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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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Don’t let an acronym intimidate you. ITSM, or IT Service Management, is actually pretty simple. In fact, you’ve probably been a provider of ITSM services, in the form of an IT service desk. In this context, you were likely the person helping answer why the internet is slow, how to connect to the 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.
Simply said, ITSM is a set of standard processes used by IT to track and deliver technical services on behalf of an enterprise. ITSM is organized by these processes to manage access and availability of services, fulfill service requests, and streamline service continuity in order to keep employees happy and productive, while ensuring the IT infrastructure is aligned to the needs of the business.
ServiceNow delivers these ITSM standards through a unified IT cloud platform and automated ITSM services, which have produced the market-leading ITSM solution.

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.

ITSM

ITSM integrations

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

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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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Join us at a live or virtual event

LIVE DEMO

Free, online sessions

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

PRODUCT RELEASE

Calling all innovators!

Create amazing new work experiences on the Now Platform® Madrid release.

SERVICENOW EVENT

Knowledge 2019

Take work to the next level on May 5-9 in Las Vegas.

INDUSTRY EVENT

Join us at Gartner ITxpo

Talk with us about transforming the IT experience in Toronto June 3-6.

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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