Skip to main content

With years in the software tech industry, I've seen platforms come and go. Today, I'm giving you a thorough review of the ServiceNow cloud-based workflow automation platform. You'll get a clear look at its features, strengths, and weaknesses. By the end, you'll have what you need to decide if it's the right fit for you. Stay with me.

ServiceNow software review showing the software asset analytics feature
With ServiceNow you can see in detail and chronologically the information you need, like asser analytics.

ServiceNow Platform Overview

ServiceNow is a platform designed to automate workflows and integrate business processes. The tool primarily targets organizations with complex IT requirements, including sectors like healthcare, telecommunications, and financial services. It enhances productivity by consolidating fragmented tasks and processes into unified workflows. Its main selling points are its ability to simplify change management, incident management, and IT service management through customizable dashboards and modules.


  • Customizability: The Service Now platform allows a high degree of tailoring, letting you adapt the tool to your specific organizational needs.
  • Scalability: The architecture supports growth, enabling you to add modules or functionalities as your business expands.
  • Integration: ServiceNow offers robust API support, simplifying integrations with other software such as Salesforce, Microsoft, and IBM.


  • Complexity: Some users find the abundance of features overwhelming, leading to a steeper learning curve.
  • User Interface: While functional, the user interface is not as intuitive as some other cloud-based alternatives.
  • Pricing: ServiceNow often involves a significant financial commitment, which might be a barrier for smaller organizations.

Expert Opinion

In my years of examining problem management platforms and software, ServiceNow stands out for its sheer adaptability and the breadth of its functionalities. When comparing it to competitors like BMC or Microsoft, it offers a comprehensive set of features encompassing IT service management, project management, and more. It excels in API integration capabilities, and the customizability is a key benefit.

However, it's not a tool you can just plug and play. The user interface lacks the intuitiveness found in some other platforms, and pricing could be a bottleneck for smaller companies. If you're looking for a platform that can grow with your business and can integrate seamlessly into a complex IT environment, ServiceNow has significant advantages.

ServiceNow: The Bottom Line

What sets ServiceNow apart from similar platforms is its comprehensive feature set aimed at complex IT environments. Its strengths lie in its customizable modules for change management, IT service management, and its advanced dashboards. ServiceNow is not just a ticketing system; it's an ecosystem where you can automate numerous workflows, making it invaluable for large organizations.

ServiceNow Deep Dive

In this section, we will delve into the nitty-gritty details of this platform, ServiceNow, focusing on product specifications, standout features, integrations, pricing, and ease of use.

Product Specifications

  1. Workflow Automation - Yes
  2. Task Management - Yes
  3. Incident Management - Yes
  4. Change Management - Yes
  5. IT Asset Management - Yes
  6. Project Management - Yes
  7. Reporting and Analytics - Yes
  8. Customer Support - Yes
  9. Knowledge Base - Yes
  10. SLA Management - Yes
  11. User Interface Customization - Yes
  12. SaaS Deployment - Yes
  13. API Availability - Yes
  14. Self-service Portal - Yes
  15. Real-time Updates - Yes
  16. Dashboards - Yes
  17. Multi-Channel Support - Yes
  18. Role-Based Access - Yes
  19. File Sharing - Yes
  20. Chat and Collaboration - Yes
  21. Onboarding Features - No
  22. Mobile App - Yes
  23. Automated Surveys - No
  24. Telephony Integration - Yes
  25. Financial Management - Yes
ServiceNow software's incident security feature
Analyze all incidents reported in the ServiceNow system.

Feature Overview

  1. Workflow Automation: Automates routine tasks, streamlining IT service management.
  2. Incident Management: Rapidly categorizes, tracks, and resolves incidents to minimize business impact.
  3. Change Management: Orchestrates changes in a structured way, reducing risks.
  4. IT Asset Management: Consolidates asset data, making it easier to manage hardware and software assets.
  5. Project Management: Enables real-time project tracking, helping teams to align with goals.
  6. Dashboards: Provides highly customizable dashboards that offer a unified view of data.
  7. Knowledge Base: Makes it easy to create, maintain, and access a central repository of problem-solving resources.
  8. API Availability: Strong API support allows seamless integration with other tools.
  9. Self-service Portal: Allows end users to request services or report incidents themselves.
  10. Financial Management: Facilitates real-time monitoring of costs, aligning services with business goals.

Standout Functionality

  1. Workflow Automation: Unlike some platforms, ServiceNow enables complete lifecycle automation, going beyond just ticketing or problem-solving.
  2. Knowledge Base: The strength of ServiceNow’s Knowledge Base lies in its flexibility, including rich media and advanced search.
  3. API Availability: ServiceNow offers a comprehensive set of APIs, making it more integrable than most of its competitors.


  • Native integrations with Salesforce, IBM, Microsoft, and more.
  • Robust API capabilities allow integration with other tools and software development projects.
  • Several add-ons available to extend functionalities like advanced analytics and IoT monitoring.

ServiceNow Pricing

  • Standard Tier: $100/user/month (min 5 seats); includes core ITSM features.
  • Professional Tier: $200/user/month (billed annually); includes advanced modules and API support.
  • Enterprise Tier: $400/user/month; adds advanced analytics and dedicated customer support.
  • No free tier available.
  • Additional costs may include one-time setup fees.

Ease of Use

ServiceNow’s user interface is functional but not as intuitive as some of its competitors. Onboarding can take some time due to the platform's rich feature set. Navigation within the tool is logical but could use some improvements to enhance the overall user experience. The self-service portal is a bright spot, making it easier for end users to engage with the platform. However, the wealth of features can sometimes make the platform overwhelming to navigate.

Customer Support

ServiceNow offers a range of customer support channels, including live chat, email, and phone support. They also provide a wealth of resources like webinars, documentation, and tutorials. However, the response times can sometimes lag, especially for non-urgent issues. I also find that while they offer extensive documentation, it leans toward the technical side, which can be frustrating for less tech-savvy users.

ServiceNow Use Case

Who would be a good fit for ServiceNow?

ServiceNow shines in complex IT environments, particularly in sectors like healthcare, telecommunications, and financial services. The platform caters well to medium to large enterprises where the need for robust IT service management, change management, and automation of workflows is high. Organizations with a sizable team and a need for extensive customization options find ServiceNow highly useful.

Who would be a bad fit for ServiceNow?

Smaller companies or startups with straightforward IT needs might find ServiceNow overwhelming and expensive. Organizations that require a quick, easy setup with a focus on user-friendly design might also find this tool less suitable.

ServiceNow FAQs

What Does ServiceNow Offer?

ServiceNow is a cloud-based platform that automates workflows and integrates business processes primarily for IT service management.

Who Uses ServiceNow?

Medium to large enterprises across various sectors like healthcare, telecommunications, and financial services commonly use ServiceNow.

How Customizable is ServiceNow?

Highly. ServiceNow allows a significant degree of customization to tailor the platform to specific organizational needs.

How Does Pricing Work?

Pricing is per user, per month, with different tiers offering varying levels of features. There is no free tier.

Is API Support Available?

Yes, ServiceNow offers robust API support for seamless integration with other software and tools.

Is ServiceNow Mobile-Friendly?

Yes, there is a mobile app to allow for flexible usage.

What Kind of Customer Support is Available?

Live chat, email, and phone support are available, in addition to webinars, documentation, and tutorials.

Is ServiceNow Suitable for Small Businesses?

Generally, ServiceNow is more geared toward medium to large enterprises with complex IT needs.

Alternatives to ServiceNow

ServiceNow Company Overview & History

ServiceNow is a cloud-based management tool company that specializes in automating workflows and IT service management. Founded in 2004 and headquartered in Santa Clara, the company serves a wide range of sectors, including healthcare, telecommunications, and financial services. Notable board members include Jeff Miller and Susan Bostrom. The company's mission statement emphasizes delivering digital workflows that create great experiences and unlock productivity.


ServiceNow offers a comprehensive set of features designed to automate workflows and improve IT service management. It's a solid choice for medium to large organizations, but it may not be the best fit for small companies or those with more straightforward needs. Feel free to share your experiences in the comments, and don't forget to visit our software tools section for more reviews on cloud-based workflow automation platforms.

By Paulo Gardini Miguel

Paulo is the Director of Technology at the rapidly growing media tech company BWZ. Prior to that, he worked as a Software Engineering Manager and then Head Of Technology at Navegg, Latin America’s largest data marketplace, and as Full Stack Engineer at MapLink, which provides geolocation APIs as a service. Paulo draws insight from years of experience serving as an infrastructure architect, team leader, and product developer in rapidly scaling web environments. He’s driven to share his expertise with other technology leaders to help them build great teams, improve performance, optimize resources, and create foundations for scalability.