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

"Decent ticketing platform with a sluggish javascript heavy interface"

What do you like best about ServiceNow Customer Service Management? Lots of customizability and fields provide for a flexible ticketing and incident creation platform, with plenty of room for custom triggers with 3rd party API's. What do you dislike about ServiceNow Customer Service Management? Javascript heavy application model causes slow load times and much lag / stutter on even newer 7th gen Intel i5 and i7 CPU base systems. What problems is ServiceNow Customer Service Management ...

"Decent ticketing platform with a sluggish javascript heavy interface"

What do you like best about ServiceNow Customer Service Management? Lots of customizability and fields provide for a flexible ticketing and incident creation platform, with plenty of room for custom triggers with 3rd party API's. What do you dislike about ServiceNow Customer Service Management? Javascript heavy application model causes slow load times and much lag / stutter on even newer 7th gen Intel i5 and i7 CPU base systems. What problems is ServiceNow Customer Service Management ...

"CSM in the Real World"

What do you like best about ServiceNow Customer Service Management? Customer Service Management provides a vital service to the organization and its vendors, partners and customers alike. It allows a business to manage and maintain B2B and B2C relationships via esthetically pleasing portals and dashboards. What do you dislike about ServiceNow Customer Service Management? Initial build is can be tedious with some customer who has large amounts of customization. What problems is ServiceNow ...

"Tons of customizable features"

What do you like best about ServiceNow Customer Service Management? I haven't found any feature that I wish it had. I love being able to reply to users from my ticket or just post a comment for other technicians to see. The layout is easy to find what I need. What do you dislike about ServiceNow Customer Service Management? The search feature doesn't always find the ticket I need and you can't search both incidents and Service Requests at the same time. Will be in the middle of filling out ...

"ServiceNow is the modern day customer communication tool"

What do you like best about ServiceNow Customer Service Management? I like the ease of set up and access for all users within the system, including our employees and customers. I like that we can personalize our ServiceNow site, which we have branded iServe for our customers. What do you dislike about ServiceNow Customer Service Management? The only issue we have had thus far is that it doesn't integrate with Hubspot, without going through a third party. Recommendations to others ...

"Quick in response"

What do you like best about ServiceNow Customer Service Management? The vast feature backed with good quality. What do you dislike about ServiceNow Customer Service Management? Since is hosted over the cloud, sometimes the results are delayed What problems is ServiceNow Customer Service Management solving and how is that benefiting you? Incident Management System. The benefits are constant interaction with the customer

"Service now.. right now"

What do you like best about ServiceNow Customer Service Management? I liked the ability to export data to other spreadsheet software or apps for app development and ease of use What do you dislike about ServiceNow Customer Service Management? I disliked only 1 person being able to edit a ticket at a time Recommendations to others considering ServiceNow Customer Service Management: do it! What problems is ServiceNow Customer Service Management solving and how is that benefiting you? I ...

"Service Now Review - SNOW Tool"

What do you like best about ServiceNow Customer Service Management? Service Now used as part of Change & Incident Management in Cognizant Technology Solutions. Since we have every month release this used for getting the change ticket created from initial level to end of change ticket closure. As we are supporting the projects to customer SNOW is used to create the incident varys from Severity Level 5 to 1. And used to connect this incident to problem ticket on the same. Service is used to ...

"Service Now Review - SNOW Tool"

What do you like best about ServiceNow Customer Service Management? Service Now used as part of Change & Incident Management in Cognizant Technology Solutions. Since we have every month release this used for getting the change ticket created from initial level to end of change ticket closure. As we are supporting the projects to customer SNOW is used to create the incident varys from Severity Level 5 to 1. And used to connect this incident to problem ticket on the same. Service is used to ...

"Great Ticket System! "

What do you like best about ServiceNow Customer Service Management? We are a large organization with multiple departments across a large area and can easily work together to solve problems. integrates wonderfully into our existing environment, and creates great transparency for our customer. What do you dislike about ServiceNow Customer Service Management? I wish it was easier to restrict access to certain areas for dealing with HIPPA content. Recommendations to others considering ...