ServiceNow ranks No. 1 and No. 2 in technology workflow markets in Gartner® Market Share, 2023
Thanks go to our customers, who’ve realized the power and value of combining these IT solutions with ServiceNow and partner solutions on the ServiceNow AI platform for business transformation.
This single platform approach allows customers to bring AI to every corner of their business. In regard to software market share, ServiceNow ranked:
- No. 1 in IT Operations1
- No. 1 in IT Service Management (ITSM) Platforms2
- No. 1 in Artificial Intelligence for IT Operations Platforms2
- No. 1 in IT Asset Management and Software Asset Management2
- No. 1 in Project and Portfolio Management software as a service (SaaS) based on market share of ServiceNow® Strategic Portfolio Management (SPM)3
- No. 2 in Other Security Software1
We believe this validates our commitment to building upon a single platform that offers outstanding digital service experiences for our customers with a return on investment they can be proud of. Companies globally continue to trust ServiceNow to deliver outcomes in more of their critical technology and business functions.
And we’re not resting. We introduced several innovations over the last few months designed to help customers get the most value from their ServiceNow investments.
Generative AI capabilities
ServiceNow generative AI (GenAI) capabilities called Now Assist are aimed at further empowering IT teams and improving service reliability.
- Now Assist for IT Operations Management enables both agents and engineers to quickly decipher complex machine-generated alerts so they can focus on prompt issue resolution. This is crucial to maintaining service continuity amid evolving IT environments.
- Now Assist for ITSM generates task and incident summarizations that provide essential details to agents at a glance, reducing mean time to resolution (MTTR) for complex cases. Paired with Virtual Agent, Now Assist allows end users to request any help needed (i.e., to fix broken services or get new software approvals) in an intuitive chatbot interface.
- Now Assist for SPM streamlines project management by clarifying and communicating feedback and business demands. It automatically condenses lengthy enhancement requests into clear summaries, aiding swift prioritization and evaluation by product managers and technical teams, especially for interconnected feedback, such as product ideas.
Centralized workspace
Collaborative Work Management provides a centralized workspace where employees can effectively plan, visualize, and collaborate with their teams, minimizing reliance on disparate tools.
This customizable solution aligns with team workflows and uses existing data on the Now Platform® to help improve cross-functional collaboration and organizational efficiency. By consolidating work processes into one unified AI and data platform, Collaborative Work Management enables teams to stay in lock step on crucial tasks and increase overall visibility.
AIOps advancements
ServiceNow AIOps continues to evolve with enhanced capabilities, such as an improved user interface and Now Assist to triage issues. These advances enable IT operations to identify anomalies, predict potential issues, and prevent service outages.
Powered by GenAI, our AIOps solution can uncover hidden insights and relationships across multistack data sets, services, and operations. As a result, it can help enable actionable outcomes, reduce MTTR, and boost IT productivity.
AI for security
The Threat Intelligence Security Center is a groundbreaking addition to our Security Operations portfolio. It simplifies the management of cyberthreat intelligence—from threat feed aggregation, prioritization, and sharing to threat hunting and collaborative case management.
This innovative solution reduces reliance on multiple tools and manual processes, accelerating security workflow innovation.
Enhanced digital engagement
Digital End-User Experience (DEX) integrates employee technology interactions with the Now Platform, offering IT teams real-time visibility across devices and applications. This helps ensure proactive issue identification and fast resolutions, minimizing disruptions and risks.
By eliminating the need for inefficient workarounds, DEX enhances daily work experiences and encourages direct IT involvement from the outset.
Key features include Application and Device Health for proactive maintenance and the upcoming Desktop Assistant for AI-powered self-service troubleshooting. These enhancements aim to optimize employee productivity and streamline IT support processes.
As organizations navigate increasingly complex IT landscapes, ServiceNow remains steadfast in our mission to deliver unparalleled capabilities to our IT and technology customers. Our integrated platform, powered by advanced AI and automation, helps enhance operational efficiency and user experiences.
Find out how ServiceNow can help transform your enterprise and keep your digital services running seamlessly.
1 Gartner, Market Share: All Software Markets, Worldwide, 2023, by Varsha Mehta, Laurie Wurster, et al., 22 April 2024
2 Gartner, Market Share: IT Operations Management Software, Worldwide, 2023, by Shailendra Upadhyay, Colin Fletcher, Umang Dwivedi, and Nimit Bali, 18 June 2024
3 Gartner, Market Share: Enterprise Application Software as a Service, Worldwide, 2023, by Varsha Mehta, Neha Gupta, et al., 14 June 2024
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