ServiceNow
ServiceNow is a cloud-based software company that provides a platform for digital workflow automation across IT, employee, customer, and creator workflows. It serves large enterprises and public sector organizations, helping them manage IT service management, operations, HR, customer service, and other business processes through subscription-based SaaS products and related professional services. The company generates revenue primarily from recurring subscription fees and implementation and consulting services.
- Business Process Management
- Workflow Automation
- IT Consulting & Implementation
- Revenue
- $9.6B
- Employees
- 23,000
- Founded
- 2004
- Headquarters
- Santa Clara, United States of America
What 284 Arbolus experts think of ServiceNow
NPS is strongly positive (mean≈9, several 10s, a few detractors at 3–5). Renewal intent is high for most large and mid-market accounts, with only isolated cases noting potential churn mainly due to cost. Stickiness is evidenced by the majority reporting >1 year on platform and multiple expansion cycles. Expert feedback consistently cites operational gains, workflow automation, and platform breadth as positives, though high cost and complexity are recurring negatives.Overall Customer Sentiment: Positive
Who reviewed ServiceNow
- C-Suite 62% (176)
- Director 26% (74)
- Manager 12% (34)
Employer names and spend open in the full report, along with the other 281 customers.
Everything 284 customers told us about ServiceNow.
Employer names, spend, renewal intent and every written answer behind the numbers on this page.
Sentiment
50 Net Promoter Score, from 284 scored reviews- Promoters 166
- Passives 94
- Detractors 24
Cumulative NPS by month
+0 over 6 months- May 8
- Jun 8
- Jul 8
- Aug 8
- Sep 8
- Oct 8
Net Promoter Score across 22 reviews, accumulated up to each month. Category median 22 across 22 companies.
Praised
- Enterprise Transformation Use Cases
- AI-driven Automation Expansion
- Integration and Cross-functional Visibility
- Integration and Extensibility
Criticised
- Over-customization Risk
- Complexity and Resource Demands
- High Total Cost of Ownership
- Implementation and Maintenance Complexity
What customers say
Renewal intent
Plan to renew 82%Plan to renew, by seniority
- 82% 79 answers
- 80% 40 answers
- 83% 6 answers
- 86% 7 answers
- 8.7/10 Average score from customers who will renew
- 7.4/10 Average score from undecided customers
- 5.5/10 Average score from customers not renewing
Top alternatives
Most weighed by ServiceNow customers
Report
More in Data & Analytics and Workplace & Productivity
Other companies in both categories with a customer report.
For people who use ServiceNow
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