On the recordRead 4 Oct 20262 facts

ServiceNow ITSM

Santa Clara, California, United States

What it is

ServiceNow ITSM is a paid product for managing IT service requests and related operational work. Its Foundation plan includes a service catalog and request management, incident management, asset management and a configuration management database, plus a virtual agent. Advanced includes Foundation and adds major incident, on-call, change, and problem management. Prime includes Foundation and Advanced, along with AI agents and specialists for IT workflows. The product supports Android, iOS, and web. Listed incident-response capabilities include on-call scheduling, escalation policies, post-incident reviews, and stakeholder updates. Pricing is available on request, and there is no free plan. ServiceNow was founded in 2004 and is headquartered in Santa Clara, California. The three plans group capabilities from service and asset workflows to additional operational management tools and AI agents for IT workflows. A status page is not among the listed capabilities.

For and against

For

Foundation includes incident and asset management
Advanced adds change and problem management
Prime includes AI agents for IT workflows
Supports Android, iOS, and web

Against

No free plan
Pricing is available on request
No status page is listed

The verdict

ServiceNow ITSM offers three plans with expanding groups of service-management capabilities. Teams will need to request pricing and match plan contents to their workflows.

Who it suits

ServiceNow ITSM may suit teams organizing IT requests, incidents, assets, and operational workflows. Teams needing on-call or escalation functions can consider the listed Advanced and incident-response capabilities.