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ServiceNow

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6,778 reviews
  • 39 profiles
  • 110 categories
Average star rating
4.4
#1 in 22 categories
Grid® leader
Serving customers since
2004

ServiceNow Solutions

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ServiceNow AI Platform

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ServiceNow Customer Service Management

495 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 Workflow Data Fabric

148 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 EmployeeWorks

127 reviews

ServiceNow EmployeeWorks is a cloud-based AI platform, purpose-built for large enterprises, that resolves employees' IT support issues - instantly and automatically.

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ServiceNow Governance, Risk, and Compliance (GRC)

113 reviews

ServiceNow Integrated Risk Management (IRM) delivers risk and compliance management that’s smarter, faster, and more automated than ever.

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ServiceNow Security Operations

82 reviews

ServiceNow Security Operations is an Enterprise Security Response engine offering security incident response, vulnerability response, configuration compliance, and threat intelligence. It’s built on the intelligent workflows, automation, orchestration, and deep connection with IT of the ServiceNow platform.

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ServiceNow Source-to-Pay Operations

81 reviews

Deliver a streamlined buying experience. Digitize your processes to empower employees with self-service, align work teams, and boost productivity.

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ServiceNow CPQ

73 reviews

ServiceNow CPQ is a high-performance Commerce Logic Engine, a solution enabling businesses to sell their products and services more effectively through direct sales teams and digital commerce channels with more guided, flexible, and interactive selling experiences. We do this by providing a dedicated headless engine to govern the logic, rules, and recommendations that direct how products can and should be configured and sold, augmenting CPQ and commerce platforms. By providing an easy-to-manage, flexible, centralized solution for managing how solutions can and should be configured and sold, businesses can accelerate their GTM agility, reduce system administration costs, and increase selling effectiveness and efficiency across digital and direct selling channels.

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ServiceNow Software Asset Management

59 reviews

ServiceNow applications automate, predict, digitize and optimize business processes and tasks, across IT, Customer Service, Security Operations and Human Resources, creating a better experience for employees and customers while transforming enterprise.

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ServiceNow Enterprise Architecture

48 reviews

ServiceNow EA enables organizations to reduce costs and risks while eliminating technical debt and accelerating transformation. We deliver the springboard for sustainable, long-term success by: • Facilitating improved collaboration across business areas • Simplifying the integration of business, technology, processes, and people • Streamlining the connection of EA with strategy and delivery As the only solution integrated natively with the Now platform, ServiceNow is the only choice for organizations looking to optimize the business impact of their EA initiatives.

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ServiceNow DevOps

35 reviews

ServiceNow DevOps is a comprehensive solution designed to bridge the gap between development and operations teams, enhancing collaboration and automating processes to accelerate software delivery. By integrating seamlessly with existing DevOps toolchains, it provides real-time visibility into each stage of the development lifecycle, from planning and coding to deployment. This integration enables organizations to streamline workflows, reduce manual tasks, and ensure compliance without compromising speed or quality. Key Features and Functionality: - Automated Change Management: Automatically creates and manages change requests within the development pipeline, reducing administrative overhead and expediting approvals. - Integration with DevOps Tools: Supports out-of-the-box integrations with popular tools such as Jira, GitHub, Bitbucket, and Jenkins, facilitating a cohesive development environment. - Real-Time Insights: Offers dashboards and analytics that provide visibility into development activities, enabling teams to monitor performance metrics and identify bottlenecks. - Enhanced Collaboration: Fosters better communication between development and operations teams by providing a unified platform for tracking and managing development processes. Primary Value and User Solutions: ServiceNow DevOps addresses the common challenges of siloed teams and fragmented processes by unifying development and operations within a single platform. It automates routine tasks, such as change approvals and ticketing, allowing developers to focus on innovation while maintaining compliance and governance standards. By providing end-to-end visibility and real-time insights, it empowers organizations to deliver high-quality software faster, adapt to market changes swiftly, and achieve continuous improvement in their development practices.

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4290
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ServiceNow Reviews

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Profile Name
Star Rating
4290
2137
297
38
20
Samiksha C.
SC
Samiksha C.
08/05/2026
Validated Reviewer
Review source: Seller invite
Incentivized Review

Powerful Automation, But Complex Setup

I like using ServiceNow Field Service Management for its strong automation capabilities, which help me solve issues in the management workflow by reducing manual effort. It centralizes all incidents and requests in one platform, which also helps cut down my SLA. The dashboards are very useful for tracking and reducing SLA times. I appreciate how it facilitates better collaboration across IT and security business streams. The ability to customize easily for various business needs or industries is great, and it works well for both small teams and large enterprises with complex environments. It automates repetitive tasks like ticket assignments, prioritization, and escalations, ensuring everything is handled efficiently. It's helpful for quicker incident responses, and users can easily raise tickets, track requests, and review them.
Anddrew A.
AA
Anddrew A.
Senior QA Engineer | Automation First | Delivering Reliable Software
08/05/2026
Validated Reviewer
Review source: G2 invite
Incentivized Review

Clean, Intuitive Dashboard with AI Automation That Saves Time

The UI/UX is clean and easy to navigate once we become familiar with it, making it simple to track vulnerabilities and incidents from one dashboard. The AI and automation features have successfully reduced repetitive tasks by running playbooks in the background, allowing me to focus on higher-priority security work.
SI
Support I.
08/05/2026
Validated Reviewer
Review source: Seller invite
Incentivized Review

This is Great

ServiceNow Customer Service Management (CSM) tends to get praised for: - **Shared platform with ITSM/field service** — customer service cases connect to the same CMDB, so agents can see if a customer issue traces back to a known IT problem, outage, or asset, instead of working blind. - **Case deflection via self-service** — virtual agent/chatbot and a searchable knowledge base let customers resolve common issues without an agent, cutting ticket volume. - **Proactive customer service** — can trigger cases automatically from IoT/monitoring data or detected issues (e.g., a product outage) before the customer even reports it. - **Cross-departmental workflow** — a customer issue that needs engineering or ops involvement can flow seamlessly into those teams' ServiceNow workflows (via Connected Workspaces) rather than requiring an email or separate ticket in another system. - **Unified agent workspace** — agents get a single screen with case history, customer account details, and related records instead of switching between tools. - **Strong automation/AI features** — predictive intelligence for case categorization and routing, reducing manual triage. The usual caveat: it shines most for orgs already running ServiceNow ITSM/ITOM, since the cross-team routing and asset visibility are what set it apart from dedicated CSM tools like Zendesk or Salesforce Service Cloud — as a standalone customer service tool it's a heavier, pricier option. This looks like it's continuing the same vendor-review template — are these all going into one document for Petbarn?

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HQ Location:
Santa Clara, CA

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@servicenow

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