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

"Interactive and customizable "

What do you like best about ServiceNow Customer Service Management? The fact that it is so customizable. It makes it extremely customer friendly. In our business we have very specific use cases and crm just didn’t cut it. What do you dislike about ServiceNow Customer Service Management? It can be overwhelming to get used to. Since our implementation has many customized features training on it can be complicated. I’m still learning today. What problems is ServiceNow Customer Service ...

"Adequate, but look at other options first"

What do you like best about ServiceNow Customer Service Management? I'm an end-user of ServiceNow and there's nothing I like about the product, especially compared to our former ticketing system (Footprints). I'm good friends with a colleague who installed this instance and assures me that ServiceNow is better than Footprints to configure and deploy, but he does not like the product either. What do you dislike about ServiceNow Customer Service Management? Their emphasis on distinguishing ...

"Generally easy to use"

What do you like best about ServiceNow Customer Service Management? Ability to customize display for ease of use What do you dislike about ServiceNow Customer Service Management? Lag time when switching from one incident ticket to the next or when updating an incident ticket. What problems is ServiceNow Customer Service Management solving and how is that benefiting you? Customer problems with EMR

"Exceptional help desk and change management tool"

What do you like best about ServiceNow Customer Service Management? ServiceNow is flexible and can handle the needs of many different groups effectively. The Parent/Child ticket functionality, linking Knowledgebase items to tickets, the Change Management/Asset tracking functions, and so much more. What do you dislike about ServiceNow Customer Service Management? The knowledgebase could be a little more full-featured. Image support is primitive at best, and formatting is a bit ...

"Very customizable platform that can do anything you need "

What do you like best about ServiceNow Customer Service Management? I love the ease of customization and the flexibility of the platform. Customer service is always outstanding and they actually help you figure out the issues. The community is incredibly responsive and the knowledge sharing goes beyond any other platform I have used What do you dislike about ServiceNow Customer Service Management? The fact that you can do about anything you want. Just because you can, does not mean you ...

"ServiceNow Review"

What do you like best about ServiceNow Customer Service Management? ServiceNow offers a plethora of options and functionality in a simple, clean interface. What do you dislike about ServiceNow Customer Service Management? Some functions such as searching the knowledge base can be difficult when trying to find particular items but this could vary between companies. What problems is ServiceNow Customer Service Management solving and how is that benefiting you? Being able to focus on customer ...

"ServiceNow Review"

What do you like best about ServiceNow Customer Service Management? ServiceNow offers a plethora of options and functionality in a simple, clean interface. What do you dislike about ServiceNow Customer Service Management? Some functions such as searching the knowledge base can be difficult when trying to find particular items but this could vary between companies. What problems is ServiceNow Customer Service Management solving and how is that benefiting you? Being able to focus on customer ...

" Service Now - multi-functional and highly configurable product"

What do you like best about ServiceNow Customer Service Management? Service Now offers extensive options and capabilities in IT service management. Uses the basic concepts of IT service management. Offers a number of extensions, like built non-IT applications and customer built custom apps. Service Now provides extensive and mature capability and flexibility for development. Possibility to use real time dashboards and reports. What do you dislike about ServiceNow Customer Service ...

" Service Now - multi-functional and highly configurable product"

What do you like best about ServiceNow Customer Service Management? Service Now offers extensive options and capabilities in IT service management. Uses the basic concepts of IT service management. Offers a number of extensions, like built non-IT applications and customer built custom apps. Service Now provides extensive and mature capability and flexibility for development. Possibility to use real time dashboards and reports. What do you dislike about ServiceNow Customer Service ...

"ServiceNow Financial Management Module Starting to Bloom"

What do you like best about ServiceNow Customer Service Management? The product comes with an out of the box Workbench aplication to allow click and drag data and model management Data Cleansing to automate normalizing source data issues for vendor, cost center, account, location, etc.. Data integration and leveraging other data ( CMDB, Asset, Incidents) to create cost allocation metrics is easy to set up. PPM Integration comes out of the box and makre it easy for project costing to be ...