Overall experience with
How helpful reviews are selected
Favorable Review
ServiceNow is a reliable and efficient platform for centralized ticket management and workflow corrdination.
Critical Review
Navigating ServiceNow's Challenges in the Competitive CSM Space
Likes and dislikes about
likes
1. Centralized ticket and case management ServiceNow keeps all requests, incidents and follow-ups in one place, making it easier to monitor progress, ownership and resolution history. 2. Workflow automation and routing It efficiently routes tickets to the correct team or queue, reducing manual forwarding and helping concerns reach the right department 3. Documentation and visibility Every update, note, and status change is logged, which improves transparency, accountability, and reporting for both employees and management.
May 5, 2026
dislikes
1. ServiceNow is not designed to handle customer emails, a core service channel in the industry. The email solution for our platform was entirely customized. 2. Out-of-the-box reporting does not support the basic capabilities of every spreadsheet application to calculate a metric from multiple data points (ex. visualize phone service level over time in a chart) 3. It was sold as a low/no-code infrastructure where the business could administrate changes. This is not true in our implementation. Simple enhancements such as adding a option to a drop down list require engineering support.
July 30, 2024
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