ServiceNow is an enterprise software company centered on the ServiceNow AI Platform, which brings together AI, data, workflows, and security to execute work across the business. Its platform is designed to help organizations move from fragmented tools and manual handoffs to a more unified operating model for service delivery, operations, risk management, and application development.
ServiceNow’s portfolio spans IT, customer service, employee experience, security and risk, and low-code app development. AI agents, workflow orchestration, and governance capabilities are embedded across the product set, positioning ServiceNow as a system of action for enterprises and public sector organizations that want to modernize processes, improve productivity, and operationalize AI with business context and control.
Offerings, Capabilities, and Integrations
ServiceNow structures its offerings around a shared architecture that combines a common data model, workflow automation, AI-driven assistance, and enterprise governance. This lets customers connect requests, cases, incidents, approvals, assets, and risk signals across departments instead of managing them in isolated systems.
Its broader capability set includes data connectivity, cross-platform agent orchestration, extensibility for custom development, and integration with third-party applications and cloud ecosystems. ServiceNow emphasizes operational context through configuration and service data, while built-in controls help customers apply security, policy, and compliance guardrails as they scale automation and AI across the enterprise.
Products and Services
- ServiceNow AI Platform: Unified enterprise platform that brings together AI, data, workflows, and security to execute work across business functions.
- AI Agents: Autonomous AI agents that take action across workflows in areas such as IT, customer service, and HR.
- ServiceNow AI Control Tower: AI governance and management offering for discovering, monitoring, securing, and measuring AI assets, models, agents, and workflows across the enterprise.
- IT Service Management: IT service management offering for incidents, requests, changes, and problems, with AI-enabled self-service and automation.
- IT Operations Management: AIOps and operations management offering for service mapping, event correlation, remediation, and resilient digital operations.
- Customer Service Management: Customer service offering that connects people, data, and processes to improve self-service, agent productivity, and case resolution.
- Security Operations: Security workflow offering that connects security, IT, and risk teams to prioritize and respond to threats, vulnerabilities, and exposure.
- Governance, Risk, and Compliance: Risk and compliance offering for integrated risk management, resilience, third-party risk, and continuous assurance workflows.
- HR Service Delivery: HR workflow offering that automates employee requests and journeys from hiring through exit while improving employee productivity.
- App Engine: Application development offering for building, deploying, and governing custom workflow applications on the ServiceNow AI Platform.
- Workflow Data Fabric: Integrated data layer that connects, contextualizes, and governs data from any source so AI agents and workflows can act on it.
- AI Agent Fabric: Interoperability layer for connecting ServiceNow and third-party AI agents and tools using protocols such as MCP and Agent2Agent.
- ServiceNow Otto: Unified conversational AI experience that turns user intent into completed work across systems, channels, and workflows.
- ServiceNow EmployeeWorks: AI front door for employees to search, request, and complete work across business applications from a single experience.
- ServiceNow Cloud Observability: Observability offering for monitoring cloud-native applications and infrastructure and connecting performance insights to operational workflows.
Target Customers
ServiceNow primarily serves midsize and large enterprises, along with public sector organizations, that need standardized and auditable workflows across multiple business functions. It is especially well suited to organizations managing complex IT environments, distributed workforces, high service volumes, or strict governance and compliance requirements.
Typical buyers include leaders in IT, operations, customer support, HR, security, risk, procurement, and enterprise platforms, as well as development teams building custom workflow applications. ServiceNow also addresses industry-specific needs in sectors such as banking, healthcare, manufacturing, telecom, retail, insurance, technology, and government.
Cloud Integrations and Marketplace
- AWS Marketplace: ServiceNow maintains AWS Marketplace presence through ServiceNow on AWS and related private-offer procurement options for eligible products and services.
- Azure Marketplace: ServiceNow maintains Azure Marketplace presence through ServiceNow on Azure, supporting procurement and deployment on Microsoft Azure infrastructure.
- Google Cloud Marketplace: ServiceNow maintains Google Cloud Marketplace presence, including availability for selected offerings such as ServiceNow Cloud Observability and broader go-to-market alignment with Google Cloud.
Key People
- Bill McDermott: Chairman and Chief Executive Officer
- Gina Mastantuono: President and Chief Financial Officer
- Amit Zavery: President, Chief Product Officer, and Chief Operating Officer
- Nick Tzitzon: Vice Chairman
- Hossein Nowbar: President and Chief Legal Officer
- Jacqui Canney: Chief People and AI Enablement Officer
- Chris Bedi: Chief Customer Officer and AI Enterprise Advisor
- Paul Fipps: President, Global Customer Operations
- Pat Casey: Chief Technology Officer and EVP, Dev Ops
- Krishna Gidwani: Chief Strategy Officer
Key Facts
- Headquarters: Santa Clara, California, United States
- Employees: Approximately 27,000
- Annual Revenue: $13.28B
- Parent Company: None
- Subsidiaries: 57+ subsidiaries, including Moveworks, LLC, data.world, Inc., LightStep, Inc., ServiceNow Canada Inc., and ServiceNow UK Limited
- Publicly Listed: NYSE: NOW
Analyst Recognitions
- Gartner: Leader in the inaugural 2025 Gartner Magic Quadrant for Business Orchestration and Automation Technologies. Leader in the 2025 Gartner Magic Quadrant for AI Applications in IT Service Management. Leader in the 2025 Gartner Magic Quadrant for CRM Customer Engagement Center. Leader in the 2025 Gartner Magic Quadrant for Enterprise Low-Code Application Platforms.
- Forrester: Leader in The Forrester Wave: Customer Service Solutions, Q1 2026. Leader in The Forrester Wave: Industry Cloud Solutions for Public Sector, Q1 2026. Leader in The Forrester Wave: Enterprise Service Management Platforms, Q4 2025. Leader in The Forrester Wave: Software Asset Management Solutions, Q1 2025.
- IDC: Leader in IDC MarketScape: Worldwide AIOps 2026 Vendor Assessment. Leader in IDC MarketScape: Worldwide AI-Enabled Asset-Intensive Enterprise Asset Management Applications 2025-2026 Vendor Assessment. Leader in IDC MarketScape: Worldwide Cloud-Enabled Facility Management Applications 2024-2025 Vendor Assessment.
