Common ServiceNow User Problems and How to Fix Them

[Huaya]

ServiceNow is a powerful platform for managing IT services and workflows, but many users face issues that affect productivity.

By addressing these isses, organizations can improve usability and workflow efficiency in ServiceNow.

[Shaah]

ServiceNow is a robust enterprise platform, but its value is fully realized only when end users can work efficiently and confidently. In many organizations, recurring user challenges reduce adoption, slow resolution times, and create unnecessary friction.

The good news is that most of these issues are well-known, predictable, and highly fixable with the right configuration, governance, and enablement approach.

Below is a structured breakdown of the most common ServiceNow user problems—along with proven solutions.

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1. Overwhelming and Cluttered User Interface

Problem
Users often report that forms and lists contain too many fields, tabs, and sections—many of which are irrelevant to their role.

Impact

• Slower ticket creation

• Higher error rates

• Poor user adoption

Solution

• Use role-based form layouts

• Hide non-essential fields using UI Policies

• Apply View Rules for different user personas

• Remove unused related lists and sections

Best Practice
Design for task completion, not data exhaust.

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2. Slow Performance and Long Load Times

Problem
Users experience delays when loading records, submitting forms, or navigating modules.

Impact

• Frustration and reduced productivity

• Increased reliance on offline or shadow tools

Solution

• Audit and optimize Business Rules (especially synchronous ones)

• Reduce excessive Client Scripts

• Clean up old data and archive inactive records

• Monitor instance health using Performance Analytics and logs

Best Practice
Every script should justify its runtime cost.

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3. Confusing Navigation and Module Overload

Problem
Users struggle to locate the correct modules or frequently access the wrong application areas.

Impact

• Increased training dependency

• Incorrect data entry

Solution

• Create Application Menus tailored by role

• Use Favorites and Workspaces

• Hide unused modules via role restrictions

• Introduce Next Experience / Agent Workspace where applicable

Best Practice
Less navigation equals faster resolution.

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4. Inconsistent or Incorrect Notifications

Problem
Users receive too many emails—or miss critical ones altogether.

Impact

• Alert fatigue

• Missed SLAs and approvals

Solution

• Review and rationalize Notification triggers

• Use Event-based notifications instead of condition-heavy logic

• Consolidate multiple alerts into summary notifications

• Test notifications per role and lifecycle stage

Best Practice
Notifications should inform, not overwhelm.

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5. Poor Knowledge Base Usability

Problem
Users cannot find relevant knowledge articles, or content is outdated and unreliable.

Impact

• Increased ticket volume

• Repetitive issues

Solution

• Enforce knowledge article ownership

• Apply structured taxonomy and metadata

• Use search tuning and promoted articles

• Review and retire stale content regularly

Best Practice
Knowledge is only valuable if it is trusted and searchable.

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6. Manual and Inefficient Workflows

Problem
Users perform repetitive manual steps that should be automated.

Impact

• Delayed resolution

• Human errors

Solution

• Identify repeatable actions and automate using Flow Designer

• Replace legacy workflows where possible

• Introduce approval automation and conditional routing

Best Practice
If a user does it more than twice, automate it.

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7. Lack of User Training and Contextual Guidance

Problem
Users are trained once but not supported continuously.

Impact

• Feature underutilization

• Incorrect usage patterns

Solution

• Use Guided Tours and In-App Help

• Provide role-based microlearning

• Maintain quick-reference job aids

• Reinforce learning during platform upgrades

Best Practice
Adoption is a journey, not a one-time event.

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8. Data Quality Issues

Problem
Users enter incomplete, inconsistent, or inaccurate data.

Impact

• Poor reporting

• Broken workflows and SLAs

Solution

• Enforce mandatory fields intelligently (not excessively)

• Use Data Policies for consistency

• Apply reference qualifiers and validation scripts

• Regularly audit and clean data

Best Practice
Good decisions require good data.

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Final Thought

Most ServiceNow user problems are not platform limitations—they are design, governance, and enablement gaps.

By focusing on:

• User-centric design

• Performance optimization

• Role-based experiences

• Continuous education

organizations can significantly improve usability, adoption, and operational efficiency.

If you address user pain points proactively, ServiceNow transforms from a “ticketing tool” into a true digital workflow platform.

[RaghavSh]

What problems are you referring here?