ServiceNow, Inc. (ServiceNow) operates the end-to-end intelligent workflow automation platform for digital businesses.
The company’s intelligent platform, the Now Platform, is a cloud-based solution that helps enterprises and organizations across public and private sectors digitize workflows, in line with its purpose of making the world work better for everyone. Organizations are increasingly turning to digital investments to streamline business-critical processes, drive deeper collaboration, i...
ServiceNow, Inc. (ServiceNow) operates the end-to-end intelligent workflow automation platform for digital businesses.
The company’s intelligent platform, the Now Platform, is a cloud-based solution that helps enterprises and organizations across public and private sectors digitize workflows, in line with its purpose of making the world work better for everyone. Organizations are increasingly turning to digital investments to streamline business-critical processes, drive deeper collaboration, increase employee productivity and power better customer experiences. The Now Platform helps business leaders realize value from these investments by incorporating advanced technology into the flow of work, end-to-end across the enterprise, for every department and persona.
The workflow applications built on the Now Platform are organized in four primary areas: Technology, Customer and Industry, Employee and Creator. The company’s Technology Workflows empower Information Technology (IT) departments to plan, build, operate and service the IT needs of the business enterprise. The company’s Customer and Industry Workflows help organizations reimagine their customer experience by empowering their customers with personalized self-service and providing organizations with greater ability to anticipate their customer needs by providing real-time insights. The company’s Employee Workflows help customers simplify how their employees access services they need, creating a consumer-like experience. The company’s Creator Workflows enable customers to automate processes by quickly creating their own custom workflows on the Now Platform.
Artificial Intelligence (AI), particularly Generative AI (GenAI) and agentic AI, is driving a new wave of technology transformation. The company is an early leader in applying AI to enterprise workflows and are working to remain at the forefront of AI as it continues to execute its product roadmap. As an AI platform for business transformation, the Now Platform has embedded Now Assist, the company’s solution available for certain products at an additional cost, to help enhance user productivity and efficiency, thereby accelerating its customers’ return on investment in the Now Platform. For example, with Now Assist, customer service agents can solve customers’ problems quickly with AI-produced case summaries and next step suggestions; employees can obtain faster and more accurate answers using AI-powered self-service, increasing their productivity and engagement; customers can receive enhanced self-service options and improved experiences from live support agents; and developers can generate code and create apps, saving time to focus on more complex matters.
Agentic AI is available to the company’s customers as a Now Assist feature, where they can easily create agentic skills tailored to their unique needs. AI agents can use these skills to work together with humans to help augment and accelerate workflow outcomes by performing and completing actions on the human’s behalf.
Products
ServiceNow’s product portfolio—which spans its Technology, Customer and Industry, Employee, Creator and other Workflows—is delivered on the Now Platform. Each year, two major platform upgrades are released, delivering new standard functionality and standalone products to further simplify the way its customers work and enhance productivity. Since launching AI-powered versions of its products, the company has continued to expand the Now Assist product portfolio and plan to continue to embed AI capabilities in its portfolio in the future.
The Now Platform
The Now Platform is the AI platform for digital transformation. The company helps customers leverage emerging AI-based technologies to improve enterprise workflows. As the foundation for how the company delivers its cross-enterprise digital workflows, the Now Platform orchestrates work across its customers’ cloud platforms and systems of choice, allowing them to get work done regardless of their current and future systems of record and collaboration platforms, across any data and system.
The company’s one platform, one architecture and one data model approach can provide a ‘single pane of glass’ that connects people, processes, data, and devices. It offers a one-stop shop for automation and simplification of manual processes and is highly flexible, scalable and extensible. Enterprises can leverage the company’s platform’s consumer-like user interface to help them deliver seamless experiences. For example, the Now Platform empowers users to independently resolve issues and seek answers through intelligent self-service portals. To illustrate, a customer may need to reset a password or update a shipping address, or an employee may want to know how many vacation days she has remaining. Because the Now Platform contains access to all of this information and the context of the user’s request in a single environment, users can easily access the information or services they need and find their own customized answers without outside help or even knowing which system or department has the answer they need.
Technology Workflows
Technology Workflows enable IT departments to serve their customers, manage their IT infrastructure, identify and remediate security vulnerabilities and threats, gain visibility across their IT resources and asset lifecycles, optimize IT costs and reduce time spent on administrative tasks. The company’s Technology products help companies unite IT, technology, risk management and security operations on a single platform to deliver modern and resilient digital services aligned to its customers’ priorities. These products also drive enterprise-wide outcomes, as well as power its Customer and Industry and Employee Workflows.
Asset Management
The company’s Asset Management product suite includes IT Asset Management and Enterprise Asset Management. IT Asset Management inventories and automates customers’ software, hardware and cloud asset lifecycles with workflows and analytics to track the financial, contractual and inventory details of these IT assets from end-to-end. Enterprise Asset Management inventories and automates processes across the lifecycle of a customer’s physical business assets from planning, deployment, inventory management, and maintenance through retirement.
Integrated Risk Management
The company’s Integrated Risk Management (IRM) product capabilities include policy and compliance management, regulatory change management, compliance case management, IT and operational risk management and audit management. IRM helps customers manage risk and resilience in real time. IRM also includes ESG Management, which helps customers more effectively administer their environmental, social and governance (ESG) programs. For example, it can streamline data collection, provide on-demand progress monitoring against key goals and automate reporting.
IT Operations Management
The company’s IT Operations Management (ITOM) product identifies, monitors and manages a customer’s physical and cloud-based IT infrastructure. The ITOM product’s ability to identify a customer’s IT infrastructure (e.g., physical servers) and digital components (e.g., email) allows it to detect whether issues occurring on one or more of those assets may interfere with business services. It also maintains a single data record for all IT configurable items, allowing the company’s customers to exercise control over their on-premises or cloud-based infrastructures, while orchestrating key processes and tasks. ITOM also includes Cloud Observability, which provides real-time visibility into cloud-native and monolithic environments that power its customers’ internal- and external-facing products and services.
Now Assist for ITOM, the company’s AI solution, simplifies complex technical language into easy-to-understand descriptions and provides quick resolution recommendations to IT operations issues. By doing so, this solution lowers the risk of outages, enhances customer productivity and increases overall service reliability.
IT Service Management
The company’s IT Service Management (ITSM) product is capable of, among others, predictive intelligence, incident management and response, routine task and request automation, performance analytics and process optimization. It also provides a Virtual Agent feature, a chatbot that can answer common questions. ITSM intelligently delivers resilient IT services, reduces costs, boosts IT productivity and provides exceptional experiences to employees, customers, and partners.
Now Assist for ITSM, the company’s AI solution, can summarize change requests or enable natural language Virtual Agent interactions and incident history summaries so customer service agents can efficiently resolve incidents. For example, upon incident closure, solution notes or knowledge-based articles can be generated to speed wrap times and adhere to incident management best practices, thereby improving agent productivity and employee experience with faster, more seamless resolutions.
Operational Technology Management
The company’s Operational Technology (OT) Management product suite provides visibility and context into connected devices and technology assets deployed for operational purposes. It enables industrial companies to prioritize, remediate and patch OT vulnerabilities, respond to issues with OT service management capabilities and automate OT asset management throughout the full device lifecycle. For example, when an OT issue is discovered, this product suite provides operators with the business context needed to strategically prioritize its criticality. OT Management will trigger an incident management process that ensures the issue is handled by the appropriate team at the right time.
Security Operations
The company’s Security Operations product suite connects an organization’s security function with the rest of the enterprise, integrating internal and third-party security and vulnerability data to quickly respond to security incidents and vulnerabilities, prioritized according to their potential impact on a customer’s business. It simplifies and automates threat and vulnerability management and response, while reducing risks to its customers’ organizations.
Now Assist for Security Operations, the company’s AI solution, enhances security operations by providing AI-generated insights through automated workflows. It boosts security analysts’ productivity, accelerates issue resolution and equips chief information security officers and other security leaders with valuable insights for transforming their security operations.
Strategic Portfolio Management
The company’s Strategic Portfolio Management (SPM) product helps customers plan, visualize and track value realization across their portfolio of projects, initiatives and digital products, all on one platform. It enables customers to drive business outcomes by aligning their strategy with investments and execution.
Now Assist for SPM, the company’s AI solution, helps ensure that business demands, related task documentations and feedback, are communicated clearly, efficiently, and effectively.
Customer and Industry Workflows
Customer and Industry Workflows help organizations integrate front-end customer service capabilities with operations, order fulfillment, and field service resources and can deliver industry-specific use cases. Customer and Industry Workflows help customers create a seamless customer experience from request to resolution by connecting digital workflows that deliver fast support on a customer’s channel of choice, reducing costs, and modernizing customer experiences. Organizations can elevate their customer service with enhanced resolution efficiency and improved service quality made possible with workflows, automation, AI, and task management. Customer service departments no longer need to rely on agents searching multiple systems to find a single resolution to customer requests.
Customer Service Management
The company’s Customer Service Management (CSM) product allows companies to route work to the right agent based on priority and category, which decreases errors by leveraging recommended solutions from prior cases and interactions. It optimizes customer service experiences with workflows that help organizations accelerate customer self-service, boost agent productivity and speed up resolution time. For example, CSM can automate the routing of customer requests to appropriate departments, provide self-service options for customers to troubleshoot common issues, empower agents with access to comprehensive customer data for efficient problem-solving and facilitate timely follow-ups to ensure quick resolution. As a result, organizations can shorten resolution times and increase customer satisfaction—all while reducing costs.
Now Assist for CSM, the company’s AI solution, rapidly generates summaries for cases and chats, reduces manual work and allows agents to resolve customer issues faster. This solution helps accelerate time to resolution, reduce case volume and personalize service, which reduces the effort required by customers.
Field Service Management
The company’s Field Service Management (FSM) product provides work planning, scheduling, resource management and job execution capabilities all in one, which allows field service agents to be assigned and dispatched on the same underlying customer service management platform that created and managed the customer incident. It streamlines field service processes with automation to increase technician productivity, improve first time fix rates and optimize scheduling and dispatching. Organizations can use data-driven insights to enhance operations, identify trends and remove service bottlenecks to maximize efficiency and effectiveness, while also creating great customer and employee experiences.
Now Assist for FSM, the company’s AI solution, helps customers quickly summarize key takeaways for pre-work triage and job completion, minimizing time spent searching through conversation histories. It accelerates productivity by simplifying work order task summarization and knowledge generation.
Industry
The company offers industry solutions to better address the unique needs for specific industries, including, for example, financial services, healthcare and life sciences, manufacturing, public sector, retail, technology, and telecommunications. The company expects the number of industry-specific solutions to grow as it gains adoption in new industries.
Financial Services Operations allows banking and insurance institutions to reduce contact center volumes with Now Assist. It provides frictionless service experiences that use AI across teams and systems and ensures compliance with embedded controls.
Healthcare and Life Sciences Service Management uses Now Assist to allow organizations to enhance patient care, unlock productivity, and streamline operations. Clinical Device Management provides a single dashboard from which healthcare providers may efficiently manage and service clinical devices, while also improving their ability to meet compliance requirements.
Manufacturing Commercial Operations uses Now Assist and automated workflows to streamline sales, support and service processes, accelerate order fulfillment, optimize customer experiences and drive revenue growth for manufacturers.
Public Sector Digital Services uses Now Assist to empower governments of all sizes to build seamless experiences at scale. Agencies can share a single instance to facilitate complete collaboration, thereby increasing the speed of service delivery and adding transparency.
Retail Operations and Retail Service Management leverages Now Assist and automated workflows to streamline retail store operations by simplifying store tasks and day-to-day activities, while providing headquarters with visibility into in-store performance. These solutions improve employee and customer experiences and reduce costs.
Technology Product Service Management with Now Assist and Sales & Order Management for Technology Providers brings customer service, service delivery and customer operations together on a single, intelligent system of action and enables technology providers to reduce time to market and increase customer satisfaction at reduced operational cost.
Telecom Service Management, Sales & Order Management for Telecom, Network Inventory Management and Telecom Service Operations Management offer communication service providers the ability to leverage automation and AI to streamline the end-to-end service experience and accelerate growth while reducing costs. Workflows use Now Assist to help maximize technology investments, scale sales and order management processes, launch telecom services quickly, enhance customer care, automate service assurance and optimize network management on a single platform.
Employee Workflows
The company’s Employee Workflows help organizations transform the employee experience, improve productivity, increase employee satisfaction and fuel business growth. ServiceNow makes it easy for employees to answer their own questions, while automating mundane tasks for agents. With the Now Platform, organizations can empower career growth, make smarter talent decisions, modernize workplace management and experiences to create more collaborative in-office spaces, and streamline contract management and legal operations.
HR Service Delivery
The company’s HR Service Delivery (HRSD) product helps organizations transform the employee experience by providing a portal that makes it easy for employees to conveniently access answers, actions and guidance. It helps employees navigate key career milestones and life events with step-by-step guidance.
Now Assist for HRSD, the company’s AI solution, enables employees to quickly obtain answers to common HR questions and take action directly through Virtual Agent, while also reducing redundant manual tasks for service agents, thereby helping HR leaders drive productivity and operational efficiency. From payroll discrepancies to employee information updates, service agents can resolve issues faster with instant summaries of case topics, chat history, Virtual Agent interactions and previous resolutions. With Now Assist and prompts that use AI, organizations can quickly generate knowledge-based articles to deflect similar cases in the future and drive proactive employee behavior, such as reminders, tasks, and approvals.
Legal Service Delivery
The company’s Legal Service Delivery (LSD) product suite replaces individual legal requests received through email with automated workflows that not only allow practitioners to keep track of the status of requests but also provide them visibility into interconnected legal requests. In addition, LSD’s Virtual Agent feature can automate responses to common questions. Using LSD real-time reports and dashboards, organizations can make data-driven decisions, anticipate demand for legal services, and drive continuous improvement for a company’s legal department. LSD helps organizations increase practitioner productivity, reduce risk and accelerate business outcomes through more efficient legal operations. For example, the LSD product suite includes Contract Management Pro, which helps legal, procurement, sales, and IT teams streamline contract lifecycle management through a self-service portal for contract intake requests, driving operational efficiency and reducing risk.
Now Assist for LSD, the company’s AI solution, provides practitioners with auto-generated summaries of their legal requests and matters, thereby allowing them to more easily track and manage these workstreams.
Workplace Service Delivery
The company’s Workplace Service Delivery product helps organizations manage workplace services, facilities and real estate. With Workplace Service Delivery, companies can optimize their workspace with real-time analytics and indoor mapping capabilities, and can automate workplace requests, reservations and repairs, and track health and safety incidents to keep workplaces running smoothly.
Creator & Other Workflows
Creator Workflows help customers quickly build and manage cross-enterprise workflows with a low-code development experience that safely delivers agile services at scale and with features that allow customers to manage security and storage. As organizations digitally transform, they need to adapt faster with new processes and business models. This requires fast and agile execution with more automation delivered throughout an organization’s business processes. With Creator Workflows, citizen developers have access to pre-built templates, low-code tools and modular building blocks created by professional developers. The company enables Creator Workflows through App Engine and Automation Engine, among other products.
App Engine
The company’s App Engine product empowers its customers’ employees to create enterprise-class workflows using low-code and no-code development tooling and does not require formal coding experience. App Engine delivers intuitive and intelligent development experiences, designed for speed, security, and scale. Examples of the types of workflows its customers have developed using App Engine include applications for:
A healthcare institution to streamline health research for providers and patients to share and track health data in a private and secure manner;
A retailer to manage the workflow for loss prevention, fraud protection and asset protection in retail locations;
The management of licensing, contracting and compliance examinations and financial reviews, replacing a month-long, manual process with a 30-minute automated process; and
Providing overnight loans in different currencies for central banks.
App Engine can also be used in conjunction with Now Assist for Creator, the company’s AI solution, to quickly create and scale apps on the Now Platform. Trained on code from ServiceNow engineering, results generated with Now Assist for Creator are generally higher quality and more scalable and secure than other code generation technology. This solution includes text-to-code, which converts natural language text into high-quality code suggestions, and in some cases into complete code, enabling faster development and increased productivity.
Automation Engine
The company’s Automation Engine product helps workflows integrate by connecting or automating systems, documents or tasks with minimal code. Integration to data in third-party systems is executed and secured using application programming interfaces (or APIs), while manual work can be eliminated by leveraging robotic process automation and intelligent document processing capabilities. Automation Engine includes process mining capabilities that can uncover trends and patterns in business processes and help eliminate redundancies and drive process optimization along with cost and productivity efficiencies.
Automation Engine can also be used in conjunction with Now Assist for Creator, the company’s AI solution, to automate essential functions, including flow generation, code generation and app generation, allowing developers to create complex workflows and applications using natural language prompts. This automation can significantly boost productivity by reducing development time and enabling both novice and experienced developers to build more reliable applications.
To help customers in key business functions, the company also enables other workflows through Platform Privacy and Security and Source-to-Pay Operations, among other products.
Platform Privacy and Security
The company’s Platform Privacy and Security products provide premium security, privacy and encryption controls to help its customers protect and control their sensitive data in the cloud.
Source-to-Pay Operations
The company’s Source-to-Pay Operations suite connects to customers’ existing enterprise resource planning and procurement systems, delivering a guided experience and highly automated processes that reduce cycle time and cuts costs across procurement, supplier management and accounts payable processes.
Now Assist for Source-to-Pay Operations, the company’s AI solution, delivers simple experiences that can turn conversations into requisitions, making it easy for new or occasional users to follow the right process and reduce rogue spend.
Customer Support, Professional Services and ServiceNow Impact
Customer Support
The company offers its customers standard and enhanced support, from technical resources located around the globe, on a subscription-based model, as well as self-service technical support through its support portal, which provides access to documentation, knowledge-based articles, online training, online support forums and online case creation.
Professional Services
The company’s Professional Services, offered by ServiceNow directly and through its network of partners, include process design, implementation, configuration, architecture, and optimization services that help its customers maximize the value of their ServiceNow investment. With a strong implementation methodology at the core of its foundation, the company’s Professional Services help customers succeed by giving them access to ServiceNow product experts and technical best practices. The company’s training services include programs for all its products.
ServiceNow Impact
ServiceNow Impact helps the company’s customers accelerate the value they realize with its products and solutions. Through the company’s subscription-based model, it offers its customers software tools and AI-driven recommendations that help increase adoption of ServiceNow solutions within their organizations, as well as with their customers. It also proactively monitors platform health, and tracks and reports on key platform metrics. In addition, ServiceNow Impact customers have access to designated experts, on-demand training, technical support and other services.
Technology and Operations
The company operates a multi-instance architecture that provides each customer with its own dedicated application logic and databases. This architecture is designed to deliver high-availability, scalability, performance, security and control. The company’s cloud infrastructure primarily consists of industry-standard servers, networks and storage components. The company hosts its full software-as-a-service (SaaS) experience on its own private cloud or customers may elect to use public cloud service providers.
The company’s data centers operate in paired configurations to enable replication for high-availability and redundancy. The company operates data centers in North America, South America, Europe, Asia, and Australia, and it continuously evaluate its data center operations and capacity in existing and new geographies.
The company offers customers the option to deploy its services on dedicated hardware in its data centers. The company’s architecture also gives it the added flexibility to allow customers to deploy its services internally in their own data centers, with public cloud service providers, or with a third party to support unique regulatory or security requirements. While there are some limitations on agility and flexibility as compared to its cloud offering, a minority of its customers have elected the third-party alternative. The standard and enhanced customer support the company provides to customers that deploy its services outside of its data centers is similar to the support it provides to customers deployed in its managed data centers.
Sales and Marketing
The company markets and sells its products and services to enterprises across a wide variety of industries. The company sells its product offerings and services through subscription services primarily through its global direct sales organization. The company also sells services through managed service providers and resale partners.
The company’s marketing efforts and lead generation activities consist primarily of customer referrals, digital advertising (including via its website), trade shows, industry events, brand campaigns, and press releases. It also hosts its annual Knowledge user conference, webinars, and other user forums, including regional forums, which it calls World Forums, where customers and partners both participate in and present on a variety of programs designed to educate them on industry best practices and help accelerate their success.
The company continues to expand its sales capabilities in new geographies, including through investments in direct and indirect sales channels, professional services capabilities, customer support resources, post-sales customer support resources, strategic alliances, and partnerships, implementation partners and advisory councils. The company also plans to increase its investment in its existing locations in order to achieve scale efficiencies in its sales and marketing efforts.
Partner Ecosystem
In addition to the company’s global direct sales organization, it has a strong and growing ecosystem of partners that helps accelerate its customers’ digital transformation initiatives and deliver customer value at scale. They play a critical role in helping companies digitally transform their businesses. The company have reimagined its program to include more flexibility and choice and are empowering partners worldwide to help to reach new markets and industries while innovating faster and together. The company’s industry and workflow capabilities paired with its partners’ industry and functional domain expertise help customers of all sizes. Together with its partners, the company offers industry and domain-focused solutions at scale and are accelerating digital transformation as it helps companies drive new approaches in engaging their end users and employees.
The company is seeing continued momentum across the partner ecosystem. For example, the company has expanded its relationships with a number of technology companies to enhance enterprise AI capabilities. The company ‘latest initiative with NVIDIA, for example, focuses on co-developing native AI agents on the Now Platform, using NVIDIA Agent Blueprints, which are AI workflow templates built on NVIDIA NIM microservices software, tailored for specific use cases. The company have also expanded its relationships with cloud providers to enhance cloud capabilities. For example, its security incident response product can integrate with Amazon Web Service’s Security Hub to automate the creation of security incident records. Additionally, Now Assist and Microsoft 365 Copilot can be integrated such that both agents provide an elevated AI experience for its joint customers. Through these relationships, users can leverage their existing spending commitments with cloud providers to procure ServiceNow products. Further, the company’s relationships with global system integrators such Accenture, Cognizant, Deloitte, EY, and KPMG continue to help it to expand its business by offering ServiceNow solutions to their customers.
Customers
The company primarily sell its services to large enterprise customers, and it hosts and supports large, enterprise-wide deployments for its customers. As of December 31, 2024, the company had approximately 8,400 customers. The company’s customers operate in a wide variety of industries. The portion of the company’s revenues generated by sales to government customers has also increased over time.
Intellectual Property
As of December 31, 2024, the company had over 2,000 U.S. and foreign patents, including patents acquired from third parties, and over 600 pending patent applications.
History
ServiceNow, Inc. was founded in 2004. The company was incorporated in California in 2012.
