IT Service Management applications

  • Release version: Australia
  • Updated February 11, 2026
  • 2 minutes to read

    • IT Service Management (ITSM) provides a suite of applications that help organizations manage the end-to-end delivery of IT services, from incident resolution to change management and continuous improvement.

    ITSM manages access and availability of services, fulfills service requests, and improves service delivery using ITIL standards. The applications are available in different subscription packages. For more information, see IT Service Management products.

    Table 1. List of ITSM applications
    Application Description
    Asset Management common applications Track the physical, technological, contractual, and financial aspects of IT assets.
    Benchmarks Get instant visibility into KPIs and trends with comparative insight relative to industry averages.
    Change Management Control the life cycle of all changes, facilitating beneficial changes with minimum disruption to IT services.
    Coaching Monitor your teams' performance and coach employees to improve their skill set.
    Collaboration services Communicate and collaborate in real time from task records and through communication plan channels.
    Continual Improvement Management Request improvement opportunities and implement phases and tasks to meet performance goals.
    DevOps Change Velocity Import data from your DevOps tool chain to the ServiceNow platform and deliver changes faster without sacrificing compliance.
    DevOps Config Validate and manage configuration data of enterprise applications across every stage of the DevOps pipeline.
    Digital End-User Experience Monitor applications, networks, and devices to promote optimal performance across all channels.
    Digital Portfolio Management Manage and maintain all your solutions from a single workspace.
    Digital Product Release Help release managers, product managers, and program managers plan and manage the release process.
    Expense Line Track costs and manage point-in-time expenses incurred for IT assets.
    Incident Communications Management Create and manage communications related to major business issues or incidents.
    Incident Management Restore normal service operation while minimizing impact to business operations and maintaining quality.
    ITSM Mobile Agent Deliver mobile-first experiences for IT agents to triage, act on, and resolve incidents on the go.
    ITSM Virtual Agent Support and scale your IT organization by addressing challenging IT-related user requests and incidents.
    Machine learning solutions for IT Service Management Enhance business scalability and improve operations using machine learning.
    Now Assist for IT Service Management (ITSM) Summarize incident information, generate resolution notes, and enable agents to propose quicker resolutions.
    On-Call Scheduling Identify the assigned and available support group member when assigning an incident.
    Problem Management Identify the cause of errors in the IT infrastructure reported as occurrences of related incidents.
    Recommended Actions for ITSM in Service Operations Workspace Provide relevant, contextual, and actionable recommendations in a configurable workspace.
    Release Management Plan, design, build, configure, and test hardware and software releases to create a defined set of release components.
    Request Management Request and fulfill catalog items based on defined flows.
    Service Builder Create and edit services and service offerings using an interactive, guided experience.
    Service Level Management Gather service requirements and monitor and report on agreed service levels (SLAs).
    Service Operations Workspace for ITSM Configure a unified workspace experience for multiple IT Service Management and IT Operations Management workflows.
    Service Portfolio Management Document and manage IT services using a standardized, structured format.
    Simplified IT Service Management Simplify implementation and deliver a unified experience across ITSM applications.
    ITSM Success Dashboard indicators Measure the performance of your ITSM implementation using KPIs defined by ServiceNow.
    Task Intelligence for ITSM Set up, deploy, and track machine learning models to achieve important business outcomes.
    Task Outage Track configuration item unavailability and manage outage information linked to tasks.
    Walk-up Experience Provide in-person and remote assistance to users for their IT-related issues.
    Workforce Optimization for ITSM Manage team skills, schedules, work assignments, and performance from a single location.