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IT Workflows

Build the future of IT with digital workflows on a single, unified platform. Connect your enterprise and modernise operations to transform your business.

IT Service Management

Transform the impact, speed and delivery of IT. Provide resilient services that increase productivity and create amazing experiences wherever your employees work.

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.

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 optimise IT services from a single, centralised application.

Vendor Manager Workspace

Manage and optimise 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 Centre

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, prioritise resources and drive service improvements.

Reports and Dashboards

Generate and distribute customised reports and dashboards on demand and in real time.

Service Level Management

Monitor performance against service commitments and prioritise, reassign and escalate tasks.

Configuration Management

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

Continual Improvement Management

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

Surveys and Assessments

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

Workforce Optimisation

Maximise your teams’ performance and scheduling in a single destination.

Process Optimisation

See how work flows through your organisation to maximise process efficiencies.

IT Operations Management

Deliver proactive digital operations with AIOps. Use insights and automation to predict issues, reduce user impact and streamline resolutions.

ITOM Visibility

ITOM Visibility

Gain visibility across your infrastructure, applications and services.

ITOM Visibility

Discovery

Get a holistic view of your operations footprint across on-premises data centres and cloud.

ITOM Visibility

Service Mapping

Map the relationships between IT components and business services in dynamic environments.

ITOM VISIBILITY

Certificate Management

Discover, itemise and proactively manage your TLS certificates.

ITOM VISIBILITY

Firewall Audits and Reporting

Track firewall policies, monitor ownership and perform proactive audits.

ITOM VISIBILITY

Service Graph Connectors

Accurately import and standardise external data into your CMDB.

ITOM VISIBILITY

Multisource CMDB

Identify CMDB data from multiple sources and revert updates to a specific, defined source.

ITOM PREDICTIVE AIOPS

Predictive AIOps

Predict and prevent issues with a single system to gain insights and automate resolution.

ITOM PREDICTIVE AIOPS

Event Management

Reduce event floods from monitoring tools and gain insight into business service health.

ITOM PREDICTIVE AIOPS

Health log analysis

Proactively analyse real-time log data and detect anomalies.

ITOM PREDICTIVE AIOPS

Site Reliability Operations

Register services, track changes and respond to incidents.

ITOM Optimisation

ITOM Optimisation

Optimise strategy, operations and spend across your multi-cloud environment.

ITOM Optimisation

Cloud Management

Minimise business risk and manage costs with self-service delivery of cloud services.

IT Business Management

Deliver enterprise agility for better business outcomes. Align work to business priorities, enable faster change and get greater value from your initiatives.

PPM

Performance Analytics

Analyse trends with KPIs, metrics and role-based dashboards for customer service.

PPM

Demand Management

Capture, assess and manage demands from the business in one location.

PPM

Resource Management

See staff availability, allocation and capacities for all work tracked in ServiceNow.

PPM

Innovation Management

Capture new ideas from across your organisation in a single location.

PPM

Project Portfolio Management

Manage your entire project lifecycle across technology and business portfolios.

PPM

Scenario Planning

Simulate and compare multiple investment scenarios to align your portfolio with your business strategy.

HYBRID MANAGEMENT

Roadmap Planning

Drive meaningful conversations and deliver strong outcomes for IT projects.

AGILE MANAGEMENT

Scaled Agile Framework (SAFe)

Align strategic investments and scale work for optimal value.

AGILE MANAGEMENT

Agile Development

Manage scrum or waterfall development work throughout the lifecycle from a unified backlog of tasks.

APPLICATION MANAGEMENT

Application Portfolio Management

Align your app portfolio to your preferred architecture and drive application rationalisation.

IT Asset Management

Take control of your IT assets. Automate the end-to-end lifecycle for software, hardware and cloud assets to optimise costs while reducing risk.

Software Asset Management

Modernise software asset tracking to reduce spend, mitigate risk and take action across IT.

Hardware Asset Management

Reduce costs and minimise risk for hardware and consumable assets.

Configuration Management Database (CMDB)

Connect all your asset data with service context throughout the full IT lifecycle.

Discovery

Get a complete view of IT resources across on-premises and cloud environments.

DevOps

Expand DevOps success across the enterprise. Take the risk out of going fast and minimise friction to bring IT operations and development together.

DevOps Change Acceleration

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

DevOps Insights

Get more value out of the information you have with unique insights into key DevOps metrics.

Sweagle Configuration Data Management

Centralise configuration data to prevent errors from making it into production.

DevOps Agile Team Planning

Simplify team planning by synching agile work items with the developer toolchain.

Security Operations

Identify, prioritise and respond to threats faster. Connect existing security tools with a security orchestration, automation and response engine to quickly resolve incidents.

Security Incident Response

Quickly prioritise and respond to security threats using workflows and automation.

Vulnerability Response

Efficiently prioritise and respond to vulnerabilities based on business impact.

Configuration Compliance

Identify, prioritise and remediate misconfigured software.

Threat Intelligence

Add context and threat analysis to security incidents.

Performance Analytics for Security Operations

Create real-time dashboards and reports with 50+ security-specific KPIs.

Vulnerability Solution Management

Identify the most impactful remediation activities for your organisation.

Event Management

Collect and process events for incident creation.

Integration Bundles

Get Security Incident Response integrations for automation use cases.

Governance, Risk and Compliance

Manage risk and resilience in real time. Embed risk-informed decisions into daily work across the enterprise for improved business resilience.

Policy and Compliance Management

Automate and manage policy lifecycles and continuously monitor for compliance.

Risk Management

Enable fine-grained business impact analysis to appropriately prioritise and respond to risks.

Business Continuity Management

Plan, exercise and recover from disasters effectively and efficiently.

Vendor Risk Management

Continuously monitor, detect, assess, mitigate and remediate risks in vendor ecosystems.

Operational Risk Management

Manage operational risk as part of an integrated risk management programme.

Continuous Authorisation and Monitoring

Accelerate the process of bringing IT systems online and continuously monitoring them.

Operational Resilience

Gain real-time visibility into the resilience of your technology, people, processes and facilities.

Regulatory Change

Keep pace with today’s complex regulatory landscape with integration to leading content providers.

Audit Management

Use risk data to scope and prioritise audit plans and automate cross-functional processes.

Use case accelerators

Get an operational head-start on compliance with popular frameworks and regulations.

Performance Analytics

Create real-time dashboards and reports to detect failing critical controls.

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.

Telecommunications Network Performance Management

Proactively monitor the health of your networks and services to prevent downtime. Streamline your response with machine learning and advanced analytics.

Event Management

Reduce event floods from monitoring tools and gain insight into business service health.

Operational Intelligence

Proactively identify anomalies before they cause service outages with AIOps and machine learning.

TM Forum Open APIs

Create, track and manage alarms with an industry-standard interface.

Employee Workflows

Create connected, engaging employee experiences. Motivate your workforce and make it easy for employees to get what they need, when they need it.

HR Service Delivery

Deliver the right experience to employees anywhere. Improve productivity by streamlining the employee service experience with intelligent workflows.

Universal Request

Provide a unified employee service experience and improve agent collaboration.

Case and Knowledge Management

Standardise documentation, manage employee relations and fulfil requests.

Employee Service Centre

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

Enterprise Onboarding and Transitions

Deliver great employee experiences across the moments that matter.

Now Mobile

Simplify employee self-service with a native mobile app.

Employee Document Management

Secure, retain, access and purge employee files with ease.

Performance Analytics

Gain insights to help you improve service experiences and agent workloads.

Virtual Agent

Resolve issues faster and support employees 24/7 with intelligent chatbots.

Predictive Intelligence

Categorise general inquiries automatically by combining machine learning and historical data.

Employee Experience Packs

Get started quickly with preconfigured workflows and content for use cases across the enterprise.

Agent Workspace

Improve agent efficiency for a better employee experience.

Employee Relations

Manage sensitive employee requests and cases with care.

Alumni Service Centre

Stay connected and engaged with your former employees.

Listening Posts

Enhance service experiences with in-moment pulse surveys.

Journey Accelerator

Equip managers with tools to create personalised plans for employees.

Mobile Agent

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

Workplace Service Delivery

Deliver modern digital services for the distributed workplace. Automate requests, reservations and repairs to create the ultimate workplace service experience.

Case and Knowledge Management

Standardise documentation, interactions and fulfilment of employee inquiries and requests.

Workplace Reservation Management

Let employees reserve workspaces using visual floor maps that show services and availability.

Workplace Space Mapping

Define workspaces and create interactive floor maps to help employees master the onsite workday.

Workplace Space Management

Manage the workplace environment to optimise floor space, room use and cleaning schedules.

Workplace Visitor Management

Welcome guests with a simple, automated arrival process that your employees can access from anywhere.

Safe Workplace Suite

Make going back to the workplace work for everyone with a safe, employee-ready environment.

Reports and Dashboards

Generate and distribute customised reports and dashboards on demand in real time.

Virtual Agent

Resolve issues faster and scale your organisation with intelligent chatbots.

Now Mobile

Simplify employee self-service with a native mobile app for requests and actions.

Employee Service Centre

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

Legal Service Delivery

Deliver legal services for your enterprise at the speed of the business. Modernise legal operations to make faster decisions and increase productivity.

Request Management

Provide employees with legal process intake forms in an intuitive self-service portal.

Legal Counsel Centre

Simplify the practitioner experience and prioritise legal requests for rapid response.

Legal Matter Management

Escalate and track ongoing legal matters without spreadsheets.

Legal Practice Applications

Get faster time to value with pre-packaged, best practice workflows for legal services.

Knowledge Management

Increase business efficiency with easy knowledge sharing and collaboration.

Employee Service Centre

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

Now Mobile

Simplify employee self-service with a native mobile app for requests and actions.

Mobile Agent

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

Virtual Agent

Resolve issues faster and scale your organisation with intelligent chatbots.

Reports and Dashboards

Generate and distribute customised reports and dashboards on demand and in real time.

Procurement Service Management

Drive smarter spending with a streamlined buying experience. Deliver procurement services that empower employees with self-service, align work teams and boost productivity.

ShoppingHub

Make it easy for employees to buy the goods and services they need

Purchase and receipt automation

Accelerate procurement processes end-to-end from a single system.

Now Mobile

Simplify employee self-service with a native mobile app for requests and actions.

Employee Service Centre

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

Knowledge Management

Increase business efficiency with easy knowledge sharing and collaboration.

Reports and Dashboards

Generate and distribute customised reports and dashboards on demand and in real time.

Safe Workplace Suite

Make going back to the workplace work for everyone with a safe, employee-ready environment.

Customer Workflows

Go beyond traditional CRM and field service. Drive customer loyalty with connected digital workflows that automate work across departments.

Customer Service Management

Improve service operations and engage customers. Bring front, middle and back offices together to proactively address issues and automate common requests.

Case Management

Manage interactions and SLAs, model account relationships and outsource service.

Agent Workspace

Boost agent productivity with guided resolution, multitasking and a single view.

Omni-Channel

Support customers across web, phone, chat, messaging, email, in-person and social media.

Customer Central

Show agents internal and external customer data together to boost productivity.

Advanced Work Assignment

Automatically route work to the best agent based on criteria or affinity with the case.

Playbooks for Customer Service

Manage case flows across teams by digitising and automating service processes.

Guided Decisions

Help agents resolve cases with contextual next-best action recommendations.

Predictive Intelligence

Use machine learning to route issues, recommend solutions and identify trends.

Workforce Optimisation

Improve channel, schedule and quality management, all in one dashboard.

Process Optimisation

See how work flows through your organisation to maximise process efficiencies.

Engagement Messenger

Embed rich self-service experiences in third-party web sites via configuration.

Self-Service

Drive self-service from a portal integrated with knowledge, service catalogues, communities and chatbots.

Virtual Agent

Improve the customer self-service experience with conversational guidance using a chatbot.

Knowledge Management

Provide instant access to relevant knowledge for customers and the agents who serve them.

Communities

Connect customers and employees with their peers to find answers and solve problems.

Field Service Management

Create and manage work orders based on technician skills, availability and inventory.

Visual Workflow and Automation

Automate service processes, tasks and assignments with Flow Designer and IntegrationHub.

Proactive Customer Service Operations

Monitor your customers’ products and services to identify issues proactively and fix them quickly.

Industry Data Models

Model households, business locations, accounts, contacts and their relationships.

Service Management for Issue Resolution

Identify, diagnose and permanently resolve customer issues.