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

"An imperforate ticketing management tool"

What do you like best about ServiceNow Customer Service Management? Well, I can surely say that this is a best in class ticketing management tool, and also below pros that I can state for the tool: 1) Support provided by ServiceNow team to set up and customize the tool. 2) Very friendly user interface for ticket creation 3) One can clone the tickets, which saves a hell lot of time of users. 4) Reports - one can generate/ automate / schedule the reports for weekly/ daily intervals 5) Email ...

"Best Customer Service"

What do you like best about ServiceNow Customer Service Management? The thing I like about customer service is how friendly the facility is and the staff. What do you dislike about ServiceNow Customer Service Management? I do not have any dislike about it at all the communication and staff is great. What problems is ServiceNow Customer Service Management solving and how is that benefiting you? None at all

"There are better incident managers on the market but it gets the job done"

What do you like best about ServiceNow Customer Service Management? ServiceNow is an average service manager. It has incident, change, problem, CI and contact management, you can attach evidence to your tickets, and it has a built-in chat to communicate with the team. What do you dislike about ServiceNow Customer Service Management? It doesn't have anything different from other products on the market like OTRS and HP Service Manager. Recommendations to others considering ServiceNow Customer ...

"There are better incident managers on the market but it gets the job done"

What do you like best about ServiceNow Customer Service Management? ServiceNow is an average service manager. It has incident, change, problem, CI and contact management, you can attach evidence to your tickets, and it has a built-in chat to communicate with the team. What do you dislike about ServiceNow Customer Service Management? It doesn't have anything different from other products on the market like OTRS and HP Service Manager. Recommendations to others considering ServiceNow Customer ...

"Scalable ITSM Tool for enterprise"

What do you like best about ServiceNow Customer Service Management? ServicNow is being introduce as Service Management tool as part of organization DIGITAL Strategy. Its being use for Incident mgmt, Ticketing purpose. ServiceNow features provide complete reporting and analytics with minimal configuration. ServiceNow's OOTB Tabel API based architecture for querying helped us very well when integrating with Customer facing systems. Also ServiceNow API based architecture helped us to integrate ...

"Scalable ITSM Tool for enterprise"

What do you like best about ServiceNow Customer Service Management? ServicNow is being introduce as Service Management tool as part of organization DIGITAL Strategy. Its being use for Incident mgmt, Ticketing purpose. ServiceNow features provide complete reporting and analytics with minimal configuration. ServiceNow's OOTB Tabel API based architecture for querying helped us very well when integrating with Customer facing systems. Also ServiceNow API based architecture helped us to integrate ...

"Very helpful to our organization"

What do you like best about ServiceNow Customer Service Management? I love how service now brings together all of the tools necessary for modernization What do you dislike about ServiceNow Customer Service Management? ServiceNow is very pricey and there aren't a lot of business benefits for smaller organization What problems is ServiceNow Customer Service Management solving and how is that benefiting you? We've solved a lot of efficiency problems and the benefits have been more dedicated ...

"Ease of use"

What do you like best about ServiceNow Customer Service Management? Predicitive Analysis, trends, performance Analytics What do you dislike about ServiceNow Customer Service Management? Various table structure in it, searching from various databases is not easy What problems is ServiceNow Customer Service Management solving and how is that benefiting you? Customer requests, incidents

"Confusing, and Unintuitive, but Indespensable"

What do you like best about ServiceNow Customer Service Management? The ability to hover over tickets for info on tickets What do you dislike about ServiceNow Customer Service Management? So hard to Configure. Like 20 gear icons Recommendations to others considering ServiceNow Customer Service Management: I'm unaware of any better alternatives What problems is ServiceNow Customer Service Management solving and how is that benefiting you? Handling many customer issues at once

"Confusing, and Unintuitive, but Indespensable"

What do you like best about ServiceNow Customer Service Management? The ability to hover over tickets for info on tickets What do you dislike about ServiceNow Customer Service Management? So hard to Configure. Like 20 gear icons Recommendations to others considering ServiceNow Customer Service Management: I'm unaware of any better alternatives What problems is ServiceNow Customer Service Management solving and how is that benefiting you? Handling many customer issues at once