--- description: Get information about ServiceNow Problem Management price, usability & features from verified user experiences. Read reviews from Indian business users & discover similar tools. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: ServiceNow Problem Management Price, Features, Reviews & Ratings - Capterra India --- Breadcrumb: [Home](/) > [IT Management Software](/directory/10001/it-management/software) > [ServiceNow Problem Management](/software/152872/servicenow-problem-management) # ServiceNow Problem Management Canonical: https://www.capterra.in/software/152872/servicenow-problem-management Page: 1 / 3\ Next: [Next page](https://www.capterra.in/software/152872/servicenow-problem-management?page=2) > Investigate the root cause of an incident through structured problem analysis, then document solutions and workarounds in the KB. > > Verdict: Rated **4.4/5** by 42 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.4/5** | 42 Reviews | | Ease of Use | 4.0/5 | Based on overall reviews | | Customer Support Software | 4.3/5 | Based on overall reviews | | Value for Money | 4.2/5 | Based on overall reviews | | Features | 4.3/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: ServiceNow - **Location**: Santa Clara, US - **Founded**: 2012 ## Commercial Context - **Pricing model**: Per Feature - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based - **Supported Languages**: English - **Available Countries**: United States ## Features - Dashboard Software - IT Reporting ## Category - [IT Management Software](https://www.capterra.in/directory/10001/it-management/software) ## Alternatives 1. 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The workflow engine is another standout; assigning tasks across different technical teams feels seamless, and it really drives accountability throughout the resolution process. It’s one of those tools that makes complex coordination feel effortless. > > **Cons**: One challenge I’ve noticed with ServiceNow is that the UI can feel pretty heavy and slow to load, especially when working on older government networks—it definitely impacts productivity during peak times. Another pain point is customization; even something as simple as changing a mandatory field for ticket closure often turns into a bigger task than expected. Instead of a quick admin tweak, it usually requires a dedicated ServiceNow developer, which adds complexity and delays. > > We rely on ServiceNow as our single source of truth for IT service management, and for Problem Management in particular, it’s fantastic for maintaining audit trails and tracking RCA (Root Cause Analysis). That said, I’ve found that new team members often need quite a bit of training to navigate the complex menus and workflows effectively—it’s powerful, but not immediately intuitive. ----- ### "Positive Review for ServiceNow Problem Management" — 5.0/5 > **Galateya** | *3 October 2024* | Computer & Network Security | Recommendation rating: 10.0/10 > > **Pros**: The most I like about ServiceNow Problem Management is that it is easy to use interface. > > **Cons**: There in nothing I like the least about ServiceNow Problem Management, only pros, no cons. > > My over all experience with ServiceNow Problem Management is positive, I like it ----- ### "ServiceNow CSA CIS" — 5.0/5 > **Antonio** | *5 March 2018* | Recommendation rating: 10.0/10 > > **Pros**: Application alingned to the ITIL best practices thats covers the main scenarios from the problem management. Integrated to the other ServiceNow ITSM application like Incident, Change and with the resources provided by Asset Management, CMDB and Knowledge, lets the support staff cover the main task from the problem resolution. Relationships between Incidents and Changes are really straight forward task and with few steps you can accomplish this scenarios. > > **Cons**: In the process to cover the different tiers of support, the interactions with vendors could be more easy to modelate. > > The main benefits are related to cover the differents process defined in the ITIL best practices, looking for root cause of the Incidents and avoiding service interruptions ----- ### "Overengineered for a ticketing and incident reporting system" — 3.0/5 > **Verified Reviewer** | *31 July 2018* | Recommendation rating: 1.0/10 > > **Pros**: Once the correct path is selected, it is easy for users to submit their problems (following the prompt) > > **Cons**: Again, trying to do too much at once. The idea of "shopping" and adding a incident to your cart does not fit. Additionally, on the other side, the ones receiving the details, sometimes get bombarded with several emails from the same ticket. And the email will not show details necessary to at least have an idea of what the ticket is about. One email with a general summary would be so helpful. Also, sometimes closing out the task does not close out the ritm and req numbers above. This should not be the case, as it takes digging to find it if it doesn't close. Lastly, clients or ticket requestors should not be able to change the date for for a ticket. This logic doesn't make sense as they usually have no idea how long it takes to repeat a task and sometimes they choose a past date and the ticket breaches. > > Not really much, I've used other systems like this in the past, and they seemed more streamlined. ----- ### "Great ITIL software but performance is a huge issue" — 4.0/5 > **Verified Reviewer** | *29 July 2019* | Financial Services Software | Recommendation rating: 7.0/10 > > **Pros**: - Great All In one software to implement incident, problems, changes and management workflow. Very easy to track progress or existing tickets or search old ones. - Lots of user customization - Filter/Queries are very useful or expert users > > **Cons**: - The main issue with ServiceNow is Performance\!\!\! It often take long time to load a page or query results. - Filter and Queries are useful but sometime it's hard to search existing queries if you are in a different section of ServiceNow. Would be nice to have all-in-one queries for user so user can easier lookup all the existing queries (yes, you can go to the correct section first and then check the queries, but loading is often a big issue) - Lot of different ServiceNow products incorporated together, so it's sometimes hard for new users to browse around and get use to it. Learning curve is steep. - Very costly product. > > Overall, it's a great product. Performance is a bit issue Learning curve is steep but once you get used to it, it's great ----- Page: 1 / 3\ Next: [Next page](https://www.capterra.in/software/152872/servicenow-problem-management?page=2) ## Links - [View on Capterra](https://www.capterra.in/software/152872/servicenow-problem-management) ## This page is available in the following languages | Locale | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Structured Data