IT Service Management (ITSM) aligns with ITIL standards to manage access and availability of services, fulfill service requests, and streamline services.
ITSM Overview Plans and Packages Getting Started
Product IT Service Management (ITSM) Unify incident, change, problem, and service request management on one platform. Use autonomous AI specialists to handle routine requests and move toward zero-touch service with ServiceNow ITSM. Watch Demos Get Brief
The world works with ServiceNow™
How does ITSM work? ServiceNow ITSM uses AI and cloud technology to automate core IT processes on the ServiceNow AI Platform. With one platform and one data model, ITSM unifies AI, data, and workflows to help IT organizations deliver proactive, secure, and scalable IT services across the business. Read Report See Demo
Prevent tickets before they happen Deploy AI specialists to proactively resolve routine requests. Reduce repeat issues, improve resolution quality, and free teams to focus on improvements. Video CTA Read Story Give employees 24/7 omnichannel self-service Connect employees to help via EmployeeWorks, voice, chat, portal, Teams, Slack, or mobile. Resolve most requests without tickets and reduce escalations. Video CTA Get Details Run IT on one platform that gets smarter Consolidate incidents, changes, problems, and requests on one CMDB. Reduce self-inflicted outages with dependency data and give teams unified context. Video CTA Read Ebook 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 ITSM
Incident Resolution
Faster incident resolution with fewer repeats Deploy AI specialists to triage, investigate, and resolve routine incidents end-to-end. Detect patterns, route issues to problem management, and prevent repeat tickets. Explore Autonomous Workforce View Incident Management Docs
Related products Incident Management Digital End-user Experience Service Operations Workspace
Agent Productivity
Shift your IT team to high-value work Automate low-priority requests like password resets, access, and VPN troubleshooting. Give IT one workspace where AI suggests next steps to speed resolution. Explore Autonomous Workforce View Service Operations Workspace Docs
Related products Service Operations Workspace AI Agents Request Management
Self-Service
Give employees answers in minutes across any channel Help employees solve issues any time with a unified portal and autonomous AI specialists. Empower your team to take action to resolve service requests. Explore ServiceNow Otto View Now Assist for ITSM Docs
Related products EmployeeWorks Employee Center Pro Now Mobile
Service Predictablility
Anticipate service performance trends Track MTTR, CSAT, first-contact resolution, and ticket volume in one system of record. Spot gaps and benchmark before SLAs slip. View Predictive Intelligence Docs View Benchmarks Docs
Related products Predictive Intelligence Benchmarks Service Operations Workspace
Change Management
Speed up changes while reducing risk Assess change impact with real CMDB dependencies. Reduce outages using automated risk scoring and approvals that improve over time. View Change Management Docs View DevOps Change Velocity Docs
Related products Change Management DevOps Change Velocity Digital Product Release
Issue Identification
Resolve unreported employee technology issues Proactively monitor endpoints for performance, disk space, and certificate expirations. Auto-remediate issues and create tickets with full context when needed. View Digital End-user Experience Docs View Service Operations Workspace Docs
Related products Digital End-user Experience Service Operations Workspace Now Assist for ITSM
OUR CUSTOMERS Industry leaders rely on ServiceNow to make work better See All Stories 99.3% user satisfaction rate, up from 70% Video CTA Learn More 160 work hours saved on documentation tasks Video CTA Learn More 77% reduction in resolution time Video CTA Learn More >47% decrease in mean time to resolution with AI Video CTA Learn More 87% increase in the overall self-service rate Video CTA Learn More 75% reduction in service ticket volume Video CTA Learn More
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
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Resources for you See All Resources Analyst Report ServiceNow a Gartner® Magic Quadrant™ Leader in AI IT Service Management Recognized in the Gartner® Magic Quadrant™ for completeness of vision and execution of ITSM-enhancing AI capabilities. Video CTA Read Report DATA SHEET ServiceNow ITSM Foundation Video CTA Get Data Sheet Ebook Reimagine IT Service Delivery and Operations with AI Automation Video CTA Get Ebook ANALYST REPORT G2 Spring 2026 Grid Reports for ServiceNow Autonomous IT Video CTA Read Report
What the community is saying There's a reason thousands of IT leaders trust ServiceNow. See why G2 users ranked us the #1 ITSM leader in nine categories. Learn how they are using ServiceNow ITSM to put AI to work across their IT services. See Reviews Get Insights
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.
A trusted ITSM partner delivers more than success A ServiceNow partner provides guidance you can trust while helping you reach your ITSM goals.
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Frequently asked questions Expand All Collapse All Who uses ServiceNow?
ServiceNow is for any business that needs work to flow across teams. The ServiceNow AI Platform connects IT, HR, customer service, security, finance, and procurement on a single AI architecture with shared data and workflows. It integrates with legacy systems and newer solutions, serving as the operational backbone of the enterprise. 85% of the Fortune 500 run on ServiceNow.
What is the ServiceNow AI Platform?
The ServiceNow AI Platform is the enterprise foundation that connects data, workflows, and AI in one system. It brings together any data source, any AI model, and any workflow across IT, HR, customer service, security, and more, with built-in governance to keep it all secure and compliant. Because AI is embedded directly into the workflow layer, it has the enterprise context to make decisions and the workflow engine to execute work end-to-end—from resolving employee requests to remediating security vulnerabilities to updating customer records. AI is only as powerful as the platform it's built into, and ServiceNow is built on 20 years of running enterprise workflows at scale.
What is ServiceNow IT Service Management?
ServiceNow ITSM is the world's #1 IT service management software. It connects incident, problem, change, and request management on a single AI platform, helping IT teams automate routine work, deliver fast employee support through any channel, and focus on strategic priorities instead of tickets. An autonomous workforce of AI specialists can handle tasks like password resets, software provisioning, and troubleshooting end-to-end—with 24/7 omnichannel availability across EmployeeWorks, voice, chat, portal, Teams, Slack, email, and desktop. Because everything runs on one data model, AI has the context to resolve issues before employees feel them and the governance to do it securely. ITSM is also the service desk foundation for Autonomous Service Operations, which unifies ITSM with IT Operations Management, helping organizations move toward Zero-touch Support and Zero-touch Operations. See how ServiceNow ITSM works.
What is Autonomous Service Operations?
Autonomous Service Operations brings IT service and IT operations together on a single AI platform. Both share one data model and one workflow engine, so service desk teams get context on what's happening in the environment and operations teams see the business impact of what they're monitoring. Because the data is unified, an autonomous workforce can resolve routine requests, triage alerts, and catch infrastructure issues before they become employee-facing incidents. It's the operational foundation for Autonomous IT, which is ServiceNow's broader vision for driving support tickets, outages, asset issues, breaches, and misaligned investments toward zero.
What is ServiceNow Autonomous IT and Security?
Autonomous IT is ServiceNow's unified vision for the entire IT organization. It integrates service, operations, assets, risk, security, and strategic portfolio management on a single AI platform. The goal is to drive operational incidents, outages, asset issues, breaches, and misaligned investments toward zero by putting routine work on autopilot while keeping humans in control. An autonomous workforce of AI specialists detect and remediate issues across the IT estate, enforce security and compliance in real time, and free IT teams to focus on strategic, higher-value work.
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