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ServiceNow Customer Service Management Features

Features Summary

Functionality

4.3

/5

149

Total features

111

13 categories

ServiceNow Customer Service Management features

AI/Machine Learning
API
Access Controls/Permissions
Activity Dashboard
Agent Interface
Alerts/Escalation
Alerts/Notifications
Application Management

Common features of Workflow Management software

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts/Notifications
Approval Process Control
Business Process Automation
Calendar Management

Price starts from

ic-pricetag

No pricing info

Pricing options
Free plan
Subscription
Free trial

Screenshots

Contenders comparison

Functionality

4.3

/5

149

Price starts from

ic-pricetag

No pricing info

Total Features

111

Unique features

  • Interactive Content

  • SMS Messaging

  • Sales Trend Analysis

  • Call Monitoring

Functionality

4.6

/5

23.2K

Price starts from

8.75

/user

Per month

Total Features

71

Features in Common

29

Unique features

  • Meeting Management

  • Screen Recording

  • Real-time Consumer-facing Chat

  • Brainstorming

Functionality

4.4

/5

4.8K

Price starts from

9

/user

Per month

Total Features

461

Features in Common

69

Unique features

  • Forms Management

  • Influencer Tracking

  • Task Scheduling

  • Promotions Management

Common ServiceNow Customer Service Management comparisons

ServiceNow Customer Service Management logo
Zoho Desk logo
ServiceNow Customer Service ManagementvsZoho Desk
ServiceNow Customer Service Management logo
LiveAgent logo
ServiceNow Customer Service ManagementvsLiveAgent
ServiceNow Customer Service Management logo
TeamSupport logo
ServiceNow Customer Service ManagementvsTeamSupport
ServiceNow Customer Service Management logo
JIRA Service Management logo
ServiceNow Customer Service ManagementvsJIRA Service Management

Reviewers who mentioned features said:

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Balaji K.

Banking, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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ServiceNow Ticket Management Tool

Reviewed 5 years ago

The experience has been fantastic so far. We have been able to resolve tickets that comes to us with a quicker turnaround time since it directly comes to our queue.

Pros

The best tool for ticket/incident management for a large enterprise organization. It can create and tickets delegating it to individual groups so that it can be look at promptly for resolution.

Cons

No there is nothing I dislike about this software as it has made my life easy for raising ticket against team and also receiving issues from my application users and provide faster resolution

AR
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Verified reviewer

Gambling & Casinos, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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"I Have Had Excellent Experience Using ServiceNow ITSM (Customer Service Management application)."

Reviewed 4 years ago

ServiceNow ITSM has enabled the enterprise wide service management with effective tracking ability. The business users have end to end visibility into the incidents (INCs), requests (REQs), request items (RITMs), change requests (CHGs), Configuration items (CIs) etc. so that triaging of tickets becomes easier for both end users and help desk. Being Business Systems Analyst, I have had an opportunity to work closely with enterprise service desk to create configuration items (CIs) and publish knowledge base article (KBAs). Having ServiceNow ITSM implemented as service management system, I can easily make requests through the user-friendly cloud platform and view the updates of work being done against my requests.

Pros

I find this product user-friendly, tracking enabled and knowledge oriented. It's definitely better than other competing products in the market as it enforces standard ITIL practices.

Cons

I have not had such experience to dislike this product. being ITIL certified Analyst, I deem this product very appropriate to follow standard service management practices.

VJ
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Vershley J.

Computer Software, 1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

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Great tool for tickets management

Reviewed 3 years ago

Quite a good tool. There are other tools that are available right now that does almost the same job. ServiceNow needs innovate fast. From the few months i've used the system, I've never got any major issues.

Pros

Easy to know which tickets me or my team have been assigned to. Setting up dashboards can be tricky but once they have been set, we can easily identify the workload for the week.

Cons

Quite complex to set up dashboards, this needs to be simplified. The website can be slow at times and finding a specific keywords on a ticket can be difficult at times.

AR
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Verified reviewer

Information Technology and Services, 201-500 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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ServiceNow CSM - A customer centric tool/People Management

Reviewed a year ago

The OOB system itself is configured with the right solutions that the customer wants. Apart from that, we can customize anything with the help of developers. The system will work seamlessly though.

Pros

Customer & Consumers, and Contacts management was handled pretty well. People Management is most valuable to provide services accordingly. The integration is seamless hence it provides APIs to make easier.

Cons

1. Portal - There are different portals for customers & consumers in OOB. This is creating confusion in gateway.2. Agent workspace - Performance is Slow.UI can be improved.

DM
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Dimitar M.

Financial Services, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

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My experience with ServiceNow

Reviewed 5 years ago

I've been using SNOW for over 2 years now. It is amazing tool, with so many options. However I hear from the management that is very pricy to add multiple components and this limits the usability of the tools it have.

Pros

Amazing variability of options. Very easy to track tickets and create useful dashboards. Reports that can show almost anything Self-service section

Cons

Very Pricy Sometimes when opening few windows after you save a ticket it takes you to a "strange place. Gets slow sometimes due to it's large DB.

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Gladman T.

Nonprofit Organization Management, 501-1,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Incident management made easy

Reviewed 5 years ago

All customers are saved as there is no risk of custimer service agent forgeting about the incident reported by a client as the system records every incident. Gives customers power to reopen an incident should they feel that they have not been assisted to their satisfaction

Pros

It is easy to use. Has a functionality for knowledge base which can be used when customer service agents are helping customers. You can add people on the watch list so that they are in the loop of what is happening

Cons

Creating a new incident from the system is a bit of struggle. The option is not visible

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anthony e.

Semiconductors, 1,001-5,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

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Good customer service management application

Reviewed 6 years ago

Service now is a very good ITSM software. This enables us to accurately track issues occurred in our organization from being raised until it is resolved with definite resolution.

Pros

What I like the most in this software is the flexibility. It enables you to add customized workflow, option selections, custom pages depends on your business unit, customization reports and data API.

Cons

The only thing i don't like with this software is the performance. especially when you add too many contents on your page. I think this is the only downside of this application.

SJ
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Samson Jabin D.

Hospital & Health Care, 10,001+ employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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One Shop Stop

Reviewed 5 years ago

We are using ServiceNow to replace our service delivery management across the entire state.

Pros

*Very much customisable to suit to business needs. *Can integrate with multiple other ServiceNow softwares to make a enterprise running mogul. *Interlinked with other modules and always cross reference records *Intuitive UI design.

Cons

*Though intuitive, needs training to be able to use the software. *Uses Dot walking for selecting tables in database, will confuse regular users. *Reports and internal workflow can be confusing.

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Antonio A.

11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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CIS of ServiceNow

Reviewed 6 years ago

Expand the uses of the ServiceNow Instances, initially oriented to the ITSM main process (Incident, Problem, Change, Asset, CMDB) to the Customer Support side,

Pros

You can integrate in the Customer Service Management Side, differents process like Case Management, Field Service, and inclusive Sales Force (Using a Plugin) in a single system of records. That gives you the oportunity to manage the main need from the CRM in order to give support of the needs of your clients using differents channels (Web Portal, Email, Chat, Phone, Mobile Apps).

Cons

In order to cover the need for a CRM solutions some customization may be completed, normally with plugins available into the ServiceNow Instance,

AT
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Alex T.

Medical Practice, 10,001+ employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Hyper-Functional Ticketing System

Reviewed 6 years ago

Overall, this works as a great ticketing system. It also has some light task/project management functionality that we're only beginning to explore.

Pros

As customizable as you need. Our Supply Chain Contact Center uses ServiceNow as their ticketing system. They're able to capture the source of the ticket (email vs phone), responsible parties, root cause, category and sub-category of issue, comments, and more. It's phenomenal. They've begun to use it to assign tasks from their department to other departments. This is a huge boost to their reporting...

Cons

While ServiceNow has been wonderful for our Supply Chain Contact Center, it hasn't worked as well for our Security team, but I believe this has to do with how they've customized it for their own uses. For instance, my department will open a ticket for a new hire to receive proper system access, and we put the new hire's start date in the original ticket. Well, the original ticket isn't what's actually assigned to the Security Analyst - a sub-task is assigned, and the new hire's start date doesn't copy down to that sub-task. Consequently, Security Analysts often have to reach out to us to get information we already put in the ticket. Again, I think this has to do with how the system has been customized for their use.

NK
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Norbert K.

Information Technology and Services, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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I really appreciate using Service Now in my daily basis

Reviewed 2 years ago

I'm using Service Now as a daily tool to support users with their technical issues and I find Service Now as a excelent tool for this. It's easy to use for users, customizable for me and my colleagues from the support team, have many options to organize Your work. I appreciate it very much and if I change my job, I hope that I will also work in Service Now in the new one.

Pros

I think most important part that I like is posibility to configure Service Now layouts, list and elements on the screen to meet Your personal needs. Want to have this element to be shown in Your homepage dashboard? No problem! You need to create own template to not put the same response every time? Sure thing, You can do it here! Very layouts and pages which I like the most.

Cons

I think building reports and dashboards can be quite difficult when You are trying to do it first time. Report and dashboard builders are quite complex tools any such many options can be shocking at first and you need to spend some time to discover what is what and get used to it.

JO
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James O.

Computer Software, 1,001-5,000 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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Poor Interface - Too Much Bean Counting and Not Enough Cooking the Meal

Reviewed a year ago

So far, ServiceNow is a distraction with no benefit. Unlikely ServiceNow will ever modernize their product. Every year is 1971 for them, with an IBM 3270 "green screen" interface.

Pros

To its defense, it does process requests without delay.

Cons

Poor user interface design. Lacks an understanding of human factors and fails to embrace modern technology.About the worst part is the designers show a very low interest in gathering the concern being discussed. When you finally get to "problem description," it's buried on page two in a small window that uses 6% of the available display. But that area cannot accept any cut/paste of screenshots.Bypassing this tool is often the best course when there is a need for problem description and subsequent analysis. Tools like Microsoft Word and Outlook do pretty well in letting a person express their concerns. ServiceNow is more like the CSR that asks annoying, irrelevant questions and shows no interest in the concern itself.

AB
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Ankur B.

Computer Software, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Overall Good SaaS & PaaS tool to handle ITSM processes

Reviewed 6 years ago
Pros

1) Covers most of the ITSM process required in an organization 2) Platform allows development using latest web technologies and supports integration with 3rd party apps 3) ServiceNow Customer Support team is very much good at resolving any issues/tickets 4) Good application as SaaS and PaaS 5) Allows customizations to out of box script components and enhancements

Cons

1) Cost could be one factor which they need to improve upon 2) Upgrade activity requires lot of efforts 3) Sometimes the code/script may break while it was working earlier well 4) Requires good training to be given to non-technical staff for proper use of tool

AR
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Verified reviewer

Outsourcing/Offshoring, 501-1,000 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Great Tool for HelpDesk Services

Reviewed 5 years ago

ServiceNow was a huge asset for deploying our first formal Support Service Design. The ease of use and default templates, got us up and running in with no issues. Great Experience overall.

Pros

Out of the box, Service Now comes with configuration templates to get you started on your HelpDesk service deployment. From there, you can start tweaking the tool to match your company needs. This was very helpful to us since we were deploying a ticketing tool for the first time. The deployment process was a breeze, intuitive and we didn´t find any major roadblocks whatsoever. From the user side, is very easy to use, great compatibility with any browser (since is web based), and the amount of tools for reporting are amazing. We are able to benchmark and tweak our Support Service and keep track of our KPI metrics very easily.

Cons

It can be somewhat overpriced. Other than that, no issue whatsoever.

VY
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Vania Y.

Oil & Energy, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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All-in-one service solution

Reviewed 2 years ago

Fantastic product and they offer administrator training for free if you interested in learning “more than the average bear”.

Pros

I think the ability to automate Active Directory account creation or deletion, third party software license assignments and access, and manage all of our company’s requests/incidents in one place are my favorite things.

Cons

The scheduled tasks feature is sometimes buggy in our current version; however we have been provided great support getting this resolved.

NP
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Nikhil P.

Information Technology and Services, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Perfect ticket management tool

Reviewed 5 years ago

We are using the tool to manage the Incidents and services Requests so that end customers can seamlessly access the tool.

Pros

1) Great User Interface 2) Easy to create and clone the tickets, cloning tickets saves a lot time. 3) Auto triggered Email notifications for SLA dues 4) Customized dashboards for each user 5) Reports - helps to back trace the tickets and data.

Cons

While using one will face a little delay in loading a page. While working with dependant picklists, it takes some time to load the values of the field.

JK
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Jen K.

Banking, 501-1,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Good IT service management tool

Reviewed 5 years ago
Pros

ServiceNow is a mostly a pretty good IT service management system. I work in IT and all of us use ServiceNow to input and manage tickets. I like that I can pop open a screen and see all my open tickets in one place. The ticketing interface is straightforward, and I like that I can add internal notes and assign priority ratings to my various tasks. I think most users have been very happy using it.

Cons

My only criticism is that it could use some help as far as navigation goes. There seems to be a lot of menu items/setting that I don’t use or don’t know where to find. Would like a cleaner look.

KW
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Kevin W.

Financial Services, 5,001-10,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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“Service Now - Your Control Center to provide customers with moments of magic”

Reviewed 6 years ago

Service Now Customer Service management has been a useful tool to handle all types issues relating to desktop, infrastructure, remote access and a host other sections relating to the user and their system/network.

Pros

for anything in your workplace. you can create templates to put in tickets for incidents or requests relating broken items, adding items or even for setting up new hires.

Cons

the search engine can be awkward to use. Sometimes it doesn't provide the proper answer to a search.

AR
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Verified reviewer

Information Technology and Services, 10,001+ employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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My Experience using ServiceNow Customer ServiceNow Customer Service Management

Reviewed 5 years ago

My work as an IT support Analyst requires that we manage day to day client IT infrastructure and troubleshooting issues experienced by end users, ServiceNow provides a solid system for receiving and actioning these requests.

Pros

Great for customer service and management, serves the integral purpose of ensuring that user requests are categorised and prioritised appropriately, great for customer satisfaction management as well

Cons

Can be a bit slow in response time when loading the webpage, I have some inexplainable failures in executing some tasks, e.g ticket resolution, but this is quite rare, most probably a momentary glitch

AR
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Verified reviewer

Computer Hardware, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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excellent to manage escalations

Reviewed 5 years ago

complete software to handle It issues it helps me a lot

Pros

Servicenow is a very good software if we talk about alerts and escalations. i work in the IT area and the way we handle outages, alerts and escalations with this software is very fast and complete

Cons

the software is fine some configurations in my organization itself was not very good but i recomend it 100%

AR
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Verified reviewer

Hospital & Health Care,

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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great cloud software for service ticket management

Reviewed 6 years ago
Pros

easy to set up, use and administer software that can be ramped up quickly as the learning curve is relatively low and the eco system around this is growing as well

Cons

would have been great if building reports were much more intuitive for the end users to be able to write their own query - at the moment, there is heavy reliance on IT to write reports

MS
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Mahipal Singh B.

Information Technology and Services, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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ServiceNow review

Reviewed 2 years ago

My overall experience with ServiceNow is good.

Pros

Workflow management is the best feature I liked most in this software. With this feature, the company can smoothly manage projects and can also track customer cases and tickets.

Cons

As of now, I don't get any feature present in this software which I don't like.

VS
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Vidya Sagar P.

Information Technology and Services, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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AI powered Service now management

Reviewed 2 years ago

It was great creating workflows and automating the recurring issues.

Pros

I like the way ML/AI is integrated with incident management and reduce the workload and fastly act on critical issues

Cons

It still needs to mature to cater for wide variety of platforms and workflows

JM
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John M.

Online Media, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Excellent Customer Management Platform

Reviewed a year ago

Departmental demands for IT and service are responded to and fulfilled promptly. Superior adaptability and seamless integration It can be easily integrated with virtually any existing portal or dashboard. Using its application programming interface (API), we are integrating with third-party portals, making deployment simpler. The deployment and integration of new employees went off without a hitch....

Pros

With the help of ServiceNow's Customer Service Management platform, issues may be quickly and efficiently resolved for customers and clients. As a result of its extensive array of inbuilt features and capabilities, it consistently provides high levels of service and delights customers, creating a positive impression that sticks with them. It helps inspire trust among our clients. Integration of CSM...

Cons

We have absolutely no complaints. ServiceNow's comprehensive CSM offerings provide one of the best customer service encounters available today. Their support staff is quick to respond to whatever issue we bring up, and they always do a great job of fixing things for us. We also hope that they will consider our suggestion for a modest price cut to the premium version, which will allow more businesses to afford it and make full use of the services it provides.

AR
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Verified reviewer

Computer Software, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Service Now -tools to use for Ticket management

Reviewed 2 years ago

I love the look and feel of service-Now.Support documentation and KB articles.If you have HI portal access then 80% of your problem is gone. Means you will get all the access for KB and documents which help you to understand any issue or product/ releases.Price is bit high but it is worthy to have Servicenow in your company.

Pros

first and formost point is, most the module is Workflow driven.for Juniors it is ease to use and learn.coding is minimal.you will get hell lot of examples from Web and Service-now communities to refer. APIs are readily available to integrate with any app.

Cons

if you report a problem or request for new feature then Servicenow team will take time to review that.then they will plan in their road Map may be it will come in next release like they have different release (helsinki/ geneva) or may be it will not come.this software they are keeping upto date so your team should have developers to fix the issue after each release.but i will say their product documentation is so so So good, it will help to understand and fix anything.