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ServiceNow

Cloud workflow platform for IT, HR and customer service

Overview

ServiceNow is the largest specialist vendor in the IT service management market by revenue. The company, headquartered in Santa Clara, California and listed on the New York Stock Exchange, reported revenue of US$13.28 billion for fiscal 2025, up from US$10.98 billion in 2024[1]. Its 10-K describes the ITSM product as providing predictive intelligence, incident management and response, request automation, performance analytics and change management, with integrated knowledge management and collaboration tools[1].

ITSM runs on the ServiceNow AI Platform, the same cloud data model that underpins the vendor’s IT operations management, risk, HR and customer service products, so organisations that expand beyond IT can reuse the CMDB, workflows and portal. Now Assist and AI agents for ITSM automate incident triage, generate summaries and recommend resolutions[1]. In December 2025 ServiceNow completed the acquisition of Moveworks, which the company says strengthens enterprise search and front-end virtual agent technology on the platform[1].

The main limitations are cost and complexity. ServiceNow publishes no prices, implementations usually involve partners, and the platform’s breadth means that small IT teams pay for capability they may not use. Its own 10-K example of a deployment serving more than 50,000 employees in over ten languages illustrates the scale it is designed for[1].

What ServiceNow does

  • Incident, problem, change and request management
  • CMDB shared across IT operations and risk products
  • Now Assist generative AI and AI agents
  • Moveworks-based enterprise search and virtual agent
  • Performance analytics and process optimisation
  • Knowledge management and collaboration tools
  • Low-code and no-code workflow builder
  • AI-assisted development

ServiceNow pricing

Quote-based. ServiceNow does not publish ITSM list prices; subscriptions are sold through its sales team and partners.

ServiceNow strengths and limitations

Strengths

  • Broadest ITSM and ITOM scope in this list
  • Single data model across IT, HR, risk and customer service
  • Large partner ecosystem for implementation
  • Generative AI built into the core product
  • Fastest growth in the top five
  • Single platform across many workflows

Limitations

  • No published pricing
  • Implementation typically requires a partner
  • Over-specified for small IT teams
  • Licensing across many products can be hard to forecast
  • Net margin of 13%
  • Competition from Salesforce and Microsoft

Appears in

ServiceNow alternatives and competitors

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