The Everything Guide to ServiceNow: Products, Pricing, and Benefits Explained

Founded in 2003 as an IT management company, ServiceNow today connects people, functions, and systems across organizations worldwide, empowering 85% of Fortune 500 companies.

ServiceNow is rapidly growing, supporting the growth of organizations of every size in every industry.

Why do enterprises, even Fortune 500 companies, heavily rely on it? What is ServiceNow, how does it work, its offerings, and how much does it cost?

This guide to ServiceNow will delve deep into each question, helping you understand ServiceNow and why it deserves your attention.

So, let’s get started.

What is ServiceNow?

ServiceNow is an AI-powered cloud-based platform helping organizations to automate, orchestrate, and optimize digital workflows across business areas, including IT, HR, customer service, sales, operations, and industry-specific functions.

Simply said, ServiceNow is a platform that manages the behind-the-scenes work in an organization to automatically move information and tasks where they need to go, from processing employees’ IT requests to resolving customers’ issues.

ServiceNow uses a multi-instance architecture, which means each customer gets their own separate instance of the platform. This ensures data isolation, security, and allows businesses to customize and manage their environments independently.

This is what ServiceNow is and why it is used for. Businesses of all sizes can use this platform to manage their digital operations more efficiently and effectively, resulting in cost savings and productivity gains.

How does ServiceNow work?

At a simple level, ServiceNow tracks, organizes, and automates service requests and activities across different lines of the business. This allows the personnel to focus on what counts, rather than laborious manual tasks eating up productivity.

Here’s how it’s done.

Let’s say John at your organization needs a new computer. He logs into the ServiceNow portals (it’s similar to online request forms). He fills the forms with all the information, like processor requirements, model, software needs, etc. ServiceNow will automatically route this request to the appropriate IT team. The IT team will be notified about the request, and they can approve it, order the new computer, and track its progress.

John can track the progress of the ticket, and whenever the new computer is ready, he will be notified to pick it up.

This is how ServiceNow tracks, organizes, and automates service requests.

As a whole, ServiceNow transforms the old, manual ways of working into modern digital workflows, so employees can get what they need and when needed. The ultimate benefit of it is productivity gains, improved service quality, and faster resolution time.

ServiceNow products

ServiceNow has a range of products tailored to meet the specific needs of businesses. Here we have outlined some of the most commonly used ServiceNow products according to their use case that are helping businesses globally to achieve their desired outcomes.

ServiceNow IT management products

IT Service Management (ITSM): An integrated solution for managing and delivering IT services while complying with the business objectives. By following ITIL (IT Infrastructure Library) standards, ServiceNow ITSM assures that the right people get the right IT services at the right time, resulting in improved service quality.

IT Operations Management (ITOM): A solution to help organizations monitor, manage, and optimize their IT infrastructure and services to achieve optimal operation of all the technology and work to fix issues proactively. ServiceNow ITOM capabilities include handling underlying infrastructure such as networks, servers, and devices.

Strategic Portfolio Management (SPM): Previously known as IT Business Management (ITBM), ServiceNow SPM assists enterprises in decision-making on which Initiatives, projects, or investments best line up with their organization’s goals. So, enterprises can optimize their resources like time, money, and people in the most feasible way to achieve goals.

IT Asset Management (ITAM): A unified solution that keeps track of all the company’s IT assets, like software, hardware, cloud, and on-premises, across their lifecycle. ServiceNow ITAM helps with visibility into asset utilization, health, and availability, along with managing procurement, maintenance tracking, retirement, and disposal processes.

ServiceNow CRM products

Customer Service Management (CSM): It helps organizations to connect people, data, and processes on a single platform to improve every aspect of the customer lifecycle. From automating customer support processes to facilitating communication across cross-functional teams, ServiceNow CSM empowers agents with in to resolve customer issues efficiently.

Field Service Management (FSM): A unified solution for organizations to deliver hassle-free field service experiences to both employees and customers. ServiceNow FSM ensures that the right field agent with the right skills and tools reaches the right location at the right time.

Sales and Order Management: A unified solution for automating the end-to-end sales process from lead capturing, quote creation, order management, to fulfillment and post-sales support.

ServiceNow employee experience products

HR Service Delivery (HRSD): It is a one-stop shop for employees to get answers, guidance, and support easily throughout their lifecycle. For HR teams, it cuts down the manual work, such as onboarding, document management, offboarding, and more, with the help of configurable automated workflows.

Talent Development: Formerly known as Employee Growth and Development, it helps organizations to map employees’ skills, identity gaps, and recommend upskilling opportunities to stay adaptable for future workforce needs.

Workplace Service Delivery (WSD): A platform that helps companies manage and streamline workplace operations. It allows employees to reserve workspaces, report incidents, submit service requests, and more. Workplace managers can manage assets, track contracts, and optimize their usage, all from a single platform.

Legal Service Delivery (LSD): A digital platform that streamlines workload management for legal teams. It replaces the manual email and spreadsheet process with a digital experience, making sure that each legal request of employees is handled in a timely and professional manner.

ServiceNow cybersecurity and resilience products

Security Operations (SecOps): A Security Orchestration, Automation, and Response (SOAR) tool built on the Now platform. It automates the prevention and response to cyberattacks, allowing companies to handle their security operations more proactively.

Integrated Risk Management (IRM): It is a unified solution that helps organizations to identify, assess, prioritize, and mitigate risks from various departments.

Business Continuity Management (BCM): As the name suggests, it is a solution that helps organizations recover effectively from business disruptions. It visualizes the key dependencies and crisis impact to help decision-makers implement informed recovery workflows.

Third-Party Risk Management (TPRM): It facilitates companies to monitor and assess the risks brought by third parties. A third party is any supplier who works with the company and has access to sensitive information. TRPM keeps track of compliance with regulations, manages risks, and ascertains that company policies are followed. When an issue is detected, it can be prioritized based on severity and routed to the appropriate team for prompt action.

ESG Management: It is a platform that helps companies track and manage their Environmental, Social, and Governance (ESG) programs. Providing a comprehensive ESG picture in one place, including material topics, goals, and disclosures.

ServiceNow finance and supply chain management products

Sourcing and Procurement Operations (SPO): A robust tool that collects and records the procurement requests from different lines of business. Automating the multiple mundane tasks enables the sourcing and procurement teams to focus more on strategic priorities. The real-time analytics capabilities pave the way to better decision-making.

Accounts Payable Operations (APO): A process automation tool for finance departments enabling them to simplify and coordinate the activities required to pay suppliers accurately. These activities include invoice submission, data entry, matching invoices with purchase orders, and more.

Supplier Lifecycle Operations (SLO): It helps companies manage the end-to-end relationship with suppliers. From onboarding new suppliers to controlling spending, supplier activities management, and collaboration, SLO facilitates all these from a single platform. So companies can manage and build healthy relationships with their suppliers.

ServiceNow hyper automation and low-code products

Automation Engine: This platform serves dual benefits. First, it helps companies connect the different systems they use together. Second, it helps companies to quickly build automation using the declarative interface, with no code required.

Integration Hub (IH): It helps the companies to integrate ServiceNow with external platforms using common protocols such as APIs, JDBC, PowerShell, etc. This allows you to visualize the data from third parties on the ServiceNow platform, resulting in a single source of truth. Furthermore, the integration Hub can automate the process of exchanging data between ServiceNow and other systems.

App Engine: It is a platform that allows companies to build custom applications and digital workflows tailored to their business needs. A low-code development environment enables even non-technical persons to build applications with no or minimal code requirements.

ServiceNow data security and privacy products

ServiceNow Vault: A comprehensive security solution that helps enterprises protect sensitive data, security, privacy, and compliance. It offers a suite of premium controls, including Platform Encryption, Data Anonymization, Code Signing, Secrets Management, and Log Export Service. These features not only enhance the security posture of an organization but also ensure regulatory compliance.

ServiceNow AI products

AI Agents: They are intelligent autonomous agents capable of understanding contexts, reasoning, and executing tasks independently across multiple business facets, including HR, IT, customer service, finance, and more.

Now Assist: A generative AI-powered platform helping organizations with virtual agents for conversational support, case summaries generation, content creation, and more.

AI Control Tower: As the name suggests, it is a centralized platform helping organizations to manage, govern, and optimize AI assets, be it ServiceNow-native or third-party integrated.

Why should a business consider ServiceNow?

Knowing ServiceNow products and their capabilities, you might understand why you should consider ServiceNow and what benefits are achievable. Here is some additional information that will draw your attention to the benefits of the ServiceNow platform;

Ultimate business hub: Everything you need in one place

The ServiceNow product suite spans various business operations from IT service management, IT operations management, HR Service Delivery, Customer Service Management, etc.

All these products serve specific purposes, helping businesses create a consistent and integrated experience across all business functions.

Maximizing productivity and creating great experiences

ServiceNow is a robust workflow management platform that allows companies to automate repetitive tasks across different lines of business. So, employees can spend their most strategic work, ultimately driving better productivity.

7-Eleven Inc., an American convenience store chain, leveraging the automation capabilities of ServiceNow, reduced the resolution times by 75% and improved the resolution rates by 205%. With the ServiceNow Customer Service Management platform’s automated routing capabilities, the organization ensured that the right agent was working on the right case. As a result, agents can solve issues faster, and customers have a better experience.

This is how ServiceNow is powering modern workplaces to boost their productivity and cultivate better experiences for both customers and employees.

Proactively manage risk, security, and cost

ServiceNow uses a centralized repository called “Configuration Management Database (CMDB)” that acts as the single source of truth for the information related to your organization. This offers you complete visibility and infrastructure about your IT assets, their configuration, and the relationship between them, enabling rapid identification and response to issues that might affect business operations.

This information keeps updating in real-time; therefore, you can not only respond faster but also anticipate issues.

ServiceNow is rapidly adopting AI and machine learning to develop self-handling capabilities. It can identify the higher security areas, root causes, or problems, and fix them without human intervention.

Tracking the entire lifecycle of software assets, it recommends the business’s suggestions to optimize their usage, resulting in optimized spend.

ServiceNow uses its products internally to proactively manage risk, security, and cost. The outcomes achieved by ServiceNow are certainly noteworthy;

• 58% fewer critical outages
• 25% of issues proactively prevented thanks to AIOps
• 94% employee satisfaction
• 20% reduction in security threat response time.

Managing ESG programs

With each turn of the calendar, challenges like the growing climate crisis, higher energy costs, and changing customer demand grow more urgent.

ESG (Environmental, Social, and Governance) programs have become fundamental to successful and environmentally accountable businesses in the future.

ServiceNow offers a comprehensive view of the organization’s ESG programs, like material topics, ESG goals, metrics, etc. So companies can understand their ESG programs and plan the future accordingly to ensure ESG compliance. Regular monitoring of ESG programs enables the organization to optimize its ESG programs.

Scalability

When it comes to the cloud, scalability is certain. Supporting the growth of your business, the ServiceNow platform can be easily scaled to meet the high computational needs of your growing enterprise.

Furthermore, ServiceNow’s commitment to being on top of cutting-edge technology trends helps your business to stay ahead in its digital transformation.

Customizations

Have unique business needs? ServiceNow offers a wide scope of customization opportunities, enabling businesses to tailor the platform to fulfill their requirements.

It offers the following customizations;

• Extending existing tables
• Building new applications on the Now Platform to address your unique business needs
• Modifying baseline business rules
• Supports building complex custom integrations
• User interface customizations

The benefits of ServiceNow are a never-ending loop. These were some of the intuitive benefits we have discussed here. To learn more about what benefits ServiceNow can deliver for your business, ServiceNow consulting services are the best option.

ServiceNow pricing

How much does ServiceNow cost? Is it too expensive? These are the questions a business boils down to while considering ServiceNow.

ServiceNow doesn’t disclose the pricing of its products, making it hard to get a cost estimation. It works on a custom quote model where the following details of businesses are evaluated to estimate ServiceNow pricing;

• Detailed assessment of your business’s unique needs.
• Industry and geographical region
• Business size and revenue
• Product suite, packages, and licenses

Since these factors vary from business to business, the best practice for determining how much ServiceNow costs is connecting with a ServiceNow consulting services provider.

Final take

ServiceNow is digitalizing the companies to enable them to deliver the next-gen experiences for customers and employees and offering tailored solutions for different industries, including education, retail, financial, retail, government, and healthcare, to solve their challenges.

Some of the world’s leading Fortune 500 companies, including Coca-Cola, Goldman Sachs Group, JPMorgan Chase, Microsoft, etc., use ServiceNow. ServiceNow is also being used by some of the world’s small and mid-sized businesses, such as SEO Inc., The Morning Bulletin, HTS Inc. Consultants, and more.

This platform is tailored to meet the needs of businesses of all sizes across all industries.

Cyntexa is a registered ServiceNow Consulting & Implementation Partner that helps organizations unlock the full potential of the AI Platform. Our ServiceNow implementation services are designed to streamline workflows, automate processes, and deliver measurable business outcomes.

If you’re exploring how ServiceNow can streamline your operations or looking to implement specific modules, feel free to schedule a consultation call with us to get started.

AUTHOR

Shruti

ServiceNow, Sales Cloud

Shruti is a ServiceNow Consultant with 5+ years of experience across ServiceNow ITSM, AWS, Salesforce Loyalty Management, and managed services. She blends technical expertise with strategic insights to deliver transformative IT services and CRM solutions that enhance efficiency and customer satisfaction.