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ServiceNow

ITSM for automation & management of IT enterprise services

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ServiceNow - 2026 Pricing, Features, Reviews & Alternatives

All user reviews are verified by in-house moderators and provider data by our software research team. Learn more

Last updated: March 2026

ServiceNow overview

Based on 345 verified user reviews

What is ServiceNow?

ServiceNow is a help desk tool with key features that include ticket management, incident management, service level agreement (SLA) management, a self-service portal, alerts and notifications, and more.

Who uses ServiceNow?

By industry, ServiceNow reviewers are most commonly professionals in information technology and services (28%). The most frequent use case for ServiceNow cited by reviewers is help desk (63% of reviewers).

What do users say about ServiceNow pricing?

Some reviewers find ServiceNow’s pricing reasonable for its capabilities, and a few users appreciate its cost-effectiveness. However, most users report that it is expensive, and they say licensing, modules, and training costs are prohibitive. Users indicate the lack of a free trial and high implementation costs limit accessibility, and some reviewers feel the pricing structure is inflexible.

Starting price

100per user /
per month

Alternatives

with better value for money

Pros & Cons

Service Management

Navigation

Customization

High cost for smaller organizations

ServiceNow’s user interface

Ease of use rating:

4.5

(345)

ServiceNow pros, cons and reviews insights

To determine these pros and cons insights, we analyzed responses from

Overall rating

Reviews sentiment

1-2(5)

3-4(150)

5(190)

What do users say about ServiceNow?

Select to learn more

Who uses ServiceNow?

Based on 345 verified user reviews.

Company size

Enterprises

Small Businesses

Midsize Businesses

Top industries

Information Technology and Services

Banking

Telecommunications

Hospital & Health Care

Others

Use cases

Help Desk

IT Management

ITSM

Business Management

IT Asset Management

ServiceNow's key features

Most critical features, based on insights from ServiceNow users:

Service level agreement (sla) management

4.5

(86)

Automated routing

4.3

(48)

Alerts/Escalation

4.3

(69)

Workflow management

4.4

(53)

Self service portal

4.5

(60)

Activity dashboard

4.1

(17)

Reporting/Analytics

3.7

(7)

Macros/Templated responses

4.2

(9)

All ServiceNow features

Features rating:

4.5

(345)

Activity dashboard

4.1

(17)

Alerts/Escalation

4.3

(69)

Alerts/Notifications

4.3

(61)

API

4.4

(15)

Approval process control

(0)

Asset lifecycle management

(0)

Asset tracking

4.4

(26)

Automated routing

4.3

(48)

Availability management

4.3

(4)

Capacity management

4.1

(10)

Change management

4.5

(44)

Chatbot

(0)

Client portal

4.0

(5)

Compliance management

4.3

(24)

Configurable workflow

4.5

(2)

Configuration management

4.5

(21)

Contract/License management

4.4

(5)

Cost management

(0)

Cost tracking

4.0

(1)

CRM

4.3

(4)

Customizable branding

4.4

(10)

Dashboard

4.3

(36)

Data import/export

4.4

(9)

Data mapping

(0)

Data storage management

4.5

(2)

Data visualization

4.2

(11)

Drag & drop

4.0

(1)

Email management

4.3

(42)

Employee management

4.0

(2)

Financial management

5.0

(2)

Graphical user interface

(0)

HR management

(0)

Impact management

(0)

Incident management

4.5

(88)

Integrated business operations

(0)

Integrated development environment

(0)

Inventory management

4.4

(23)

Issue auditing

4.6

(7)

IT asset management

4.6

(19)

IT asset tracking

(0)

IT Cost Management

(0)

IT reporting

4.2

(28)

Knowledge base management

4.3

(24)

Knowledge management

4.7

(3)

License management

3.0

(1)

Lifecycle management

(0)

Macros/Templated responses

4.2

(9)

Monitoring

3.0

(1)

Multi-Cloud management

(0)

Performance metrics

4.5

(17)

Performance monitoring

5.0

(1)

Prioritization

4.4

(27)

Problem management

4.3

(17)

Project management

4.7

(6)

Real-Time analytics

4.0

(1)

Real-Time chat

4.3

(7)

Real-Time data

4.5

(8)

Real-Time reporting

4.5

(4)

Real-Time updates

(0)

Relationship mapping

(0)

Release management

4.0

(1)

Remote access/control

4.2

(52)

Reporting/Analytics

3.7

(7)

Reporting & statistics

4.2

(22)

Request Assignment

(0)

Search/Filter

(0)

Self service portal

4.5

(60)

Service catalog

4.4

(23)

Service level agreement (sla) management

4.5

(86)

Status tracking

3.5

(2)

Support ticket management

4.5

(84)

Support ticket tracking

4.5

(20)

Surveys & feedback

4.6

(9)

Task management

4.4

(21)

Ticket management

4.5

(144)

Version control

4.2

(9)

Workflow management

4.4

(53)

ServiceNow alternatives

ServiceNow

4.5

(345)

Starting from

100

/user

Per month

Free trial

Free version

Ease of Use

4.2

Features

4.5

Value for Money

4.1

Customer Support

4.3

Zendesk Suite

4.4

(4K)

visit website

Starting from

/user

Per month

Free trial

Free version

Ease of Use

4.3

Features

4.4

Value for Money

4.2

Customer Support

4.3

Milvus

4.8

(298)

learn more

Starting from

/user

Per month

Free trial

Free version

Ease of Use

4.8

Features

4.7

Value for Money

4.7

Customer Support

4.7

Freshdesk

4.5

(3.4K)

visit website

Starting from

/user

Per month

Free trial

Free version

Ease of Use

4.5

Features

4.3

Value for Money

4.4

Customer Support

4.5

ServiceNow pricing

Value for money rating:

4.1

(345)

Starting from

100

/user

Per month

Pricing details

Subscription

Free trial

Free plan

Pricing range

User opinions about ServiceNow price and value

Value for money rating:

4.1

(345)

To see what individual users think of ServiceNow's price and value, check out the review snippets below.

“ServiceNow provides strong workflow automation, customizable modules, and clear reporting, and its Change Management features make it easy to track, approve, and control changes consistently.”

Jared S.

Software Developer and Consultant

“Another very big advantage is that it has an HTML editor, so you ca easily format your article with the help of AI and paste it right in.”

Andrei F.

Knowledge Specialist

ServiceNow integrations (76)

Integrations rated by users

We looked at 345 user reviews to identify which products are mentioned as ServiceNow integrations and how users feel about them.

Jira

Integration rating: 4.6 (9)

Slack

Integration rating: 4.1 (7)

“Useful to get updates”

Aryan K.

CEO

Microsoft 365

Integration rating: 4.2 (5)

“drafting documents, letters and statements.”

Yu N.

Director

Microsoft SharePoint

Integration rating: 4.3 (4)

Microsoft Outlook

Integration rating: 4.8 (4)

Microsoft Teams

Integration rating: 4.5 (4)

ServiceNow support options

Typical customers

Freelancers

Small businesses

Mid size businesses

Large enterprises

Platforms supported

Web

Android

iPhone/iPad

Support options

24/7 (Live rep)

FAQs/Forum

Phone Support

Email/Help Desk

Chat

Knowledge Base

Training options

Webinars

Documentation

Videos

Live Online

ServiceNow FAQs

Q. What is ServiceNow used for?

ServiceNow is a platform-as-a-service provider of IT service applications. The company provide a range of pre-built ITSM products to automate and manage numerous IT enterprise services. Using the single software you can automate process and create custom applications to meet all your IT service needs. ServiceNow can be used for cloud and virtualization lifecycle management, change orchestration, infrastructure discovery and IT governance, among others. You can also use the software to report on all applications, as well as to generate reports on KPIs and benchmarking and create executive dashboards. ServiceNow offers a wide selection of integrated IT service management tools and applications, each with multiple feature-sets and capabilities. ServiceNow offers a service automation platform to tailor existing applications, share information among applications or build custom applications. There is also a ServiceWatch product that helps to discover and map relationships between IT components and incidents, with dashboards giving real-time insight into the health of the business services. ServiceNow Discovery can be used to identify IP-enabled configuration items (CIs), map their interdependencies and export the data to the ServiceNow Configuration Management Database. ServiceNow Express is the ITSM product for companies of all sizes and includes a range of features. The solution delivers end-to-end incident management with visual taskboards and tickets, priority setting, and asset and configuration monitoring. You can also generate reports on all business KPIs and metrics through dashboards, graphs and charts. ServiceNow IT Service Automation Applications include asset management, change and release management, configuration management, incident, IT cost, and problem management, and a service catalog. ServiceNow Service Catalog helps to improve the customer experience by providing a customer-facing storefront for users to access self-help, submit IT requests, log issues and track progress.

These products have better value for money