Definition

ServiceNow

Contributor(s): Laura Fitzgibbons; Matthew Haughn

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.

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ServiceNow can integrate with other tools easily. For example, users can perform VMware AirWatch tasks from within the interface. ServiceNow also provides an app store of tool offerings from third parties.

Products and features

ServiceNow products offer a service model based on what can help users identify the root cause of the issues they encounter, as well as helps them to correct issues with self-service. The service model appears as tasks, activities and processes from ServiceNow products, separated by cloud services. Altogether, they are overseen as part of a comprehensive managed workflow that supports features such as real-time communication, collaboration and resource sharing. ServiceNow has service management software for the following industries:

  • Healthcare
  • Financial services
  • Government
  • Manufacturing
  • Telecommunications
  • Education

Cloud services

The cloud services offered by ServiceNow include a suite of products that allow users and companies to operate using serverless computing. The cloud offerings include five common business categories: Security, Customer Service, IT, HR and Business Apps.

ServiceNow product examples

Nonstop Cloud

This product is a tool used to store and organize data for users without ever taking their data offline. It uses a multi-instance model, allowing users to customize the way they use the product so that they can access the type of information they need. Nonstop Cloud can also be used to perform upgrades and other changes at specific scheduled times.

Now Platform

This is a dashboard for ServiceNow's various products, including Nonstop Cloud, tools for anomaly detection, predictive modeling, peer benchmarking and performance forecasting. Now Platform can also be used for functionalities such as:

  • service portals;
  • subscriptions and notifications;
  • knowledge bases;
  • service catalogs;
  • workflow;
  • developer tools;
  • reports and dashboards;
  • single databases;
  • contextual collaboration; and
  • orchestration functionality.

Users can also build their own applications to use within the dashboard. Within this tool, management teams can assign or break up workloads among various users. In addition, Now Platform includes edge encryption, an intelligent automation engine and a service creator, among other web service offerings.

Uses

ServiceNow's products can be used to support most workflows because of the wide range of tools the organization offers. Some common ways the products are used include ticketing systems to manage large-scale projects via on-suite ticketing tools, benchmarking to track progress and predictive modeling to manage workflows. IT professionals operating a service desk/help desk can use ServiceNow products to organize their help cases, problem management and instance management. ServiceNow is able to assist with machine learning and artificial intelligence processes. It is also able to work with many legacy systems for smooth integration.

Business model

The ServiceNow business model is based on providing products using SaaS cloud computing software. It involves setting up systems to define, manage, automate and structure services for companies. ServiceNow users can find the software useful within security, operations, customer service, HR and other industries. The ServiceNow product suite also offers software for physical and cloud-based IT needs and can be used to manage service-level projects and production instances within a department.

History

ServiceNow was founded in 2004 by Fred Luddy at the company headquarters in Santa Clara, Calif. He created a workflow system largely based on forms in the cloud. In 2005, with a very small number of customers, ServiceNow created its first limited-service catalog. In 2006, the company expanded internationally and created its first cloud-based orchestration platform. In 2016, the company received FedRAMP certification through the Federal Risk and Authorization Management Program, meaning that it meets security expectations for products set up within the cloud.

This was last updated in April 2020

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