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Introduction To Servicenow

· 4 min read
Kaustubh Kulkarni

ServiceNow is a cloud-based software company that provides enterprise IT service management (ITSM) solutions. The company's platform allows organizations to automate their IT processes and workflows, manage incidents and service requests, and provide a single source of truth for IT operations. The purpose of this document is to provide a comprehensive introduction to ServiceNow, including its history, platform, modules, applications, integrations, and benefits.


ServiceNow was founded in 2004 by Fred Luddy, a former CTO of Peregrine Systems. Luddy wanted to create a cloud-based platform that could simplify and automate IT service management processes, replacing the outdated and cumbersome software that was commonly used at the time. Luddy's vision was to create a platform that would allow IT teams to work more efficiently and effectively, while also providing better visibility and control over their operations.

ServiceNow initially focused on providing ITSM solutions, but has since expanded its platform to include ITOM, ITBM, and CSM modules and applications. The company went public in 2012 and has since grown rapidly, with a market capitalization of over $100 billion as of 2021.


The ServiceNow platform is built on a proprietary framework called the ServiceNow Platform, which uses a single data model to store all information related to an organization's IT services. This allows for easy integration between different modules and applications within the platform, as well as with external systems.

The platform is designed to be highly customizable and flexible, with a range of configuration options available to meet the specific needs of different organizations. The platform also includes a range of tools for building custom applications and workflows, allowing organizations to extend the platform beyond the out-of-the-box modules and applications.

Modules and Applications

ServiceNow offers a range of modules and applications that can be customized and configured to meet the specific needs of different organizations. Some of the key modules and applications include:

IT Service Management (ITSM)

ITSM is the core module of the ServiceNow platform, providing a platform for managing incidents, service requests, and other IT-related tasks. ITSM includes a range of sub-modules, including:

  • Incident Management: provides a platform for tracking and managing IT incidents, including issue categorization, prioritization, and resolution.
  • Service Request Management: provides a platform for managing service requests from users, including requests for access, hardware, and software.
  • Problem Management: provides a platform for identifying and resolving the root cause of IT issues, reducing the likelihood of recurring incidents.
  • Change Management: provides a platform for managing changes to IT infrastructure and services, ensuring that changes are properly planned, documented, and approved.

IT Operations Management (ITOM)

ITOM provides a platform for monitoring and managing an organization's IT infrastructure, including servers, networks, and applications. ITOM includes a range of sub-modules, including:

  • Event Management: provides a platform for monitoring IT events and alerts, and automating responses to common issues.
  • Service Mapping: provides a platform for mapping the dependencies between IT services and infrastructure, improving visibility and understanding of IT operations.
  • Discovery: provides a platform for discovering and mapping IT infrastructure and services, including hardware, software, and network devices.
  • Orchestration: provides a platform for automating common IT tasks and workflows, reducing manual effort and increasing efficiency.

IT Business Management (ITBM)

ITBM provides a platform for managing IT projects and portfolios, including resource allocation and financial management. ITBM includes a range of sub-modules, including:

  • Project Portfolio Management: provides a platform for managing IT projects, including project planning, resource allocation, and financial management.
  • Agile Development: provides a platform for managing agile software development processes, including sprint planning, backlog management, and release management.
  • Financial Management: provides a platform for managing