---
description: Learn more about ServiceNow IT Service Management price, benefits, and disadvantages for businesses in Australia. Read reviews from verified users and discover similar tools that fit your business needs.
image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress
title: ServiceNow IT Service Management Cost & Reviews - Capterra Australia 2026
---

Breadcrumb: [Home](/) > [Knowledge Management Systems](/directory/30094/knowledge-management/software) > [ServiceNow IT Service Management](/software/152874/servicenow-knowledge-management)

# ServiceNow IT Service Management

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> ServiceNow IT Service Management is a modern, cloud-based, silo-busting solution with improved productivity, cost and resilience.
> 
> Verdict: Rated **4.5/5** by 44 users. Top-rated for **Likelihood to recommend**.

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## Overview

### Who Uses ServiceNow IT Service Management?

Our target markets include the C-suite CIO as well as the Vice President, Director and Manager of IT Services.

## Quick Stats & Ratings

| Metric | Rating | Detail |
| **Overall** | **4.5/5** | 44 Reviews |
| Ease of Use | 4.3/5 | Based on overall reviews |
| Customer Support | 4.5/5 | Based on overall reviews |
| Value for Money | 4.1/5 | Based on overall reviews |
| Features | 4.6/5 | 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
- **Pricing Details**: Contact ServiceNow for pricing details.
- **Target Audience**: 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

- Access Controls/Permissions
- Asset Tracking
- Catalog Management
- Change Management
- Collaboration Tools
- Content Management
- Dashboard
- Knowledge Base Management
- Knowledge Management
- Problem Management
- Self Service Portal
- Ticket Management

## Support Options

- Email/Help Desk
- FAQs/Forum
- Knowledge Base
- Phone Support
- 24/7 (Live rep)
- Chat

## Category

- [Knowledge Management Systems](https://www.capterra.com.au/directory/30094/knowledge-management/software)

## Related Categories

- [Knowledge Management Systems](https://www.capterra.com.au/directory/30094/knowledge-management/software)
- [IT Service Software](https://www.capterra.com.au/directory/30672/it-service/software)
- [Issue Tracking Software](https://www.capterra.com.au/directory/30675/issue-tracking/software)
- [ITSM Tools](https://www.capterra.com.au/directory/30676/itsm/software)
- [Help Desk Software](https://www.capterra.com.au/directory/30008/help-desk/software)

## Alternatives

1. [Milvus](https://www.capterra.com.au/software/202528/milvus) — 4.8/5 (298 reviews)
2. [Freshservice](https://www.capterra.com.au/software/132997/freshservice) — 4.6/5 (792 reviews)
3. [Atera](https://www.capterra.com.au/software/144309/atera) — 4.5/5 (454 reviews)
4. [TOPdesk](https://www.capterra.com.au/software/127562/topdesk) — 4.4/5 (111 reviews)
5. [SysAid](https://www.capterra.com.au/software/107225/sysaid) — 4.5/5 (522 reviews)

## Reviews

### "need better message function after a ticket is raised" — 3.0/5

> **Terry** | *12 April 2025* | Mining & Metals | Recommendation rating: 5.0/10
> 
> **Pros**: the ticket management system is very similar to our previous system
> 
> **Cons**: the message function is not very well designed, i would prefer something similar to teams or slack which i can attach a screenshot and message below

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### "Efficient IT Workflows with Steep Learning Curve" — 4.0/5

> **Verified Reviewer** | *26 February 2026* | Information Technology & Services | Recommendation rating: 8.0/10
> 
> **Pros**: I loved ServiceNow ITSM’s ability to streamline IT workflows, automate tasks, and provide clear visibility across all service requests.
> 
> **Cons**: The interface can feel complex, and setup or customization often requires significant time and technical expertise.
> 
> Overall, ServiceNow ITSM streamlines IT workflows effectively, though complexity and setup can be challenging for new users.

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### "Managing your IT service all in one place" — 4.0/5

> **Joshua** | *26 September 2024* | Information Technology & Services | Recommendation rating: 8.0/10
> 
> **Pros**: User-friendly and easy to use, it can be integrated with PagerDuty to send Priority One alerts that require immediate response.
> 
> **Cons**: The branding to popx.service-now.com where you can customize your service look too complex and not user friendly as the usual default ServiceNow front end.
> 
> fair enough, I have had a fair experience using it. However not as great as Autotask

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### "Great Central Hub for All IT Support" — 5.0/5

> **Elizabeth** | *5 July 2026* | Higher Education | Recommendation rating: 10.0/10
> 
> **Pros**: Everything from requests to students' tech to asset tracking and server change requests are all managed from one dashboard. The automation rules allow incoming tickets on the campus to be routed to the appropriate IT team the moment they are created, saving us hours of manual sorting.
> 
> **Cons**: The system configuration interface is very sophisticated and has to be mastered in order to change the basic workflows.
> 
> ServiceNow is a highly capable platform that helps to maintain a well-organized and structured technical support environment within our University. It intelligently seamlessly integrates our student helpdesk with our back end infrastructure teams.

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### "ServiceNow IT Service Management" — 4.0/5

> **Julia** | *1 May 2026* | Hospital & Health Care | Recommendation rating: 8.0/10
> 
> **Pros**: I find ServiceNow easier to navigate than other software. I use it for submitting IT tickets and project requests.
> 
> **Cons**: It is difficult to look up a project if you don't have the project number assigned to it. Submitting general IT ticket are easy but not if requesting access.
> 
> Overall, I like ServiceNow. I use it daily to submit projects that will later be approved and moved over Oracle. I like it more than Oracle.

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## Links

- [View on Capterra](https://www.capterra.com.au/software/152874/servicenow-knowledge-management)

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| en | <https://www.capterra.com/p/152874/ServiceNow-Knowledge-Management/> |
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