IT Service Management (ITSM) aligns with ITIL standards to manage access and availability of services, fulfil service requests and streamline services.
IT Service Management (ITSM) Deliver resilient IT services and create experiences that help your teams be more productive. Resolve issues quickly and speed the pace of innovation using AI and machine learning. Watch Demo Read Brief
ITSM Overview
One platform for enterprise automation Remove complexity and consolidate IT services and tools, bringing together the applications your business needs to deliver modern IT experiences. Automate essential processes and run them from the Now Platform, a single system of action for the enterprise. Get Infographic  Explore Platform
Featured apps and capabilities for IT Service Management ITSM groups key applications and capabilities into packages that can scale with you as your needs change. Now Assist for ITSM Accelerate productivity with generative AI experiences on the Now Platform. Configuration Management Database (CMDB) Track the dependencies and relationships of supported IT services to maintain continuity. Digital Product Release Speed time to market with automated readiness and 360º visibility into releases. Knowledge Management Improve business efficiency with easy knowledge sharing and collaboration. Incident Management Restore services faster with intelligent routing and built-in collaboration. Change Management Accelerate change at DevOps speed by automating approvals while maintaining control. Virtual Agent Resolve issues fast with an intelligent chatbot that understands simple, human language. Predictive Intelligence Simplify and accelerate everyday work with built-in machine learning. Service Operations Workspace Manage incidents proactively with clear visibility when services are at risk. Now Mobile Find answers, get help and make requests across departments from a single, native mobile app. Digital Portfolio Management Make informed decisions with a unified view of services, products and apps. DevOps Change Velocity Connect development tools to change management for automatic ticketing and approval. Employee Centre Provide a single, unified portal for service delivery across the enterprise. Service Portal Design a self-service user experience with a responsive portal interface. Problem Management Identify the root cause of issues and proactively prevent future disruptions. Service Catalog Improve self-service by offering products and services through a modern, user-friendly storefront. Asset Management Core Oversee infrastructure, operations and field service assets to make more informed decisions. Workforce Optimisation  Manage teams effectively with real-time visibility into agent scheduling and performance. Process Mining  Improve outcomes by optimising process flows to streamline work. Contract and Renewal Management Renew hardware and software contracts through guided actions. Continual Improvement Management Initiate and track improvements across the enterprise by aligning people, processes, and data.  Site Reliability Operations Maintain service performance, bridge work across DevOps and SRE teams, and deploy code faster. DevOps Config Prevent outages by centralising configuration oversight within dev pipelines. 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. Load More
Do more with IT Service Management Combine ITSM with other products and apps to solve the problems your business faces. Unite on a single platform to deliver resilient digital services, extraordinary experiences and increased productivity. Discover Solutions
Put AI to work for people Empower your people with business-ready AI from ServiceNow. From the front office to the back office and all in between, our intelligent platform harnesses AI to put smart answers at your employees' fingertips, letting you translate that intelligence into action. Explore AI
"ServiceNow has provided frictionless ways for colleagues to handle their IT; it has removed a lot of mundane tasks and certainly made onboarding new colleagues much easier during a time of rapid growth". Donna Bisio IT Systems Manager, Zoom Watch Video (1:05) See All Case Studies
What the community is saying Your peers have a lot to say about delivering scalable IT services on a cloud native platform. Gartner Peer Insights is the source for unbiased, honest feedback. Read the discussion and start growing enterprise productivity while you knock down silos. See Reviews
Explore further Dive into overview articles on a variety of topics related to ITSM.
 Learn About ServiceNow See All Articles What is ITSM? What is ITIL? What is an IT ticketing system? What is incident management? What is a service level agreement (SLA)? What is the difference between ServiceNow and Jira? What is generative AI? What is service request management? What is IT change management? What is problem management? What is IT support? What is a service catalogue?
Benefits
Benefits Transform the impact, speed and delivery of technology services with IT Service Management.
Grow IT productivity Unburden your IT services staff and boost productivity. Identify, track and resolve incidents efficiently with AI-assisted intelligence. Get instant resolutions to repetitive IT service tasks with natural language virtual agents.   View Infographic
 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.
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. Get Ebook Explore Platform
Platform
Built on the Now Platform ITSM includes AI-powered platform capabilities so you can optimise processes, create seamless experiences and build new value through innovation. Transform your business with a single, unifying platform for the enterprise.
One platform to make work flow Now Platform® is the single cloud application platform all ServiceNow products run on. Automate, simplify and connect work across the enterprise to move your business forward. Explore Platform Watch Video (1:28)
Actionable insights Get work done faster with AI-powered experiences. Give everyone in your organisation the info they need to make smarter decisions and improve business processes. Explore Generative AI Watch Video (1:35)
Automated business processes Connect teams with end-to-end digital workflows. Remove bottlenecks by automating manual processes with a simple, drag-and-drop interface. View Flow Designer Get Infographic
Intelligent automation Work smarter and make better business decisions. Supercharge your workflows with machine learning and AI-powered experiences. Explore AI Watch Video (1:59)
Security lives at the centre of all we do Data security is critical to your business. The Now Platform arms you with the tools and processes you need to improve your security posture. We also help you adhere to regulatory compliance to keep sensitive data safe. Find Out How Get Ebook
Certified integrations ITSM seamlessly integrates with remote desktop support products, authentication software and productivity tools. See All Integrations Consolidate multichannel communications on a cloud-based call centre platform. Add trusted, legal Adobe Sign e-signatures to ServiceNow workflows to expedite service requests. Manage network events by automatically generating incidents and assigning work to the correct party. Add secure e-signatures to ServiceNow workflows to eliminate manual steps and reduce service times. Eliminate friction between dev teams and ITSM processes with the Integration Hub connector to Jira.
Users
Role-based apps for ITSM Add continuous value to the business, no matter what hat you wear. Find cost reductions and efficiencies across your organisation while you promote innovation.
IT leader 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.
 Service manager 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 optimising schedules, tasks, performance and career growth.
 Platform owner 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.
Service agent 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.
Plans and Packages
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What You Get  ITSM simplifies work processes to help you solve business problems, and our experts can help you get the most value from your product. We offer services tailored to your needs and unrivalled support. Whatever workflow you need to simplify, we have a package and pricing plan that works for you.   Contact Us for Custom Quote
Package options Choose from one of three ITSM packages. Scroll down to see a sample of the apps and capabilities that make up each package.
ITSM Standard For growing businesses that need to create impact with confidence. Incident Management Problem Management Change Management Request Management Asset and Cost Management Walk-Up Experience Service Operations Workspace
ITSM Pro For businesses that scale with automation, continual improvement and self-service. Now Assist for ITSM³ DevOps Predictive Intelligence Virtual Agent¹ ² Performance Analytics Continual Improvement Management Vendor Management Workspace Incident Management Problem Management Change Management Request Management Asset and Cost Management Walk-Up Experience Service Operations Workspace Digital Product Release
ITSM Enterprise For enterprises that optimise their teams and processes to drive down costs and improve speed. Workforce Optimization³ Process Mining³ Now Assist for ITSM³ DevOps Predictive Intelligence Virtual Agent¹ ² Performance Analytics Continual Improvement Management Vendor Management Workspace Incident Management Problem Management Change Management Request Management Asset and Cost Management Walk-Up Experience Service Operations Workspace
1  Improves self-service adoption with 3 self-service conversation topics.
2 Virtual Agent Optimize is an optional add-on with ITSM Pro and ITSM Enterprise.
3 Not included as part of the core package unless purchased in addition to the product.
 Look who's winning with ServiceNow
Key features for ITSM Now Assist for ITSM Accelerate productivity with generative AI experiences on the Now Platform. Configuration Management Database (CMDB) Track the dependencies and relationships of supported IT services to maintain continuity. Digital Product Release Speed time to market with automated readiness and 360º visibility into releases.
Get results quickly ServiceNow Impact Increase adoption, optimise platform health and see value faster. Try our AI- and human-powered product. Support Find support wherever you are. Search our exhaustive knowledge database for solutions to common issues, best practices and more.   Expert services Get a team of experts to support your implementation, improve your instance health or anything in between.   Training and certification Turn knowledge into measurable outcomes when you train with us. Boost your career with a globally recognised ServiceNow certification.   Partners Add more value with the right ServiceNow partner who has expertise tailored to your business needs. Community Connect, share, learn and collaborate with over 600,000 like-minded individuals in the ServiceNow user community.   Product documentation Learn how to use our products, find answers to your technical questions and explore products by release.  
Resources
 Get ITSM Infographic Find out the impact ServiceNow ITSM can have on service efficiency, process improvements and employee productivity a year after deployment. Read Quick Guide Learn what ITIL 4 is about in only 10 minutes. Download your quick-start guide to the most popular global ITSM best practice framework. See Latest Release The Now Platform connects people, functions and systems across your business. Check out the latest apps and capabilities.
Featured resources View All Resources
VIDEO Scalable IT Services Watch Video (1:16)
Analyst reports Total Business Value of ServiceNow IT Apps Infographics Winning the Day with ITSM Pro and Enterprise 5 CIO Priorities to Stay Resilient in the Face of Change Videos Now on Now: Delivering on Our Vision of Automated Customer Support (22:30)
Look who's winning with ServiceNow See how other companies deliver resilient services, increase productivity and future-proof their IT. View All Stories Hitachi Energy transforms enterprise IT for greater speed, agility and scalability. Read Story Scripps Health reduces service desk calls, freeing more time to spend with patients. Watch Video City of Raleigh, North Carolina, saves $315,000 a year on IT service desk costs. Get Case Study Körber Supply Chain uses data to improve service delivery and operations. Read Story Copenhagen Airport streamlines service requests and delivery for over 20,000 users. Find Out How The Finance of America service desk attains first time resolution rate of 82%. Get Case Study
Talk to an expert Connect with us to put AI to work and discover how you can transform the impact, speed and delivery of IT. Contact Us
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