Last Updated in August 2025

At ServiceNow, we believe everyone deserves an accessible digital experience. That's why we're striving to make our platform and products accessible to all and are firmly committed to achieving WCAG 2.2 Level AA standards.

Our commitment to these standards means accessibility is embedded across our entire Product Development Lifecycle (PDLC). Our commitment to accessibility is reflected in a prescriptive and measurable approach that embeds accessibility into every stage of the Product Development Lifecycle (PDLC). In addition to formal accessibility validations, we also prioritise usability—recognising its critical role in delivering inclusive experiences. That's why we created the Accessibility Employee Engagement Panel, which includes over 200 employees with a diverse range of disabilities who provide direct feedback early in the development process. This rigorous approach ensures we're constantly evaluating and building solutions designed to work seamlessly for all users.  We continuously enhance our Platform and Products, expanding features and optimising experiences to provide users with the highest possible level of accessibility and conform as closely to WCAG standards as possible. Our ongoing improvements are strategically planned for future releases, reflecting our dedication to a digital landscape where everyone belongs. 

Beyond our core development, we empower our customers with essential resources. We offer Tools with Accessibility Checkers, Accessibility Best Practices and Usage Guidelines to assist them in configuring their chosen solutions and help them ensure their customisations remain accessible.

Our commitment extends to significant investments in our accessibility practice, including a multidiscipline Accessibility Centre of Excellence (COE) team. This COE ensures we meet customer expectations and align with industry standards. 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 Accessibility Conformance Reports (ACRs) describe how our Platform and Products support the recognised global accessibility standards of Section 508 of the US Rehabilitation Act of 1973, the Web Content Accessibility Guidelines (WCAG) and ETSI EN 301 549.

ServiceNow ACRs also document the degree of conformance to global accessibility standards of our Products and Platform. We use the international version of the Voluntary Product Accessibility Template (VPAT), a standardised and commonly used template for creating ACRs, for our reports. Our ACRs are completed both internally and through third-party vendors. Exceptions in support identified during the assessment process are noted, with explanatory remarks provided in the reports. Published ACRs can be found on our Product Documentation site.

Please be aware that ServiceNow may change, update or enhance our Platform and Products which could affect the information in published ACRs.

ServiceNow encourages users to contact our Accessibility COE with any questions or concerns about accessibility at Accessibility_Support@servicenow.com.

Key Accessibility Achievements in 2024

In 2024, ServiceNow made significant strides in enhancing the accessibility of our platform and products through dedicated efforts across multiple releases, including Washington DC (Q1) and Xanadu (Q4). Our key accomplishments included:

• Elevated WCAG Conformance: We achieved higher levels of WCAG 2.1 Level AA conformance across our Platform and Products by addressing high-priority accessibility defects. We also began strategic preparations for WCAG 2.2 conformance, focusing on critical areas such as overlay, dragging movements and target size.
• Enhanced Visual Usability:
• Improved Low Vision Support: We significantly increased zoom capabilities and implemented Reflow (400% zoom) across Configurable Workspaces and Next Experience components. These enhancements, alongside improved text and image contrast and refined control labelling, provide a more accessible and user-friendly experience for those with low vision or who use assistive technologies.
• Expanded Dark Theme Options: We added the ability to enable a Dark Theme in more areas of the Platform, including the Mobile Platform, which can reduce eye strain and improve content visibility in low-light settings for some users.
• Optimised Keyboard Navigation:
• Global Keyboard Shortcuts: Introduced new Global Keyboard Shortcuts for Next Experience to help users navigate across Configurable Workspace pages faster and more effectively without a mouse. This notably benefits users with mobility issues, cognitive impairments and keyboard-only users.
• Fulfiller Experience Improvements: Enhanced the accessibility of our Fulfiller Experiences, particularly within Configurable Workspaces.
• Broadened Assistive Technology (AT) Support:
• We continued to improve compatibility with various Assistive Technologies, including enhanced support for Dragon Naturally Speaking speech recognition software and ZoomText magnification software.
• We also enhanced screen reader support for data visualisation features, including VoiceOver functionality and enabled text resizing within data visualisation charts for improved readability.
• Accessible Document & Content Creation:
• Document Services: Introduced accessibility support for document conversion from DOCX to PDF. New PDF accessibility tags define the document's structure and provide a logical reading order, making converted PDFs easier to navigate, understand and interact with.
• Rich Text Editor Upgrades: Upgraded the TinyMCE editor (from v5 to v6.8.3) in Knowledge and Service Catalog, which resolved accessibility gaps, provided improved formatting options, and integrated an accessibility checker to help identify and resolve issues in Knowledge articles.
• Empowering Customers & Partners:
• Theme Builder Accessibility Checker: Introduced an accessibility checker into Theme Builder, enabling customers to verify they are meeting conformant colour contrast levels when applying their own branding.
• Published more Accessibility Conformance Reports (ACRs) and comprehensive best practices guidance.
• Shared use case studies demonstrating how ServiceNow's accessibility improved user experiences for customers.
• Providing key support to our Partners in their journeys of building accessible experiences.
• Fostering an Inclusive Culture:
• Continued our company-wide accessibility training efforts to foster ongoing awareness and understanding of digital accessibility.
• Launched an accessibility champions program and an employee panel program to scale employee awareness, internal education and engagement.
• Grew our Product Advisory Council (PAC) quarterly meetings with customers to enhance product quality, drive better user experience and increase transparency.
• Amplified ServiceNow's commitment to Accessibility through focused marketing initiatives, underscoring our position as committed, conforming, listening and leading.

During 2025, we are continuing to advance the accessibility of ServiceNow's Platform and Products. We remain committed to creating technology that is accessible to all users. Our commitment to continuous improvement delivers tangible accessibility enhancements with each release. Here are some key innovations introduced or to be introduced in 2025:

Voice Input for Now Assist: Enabled an optional voice input setting for the Now Assist panel, providing a voice-to-text option for accessing Now Assist skills in any supported language.

• Enhanced Keyboard Shortcuts for Next Experience:
  • Customised Shortcuts: Provided users with the ability to leverage 40+ pre-defined keyboard shortcuts or to design their own at the Admin or User level.
  • Categorised 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) Upgrade for Knowledge and Service Catalog: Enable users to identify and resolve accessibility-related issues in Knowledge articles using the built-in accessibility checker.
• Improved Assistive Technology (AT) Experience: Resolved potential limitations to ensure more seamless content access, application navigation and feature utilisation for users of Assistive Technology.
• Text Adjust Neurodiversity Extension: Empowered users with neurodivergent conditions (Dyslexia, Autism, ADHD etc.) to personalise 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.

• Conformance: Achieve higher levels of WCAG 2.2 AA conformance across our Platform and Products, including addressing high impact defects.
• Embed additional automated accessibility testing and guardrails in the PDLC (Product Development Lifecycle).

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

• Introduce new capabilities for to simplify customisations and improve efficiency.
• Release new [Gen] AI LLM capabilities to summarise records and pages for simplification and productivity.
• Increase our volume of available resources, such as additional accessibility product documentation, demonstrations and how-to videos to showcase how our Platform and Products can be customised for users with disabilities.
• Add a new Communities page for Accessibility.
• Continue growing our PAC and incorporating quarterly usability sessions.
• Invest in our employees with expanded accessibility champion program, employee panel and training opportunities.

During 2026, we will continue to advance the accessibility of ServiceNow's Platform and Products.

While subject to change, our 2026 plans include:  

• Leading the way for accessible enterprise software with our commitment to creating technology that is accessible to all users.
• Strategically positioning our Platform and Products to adapt and uphold evolving accessibility standards.
• Additional implementation of WCAG 2.2 AA foundational elements across our Platform and Products, including those addressing high-impact defects.
• Advancing voice interaction features with [Gen]AI to aid users with mobility needs, and/or visual impairment and expands available ways of working.
• Introducing more capabilities for Text‑to‑X to simplify customisations and improve efficiency.
• Offering additional themes to improve colour contrast by utilising new algorithms aimed at improving the experience for users with visual impairments.
• Expanding our PDF accessibility tags support for document conversion. PDF accessibility tags define the document’s structure and provide a logical reading order, making it easier for users to navigate, understand and interact with converted PDF documents.
• Enhancing support for neurodivergent users to facilitate adaption of the User Interface with preferences within the Platform.
• Incorporating additional assistive methods directly into our Platform.

• Embedding more automated accessibility testing and guardrails in the PDLC (Product Development Lifecycle).

• Streamlining our accessibility user preferences and improving 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 customise the software.
• Enhancing our resource library for sales and enablement with more demonstrations, how‑to videos and customer success stories.
• Scaling usability testing by users with disabilities with partnerships and expanding our employee panel.

During 2027, we anticipate advancing the accessibility of ServiceNow's Platform and Products.

While subject to change, our 2027 plans include:  

• Leading the way for accessible enterprise software with our commitment to creating technology that is accessible to all users.
• Achieving higher levels of WCAG 2.2 AA conformance across our Platform and Products, including addressing high‑impact defects.
• Preparing for future WCAG 3.0 conformance
• Advancing our Accessibility Maturity to the next level in Maturity Model with embedded accessibility in our Product Development Lifecycle.
• Incorporating new assistive methods directly into our platform with the help of/using [Gen]AI.
• Providing support for remediation of any custom issues within our provided scans and testing tooling.
• Further improving the onboarding experience for our users.
• Continued UI improvements for users with neurodiverse needs.
• Enabling accessibility checkers into our Platform to help customers maintain accessibility compliance when they configure and customise the software.
• Introducing more capabilities for Text‑to‑X to simplify customisations and improve efficiency.
• Further expansion of the voice interaction features with [Gen]AI to aid users with mobility needs and/or visual impairment and expands available ways of working.
• Enhancing our resource library with more available training, demonstrations, usability studies, best practices and customer success stories.

For more information please reach out to your ServiceNow Account representative or contact us at Accessibility_Support@servicenow.com

• Accessibility and Gen AI Podcast:https://www.youtube.com/channel/UCSbISm6R4KNuJRkhHZk2e1g/about 
• Press Release on Eamon McErlean, VP & Global Head of Accessibility, and the new Accessibility COE: https://www.servicenow.com/company/media/press‑room/commitment‑to‑accessibility.html 
• Blog on ServiceNow.com here about the new Accessibility COE: https://blogs.servicenow.com/2022/accessibility‑center‑strengthens‑inclusion.html
• Product Guidance on Enabling accessibility features for the Xanadu release: https://docs.servicenow.com/bundle/xanadu‑platform‑user‑interface/page/administer/accessibility‑508‑compliance/concept/c_SetUpSect508ComplianceFeature.html