What is ServiceNow ITSM?
ServiceNow ITSM is an enterprise IT service management solution that provides incident, problem, change, asset and service catalog management in line with ITIL processes. Its highlights are the CMDB, workflow engine, Now Assist AI features and a single-platform structure shared with other modules such as HR and customer service. It is the market leader among large enterprises. Implementation and license costs are high; pricing is quote-based.
Key facts
- Starting price
- Contact for quote
- Pricing model
- Quote-based
- Active users
- —
- Customers
- 8,100
- Vendor employees
- 26,000
- Launched
- 2004
- Deployment
- Cloud (SaaS)
- Platforms
- Web, iOS, Android
Source note: ServiceNow reports more than 8,100 customers company-wide.
Strengths & considerations
Strengths
- Comprehensive ITIL-aligned service management
- Highly configurable platform across IT and business
- Strong workflow automation and reporting
Considerations
- High cost and long implementation
- Requires specialized administrators
- Overly complex for smaller organizations
- Pricing only on request
- No free plan or free trial
Editorial summary based on public information; not a user review.
Industries & use cases
Industries served
Banking & capital markets
Government & public sector
Healthcare
Technology, media & telecom
Manufacturing & industrial
Cross-industry
Typical use cases
- Modernizing IT service desk and incident management
- Employee onboarding and HR case management
- Automating service requests with AI agents
Typical Deloitte services
- Platform implementation and ITSM modernization
- Enterprise service management across HR and customer service
- AI agent and workflow automation programs
Editorial profile based on public information.
Features
✓Workflow automation· Automation
✓AI features· Automation
✓Omnichannel· Communication
✓Chatbot· Communication
✓Knowledge base· Communication
✓SLA management· Communication
✓GDPR compliance· Compliance
✓SOC 2· Compliance
✓ISO 27001· Compliance
✓HIPAA· Compliance
✓API access· Integrations
✓Webhooks· Integrations
✓Mobile app· Platform
✓Multi-language· Platform
✓Custom reports· Reporting
✓Dashboards· Reporting
✓Single sign-on (SSO)· Security
✓Two-factor authentication· Security
✓Role-based access· Security
✓Audit log· Security
User reviews
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