ServiceNow is present in 37 markets with 40 products. ServiceNow has 3548 reviews with an overall average rating of 4.4.
AIOps Platforms
AIOps platforms analyze telemetry and events, and identify meaningful patterns that provide insights to support proactive responses. AIOps platforms have five characteristics: Cross-domain data ingestion and analytics Topology assembly from implicit and explicit sources of asset relationship and dependency Correlation between related or redundant events associated with an incident Pattern recognition to detect incidents, their leading indicators or probable root cause Association of probable remediation
ServiceNow has 1 product in AIOps Platforms market
Application Platforms
Application platforms provide runtime environments for application logic. They manage the life cycle of an application or application component, and ensure the availability, reliability, scalability, security and monitoring of application logic. They typically support distributed application deployments across multiple nodes. Some also support cloud-style operations (elasticity, multitenancy and self-service).
ServiceNow has 1 product in Application Platforms market
Application Portfolio Management Tools
The application portfolio management (APM) discipline monitors the business, technical and cost fitness of the application portfolio. It uses factual information and analysis, allowing objective and transparent decisions. Its main objective is to identify, prioritize and propose opportunities to improve the portfolio. Opportunities include replacements, migration, modernization, consolidation and decommissioning. APM tools support the people, processes and information of the APM IT discipline to discover, monitor, analyze and visualize the fitness of the application portfolio and provide recommendations for improvement.
ServiceNow has 1 product in Application Portfolio Management Tools market
Artificial Intelligence Applications in IT Service Management
Gartner defines artificial intelligence applications in IT service management as tools that augment and extend IT service management (ITSM) workflows using AI. These analyze ITSM data and metadata (primarily found in ITSM platforms) to provide intelligent advice and actions on ITSM practices and workflows, such as IT service desk and support activities. This software can either be a stand-alone product, capabilities within an ITSM platform or an add-on to an ITSM platform.
ServiceNow has 1 product in Artificial Intelligence Applications in IT Service Management market
Business Continuity Management Program Solutions
Gartner defines business continuity management program solutions as the primary tools used by organizations to manage all phases of the business continuity management (BCM) life cycle, from planning to crisis activation. BCMP solutions provide capabilities for availability risk assessment, business impact analysis (BIA), business process and resource/asset dependency mapping, recovery plan management, exercise and crisis management, and BCMP management metrics and analysis.
ServiceNow has 1 product in Business Continuity Management Program Solutions market
CRM Customer Engagement Center
Gartner defines the CRM Customer Engagement Center market as a cohesive set of software built around core case management tools, used to provide customer service and support by engaging with customers, while intelligently orchestrating the processes, data, systems, and resources of an organization. CEC applications offer workflow management capabilities and may be used as a system of record for customer interactions. The orchestration of customer service and support processes through a CEC application involves both assisted and self-service moments within customer journeys. It is built around case management records and processes. Workflow is an important CEC component, in terms of an organization being able to orchestrate the processing of customer engagements for the best outcomes in an effortless, effective and timely way. In addition to case, workflow, and knowledge management, personalization and enrichment of customer engagements are crucial.
ServiceNow has 1 product in CRM Customer Engagement Center market
CSP Service and Network Assurance Solutions
CSP service and network assurance solutions are OSS products/offerings for use in physical, virtual, containerized and hybrid network environments that enable CSPs to assure services and networks for customers in various market segments, such as consumer, enterprise and wholesale. Offerings include service and network monitoring solutions, fault management, performance management, service quality management, incident management, and workforce management. These solutions incorporate emerging practices in assurance, such as the move toward dynamic, real-time, data-driven assurance; closed-loop; intelligent automation; AIOps; and predictive analytics. This definition does not include solutions used to assure the underlying IT infrastructure used to host network functions.
ServiceNow has 1 product in CSP Service and Network Assurance Solutions market
Cloud Financial Management Tools
Gartner defines cloud financial management (CFM) tools as tooling that provides the ability to collect, organize, display, optimize and manage the investments in cloud computing infrastructure as a service (IaaS) and platform as a service (PaaS). They leverage algorithms, statistical models and/or AI/machine learning (ML) in support of cost reports, dashboards and/or other mechanisms/interfaces that provide capabilities to monitor cost, utilization and value indicators. This allows users to identify trends, anomalies, misaligned expectations, as well as opportunities to increase the efficiency of cloud configurations, architecture and contracts. CFM tools enable enterprises to collect and analyze public cloud cost and usage information, and apply controls to define budget and cost policies to optimize spending on a continuous basis.
ServiceNow has 1 product in Cloud Financial Management Tools market
Cloud Management Tooling
Cloud management tooling enables organizations to manage hybrid and multicloud (that is, on-premises, public cloud and edge) services and resources. This includes providing governance, life cycle management, brokering and automation for managed cloud infrastructure resources across multiple functional areas. The tooling can be procured and operated by central IT organizations, such as I&O, cloud center of excellence (CCOE) and platform engineering/operations, or within specific lines of business. It can be deployed on-premises, in a customer’s public cloud account or purchased as a SaaS.
ServiceNow has 1 product in Cloud Management Tooling market
Employee Communications Applications
The ECA market consists of vendors offering a discrete application, well-defined module, or cohesive set of capabilities that enables people in “communicator” roles to plan, create, coordinate, and distribute internal communications across the workforce or to specific audiences. ECAs include analytics that measure interactions and effectiveness of communications across content, channels, devices, campaigns and feedback loops to assess business and employee value.
ServiceNow has 1 product in Employee Communications Applications market
Enterprise Agile Planning Tools
Gartner defines enterprise agile planning (EAP) tools as products that enable organizations to scale their agile practices to support a holistic enterprise view. These tools act as a hub for defining, planning, managing and deploying work. They also serve as an information hub for the disparate islands of metrics from the full life cycle. Just as agile is an evolution of development methodologies, EAP tools are an evolution of project-/team-centric tools. They support a business-outcome-driven approach to managing the full life cycle of agile product delivery at scale. EAP tools in this market combine data from multiple sources to enable: - Monthly, weekly and even daily incremental value delivery based on business outcomes - Support for enterprise agile frameworks like Scaled Agile Framework (SAFe) - Product roadmapping - Management of strategy, investments and objectives - Increased visibility into the flow of work - Management of work backlogs - Collaboration capabilities for individuals and teams - Management of cross-team dependencies - Release planning and forecasting - Visibility into the financial aspects of the work being done
ServiceNow has 1 product in Enterprise Agile Planning Tools market
Enterprise Architecture Tools
Gartner defines the market for enterprise architecture (EA) tools as tools that allow users to capture the interrelationships and interdependencies within and across the ecosystem of partners, operating models, capabilities, people, processes, information, applications and technologies. EA tools provide a central repository to capture data and metadata about artifacts that describe the enterprise. Models can be built to represent the relationships between these artifacts that help describe and shape the future of the enterprise. Through modeling features, EA tools enable scenario analysis of trends and disruptions and other drivers of enterprise change, to deliver realistic roadmaps.
ServiceNow has 1 product in Enterprise Architecture Tools market
Enterprise Low-Code Application Platforms
Gartner defines enterprise low-code application platforms (LCAPs) as platforms for accelerated development and maintenance of applications, using model-driven tools for the entire application’s technology stack, generative AI and prebuilt component catalogs. Enterprise LCAPs target software engineering teams responsible for custom application development and maintenance. Enterprise LCAP features include support for the collaborative development of all application components; runtime environments for high performance, availability and scalability of applications; application deployment and monitoring with detailed usage insights. Enterprise LCAP platforms feature governance controls and success management through self-service capabilities and APIs, developer documentation and training, and service-level agreements for platform operations. Enterprise LCAPs provide the foundation for developing a wide range of application types and application components, including complex front ends, business process automation and distributed data sources.
ServiceNow has 1 product in Enterprise Low-Code Application Platforms market
Field Service Management
Gartner defines FSM as software suites that support FSPs whose technicians typically travel to customer locations to provide installation, repair, inspection and maintenance services for equipment and systems (consumer, commercial or industrial). FSPs may also manage, maintain and monitor these assets under a predefined service or maintenance contract.
ServiceNow has 1 product in Field Service Management market
GRC Tools for Assurance Leaders
The GRC for assurance leaders solutions market offers technologies that support identifying, assessing, managing, monitoring and reporting on risks associated with the enterprise and compliance risks assurance leaders manage. These solutions commonly include tools for tracking workflow associated with these activities and their related aggregate data. Solutions in this market also support wide varieties of risk domains and niche workflows of risk managers or owners throughout the enterprise. Vendors’ products included in this research offer at least one capability in all core risk management capabilities and a module or solution package to support more than one risk domain. They are designed to facilitate coordination throughout the “three lines of defense” by providing a synthesized view of assurance activity and data to second-line functions — especially enterprise risk management (ERM) and compliance.
ServiceNow has 1 product in GRC Tools for Assurance Leaders market
Generative AI Apps (Transitioning to AI Knowledge Management Apps/ General Productivity)
Generative AI (GenAI) apps use generative AI capabilities for user experience and task augmentation to accelerate and assist the completion of a user’s desired outcomes. Generative AI refers to technologies that can generate new derived versions of content, strategies, designs and methods by learning from large repositories of original source content. When embedded in the experience, generative AI offers richer contextualization for singular tasks such as generating and editing text, code, images and other multimodal output. As an emerging capability, process-aware generative AI agents can be prompted by users to accelerate workflows that tie multiple tasks together. Apart from helping save time and money, generative AI apps help improve branding of businesses by creating more engaging and effective content while also creating more engaging and immersive experiences for customers. Please note that this market is based on Beta research and is continuously evolving. We will be making changes as and when there are new updates.
ServiceNow has 1 product in Generative AI Apps (Transitioning to AI Knowledge Management Apps/ General Productivity) market
Hardware Asset Management Tools
Hardware asset management (HAM) tools are software applications and technology used by enterprise companies to manage all types of hardware assets, including IT, line of business and facilities management — regardless of location and industry. Key functionality includes the ability to: - Discover, identify, normalize, aggregate and store data for hardware assets. - Reconcile and manage the complete asset life cycle: procurement, arrival, storage, provisioning, use, transfer, service and disposition. - Govern access, visibility and control to specific assets based on the user’s role. - Optimize and integrate with other IT and financial systems for data, processes and workflow. - Flexibly assign asset ownership to a person, department or location. - Scale in record size and number of records as the organization grows. - Share standardized reports, create custom reporting and export data into other reporting systems. - Offer APIs for asset information to be ingested/entered through integration with procurement systems, software asset management (SAM) solutions or inventoried through CMDB or network discovery tools — as well as bar codes or RFID tags.
ServiceNow has 1 product in Hardware Asset Management Tools market
IT Risk Management
The IT risk management (ITRM) market focuses on solutions that support the ITRM discipline through automating common workflows and requirements. For the purposes of defining this market, IT risks are risks within the scope and responsibility of the IT department. These include IT dependencies that create uncertainty in daily tactical business activities, and IT risk events resulting from inadequate or failed internal IT processes, people or systems, or from external events.
ServiceNow has 1 product in IT Risk Management market
IT Service Management Platforms
Gartner defines IT service management (ITSM) platforms as software that offers workflow management that enables organizations to design, automate, plan, manage, report on and deliver integrated IT services and related digital experiences. Supported practices include request, incident, problem, change, knowledge and configuration management, and case management, as well as interfaces for non-IT business needs. ITSM platforms are typically acquired as SaaS; however, they are also sold as on-premises deployments. I&O leaders select these solutions to be consumed by service desks and service operations, and are identifying opportunities for business workflows in other IT-adjacent departments.
ServiceNow has 3 products in IT Service Management Platforms market
- 1 more product
IT Vendor Risk Management Solutions
Gartner defines IT vendor risk management (IT VRM) as the discipline of addressing the residual risk that businesses and governments face when working with external service providers, IT vendors and related third parties. The scope typically addresses risks related to data protection, business continuity, security and other risk domains as relevant to laws, regulation and industry practices.
ServiceNow has 1 product in IT Vendor Risk Management Solutions market
Integrated HR Service Management Solutions
Integrated HR service management (IHRSM) solutions provide holistic platforms to manage physical and/or virtual HR shared services operations and communications. They also deliver “content in context” to employees and managers in support of employee-related processes, policies and programs. Typical capabilities are: - Employee and manager content delivery via a portal (This could also extend to a dedicated HR portal that combines the content delivery with the other functionalities mentioned in this list.) - Content knowledge bases - Digital HR document management - Business process management (BPM) tools - Case ticketing and routing - Service-level agreement (SLA) monitoring - Employee relations support
ServiceNow has 1 product in Integrated HR Service Management Solutions market
Integrated Risk Management Solutions
Gartner defines Integrated risk management (IRM) as the combined technology, processes and data that serves to fulfill the objective of enabling the simplification, automation and integration of strategic, operational and IT risk management across an organization.
ServiceNow has 1 product in Integrated Risk Management Solutions market
Integration Platform as a Service
Gartner defines integration platform as a service (iPaaS) as a vendor-managed cloud service that enables end users to implement integrations between a variety of applications, services and data sources, both internal and external to their organization. iPaaS enables end users of the platform to integrate a variety of internal and external applications, services and data sources for at least one of the three main uses of integration technology: Data consistency: The ability to monitor for or be notified by applications, services and data sources about changes, and to propagate those changes to the appropriate applications and data destinations (for example, “synchronize customer data” or “ingest into data lake”). Multistep process: The ability to implement multistep processes between applications, services and data sources (for example, to “onboard employee” or “process insurance claim”). Composite service: The ability to create composite services exposed as APIs or events and composed from existing applications, services and data sources (for example, to create a “credit check” service or to create a “generate fraud score” service). These integration processes, data pipelines, workflows, automations and composite services are most commonly created via intuitive low-code or no-code developer environments, though some vendors provide more-complex developer tooling.
ServiceNow has 1 product in Integration Platform as a Service market
Intranet Packaged Solutions
Gartner defines an intranet packaged solution (IPS) as a software product that organizations use to create and deploy an internal website or network of websites, portals, hubs, mobile apps and other digital experiences supporting business-to-employee needs. An IPS is delivered as an integrated assembly of capabilities geared specifically for intranet use cases, including employee communications and engagement, employee service and self-service, application access and knowledge services. “Packaged” signifies a holistic and fit-for-purpose approach. In contrast, a custom-built or developed approach would leverage a platform or array of products not specifically designed to support intranet use cases.
ServiceNow has 1 product in Intranet Packaged Solutions market
Multiexperience Development Platforms
An MXDP is an opinionated, integrated set of front-end development tools and “backend for frontend” (BFF) capabilities. It enables a distributed, scalable development approach (in terms of both teams and architecture) to build fit-for-purpose apps across digital touchpoints and interaction modalities. At minimum, an MXDP must support cross-platform development and building of both custom iOS and Android app binaries, responsive web apps, and at least one of the following: PWAs, chatbots, voice apps, wearables and Internet of Things (IoT) apps, and augmented-reality (AR) and mixed-reality (MR) apps.
ServiceNow has 1 product in Multiexperience Development Platforms market
Observability Platforms
Gartner defines observability platforms as products that ingest telemetry (operational data) from a variety of sources including, but not limited to, logs, metrics, events and traces. They are used to understand the health, performance and behavior of applications, services and infrastructure. Observability platforms enable an analysis of the telemetry, either via human operator or machine intelligence, to determine changes in system behavior that impact end-user experience such as outages or performance degradation. This allows for early, and even preemptive, problem remediation. Observability solutions are used by IT operations, site reliability engineers, cloud and platform teams, application developers, and product owners. Observability platforms are used by organizations to understand and improve the availability, performance and resilience of these critical applications and services. Investment in and successful deployment of observability platforms leads to revenue loss avoidance and enables faster product development cycles and improvements in brand perception.
ServiceNow has 1 product in Observability Platforms market
Process Mining Platforms
Process mining platforms are designed to discover, monitor and improve processes by extracting knowledge from events captured in information systems to continuously deliver visibility and insights. Process mining includes automated process discovery (extracting process models from an event log), conformance checking (monitoring deviations by comparing model and log), social network/organizational mining, automated construction of simulation models, model extension, model repair, case prediction and history-based recommendations. Process mining platforms extend process mining capabilities by advanced process analytics, process improvement detection and process improvement recommendations, partly driven by AI and generative AI (GenAI).
ServiceNow has 1 product in Process Mining Platforms market
Project and Portfolio Management
PPM software providers covered under this market definition aim to support the selection, planning and execution of a variety of different work packages or containers, including, but not limited to, traditional projects. They often fold in collaboration and communication capabilities and allow work teams and project offices to report, monitor and identify course correction in resource-intensive project and work environments. Providers included in this market offer these capabilities directly through their own products, but frequently recognize that specific integration points may also be needed to connect niche tools or data sources. The PPM capabilities identified as essential or critical include: • Project demand management • Project planning and management • Time management • Resource management • Resource capacity planning • Project portfolio management • Project collaboration • Program management • Reporting services • Security and user management • Integration • Usability
ServiceNow has 1 product in Project and Portfolio Management market
Robotic Process Automation
Gartner defines robotic process automation (RPA) as the software to automate tasks within business and IT processes via software scripts that emulate human interaction with the application UI. RPA enables a manual task to be recorded or programmed into a software script, which users can develop by programming, or by using the RPA platform’s low-code and no-code GUIs. This script can then be deployed and executed into different runtimes. The runtime executable of the deployed script is referred to as a bot, or robot. RPA is used across numerous business functions for tactical task automation. Business and IT users can leverage RPA to: Move data in or out of application systems without human interaction (unattended automation). Scripts are designed to replicate the actions of a human interacting with those systems or documents, which usually do not have available APIs. The goal is to automate and complete a task successfully without human intervention. Typically, unattended automation is triggered by a system and bots executed on a server. Automate tasks with a human in the loop (attended automation). RPA can extract information from systems and related documents, shaping it and preparing it for consumption by a human at the point of need. Typically, attended automation is triggered by a human and bots executed on a local device.
ServiceNow has 1 product in Robotic Process Automation market
SaaS Management Platforms
Gartner defines SaaS management platforms (SMP) as software tools that aim to help organizations discover, manage, optimize and automate the SaaS application life cycle from one centralized console. Core SMP capabilities include discovery, cost optimization, employee self-service via an application store, insights to increase adoption and automation of onboarding/offboarding activities. As SaaS adoption accelerates, IT leaders struggle to discover and support SaaS-hosted applications in accordance with company, market or geographic policies and regulations. Increased SaaS costs — combined with limited visibility into the entire SaaS portfolio (including unapproved SaaS) and high levels of overdeployed and underconsumed licenses — result in significant financial, operational and cybersecurity risk.
ServiceNow has 1 product in SaaS Management Platforms market
Security Orchestration, Automation and Response Solutions
Security orchestration, automation and response (SOAR) solutions combine incident response, orchestration and automation, and threat intelligence (TI) management capabilities in a single platform. SOAR tools are also used to document and implement processes (aka playbooks, workflows and processes); support security incident management; and apply machine-based assistance to human security analysts and operators. SOAR solutions must provide: - Highly customizable workflow process management that enables repeatable automated tasks to be turned into playbooks that run in isolation or joined together into more sophisticated workflows. - The ability to store (locally or in a third-party system) incident management data to support SecOps investigations. - Manually instigated and automated triggers that augment human security analyst operators to carry out operational tasks consistently. - A mechanism to collate and better operationalize the use of threat intelligence. - Support for a broad range of existing security technologies that supports improved analyst efficiency and acts as an abstraction layer between the desired outcomes and the custom-made set of solutions in place in your environment.
ServiceNow has 1 product in Security Orchestration, Automation and Response Solutions market
Service Orchestration and Automation Platforms
Gartner defines the service orchestration and automation platform (SOAP) market as encompassing solution suites that deliver capabilities enabling organizations to manage workloads, workflows, resource provisioning and data pipelines across their technology landscapes. SOAPs enable infrastructure and operations (I&O) leaders to design and implement business services. These platforms combine workflow orchestration, workload automation and resource provisioning across an organization’s hybrid digital infrastructure. Increasingly, they are central to an organization’s ability to deploy workloads and to optimize deployments as a part of cost and availability initiatives. SOAPs expand the role of traditional workload automation by adapting to use cases that deliver and extend into data pipelines, cloud-native infrastructures and application architectures. These tools complement and integrate with DevOps toolchains to provide customer-focused agility, cost savings, operational efficiency and process standardization.
ServiceNow has 2 products in Service Orchestration and Automation Platforms market
Software Asset Management Tools
Software asset management (SAM) tools are solutions that provide automation to support tasks required to produce and maintain compliance with independent software vendor (ISV) license use rights, while improving an organization’s ability to proactively identify and optimize software risk and spend. SAM tools provide in-depth software asset analysis through: - Conducting discovery - Analyzing software license entitlements - Automating the collection of software consumption data - Establishing ISV effective license position (ELP) - Governing software assets - Optimizing software value delivery - Sharing information with other tools and stakeholders
ServiceNow has 1 product in Software Asset Management Tools market
Strategic Portfolio Management
Gartner defines strategic portfolio management (SPM) as a set of business capabilities, processes and supporting portfolio management technology. Business leaders, enterprise portfolio management office (EPMO) leaders and IT leaders require SPM to support enterprisewide strategy-to-execution alignment and adaptation. The SPM market addresses the integrated portfolio management technology needs of business leaders, EPMO leaders and IT leaders. SPM technology supports clear definition of key business strategies and desired business outcomes, and the formulation and mapping of these with key portfolio elements, such as business capabilities, investments, programs, digital and physical products, applications and projects. SPM technology allows users to create multiple portfolio and subportfolio types with focused themes, such as programs, digital products, physical products, business or IT services, projects and applications. It allows users to link and cross-reference elements in the different portfolios and subportfolios to support integrated portfolio analysis and tracking.
ServiceNow has 1 product in Strategic Portfolio Management market
Third-Party Risk Management Solutions for Compliance
The compliance third-party risk management (TPRM) solutions market consists of vendors offering technologies to CCOs, among other senior leaders responsible for TPRM, to manage the risks associated with due diligence and/or ongoing monitoring of third-party vendors, distributors, agents, partners or other parties. Products in this market are often capable of supporting a range of TPRM workflows across multiple risk terrains. Risks specifically addressed may include anti-bribery and anti-corruption (ABAC), anti-money-laundering, data management and supply chain, and business continuity risks among others.
ServiceNow has 1 product in Third-Party Risk Management Solutions for Compliance market
Value Stream Management Platforms
Value stream management platforms enable organizations to optimize end-to-end product delivery and improve business outcomes. VSMPs are tool-agnostic; they connect to existing tools and ingest data from all phases of software product delivery all the way from customer need to value delivery. They help software engineering leaders identify and quantify opportunities to improve software product performance by optimizing cost, operating models, technology and processes. VSMPs use AI-/machine learning (ML)-powered analytics and insights to surface constraints, detect bottlenecks and improve flow. This enables stakeholders to take actions that improve throughput and align to business priorities and objectives.
ServiceNow has 1 product in Value Stream Management Platforms market
Vulnerability Assessment
VA solutions identify, categorize and prioritize vulnerabilities as well as orchestrate their remediation or mitigation. Their primary focus is vulnerability and security configuration assessments for enterprise risk identification and reduction, and reporting against various compliance standards. VA can be delivered via on-premises, hosted and cloud-based solutions, and it may use appliances and agents. Core capabilities include: - Discovery, identification and reporting on device, OS, software vulnerabilities and configuration against security-related criteria - Establishing a baseline for systems, applications and databases to identify and track changes in state - Reporting options for compliance, control frameworks and multiple roles Standard capabilities include: - Pragmatic remediation prioritization with the ability to correlate vulnerability severity, asset context and threat context that then presents a better picture of true risk for your specific environment - Guidance for remediating and configuring compensating controls - Management of scanner instances, agents and gateways - Direct integration with, or API access to, asset management tools, workflow management tools and patch management tools
ServiceNow has 1 product in Vulnerability Assessment market