fully utilize the system. ServiceNow also does not have a great dashboard or summary of data. You can get there, but it's not as neat as it could be.

Nikhil
Senior Developer in India
Information Technology & Services, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Perfect ticket management tool

4.0 5 years ago

Comments: We are using the tool to manage the Incidents and services Requests so that end customers can seamlessly access the tool.

Pros:

1) Great User Interface 2) Easy to create and clone the tickets, cloning tickets saves a lot time. 3) Auto triggered Email notifications for SLA dues 4) Customized dashboards for each user 5) Reports - helps to back trace the tickets and data.

Cons:

While using one will face a little delay in loading a page. While working with dependant picklists, it takes some time to load the values of the field.

Verified Reviewer
Verified LinkedIn User
Information Technology & Services, 5,001–10,000 Employees
Used the Software for: 1+ year
Reviewer Source

The best platform for Service Management

5.0 5 years ago

Pros:

you can customize everything you can change the OOTB version of the portal as you like with programming (in other softwares you have constraints due to the OOTB version) The cloud allow you to easily access it everywhere and everytime; there is also an App

Cons:

Cost, maybe if you are a small company you don't need that App to be improved Few OOTB customizations in front end; you need to change the code to customize the portal

Kevin
IT Analyst in US
Financial Services, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source

“Service Now - Your Control Center to provide customers with moments of magic”

4.0 6 years ago

Comments: Service Now Customer Service management has been a useful tool to handle all types issues relating to desktop, infrastructure, remote access and a host other sections relating to the user and their system/network.

Pros:

for anything in your workplace. you can create templates to put in tickets for incidents or requests relating broken items, adding items or even for setting up new hires.

Cons:

the search engine can be awkward to use. Sometimes it doesn't provide the proper answer to a search.

Verified Reviewer
Verified LinkedIn User
Information Technology & Services, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

My Experience using ServiceNow Customer ServiceNow Customer Service Management

5.0 5 years ago

Comments: My work as an IT support Analyst requires that we manage day to day client IT infrastructure and troubleshooting issues experienced by end users, ServiceNow provides a solid system for receiving and actioning these requests.

Pros:

Great for customer service and management, serves the integral purpose of ensuring that user requests are categorised and prioritised appropriately, great for customer satisfaction management as well

Cons:

Can be a bit slow in response time when loading the webpage, I have some inexplainable failures in executing some tasks, e.g ticket resolution, but this is quite rare, most probably a momentary glitch

anthony
anthony
Business Analyst for Data Analytics in Philippines
Verified LinkedIn User
Semiconductors, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Good customer service management application

3.0 6 years ago

Comments: Service now is a very good ITSM software. This enables us to accurately track issues occurred in our organization from being raised until it is resolved with definite resolution.

Pros:

What I like the most in this software is the flexibility. It enables you to add customized workflow, option selections, custom pages depends on your business unit, customization reports and data API.

Cons:

The only thing i don't like with this software is the performance. especially when you add too many contents on your page. I think this is the only downside of this application.

Verified Reviewer
Verified LinkedIn User
Hospital & Health Care
Used the Software for: 2+ years
Reviewer Source

great cloud software for service ticket management

5.0 7 years ago

Pros:

easy to set up, use and administer software that can be ramped up quickly as the learning curve is relatively low and the eco system around this is growing as well

Cons:

would have been great if building reports were much more intuitive for the end users to be able to write their own query - at the moment, there is heavy reliance on IT to write reports

Stephen
Systems Analyst Associate in US
Higher Education, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Decent web-based CRM tool that has so many features, nearly everything is possible.

4.0 7 years ago

Comments: Better than Parature or SCSM for large-scale case and ticket management, easy to use on the web and options and features are nearly endless.

Pros:

Web-based case management makes submitting and reviewing incidents and cases a breeze. Loads quickly without dragging down when working with large cases.

Cons:

So many features means groups are going to use much less than they are paying for. Apparently customization is difficult as many pages are left in their default format, not giving customers the clearest idea of what they are asking for.

Jonathan
Jonathan
Database Administrator in Venezuela
Verified LinkedIn User
Financial Services
Used the Software for: 2+ years
Reviewer Source

It's a great tool to use for Customer Service Managemet

5.0 7 years ago

Pros:

ServiceNow is an easy tool to use because it's intuitive and has a lot of options for cutomize, so as a user you can configure what you need.

Cons:

Maybe you can find as a Con the price of this great tool, thera a a lot of tolls that are free on Internet, but you won't have the support ServiceNow gives to this module!