ServiceNow ranks No. 1 in 6 tech workflow segments

ServiceNow ranked #1 in Gartner Market Share, 2024

I’m excited to announce that ServiceNow ranks No. 1 in six tech workflow segments in the 2024 Gartner® Market Share Report:

We believe this recognition underscores our leadership in providing innovative and strategic solutions that empower businesses to thrive in a rapidly evolving digital landscape.

In today’s AI era, it’s imperative that organizations innovate swiftly and ensure their solutions are practical, scalable, and aligned with customer needs. ServiceNow can help. We deliver an AI platform that helps unify IT solutions, increase productivity, boost customer satisfaction, and strengthen service resiliency.

By bringing together AI, data, and workflows on the ServiceNow® AI Platform, organizations can create exceptional, seamless experiences.

Our commitment to being customer-first drives everything we do. We’re focused on helping customers establish a strong IT foundation that can meet their strategic goals and scale for the future. Our AI platform helps businesses progress toward an autonomous IT environment—one that supplements human productivity without replacing it.

Let’s explore some of the cutting-edge capabilities that are helping to transform IT for ServiceNow customers.

AI-powered IT operations

Traditional observability tools were built to monitor infrastructure and generate insights. Today’s IT environments demand more. They need intelligent, proactive systems that can interpret signals and take action. A single, AI-powered solution can cut through noise, pinpoint issues, and drive fast resolution across hybrid environments.

ServiceNow Service Observability integrates into existing tools to connect the dots in ways no other platform can, minimizing or reducing the challenges of tool sprawl through a centralized system of action. By connecting fragmented observability signals, Service Observability turns noise into clarity and insights into automation, bridging the gap between legacy monitoring tools and modern, AI-powered IT operations.

Proactive IT service workflows

IT teams struggle to maintain productivity, manage burnout, and meet business demands. ServiceNow AI Agents can help IT departments reinvent the workflows that power their IT services.

Agentic AI is designed to think and act independently across the enterprise. Whether using out-of-the-box or custom AI agents, IT teams can build agentic IT workflows that automate routine tasks—such as generating change request plans or triaging incidents—while staying in full control.

Orchestrating teams of proactive AI agents that connect to any data source frees IT departments from the burden of repetitive and mundane processes. Instead, they can focus on creating strategic innovations that make their IT services work faster, smarter, and more efficiently.

By bringing together AI, data, and workflows on the ServiceNow AI Platform, organizations can create exceptional, seamless experiences.

Unlocked productivity at scale

Triage time is critical when resolving an IT issue that relies on many infrastructure, application, and network monitoring tools. By using a network of AIOps agents, IT teams can gather real-time data from other tools and use in-platform capabilities to collect relevant alerts and incidents and present this information to the IT team in a conversational manner.

This approach reduces the need to cobble together data from multiple tools during a major incident or outage, accelerating response time.

AI-assisted publisher audit readiness

Navigating software audits is no easy task, especially as licensing models and requirements grow in complexity. Now Assist for Software Asset Management enables proactive audit readiness by simplifying the complex task of determining compliance positions.

Organizations can identify true-up costs and related utilization information with a single click for every publisher across the entire software estate. They also gain system-driven recommendations on actions to take to avoid potential penalties and any additional, unplanned expenses—making strategic, AI-driven publisher compliance a reality.

Turbocharged AI delivery

Organizations try to adapt quickly to emerging technology like AI, but it can be difficult when there is misalignment between strategy, planning, and delivery across every team. Strategic Portfolio Management (SPM) acts as a key accelerator for AI delivery within organizations by optimizing project management processes and facilitating the swift deployment of AI-driven solutions.

By effectively communicating feedback and condensing enhancement requests, SPM streamlines prioritization and aligns work with strategic objectives, empowering teams to implement AI initiatives efficiently. Using a cloud platform can boost agility, foster innovation, and offer full visibility for faster decisions.

Organizations using SPM can gain valuable insights, make data-driven decisions, and adapt quickly to market changes. Aligning objectives with AI strategies streamlines improvement, boosts efficiency, and encourages innovation, helping businesses quickly adopt AI.

AI-powered vulnerability exposure assessment

Assessing vulnerability exposure can be a daunting task. Now Assist for Security Operations simplifies this process by using three AI agents:

These AI agents can provide insights on service-level agreement compliance and enable natural language queries for efficient management of vulnerabilities. Designed to address the challenge of understanding vulnerability exposure, our solution equips vulnerability managers with the tools needed for effective navigation.

We take immense pride in the trust our customers and partners have placed in us as we continue to support their transformation journeys.

Find out more about how ServiceNow can help your organizations drive resilience, innovation, and efficiency.

1 Gartner, Market Share: Enterprise Software, Worldwide, 2024, 17 April 2025

2 Gartner, Market Share: IT Operations Management Software, Worldwide, 2024, 17 June 2025​

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