ServiceNow^® Accessibility Statement

At ServiceNow, our commitment to accessibility extends beyond mere compliance; it’s ingrained in our culture. We are assessing our Platform against the latest WCAG 2.2 standards. We are continuing to uphold WCAG 2.1 AA standards in our testing practices and Product Development Lifecycle (PDLC). This means we are rigorously evaluating and building accessible solutions that work better for everyone, including our users with different abilities. ServiceNow is committed to continually improving the accessibility of our Platform and Products. We add, update, and improve options and features to provide an optimal level of accessibility to all users and conform as closely to WCAG standards as possible.

We will be evaluating our Platform and Products against WCAG 2.2 AA guidelines in the future.  This assessment will help identify potential areas for improvement and strategically plan our future releases. This is just one step in our ongoing commitment to creating a digital landscape where everyone belongs. 

• We’ll also be publishing our Accessibility Best Practices guidelines to assist our customers in configuring their chosen solution and guide them in keeping their customisations accessible.
• Embedding more automated accessibility testing in the PDLC (Product Development Lifecycle), as appropriate. 
• We expect that we will implement an accessibility maturity model aimed at establishing a more comprehensive approach to view and measure product accessibility, wellness, health and well‑being for our Platform and Products.  
• We will continue to standardise and optimise conformance reports across product sets.
• Extending our ‘Early insights’ program into our product development process to obtain feedback from people with disabilities early in the SDLC (Software Development Lifecycle). 
• Building connections with disability partners to learn from and engage with ServiceNow solutions. 
• We are working on Generative AI solutions to introduce new ways of working for our users

We value both the usability of our Platform and Products and adherence to accessibility standards. We have dedicated significant investments in our accessibility practice, and we have created a multi‑discipline Accessibility Centre of Excellence (COE) team to ensure that we are meeting our customers’ expectations and aligning to industry standards. Our applications support assistive technologies such as: NVDA, JAWS, and VoiceOver, TalkBack, Dragon and ZoomText. We allow for the exclusive use of the keyboard to navigate and operate the product content and functionality. In addition, we test on multiple browsers, including Chrome, Safari and Edge Chromium.

ServiceNow publishes Accessibility Conformance Reports (ACRs) to provide details on the accessibility of our Platform and key Products for each family release. Once published, ACRs may be found on our Product Documentation site.

ACRs are point‑in‑time documents and are not a guarantee of accessibility. ACRs are for informational purposes only and do not form part of any contract, whether express or implied, unless explicitly stated in an executed written contract with ServiceNow.  ServiceNow is not liable for any errors or omissions in the ACR.  ServiceNow reserves the right to make changes to its products and services at any time, and these changes may affect the accuracy of published ACRs. ServiceNow encourages users to contact our Accessibility COE with any questions or concerns about accessibility at Accessibility_Support@servicenow.com.

Details on enhancements from previous releases and our upcoming plans to improve conformance and usability are listed below.

In Vancouver, we continued to improve the accessibility and usability of our Platform and Products, with the goal of ensuring that our software offers a fluid experience to our users, including the introduction of new accessibility features to allow users to work in the way they prefer. Details on specific features are listed below:

WCAG 2.1 AA improvements

• Upgraded components used in Configurable Workspaces and Next Experience to make them more accessible in accordance with Web Content Accessibility Guidelines (WCAG) 2.1 AA. This work included improving the contrast of text and images, adding alternative text to images and improving the labelling of controls. These changes make the platform easier to use for users with low vision or who use a screen reader.
• Improved user accessibility experience by resolving high‑priority defects across the Platform and Products, with a focus on improving the experience for users who use screen readers. This included defects that could have prevented screen reader users from accessing to access content, navigating applications or using certain features.
• Built the foundational framework to enable Reflow (400% zoom) and Keyboard Shortcuts to be used in Configurable Workspaces in the future.

New accessibility user preferences

• Enabled the ‘Show all buttons with the need to hover’ user preference feature. This feature displays all invisible fields, so users don’t have to hover over them to see them. This enhancement is helpful for users with visual impairments, mobility issues and cognitive limitations.
• Introduced the ‘Enable keyboard focus on truncated text’ user preference feature. This feature allows users to see the truncated text for non‑interactive elements when they are using the keyboard. This enhancement is helpful for sighted users who rely solely on a keyboard to use the Now Platform.

Forced Colours to support users with visual impairments

• Introduced ‘Support for Windows High Contrast Browser settings with Forced Colours.’ This enhancement enables users to customise the colours of their user interface and web content to meet their individual visual needs. For example, users with low vision might enable Forced Colours to help make the user interface easier to see.

Other Usability Improvements

• Enhanced Data Visualisation with improved colour contrast and Data Visualisation base elements, enabling screen readers to announce chart data points and related metadata.
• Added the ability to enable a Dark Theme preference for additional areas of the Platform including Service Catalogue, Assessments & Surveys and Document Intelligence. Dark themes emit less blue light, making the display easier on the eyes and less disturbing in low‑light settings

Key features in the Washington DC release include: 

WCAG 2.1 AA Conformance Improvements

• Upgraded the Customer Service Management (CSM) Configurable Workspace and foundational components used throughout our Configurable Workspaces and the Next Experience, strengthening our conformance with WCAG 2.1 AA.
• Released enhancements focused on making our platform easier to use for those with low vision or who use AT, such as a screen reader.  This included increasing zoom capabilities and implementing Reflow (400% zoom), improving contrast of text and images, adding alternative text to images and refining the labelling of controls. 
• Resolved high priority accessibility defects across our Platform and Products. This included defects that could have prevented AT users from accessing content, navigating applications or using certain features. These improvements are aimed at helping users who rely on a keyboard or other AT devices. 

Usability Features

• Introducing Global Keyboard Shortcuts for use in the Next Experience. Keyboard shortcuts help users navigate across Configurable Workspace pages faster and more effectively, without a mouse. This enhancement helps users with mobility issues and cognitive impairments, as well as non‑mouse and keyboard‑only users, to complete various tasks.
• Added the ability to enable a Dark Theme in additional areas of the Platform, because dark themes emit less blue light, use of dark themes may reduce eye strain and improve visibility of content in lowlight settings for some users. 

Enablement Capabilities 

• Introduced an accessibility checker into Theme Builder. This allows customers to verify they are meeting conformant colour contrast levels as they apply their own brand and colours to our software. 
• Improved assistive technology support for Dragon Naturally Speaking speech recognition software and Zoomtext magnification software. 

Key features in the Xanadu release include: 

Next Experience and Configurable Workspace Improvements

• Upgraded components in Configurable Workspaces and Next Experience to strengthen WCAG 2.1 Level AA conformance and provide a more accessible and user‑friendly experience for all.
• Accelerate usability of the Platform for those who experience low vision or use Assistive Technology (AT) through increased zoom capabilities, further implementing Reflow (400% zoom), improving the contrast of text and images, adding alternative text to images and refining the labelling of controls.
• Accessibility enhancements across our Platform and Products, including the following Configurable Workspaces:
  • Workforce Optimisation for Customer Service
  • Field Service Management Dispatcher Workspace
  • Workforce Optimisation for Field Service Workspace
  • Agent Workspace for HR Case Management
  • Service Operations Workspace for IT Service Management
  • IT Service Management Digital Portfolio Management
  • Workforce Optimisation for IT Service Management
  • IT Service Management DevOps Change Velocity

New features and other improvements

• Document Services ‑ Accessibility support for document conversion from DOCX to PDF. New PDF accessibility tags define the document’s structure and provide a logical reading order, making it easier for users to navigate, understand and interact with converted PDF documents.
• TinyMCE Upgrades to TinyMCE from v5 to v6.8.3 which resolved accessibility gaps and provided improved formatting options and editing, as well as extended functions for users to format their content.  
• Resolved potential limitations that could hinder AT users from accessing content, navigating applications or using certain features. These improvements are aimed at helping users who rely on a keyboard or other AT devices.

Safe Harbour Notice:

This document may contain “forward‑looking” statements that are based on our beliefs and assumptions and on information currently available to us only as of the date of this document. Forward‑looking statements involve known and unknown risks, uncertainties and other factors that may cause actual results to differ materially from those expected or implied by the forward‑looking statements. Further information on these and other factors that could cause or contribute to such differences include, but are not limited to, those discussed in the section titled “Risk Factors,” set forth in our most recent Annual Report on Form 10‑K and Quarterly Report on Form 10‑Q and in our other Securities and Exchange Commission filings. We cannot guarantee that we will achieve the plans, intentions or expectations disclosed in our forward‑looking statements. Any information on new products, features or functionality is intended to outline our general product direction and should not be relied upon in making a purchasing decision, is for informational purposes only and shall not be incorporated into any contract and is not a commitment, purpose or legal obligation to deliver any material, code or functionality. The development, release and timing of any features or functionality described for our products remains at our sole discretion. We undertake no obligation, and do not intend, to update the forward‑looking statements.

ServiceNow is committed to investing in our future technology platform to provide accessible Platform and Products to all users. To that end, we have developed an accessibility roadmap that will help guide our efforts to improve the accessibility of our products and services over the next three years. Note that the roadmap is subject to change at ServiceNow’s discretion.

Our Accessibility Roadmap aims to achieve the following:

• Improve the conformance of our Platform and Products in accordance with industry accessibility standards.
• Increase awareness of accessibility among our employees and customers.
• Make our products and services more accessible to all users.
• Resolve key defects across our Platform and Products.
• Introduce User Preferences, Accessibility Tooling and Best Practices to enable our users to have an optimal user experience.

• Achieved higher levels of WCAG 2.1 AA conformance across our Platform and Products by addressing high‑impact defects.
• Started preparing for WCAG 2.2 conformance, including: focus on overlay, dragging movements and target size.
• Increased the availability of universal usability features like Keyboard Shortcuts and Dark Theme.
• Improved the accessibility of our Fulfiller Experiences, such as Configurable Workspaces.
• Continued to improve compatibility with Assistive Technologies.
• Added accessibility checker capabilities to Theme Builder to help customers meet requirements for conformant colour contrast levels as they apply their own brand and colours to web or mobile instances.
• Added support for document conversion from DOCX to PDF. New PDF accessibility tags define the document’s structure and provide a logical reading order, making it easier for users to navigate, understand and interact with converted PDF documents
• Updated the data visualisation feature includes enhanced support for screen readers, such as the Voiceover functionality. This helps users relying on screen readers to navigate and comprehend the content within data visualisation charts.
• Accommodated users who may need larger text for enhanced readability by enabling resize of text within data visualisation charts.
• Enabled dark theme or mode in Mobile Platform. This option is commonly used to alleviate eye strain and improve readability.
• Published more accessibility conformance reports (ACRs) and best practices guidance.
• Shared use case studies on how ServiceNow’s accessibility improved the user experience for customers.
• Supported Partners in their journeys of building accessible experiences.
• Continued our company‑wide accessibility training efforts to foster ongoing awareness and understanding of digital accessibility.
• Launched an accessibility champions program and employee panel program to scale our employee awareness, internal education and engagement.
• Grew our Product Advisory Council (“PAC”) quarterly meeting with our customers to improve product quality, drive better user experience and increase transparency.
• Marketing ServiceNow’s commitment to Accessibility. We are committed, conforming, listening and leading.

During 2025, we anticipate continuing to advance the accessibility of ServiceNow’s Platform and Products

While subject to change, our 2025 plans include: 

• Reaffirming our commitment to creating technology that is accessible to all users, regardless of abilities or disabilities.
• Achieving higher levels of WCAG 2.1 AA conformance across our Platform and Products, including addressing high‑impact defects.
• Testing and strategically planning for WCAG 2.2 AA.
• Building out the foundational elements for WCAG 2.2 conformance
• Adding the ability to personalise Keyboard Shortcuts
• Improving the accessibility of our Fulfiller, and Builder apps, and also adding accessibility checkers into the catalogue and knowledge content managers and UI builder configuration tool.
• Introducing voice interaction and [Gen]AI with Now Assist to aid users with mobility needs and/or visual impairment and expand available ways of working.
• Introducing new capabilities for Text‑to‑X including text‑to‑code to simplify customisations and improve efficiency.
• Releasing new [Gen] AI LLM capabilities to summarise records and pages for simplification and productivity.
•  Adding support for document conversion from HTML to PDF and List/Forms export to PDF. PDF accessibility tags define the document’s structure and provide a logical reading order, making it easier for users to navigate, understand and interact with converted PDF documents
• Embedding more automated accessibility testing and guardrails in the PDLC (Product Development Lifecycle)
• Providing Text Adjust tool for users with cognitive differences
• Adding accessibility checkers into more of our builder tools to help customers maintain accessibility compliance when they configure and customise the software.
• Increasing our volume of available resources, such as additional accessibility product documentation, demonstrations and how‑to videos to showcase how our Platform and Products can be customised for users with disabilities.
• Adding a new Communities page for Accessibility
• Growing our PAC and incorporating quarterly usability sessions.
• Investing in our employees with expanded accessibility champion programme, employee panel and training opportunities.

During 2026, we expect that we will continue advancing the accessibility of ServiceNow’s Platform and Products.

While subject to change, our 2026 plans include:  

• Leading the way for accessible enterprise software with our commitment to creating technology that is accessible to all users, regardless of abilities or disabilities.
• Rolling out  WCAG 2.2 AA foundations across our Platform and Products, including addressing high‑impact defects.
• Expanding the  voice interaction features with [Gen]AI  to aid users with mobility needs and/or visual impairment and expand available ways of working.
• Introducing more capabilities for Text‑to‑X to simplify customisations and improve efficiency.
• Offering additional themes which improve colour contrast using new algorithms to improve experience for users with visual impairments.
•  Continue to expand our PDF accessibility tags support for document conversion. PDF accessibility tags define the document’s structure and provide a logical reading order, making it easier for users to navigate, understand and interact with converted PDF documents.
• Improve our support for neurodivergent users to adapt the User Interface with preferences within the platform.
• Incorporating new assistive methods directly into our platform with the help of/using [Gen]AI.
• Strategically positioning our Platform and Products to adapt and uphold evolving accessibility standards.
• Embedding more automated accessibility testing and guardrails in the PDLC (Product Development Lifecycle).
• Streamlining our accessibility user preferences and improving the experience for users with adaptive technology needs.
• Enabling accessibility checkers into our Platform to help customers maintain accessibility compliance when they configure and customise the software.
• Enhancing our resource library for sales and enablement with more demonstrations, how‑to videos and customer success stories.
• Scaling usability testing by users with disabilities with partnerships and expanding our employee panel.

During 2027, we expect that we will continue advancing the accessibility of ServiceNow’s Platform and Products.

While subject to change, our 2027 plans include:  

• Leading the way for accessible enterprise software with our commitment to creating technology that is accessible to all users, regardless of abilities or disabilities.
• Achieving higher levels of WCAG 2.2 AA conformance across our Platform and Products, including addressing high‑impact defects.
• Preparing for future WCAG 3.0 conformance
• Advance our Accessibility Maturity to next level in Maturity Model with embedded accessibility in our Product Development Lifecycle
• Incorporating new assistive methods directly into our platform with the help of/using [Gen]AI.
• Providing more support for remediation of any custom issues within our provided scans and testing tooling.
• Further improve the Onboarding experience for new users with disabilities
• Continue to improve the UI for users with neurodiverse needs
• Enabling accessibility checkers into our Platform to help customers maintain accessibility compliance when they configure and customise the software.
• Introducing more capabilities for Text‑to‑X to simplify customisations and improve efficiency.
• Further expand the voice interaction features with [Gen]AI to aid users with mobility needs, and/or visual impairment and expand available ways of working.
• Enhance our resource library with more available training, demonstrations, usability studies, best practices and customer success stories.

For More information please reach out to your ServiceNow Account representative or contact us at Accessibility_Support@servicenow.com 

ServiceNow’s Publications on Accessibility:

• Accessibility and Gen AI Podcast:https://www.youtube.com/channel/UCSbISm6R4KNuJRkhHZk2e1g/about 

• Press Release on Eamon McErlean, VP & Global Head of Accessibility, and the new Accessibility COE: https://www.servicenow.com/uk/company/media/press‑room/commitment‑to‑accessibility.html 

• Blog on ServiceNow.com here about the new Accessibility COE: https://www.servicenow.com/uk/blogs

• Product Guidance on Enabling accessibility features for the Xanadu release: https://docs.servicenow.com/bundle/xanadu‑platform‑user‑interface/page/administer/accessibility‑508‑compliance/concept/c_SetUpSect508ComplianceFeature.html