What is ServiceNow?
ServiceNow, Inc. is an American software company that supplies cloud computing platforms for the creation and management of automated business workflows. It was founded as Glidesoft, Inc. in 2003 by Fred Luddy and later incorporated in California in 2004. It became a publicly traded company in June 2012, and its headquarters are in Santa Clara, California.
Its IT Service Management product covers the core processes of a service desk: recording incidents, investigating recurring problems, managing changes and fulfilling requests. It runs on the Now Platform, which also connects workflows and data across teams. The platform is delivered as a cloud service, described as a platform-as-a-service designed to support IT service management and help desk functionality with automated workflows.
The current positioning includes AI options, and their scope depends on the package and configuration. For an IT organization, the useful question is how the records, approvals and service data map to its real operating model. Pricing is not published, so cost is established through ServiceNow sales.
Key capabilities
- Incident management Capture and route service interruptions.
- Problem management Investigate the causes of recurring incidents.
- Change management Govern changes with approvals.
- Request management Track and fulfil standard service requests.
- Workflow automation Automated workflows on the Now Platform.
- Service context Related data and workflows when configured.
Where ServiceNow fits
- Incident, problem, change and request processes
- Automated workflows across teams
- Service data and configuration records, such as a CMDB where maintained
- Approvals and ownership rules
- AI options that vary by package and configuration
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