ServiceNow
About ServiceNow
ServiceNow sells enterprise software built on the ServiceNow AI Platform, a cloud platform with a shared data model, AI and workflow automation that its applications run on.
Products
- IT Service Management (ITSM): Handles IT service requests, incidents, problems and changes with automated workflows.
- IT Operations Management (ITOM): Discovers and maps IT infrastructure and services into a configuration management database (CMDB).
- IT Asset Management: Tracks hardware, software licenses, cloud assets, audits, contracts and procurement in one view.
- Employee Service Management: Employee services across HR, hiring, career growth and other departments.
- HR Service Delivery: HR applications covering the employee lifecycle from hiring to departure.
- Customer Service Management (CSM): Service and support for external customers over web, email, chat, phone and social media.
- Field Service Management: Manages work orders and sends technicians to customer sites to install, repair or maintain equipment.
- Governance, Risk, and Compliance (GRC): Runs risk and compliance processes as one automated program.
- Strategic Portfolio Management (SPM): Portfolio and resource management that ties work to business goals, for agile and traditional methods.
From ServiceNow's own website, read 2026-10-28. How we build listings.
How to evaluate ITSM Platforms
This is how the CIOPages Research Team evaluates this category. It is not an assessment of ServiceNow. It comes from our Enterprise Service Management (ESM) buyer guide.
25%
ITSM Core
Incident, problem, change, request management; ITIL 4 alignment; CMDB accuracy; SLA/XLA tracking
20%
Enterprise Workflow
Non-IT service catalogs (HR, Facilities, Legal), low-code workflow builder, cross-department orchestration
20%
AI & Automation
AI virtual agents, auto-classification, predictive intelligence, knowledge recommendations, generative AI
15%
Self-Service & Experience
Service portal, mobile app, conversational interface (Teams/Slack), employee experience metrics
10%
Integration & Platform
API-first architecture, iPaaS connectors, ITOM integration, observability tool integration, SSO/SCIM
10%
Reporting & Analytics
Real-time dashboards, custom reports, trend analysis, executive scorecards, benchmarking data
ServiceNow alternatives
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Quick Facts
www.servicenow.comCategoryIT Service Management
SubcategoryITSM Platforms
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