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IT Service Management

See why we’re a 7-time Gartner Magic Quadrant for ITSM Tools Leader.

Deliver resilient services that increase productivity and create amazing experiences wherever your employees work, with the most innovative ITSM solution.

Future-proof your IT with a single cloud platform.

Don’t just take our word for it

See how companies like yours use ITSM to elevate their service experiences.

TECHNOLOGY

50% less time spent on incidents

With automation and intelligent workflows, Experian achieved significant productivity gains.

Services

Responding within 5 seconds

MGM expedited service for IoT-enabled guest rooms using ServiceNow Virtual Agent.

EDUCATION

Slashing resolution times by 75%

The University of Maryland makes self-service easy, reducing incidents by 25%.

Capabilities that scale with your business

ITSM groups key applications into packages that can grow with you as your needs change.

ITSM/ITSM PRO

Incident Management

Restore services faster with intelligent routing and built-in collaboration.

ITSM/ITSM PRO

Problem Management

Identify the root cause of issues and proactively prevent future disruptions.

ITSM/ITSM PRO

Change and Release Management

Accelerate change at DevOps speed by automating approvals while maintaining control.

ITSM/ITSM PRO

Request Management

Provide employees with an intuitive self-service portal that works on all their devices.

ITSM/ITSM PRO

Now mobile

Find answers, get help and make requests across departments from a single, native mobile app.

ITSM/ITSM PRO

Mobile Agent

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

ITSM PRO

Virtual Agent

Give employees help when they need it with virtual agents that understand simple, human language.

ITSM PRO

Predictive Intelligence

Simplify and accelerate everyday work with built-in machine learning.

ITSM/ITSM PRO

Agent Workspace

Improve agent efficiency with a single workspace built to facilitate resolutions.

ITSM PRO

Service Owner Workspace

Manage and optimise IT services from a single, centralised application.

ITSM PRO

Vendor Manager Workspace

Manage and optimise vendor services from a single destination.

ITSM/ITSM PRO

Walk-Up Experience

Boost customer satisfaction by providing an efficient face-to-face IT support experience.

ITSM PRO

Dynamic Translation

Give IT the ability to translate text from end users to preferred languages in real time.

LICENSED SEPARATELY

Enterprise Onboarding and Transitions

Automate onboarding and other employee lifecycle events that span multiple departments.

ITSM/ITSM PRO

Knowledge Management

Increase business efficiency with easy knowledge sharing and collaboration.

LICENSED SEPARATELY

Employee Service Centre

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

ITSM/ITSM PRO

Asset and Cost Management

Track costs, quantities and contracts for hardware and virtual assets.

ITSM PRO

Performance Analytics

Unlock insights to anticipate trends, prioritise resources and drive service improvements.

ITSM/ITSM PRO

Reports and Dashboards

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

ITSM/ITSM PRO

Service Level Management

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

ITSM/ITSM PRO

Configuration Management

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

ITSM/ITSM PRO

Benchmarks

Compare your ITSM performance to industry peers and optimise with recommendations.

ITSM PRO

Continual Improvement Management

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

ITSM/ITSM PRO

Surveys and Assessments

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

ITSM Enterprise

Workforce Optimisation

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

ITSM Enterprise

Process Optimisation

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

ServiceNow IT service management capabilities

ITSM integrations

ITSM seamlessly integrates with remote desktop support products, authentication software and productivity tools.

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ServiceNow latest release drives innovation and agility

What’s new in the Quebec release

Drive innovation, agility and productivity with new workflow solutions in the Now Platform Quebec release—the platform of platforms for 21st century enterprises.

Slack

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Communicate transparently and reach resolution faster by connecting Slack in the Integration Hub.
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Choose a package

Find the ITSM package that works for your business.

ITSM

(16)
  • Incident Management
  • Problem Management
  • Change and Release Management
  • Request Management
  • Asset and Cost Management
  • Walk-Up Experience
  • Agent Workspace
  • Now mobile1
  • Mobile Agent1
  • Knowledge Management1
  • Configuration Management1
  • Reports and Dashboards1
  • Service Level Management1
  • Benchmarks1
  • Surveys and Assessments1
  • Dynamic Translation
  • Virtual Agent2
  • Predictive Intelligence
  • Performance Analytics
  • Continual Improvement Management
  • Service Owner Workspace
  • Vendor Manager Workspace
  • Workforce Optimisation
  • Process Optimisation

ITSM Professional

(22)
  • Incident Management
  • Problem Management
  • Change and Release Management
  • Request Management
  • Asset and Cost Management
  • Walk-Up Experience
  • Agent Workspace
  • Now mobile1
  • Mobile Agent1
  • Knowledge Management1
  • Configuration Management1
  • Reports and Dashboards1
  • Service Level Management1
  • Benchmarks1
  • Surveys and Assessments1
  • Dynamic Translation1
  • Virtual Agent
  • Predictive Intelligence
  • Performance Analytics
  • Continual Improvement Management
  • Service Owner Workspace
  • Vendor Manager Workspace
  • Workforce Optimisation
  • Process Optimisation

ITSM Enterprise

(24)
  • Incident Management
  • Problem Management
  • Change and Release Management
  • Request Management
  • Asset and Cost Management
  • Walk-Up Experience
  • Agent Workspace
  • Now mobile1
  • Mobile Agent1
  • Knowledge Management1
  • Configuration Management1
  • Reports and Dashboards1
  • Service Level Management1
  • Benchmarks1
  • Surveys and Assessments1
  • Dynamic Translation1
  • Virtual Agent
  • Predictive Intelligence
  • Performance Analytics
  • Continual Improvement Management
  • Service Owner Workspace
  • Vendor Manager Workspace
  • Workforce Optimisation
  • Process Optimisation

1 Delivered as part of the Now Platform, spanning all ServiceNow cloud services
2 Improves self‑service adoption with 3 self‑service conversation topics