ServiceNow

ServiceNow is the leading enterprise platform for digital workflow automation, IT Service Management (ITSM), IT Operations Management (ITOM), IT Business Management (ITBM), Customer Service Management (CSM), and Employee Service Management.

IT Service Management (ITSM)

  • Incident management L1/L2/L3 ticketing and resolution
  • Problem management root cause analysis and known error database
  • Change management change requests, approvals, CAB (Change Advisory Board)
  • Service catalog self-service portal with request fulfillment
  • Asset management configuration management database (CMDB) and IT asset tracking
  • Knowledge management knowledge base articles and search
  • Service Level Management (SLM) SLA tracking and breach prevention
  • ITIL alignment ITIL v4 best practices and processes

IT Operations Management (ITOM)

  • Discovery and Service Mapping automated infrastructure discovery, application dependency mapping
  • Event Management real-time event correlation and alerting
  • Cloud Management multi-cloud provisioning, governance, cost optimization
  • Orchestration workflow automation and runbook automation
  • Operational Intelligence AIOps predictive insights and anomaly detection
  • Monitoring and observability infrastructure and application performance monitoring
  • Capacity planning resource utilization and forecasting
  • Configuration Management Database (CMDB) central repository of IT assets and relationships

Service Portal & Self-Service

  • Employee Service Center unified service portal for IT, HR, facilities
  • Service catalog customizable request catalog with approvals
  • Virtual Agent AI-powered chatbot for automated support
  • Mobile app iOS and Android native apps
  • Knowledge articles self-service knowledge base
  • Walk-up experience on-site kiosk and walk-up support
  • Service portal branding white-label customization
  • Multilingual support 20+ languages

AI and Automation

  • Predictive Intelligence machine learning for incident prediction and auto-categorization
  • Virtual Agent conversational AI chatbot with NLU (Natural Language Understanding)
  • Automation Engine workflow automation and orchestration
  • IntegrationHub pre-built spokes for integration automation
  • AI Search intelligent search with contextual results
  • Performance Analytics dashboards and KPI tracking
  • Agent Intelligence AI-assisted agent recommendations
  • Continual Improvement Management (CIM) AI-driven improvement suggestions

Customer Service Management (CSM)

  • Case management omnichannel customer support
  • Customer Service Portal self-service customer portal
  • Field Service Management mobile workforce scheduling and dispatching
  • Telephony integration CTI (Computer Telephony Integration) with Cisco, Genesys, Five9
  • Proactive Customer Service Operations predictive issue resolution
  • Customer Asset Management installed base tracking
  • Communities customer community forums
  • Customer workflows order management, warranty, RMA

Integration & Extensibility

  • IntegrationHub 1000+ pre-built integration spokes (ServiceNow Store)
  • REST APIs comprehensive API access
  • Web Services SOAP and REST API support
  • App Engine low-code application development platform
  • Flow Designer no-code workflow automation
  • MID Server secure integration with on-premise systems
  • LDAP/AD integration user authentication and provisioning
  • SSO integration SAML, OAuth, OpenID Connect

Transform Service Delivery with ServiceNow

Implement enterprise ITSM, automate workflows, and improve employee and customer experiences with the ServiceNow platform. Streamline IT operations with ITIL-aligned processes and AI-powered automation.

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