ServiceNow Customer Service Management Reviews in May 2025: User Ratings, Pros & Cons

"Service Now CSM"

What do you like best about ServiceNow Customer Service Management? Too much standardized and concise product. The product knows what the customer wants and its requirement. We can easily predict each phase of the process under its user interface. What do you dislike about ServiceNow Customer Service Management? Sometimes I lost within various options and need to check old service request what I have done earlier. There are few areas where the product can be improvise d. Recommendations to ...

"Excellent tool for tracking and communicating to client at the same time"

What do you like best about ServiceNow Customer Service Management? The way it has the email system in the ticketing system it's awesome. You can directly drop email to requester along with attachments through the ticket. What do you dislike about ServiceNow Customer Service Management? It has the template of emails which sometimes need to be modified. I observed a lag between notification of the activities in outlook. What problems is ServiceNow Customer Service Management solving and how ...

"Excellent tool for tracking and communicating to client at the same time"

What do you like best about ServiceNow Customer Service Management? The way it has the email system in the ticketing system it's awesome. You can directly drop email to requester along with attachments through the ticket. What do you dislike about ServiceNow Customer Service Management? It has the template of emails which sometimes need to be modified. I observed a lag between notification of the activities in outlook. What problems is ServiceNow Customer Service Management solving and how ...

"All in one"

What do you like best about ServiceNow Customer Service Management? Easy to navigate and Use, provide detailed informations regarding ticket and a lot of possible integrations. What do you dislike about ServiceNow Customer Service Management? None, there is occasional down time but that is understandable. What problems is ServiceNow Customer Service Management solving and how is that benefiting you? IT issues, request, access provisions

"Great Platform to manage workflow via Requests & Incidents option."

What do you like best about ServiceNow Customer Service Management? Request & Incident features to support customers within the organization and its capability of task management track. What do you dislike about ServiceNow Customer Service Management? I have faced the issue of a bit slow response on the portal while navigating from one to another option. What problems is ServiceNow Customer Service Management solving and how is that benefiting you? A platform that connects developers with ...

"Servicenow - Ticketing tool for customer service"

What do you like best about ServiceNow Customer Service Management? ServiceNow tool is best tool for tickets management. When I started my IT career since then I am using this tool in my both of organizations. It's been more than 3 years of use. The best part I like about servicenow is it's very simple to use, to raise new request and to manuapulate those. It's really manage customer service. Using this we track any changes, requests very easily. What do you dislike about ServiceNow ...

"More simplified structure"

What do you like best about ServiceNow Customer Service Management? The simplified view is very good. Easy navigation, it tracks the history of interactions which makes it very feasible.i would also applaud the customer service. What do you dislike about ServiceNow Customer Service Management? Lack features as compared to other crm tools. What problems is ServiceNow Customer Service Management solving and how is that benefiting you? Our entire sprints are managed in service now

"Great ticketing and tracking system"

What do you like best about ServiceNow Customer Service Management? ServiceNow is a fully customizable database. What do you dislike about ServiceNow Customer Service Management? ServiceNow can be restrictive due to the code which is accepts. What problems is ServiceNow Customer Service Management solving and how is that benefiting you? ServiceNow has increased our organization's productivity ten-fold due to the ability to automate requests through scripts

"customer service rep/tech"

What do you like best about ServiceNow Customer Service Management? vast amount of customization and options What do you dislike about ServiceNow Customer Service Management? a bit complicated for a novice user. Takes some time to get comfortable with this software Recommendations to others considering ServiceNow Customer Service Management: More online documentation What problems is ServiceNow Customer Service Management solving and how is that benefiting you? improved ticket expediting

"Makes Service management a breeze"

What do you like best about ServiceNow Customer Service Management? I like the ease of the system functions, very straight up and understandable. What do you dislike about ServiceNow Customer Service Management? It's not quite ready to integrate with an online signature function just yet but that will put a bow on it. Recommendations to others considering ServiceNow Customer Service Management: I use ServiceNow for contract review management. People are able to check on the status of their ...