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Revision as of 14:44, 17 August 2017

Note: The ServiceNow Wiki is no longer being updated. Visit for the latest product documentation.


Flowchart small.png Manage business processes from start to finish with integrated solutions for:

Asset and Configuration: identify and monitor IT service assets and their relationships.
Planning and Policy: define IT strategies and manage projects.
IT Services: deliver IT services and support to business users.
IT Operations Management: track and manage IT resources and systems.
Non-IT Services: automate business processes outside of IT.

Asset and Configuration

Asset Management
Manage assets and inventory records.

Configuration Management
Define and maintain a configuration management database (CMDB) for your IT infrastructure.

Software Asset Management
Manage and audit software licenses.

Manage requests and purchase orders.

Product Catalog
Store information about models.

Contract Management
Manage contracts, add terms and conditions, and generate expense lines for contracts.

Expense Line
Track costs and point-in-time expenses.

Planning and Policy

IT Cost Management
Track the costs of configuration items, tasks, and labor for reporting and budgeting.

IT Finance
Assemble spending data, build cost models, and generate reports to show how IT funds are being used.

Project Management
Plan, organize, and manage projects, tasks, and resources.

Release Management
Plan, build, and coordinate the release of new and improved services.

Service Level Management
Ensure that a guaranteed level of service is provided for all IT services.

SDLC Scrum Process
Manage agile software projects in multi-team and multi-product environments.

Managed Documents
Manage electronic document control, including reviews, approvals, versioning, and security.

Data Certification
Certify data accuracy by planning, scheduling, and performing certification checks.

Resource Management
Request, track, and assign resources to tasks across the platform.

Demand Management
Capture operational demand and provide tools to screen, assess and prioritize it.

Certify CMDB data for correctness and generate tasks to fix any discrepancies.

Governance Risk and Compliance
Define and enforce policies through risk controls and audit processes.

Facilities Service Management
Manage facilities requests and maintenance.

Field Service Management
Manage work tasks of any kind that need to be performed on location.

Finance Service Management
Request changes to the operation and maintenance of thir finance-related cases.

Human Resources Service Management
Organize employee information, procedures, requests, and benefits.

Legal Service Management
Request changes to the operation and maintenance of legal cases.

Marketing Service Management
Request changes to the operation and maintenance of marketing organizations.

Note: This article applies to Fuji. For more current information, see IT Service Management at

The ServiceNow Wiki is no longer being updated. Please refer to for the latest product documentation.

IT Services

Incident Management
Manage service disruptions and restore normal operation quickly.

Knowledge Management
Gather, store, and share knowledge within your organization.

Change Management
Minimize the impact of service maintenance.

Service Desk
Provide basic service desk functions and handle any type of customer call from a single place.

Problem Management
Identify the underlying cause of recurring incidents.

Service Portfolio Management
View and monitor the business services that your IT infrastructure supports.

Incident Alert Management
Manage communications relating to high-priority incidents.

Service Catalog Management
Automate requests for goods and services.

Note: The ServiceNow Wiki is no longer being updated. Visit for the latest product documentation.

IT Operations Management

View CIs that support business services and the relationships between the CIs.

Cloud Provisioning
Provision and manage virtual machines.

Populate and maintain an accurate CMDB.

Event Management
Monitor events from multiple event sources.

Automate IT tasks for fast, reliable results.

Non-IT Services

Personal Tasks
Organize and manage your personal tasks on desktop and mobile devices.

Sales Force Automation
Manage sales and marketing operations throughout the sales life cycle.

Coaching Loops
Identify critical moments and improve employee performance for business processes.

Structured Problem Analysis
Supports the Kepner-Tregoe problem solving methodology to help investigate the root cause of a problem.

Vendor Performance
Measure, manage, and track vendor data and compare performance characteristics in unique graphical views.