What is ServiceNow?
ServiceNow is a cloud platform (PaaS – Platform as a Service) designed to automate and orchestrate IT operations, business services, and enterprise workflows. Launched in 2004 by Fred Luddy, ServiceNow has become synonymous with digital transformation by creating a unified space where people, processes and systems intelligently connect..
At the core of the platform is the Now Platform — also known as ServiceNow AI Platform — which provides the technology foundation for all ServiceNow applications, from IT management to security and HR The platform follows a unified data model, secure monolithic architecture and low-code/no-code capabilities, facilitating agile and standardized development..
Initially focused on IT Service Management (ITSM), competing with giants such as IBM and HP, ServiceNow has expanded into areas such as IT Operations Management (ITOM), IT Asset Management (ITAM), Security Operations, HR Service Delivery, Field Service Management, Customer Service Management, among others..
Recognition for its integrated, reliable, and flexible architecture has earned ServiceNow a presence in 85% of Fortune 500 companies..
What does the ServiceNow platform do?
Below are the main uses and benefits:
1. Automates processes and workflows
Allows you to replace manual or spreadsheet operations with automated flows (such as approval, requests, onboarding, incidents), improving agility and reducing errors.
2. Offers service catalog and portal
Internal and external users access intuitive portals to request services — from IT to HR, legal, facilities — keeping everything in a unified database.
3. Manage assets and CMDB
Central repository (CMDB) identifies, tracks and visualizes relationships between assets, reducing risk and optimizing IT.
4. IT Operations (ITOM)
Provides monitoring, automatic infrastructure discovery and failure prevention, with full visibility into services.
5. Device Management (ITAM)
Control the life cycle of physical and digital assets, optimizing investments and license compliance.
6. Security and compliance
Detect, prioritize, and respond to threats with automatic orchestration over integration between security events, audits, and processes.
7. Customer Service (CSM)
Unified portals, automation, and intelligent triage enable faster resolution of customer requests.
8. HR and onboarding
Simplifying the steps for hiring and integrating new people, reducing errors and improving the employee experience.
9. Low-code/no-code development
App Engine allows business analysts to create custom applications via a visual interface, accelerating deliveries.
10. Integrated Artificial Intelligence
Features like Now Assist, AI Agents, Predictive Intelligence, and RaptorDB offer intelligent automation and advanced analytics.
Key Benefits of the ServiceNow Platform
• Operational simplification: Modern interface connects systems and makes use easy
• Strategic automation: organizes and executes workflows with a direct impact on results
• Scalability and agility: a single environment allows rapid adaptation to changes
• Unified view of data: Single model eliminates silos and increases insight accuracy
• Corporate security: platform with active encryption, governance and compliance
Essential Platform Components
| Component | Main function |
|---|---|
| Now Platform | Database, integration, interface, security |
| App Engine | Low-code development |
| Integration Hub | Connectivity with external systems |
| Predictive Intelligence | Forecasting and Intelligent Automation |
| RaptorDB | Ultra-fast database (launched in 2024) |
| Now Assist & AI Agents | Generative AI for support and automation |
| CMDB & CSDM | Inventory and mapping of assets and services |
Conclusion
ServiceNow is more than an IT solution — it's a integrated digital transformation environment, powered by intelligent workflows, data analysis and advanced automation that can be used for the areas of IT, customer service, HR, security, legal, facilities and operations in medium to large companies. Understand what ServiceNow is and how the platform transforms IT. Talk to 4MATT and accelerate your digital governance and automation journey.