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IT Service Management (ITSM)

See why we’re an 8-time Gartner Magic Quadrant for ITSM Tools Leader.

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ITSM
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ITSM</a> solution.">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.

Make ITSM your superpower

Deliver ITSM on a single platform

Use built-in best practices to rapidly consolidate disparate tools to a single system of engagement in the cloud. Harness your shared data and analytics with the most trusted IT service workflows.

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Improve IT productivity

Use AI to increase agent efficiency and speed up issue resolution. Unburden IT as incidents get auto-assigned to the correct resolution team. Automate DevOps change approvals.

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Create resilient service experiences

Shape service experiences for employees anywhere, with always-on IT services. Automate support for common requests with virtual agents that understand simple, human language.

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Achieve new insights

Deliver high-quality services proactively and at scale while you continually improve your processes. Gain full visibility with built-in dashboards and real-time analytics.

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Remove friction with mobile

Enable employees to find answers and collaborate across IT, HR, facilities, finance, legal and other departments—all from a modern mobile app that runs on a single platform.

View Details

Make ITSM your superpower

Deliver ITSM on a single platform

Use built-in best practices to rapidly consolidate disparate tools to a single system of engagement in the cloud. Harness your shared data and analytics with the most trusted IT service workflows.

Get Ebook

Improve IT productivity

Use AI to increase agent efficiency and speed up issue resolution. Unburden IT as incidents get auto-assigned to the correct resolution team. Automate DevOps change approvals.

View Infographic

Create resilient service experiences

Shape service experiences for employees anywhere, with always-on IT services. Automate support for common requests with virtual agents that understand simple, human language.

Learn More

Achieve new insights

Deliver high-quality services proactively and at scale while you continually improve your processes. Gain full visibility with built-in dashboards and real-time analytics.

See Case Study

Remove friction with mobile

Enable employees to find answers and collaborate across IT, HR, facilities, finance, legal and other departments—all from a modern mobile app that runs on a single platform.

View Details

Don’t just take our word for it

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

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CONSUMER GOODS

>75% fewer support calls

Conagra builds a self-service portal and improves processes for its employee users.

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AVIATION

Serving 20,000+ users in its ecosystem

A digital-first, self-serve mindset across the service organisation moves Copenhagen Airport employees.

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FINANCIAL SERVICES

82% first-time resolution rate

Finance of America transforms processes and reinvents the customer experience.

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See Impact
EDUCATION

Slashing resolution times by 75%

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

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Capabilities that scale with your business

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

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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 Management

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

 
 
ITSM/ITSM PRO

Request Management

Provide employees with an AI-powered 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 Management Workspace

Manage and optimise vendor services from a single destination.

 
 
ITSM PRO

DevOps

Reduce risk and minimise friction to bring IT operations and development together.

 
 
ITSM/ITSM PRO

Walk-Up Experience

Boost customer satisfaction with an efficient in-person or remote 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.

 
 
ITSM/ITSM Pro

Employee Center

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

Reporting

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 Database (CMDB)

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 Optimization

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

 
 
ITSM Enterprise

Process Optimization

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

 
 
ITSM Enterprise

Digital Portfolio Management

Make better decisions with a unified view of services, products and apps.

 
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Built on the Now Platform®

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Laptop with single data model
Single data model Optimise service operations with a unified, cloud-based platform across operations and service management.
Customizable mobile phone experiences
Modern mobile experiences Keep users informed and engaged any time, anywhere with intuitive mobile apps.
Ideas based on intelligence
Intelligent automation Supercharge your workflows with machine learning and AI-powered experiences.

ITSM integrations

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

Created with Sketch. Created with Sketch. Created with Sketch.
3CLogic
Consolidate multichannel communications on a cloud-based call centre platform.
Adobe
Add trusted, legal Adobe Sign e-signatures to ServiceNow workflows to expedite service requests.
Cisco
Manage network events by automatically generating incidents and assigning work to the correct party.
Docusign
Add secure e-signatures to ServiceNow workflows to eliminate manual steps and reduce service times.
Jira
Eliminate friction between dev teams and ITSM processes with the Integration Hub connector to Jira.
LogMeIn
Increase technician efficiency with secure remote support and log support activity within incidents.
Microsoft
Collaborate across IT teams, use productivity tools in context of assigned work, and sync employee access.
Mobichord
Manage telecom and cloud subscription services, assets and expenses natively on the Now Platform.
Okta
Provide secure identity management and single sign-on to any application on any device.
Oracle
Retrieve OCI Cloud Services resources to enhance inventory, event, change and configuration management.
SAP
Quickly respond to business needs by providing full control and visibility into all SAP changes.
Slack
Communicate transparently and reach resolution faster by connecting Slack in the Integration Hub.
Twilio
Leverage SMS and Voice for on-call scheduling, incident alerts and streamlined communications.
Vivid Charts
Create custom data visualisations and models to facilitate faster decision-making.
Xmatters
Automatically engage the correct on-call resource via push, SMS, email or voice call notifications.
Transform business with IT workflows

Unleash the power of IT

Transform your business with digital IT workflows. Modernise your operations to optimise productivity, cost and resilience with a single platform for IT.

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Resources

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View Upcoming Events
Analyst Reports
Analyst Reports
White Papers
White Papers
Ebooks
Ebooks
Webinars
Webinars
Infographics
Infographics
Topics
Topics

Choose a package

Find the ITSM package that works for your business.

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ITSM

(17)
  • Incident Management
  • Problem Management
  • Change Management
  • Request Management
  • Asset and Cost Management
  • Walk-Up Experience
  • Agent Workspace
  • Now Mobile1
  • Mobile Agent1
  • Knowledge Management1
  • Configuration Management1
  • Reporting1
  • Service Level Management1
  • Benchmarks1
  • Surveys and Assessments1
  • Virtual Agent2
  • Digital Portfolio Management
  • DevOps
  • Predictive Intelligence
  • Dynamic Translation
  • Performance Analytics
  • Continual Improvement Management
  • Service Owner Workspace
  • Vendor Manager Workspace
  • Workforce Optimization
  • Process Optimization

ITSM Professional

(24)
  • Incident Management
  • Problem Management
  • Change Management
  • Request Management
  • Asset and Cost Management
  • Walk-Up Experience
  • Agent Workspace
  • Now Mobile1
  • Mobile Agent1
  • Knowledge Management1
  • Configuration Management1
  • Reporting1
  • Service Level Management1
  • Benchmarks1
  • Surveys and Assessments1
  • Virtual Agent
  • Digital Portfolio Management
  • DevOps
  • Predictive Intelligence
  • Dynamic Translation1
  • Performance Analytics
  • Continual Improvement Management
  • Service Owner Workspace
  • Vendor Manager Workspace
  • Workforce Optimization
  • Process Optimization

ITSM Enterprise

(26)
  • Incident Management
  • Problem Management
  • Change Management
  • Request Management
  • Asset and Cost Management
  • Walk-Up Experience
  • Agent Workspace
  • Now Mobile1
  • Mobile Agent1
  • Knowledge Management1
  • Configuration Management1
  • Reporting1
  • Service Level Management1
  • Benchmarks1
  • Surveys and Assessments1
  • Virtual Agent
  • Digital Portfolio Management
  • DevOps
  • Predictive Intelligence
  • Dynamic Translation1
  • Performance Analytics
  • Continual Improvement Management
  • Service Owner Workspace
  • Vendor Manager Workspace
  • Workforce Optimization
  • Process Optimization

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