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IT Service Management

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ITSM
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Deliver scalable services that increase productivity and create amazing experiences wherever your employees work, with 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 quite 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 your network 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. All of these examples align to ITSM.
You may have also heard of ITIL®, but that term is one of several frameworks for IT service management. ITIL is an acronym for Information Technology Infrastructure Library. ITIL is a service management framework that provides detailed practices for IT functions to be better aligned with an organization’s business outcomes. The ITIL framework has been through several iterations, the latest one is referred to as ITIL 4. ServiceNow® ITSM products have always supported each evolution of the ITIL framework.
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.
Though ServiceNow learns from and supports many industry frameworks, ServiceNow is purposefully framework neutral. And while the ITIL framework remains a good resource for IT organizations looking for guidance in defining their core processes, the ServiceNow vision of digital transformation has grown beyond traditional process-oriented frameworks.
As ITIL 4 gets further defined, we will continue to provide guidance to our customers on how to align it with their ServiceNow deployment. However, the majority of our focus will be beyond the scope of ITIL 4, delivering on the excellent outcomes our customers expect from ServiceNow.
By using these standards with a unified IT cloud platform and automated ITSM services, ServiceNow offers our customers an enterprise-level, market-leading solution.
*ITIL is a registered trademark of AXELOS Limited. All rights reserved

Make ITSM your superpower

Deliver ITSM on a single platform

Use built-in best practices to rapidly consolidate disparate tools to a single system of action in the cloud. Harness your shared data with the most trusted IT service workflows.

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Improve IT productivity

Boost agent efficiency with AI-assisted recommendations and automatically assign incidents to the correct resolution team.

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Create resilient service experiences

Shape service experiences to fit the world your employees work in. Automate support for common requests with virtual agents that understand simple, human language.

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Achieve new insights

Proactively deliver high-quality service at scale. Gain full visibility into any process or service with built-in dashboards and analytics providing real-time, actionable information.

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Remove friction with mobile

Enable employees to find answers and get stuff done across IT, HR, facilities, finance, legal, and other departments—all from a modern mobile app powered by the Now Platform®.

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Make ITSM your superpower

Deliver ITSM on a single platform

Use built-in best practices to rapidly consolidate disparate tools to a single system of action in the cloud. Harness your shared data with the most trusted IT service workflows.

Get Ebook

Improve IT productivity

Boost agent efficiency with AI-assisted recommendations and automatically assign incidents to the correct resolution team.

Get Ebook

Create resilient service experiences

Shape service experiences to fit the world your employees work in. Automate support for common requests with virtual agents that understand simple, human language.

Learn More

Achieve new insights

Proactively deliver high-quality service at scale. Gain full visibility into any process or service with built-in dashboards and analytics providing real-time, actionable information.

See Case Study

Remove friction with mobile

Enable employees to find answers and get stuff done across IT, HR, facilities, finance, legal, and other departments—all from a modern mobile app powered by the Now Platform®.

View Details

Don’t just take our word for it

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

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TECHNOLOGY

50% less time spent on incidents

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

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Services

Responding within 5 seconds

MGM expedited service for IoT-enabled guest rooms using ServiceNow Virtual Agent.

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Manufacturing

Consolidating tools saved $3M

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

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EDUCATION

Slashing resolution times by 75%

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

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Capabilities that scale with your business

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

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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 and Release 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/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 Service 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

Reports and Dashboards

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 averages and optimize with recommendations.

 
 
ITSM PRO

Continual Improvement Management

Manage improvements from ideation through 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.

 
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ServiceNow IT service management capabilities

Built on the Now Platform®

Explore Platform
Laptop with single data model
Single data model Eliminate information silos with one data source for your enterprise.
Customizable mobile phone experiences
Delightful user experiences Provide a modern experience with personalized mobile apps, self-service portals, and contextual collaboration.
Ideas based on intelligence
Intelligent automation Use machine learning and AI-powered chatbots to make work easier and more efficient.

ITSM integrations

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

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3CLogic
Consolidate multichannel communications on a cloud-based call center platform.
Adobe
Add trusted, legal Adobe Sign e-signatures to ServiceNow workflows to expedite service requests.
Celonis
Monitor, analyze, and improve business processes within ServiceNow using this process mining tool.
Cisco
Manage network events by automatically generating incidents and assigning work to the correct party.
Docusign
Add secure e-signatures to ServiceNow workflows to eliminate manual steps and reduce service times.
Jira
Eliminate friction between dev teams and ITSM processes with the Integration Hub connector to Jira.
LogMeIn
Increase technician efficiency with secure remote support and log support activity within incidents.
Microsoft
Collaborate across IT teams, use productivity tools in context of assigned work, and sync employee access.
Mobichord
Manage telecom and cloud subscription services, assets, and expenses natively on the Now Platform.
Okta
Provide secure identity management and single sign-on to any application on any device.
Oracle
Retrieve OCI Cloud Services resources to enhance inventory, event, change, and configuration management.
SAP
Quickly respond to business needs by providing full control and visibility into all SAP changes.
Slack
Communicate transparently and reach resolution faster by connecting Slack in the Integration Hub.
Twilio
Leverage SMS and Voice for on-call scheduling, incident alerts, and streamlined communications.
Vivid Charts
Create custom data visualizations and models to facilitate faster decision-making.
Xmatters
Automatically engage the correct on-call resource via push, SMS, email, or voice call notifications.
ServiceNow latest release fuels business resilience

What’s new in the Paris release

Fuel business agility and resilience with the Now Platform Paris release. Drive growth, strengthen business continuity, and enhance employee productivity.

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Slack

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Communicate transparently and reach resolution faster by connecting Slack in the Integration Hub.
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Choose a package

Find the ITSM package that works for your business.

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ITSM

(16)
  • Incident Management
  • Problem Management
  • Change and Release Management
  • Request Management
  • Asset and Cost Management
  • Walk-Up Experience
  • Agent Workspace
  • Now Mobile1
  • Mobile Agent1
  • Knowledge Management1
  • Configuration Management1
  • Reports and Dashboards1
  • Service Level Management1
  • Benchmarks1
  • Surveys and Assessments1
  • Dynamic Translation
  • Virtual Agent2
  • Predictive Intelligence
  • Performance Analytics
  • Continual Improvement Management
  • Service Owner Workspace
  • Vendor Manager Workspace

ITSM Professional

(22)
  • Incident Management
  • Problem Management
  • Change and Release Management
  • Request Management
  • Asset and Cost Management
  • Walk-Up Experience
  • Agent Workspace
  • Now Mobile1
  • Mobile Agent1
  • Knowledge Management1
  • Configuration Management1
  • Reports and Dashboards1
  • Service Level Management1
  • Benchmarks1
  • Surveys and Assessments1
  • Dynamic Translation1
  • Virtual Agent
  • Predictive Intelligence
  • Performance Analytics
  • Continual Improvement Management
  • Service Owner Workspace
  • Vendor Manager Workspace

Licensed Separately

(2)
  • Enterprise Onboarding and Transitions
  • Employee Service Center
1 Delivered as part of the Now Platform, spanning all ServiceNow cloud services
2 Improves self‑service adoption with 3 self‑service conversation topics
// Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch // Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch
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