Common Uses & Strengths
- Enterprise-grade ITSM: incident, problem, change, request, and knowledge management aligned with ITIL
- Workflow automation: powerful low-code tools for building cross-department workflows
- Single system of action: centralizes requests, approvals, tasks, and service visibility
- CMDB-driven operations: asset, service, and dependency mapping for operational insight
- Beyond IT: HR, customer service, security operations, and GRC on the same platform
- Scales reliably: proven in large, global, and highly regulated environments
Key Considerations
- Platform complexity: ServiceNow is powerful but requires strong architecture and governance
- Implementation quality matters: poor CMDB design or workflow sprawl creates long-term pain
- Licensing and scope control: modules and entitlements must be carefully planned
- Customization discipline: balance low-code speed with maintainability and documentation
- Change management: adoption depends on clear service design and training, not just tooling
Common Needs & Challenges
- ITSM tools that exist but don’t reflect real operational workflows
- CMDBs that are incomplete, inaccurate, or untrusted
- Too many custom workflows with no ownership or documentation
- Limited visibility into service performance and operational risk
- Heavy reliance on external ServiceNow partners for day-to-day changes
- Expanding ServiceNow beyond IT without a clear service model
