What does ServiceNow do?

From humble beginnings to becoming an enterprise with more than 20,000 employees globally, ServiceNow has been through a lot of changes since its founding in 2004. Although it started as an IT service management company, it's grown to connect people, functions, and systems across organizations.

Today, ServiceNow offers solutions for IT service and operations management, the employee and customer experiences, low-code and hyperautomation, and a whole lot more—all built on a single, unifying platform that eliminates silos.

If you think that sounds like a mouthful, you’re not alone. In the tech world, it can be tricky to explain what your company does, especially to nontech family and friends. We put our employees to the test and asked them, “What does ServiceNow actually do?” Watch the video to see their responses:

Automates siloed processes to improve efficiency

Did you know 80% of the Fortune 500 companies have modernized their technology using ServiceNow? That’s because digitizing and automating siloed processes can improve the experiences of both customers and employees. Adopting the Now Platform can lead to increased productivity and accelerated innovation.

“ServiceNow is the rocket fuel that injects speed and acceleration into our customers’ digital transformation strategies and execution,” explains Michael N., regional sales director.

Mike C., director of go-to-market services, shares a great example to back that up. “A large telecom customer that I was working with was on a legacy system. It took them 17 clicks to do one function,” he says. ServiceNow workflow automation reduced that to one click, decreasing the time it took to perform that function from about 20 minutes to “literally 30 seconds,” he says.

Makes work better for everyone

From streamlining cumbersome processes for employees to using artificial intelligence to surprise and delight customers, the usefulness of the Now Platform is wide-ranging. “ServiceNow powers governments of all sizes,” says Matt L., vice president of customer experience.

We power other industries too. As Jacqueline O., manager of employee communications and engagement, shares, “We help companies. We help organizations. We help groups. We help customers. We help teams. We help employees. We help make the world work.”

Improves the employee experience

At ServiceNow, we use our own platform to help make work better for our employees. It’s the engine under the hood powering everything from our employee onboarding experience to our internal learning and growth tools.

“If an employee needs something in the office, then they can submit a ticket, and we make that process easier,” says Tracy H., employee services program manager.

Cassidy G., senior digital solutions sales manager, agrees. “Now there is a simple app for that. Before, it was a very manual process. You would have to send an email. Things would be in a spreadsheet,” she says. Today, the Now Platform walks employees through tasks for better efficiency to help them do their best work.

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