I'm proud to share that ServiceNow has been named a Leader in the 2026 Gartner® Magic Quadrant™ for IT Service Management (ITSM) Platforms.1 It's a recognition we don't take for granted and one I believe reflects something powerful: Our customers are seeing exceptional value from their investments in us.
ServiceNow also ranked No.1 in three use cases in the companion Critical Capabilities for ITSM Platforms report,2 receiving highest scores in Service Desk Operations, Intermediate ITSM, and Advanced ITSM use cases.
From our perspective, these positions matter because of what sits behind them: thousands of IT teams resolving issues fast, helping to prevent recurring incidents, and spending their time on work that moves their business. The recognition is theirs as much as it is ours.
Most IT organizations have plenty of tools in their tech stack. What they lack is coherence. Work is scattered across systems that don't share context. Data lives in a dozen versions of the truth. Every new point solution added to close a gap quietly widens another one.
Ticket volumes climb, the same problems resurface, and skilled people spend their days on work that should never have reached them. Adding another tool only deepens the problem. Consolidation solves it.
PepsiCo consolidated 33 legacy IT tools and processes on the ServiceNow® AI Platform to strengthen service resilience and enhance IT service delivery. Incidents, changes, problems, requests, and the Configuration Management Database (CMDB) are all on a shared system of record.
A tidier tech stack is the side effect. The real value is the foundation it builds for everything downstream—automation, AI, and reporting—to work. Every tool you remove is one fewer license to renew and one fewer integration to maintain.
Strong service management is measured at the point of resolution. The results from ServiceNow IT Service Management customers speak for themselves:
- Khan Bank cut incident resolution time from days to minutes, with two-thirds of incidents resolved on first contact.
- The self-service rate at Griffith University increased by 87%, and the university saw a 43% boost in first-contact resolution, while inquiry volume dropped by 31%.
- IBM's Chief Information Officer (CIO) organization achieved a 98.5% first-call resolution rate and cut level 1 incident creation by 55%.
- Lion reduced IT ticket volume by 60% and raised employee satisfaction above 90%, driven by fewer tickets reaching the queue in the first place.
This is what happens when IT teams and AI work with full context instead of guessing. This is what core IT service management execution can look like when the data underneath is unified.
Closing tickets quickly is the easy part. The harder discipline is making services more reliable over time. That's where unified data earns its keep.
Problem management converts recurring incidents into permanent fixes. Change management assesses risk against actual dependency data instead of tribal knowledge. The value compounds quietly with every resolved issue.
Here at ServiceNow, we’ve deployed an Autonomous Workforce of AI specialists that can handle routine requests end to end—triaging, resolving, and documenting—under governance that your team sets and controls.
Running on ServiceNow ourselves, we resolve 90% of employee IT requests autonomously, with 85% of IT support agents redeployed to higher-value work.
The City of Raleigh, North Carolina, put the same idea to work on the documentation grind. It’s using AI agents for incident summarization, resolution recommendations, and knowledge base article creation—saving the equivalent of one month of work hours a year. month of work hours a year. month of work hours a year. month of work hours a year.
Autonomy here serves one purpose: freeing your best people from firefighting so they can lead.
That shift from firefighting to leading doesn’t stop at the service desk. IT Service Management is the service management foundation of Autonomous Service Operations. ServiceNow's unified approach to bringing IT service and operations together on one platform.
When the service desk and operations share a data model, infrastructure context arrives with every ticket and recurring incidents can be prevented at the source. Service and operations stop working in parallel and start working as one. That's the path our customers are on, and we're committed to paving it with them.
Get more insights in the 2026 Magic Quadrant report.
1 Gartner, Magic Quadrant for IT Service Management Platforms, Rich Doheny, Jen Lichucki, 27 July 2026
2 Gartner, Critical Capabilities for IT Service Management Platforms, Jen Lichucki, Rich Doheny, 27 July 2026
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