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IT Service Management (ITSM)

Deliver resilient services that supercharge productivity. Create amazing experiences wherever your employees work. Future-proof your technology across the enterprise on a single cloud platform.

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IT Service Management

Built on the Now Platform

ITSM includes powerful platform capabilities so you can optimize processes, create seamless experiences, and build new value through innovation. Transform your business with a single, unifying platform for digital business.

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IT Service Management

Role-based apps for ITSM

Add continuous value to the business, no matter what hat you wear. Find cost reductions and efficiencies across your organization while you promote innovation. Improve IT services across the entire enterprise.

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IT Service Management

Dig deeper into IT Service Management

Find out how you can use ITSM to achieve extraordinary business outcomes and harness powerful, smart capabilities to maximize efficiency for your employees.

IT Service Management

Packages and pricing

Get the tools you need most with the package that meets your business needs and goals. Then put them to work, delighting your teams and everyone in your organization receiving IT services.

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Get Product Brief

Find out how you can expand IT services and shrink response times. Delight agents with useful resources, from alerts to recommendations.

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Read Analyst Report

Make digital transformation a reality with our modern, cloud-based solution. See how ServiceNow ITSM compares to other service management solutions.

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See Latest Release

The Now Platform connects people, functions, and systems across your business. Check out the latest apps and capabilities.

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Deliver ITSM on a single platform

Disparate tools don't have to weigh you down. With ITSM's built-in best practices you'll operate on a single system of engagement in the cloud. Use the most trusted IT service workflows to synthesize your shared data and analytics.

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Grow IT productivity

Walk through a day with a VP of IT Services and see the ITSM process improvements he's made. Adam has automated DevOps change approvals, improved budget, and virtual agents now handle routine requests.

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Create resilient service experiences

Taking a people-first approach to digital transformation is what makes ServiceNow stand out. When people are cared for, no matter how quickly the business needs change, organizations see real results.

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Featured apps and capabilities for IT Service Management

Now Assist

Accelerate productivity with generative AI experiences on the Now Platform.

Configuration Management Database (CMDB)

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

Knowledge Management

Improve business efficiency with easy knowledge sharing and collaboration.

Incident Management

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

Change Management

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

Virtual Agent

Resolve issues fast with an intelligent chatbot that understands simple, human language.

Predictive Intelligence

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

Service Operations Workspace

Manage incidents proactively with clear visibility when services are at risk.

Now Mobile

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

Digital Portfolio Management

Make informed decisions with a unified view of services, products, and apps.

DevOps Change Velocity

Connect development tools to change management for automatic ticketing and approval.

Employee Center

Provide a single, unified portal for service delivery across the enterprise.

Service Portal

Design a self-service user experience with a responsive portal interface.

Problem Management

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

Service Catalog

Improve self-service by offering products and services through a modern, user‑friendly storefront.

Asset Management

Oversee infrastructure, operations, and field service assets to make more informed decisions.

Workforce Optimization

Manage teams effectively with real-time visibility into agent scheduling and performance.

Process Mining

Improve outcomes by optimizing process flows to streamline work.

Contract and Renewal Management

Renew hardware and software contracts through guided actions.

Continual Improvement Management

Initiate and track improvements across the enterprise by aligning people, processes, and data.

Site Reliability Operations

Maintain service performance, bridge work across DevOps and SRE teams, and deploy code faster.

DevOps Config

Prevent outages by centralizing configuration oversight within dev pipelines.

Request Management

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

Service Level Management

Manage provider-customer commitments to meet or exceed service levels.

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Do more with IT Service Management

Combine ITSM with other products and apps to create a powerhouse technology platform. Reimagine always-on technology services enabled by automation.

Discover Solution

“ServiceNow has provided frictionless ways for colleagues to handle their IT; it has removed a lot of mundane tasks and certainly made onboarding new colleagues much easier during a time of rapid growth.”

Donna Bisio

IT Systems Manager, Zoom

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What the community is saying

Your peers have a lot to say about delivering scalable IT services on a cloud native platform. Gartner Peer Insights is the source for unbiased, honest feedback. Read the discussion and start growing enterprise productivity while you knock down silos.

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Explore further

Dive in to overview articles on a variety of topics related to ITSM.

How to get pricing

Learn about pricing and options for IT Service Management, as well as the value you can realize. Reach out to get guidance from a ServiceNow expert.

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Connect with us to start creating experiences that build loyalty and improve the bottom line.

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Discover the Now Platform®

The Now Platform is ServiceNow’s powerful cloud application platform. It lets you link real-time data with activities, tasks, and processes to achieve better work outcomes.

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Actionable insights

Get work done faster with AI-powered experiences. Give everyone in your organization the info they need to make smarter decisions and improve business processes.

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Automated business processes

Connect teams with end-to-end digital workflows. Remove bottlenecks by automating manual processes with a simple, drag-and-drop interface.

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Intelligent automation

Work smarter and make better business decisions. Supercharge your workflows with machine learning and AI-powered experiences.

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Security lives at the center of all we do

Data security is critical to your business. The Now Platform arms you with the tools and processes you need to improve your security posture. We also help you adhere to regulatory compliance to keep sensitive data safe.

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Certified integrations

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

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Consolidate multichannel communications on a cloud-based call center platform.

3CLogic

Add trusted, legal Adobe Sign e-signatures to ServiceNow workflows to expedite service requests.

Adobe

Manage network events by automatically generating incidents and assigning work to the correct party.

Cisco

Add secure e-signatures to ServiceNow workflows to eliminate manual steps and reduce service times.

DocuSign

Eliminate friction between dev teams and ITSM processes with the Integration Hub connector to Jira.

Jira

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Connect with us to start creating experiences that build loyalty and improve the bottom line.

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IT leader

Drive digital transformation with technologies like AI and automation to improve service delivery and create delightful employee experiences. Reimagine IT workflows.

Success Dashboard

Get a 360-degree view into the performance of your ITSM implementation using prescribed KPIs.

Reporting

Make service improvements easier with insight into the latest service delivery data, all on a single UI.

Digital Portfolio Management

Measure, monitor, and compare performance metrics at every service level.

Service manager

Empower service agents to resolve issues quickly and address employee needs proactively to provide an effortless experience. Use real-time data to increase agent satisfaction and continually improve IT services.

Knowledge Management

Boost service agent productivity with contextual knowledge, powered by machine learning.

Service Level Management

Gain a better understanding of your active SLAs with detailed visualizations and key metrics.

Workforce Optimization

Create high-performing service teams by optimizing schedules, tasks, performance, and career growth.

Platform owner

Maximize ServiceNow platform business value by identifying opportunities to extend and accelerate digital transformation. Partner with upper management and business lines to optimize process efficiency companywide.

Process Mining

Increase IT service efficiency and performance, streamline work, and remove process bottlenecks.

Performance Analytics

Put the power of data into the hands of the stakeholders for successful service delivery.

Admin Center

Enable admins to discover, install, and configure ServiceNow® products and applications.

Service agent

Help employees with their IT services and support needs from a single, integrated workspace. Resolve issues faster, enabled by intelligent guidance.

Service Operations Workspace

Predict, prevent, and resolve incidents proactively from a single workspace before services are impacted.

Virtual Agent

Route issues to a conversational chatbot automatically, to reduce call volume and increase productivity.

Mobile Agent

Work easily from anywhere, even when you are not connected to the internet.

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Connect with us to start creating experiences that build loyalty and improve the bottom line.

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Featured Resources

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Scalable IT Services
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Analyst reports
Infographics
Webinars

What the industry experts are saying

Find out why we're a leader in the Gartner Magic Quadrant for ITSM Platforms.

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Look who's winning with ServiceNow

See how other companies deliver resilient services, increase productivity, and future-proof their IT.

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Hitachi Energy transforms enterprise IT for greater speed, agility, and scalability.

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Read Story

Scripps Health reduces service desk calls, freeing more time to spend with patients.

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Watch Video

City of Raleigh, North Carolina, saves $315,000 a year on IT service desk costs.

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Get Case Study

Körber Supply Chain uses data to improve service delivery and operations.

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Read Story

Copenhagen Airport streamlines service requests and delivery for over 20,000 users.

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Get Case Study

The Finance of America service desk attains first time resolution rate of 82%.

Find Out How
Find Out How

Explore further

Dive in to overview articles on a variety of topics related to ITSM.

Talk to an expert

Connect with us to start creating experiences that build loyalty and improve the bottom line.

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Discover the business value

Use our interactive calculator to project the value your organization can achieve from a ServiceNow solution. Envision the solution's impact and estimate potential savings you could realize for your company.

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Choose a package

Find the ITSM package that works for your business.

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ITSM

For growing businesses that need to create impact with confidence.

Innovate using these foundational apps and features:

  • Incident Management
  • Problem Management
  • Change Management
  • Request Management
  • Asset and Cost Management
  • Walk-Up Experience
  • Service Operations Workspace
  • Now Mobile1
  • Mobile Agent1
  • Knowledge Management1
  • Configuration Management1
  • Reporting1
  • Service Level Management1
  • Benchmarks1
  • Surveys and Assessments1
  • Virtual Agent2
  • Digital Portfolio Management
ITSM Pro

For businesses that scale with automation, continual improvement, and self-service.

Extend your transformation with additional apps and capabilities, including:

  • DevOps
  • Predictive Intelligence
  • Dynamic Translation1
  • Performance Analytics
  • Continual Improvement Management
  • Service Operations Workspace
  • Vendor Manager Workspace
  • Workforce Optimization3
  • Process Mining3
  • Now Assist for ITSM3
  • Virtual Agent Optimize3
  • Incident Management
  • Problem Management
  • Change Management
  • Request Management
  • Asset and Cost Management
  • Walk-Up Experience
  • Service Operations Workspace
  • Now Mobile1
  • Mobile Agent1
  • Knowledge Management1
  • Configuration Management1
  • Reporting1
  • Service Level Management1
  • Benchmarks1
  • Surveys and Assessments1
  • Virtual Agent2
  • Digital Portfolio Management
ITSM Enterprise

For enterprises that optimize their teams and processes to drive down costs and improve speed.

In addition to all that are listed in the first and second columns, add these apps and capabilities:

  • Workforce Optimization
  • Process Mining
  • Now Assist for ITSM3
  • Virtual Agent Optimize3
  • Incident Management
  • Problem Management
  • Change Management
  • Request Management
  • Asset and Cost Management
  • Walk-Up Experience
  • Service Operations Workspace
  • Now Mobile1
  • Mobile Agent1
  • Knowledge Management1
  • Configuration Management1
  • Reporting1
  • Service Level Management1
  • Benchmarks1
  • Surveys and Assessments1
  • Virtual Agent2
  • Digital Portfolio Management
  • DevOps
  • Predictive Intelligence
  • Dynamic Translation1
  • Performance Analytics
  • Continual Improvement Management
  • Service Operations Workspace
  • Vendor Manager Workspace

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

2 Improves self-service adoption with 3 selfservice conversation topics.

3 Not included as part of the core package unless purchased in addition to the product.

Accelerate time to value

See how you can get ITSM up and running faster with one of our ServiceNow Impact packages. Our experts and services help you achieve business outcomes fast, boost team skills, and innovate quickly to meet the demands of today's economic landscape.

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