ServiceNow ITSM

ServiceNow ITSM is the IT service management product on the ServiceNow platform. It handles incidents, service requests, changes, problems and a service catalog, with a configuration management database underneath that links tickets to the systems they affect.

Its AI features suggest categories and assignment groups for new tickets, summarize long ticket threads for the next agent, and power a virtual agent that answers common requests in chat or the portal. Larger IT teams use it to run change approval boards, report on service levels and connect IT work to HR or facilities processes on the same platform.

It is built for large organizations and usually needs a partner or in-house administrators to configure. Before you scope it, check which AI features your license tier includes and how much CMDB data you will need to populate for the routing to work well.