Scale service management with the ServiceNow® AI Platform. Connect IT, HR, and finance on one console with Moveworks AI agents for 24/7 support and automation.
ESM Overview Getting Started
Product Enterprise Service Management (ESM) ServiceNow® connects IT, HR, finance, legal, procurement, and workplace services in one place. Free your teams from the tools you've outgrown with an AI platform that scales. Schedule Demo Get Solution Brief
The world works with ServiceNow™
How does ESM work? AI-driven setup and one console help teams get started quickly. With Moveworks, employees ask for help and get answers 24/7. AI agents route requests, summarize cases, draft responses, and recommend next steps. Read Report Watch Demos
Benefits of ESM See results fast Accelerate ESM implementation. Use AI-driven setup and built-in best practices that simplify decisions and help you achieve faster ROI. Video CTA Get Solution Brief Deflect routine requests Free your teams to focus on their expertise with AI that answers and deflects requests through self-service and triages when needed. Video CTA Explore Incident Management Scale with your business Grow IT and service management as your business evolves. Add capabilities on one platform with a consistent experience, without migration or disruption. Video CTA Get Data Sheet Transform with a single platform The ServiceNow AI Platform unites AI agents, data, and workflows on one enterprise-grade platform built for scale, trust, and efficiency. Video CTA Explore Platform
Use cases for ESM IT Service Desk
Resolve IT issues faster Automate incident, request, and knowledge management. Work with AI that triages tickets, recommends fixes, and creates knowledge articles from resolved issues. Get Report Get Data Sheet
Related links IT Service Management ServiceNow AI Agents
Business Services
Accelerate case resolution Equip business experts with the information they need to resolve cases efficiently in one place. Read Ebook Get Data Sheet
Related links Core Business Suite HR Service Delivery
Team Productivity
Automate the busy work Work with AI to automate admin tasks and benchmark performance, including mean time to resolution. Improve outcomes with insights you can trust. Get Ebook Read White Paper
Related links Responsible AI Now Assist
Self-Service
Answer employee questions faster Give employees one place to find answers across departments and systems. Use AI to deflect routine questions and route others to the right team with context. Get Solution Brief Read Data Sheet
Related links Health and Safety Procurement Management Knowledge Management
Data Connections
Connect data across every workflow Access data from any source and system in minutes with Workflow Data Fabric. Base workflows on the full business context and support governance and lineage tracking. Get Solution Brief
Related links Workflow Data Fabric AI Control Tower Workflow Automation
OUR CUSTOMERS Industry leaders rely on ServiceNow to make work better See All Stories 77% reduction in resolution time Video CTA Read Story Watch Video (2:48) $1.03M saved in one year Video CTA Get Details
 

 

 99% compliance rate Video CTA Find Out How
 

 

 20 workflows automated Video CTA See Customer Story
 

 

 3,600 knowledge articles created to reduce calls Video CTA Get Details Watch Video (2:48)
Third-party software integrations Integrate anything with ServiceNow. Bring your existing software investments onto our platform to connect your people, processes, apps, and data. See All Integrations
Resources for you See All Resources ANALYST REPORT Second Quarter 2026 G2 Grid® Report for IT Service Management Tools Find out why ServiceNow was named a leader in IT service management (ITSM) tools. Video CTA Get Report ANALYST REPORT ServiceNow Named a Leader in Worldwide Employee Experience for Integrated Employee Workspaces Video CTA Get Report Blog ServiceNow Is the Only Vendor Named a Leader by Gartner in AI Applications in ITSM Video CTA Read Blog EBOOK Get inspired by 10 cutting-edge employee portals Video CTA Explore Now
Use the ServiceNow ecosystem Explore our learning tools, community, and partner offerings to find the level of support you need. Training and certification Boost your career with a globally recognized ServiceNow certification. Partners Find a ServiceNow partner that has proven expertise to meet your business needs. Product documentation Learn how to use our products, find answers to your technical questions, and explore products by release. Community Join our community to learn, share, and connect with users about ServiceNow solutions.
ServiceNow Impact® Get the support and expertise you need to realize value fast. Achieve success your way with a success plan tailored to you. Learn About Impact
Frequently asked questions Expand All Collapse All Who is ServiceNow for?
Everyone who is digitally transforming their business can use ServiceNow to move faster with AI and automation. The ServiceNow Platform and its native workflows serve all business functions, from IT to HR to customer service, finance and procurement, across all industries and business types. ServiceNow integrates with legacy systems and newer solutions, making it the digital backbone of your enterprise.
What is the ServiceNow AI Platform?
The ServiceNow AI Platform is the cloud-based foundation for all ServiceNow products. It connects and automates business workflows across the enterprise using one architecture, one data model, and a collection of AI capabilities, business applications, and low-code/no code development tools.
What is ServiceNow Enterprise Service Management?
ServiceNow Enterprise Service Management (ESM) Foundation brings IT, HR, finance, legal, and facilities onto one AI platform, so employees stop chasing the right department and service teams stop managing requests through inboxes and disconnected tools. AI resolves routine requests automatically, routes everything else to the right team, and keeps work moving across departments without manual handoffs. The result is faster answers for employees and more time for teams to focus on work that requires their attention.
What is ServiceNow IT Service Management?
ServiceNow IT Service Management (ITSM) intelligently delivers resilient enterprise IT services, boosts IT productivity, and serves exceptional experiences to employees, all on the ServiceNow AI Platform for business reinvention.
What is ServiceNow HR Service Delivery?
ServiceNow HR Service Delivery (HRSD) puts AI agents to work on the routine tasks, approvals, and casework that keep HR teams stuck in the weeds. Instead of employees chasing answers across portals and HR teams drowning in tickets, requests get resolved instantly and workflows run end-to-end across HR, IT, and workplace services. So, HR can focus on the work that actually moves the business forward.
Talk to an expert Connect with our product experts to arrange a custom demo. See how Enterprise Service Management can work in your environment. Schedule Demo
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