ServiceNow Reviews in 2021: Alternatives, Pricing, Reviews - SSR

Noah Edis
HR Tech writer and content marketer
May 16, 2022
We spend hundreds of hours researching the best HR and recruiting software so you don’t have to.  We never take money from vendors during our research phase and rely heavily on practitioners and experts to help us recommend the right software.  However we may earn a small fee if you click on vendor links on this page.
Learn more

ServiceNow Versus the competition

ServiceNow Knowledge Management (KM) is effortless to learn, easy to adopt, and provides a fantastic way to share knowledge within the organization. It's a fully-featured managed solution with many bells and whistles.

If you're ready to get a ServiceNow demo, we suggest getting in touch for a look at the product and quote. Otherwise, read on!


ServiceNow Review

ServiceNow KM helps organizations build a self-service portal that makes it easy for their employees to find answers. One of its key features is capturing knowledge from employees, customers, and partners, making it available for people across the organization. 

ServiceNow KM can help improve efficiency by cutting down service tickets by 30%. In addition, every issue resolution can be published on the KM software, saving time and effort.

Who shouldn't buy ServiceNow

ServiceNow KM does not have publicly available pricing, but many reviewers note that it can be pricey. It may also cost extra to roll out and effort to implement.

ServiceNow Customers

ServiceNow works with different industries from various regions, including Delta Airlines, American University, T Systems, Qantas, and Experian.

ServiceNow: Easy-to-handle enterprise KMS

ServiceNow Stats

  • 52% faster relief time
  • 30% resolution time reduction (Basware)
  • 11% increase in CS score (Basware)
  • 75% customer response times (Basware)
  • 3,000 per month reduction in monthly service desk calls (Flight Centre)

ServiceNow Key Features

  • Feedback management: Teams can act on customer and internal user feedback with lateral solutions and closed-loop processes.
  • Knowledge demand insights: Organizations can automatically visualize and identify gaps in the knowledge base through machine learning.
  • In-context creation: Teams can capture existing solutions and publish them on the knowledge base while managing cases.

ServiceNow Knowledge Management also offers:

  • Knowledge harvesting
  • Knowledge blocks
  • Analytics and dashboards
  • AI search
  • Group ownership
  • Translation management

ServiceNow Key Integrations

ServiceNow Knowledge Management offers integration for many third-party applications and data sources, mostly done through Web Services, JDBC, LDAP, Excel, CSV, and Email, as well as any industry standard technologies that use SOAP, REST, or WSDL.

ServiceNow Pricing

ServiceNow Knowledge Management does not have public pricing. They provide demos but no free trial, with a quote-based plan.

Motivosity Recognize
Motivosity Recognize
Motivosity Lead
Motivosity Listen
$5 per person per month
$6.50 per person per month
$2 per person per month

ServiceNow Implementation

ServiceNow Knowledge Management offers a guided setup for the initial configuration of all its products. The company provides a demo and quote-based plans, so it's best to contact sales to get started.

ServiceNow Customer Success

ServiceNow offers 24/7 support through their Now Support app. Self-service resources are also available through the Now Support social channels, library, and community. In addition, ServiceNow offers separate paid plans for support account management services to avail advanced support and technical guidance and analysis from their experts.

About ServiceNow

As a next step you can visit the ServiceNow website or read about alternatives below

As a next step you can visit the ServiceNow website or read about alternatives below

ServiceNow Alternatives

Document360 offers a simple yet powerful KMS that works as a central knowledge base for any organization. It is packed with smart tools and integrations that make it easy for knowledge employees to create, share, and manage their documents.
Zendesk Guide offers a ton of configurability and an easy-to-use yet efficient document management platform that offers a built-in ticketing system. It also gives users several ways to customize the knowledge base’s design, look, and theme.
Zoho Desk is a comprehensive customer support software that assists companies in setting up an organized help center. It helps you build and maintain a deep knowledge base with everything a support team needs to do business.
Atlassian Confluence is a KMS solution that encourages collaboration. Its analytics tools empower businesses to track pages accessed and help employees use knowledge within the organization.
Helpjuice offers a smart knowledge base to help companies deliver exceptional customer support. The system is cloud-based, so you don’t need to invest data center resources to power your knowledge base.
Guru is convenient and user-friendly, known for its robust integration across several enterprise-level apps. Its best feature is showing if the current knowledge is updated and what changed between different versions.
Bitrix24 is a budget CRM suite that offers a valuable knowledge base solution. It’s free for small businesses and primarily low-cost for enterprise users, making it an excellent pick for small teams and startups.
Freshdesk is known as the gold standard for cloud-based customer support software. Their knowledge base is fantastic for small businesses that need a consistent user interface and a natural language discovery tool for easy search.
The HubSpot Knowledge Base is a part of their Service Hub, which helps businesses facilitate and improve customer self-service. It offers a great set of tools that leverage ticketing and knowledge base optimizations for various customer-facing teams.
LiveAgent is a favorite among customer service teams, letting them answer a ticket immediately by quickly referencing a knowledge base. The system records everything on the ticket from start to finish, and it integrates well with third-party team apps.
ProProfs Knowledge Base is an easy-to-use, low-cost, and intuitively-designed knowledge base perfect for small teams and businesses. It is reliable, with almost no downtime, and fast and consistent improvements.
Listed in our research about the
You might also be interested in the following buyer guides:
Applicant Tracking SoftwareEmployee Recognition SoftwareVideo Interview Software

Review Methodology

We take our research process seriously and want to make sure we are presenting our readers with the very best solutions in a given software category. Check out this guide to learn how we evaluate vendors before featuring them in our buyer guides.

Advice on buying HR tech video