ServiceNow Overview

ServiceNow, a cloud-based workflow automation platform, enhances operational efficiencies by automating routine tasks and delivering digital workflows. Its capabilities include AI, analytics, mobile app building, and secure cross-enterprise integrations.

Use Cases

Customers recommend Workflow Management, Helpdesk Management, Engagement Management, as the business use cases that they have been most satisfied with while using ServiceNow.

Other use cases:

  • Knowledge Management
  • Communication Management
  • Training & Onboarding
  • Collaboration
  • Social Media Analytics
  • Contract Management
  • Event Management
See all use cases See less use cases

Business Priorities

Scale Best Practices and Acquire Customers are the most popular business priorities that customers and associates have achieved using ServiceNow.

Other priorities:

  • Enhance Customer Relationships
  • Manage Risk
  • Improve Internal Communications
  • Improve ROI
  • Improve Efficiency
  • Grow Market Share
  • Improve Visibility
  • Launch New Products
  • Improve Stakeholder Relations
  • Increase Sales & Revenue
  • Enter New Markets Internationally Or Locally
  • Improve Consistency
  • Increase Customer Life Time Value
  • Improve Digital And Social Presence
  • Establish Thought Leadership
See all business priorities See less business priorities

ServiceNow Use-Cases and Business Priorities: Customer Satisfaction Data

ServiceNow works with different mediums / channels such as Phone Calls. E-Mail. User Generated Content etc.

ServiceNow's features include Ticketing, Dashboard, Recording, etc. and ServiceNow support capabilities include Phone Support, AI Powered, Chat Support, etc. also ServiceNow analytics capabilities include Analytics, and Custom Reports.

Reviews

"ServiceNow has given us the tools to be consistent and enabled us to win the hearts and minds of our people." - Scott Thomson

ServiceNow, Cayzu Help Desk, Service Creatio, Vision Helpdesk, LiveAgent, etc., all belong to a category of solutions that help Help Desk. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for ServiceNow

Top Industries

  • Information Technology and Services
  • Financial Services
  • Telecommunications

Popular in

  • Large Enterprise
  • Enterprise
  • Mid Market

ServiceNow is popular in Information Technology And Services, Financial Services, and Telecommunications and is widely used by Large Enterprise, Enterprise, and Mid Market.

Comprehensive Insights on ServiceNow Use Cases

How does ServiceNow facilitate Workflow Management?

Why is ServiceNow the best choice for Helpdesk Management?

What solutions does ServiceNow provide for Engagement Management?

What benefits does ServiceNow offer for Knowledge Management?

What Are the key features of ServiceNow for Communication Management?

58+ more Business Use Cases

11 buyers and buying teams have used Cuspera to assess how well ServiceNow solved their Help Desk needs. Cuspera uses 7300 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.

Customer Testimonials

CUSTOMERS TESTIMONIALS
ServiceNow testimonial

Scott Thomson

Technical Customer Service

Rogers Communications

ServiceNow has given us the tools to be consistent and enabled us to win the hearts and minds of our people. Testimonial By Scott Thomson
ServiceNow testimonial

Senior Customer Experience Manager

7-Eleven

With ServiceNow Customer Service Management, we have been able to help our customers when they want it, where they want it, and how they want it. Testimonial By 7-Eleven
ServiceNow testimonial

Lloyds Banking Group

A dedicated team of individuals at LBG, with the support of ServiceNow’s platform, have delivered a back office process that is now automated, driven by integrated data, and has challenged traditional ways of working to achieve outstanding results for customers. Testimonial By Lloyds Banking Group
CUSTOMERS TESTIMONIALS
ServiceNow testimonial

Scott Thomson

Technical Customer Service

Rogers Communications

ServiceNow has given us the tools to be consistent and enabled us to win the hearts and minds of our people. Testimonial By Scott Thomson
ServiceNow testimonial

Senior Customer Experience Manager

7-Eleven

With ServiceNow Customer Service Management, we have been able to help our customers when they want it, where they want it, and how they want it. Testimonial By 7-Eleven
ServiceNow testimonial

Lloyds Banking Group

A dedicated team of individuals at LBG, with the support of ServiceNow’s platform, have delivered a back office process that is now automated, driven by integrated data, and has challenged traditional ways of working to achieve outstanding results for customers. Testimonial By Lloyds Banking Group

Case Studies

Insurance

CASE STUDY Swiss Re

Swiss Re improved service desk efficiency by 60%, reducing service request resolution time by 25% and achieving a 100% satisfaction rating with their new service desk.

Financial Services

Case Study Lloyds Banking Group

How Lloyds Banking Group adopts data-driven payment operations with ServiceNow

Computer & Network Security

CASE STUDY Carscom

Cars.com improved customer satisfaction by 22% and reduced call volume by 30% through automation and self-service tools on ServiceNow.

Telecommunications

Case Study Rogers Communications

How Rogers reinvents its customer service philosophy with ServiceNow

Retail

Case Study 7-Eleven

How 7-Eleven provides customers the rapid help they seek on the channels they prefer with ServiceNow

Government Administration

Case Study Tennessee DHS

How Tennessee DHS redefines the government customer service experience with ServiceNow

Video

The power of the ServiceNow platform

Video Thumbnail

Frequently Asked Questions(FAQ)

for ServiceNow

What is ServiceNow?

ServiceNow is a cloud-based workflow automation platform that enables enterprise organizations to improve operational efficiencies by streamlining and automating routine work tasks. It delivers digital workflows that create great experiences and unlock productivity.

It provides software solutions to structure and automate various business processes via a SaaS delivery model. Drive connected digital workflows across the enterprise, deliver modern, consumer-like experiences, and accelerate time-to-value and innovation. It unleash the power of AI and analytics to surface information, make predictions, and automate repetitive tasks , achieve new levels of user productivity and satisfaction with intuitive omni-channel experiences, rapidly unite people and processes with intuitive, cross-enterprise integrations, accelerate innovation, and protect data in one trusted cloud and keep critical business services running securely.

Its capabilities include automation discovery, performance analytics, mobile app builder, virtual agent, AI search, predictive intelligence, process optimization, integrationHub, configuration management database (CMDB), and edge encryption.

What is ServiceNow used for?

ServiceNow is a Help Desk Software mainly used by its customers to Scale Best Practices and Acquire Customers by Workflow Management, Helpdesk Management and Engagement Management .

What are the top features of ServiceNow?

Ticketing, Dashboard and Recording are some of the top features of ServiceNow.

Who uses ServiceNow?

ServiceNow is used by Information Technology And Services, Financial Services and Telecommunications among other industries.

What are ServiceNow alternatives?

Cayzu Help Desk, Service Creatio, Vision Helpdesk and LiveAgent are popular alternatives for ServiceNow.

Where is ServiceNow located?

ServiceNow is headquartered at 2225 Lawson Lane, Santa Clara, CA 95054, US.
lightning

Peers used ServiceNow for workflow management and helpdesk management

ServiceNow Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

4.72/5 ★

Read Reviews (54)
Analytics

4.29/5 ★

Read Reviews (262)
Custom Reports

3.85/5 ★

Read Reviews (940)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

4.72/5 ★

Read Reviews (54)
Analytics

4.29/5 ★

Read Reviews (262)
Custom Reports

3.85/5 ★

Read Reviews (940)

Software Failure Risk Guidance

?

for ServiceNow

Overall Risk Meter

Low Medium High

Top Failure Risks for ServiceNow

ServiceNow, Inc News

Partnership

CORRECTING and REPLACING Varicent and ServiceNow Join Forces to Power the Next Generation of Revenue Execution

ServiceNow and Varicent have partnered to integrate Varicent's Sales Planning and Incentive Compensation solutions into ServiceNow's Customer Workflows ecosystem. This collaboration aims to optimize sales operations by enabling seamless data flow between ServiceNow's CRM and Varicent's platform. The joint solution, available by Q4 2025, will automate sales territory modeling and align compensation plans with go-to-market strategies.

Financial

ServiceNow to Announce Second Quarter 2025 Financial Results on July 23 - Business Wire

ServiceNow will announce its second quarter 2025 financial results on July 23. The company will provide details on its performance and business metrics for the quarter.

Partnership

Ascendion Joins ServiceNow (NOW) to Accelerate AI-Driven Business Transformation

Ascendion has joined the ServiceNow Partner Program to deliver AI-driven business transformation solutions. This collaboration enables Ascendion to leverage ServiceNows Now Platform for workflow automation, generative AI, and digital process optimization. The partnership aims to accelerate enterprise adoption of AI-powered workflows and enhance operational efficiency for joint customers across industries.

Partnership

ServiceNow and NVIDIA Fuel a New Class of Intelligent AI Agents Across the Enterprise - Business Wire

ServiceNow and NVIDIA announced a strategic collaboration to develop advanced AI agents for enterprise automation. The partnership leverages ServiceNows Now Platform and NVIDIAs AI technologies to deliver generative AI solutions that automate workflows, enhance productivity, and improve decision-making across business functions. This alliance aims to accelerate enterprise adoption of intelligent automation by combining ServiceNows workflow expertise with NVIDIAs AI infrastructure.

ServiceNow, Inc Profile

Company Name

ServiceNow, Inc

Company Website

//servicenow.com

HQ Location

2225 Lawson Lane, Santa Clara, CA 95054, US

Employees

5001-10000

Social

Financials

IPO