ServiceNow IT Service Management (ITSM) — the organization’s bread and butter. Today, ServiceNow is a transformed operations management platform capable of much more.
Its growth from an ITSM and service request tool to a full-fledged business management platform is impressive and speaks volumes about its value. However, it also means that ServiceNow newbies may not know the platform’s true capabilities and just how much it can do with all its bells and whistles.
This platform overview provides the information you need to acquaint yourself with ServiceNow and decide if it’s right for your organization.
The Swiss Army Knife of Service Management
While the original ServiceNow ITSM platform mainly served clients’ IT needs, its current generation boasts capabilities across various solutions, including:
- Customer relationship management (CRM).
- Finance and supply chain.
- App development.
- Human resources.
- Risk and security.
ServiceNow’s solution diversification is undoubtedly one of the main reasons it works with as many as 85% of Fortune 500 companies.
ServiceNow Is in Its AI Era
At the ServiceNow Knowledge 2025 event in Las Vegas on May 6, 2025, the organization unveiled its brand-new AI platform, calling it a “groundbreaking CRM designed to disrupt an industry long dominated by outdated, overbuilt systems.”
Breaking free from its IT-coded chrysalis, this new evolution of ServiceNow promises to “sell, fulfill, and service” diverse clients on one unified platform. This includes any organization serious about business transformation across industries like automotive, health care, government, insurance, nonprofit, retail and many more.
ServiceNow Featured Products
A lot is happening in the ServiceNow ecosystem — far too much to cover in one blog post. So, let’s stick to a selection of features that provide a well-rounded taste of the company’s plentiful products:
The ServiceNow AI Platform
The ServiceNow AI Platform brings intelligent automation to every corner of any enterprise. At its core, it powers smarter workflows via machine learning and natural language understanding to auto-route tasks, predict outcomes and surface insights.
The platforms selling benefits promise to speed up service delivery, reduce human error and enable data-driven decisions across departments.
AI Agents
Speaking of AI, ServiceNow’s new AI Agents autonomously execute tasks across systems and departments and are packed with features. These agents combine generative AI with workflow automation to handle complex, multi-step processes, including menial tasks like resetting passwords, to managing approvals and even resolving incidents on their own.
Customer Service Management (CSM)
ServiceNow’s Customer Service Management transforms traditional customer support into a proactive and connected experience. It helps resolve issues faster by integrating case management with workflows that span departments, from field service to product engineering. With self-service portals, automated ticketing and real-time analytics, ServiceNow CSM seeks to improve resolution times and customer satisfaction, all while reducing service costs.
App Engine
App Engine is ServiceNow’s low-code development platform that empowers teams to quickly build and deploy custom applications. With drag-and-drop tools and built-in governance make this engine ideal for businesses that want to digitize manual processes or create tailored solutions without relying heavily on IT. Is this a full-circle moment for ServiceNow?
Strategic Portfolio Management (SPM)
Strategic Portfolio Management helps organizations align projects and programs with their business goals, consolidating all work onto ServiceNow’s AI-driven cloud platform. It provides visibility into resource allocation and ROI, allowing leaders to prioritize work that delivers the most value.
Integration Hub
The ServiceNow Integration Hub connects the platform to external systems like Salesforce, SAP, Microsoft Teams and hundreds more, to streamline data flows and automate cross-platform workflows. With a library of pre-built spokes and no-code tools, it helps reduce the complexity and time required to integrate third-party applications.
With considerably more products and solutions than listed here, ServiceNow is evolving to suit a spectrum of enterprise applications and use cases. But what do some of those look like in action? Let’s go industry by industry.
The ServiceNow Platform in the Wild: Real-World Applications
Like its services and solutions, ServiceNow’s catalog of compatible industries is comprehensive. Here’s a peek at a handful of real-world applications and how ServiceNow solutions aid various business efforts to streamline tasks and boost the customer experience:
Transforming Health Care with ServiceNow
In the health care sector, ServiceNow enables faster, safer care by streamlining both clinical and administrative workflows with patient and employee experience in mind. Hospitals and health care networks use it for a variety of applications, from automating patient onboarding to ensuring compliance with health regulations and tracking critical medical assets.
Boosting Efficiency in Financial Services
Financial service operations rely on ServiceNow to modernize operations, meet strict regulatory requirements and enhance the customer experience. From automating compliance audits to managing customer inquiries through AI-powered agents, the platform supports secure and efficient banking services. It also enables rapid incident resolution and system monitoring, which is critical for uptime in fast-paced financial environments.
Retail Service Management (RSM)
Retailers and e-commerce businesses use ServiceNow to streamline customer service, inventory tracking and fulfillment operations. It helps unify customer interactions across platforms and automates returns and refunds to keep backend logistics running smoothly. With real-time analytics and AI support, businesses can respond to customer needs faster and reduce friction both online and in-store.
Modernizing Manufacturing and Logistics
ServiceNow supports manufacturing and logistics companies by digitizing workflows across production, supply chain and asset management. It helps organizations keep equipment in check through monitoring tools and streamlined predictive maintenance workflows. With Integration Hub and real-time tracking capabilities, ServiceNow provides manufacturers with greater visibility into their operations and enables them to respond more quickly to disruptions or delays.
Streamlining Government and Public Sector Services
Yes — even governments use ServiceNow products and solutions. Public sector agencies, notorious for using legacy systems, have joined the ServiceNow parade, deploying solutions to improve citizen services and secure sensitive data. From automating permit applications and benefit requests to enhancing IT infrastructure resilience, the platform simplifies service delivery and promotes transparency.
Marketing-Friendly Features Across Industries
Across its entire catalog of service management solutions, ServiceNow offers awesome marketing-relevant features. Customer journey orchestration, self-service portals, performance analytics and real-time feedback loops help brands strengthen customer engagement and trust.
Many businesses leverage these tools to accomplish a gamut of marketing measures, like personalizing customer interactions, automating campaign workflows and gaining insights into service satisfaction.
Why Your Business Might Want To Jump on the ServiceNow Bandwagon
The ServiceNow impact across industries is unmistakable. It’s a service portal, process automation engine and AI platform with a broad service catalog to match. Over the past three years, the company’s workforce has grown more than 50% to keep pace with more customers, many of whom are enterprises with equally-sized needs.
If any of these goals resonate — or are even current pain points in your processes — a ServiceNow implementation may be the next move you’re looking for:
- Delivering a more seamless and responsive customer experience through smarter service workflows.
- Achieving greater efficiency by cutting down on repetitive, manual tasks.
- Gaining real-time visibility into operations and performance data to drive smarter decisions.
- Scaling your operations smoothly as your business grows, without sacrificing service quality.
- Lowering operational costs by automating and optimizing core processes.
- Boosting employee engagement with tools that make their work easier and more impactful.
- Connecting your tech stack with integration-ready workflows that unify systems and departments.
- Leveraging AI-driven insights to shape more strategic, results-focused marketing efforts.
See a ServiceNow product that’s appealing and could solve one of the above in your organization? The company has tons of great demos and trials for much of its catalog, so don’t be afraid to watch and try before you buy.
