ServiceNow Express Pricing, Features, Reviews & Comparison of Alternatives

ServiceNow Express

Cloud-based IT service management software

4.15/5 (20 reviews)

ServiceNow Express overview

ServiceNow Express is a cloud-based service management automation solution aimed at small and midsize businesses, designed to automate daily support tasks and enable the tracking and measurement of performance through real-time, interactive dashboards. The guided setup process allows the visual tracking of implementation status, and of the tasks still requiring completion.

ServiceNow Express’s IT service management (ITSM) system allows the automation of change requests, approval processes, ticket assignment, SLAs, and email notifications of status changes. A kanban board interface offers drag-and-drop task management, checklist creation, task priority setting, team assignment management, and viewing of team activity updates in real-time. Customer feedback and satisfaction can be recorded and used to identify areas requiring improvement or further training. Service catalogs, and service requests processes and workflows can be created and customized for individual departments, without requiring any code.

ServiceNow Express offers a self-service portal, enabling users to submit requests through a shopping cart-style interface, with configurable prompts to guide users. Requests can be automatically routed to different individuals or groups based on their attributes, including the category or severity of the request, with customizable assignment rules. A centralized knowledge base can be created, with collaboration on submitted questions, answer scoring, and feedback collection, allowing users to search for find workarounds or solutions for their issues or questions. Users can also submit incidents or issues through the portal, and be kept informed of the progress on their request, query, or issue with online status updates.

ServiceNow Express also includes IT asset tracking capabilities, with flexible network scan scheduling, recording of asset serial numbers, manufacturers, costs, warranties, and other company-specific attributes, the ability to associate user accounts with devices and software licenses, and more.


Pricing options
Value for money
View Pricing Plans


Business size



United States, Asia, Australia, Brazil, Canada and 9 other markets, China, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom

Supported languages

English, Dutch, French, German, Italian and 3 other languages, Japanese, Portuguese, Spanish
ServiceNow Express screenshot: ServiceNow Express includes a visual task board, where users can manage tasks through a drag-and-drop interfaceGetting Started with ServiceNow Express | OverviewServiceNow Express screenshot: A categorized knowledge base can be set up in ServiceNow Express, enabling customers to search for answers to their queriesServiceNow Express screenshot: Service catalogs can be created using ServiceNow Express, providing a single location for all service requestsServiceNow Express screenshot: ServiceNow Express allows users to schedule reports to be distributed by emailServiceNow Express screenshot: Users are guided through the setup for ServiceNow Express, including system configuration, user and group creation, role assignment, and more

ServiceNow Express reviews

Value for money
Ease of use
Customer support

One of the best ITSM solutions ever!

Used daily for 1-2 years
Reviewed 2018-03-29
Review Source: Capterra

ServiceNow Express is an out-of-the-box solution that has preconfigured solutions ready to start working with a IT Service Management desk. All you need to work, ITIL compliance, Dashboards, Reports, Asset Management, Incident, Problem, Change Management, integration with 3rd parties solutions. In short, all you need to get ready in your IT department service desk.

Read the full review


ServiceNow Express is a great help desk tool for smaller companies but delivers good features.

Used daily for 2+ years
Reviewed 2018-06-28
Review Source: Capterra

ServiceNow is easy to deploy as they guide you through the process / setup. The software delivers a strong feature set and is easy to use and a good value for the cost.

Read the full review


ServiceNow Review

Used daily for 2+ years
Reviewed 2018-03-15
Review Source: Capterra

Speed to implement. Ability to build customized application

Read the full review


ServiceNow Express

Used daily for 2+ years
Reviewed 2019-01-23
Review Source: Capterra

Faster time to onboard new customers. Removed need for inhouse database support staff due to full SaaS

Read the full review

Antonio Acosta

ServiceNow CIS with experience implementing the solution for differents type of customers.

Used daily for 6-12 months
Reviewed 2018-02-26
Review Source: Capterra

As a cloud based solution you receive a ServiceNow Instance with a lot of out-of-the-box functionalities and benefits that let you consolidates differents process of the ITSM in a single system of record platform. The main process of the ITSM well are covered in the ServiceNow Express version and with a few week you can go live, and totally aligned to the ITIL best practices.

Read the full review

ServiceNow Express pricing

Pricing options
Free trial
View Pricing Plans

15-day free trial, no credit card required.
Pricing information is available on inquiry.

ServiceNow Express features

Activity Dashboard
Automatic Notifications
Knowledge Base
Real Time Monitoring
Ticket Management
Workflow Management

CRM Integration (72 other apps)
Chat (162 other apps)
Contact History (70 other apps)
Customizable Branding (76 other apps)
Email Integration (75 other apps)
Instant Messaging (84 other apps)
Multi-Channel Communication (73 other apps)
Reporting & Statistics (95 other apps)
Social Media Integration (72 other apps)
Surveys & Feedback (71 other apps)
Third Party Integration (98 other apps)

Additional information for ServiceNow Express

Key features of ServiceNow Express

  • Approval process automation
  • Automated email notifications
  • Drag-and-drop task management
  • Real-time task updates
  • Priority setting
  • Ticket assignment automation
  • Categorized knowledge base
  • Automated request routing
  • Configurable assignment rules
  • IT asset tracking
  • Real-time dashboards
  • Live data reporting
  • Ad hoc reporting
  • Customizable forms
  • Change request automation
  • Status updates
  • Visual task boards
  • Kanban boards
  • Self-service portal
  • Service catalog
  • Configurable prompts
  • Scheduled network scans
View All Features


Customer satisfaction and feedback can be recorded through surveys and the feedback capabilities in knowledge base articles, and this information can be used to identify training and service improvement opportunities.

Tasks can be managed through a drag-and-drop kanban board interface, with dynamic priority setting, task checklist creation, and real-time activity updates.

Requests can be routed automatically to specified individuals or groups, using configurable assignment rules and any request attribute, such as severity or category.

A centralized, categorized knowledge base can be created, with users able to collaborate on submitted questions and score articles.

IT assets including devices, servers, and software can be managed and monitored, with records of asset manufacturers, costs, serial numbers, and warranties.

Over 150 dashboards and reports are included, and users can create charts or graphs from lists, filter data, group by different metrics, and publish reports to self-service portals or role-based dashboards.