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IT Service Management

Unchain innovation with a market-leading ITSM solution.

Transform the impact, speed, and delivery of IT

Deliver services that amaze your users, increase productivity, and achieve new insights by consolidating to the most innovative ITSM solution.

What is ITSM?

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IT Service Management (ITSM) might seem complicated at first, but it’s actually pretty simple. You’ve probably provided ITSM services in the form of an IT service desk or help desk. In this context, you may have answered questions about why the internet is slow, how to connect to a VPN remotely, or where to process a request for a new laptop. You may have also participated in a change advisory board to approve a major systems upgrade. Each of these examples align to ITSM.
Service management systems are typically based on ITIL®, an integrated, process-based framework used by IT for tracking, delivering, and managing technical services on behalf of an enterprise. Incident, problem, and change management are the most commonly adopted ITIL practices, with self-service and a service catalog also frequently implemented.
ServiceNow IT Service Management aligns with ITIL standards to manage access and availability of services, fulfill service requests, and streamline service continuity. High-performing ITSM services mapped to ITIL processes help keep employees happy and productive, while ensuring IT infrastructure is aligned to the needs of the business.
ServiceNow delivers these standards through a unified IT cloud platform and automated ITSM services, which produced our market-leading, enterprise-level solution.
* ITIL is a registered trademark of AXELOS Limited. All rights reserved.

Don’t just take our word for it

See how companies like yours use IT Service Management to elevate their service experiences.

Business Services

Experian spends 80% of time on innovation

Experian redirected resources from putting out fires to delivering a superior customer experience.

Insurance

VSP reduces response times by 40%

By optimizing resources, Vision Healthcare Insurance significantly reduced incident response times.

Manufacturing

Oshkosh saves $3M by consolidating tools

With a modern IT environment, Oshkosh consolidated legacy apps and automated manual processes.

SERVICES

Flight Centre takes off

New platform reduces incidents 50% and restoration mean time by 80%.

Capabilities that scale with your business

IT Service Management groups key applications into scalable packages that can grow with you as your needs change.

Incident Management

Restore services faster with intelligent routing and built-in collaboration.

Problem Management

Identify the root cause of issues and proactively prevent future disruptions.

Change and Release Management

Reduce change-related risks and costs while accelerating the release of business services.

Request Management

Give end users a modern, consumer-like experience through a self-service portal.

Virtual Agent

Use chatbots to provide consistent IT services that increase CSAT and IT productivity.

Agent Intelligence

Resolve issues faster by using machine learning to categorize, route, and prioritize issues.

Performance Analytics

Use dashboards to anticipate trends, prioritize resources, and drive service improvements.

Walk-Up Experience

Boost customer satisfaction with a streamlined channel for face-to-face IT support requests.

Agent Workspace

Improve agent efficiency with a workspace built to facilitate resolution.

Enterprise Onboarding and Transitions

Automate onboarding and other employee lifecycle events that span multiple departments.

Knowledge Management

Capture and package knowledge from across the organization for employees to access on demand.

Asset and Cost Management

Track costs, quantities, and contracts for hardware and virtual assets.

Reports and Dashboards

Generate and distribute customized reports and dashboards on demand and in real time.

Service Level Management

Monitor performance against service commitments and prioritize, reassign, and escalate tasks.

Configuration Management

Track the states and relationships of configuration items in your technology environment.

Benchmarks

Compare your ITSM performance to industry averages and optimize with recommendations.

Surveys and Assessments

Drive continual service improvement with feedback and assessment results for any service.

Continual Improvement Management

Manage improvements from ideation through delivery by aligning people, processes, and data.

ServiceNow IT service management capabilities

ITSM integrations

ITSM seamlessly integrates with remote desktop support products, authentication software, and productivity tools.

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ITSM integrates with Oracle, SAP, Cisco, Jira, and more

We play nice with existing software

ITSM seamlessly integrates with remote desktop support products, authentication software, and productivity tools.

Slack

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Communicate transparently and reach resolution faster by connecting Slack in the Integration Hub.
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Free, online sessions

See how key ServiceNow features and apps work in expert-led tutorials.

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Black Hat 2019: August 7-8

Experts show you how to resolve security incidents and vulnerabilities fast. 

Choose a package

Find the IT Service Management package that works for your business.

ITSM

(13)
  • Incident Management
  • Problem Management
  • Change and Release Management
  • Request Management
  • Asset and Cost Management
  • Walk-Up Experience
  • Agent Workspace
  • Knowledge Management*
  • Configuration Management*
  • Reports and Dashboards*
  • Service Level Management*
  • Benchmarks*
  • Surveys and Assessments*
  • Virtual Agent
  • Agent Intelligence
  • Performance Analytics
  • Continual Improvement

ITSM Professional

(17)
  • Incident Management
  • Problem Management
  • Change and Release Management
  • Request Management
  • Asset and Cost Management
  • Walk-Up Experience
  • Agent Workspace
  • Knowledge Management*
  • Configuration Management*
  • Reports and Dashboards*
  • Service Level Management*
  • Benchmarks*
  • Surveys and Assessments*
  • Virtual Agent
  • Agent Intelligence
  • Performance Analytics
  • Continual Improvement

* Delivered as part of the Now Platform, spanning all ServiceNow cloud services

Thank You

Thank you for submitting your request. A ServiceNow representative will be in contact within 48 hours.

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