ServiceNow Customer Service Management
523
Reviews
4.4
Star rating
#4
Rank in Customer Service Automation
Pros and cons
Pros
- Ease of Use
- Features
- Case Management
- Efficiency
- Automation
- Centralization
Cons
- Learning Curve
- Steep Learning Curve
- Complexity
- Limited Customization
- Not Intuitive
- Missing Features
Traffic & LLM citations
Source: G2 review data
Winning from
Losing to
Key stats
-69.7%
54
Enterprise
14
Adoption by company size
| Segment | Share of reviews |
|---|---|
| Small Business | 12.8% |
| Mid-Market | 33.0% |
| Enterprise | 54.2% |
Quarterly history
| Quarter | Reviews | Star rating |
|---|---|---|
| 2024 Q4 | 2 | 4.3 |
| 2025 Q1 | 3 | 4.5 |
| 2025 Q2 | 28 | 4.4 |
| 2025 Q3 | 34 | 4.3 |
| 2025 Q4 | 12 | 4.3 |
| 2026 Q1 | 9 | 4.2 |
| 2026 Q2 | 201 | 4.4 |
| 2026 Q3 | 61 | 4.3 |
Satisfaction ratings
Ease of Use8.7
Ease of Setup8.3
Quality of Support8.7
Meets Requirements8.9
What reviewers say
Responsive CSM and Helpful Knowledge Articles That Resolve Issues Fast
4.0
“The CSM’s response and the knowledge article links help us resolve most of the issues.”
CSM
4.5
“I’ve been fortunate to work on solution design and implementations across multiple ServiceNow modules, but I have to say that CSM is one of the most powerful modules I’ve come across. It offers all the capabilities of ITSM, along with an external, customer-focused gateway, which,”
The one stop shop
5.0
“It’s the best one-stop shop, not only for ITSM but for all aspects of the business.”