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ITSM Overview
One platform for enterprise automation
Remove complexity and consolidate IT services and tools, bringing together the applications your business needs to deliver modern IT experiences. Automate essential processes and run them from the Now Platform, a single system of action for the enterprise.
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Featured apps and capabilities for IT Service Management
ITSM groups key applications and capabilities into packages that can scale with you as your needs change.
Now Assist
Accelerate productivity with generative AI experiences on the Now Platform.
Configuration Management Database (CMDB)
Track the dependencies and relationships of supported IT services to maintain continuity.
Knowledge Management
Improve business efficiency with easy knowledge sharing and collaboration.
Incident Management
Restore services faster with intelligent routing and built-in collaboration.
Change Management
Accelerate change at DevOps speed by automating approvals while maintaining control.
Virtual Agent
Resolve issues fast with an intelligent chatbot that understands simple, human language.
Predictive Intelligence
Simplify and accelerate everyday work with built-in machine learning.
Service Operations Workspace
Manage incidents proactively with clear visibility when services are at risk.
Now Mobile
Find answers, get help, and make requests across departments from a single, native mobile app.
Digital Portfolio Management
Make informed decisions with a unified view of services, products, and apps.
DevOps Change Velocity
Connect development tools to change management for automatic ticketing and approval.
Employee Center
Provide a single, unified portal for service delivery across the enterprise.
Service Portal
Design a self-service user experience with a responsive portal interface.
Problem Management
Identify the root cause of issues and proactively prevent future disruptions.
Service Catalog
Improve self-service by offering products and services through a modern, user-friendly storefront.
Asset Management
Oversee infrastructure, operations, and field service assets to make more informed decisions.
Workforce Optimization
Manage teams effectively with real-time visibility into agent scheduling and performance.
Process Mining
Improve outcomes by optimizing process flows to streamline work.
Contract and Renewal Management
Renew hardware and software contracts through guided actions.
Continual Improvement Management
Initiate and track improvements across the enterprise by aligning people, processes, and data.
Site Reliability Operations
Maintain service performance, bridge work across DevOps and SRE teams, and deploy code faster.
DevOps Config
Prevent outages by centralizing configuration oversight within dev pipelines.
Request Management
Provide employees with an AI-powered self-service portal that works on all their devices.
Service Level Management
Manage provider-customer commitments to meet or exceed service levels.
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Do more with IT Service Management
Combine ITSM with other products and apps to create a powerhouse technology platform. Reimagine always-on technology services enabled by automation.
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"ServiceNow has provided frictionless ways for colleagues to handle their IT; it has removed a lot of mundane tasks and certainly made onboarding new colleagues much easier during a time of rapid growth."
Donna Bisio
IT Systems Manager, Zoom
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What the community is saying
Your peers have a lot to say about delivering scalable IT services on a cloud native platform. Gartner Peer Insights is the source for unbiased, honest feedback. Read the discussion and start growing enterprise productivity while you knock down silos.
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Discover Business Value
Explore further
Dive into overview articles on a variety of topics related to ITSM.
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What is ITSM?
What is ITIL?
What is an IT ticketing system?
What is incident management?
What is a service level agreement (SLA)?
What is the difference between ServiceNow and Jira?
What is generative AI?
What is service request management?
What is IT change management?
What is problem management?
What is IT support?
What is a service catalog?
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Benefits
Benefits
Transform the impact, speed, and delivery of technology services with IT Service Management.
Grow IT productivity
Unburden your IT services staff and boost productivity. Identify, track, and resolve incidents efficiently with AI-assisted intelligence. Get instant resolutions to repetitive IT service tasks with natural language virtual agents.
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Create resilient service experiences
Taking a people-first approach to digital transformation is what makes ServiceNow stand out. When people are cared for, no matter how quickly the business needs change, organizations see real results.
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Deliver ITSM on a single platform
Disparate tools don’t have to weigh you down. With ITSM’s built-in best practices you’ll operate on a single system of engagement in the cloud. Use the most trusted IT service workflows to synthesize your shared data and analytics.
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Platform
Built on the Now Platform
ITSM includes powerful platform capabilities so you can optimize processes, create seamless experiences, and build new value through innovation. Transform your business with a single, unifying platform for the enterprise.
One platform to make work flow
Now Platform® is the single cloud application platform all ServiceNow products run on. Automate, simplify, and connect work across the enterprise to move your business forward. .
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Actionable insights
Get work done faster with AI-powered experiences. Give everyone in your organization the info they need to make smarter decisions and improve business processes.
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Automated business processes
Connect teams with end-to-end digital workflows. Remove bottlenecks by automating manual processes with a simple, drag-and-drop interface.
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Intelligent automation
Work smarter and make better business decisions. Supercharge your workflows with machine learning and AI-powered experiences.
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Security lives at the center of all we do
Data security is critical to your business. The Now Platform arms you with the tools and processes you need to improve your security posture. We also help you adhere to regulatory compliance to keep sensitive data safe.
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Certified integrations
ITSM seamlessly integrates with remote desktop support products, authentication software, and productivity tools.
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Consolidate multichannel communications on a cloud-based call center platform.
Add trusted, legal Adobe Sign e-signatures to ServiceNow workflows to expedite service requests.
Manage network events by automatically generating incidents and assigning work to the correct party.
Add secure e-signatures to ServiceNow workflows to eliminate manual steps and reduce service times.
Eliminate friction between dev teams and ITSM processes with the Integration Hub connector to Jira.
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Users
Role-based apps for ITSM
Add continuous value to the business, no matter what hat you wear. Find cost reductions and efficiencies across your organization while you promote innovation.
IT leader
Drive digital transformation with technologies like AI and automation to improve service delivery and create delightful employee experiences. Reimagine IT workflows.
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Success Dashboard
Get a 360-degree view into the performance of your ITSM implementation using prescribed KPIs.
Reporting
Make service improvements easier with insight into the latest service delivery data, all on a single UI.
Digital Portfolio Management
Measure, monitor, and compare performance metrics at every service level.
Service manager
Empower service agents to resolve issues quickly and address employee needs proactively to provide an effortless experience. Use real-time data to increase agent satisfaction and continually improve IT services.
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Knowledge Management
Boost service agent productivity with contextual knowledge, powered by machine learning.
Service Level Management
Gain a better understanding of your active SLAs with detailed visualizations and key metrics.
Workforce Optimization
Create high-performing service teams by optimizing schedules, tasks, performance, and career growth.
Platform owner
Maximize ServiceNow® platform business value by identifying opportunities to extend and accelerate digital transformation. Partner with upper management and business lines to optimize process efficiency companywide.
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Process Mining
Increase IT service efficiency and performance, streamline work, and remove process bottlenecks.
Performance Analytics
Put the power of data into the hands of the stakeholders for successful service delivery.
Admin Center
Enable admins to discover, install, and configure ServiceNow products and applications.
Service agent
Help employees with their IT services and support needs from a single, integrated workspace. Resolve issues faster, enabled by intelligent guidance.
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Service Operations Workspace
Predict, prevent, and resolve incidents proactively from a single workspace before services are impacted.
Virtual Agent
Route issues to a conversational chatbot automatically, to reduce call volume and increase productivity.
Mobile Agent
Work easily from anywhere, even when you are not connected to the internet.
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Pricing
Choose a Package
Get the tools you need most with the ITSM package that meets your business needs and goals.
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Package options
Choose from one of three ITSM packages. Scroll down to see a sample of the apps and capabilities that make up each package.
ITSM Standard
For growing businesses that need to create impact with confidence.
Incident Management
Problem Management
Change Management
Request Management
Asset and Cost Management
Walk-Up Experience
Service Operations Workspace
ITSM Pro
For businesses that scale with automation, continual improvement, and self-service.
Now Assist for ITSM³
DevOps
Predictive Intelligence
Virtual Agent¹ ²
Performance Analytics
Continual Improvement Management
Vendor Management Workspace
Incident Management
Problem Management
Change Management
Request Management
Asset and Cost Management
Walk-Up Experience
Service Operations Workspace
ITSM Enterprise
For enterprises that optimize their teams and processes to drive down costs and improve speed.
Workforce Optimization³
Process Mining³
Now Assist for ITSM³
DevOps
Predictive Intelligence
Virtual Agent¹ ²
Performance Analytics
Continual Improvement Management
Vendor Management Workspace
Incident Management
Problem Management
Change Management
Request Management
Asset and Cost Management
Walk-Up Experience
Service Operations Workspace
1 Improves self-service adoption with 3 self-service conversation topics.
2 Virtual Agent Optimize is an optional add-on with ITSM Pro and ITSM Enterprise.
3 Not included as part of the core package unless purchased in addition to the product.
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Use our interactive calculator to project the value your organization can achieve from a ServiceNow solution. Envision the solution’s impact and estimate potential savings you could realize for your company.
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Accelerate time to value
See how you can get ITSM up and running faster with one of our ServiceNow Impact packages. Our experts and services help you achieve business outcomes fast, boost team skills, and innovate quickly to meet the demands of today’s economic landscape.
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Resources
Dig Deeper into IT Service Management
Find out how you can use ITSM to achieve extraordinary business outcomes and harness powerful, smart capabilities to maximize efficiency for your employees.
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Find out the impact ServiceNow ITSM can have on service efficiency, process improvements, and employee productivity a year after deployment.
Read Quick Guide
Learn what ITIL 4 is about in only 10 minutes. Download your quick-start guide to the most popular global ITSM best practice framework.
See Latest Release
The Now Platform connects people, functions, and systems across your business. Check out the latest apps and capabilities.
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Scalable IT Services
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Analyst reports
Total Business Value of ServiceNow IT Apps
Infographics
Winning the Day with ITSM Pro and Enterprise
5 CIO Priorities to Stay Resilient in the Face of Change
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How AI Delivers on Our Vision of an 80% Automated Customer Support Experience
Look who’s winning with ServiceNow
See how other companies deliver resilient services, increase productivity, and future-proof their IT.
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Hitachi Energy transforms enterprise IT for greater speed, agility, and scalability.
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Scripps Health reduces service desk calls, freeing more time to spend with patients.
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City of Raleigh, North Carolina, saves $315,000 a year on IT service desk costs.
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Körber Supply Chain uses data to improve service delivery and operations.
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Copenhagen Airport streamlines service requests and delivery for over 20,000 users.
Find Out How
The Finance of America service desk attains first time resolution rate of 82%.
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