User Reviews of ServiceNow Customer Service Management

The tool is highly scalable. I rate the scalability a nine out of ten. Many cross-functional teams in our organization used the product. We had more than 50 support personnel. The number of end users was quite high. The whole organization was in a self-service mode. We could create requests ourselves. It allowed us to streamline the IT...

The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers. Though our company prefers to implement the solution directly out of the box, we need better customization capabilities if there are some complex requirements from the...