ServiceNow^® Accessibility Statement

We make work, work better for everyone. Accessibility is not an aspiration for us. It’s how we build.

We are firmly committed to achieving WCAG 2.2 Level AA standards across our Platform and Products. Accessibility is embedded in every stage of our Product Development Lifecycle (PDLC), from initial design through delivery.

Our Accessibility Employee Engagement Panel, which includes over 200 employees with a diverse range of abilities, helps guide our development. They provide direct feedback early and often, so we can build technology that works in real‑word situations. We also prioritize usability alongside formal accessibility validations, recognizing its critical role in delivering inclusive experiences.

We continuously enhance our Platform and Products—expanding features, optimizing experiences, and strategically planning improvements for future releases.

We also empower our customers to build accessible solutions. Our Platform includes accessibility checkers, best practices, and guidelines so customers can configure and customize their instances while maintaining accessibility.

Our commitment extends to significant investments in our accessibility practice, including a multidiscipline Accessibility Center of Excellence (COE) team. Our COE drives standards and implementation across ServiceNow, ensuring we meet customer expectations while aligning with global practices.

Our applications are designed to support assistive technologies such as NVDA, JAWS, VoiceOver, TalkBack, Dragon, and ZoomText. We also allow for the exclusive use of the keyboard to navigate and operate the product content and functionality. To ensure broad compatibility, we rigorously test across multiple browsers, including Chrome, Safari, and Edge Chromium.

ServiceNow’s Accessibility Conformance Reports (ACRs) show how our Platform and Products conform to globally recognized accessibility standards like Section 508 of the US Rehabilitation Act, Web Content Accessibility Guidelines (WCAG), and EN 301 549. These reports help our customers evaluate our Platform and Products against their accessibility requirements.

We use the international version of the Voluntary Product Accessibility Template (VPAT), a standardized and commonly used template for creating ACRs developed by the Information and Technology Industry Council, for new reports. Our ACRs are completed after internal assessments and third‑party audits performed by certified accessibility vendors. Exceptions identified during testing are documented with explanatory remarks within our ACRs. Published ACRs are available on our Product Documentation site.

Note: We continuously enhance our Platform and Products. Published ACRs reflect products at the time of assessment and may not include the latest updates.

Questions: Accessibility_Support@servicenow.com.

In 2025, we released these accessibility features and improvements:

Voice Input for Now Assist: Enabled an optional voice input setting for the Now Assist panel, providing a Voice‑to‑Text option utilizing AI to access Now Assist skills.

Enhanced Keyboard Shortcuts for Next Experience:

• Customized Shortcuts: Provided users with the ability to leverage 40+ predefined keyboard shortcuts or to design their own at the Admin or User level.
• Categorized Shortcuts: Introduced new keyboard shortcut categories, enhancing users’ ability to quickly locate keyboard shortcuts which significantly improves navigation for keyboard reliant users, including those with mobility impairments.
• New Shortcuts: Released new shortcuts to open/close the Now Assist panel and enable voice input for Now Assist.

• Document Services: Enhanced functionality so users can more easily create and export accessible PDFs directly from records and lists.
• Rich Text Editor (TinyMCE) Upgraded for Knowledge and Service Catalog: Enabled users to identify and resolve accessibility related issues in Knowledge articles or catalog items using the built‑in accessibility checker.
• Improved Assistive Technology (AT) Experience: Resolved potential limitations to ensure more seamless content access, application navigation, and feature utilization for users of Assistive Technology.
• Text Adjust Neurodiversity Extension: Empowered users with neurodivergent conditions (Dyslexia, Autism, ADHD, etc.) to personalize their reading experience. This Chromium‑based extension (available in the ServiceNow Store) allows users to modify webpage UI by changing font families and adjusting letter, word, and paragraph spacing for optimal readability.

• Added accessibility checkers into more of our builder tools to help customers maintain accessibility compliance when they configure and customize the software.

• Introduced new capabilities to simplify customizations and improve efficiency.
• Released new [Gen] AI LLM capabilities to summarize records and pages for simplification and productivity.
• Increased our volume of available resources, such as additional accessibility of product documentation, demonstrations, and how‑to videos to showcase how our Platform and Products can be customized for users with disabilities.
• Added a new Communities page for Accessibility ‑ https://www.servicenow.com/community/accessibility‑a11y/start‑here‑accessibility‑a11y‑resources/ta‑p/3119844 .
• Grew our PAC and incorporated quarterly usability sessions.
• Embedded additional automated accessibility testing and guardrails in the PDLC (Product Development Lifecycle).
• Invested in our employees with expanded accessibility champion program, employee panel.
• Enhanced internal training offerings, including a mandatory accessibility course for all employees; expanded training opportunities through ServiceNow University for Partners and Customers.
• Released AI Model Accessibility Checker (AIMAC), an open‑source tool developed by the GAAD Foundation. Its purpose is to evaluate and benchmark how effectively coding‑focused Large Language Models (LLMs) generate accessible code.

The following initiatives are planned for 2026 but are subject to change based on technical feasibility, customer needs, and business priorities. Plans should not be interpreted as commitments.

Improving the conformance of key Core UI applications.

• Leveraging AI to interpret and summarize on‑screen content, enabling users to efficiently access information and perform tasks.
• Simplifying personalization by providing interactive user guidance related to the adoption of OOTB preferences.
• Enable users to use voice commands to complete their daily tasks.
• Launch Voice Output Capability to allow text‑to‑speech functionality.
• Improving Voice Input Capability by adding multilingual support.

• Provide real‑time guidance via a conversational experience.
• Expand support for Text Adjust neurodiversity browser extension to additional languages including French Canadian, Spanish, German, and Japanese.

• Enable orchestrating, tracking, and end‑to‑end automation of accessibility programs.
• Offering additional themes to improve contrast for people with color‑visual deficiencies or who needs an enhanced contrast.
• Expanding our PDF accessibility tags support for document conversion to help define document structure and provide logical reading order.

• Streamlining accessibility user preferences to improve the experience for users with adaptive technology needs.
• Enabling additional accessibility checkers into our Platform to help customers maintain accessibility compliance when they configure and customize the software.
• Enhancing our resource library for sales and enablement with more demonstrations, how to videos, and customer success stories.
• Scaling accessibility usability testing through partnerships and expansion of our employee panel.
• Embedding accessibility into ServiceNow’s Vibe coding and Build Agent experiences.
• Enhancing the use of AIMAC Accessibility Checker.
• Strategically positioning our Platform and Products to adapt and uphold evolving accessibility standards.

• Introducing more capabilities for Text‑to‑X to simplify customizations and improve efficiency.

Actual features, timelines, and capabilities may differ based on technical and business considerations.

These plans are directional and subject to significant change. They reflect current exploration areas and should not be interpreted as commitments or guarantees.

Our 2027 planning includes exploring:

• Continued work toward higher levels of conformance and addressing high impact defects.
• POCs for alternative methods of interaction with the Platform, including sign language capabilities.
• Continue to expand automated accessibility testing coverage, including cognitive accessibility heuristics and documentation accessibility checks.

• AI‑assisted remediation capabilities to help developers, admins, and creators identify and address accessibility issues.
• Expanding Voice + Multimodal Interaction capabilities using AI to support users with varied interaction needs.

• Advancement of our Accessibility Maturity Model.
• Preparation approaches for future WCAG 3.0 conformance requirements.
• New assistive methods directly into our platform using AI.
• Remediation support for custom issues within scanning and testing tooling.
• Enhanced user onboarding experiences.
• Neurodiversity support features with UI adaption preferences within our Platform.
• Additional accessibility checkers in our Platform.
• Enhanced Text‑to‑X or X‑to‑Text capabilities.
• Additional training, demonstrations, usability studies, best practices and customer success stories.
• Enhanced accessibility capabilities in ServiceNow’s Vibe coding and Build Agent experiences.

These forward‑looking plans reflect our current thinking and are subject to change. Actual features, capabilities, and timelines may differ materially based on technical, market, and business considerations.

These plans are exploratory and subject to change based on technical feasibility, market conditions, customer priorities, and resource availability. They should not be interpreted as commitments or guarantees.

Our 2028 planning includes exploring:

• Dynamic UI personalization capabilities based on user accessibility preferences.
• Increase our neurodiverse preferences/features
• Approaches to support evolving global requirements across WCAG 2.2 AA, EN 301 549, the European Accessibility Act, Section 508, and international regulations.

• Early piloting of WCAG 3.0 Success Criterion mappings, score‑based models, and outcome‑centric approaches.
• Continue to expand automated accessibility testing coverage, including cognitive accessibility heuristics and documentation accessibility checks.
• AI‑driven pattern recognition to detect emerging accessibility issues in customer configurations, custom components, and extensions.
• Strengthening Text‑to‑X automation to capabilities to generate accessible templates, alt‑text, form labels, and semantic structures.

Getting Started with Accessibility at ServiceNow ‑ https://www.servicenow.com/community/accessibility‑a11y/start‑here‑accessibility‑a11y‑resources/ta‑p/3119844