ServiceNow^® Accessibility Statement

At ServiceNow, our commitment to accessibility extends beyond mere compliance; it's ingrained in our culture of inclusivity and innovation. We are assessing our Platform against the latest WCAG 2.2 standards. We are continuing to uphold WCAG 2.1 AA standards in our testing practices and Product Development Lifecycle (PDLC). This means we are rigorously evaluating and building accessible solutions that work better for everyone, including our users with diverse abilities. 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 standards as possible.

We will be evaluating our Platform and Products against WCAG 2.2 AA guidelines in the future.  This assessment will help identify potential areas for improvement and strategically plan our future releases. This is just one step in our ongoing commitment to creating a more inclusive digital landscape for everyone. 

• We’ll also be publishing our Accessibility Best Practices guidelines to assist ourcustomers in configuring their chosen solution and guide them in keeping their customizations accessible.
• Embedding more automated accessibility testing in the PDLC (Product 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 wellbeing for our Platform and Products.  
• We will continue to standardize and optimize conformance reports across product sets.
• Extending our “Early insights” program 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. 

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 multidiscipline Accessibility Center 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, TalkBack and ZoomText. We are planning on expanding our supported assistive technologies with more applications such as Dragon. 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.

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.

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

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 Visualization 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 visualizations.
• 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 labeling 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 utilize our Design System components, ultimately ensuring a smoother user journey for form access and utilization.  
• 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 utilizing 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 labeling 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 Colors to support users with visual impairments

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

Other Usability Improvements

• Enhanced Data Visualization with improved color contrast and Data Visualization 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

Key features in the Washington DC release include: 

WCAG 2.1 AA Conformance Improvements

• Upgraded the Customer Service Management (CSM) Configurable Workspace and foundational components used throughout our Configurable Workspaces and the Next Experience, strengthening our conformance with WCAG 2.1 AA.
• Released enhancements focused on making our platform easier to use for those with low vision or who use AT, such as a screen reader.  This included increasing zoom capabilities and implementing Reflow (400% zoom), improving contrast of text and images, adding alternative text to images, and refining the labeling of controls. 
• Resolved high priority accessibility defects across our Platform and Products. This included defects that could have prevented AT users from accessing content, navigating applications, or using certain features. These improvements are aimed at helping users who rely on a keyboard or other AT devices. 

Usability Features

• Introducing Global Keyboard Shortcuts for use in the Next Experience. Keyboard shortcuts help users navigate across Configurable Workspace pages faster and more effectively, without a mouse. This enhancement helps users with mobility issues and cognitive impairments, as well as non‑mouse and keyboard‑only users, to complete various tasks.
• Added the ability to enable a Dark Theme in additional areas of the Platform, because dark themes emit less blue light, use of dark themes may reduce eye strain and improve visibility of content in lowlight settings for some users. 

Enablement Capabilities 

• Introduced an accessibility checker into Theme Builder. This allows customers to verify they are meeting conformant color contrast levels as they apply their own brand and colors to our software. 
• Improved assistive technology support for Dragon Naturally Speaking speech recognition software and Zoomtext magnification software. 

Safe Harbor 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 a 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.

Our 2024 roadmap provides details on our accessibility‑related plans and objectives.

While subject to change, our 2024 plans include:

• Achieving higher levels of WCAG 2.1 AA conformance across our Platform and Products by addressing high‑impact defects.
• Preparing for WCAG 2.2 conformance, including: focus on overlay, dragging movements, and target size.
• Increasing the availability of universal usability features like Keyboard Shortcutsand Dark Theme.
• Improving the accessibility of our Fulfiller Experiences, such as Configurable Workspaces.
• Continuing to improve compatibility with Assistive Technologies.
• Adding accessibility checker capabilities to help customers meet requirements for conformant color contrast levels as they apply their own brand and colors to web or mobile instances.
 
• Updating the data visualization feature includes enhanced support for screen readers, such as the Voiceover functionality. This helps users relying on screen readers to navigate and comprehend the content within data visualization charts.
• Accommodating users who may need larger text for enhanced readability by enabling resize of text within data visualization charts.
• Enabling dark theme or mode in Mobile Platform. This option is commonly used to alleviate eye strain and improve readability.
• Publishing more accessibility conformance reports (ACRs) and best practices guidance.
• Sharing use case studies on how ServiceNow’s accessibility improved the user experience for customers.
• Supporting Partners in their journeys of building accessible experiences.
• Continuing our company‑wide accessibility training efforts to foster ongoing awareness and understanding of digital accessibility.
• Launching an accessibility champions program and employee panel program to scale our employee awareness, internal education, and engagement.
• Growing our Product Advisory Council (“PAC”) quarterly meeting with our customers to improve product quality, drive better user experience, and increase transparency.
 
• Marketing ServiceNow’s commitment to Accessibility. We are committed, conforming, listening, and leading.

During 2025, we anticipate continuing to advance the accessibility of ServiceNow’s Platform and Products

While subject to change, our 2025 plans include: 

• Reaffirming our commitment to creating technology that is accessible to all users, regardless of abilities or disabilities.
• Achieving higher levels of WCAG 2.1 AA conformance across our Platform and Products, including addressing high‑impact defects.
• Testing and strategically planning for WCAG 2.2 AA.
• Building out the foundational elements for WCAG 2.2 conformance.
• Improving the accessibility of our Admin and Builder apps, and also adding accessibility checkers into the administration, catalog and knowledge content managers, and builder configuration tools.
• Introducing voice interaction to aid users with mobility needs, and/or visual impairment.
 
• Incorporating new assistive methods directly into our platform with the help of/using [Gen]AI
• Embedding more automated accessibility testing and guardrails in the PDLC (Product Development Lifecycle)
• Providing accessibility preferences for users with cognitive and neurodiverse needs
• Adding accessibility checkers into our Platform to help customers maintain accessibility compliance when they configure and customize the software.
• Increasing our volume of available resources, such as additional accessibility, product documentation, demonstrations, and how‑to videos to showcase how our Platform and Products can be customized for users with disabilities.
• Investing in our employees with expanded accessibility champion program, employee panel, and training opportunities.

During 2026, we expect that we will continue advancing the accessibility of ServiceNow’s Platform and Products.

While subject to change, our 2026 plans include:  

• Leading the way for accessible enterprise software with our commitment to creating technology that is accessible to all users, regardless of abilities or disabilities.
• Achieving higher levels of WCAG 2.2 AA conformance across our Platform and Products, including addressing high‑impact defects.
• Laying the foundations for WCAG 3.0 conformance
• Strategically positioning our Platform and Products to adapt and uphold evolving accessibility standards.
• Incorporating new assistive methods directly into our platform with the help of/using [Gen]AI.
• Embedding more automated accessibility testing and guardrails in the PDLC (Product Development Lifecycle).
• Streamlining our accessibility user preferences and improving the experience for users with adaptive technology needs.
• Enabling accessibility checkers into our Platform to help customers maintain accessibility compliance when they configure and customize the software.
• Enhancing our resource library for sales and enablement with more demonstrations, how‑to videos, and customer success stories.
• Scaling usability testing by users with disabilities with partnerships and expanding our employee panel.

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/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 Washington DC release: https://docs.servicenow.com/bundle/washingtondc‑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 realize 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