ServiceNow

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4.4 out of 5 stars
7,283 reviews
  • 43 profiles
  • 117 categories
Average star rating
4.4
#1 in 37 categories
Grid® leader
Serving customers since
2004
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ServiceNow Solutions

Discover ready-made solutions that bring related products, reviews, and resources together in one place.

ServiceNow AI Platform

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ServiceNow Workflow Data Fabric

155 reviews

Unify your approach to hyperautomation with API integration and robotic process automation (RPA), all on a single platform. Automate and connect anything to ServiceNow.

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ServiceNow AI Agents

515 reviews

ServiceNow AI Agents act autonomously on your behalf. They solve challenges in IT, customer service, HR, and beyond, driving exponential productivity.

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ServiceNow Customer Service Management

526 reviews

ServiceNow CSM enhances every aspect of the customer lifecycle by utilizing AI-driven capabilities to optimize omnichannel self-service and improve issue resolution. It automates customer operations across departments and empowers agents with real-time intelligence and productivity tools. Key features and capabilities include: AI Agents: Handle routine tasks and complete processes autonomously, freeing up human agent time and scaling the call center operations 24/7. Self-Service: Empower customers with AI-powered conversational chat to get answers and take action quickly. Guide customers through personalized action steps across various channels such as chat, portals, and catalogs. Agent Workspace: Provide a single, configurable workspace integrated across channels for a holistic customer view. AI-powered case summaries, guided playbooks, and recommendations make it fast and easy to provide excellent service. Case Management: Seamlessly orchestrate complex customer issues across departments to boost resolution times and customer satisfaction with a unified data model and automated workflows. Knowledge Management: Allow AI Agents to create and share relevant knowledge articles and case summaries quickly with both human agents and customers. Predictive Intelligence: Use AI to anticipate customer needs, automate resolutions, and reduce case volume. Deliver smart, proactive service to achieve value faster. ServiceNow CSM unifies people, processes, and data, ensuring seamless and effective service delivery that leverages AI to enhance customer satisfaction and reduce operational costs.

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ServiceNow IT Service Management

2,021 reviews

ServiceNow delivers an IT Service Management experience that is faster, smarter, and more automated than ever.

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ServiceNow Employee Experience

ServiceNow Employee Experience

Get Work Done Right, with People and AI Working Together As One

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ServiceNow HR Service Delivery

427 reviews

ServiceNow HR Service Delivery is an integrated suite of applications designed to create a consumer, like service experience, while increasing HR productivity. Whether it's a simple request for information, or a multi‑departmental process like onboarding, employees finally have a single place for all their service needs.

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ServiceNow Reviews

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Profile Name
Star Rating
4585
2324
312
39
23
Kendy M.
KM
Kendy M.
Customer Support SpecialistEnterprise (> 1000 emp.)
11/04/2026
Validated Reviewer
Review source: G2 invite
Incentivized Review

Excellent Ticket Organization, Room for Smarter Routing

|ServiceNow IT Service Management
I find it easy to track pending tasks and requests, note resolutions and the steps needed to resolve them, and assign work to different teams. I like how ServiceNow IT Service Management helps me organize tasks, issues, and requests, and how it prioritizes tickets based on who they’re assigned to and different priority tiers. The comment section lets me add details relevant to a resolution and share them with other team members, even people outside my organization. Setup was very easy: it took about 30 minutes for the tour and one-on-ones to get started, and I hardly ever needed help from the technical team. My experience with ServiceNow IT Service Management was great; it’s one of the best systems I’ve worked with for tracking tickets and organizing tasks.
Verified User
U
Freelance Translator
Small-Business (50 or fewer emp.)
5/5

This tool excels in managing IT tickets effectively, allowing users to track each ticket throughout its lifecycle. Its comprehensive tracking ensures that no ticket is left unresolved, which is crucial for maintaining service quality.

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Summarized using AI
Gaurav S.
GS
Gaurav S.
Head Of Information TechnologyMid-Market (51-1000 emp.)
11/04/2026
Validated Reviewer
Review source: G2 invite
Incentivized Review

Global standard for risk and governance with flexibility for customisations

|ServiceNow Governance, Risk, and Compliance (GRC)
Strong adherence to global standards, with good transparency and a clear business model. It’s easy to customise and flexible enough to fit businesses of any size.

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HQ Location:
Santa Clara, CA

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What is ServiceNow?

ServiceNow allows employees to work the way they want to, not how software dictates they have to. And customers can get what they need, when they need it.

Details

Year Founded
2004
Ownership
NYSE:NOW