IT Service Management (ITSM)

• Incident Management: ServiceNow’s Incident Management application allows organizations to restore normal service operation as quickly as possible following a disruption. It helps in tracking, managing, and resolving incidents efficiently, thereby minimizing the impact on business operations.
• Problem Management: Problem Management in ServiceNow focuses on identifying and mitigating the root causes of incidents. By analyzing incident trends and patterns, it helps prevent future disruptions, improving overall system reliability and stability.
• Change Management: The Change Management application in ServiceNow enables organizations to manage and control changes to IT systems and services. It ensures that changes are assessed, approved, implemented, and reviewed systematically to reduce risks and ensure business continuity.
• Service Catalog: The Service Catalog application provides a user-friendly interface for employees to request IT services and products. It streamlines the request process, automates approvals, and tracks fulfillment, enhancing user satisfaction and operational efficiency.

IT Operations Management (ITOM)

• Configuration Management Database (CMDB): ServiceNow’s CMDB stores information about the IT infrastructure and services, providing a comprehensive view of the relationships and dependencies among various components. This helps in better decision-making, impact analysis, and compliance tracking.
• Event Management: Event Management in ServiceNow proactively identifies and resolves issues before they impact business services. It consolidates and correlates events from various monitoring tools, providing actionable insights and reducing mean time to resolution (MTTR).
• Discovery: The Discovery application automatically scans the IT environment to identify and map devices, applications, and dependencies. This helps maintain an up-to-date inventory, ensuring accurate data for CMDB and improving service management.

IT Business Management (ITBM)

• Project Portfolio Management (PPM): ServiceNow’s PPM application helps organizations manage their project portfolios, align them with business goals, and track progress. It provides tools for project planning, resource allocation, and performance measurement, ensuring successful project delivery.
• Demand Management: Demand Management captures, assesses, and prioritizes new ideas and demands from across the organization. It ensures that resources are allocated to the most valuable projects, aligning IT initiatives with business objectives.
• Agile Development: The Agile Development application supports agile methodologies, enabling teams to plan, track, and manage their work efficiently. It integrates with other ServiceNow applications, providing a unified platform for agile project management.

Human Resources Service Delivery (HRSD)

• Employee Service Center: ServiceNow’s Employee Service Center is a centralized portal where employees can access HR services, information, and support. It provides a seamless and personalized experience, improving employee satisfaction and engagement.
• Case and Knowledge Management: HR Case and Knowledge Management applications streamline the handling of employee inquiries and issues. They provide a structured approach to manage cases, automate workflows, and deliver relevant information through a knowledge base.
• Onboarding and Transitions: The Onboarding and Transitions application automates and streamlines the onboarding process for new hires. It ensures that all necessary tasks are completed efficiently, providing a smooth and welcoming experience for new employees.

Customer Service Management (CSM)

• Case Management: ServiceNow’s Case Management application helps organizations manage customer inquiries, issues, and requests. It provides a unified platform for tracking and resolving cases, enhancing customer satisfaction and loyalty.
• Field Service Management: Field Service Management optimizes the scheduling, dispatching, and tracking of field service technicians. It ensures timely service delivery, improves resource utilization, and enhances customer experiences.
• Knowledge Management: The Knowledge Management application enables organizations to create, share, and manage knowledge articles. It provides customers and employees with easy access to relevant information, reducing the need for support and enhancing self-service capabilities.

Security Operations (SecOps)

• Security Incident Response: ServiceNow’s Security Incident Response application helps organizations detect, assess, and respond to security incidents. It integrates with various security tools, providing a coordinated and efficient approach to managing security threats.
• Vulnerability Response: The Vulnerability Response application automates the identification, prioritization, and remediation of vulnerabilities. It ensures that critical vulnerabilities are addressed promptly, reducing the risk of security breaches.
• Threat Intelligence: Threat Intelligence in ServiceNow aggregates and analyzes threat data from various sources. It provides actionable insights to security teams, enabling proactive defense against potential threats.

Governance, Risk, and Compliance (GRC)

• Policy and Compliance Management: Policy and Compliance Management in ServiceNow helps organizations define, manage, and enforce policies and regulations. It ensures compliance with internal and external requirements, reducing the risk of non-compliance.
• Risk Management: The Risk Management application provides tools for identifying, assessing, and mitigating risks. It enables organizations to manage risks systematically, enhancing resilience and decision-making.
• Audit Management: Audit Management streamlines the audit process, from planning and execution to reporting and remediation. It ensures that audits are conducted efficiently, helping organizations maintain compliance and improve controls.