What is ServiceNow?

ServiceNow is a cloud-based company that provides software as a service (SaaS) for technical management support. The company specializes in IT services management (ITSM), IT operations management (ITOM) and IT business management (ITBM), allowing users to manage projects, teams and customer interactions via a variety of apps and plugins.


ServiceNow delivers digital workflows that create great experiences and unlock productivity. This is the future of work. ServiceNow is considered the definitive platform for IT Service Management as it supports the full lifecycle from incident tracking to release management. It brings together discrete service support tools into a single system-of-record, providing unified operational view.

Through ServiceNow, users get complete IT service and support, infrastructure and service discovery, orchestration and automation, demand and project management, and meaningful analytics.

ServiceNow is used by following stakeholders to achieve their business goals:

  • Employees – To request for their related IT business services.
  • IT support team – To manage service requests or incidents.
  • Administrators – ServiceNow helps administrators manage user access, roles & privileges.
  • Implementers – Use it to deploy process applications and platform features which fulfill organization’s business needs.
  • Developers – Create new functionality with scripts to extend standard configurations.



It eliminates manual data entry carried by the IT service agents and populates the CMDB (Configuration Management Database). ServiceNow Discovery automatically scans an organization infrastructure and identifies all the applications and devices, understands the relation between them, and records the same into CMDB. This saves a lot of time for IT service agents and eliminates the chances of human error in CMDB data.

Event Management:

ServiceNow Event Management constantly looks after all activities in an organization, if anything seems odd it automatically alerts the teams to look after it. It prevents the organization from falling into the worst situation and helps in continuing business delivery. Event Management also provides a detailed impact analysis and suggests an improvement in IT and business service delivery.

Operational Intelligence:

With the help of machine learning powering ServiceNow upgrades failure prevention using operational intelligence. By analyzing the service data, Operational Intelligence identifies the anomalies in an IT infrastructure and alerts the teams to delete that specific anomaly to prevent a failure. It helps the IT teams in quickly identifying and resolving issues and improves service delivery.


To save your IT team from the mundane and repetitive tasks ServiceNow orchestration helps the organizations in building the workflows to automate multiple tasks which include applications, servers, printers and remote servers. Your IT team need not engage in all the manual activities such as distributing software or resetting passwords. All these things automatically are taken care of by the Orchestration. Orchestration lowers the cost of operations and the result is improved ROI.

Service Mapping:

ServiceNow Service Mapping is an advanced form of discovery that is capable enough to builds complex maps of interrelated configurations. This saves the time of IT agent in building the maps manually, thus it makes failure impact analysis and eliminates data errors more accurately.

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