ServiceNow is #1 in Top 10 IT Service Desk software

ServiceNow offers a portfolio of robust cloud-based products that automate and manage IT service relationships across the enterprise. Our products have the advantage of being built on a single cloud platform that consists of one user interface, one code base and one data model, delivering easy, automated upgrades. ServiceNow provides an intuitive and approachable user experience complete with expert services to accelerate time-to-value.

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#1 in Top 10 IT Service Desk software


The best alternatives to ServiceNow are: Freshservice, Salesforce, JIRA, BMC Helix, Zendesk, Cherwell, Workday, ConnectWise

Latest news about ServiceNow

2021. ServiceNow leaps into applications performance monitoring with Lightstep acquisition

ServiceNow has recently completed the acquisition of Lightstep, a startup specializing in applications performance monitoring. By incorporating Lightstep's capabilities, ServiceNow aims to enhance its IT operations offerings. With Lightstep on board, ServiceNow will empower its customers with advanced application performance monitoring capabilities, enabling them to proactively identify and address potential issues before they escalate into major problems that could disrupt websites or applications. In the competitive landscape of application performance monitoring, Lightstep joins the ranks of companies like Datadog, New Relic, and AppDynamics (acquired by Cisco in 2017). The strategic acquisition aligns with ServiceNow's commitment to providing comprehensive solutions for optimizing IT operations.

2021. ServiceNow acquired RPA startup Intellibot

IT service management vendor ServiceNow recently joined the growing trend of embracing robotic process automation (RPA) by acquiring Intellibot, a startup based in India that specializes in RPA solutions. This acquisition aligns with the current industry focus on automating workflows across organizations. RPA offers a means to automate legacy processes, particularly those involving repetitive and mundane tasks typically performed by humans. With this purchase, ServiceNow gains the capability to integrate RPA directly into its platform. Furthermore, the company remains flexible by allowing customers to leverage RPA bots from other vendors if desired.

2021. ServiceNow adds new no-code capabilities

ServiceNow recognizes that the concept of distributed work has propelled the notion of enabling every employee to engage in software building. In light of this, the company has introduced a new domain known as Creator Workflows, aimed at empowering workers to construct customized workflows tailored to their specific requirements. Within this domain, ServiceNow offers a primary development environment that facilitates a user-friendly experience, allowing individuals to intuitively drag and drop the necessary components for constructing workflows that align with their needs. Additionally, templates are available to further streamline the process, providing a framework for common tasks and enhancing ease of use.

2020. ServiceNow is acquiring Element AI, startup building AI services for enterprises

ServiceNow, the prominent cloud-based IT services company, has made a significant acquisition as part of its long-term strategy to establish a dominant presence in the realms of automation and artificial intelligence for enterprises. The company has acquired Element AI, a startup specializing in AI-driven IT services for businesses. This move exemplifies ServiceNow's ongoing efforts to build a modern platform that aligns with the evolving needs of the digital era. Although ServiceNow was established in 2004 and is not considered a traditional legacy business, it strives to position itself as the leading provider of "digital transformation" solutions. This term has gained prominence in the enterprise IT services landscape as organizations urgently adapt to conducting more online, leveraging cloud technologies, and operating remotely in response to global health challenges and future uncertainties.

2020. ServiceNow updates its workflow automation platform

Today, ServiceNow unveiled the latest version of its workflow automation platform, showcasing a range of new solutions tailored for specific industries. Telcos and financial services organizations, in particular, are among the verticals receiving increased attention. This strategic emphasis on verticals represents a continuation of ServiceNow's ongoing expansion beyond its initial focus on core IT management functionalities, which defined the company in its early stages. Furthermore, ServiceNow has introduced additional features to enhance companies' resilience during challenging circumstances, along with the integration of new machine learning-based tools.

2020. ServiceNow to acquire configuration management startup Sweagle

ServiceNow, renowned for its product portfolio that encompasses an IT Help Desk component, has recently completed the acquisition of Sweagle, a configuration management startup headquartered in Belgium. ServiceNow emphasizes that a single enterprise application can consist of up to 50,000 distinct configuration elements. Sweagle has developed a configuration data management platform that utilizes machine learning capabilities to assist customers in streamlining and automating this complexity. Configuration errors have the potential to cause disruptions, security vulnerabilities, and other critical issues for businesses.

2020. ServiceNow acquires AI chatbot startup Passage AI

ServiceNow recently made an acquisition by purchasing Passage AI, a startup specializing in multilingual chatbot development. This acquisition is expected to support ServiceNow's ongoing efforts to modernize its digital service platform. With the integration of Passage AI, ServiceNow gains access to advanced AI technology, aligning with its mission and objectives. The addition of chatbot solutions enables ServiceNow to automate customer/user inquiries, providing efficient and automated responses. Notably, Passage AI also brings an IT automation component that utilizes conversational interfaces for ticket submissions, query handling, and direct action through APIs. Furthermore, ServiceNow benefits from an HR automation feature, offering an intelligent tool for integration across its Now Platform, including ServiceNow Virtual Agent, Service Portal, and Workspaces in multiple languages.

2020. ServiceNow acquires AI-based IT monitoring startup Loom Systems

ServiceNow, a leading digital service company, has completed the acquisition of Loom Systems, an Israeli startup specializing in AIOps (Artificial Intelligence for IT Operations). The financial details of the acquisition were not disclosed. As ServiceNow focuses on digitizing service processes across various domains, IT service operations plays a significant role in their portfolio. Traditionally, organizations would monitor their systems, react to problems, and then investigate and resolve the root causes. However, with the power of artificial intelligence, potential threats to system health can be identified and mitigated proactively, avoiding major issues. Loom Systems' AIOps product offers such capabilities. Through this acquisition, ServiceNow aims to combine Loom Systems' AI innovations with its own AIOps capabilities, enabling customers to prevent and address IT issues before they escalate into significant problems.

2019. ServiceNow teams with Workplace by Facebook on service chatbot

Workplace, Facebook's enterprise collaboration and communication application, has joined forces with ServiceNow to introduce a new chatbot within Workplace Chat, aimed at simplifying employee interactions with company help desks. This integration is applicable to both IT and HR help desk scenarios. By leveraging the capabilities of a chatbot, companies can effectively save time and resources, while employees can receive prompt solutions to common issues. Previously, obtaining such answers would have necessitated navigating multiple systems, making phone calls, or submitting tickets to the relevant help desks. This collaborative effort between Workplace and ServiceNow offers a convenient and immediate approach to addressing employee needs.

2018. ServiceNow integrated with Box

Two leading enterprise cloud providers, ServiceNow and Box, have announced a new integration. This integration allows ServiceNow customers to seamlessly access Box content without the need to switch applications or divert their attention. To benefit from this integration, customers can conveniently obtain the Box plug-in directly from the ServiceNow Store. The plug-in comes with prebuilt workflows designed for common ServiceNow usage scenarios, but it also offers flexibility for customization. For instance, in an HR scenario, a ServiceNow administrator can construct a workflow within the ServiceNow HR application to facilitate the onboarding process for new employees. Utilizing ServiceNow's Flow Designer workflow-building tool, they can effortlessly incorporate all the necessary documents that require signatures, along with other related tasks, into a unified workflow.

2018. ServiceNow created helpdesk-chatbot platform

ServiceNow has introduced a new chatbot building tool named Virtual Agent, which enables developers to create automated bot-driven processes for handling routine helpdesk requests. The company asserts that these bots can be designed to offer end-to-end service. This means that if you inform the bot about needing a new phone, it can access your records, comprehend your current device, and place an order for a new one, all within the same conversation. Additionally, these interactions can take place within popular messaging platforms like Slack or Microsoft Teams. The tool is also applicable to customer service transactions, allowing routine customer inquiries to be handled without involving a customer service representative for answering common questions.

2017. Helpdesk provider ServiceNow bought a design firm

ServiceNow has acquired design firm Telepathy, recognizing the importance of not just providing enterprise-class functionality, but also delivering appealing visual design. It is no longer sufficient for companies to focus solely on delivering good functionality; they must ensure that it appeals to both IT administrators in terms of administration and end users in terms of design and ease of use. Prior to this recent announcement, ServiceNow has made seven acquisitions since 2013.

2014. ServiceNow adds more Enterprise features

ServiceNow, the provider of cloud-based IT service management, has introduced a range of new products and features specifically designed for large enterprises. These additions aim to enhance various aspects of the service, including custom application creation, service automation, executive decision-making, and user experience. Notably, the Facilities Services Automation product offers visualizations of incidents within company facilities, allowing facilities managers to effectively address issues related to security and waste disposal by tracking building configurations on floor-plan visualizations. Another feature called Service Creator enables individuals without technical expertise to build simple applications. Additionally, the CIO Roadmap offers timeline visualization capabilities that display prioritized investment decisions across different business functions. These new capabilities are built on the ServiceNow platform and utilize a common data model shared across the company's entire portfolio.