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ServiceNow

ITSM for automation & management of IT enterprise services

Table of Contents

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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: February 2026

ServiceNow overview

Based on 342 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

Workflow Automation

Process Management

Tracking

High cost for smaller organizations

ServiceNow’s user interface

Ease of use rating:

4.5

(342)

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(148)

5(189)

What do users say about ServiceNow?

Select to learn more

Who uses ServiceNow?

Based on 342 verified user reviews.

Company size

Midsize Businesses

Enterprises

Small Businesses

Top industries

Information Technology and Services

Computer Software

Financial Services

Telecommunications

Others

Use cases

Help Desk

IT Management

ITSM

IT Asset Management

Online Help Desk Software

ServiceNow's key features

GetApp's analysis of 62 verified user reviews collected between July 2021 and November 2024 identifies ServiceNow's most critical features and summarizes user sentiment about those features.

Ticket Management

4.5

Reviewers appreciate ServiceNow's Ticket Management capabilities for their customization options and integration with other processes. They report the ability to assign tickets to specific support groups or individuals, track updates, and manage escalations efficiently. Users find the tool user-friendly, with capabilities like automated workflows, proper categorization, and smooth routing for approvals. They highlight the ease of creating and managing tickets, as well as the ability to monitor work queues through customized dashboards. They also value the integration with alerting tools for real-time problem tracking. Of the 35 ServiceNow users who gave detailed accounts of their use of Ticket Management, 100% rated this feature as important or highly important.

See related user reviews

“ServiceNow is also know for Ticket Management, we can customize ticket management according to our requrements. we can integrate it with many other process in ServiceNow.”

Rohit M.

software development engineer

“The product has a way of assigning tickets to support groups and any other groups that may be relevant. It also has a way where you can assign to individuals from those groups. You can track the ticket as a support technician or even as a customer since updates will be visible ”

Gladman T.

ICT

Incident management

4.6

Reviewers indicate that ServiceNow's Incident Management is highly effective for tracking and resolving support issues. They value the integration with CMDB, which helps in understanding the scope of incidents. Users appreciate the backend automation, priority changes, and state management. They find the communication capabilities robust, with all activities logged within the ticket. They also highlight the ease of creating incidents, setting escalation rules, and the ability to link incidents with other ticket types. They report that the module is powerful, customizable, and essential for daily operations. Of the 19 ServiceNow users who gave detailed accounts of their use of Incident Management, 100% rated this feature as important or highly important.

See related user reviews

“The ServiceNow incident and major incident management works really well, it helps you keep track of support issues and once linked to CMDB, you can easily see the scope of an issue and how far people can be affected during a major incident for example.”

Louwrens N.

Senior IT Engineer

“The communication features are great and all activity is logged within the ticket itself. you can like requests, incidents and other ticket types together and this is especailly helpful when an MI is raised.”

Zain J.

Support Team Lead

All ServiceNow features

Features rating:

4.5

(342)

Project management

4.7

(6)

Real-Time reporting

4.5

(4)

Release management

4.0

(1)

Configurable workflow

4.5

(2)

Performance monitoring

5.0

(1)

Service catalog

4.4

(23)

Monitoring

3.0

(1)

Status tracking

3.5

(2)

Data storage management

4.5

(2)

Knowledge management

4.7

(3)

Issue auditing

4.6

(7)

Dashboard

4.3

(36)

Support ticket management

4.5

(83)

Problem management

4.3

(17)

Reporting & statistics

4.2

(23)

Task management

4.4

(21)

Knowledge base management

4.3

(24)

Automated routing

4.3

(47)

Alerts/Notifications

4.3

(61)

Support ticket tracking

4.5

(19)

Workflow management

4.4

(52)

Performance metrics

4.5

(17)

Change management

4.5

(44)

Service level agreement (sla) management

4.6

(84)

IT reporting

4.2

(27)

Alerts/Escalation

4.3

(69)

Inventory management

4.4

(23)

Prioritization

4.4

(27)

Asset tracking

4.4

(26)

Self service portal

4.5

(59)

Activity dashboard

4.1

(18)

Data visualization

4.2

(11)

Configuration management

4.5

(21)

Real-Time data

4.5

(8)

Compliance management

4.3

(24)

Contract/License management

4.4

(5)

IT asset management

4.6

(19)

Availability management

4.3

(4)

Surveys & feedback

4.6

(9)

Email management

4.3

(42)

API

4.4

(15)

Capacity management

4.1

(10)

Reporting/Analytics

3.7

(7)

Version control

4.2

(9)

Client portal

4.2

(6)

Real-Time chat

4.3

(7)

Customizable branding

4.4

(10)

Remote access/control

4.2

(52)

CRM

4.3

(4)

Data import/export

4.5

(8)

Employee management

4.0

(2)

Macros/Templated responses

4.2

(9)

Relationship mapping

(0)

Request Assignment

(0)

Search/Filter

(0)

Chatbot

(0)

Asset lifecycle management

(0)

Approval process control

(0)

Graphical user interface

(0)

HR management

(0)

Impact management

(0)

Integrated business operations

(0)

Integrated development environment

(0)

Financial management

5.0

(2)

IT asset tracking

(0)

IT Cost Management

(0)

Drag & drop

4.0

(1)

License management

3.0

(1)

Lifecycle management

(0)

Data mapping

(0)

Multi-Cloud management

(0)

Cost tracking

4.0

(1)

Cost management

(0)

Real-Time analytics

4.0

(1)

Real-Time updates

(0)

ServiceNow awards

Data Center Management

79/100

ServiceNow alternatives

ServiceNow

4.5

(342)

Starting from

100

/user

Per month

Free trial

Free version

Ease of Use

4.2

Features

4.5

Value for Money

4.2

Customer Support

4.3

Zendesk Suite

4.4

(4K)

learn more

Starting from

No pricing info

Free trial

Free version

Ease of Use

Features

Value for Money

Customer Support

Freshdesk

4.5

(3.3K)

learn more

Starting from

No pricing info

Free trial

Free version

Ease of Use

Features

Value for Money

Customer Support

Milvus

4.8

(270)

learn more

Starting from

No pricing info

Free trial

Free version

Ease of Use

Features

Value for Money

Customer Support

ServiceNow pricing

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:

4.2

Of 31 reviews that provide robust commentary on ServiceNow's price and value, 20% mention it in a positive light.

Some reviewers find ServiceNow’s pricing reasonable and affordable for the range of capabilities it offers, with a few users appreciating its cost-effectiveness compared to similar tools. However, most users report that ServiceNow is expensive, especially for small and mid-sized businesses, and say the cost of licenses, modules, and training can be prohibitive. Users indicate that the lack of a free trial and the high implementation costs make it less accessible for organizations with limited budgets. Some reviewers feel the pricing structure is inflexible and not easily negotiable.

, and

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

“It's pricing is reasonable and affordable.”

Faith S.

Customer Service Specialists

“ServiceNow is very expensive, which is a huge deterrent for small and mid-size companies to use its software.”

Arthi S.

Information Security Analyst

“ServiceNow doesn't provide a free trial period.”

Evgeni K.

ServiceNow Developer

ServiceNow integrations (684)

Integrations rated by users

We looked at 342 user reviews to identify which products are mentioned as ServiceNow integrations and how users feel about them.

Slack

Integration rating: 4.2 (5)

“For raising incidents directly from slack and conveying users regarding their requests when any progress happens through automation.”

Anonymous R.

Programmer Analyst

Microsoft Entra ID

Integration rating: 4.5 (2)

“Ability to auto provision to AD groups directly from ServiceNow is a huge time and manual effort saver.”

Roman G.

Sr. Manager, Internal Audit

Okta

Integration rating: 5.0 (2)

“We pull directory information into ServiceNow so we know people's office locations, phone numbers and titles. ”

Chris C.

Manager, Apps Development

Salesforce Platform

Integration rating: 4.0 (1)

“Business team uses that to create requests and that flows into ServiceNow, however, the request in Saleforce is sometimes disparate from the request in ServiceNow. I would need to better understand the workflow there.”

Carlos A.

IT Business Analyst

Jira

Integration rating: 4.4 (5)

Microsoft 365

Integration rating: 4.7 (3)

Microsoft SharePoint

Integration rating: 5.0 (3)

ScienceLogic

Integration rating: 4.5 (2)

PagerDuty

Integration rating: 5.0 (1)

Zapier

Integration rating: 5.0 (1)

BeyondTrust Remote Support

Integration rating: 5.0 (1)

Lansweeper

Integration rating: 4.0 (1)

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. Who are the typical users of ServiceNow?

ServiceNow has the following typical customers:
Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business

These products have better value for money

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.

Q. What are the benefits of using ServiceNow?

One solution for asset management, change and release management, configuration management, incident management, IT cost management, problem management, and a service catalog.

Build and deploy custom applications in days, integrate your existing apps and new apps, requires minimul to zero coding knowledge.

Consolidate all legacy apps into one single system to record all process and get actionable insight into all your IT. Send information among all apps.

Standardize service processes and implement automation to replace manual tasks. Create custom workflows, apps and forms.

Offers complete project management, from planning and execution, to time management, task assignment and status tracking. Includes demand management, resource management, software development lifecycle.

Q. What languages does ServiceNow support?

ServiceNow supports the following languages:
Dutch, English, French, German, Italian, Japanese, Portuguese, Spanish

Q. Does ServiceNow support mobile devices?

ServiceNow supports the following devices:
Android, iPad, iPhone

Q. Does ServiceNow offer an API?

Yes, ServiceNow has an API available for use.

Q. What level of support does ServiceNow offer?

ServiceNow offers the following support options:
24/7 (Live rep), FAQs/Forum, Phone Support, Email/Help Desk, Chat, Knowledge Base