ServiceNow Customer Service and Technical Support

SeanHook
System Architect at a pharma/biotech company with 1,001-5,000 employees
Technical support is very good. Like in any support organization, there can be technicians who do not meet your requirements, but the vast majority of the ServiceNow support engineers have been helpful. As a side note, support is delivered via predominately Indian personnel. This is common in the IT industry, but we have seen it almost exclusively with ServiceNow support. View full review »
it_user561243
IT Coordinator at a financial services firm with 1,001-5,000 employees
Here in Brazil, we have local support from a company called Fast Lane. They are the enterprise that did the development and implementation of the solution in our company. We don't have any issues with them. They are very fast and very helpful. They help us with the design of our processes and the tools. View full review »
Consultant2008
Consultant at a consultancy with 10,001+ employees
I would rate the support they provide us, at above three out of five. If they do not come up with a solution or our request is out of the scope of their support, they do help us with a direction for how to get it done. View full review »
Find out what your peers are saying about ServiceNow, BMC, Micro Focus and others in IT Service Management (ITSM). Updated: November 2019.
378,809 professionals have used our research since 2012.
Uzzawal Agrawal
Associate Director at a consultancy with 10,001+ employees
Out of ten, I would rate technical support at seven. Sometimes, it seems to me that even though we are looking for a simple solution, if something has to be customized, ServiceNow technical support doesn't look at it and they simply say that we have to go with Professional Services. They won't look at any custom script or any custom implementation. Where we have done a small customization to something out-of-the-box, even in those cases there are times when ServiceNow is not able to support us. View full review »
Mir Razvi
Sr. ServiceNow Developer at a tech services company with 10,001+ employees
Usually, we don't reach out to ServiceNow until we know the problem is not in our hands. As a gold partner, our company has access to on-call support and direct access to ServiceNow's experts. We are able to contact people there, at the business level, and get things done. View full review »
Vadim Tomkevich
Project Manager, Manager of ITSM Consulting Team at a tech vendor with 10,001+ employees
I haven't had a chance to check technical support myself, but my colleagues say it could be faster. But in comparison to my previous experience with HPE/Micro Focus, ServiceNow is the same. It's good but it could be better. View full review »
it_user558933
Technology Strategy & Architecture at a consultancy with 1,001-5,000 employees
ServiceNow technical support has always been excellent. They are quick to respond, they have good, strong technical capabilities, they're good at communicating and getting in touch with you. View full review »
reviewer896733
Director of Channels and Alliances at a tech vendor with 11-50 employees
Their technical support is very good. We're in the partner program so we have a different development program. We access a different group within support compared to the support a regular client would access. When we need help, the people we work with are very good. Things get resolved, things don't linger. View full review »
Dele Fakinlede
IT Systems Analyst Lead with 10,001+ employees
I would rate technical support at seven or eight out of ten. They are pretty much on time. They're willing to help. View full review »
Khem Raj Kashyap
Senior Technical Lead at a comms service provider with 1,001-5,000 employees
Technical support is an eight out of ten. View full review »
Idan Harel
Managing Director at a tech services company with 51-200 employees
Quick, friendly, and efficiently responsive customer support. View full review »
Konstantinos Kourtidis
Systems Analyst at a energy/utilities company with 11-50 employees
If it is a high priority, they will respond very quickly. If it is a low priority issue, it might take some time, some three or four days. I would rate the technical support as a 10 out of 10. View full review »
Sai Geetha Dasariraju
ServiceNow Developer with 501-1,000 employees
If there is an issue we raise a high-level ticket. We usually get a response within a day or, if it a priority, within two or three hours. They have provided us solutions that we've implemented in our company. View full review »
AssistVP33
Assistant Vice President at a financial services firm with 10,001+ employees
On a scale of one to 10, I would rate technical support as a seven. View full review »
Find out what your peers are saying about ServiceNow, BMC, Micro Focus and others in IT Service Management (ITSM). Updated: November 2019.
378,809 professionals have used our research since 2012.
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