IT Service Management

  • Release version: Australia
  • Updated July 1, 2026
  • 1 minute to read

    • Manage and resolve IT service requests, incidents, problems, and changes with ServiceNow® IT Service Management (ITSM).

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    ITSM increases agent productivity and accelerates issue resolution. With platform-native AI, agents get recommended actions on incoming requests, and employees can resolve common issues through conversational self-service. The ServiceNow AI Platform also gives users access to ITSM through mobile and web portal interfaces.

    To explore ITSM applications, see IT Service Management applications.

    Figure 1. ITSM is the foundation of digital transformation
    ITSM is the foundation of digital transformation

    Transform the impact, speed, and delivery of IT services

    The ServiceNow AI Platform is built for the cloud with a shared data model, AI, and workflow automation used across IT applications. The ServiceNow platform and applications increase productivity by automatically identifying and resolving issues, reducing the impact of unplanned work.

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