Request Management Empower employees and customers to self-solve issues with the help of AI. Make it easy to request products, services, and answers—anytime, on any device.
Request Management Contact Sales Benefits Features Resources How to Buy Related Apps
Benefits of Request Management Create personalized 24/7 service Deliver a personalized experience on any device or channel with no extra development needed. Resolve issues with AI Handle common issues with AI, automation, and self-service — freeing IT to focus on complex requests.  Boost user satisfaction Meet employee and customer expectations—keep them up to date with status and other notifications. Maintain your services menu easily Let anyone create and update product and service offerings, without added development costs. 
Features of Request Management Chatbot-embedded portals Give users around-the-clock answers with a conversational AI experience. Digital End-user Experience Connect employees to self-service tools to quickly resolve issues or interact with IT. Native mobile app Manage requests and collaborate on the go. Get real-time notifications and take immediate action. Conversational collaboration tools Integrate with ServiceNow Otto, Slack, Microsoft Teams, Zoom, and other collaboration tools to respond to service requests.
Additional features Mobile-friendly experiences Find answers, get help, and make or track requests on the go—intuitively, and on your device.  Unified service center Give employees a unified portal to access services, communications, apps, and tasks. Graphical workflow Design drag-and-drop request workflows and differentiate catalog items with built-in automation. Service level agreements Check, follow, and understand all SLAs for requested services to help confirm commitments are met. Unified agent view Help agents resolve incidents proactively by allowing them to access Service Catalog from a single workspace. Quick and easy approvals Expedite request processes and minimize delays with approvals by email, virtual agent, or mobile. Two-way notifications Encourage transparency and expedite mean time to resolution (MTTR) with automatic notifications. Reports and dashboards Measure service levels and drive continual improvement with built-in metrics and surveys.
Resources See All Resources Solution Briefs ServiceNow ITSM Overview Case Studies ServiceNow AI Platform powers Griffith University’s Drive for Service Excellence Lion Brews a Great People Experience on the ServiceNow AI Platform Raleigh scaled its workforce with AI, so staff can focus on what matters Wellstar removes friction from care. AI does the work Booking.com’s AI agents get it right 97% of the time Ebooks Modernize IT Services and Operations with AI Infographics G2 Grid® Report for IT Service Management (ITSM) Tools Blogs ServiceNow is a Magic Quadrant Leader in ITSM. Here's why that matters Analyst Reports Gartner® Magic Quadrant™ for IT Service Management (ITSM) Platforms Gartner® Magic Quadrant™ for AI Applications in IT Service Management
How to get Request Management Request Management is available with these ServiceNow products. IT Service Management Transform the impact, speed, and delivery of IT. Customer Service Management Connect customer service with other teams to resolve issues quickly and proactively.
You might also be interested in… Autonomous Workforce Scale your team with AI specialists that have the workflows, security, and enterprise context to do jobs, not just the tasks. Video CTA ServiceNow AI Agents Boost productivity across every corner of your business with autonomous AI agents that work for you. Video CTA Employee Center Provide a single, unified portal for service delivery across the enterprise. ServiceNow Action Fabric Execute governed ServiceNow® actions with any AI agent through MCP, A2A, and traditional protocols. Video CTA ServiceNow Otto for ITSM Ask through chat, voice, mobile, or web, and ServiceNow Otto™ completes the work across every system and department. Video CTA ServiceNow EmployeeWorks Provide every employee with one intelligent front door to ask questions and take action. Video CTA Service Operations Workspace Manage incidents proactively with clear visibility when services are at risk. Video CTA Digital End-user Experience Make it simple for employees to self-solve issues and engage with the IT team when they need extra support. Video CTA
Explore more View Docs Visit Community Get Developer Resources Start Learning
Talk with an expert  Get answers to your questions and discover how ServiceNow can help you transform your business with modern digital workflows. Get Started
Home Request Management
Contact Demo