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Discover the sessions, keynotes, and insight to strengthen your company's digital transformation strategies.
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Revisit groundbreaking topics, keynotes, and sessions from Knowledge 2024. Watch On Demand
IT Service Management (ITSM) Deliver resilient IT services and create experiences that help your teams be more productive. Resolve issues quickly and speed the pace of innovation using AI and machine learning. Watch Demo Read Brief
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. Get Infographic  Explore Platform
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 for ITSM 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. Digital Product Release Speed time to market with automated readiness and 360º visibility into releases. 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. Load More
Do more with IT Service Management Unite on a single platform to deliver resilient digital services, extraordinary experiences, and increased productivity. Discover Solution
Put AI to work for people Empower your people with business-ready AI from ServiceNow. From the front office to the back office and all in between, our intelligent platform harnesses AI to put smart answers at your employees’ fingertips, letting you translate that intelligence into action. Explore Generative AI
“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 Read Case Study See All Case Studies
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. See Reviews Discover Business Value
Explore further Dive into overview articles on a variety of topics related to ITSM.
Learn About ServiceNow See All Articles
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?
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.   View Infographic Get Ebook
 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. Download Ebook Watch Webinar
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. Get Ebook Explore Platform
Built on the Now Platform ITSM includes AI-powered 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. . Explore Platform Watch Video
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. Explore Generative AI Watch Video
Automated business processes Connect teams with end-to-end digital workflows. Remove bottlenecks by automating manual processes with a simple, drag-and-drop interface. View Flow Designer Get Infographic
Intelligent automation Work smarter and make better business decisions. Supercharge your workflows with machine learning and AI-powered experiences. Explore AI Watch Video
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. Find Out How Get Ebook
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.
Heading Text * 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.
Heading Text * 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.
Heading Text * 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.
Heading Text * 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.
Choose a Package Get the tools you need most with the ITSM package that meets your business needs and goals.  Get Pricing
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 Digital Product Release
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.
Discover the business value 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. Calculate Value Explore Platform
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. Reach ROI Fast
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.
CTA Primary CTA Secondary  Get ITSM Infographic 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.
Talk to an expert Connect with us to put AI to work and discover how you can transform the impact, speed, and delivery of IT. Contact Us
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