What Is ServiceNow?
ServiceNow is a powerful cloud-based platform designed to help organisations automate and streamline their workflows. Originally created to optimise IT service management, the platform has evolved into a comprehensive solution addressing challenges across IT, HR, customer service, security, and more.
”ServiceNow is the platform of platforms, enabling organisations to connect people, processes, and technology in one unified ecosystem,” as highlighted by Jeff Thies in this overview video.
At its core, ServiceNow is a cloud-based platform that simplifies and automates enterprise operations. By integrating multiple business functions into a unified system, ServiceNow enables organisations to manage their workflows more effectively and deliver better outcomes.
ServiceNow acts as a single system of record for organisations, replacing outdated processes and disconnected tools. It combines AI-powered automation with easy-to-use dashboards and analytics, making it invaluable for improving decision-making, saving time, and driving business transformation.
“ServiceNow isn’t just a tool—it’s a platform for innovation that helps organisations reimagine how they deliver work,” says Jeff Thies in this video.
What Does ServiceNow Do?
ServiceNow helps organisations automate repetitive tasks, optimise processes, and gain better visibility across departments. The platform provides modules tailored to different business areas, including:
IT Service Management (ITSM):
ServiceNow ITSM streamlines IT workflows, automating incident, change, and problem management. By reducing manual processes, it ensures fast and efficient delivery of IT services.
Customer Service Management (CSM):
ServiceNow CSM enables businesses to enhance customer experiences by automating case management, offering self-service options, and resolving issues quickly.
HR Service Delivery (HRSD):
This module simplifies HR processes, from employee onboarding to payroll queries. HRSD allows employees to access self-service portals, reducing HR workloads.
IT Operations Management (ITOM):
ITOM focuses on providing visibility into IT systems and proactively resolving potential disruptions. It includes monitoring tools that help IT teams identify and address issues before they impact operations.
Security Operations (SecOps):
ServiceNow’s security modules automate threat intelligence and response workflows, helping organisations address security risks faster.
IT Asset Management (ITAM):
ITAM allows businesses to track and manage their software and hardware assets, ensuring they’re utilised efficiently and remain compliant with licensing agreements.
Field Service Management (FSM):
Improves the efficiency of field teams by automating scheduling, dispatching, and on-site task management. FSM ensures field operations are streamlined and cost-effective.
Governance, Risk, and Compliance (GRC):
GRC helps businesses maintain compliance and manage risks with centralised policies, risk assessments, and automated audit management.
DevOps:
DevOps integrates with software development pipelines to improve collaboration between development and operations teams. It helps accelerate software delivery cycles while maintaining stability.
Facilities Management:
ServiceNow optimises facilities operations by managing maintenance requests, space utilisation, and vendor contracts.
Finance Operations Management:
Automates workflows for accounts payable, invoice processing, and financial reporting, ensuring smoother finance operations.
Legal Service Delivery:
Enables legal departments to manage contracts, track cases, and automate routine tasks, freeing time for higher-value work.
Virtual Agent:
Provides AI-powered chatbot solutions to assist with common queries, reducing workloads for support teams. Virtual Agent ensures faster response times and improves the user experience.
As noted in this video, “ServiceNow brings together data and processes to resolve challenges quickly and efficiently.”
What Is ServiceNow Used For?
ServiceNow is used across various industries for a range of applications, including:
- Managing IT Infrastructure: Organisations rely on ServiceNow for monitoring, analytics, and problem resolution in IT systems.
- Improving Customer Support: With automation tools and streamlined workflows, ServiceNow provides a better customer experience.
- Streamlining HR Processes: From employee onboarding to payroll enquiries, ServiceNow simplifies HR service delivery.
- Strengthening Security: ServiceNow automates threat prioritisation and response, reducing vulnerabilities.
“ServiceNow is the backbone of many businesses’ digital transformation journeys,” explains this ServiceNow product guide.
Who Founded ServiceNow?
ServiceNow was founded in 2003 by Fred Luddy. Initially focused on IT service management, the platform has since expanded to include a broad range of enterprise solutions.
Fred’s original goal for ServiceNow was ‘using technology to simplify work experiences for regular people’. This remains the company’s aspiration today.
What Are the Benefits of ServiceNow?
ServiceNow delivers several key benefits, including:
- Improved Efficiency: Automation reduces the time spent on repetitive tasks.
- Enhanced Collaboration: With a single platform, teams across departments can work more effectively together.
- Scalability: ServiceNow grows with your business, adapting to changing requirements.
- Better Decision-Making: Real-time data insights enable faster, more informed decisions.
Why Is ServiceNow Important for Businesses?
ServiceNow is critical for businesses because it provides:
- A Unified System: ServiceNow eliminates silos by connecting disparate systems into a single platform.
- Customisation: Its flexible architecture allows businesses to tailor solutions to their unique needs.
- Innovation Enablement: By automating routine tasks, ServiceNow frees up time for teams to focus on innovation and growth.
As explained in this video, “ServiceNow empowers organisations to reimagine the way they work.”
Final Thoughts
ServiceNow is a game-changing platform that helps businesses automate workflows, improve service delivery, and achieve operational excellence. Whether you’re an IT leader, HR professional, or customer service manager, ServiceNow has the tools to transform how your organisation operates.
Here at Linking Humans, we have been helping companies deliver permanent and freelance experts to ServiceNow partners and End Users across the UK, Europe, the Middle East and North America. We take pride in providing the best possible people to take your business forward. We’re also dedicated to supporting candidates and helping them find the perfect roles to advance their careers.
If you would like to speak to us, then use the “Request Call back’’ at the top of this page or find more ways to contact us here.
Want our latest blogs delivered straight to your inbox? Just enter your details below.
+44 (0) 2381 542542 
info@linkinghumans.com 
