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IT Service Management

See why we’re a 6-time Gartner Magic Quadrant for ITSM Tools Leader.

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

Transform the impact, speed, and delivery of IT

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 ITSM 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 ITSM to elevate their service experiences.

TECHNOLOGY

50% less time spent on incidents

With automation and intelligent workflows, Experian achieved significant productivity gains.

Insurance

Response times cut by 40%

By optimizing resources, Vision Service Plan significantly reduced incident response times.

Manufacturing

Consolidating tools saved $3M

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

SERVICES

Success achieved with rapid deployment

With the Now Platform, Flight Centre reduced incidents by 50% and restoration mean time by 80%.

Capabilities that scale with your business

ITSM groups key applications into 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

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

Request Management

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

Now Mobile

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

Mobile Agent

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

Mobile Onboarding

Enable new hires to complete tasks, view content, and get help across departments from a mobile app.

Virtual Agent

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

Predictive Intelligence

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

Agent Workspace

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

Service Owner Workspace

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

Vendor Manager Workspace

Manage and optimize vendor services from a single destination.

Walk-Up Experience

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

Enterprise Onboarding and Transitions

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

Knowledge Management

Increase business efficiency with easy knowledge sharing and collaboration.

Employee Service Center

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

Asset and Cost Management

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

Performance Analytics

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

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 dependencies and relationships of supported IT services to maintain continuity.

Benchmarks

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

Continual Improvement Management

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

Surveys and Assessments

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

ServiceNow IT service management capabilities

ITSM integrations

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

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ServiceNow latest release brings mobile to the enterprise

What’s new in New York

Break down silos, provide frictionless employee service, and increase productivity. The Now Platform New York release delivers new innovations in enterprise mobile, intelligence, and workspaces.

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Join us at a live or virtual event

INDUSTRY EVENT

Gartner IT Symposium Xpo: Oct 20-24

Join us for “the world’s most important gathering” of CIOs and IT leaders.

INDUSTRY EVENT

DevOps Enterprise Summit: Oct 28-30

Dive into an immersive DevOps learning experience.

SERVICENOW EVENT

Now at Work: Fall 2019

Join an event near you and learn how to create great work experiences.

SERVICENOW EVENT

Future of Work: Fall 2019

Discover new ways to inspire innovation at this engaging ServiceNow event. 

Choose a package

Find the ITSM package that works for your business.

ITSM

(15)
  • Incident Management
  • Problem Management
  • Change and Release Management
  • Request Management
  • Asset and Cost Management
  • Walk-Up Experience
  • Agent Workspace
  • Now Mobile*
  • Mobile Agent*
  • Knowledge Management*
  • Configuration Management*
  • Reports and Dashboards*
  • Service Level Management*
  • Benchmarks*
  • Surveys and Assessments*
  • Virtual Agent
  • Predictive Intelligence
  • Performance Analytics
  • Continual Improvement Management
  • Service Owner Workspace
  • Vendor Manager Workspace
  • Enterprise Onboarding and Transitions
  • Mobile Onboarding
  • Employee Service Center

ITSM Professional

(21)
  • Incident Management
  • Problem Management
  • Change and Release Management
  • Request Management
  • Asset and Cost Management
  • Walk-Up Experience
  • Agent Workspace
  • Now Mobile*
  • Mobile Agent*
  • Knowledge Management*
  • Configuration Management*
  • Reports and Dashboards*
  • Service Level Management*
  • Benchmarks*
  • Surveys and Assessments*
  • Virtual Agent
  • Predictive Intelligence
  • Performance Analytics
  • Continual Improvement Management
  • Service Owner Workspace
  • Vendor Manager Workspace
  • Enterprise Onboarding and Transitions
  • Mobile Onboarding
  • Employee Service Center

Licensed Separately

(3)
  • Enterprise Onboarding and Transitions
  • Mobile Onboarding
  • Employee Service Center

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

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