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, ServiceNow AI Platform. It provides the technology foundation for all ServiceNow applications, from IT management to security and HR. Thus, the platform follows a unified data model, secure monolithic architecture and low-code/no-code features, facilitating agile and standardized development.
Initially focused on IT Service Management (ITSM), competing with giants like 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.
Thus, with the recognition of its integrated, reliable and flexible architecture, ServiceNow has a presence in 85% of the companies in the Fortune 500.
What does the ServiceNow platform do?
The platform is comprehensive for service management, intelligent automation, and critical area integration. It offers a variety of advantages for companies. Discover ServiceNow's most relevant features:
Automates processes and workflows
SReplaces manual operations with intelligent digital workflows. It also automates approvals, requests, onboarding, and incident management.
Offers service catalog and portal:
Intuitive portals for employees and customers, centralizing requests in areas such as IT, HR, legal, and facilities.
Manages assets and CMDB
The rcentral repository (CMDB) to map relationships between assets, which reduces risk and optimizes IT infrastructure.
IT Operations (ITOM)
Advanced monitoring and automatic infrastructure discovery. Plus, failure prevention and full service visibility.
Device management (ITAM)
Lifecycle control of physical and digital assets, optimizing investments and license compliance.
Security and compliance
Automatic incident detection, prioritization, and response. This strengthens the integration between audits, events, and security workflows.
Customer service (CSM)
Intelligent automation with AI and chatbots, combined with fast request resolution and improved customer experience.
HR and onboarding
Simplifying the steps for hiring and integrating new people, reducing errors and improving employee experience.
Low-code/no-code development
Creating apps with a visual interface that allows business analysts to participate in development.
Integrated Artificial Intelligence
Now Assist, AI Agents and Predictive Intelligence, plus a RaptorDB database launching in 2024 for high performance
Additionally, ServiceNow has stood out in the use of AI in processes, being the central theme of events such as ServiceNow Summit 2025.
Comparison: ServiceNow vs. other market solutions
There are several platforms on the market that work with digital service management and operations automation. However, ServiceNow stands out for its unified approach, integrating IT, business, security, and customer experience into a single platform. It offers low-code/no-code flexibility, allowing even business areas to build applications without relying entirely on IT. It also provides a catalog of corporate services, covering HR, legal, facilities, customer service, and more. Furthermore, ServiceNow has a secure monolithic architecture, a unified data model, and a modern user experience, facilitating adoption.
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
- Corporative security: platform with active encryption, governance and compliance
Essential Platform Components
Learn about the platform's main components and their main function below:
Maximize the value of your IT assets with ServiceNow
How to Use Servicenow to Optimize SaaS Costs
ServiceNow offers effective solutions for optimizing SaaS costs through strategic IT asset management. Using ServiceNow's SAM module, you can perform a detailed mapping of SaaS subscriptions, identifying idle or duplicate licenses and promoting contract renegotiation based on actual usage. Furthermore, the platform enables process automation, detailed reporting, and integration with FINOps practices, ensuring financial governance and strategic alignment of technology investments. This integrated approach results in immediate savings and lays a solid foundation for more assertive financial decisions in the future.
Read also:
ServiceNow in Brazil: Transforming Work with Intelligent Automation
ServiceNow Partners in Brazil: Meet 4MATT
What does a ServiceNow professional do?
ServiceNow University: Building a Digital Career
ServiceNow AI: How Apriel-1.5-15B Works
AI Innovation and the Digital Future with ServiceNow
Artificial intelligence (AI) is at the heart of ServiceNow's evolution. As such, the company has invested heavily in generative AI, machine learning, and cognitive automation, creating a unique experience for business users.
ServiceNow's Top AI Innovations
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Now Watch: Generative AI-based assistant that helps resolve tickets, create reports, and support employees and customers.
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AI Agents: digital agents capable of automating repetitive tasks, interacting with users and escalating complex demands to humans.
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Predictive Intelligence: uses machine learning to predict failures, suggest solutions and anticipate demands before they even occur.
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RaptorDB: Launched in 2024, it is ServiceNow's ultra-fast database, designed for real-time support of large volumes of data with built-in AI.
The Digital Future with ServiceNow
The trend is toward autonomous operations. This allows workflows to self-adjust in real time, proactively responding to events and optimizing processes without manual intervention.
In other words, this means that:
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The IT department will begin to act more strategically, rather than reactively.
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Business areas will be able to quickly create customized solutions with generative AI and low-code.
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The customer and employee experience will be increasingly personalized, with 24/7 intelligent support.
ServiceNow Partners: Driving Digital Transformation
ServiceNow's success stems not only from the platform itself, but also from the ecosystem of global and regional partners who play a vital role in implementation, customization, and ongoing support.
In this way, the ServiceNow partners assist with efficient implementations, customized solutions, certified technical staff, ongoing support, and ServiceNow governance and compliance.
In Brazil, ServiceNow has many partners who support implementation and maintenance. Thus, 4MATT stands out as a Premier Partner and Best ITx Partner in Latin America, and has accumulated numerous awards and recognition as an expert in ITAM, CMDB, and ServiceNow. After all, 4MATT, an official ServiceNow partner in Brazil, offers implementation, development, and support for complex projects with a consultative approach, ensuring solutions aligned with best practices and the client's business.
Which ServiceNow modules does 4MATT support?
As a ServiceNow Premier Partner, 4MATT works with several modules, including ITSM (service management), ITOM (IT operations), ITAM (asset management), SecOps (security), CSM (customer service), and HRSD (human resources). Additionally, it offers CMDB, Discovery, CSAM, and custom app development services, enabling the creation of integrated and strategic solutions aligned with each company's objectives and process maturity.
FAQ – Servicenow Frequently Asked Questions
1 – What is ServiceNow?
Cloud platform that automates processes and connects people, systems and data.
2 – Which ServiceNow tools?
ITSM, ITOM, ITAM, CSM, HR Service Delivery, Security Operations and low-code/no-code.
3 – How to choose a ServiceNow partner?
Look for experience, certifications, success stories, and ongoing support.
4 – What is it for in practice?
Automates processes, centralizes information and reduces operating costs.
5 – Help with IT asset management?
Yes, it controls the life cycle, ensures compliance and optimizes investments.
6 – Is it just for YOU?
No, it also serves HR, customer service, security and facilities.
7 – What are the immediate benefits?
Greater efficiency, fewer errors, a unified view of data, and task automation.
8 – Does it work in the cloud or on-premises?
In the cloud, with continuous updates, scalability and secure access.
9 – Do you use artificial intelligence?
Yes, with Now Assist, AI Agents, and Predictive Intelligence for insights and automation.
10 – How long to implement?
It depends on the complexity, that is, projects vary from weeks to months with specialized monitoring.
Conclusion
In short, ServiceNow goes beyond an IT solution. It's an integrated digital transformation environment, powered by intelligent workflows, data analytics, 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.