IT Service Management

Deliver resilient services that supercharge productivity. Create amazing experiences wherever your employees work. Future-proof your technology across the enterprise on a single cloud platform.


Deliver ITSM on a single platform:

Disparate tools don't have to weigh you down. With ITSM's built-in best practices you'll operate on a single system of engagement in the cloud. Use the most trusted IT service workflows to synthesise your shared data and analytics.

Grow IT productivity:

Unburden your IT services staff and boost productivity. Identify, track, and resolve incidents efficiently with AI-assisted intelligence. Get instant resolution to repetitive IT service tasks with natural language virtual agents.

Create resilient service experiences:

Taking a people-first approach to digital transformation is what makes ServiceNow stand out. When people are cared for, no matter how quickly the business needs change, organisations see real results.

ServiceNow ITSM Capabilities

Incident Management

Restore services faster with intelligent routing and built-in collaboration.

Problem Management

Identify the root cause of issues and proactively prevent future disruptions.

Change Management

Accelerate change at DevOps speed by automating approvals while maintaining control.

Knowledge Management

Improve business efficiency with easy knowledge sharing and collaboration.

Request Management

Provide employees with an AI-powered self-service portal that works on all their devices.

Service Level Management

Manage provider-customer commitments to meet or exceed service levels.

Asset Management

Oversee infrastructure, operations, and field service assets to make more informed decisions.

Configuration Management Database (CMDB)

Track the dependencies and relationships of supported IT services to maintain continuity.

Service Catalog

Improve self-service by offering products and services through a modern, user‑friendly storefront.

Employee Center

Provide a single, unified portal for service delivery across the enterprise.

Virtual Agent

Resolve issues fast with an intelligent chatbot that understands simple, human language.

Now Mobile

Find answers, get help, and make requests across departments from a single, native mobile app.

Service Operations Workspace

Manage incidents proactively with clear visibility when services are at risk.

Now Agent

Manage your work, get notified from single, native mobile app for agents.

Now Assist

Accelerate productivity with generative AI experiences on the Now Platform.

Predictive Intelligence

Simplify and accelerate everyday work with built-in machine learning.

Performance Analytics

Provides actionable insights for enhanced operational efficiency.

Continual Improvement Management

Initiate and track improvements across the enterprise by aligning people, processes, and data.

Process Mining

Improve outcomes by optimizing process flows to streamline work.

Workforce Optimisation

Manage teams effectively with real-time visibility into agent scheduling and performance.

Use Cases

Add continuous value to the business, no matter what hat you wear. Find cost reductions and efficiencies across your organisation while you promote innovation.

Improve IT services across the entire enterprise.

Drive digital transformation with technologies like AI and automation to improve service delivery and create delightful employee experiences. Reimagine IT workflows.

Success Dashboard: Get a 360-degree view into the performance of your ITSM implementation using prescribed KPIs.

Reporting: Make service improvements easier with insight into the latest service delivery data, all on a single UI.

Digital Portfolio Management: Measure, monitor, and compare performance metrics at every service level.

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Empower service agents to resolve issues quickly and address employee needs proactively to provide an effortless experience. Use real-time data to increase agent satisfaction and continually improve IT services.

Knowledge Management: Boost service agent productivity with contextual knowledge, powered by machine learning.

Service Level Management: Gain a better understanding of your active SLAs with detailed visualisations and key metrics.

Workforce Optimisation: Create high-performing service teams by optimizing schedules, tasks, performance, and career growth.

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Maximise ServiceNow platform business value by identifying opportunities to extend and accelerate digital transformation. Partner with upper management and business lines to optimise process efficiency companywide.

Process Mining: Increase IT service efficiency and performance, streamline work, and remove process bottlenecks.

Performance Analytics: Put the power of data into the hands of the stakeholders for successful service delivery.

Admin Center: Enable admins to discover, install, and configure ServiceNow® products and applications.

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Help employees with their IT services and support needs from a single, integrated workspace. Resolve issues faster, enabled by intelligent guidance.

Service Operations Workspace: Predict, prevent, and resolve incidents proactively from a single workspace before services are impacted.

Virtual Agent: Route issues to a conversational chatbot automatically, to reduce call volume and increase productivity.

Mobile Agent: Work easily from anywhere, even when you are not connected to the internet.

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