ServiceNow^® Accessibility Statement

ServiceNow is committed to continually improving the accessibility of our Platform and Products. We add, update and improve options and features to provide an optimal level of accessibility to all users and conform as closely to WCAG 2.1AA as possible. We use an iterative and incremental approach towards conformance to accessibility standards.  We value both the usability of our Platform and Products and adherence to accessibility standards.

We have dedicated significant investments in our accessibility practice, and we have created a multi‑discipline Accessibility Centre of Excellence (COE) team to ensure that we are meeting our customers’ expectations and aligning to industry standards. Our applications support assistive technologies such as: NVDA, JAWS and VoiceOver, and we are planning on expanding our supported assistive technologies with applications such as Dragon and ZoomText. We allow for the exclusive use of the keyboard to navigate and operate the product content and functionality. In addition, we test on multiple browsers including Chrome, Safari and Edge Chromium.

Each of our software development teams works within our rigorous Software Development Lifecycle process, and in partnership with our Accessibility COE Team to help ensure that what we deliver is usable and in keeping with accessibility guidelines. There are clear roles and responsibilities available to ensure that ServiceNow is actively supporting our customers with their conformity requirements.

ServiceNow’s Platform and Products are built with the goal of adhering to applicable accessibility guidelines and principles, including: 

• Section 508 Amendment to the Rehabilitation Act of 1973, and applicable related federal regulations,  
• Web Content Accessibility Guidelines (WCAG) and 
• EN 301 549 Accessibility requirements suitable for public procurement of ICT products and services in Europe V3.1.1.   

ServiceNow is committed to providing accessible products and services to all users. We strive to adhere as closely as possible to WCAG 2.1 AA and are actively working on a roadmap to accomplish this goal.

ServiceNow publishes Accessibility Conformance Reports (ACRs) to provide details on the accessibility of our Platform and key Products for each family release. Once published, ACRs may be found on our Product Documentation site.

ACRs are point‑in‑time documents and are not a guarantee of accessibility. ACRs are for informational purposes only and do not form part of any contract, whether express or implied, unless explicitly stated in an executed written contract with ServiceNow.  ServiceNow is not liable for any errors or omissions in the ACR.  ServiceNow reserves the right to make changes to its products and services at any time, and these changes may affect the accuracy of published ACRs. ServiceNow encourages users to contact our Accessibility COE with any questions or concerns about accessibility at Accessibility_Support@servicenow.com.

At ServiceNow, we believe that everyone should have the opportunity to use our Platform and Products, we are committed to making our Platform and Products as accessible as possible, and we will continue to work hard to improve accessibility in the future.

Details on enhancements from previous releases and our upcoming plans to improve conformance and usability are listed below.

In Q1 2022, we made the following improvements to the accessibility of our Platform and products: 

• Introduced Dark Theme preference for Next Experience and Configurable Workspaces; Dark theming emits less blue light, making the display easier for your eyes and less disturbing in low‑light settings. 
• Added Compact Mode preference for Next Experience; Optimises the spacing between form fields, controls and list rows and columns, displaying more content on forms and lists. 
• Resolved a significant number of priority defects across the Platform and Products, primarily to improve the experience for users who use a screen‑reader. This includes defects that affected the ability of users who use screen readers to access content, navigate applications and use features.

In Q3 2022, we made the following improvements to the accessibility of our Platform and products:

• Improved screen reader support in the Document Viewer. This includes improved controls and keyboard navigation, making it easier for those who use screen readers to view and interact with documents.
• Launched ServiceNow Mobile Indoor Mapping with Wayfinding and Reservations feature with screen reader support. Using this feature, users can locate indoor site features, such as desks or meeting rooms, and then reserve them. The feature also provides directions to site features so users can easily find them. The Indoor Wayfinding and Reservations feature the following accessibility enhancements:
  • Screen Reader support for both wayfinding and reservations.
  • Users can zoom in or zoom out on the map by using enabled buttons on the map instead of pan gestures or a 2‑finger pinch.
  • Accessible route preferences can be selected for wayfinding.
  • Map legends identify all icons with text descriptions.
• Improved keyboard navigation with Data Visualisation components on Platform Analytics Workspace and Next Experience chart components: Time Series, Bar, and Pie/Donut. This makes it easier for users who use keyboard navigation to interact with data visualisations.
• Resolved a significant number of priority defects across the Platform and Products, primarily to improve the experience for users who use a screen‑reader. This includes defects that affected the ability of users who use screen readers to access content, navigate applications and use features.

• Upgraded our base (Design System) components to make them more accessible in accordance with WCAG 2.1 AA  This includes improving contrast, adding alternative text for images and improving labelling of controls which helps users with low vision or who use a screenreader. 
• Upgraded many Forms Controls to make them more accessible and compliant with WCAG 2.1 AA level by converting them to utilise our Design System components, ultimately ensuring a smoother user journey for form access and utilisation.  
• Added Dark Theme preference for Core UI applications within Next Experience; Dark theming emits less blue light, making the display easier for your eyes and less disturbing in low‑light settings. 
• Achieved higher levels of 2.1 AA conformance for our Mobile Platform and Apps, including: Agent Mobile, New Mobile and Now Support. This means that our mobile products and services are now more accessible to users with disabilities.
• Resolved a key accessibility WCAG 2.0 AA gap for our customers utilising Lists & Forms and related customer formatters to allow the ability to zoom to 200%, which makes it.   easier for users with visual impairments to use our products and services. Users are able to increase text size up to 200% through their browser settings without loss of content or functionality.  
• Resolved a significant number of priority defects across the Platform and Products, primarily to improve the experience for users who use a screen‑reader. This includes defects that affected the ability of users who use screen readers to access content, navigate applications and use features.

In Vancouver, we continued to improve the accessibility and usability of our Platform and Products, with the goal of ensuring that our software offers a fluid experience to our users, including the introduction of new accessibility features to allow users to work in the way they prefer. Details on specific features are listed below:

WCAG 2.1 AA improvements

• Upgraded components used in Configurable Workspaces and Next Experience to make them more accessible in accordance with Web Content Accessibility Guidelines (WCAG) 2.1 AA. This work included improving the contrast of text and images, adding alternative text to images and improving the labelling of controls. These changes make the platform easier to use for users with low vision or who use a screen reader.
• Improved user accessibility experience by resolving high‑priority defects across the Platform and Products, with a focus on improving the experience for users who use screen readers. This included defects that could have prevented screen reader users from accessing to access content, navigating applications or using certain features.
• Built the foundational framework to enable Reflow (400% zoom) and Keyboard Shortcuts to be used in Configurable Workspaces in the future.

New accessibility user preferences

• Enabled the “Show all buttons with the need to hover” user preference feature. This feature displays all invisible fields, so users don’t have to hover over them to see them. This enhancement is helpful for users with visual impairments, mobility issues and cognitive limitations.
• Introduced the “Enable keyboard focus on truncated text” user preference feature. This feature allows users to see the truncated text for non‑interactive elements when they are using the keyboard. This enhancement is helpful for sighted users who rely solely on a keyboard to use the Now Platform.

Forced Colours to support users with visual impairments

• Introduced “Support for Windows High Contrast Browser settings with Forced Colours.” This enhancement enables users to customise the colours of their user interface and web content to meet their individual visual needs. For example, users with low vision might enable Forced Colours to help make the user interface easier to see.

Other Usability Improvements

• Enhanced Data Visualisation with improved colour contrast and Data Visualisation base elements, enabling screen readers to announce chart data points and related metadata.
• Added the ability to enable a Dark Theme preference for additional areas of the Platform including Service Catalog, Assessments & Surveys, and Document Intelligence. Dark themes emit less blue light, making the display easier on the eyes and less disturbing in low‑light settings

For more information, see Accessibility information for all Vancouver features and products.

Safe Harbour Notice:

The information discussed in this document may contain “forward‑looking” statements that are based on our beliefs and assumptions and on information currently available to us only as of the date of this document. Forward‑looking statements involve known and unknown risks, uncertainties and other factors that may cause actual results to differ materially from those expected or implied by the forward‑looking statements. Further information on these and other factors that could cause or contribute to such differences include, but are not limited to, those discussed in the section titled “Risk Factors”, set forth in our most recent Annual Report on Form 10‑K and Quarterly Report on Form 10‑Q and in our other Securities and Exchange Commission filings. We cannot guarantee that we will achieve the plans, intentions or expectations disclosed in our forward‑looking statements. Any information on new products, features or functionality is intended to outline our general product direction and should not be relied upon in making a purchasing decision, is for informational purposes only and shall not be incorporated into any contract, and is not a commitment, purpose or legal obligation to deliver any material, code or functionality. The development, release and timing of any features or functionality described for our products remains at our sole discretion. We undertake no obligation, and do not intend, to update the forward‑looking statements.

ServiceNow is committed to investing in our future technology platform to provide accessible Platform and Products to all users. To that end, we have developed an accessibility roadmap that will help guide our efforts to improve the accessibility of our products and services over the next three years. Note that the roadmap is subject to change at ServiceNow’s discretion.

Our Accessibility Roadmap aims to achieve the following:

• Improve the conformance of our Platform and Products in accordance with industry accessibility standards.
• Increase awareness of accessibility among our employees and customers.
• Make our products and services more accessible to all users.
• Resolve key defects across our Platform and Products.
• Introduce User Preferences, Accessibility Tooling and Best Practices to enable our users to have an optimal user experience.

In 2023, we plan to advance the accessibility of our Platform and Products with a focus on our Next Experience and our Configurable Workspaces, which we expect will result in realising higher levels of conformance with accessibility standards. We are also focusing on increasing our employee accessibility knowledge and awareness to empower them to design and build accessible software.  
 
While subject to change, our 2023 plans include:   

• Enhancing the accessibility of our components used in our Next Experience products including Configurable Workspaces.  
• Increasing overall employee accessibility knowledge and awareness by implementing mandatory accessibility training for all ServiceNow employees. 
• Improving the accessibility of our Next Experience Configurable Workspaces for users with low vision by allowing use of Forced Colours from the Operating System.  
• We also intend to address a targeted list of high‑impact defects affecting our Platform and Products. 

• We intend to improve our Mobile experiences to meet even higher levels of conformance with accessibility standards.  
• We are expecting to add accessibility tooling to our Theme Builder to guide customers on their colour choices.  

• Our plans also include expanding Next Experience User Preferences for Accessibility such as: 
  • Showing truncated text on non‑interactive elements (keyboard users). 
  • Showing invisible controls. 

• During 2023, we will host Product Advisory Council (“PAC”) quarterly meeting with our customers to improve product quality, drive better user experience and increase transparency.  
• We’ll also be publishing our Accessibility Best Practices guidelines to assist our customers in configuring their chosen solution and guide them on keeping their customisations accessible. 

• Embedding more automated accessibility testing in the SDLC (Software Development Lifecycle), as appropriate.  
• We expect that we will Implement an accessibility maturity model aimed at establishing a more comprehensive approach to view and measure product accessibility wellness, health and well‑being for our Platform and Products. 
• We will continue to standardise and optimise conformance reports across product sets. 

• Extending our “Early insights” programme into our product development process to obtain feedback from people with disabilities early in the SDLC (Software Development Lifecycle).
• Building connections with disability partners to learn from and engage with ServiceNow solutions. 

During 2024, we anticipate advancing ServiceNow’s Platform and Product accessibility. While subject to change our 2024 plans include

• We expect to achieve higher levels of WCAG 2.1 AA conformance for multiple Configurable Workspaces.
• We’re planning on expanding compatibility with multiple Assistive Technologies to make our products and services more accessible to people with disabilities.
• We plan to release features to improve accessibility of our Admin and Builder Capabilities, implementing persona‑led changes into the administration and builder configuration tools.
• We intend to address a targeted list of high‑impact defects affecting our Platform and Products.
• We are also planning on publishing documents related to the accessibility to ServiceNow’s Platform and Product.
• An enhanced version of our Accessibility Best Practices guidelines to assist our customers in making the configured solution accessible beyond the base packages.
• Share use case studies on how ServiceNow’s accessibility improvements have changed the user experience for our customers.
• Embedding more automated accessibility testing in the SDLC (Software Development Lifecycle), as appropriate.

During 2025, we expect that we will continue advancing the accessibility of ServiceNow’s Platform and Products.  

While subject to change, our 2025 plans include:   

• We anticipate enhancing the accessibility of the remaining Configurable Workspaces. 

• We plan to continue to release features to improve accessibility of our Admin and Builder Capabilities, implementing persona‑led changes into the administration and builder configuration tools. 
• And we will prepare for WCAG 2.2 foundational conformance in areas such as focus appearance, drag and drop, and target size. 
• Our Accessibility COE expects that it will be driving an innovation programme with AI and tools to incorporate new assistive methods directly into our platform.
• Embedding more automated accessibility testing in the SDLC (Software Development Lifecycle), as appropriate.  
• We intend to address a targeted list of high‑impact defects affecting our Platform and Products.

For More information please reach out to your ServiceNow Account representative or contact us at Accessibility_Support@servicenow.com 

ServiceNow’s Publications on Accessibility:

• Press Release on Eamon McErlean, VP & Global Head of Accessibility, and the new Accessibility COE: https://www.servicenow.com/uk/company/media/press‑room/commitment‑to‑accessibility.html  

• Blog on ServiceNow.com here about the new Accessibility COE: https://blogs.servicenow.com/2022/accessibility‑center‑strengthens‑inclusion.html 

• Product Guidance on Enabling accessibility features for the Utah release: https://docs.servicenow.com/en‑US/bundle/utah‑platform‑user‑interface/page/administer/accessibility‑508‑compliance/concept/c_SetUpSect508ComplianceFeature.html 

• Build Accessible and Consistent Government Web Experience on the Now Platform: How to realise the USWDS standards within ServiceNow: https://www.servicenow.com/community/next‑experience‑articles/now‑experience‑design‑system‑support‑for‑united‑states‑web/ta‑p/2362705?attachment‑id=243027