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IT Service Management (ITSM)

See why we’re an 8-time Gartner Magic Quadrant for ITSM Tools Leader.

Deliver resilient services that increase productivity and create amazing experiences wherever your employees work, with the most innovative ITSM solution.

Future-proof your IT with a single cloud platform.

Don’t just take our word for it

See how companies like yours use ITSM to elevate their service experiences.

CONSUMER GOODS

>75% fewer support calls

Conagra builds a self-service portal and improves processes for its employee users.

AVIATION

Serving 20,000+ users in its ecosystem

A digital-first, self-serve mindset across the service organization moves Copenhagen Airport employees.

FINANCIAL SERVICES

82% first-time resolution rate

Finance of America transforms processes and reinvents the customer experience.

EDUCATION

Slashing resolution times by 75%

The University of Maryland makes self-service easy, reducing incidents by 25%.

Capabilities that scale with your business

ITSM groups key applications into packages that can grow with you as your needs change.

ITSM/ITSM PRO

Incident Management

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

ITSM/ITSM PRO

Problem Management

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

ITSM/ITSM PRO

Change Management

Accelerate change at DevOps speed by automating approvals while maintaining control.

ITSM/ITSM PRO

Request Management

Provide employees with an intuitive self-service portal that works on all their devices.

ITSM/ITSM PRO

Now Mobile

Find answers, get help, and make requests across departments from a single, native mobile app.

ITSM/ITSM PRO

Mobile Agent

Make it easy for agents to triage, act on, and resolve requests on the go.

ITSM PRO

Virtual Agent

Give employees help when they need it with virtual agents that understand simple, human language.

ITSM PRO

Predictive Intelligence

Simplify and accelerate everyday work with built-in machine learning.

ITSM/ITSM PRO

Agent Workspace

Improve agent efficiency with a single workspace built to facilitate resolutions.

ITSM PRO

Service Owner Workspace

Manage and optimize IT services from a single, centralized application.

ITSM PRO

Vendor Manager Workspace

Manage and optimize vendor services from a single destination.

ITSM PRO

DevOps

Reduce risk and minimize friction to bring IT operations and development together.

ITSM/ITSM PRO

Walk-Up Experience

Boost customer satisfaction by providing an efficient face-to-face IT support experience.

ITSM PRO

Dynamic Translation

Give IT the ability to translate text from end users to preferred languages in real time.

LICENSED SEPARATELY

Enterprise Onboarding and Transitions

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

ITSM/ITSM PRO

Knowledge Management

Increase business efficiency with easy knowledge sharing and collaboration.

LICENSED SEPARATELY

Employee Center

Provide a single place where employees can quickly get all the services they need.

ITSM/ITSM PRO

Asset and Cost Management

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

ITSM PRO

Performance Analytics

Unlock insights to anticipate trends, prioritize resources, and drive service improvements.

ITSM/ITSM PRO

Reporting

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

ITSM/ITSM PRO

Service Level Management

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

ITSM/ITSM PRO

Configuration Management

Track the dependencies and relationships of supported IT services to maintain continuity.

ITSM/ITSM PRO

Benchmarks

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

ITSM PRO

Continual Improvement Management

Manage improvements from ideas to delivery by aligning people, processes, and data.

ITSM/ITSM PRO

Surveys and Assessments

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

ITSM Enterprise

Workforce Optimization

Maximize your teams’ performance and scheduling in a single destination.

ITSM Enterprise

Process Optimization

See how work flows through your organization to maximize process efficiencies.

ITSM integrations

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

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Transform business with IT workflows

Unleash the power of IT

Transform your business with digital IT workflows. Modernize your operations to optimize productivity, cost, and resilience with a single platform for IT.

Choose a package

Find the ITSM package that works for your business.

ITSM

(16)
  • Incident Management
  • Problem Management
  • Change Management
  • Request Management
  • Asset and Cost Management
  • Walk-Up Experience
  • Agent Workspace
  • Now Mobile1
  • Mobile Agent1
  • Knowledge Management1
  • Configuration Management1
  • Reporting1
  • Service Level Management1
  • Benchmarks1
  • Surveys and Assessments1
  • Virtual Agent2
  • DevOps
  • Predictive Intelligence
  • Dynamic Translation
  • Performance Analytics
  • Continual Improvement Management
  • Service Owner Workspace
  • Vendor Manager Workspace
  • Workforce Optimization
  • Process Optimization

ITSM Professional

(23)
  • Incident Management
  • Problem Management
  • Change Management
  • Request Management
  • Asset and Cost Management
  • Walk-Up Experience
  • Agent Workspace
  • Now Mobile1
  • Mobile Agent1
  • Knowledge Management1
  • Configuration Management1
  • Reporting1
  • Service Level Management1
  • Benchmarks1
  • Surveys and Assessments1
  • Virtual Agent
  • DevOps
  • Predictive Intelligence
  • Dynamic Translation1
  • Performance Analytics
  • Continual Improvement Management
  • Service Owner Workspace
  • Vendor Manager Workspace
  • Workforce Optimization
  • Process Optimization

ITSM Enterprise

(25)
  • Incident Management
  • Problem Management
  • Change Management
  • Request Management
  • Asset and Cost Management
  • Walk-Up Experience
  • Agent Workspace
  • Now Mobile1
  • Mobile Agent1
  • Knowledge Management1
  • Configuration Management1
  • Reporting1
  • Service Level Management1
  • Benchmarks1
  • Surveys and Assessments1
  • Virtual Agent
  • DevOps
  • Predictive Intelligence
  • Dynamic Translation1
  • Performance Analytics
  • Continual Improvement Management
  • Service Owner Workspace
  • Vendor Manager Workspace
  • Workforce Optimization
  • Process Optimization

1 Delivered as part of the Now Platform, spanning all ServiceNow cloud services
2 Improves self‑service adoption with 3 self‑service conversation topics