All of our products are built on a single platform, which is the foundation
for all of our cloud-based services. Our platform allows our customers to create
a single system of record for their systems and workflows, and it is the foundation
of our ability to deliver specific enterprise applications and services. Our
single system of record also allows customers to complement their other vertical
applications and achieve various business objectives such as better data integrity,
faster updates and better responsiveness to user needs. Among the most popular
services that our platform supports are workflow automation, electronic service
catalogs and portals, configuration management systems, data benchmarking, performance
analytics, encryption and collaboration and development tools. Our platform
also enables developers in IT and other departments across the enterprise to
create, test and deploy their own applications within an integrated development
environment while leveraging the single data model and common services of our
platform.
Information Technology (IT)
We have three product suites focused on meeting the challenges of enterprise
IT management and operations. Our IT Service Management (ITSM) product suite
defines, structures, consolidates, manages and automates IT services that are
offered to an enterprise’s employees, customers and partners. Among its
capabilities, our ITSM product suite records incidents, remediates problems
and automates IT asset management. Our second product suite, IT Operations Management
(ITOM), connects a customers physical and cloud-based IT infrastructure with
our applications and platform. It identifies a customers IT infrastructure
components (e.g., servers) and associated business services (e.g., email) which
are dependent upon that infrastructure. It also maintains a single data record
for all IT configurable items, which allows our customers to exercise control
over their on-premises or cloud-based infrastructures and orchestrate key processes
and tasks. Finally, our IT Business Management (ITBM) product suite enables
customers to manage their IT priorities, including the scope and cost of IT
projects, the development of software related to those projects and the overall
management of the customers IT project portfolio.
Customer Service
Our customer service management product defines, structures, consolidates,
manages and automates customer service cases and requests. It allows common
customer requests such as password resets to be automated with out-of-the-box
self-service, and for other cases it routes work from the customer service agent
to field service, engineering, operations, finance or legal personnel to resolve
the underlying issues. Our field service management application allows field
service agents to be effectively assigned, deployed and managed on the same
underlying customer service management platform that created and managed the
customer incident.
Human Resources (HR) Service Delivery
Our HR service delivery product defines, structures, consolidates, manages
and automates HR services related to employee requests. HR service delivery
capabilities include HR case management, employee self-service, knowledge management
and management of employee lifecycle events such as onboarding, transfers and
off-boarding.
Security Operations
Our security operations product defines, structures, consolidates, manages
and automates security operations management requirements of third-party and
other sources of security alerts from a customers infrastructure. Security
operations management capabilities include security incident management, threat
enrichment intelligence, vulnerability response management and security incident
intelligence sharing. Our governance, risk and compliance product defines, structures,
consolidates, manages and automates cross-functional governance, risk and compliance
workflows such as compliance controls and risk mitigation.
Professional Services
Our professional services include process design, implementation and configuration,
and optimization services to help customers achieve their business objectives
and derive value from their ServiceNow investment. We also offer strategic services
to customers embarking on significant business transformations to reimagine
their service management strategy and roadmap - from first insight to final
implementation. Our network of partners also provides professional services
and training to our customers.
We provide an expansive portfolio of training and certification programs for
service management across IT, HR, customer service, and other departments. Flexible
training options, plus topic- and role-based content, help engage our customers
employees, optimize business processes and enhance efficiency.
Customer Support
As part of their subscription, customers receive support 24 hours a day, seven
days a week around the globe, from technical resources located in the United
States and internationally. We also offer self-service technical support through
our support portal, which provides access to documentation, knowledge base articles,
online support forums and online incident filing.
Our Technology and Operations
We designed our cloud-based services to support global enterprises. We operate
a multi-instance architecture that provides each customer with its own dedicated
application logic and database. This architecture is designed to deliver high-availability,
scalability, performance, security and ease of upgrading. We have a standardized
Java-based development environment, with the majority of our software written
in industry-standard software programming languages. Our cloud infrastructure
primarily consists of industry-standard servers and network components. Our
operating system and databases are Linux, and MySQL and MariaDB.
Our data centers operate in paired configurations to enable replication for
high-availability and redundancy. We operate data centers in Australia, Brazil,
Canada, Hong Kong, the Netherlands, Singapore, Switzerland, the United Kingdom
and the United States.
We offer customers the option to deploy our services on dedicated hardware
in our data centers. Our architecture also gives us the added flexibility to
deploy our services on-premises at a customer data center in order to support
regulatory or security requirements, and a minority of our customers have elected
to do so. The customer support we provide for on-premises customers is similar
to the support we provide to customers deployed in our own managed data centers.
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