ServiceNow is a cloud-based platform that offers a suite of applications designed to automate IT management and business processes across an organization. Initially focused on IT Service Management (ITSM), ServiceNow has expanded its offerings to encompass a wide range of enterprise solutions.
Key Features:
1.IT Service Management (ITSM):
-Incident Management: Streamlines the process of responding to IT incidents.
-Problem Management: Helps in identifying and managing the root causes of incidents.
-Change Management: Manages the lifecycle of changes to IT services.
-Service Catalog: Provides a user-friendly portal for requesting and delivering IT services.
2.IT Operations Management (ITOM):
-Event Management: Monitors the health of the IT infrastructure.
-Service Mapping: Visualizes the relationships and dependencies within the IT environment.
-Discovery: Automatically identifies and tracks assets and configuration items.
3.IT Business Management (ITBM):
-Project and Portfolio Management (PPM): Manages project lifecycle, from planning to execution.
-Financial Management: Tracks and manages IT spending.
-Demand Management: Captures, assesses, and prioritizes demands from across the organization.
4.Customer Service Management (CSM):
-Case Management: Tracks and resolves customer issues.
-Omni-Channel: Supports multiple channels of customer interaction.
-Field Service Management: Manages work tasks performed on customer locations.
5.HR Service Delivery:
-Employee Service Center: A portal for HR services and information.
-Case and Knowledge Management: Manages employee inquiries and HR knowledge base.
-Onboarding and Transitions: Automates employee lifecycle events.
6.Security Operations:
-Security Incident Response: Manages the response to security incidents.
-Vulnerability Response: Tracks and addresses vulnerabilities.
-Threat Intelligence: Integrates threat intelligence feeds.
7.Governance, Risk, and Compliance (GRC):
-Policy and Compliance Management: Manages policies and compliance requirements.
-Risk Management: Identifies, assesses, and responds to risks.
-Audit Management: Facilitates internal and external audits.
8.Now Platform:
-App Engine: Allows users to build custom applications.
-IntegrationHub: Facilitates integration with third-party systems.
-Mobile Capabilities: Provides mobile access to ServiceNow applications.
Target Audience:
ServiceNow is especially valuable for large enterprises that require robust IT and business process automation, offering scalability and integration capabilities that can support complex and diverse organizational needs.
