ServiceNow

Overview

ServiceNow provides an enterprise-grade, AI-enabled workflow platform that governs, secures, and optimizes AI-driven processes across an organization. The platform connects people, processes, and data to automate and orchestrate work across IT, operations, security, risk, HR, facilities, customer service, and other functions. The core offering centers on the Now Platform, Now Assist, AI agents with human-in-the-loop governance, and integrated tools to monitor, test, and manage AI use.

Platform and technology

• Now Platform architecture supports AI, data, and workflows across the enterprise, enabling cross-department collaboration and multi-system orchestration.
• AI capabilities include Now Assist, thousands of out-of-the-box AI agents, and options to integrate third-party or proprietary models. Governance features provide monitoring, guardrails, dataset management, benchmarking, and performance analytics.
• Data layer and performance are built on a single Workflow Data Fabric that connects diverse data sources in real time without moving data. RaptorDB serves as a high-performance database to support large workflow transactions with low latency.
• Workflow orchestration covers end-to-end processes (for example, employee onboarding that triggers IT provisioning, payroll, compliance checks, and facilities access), automating routine tasks and enabling intelligent routing.
• ServiceNow issues two major platform upgrades each year to add products and functionality.

Product areas and offerings

ServiceNow groups products into four areas:

• Technology: IT-focused products such as ITOM, ITSM, RM, Asset Management, Security Operations, and Now Assist for automation and AI-enabled guidance.
• CRM and Industry: Customer-facing workflows for sales, service, field service, and industry-specific solutions (CSM, FSM, SOM, and industry apps).
• Core Business: Internal operations including HR, legal, finance, and facilities (HR Service Delivery, Workplace Service Delivery, LCO, SPO, WSD) with Now Assist support.
• Creator and Other: Low-code/no-code development (App Engine), data integration (Workflow Data Fabric), and developer tools with AI-assisted development capabilities.

Customers, workforce, and go-to-market

• Customers: Approximately 8,700 customers across a broad set of industries (as of December 31, 2025).
• Government and public sector: A growing portion of revenue comes from government customers, with corresponding public sector procurement and compliance considerations.
• Sales model: Global direct sales organization selling primarily subscription-based offerings, with some consumption-based components for AI and data solutions. Channel partners include managed service providers and resellers; ServiceNow maintains partnerships with large systems integrators.
• Workforce: 29,187 employees as of December 31, 2025
  • 14,601 in the United States
  • 14,586 international
  • No U.S. employees are represented by a labor union.
• Intellectual property: Over 2,000 issued U.S. and foreign patents (including acquired patents) and more than 580 patent applications pending.

Platform deployment and operations

• Architecture: Multi-instance architecture with dedicated application layers and databases per customer.
• Cloud and data centers: A mix of private cloud and public cloud providers; data centers in North America, South America, Europe, Asia, and Australia with paired configurations for redundancy and high availability.
• Deployment options: Customers may deploy on dedicated hardware within ServiceNow data centers or in customer-managed/third-party data centers to meet regulatory or security requirements.
• Security and governance: A comprehensive cybersecurity program aligned with NIST and other industry standards, with board oversight, third-party risk management, ongoing training, external assessments, and industry certifications and attestations.

R&D and growth initiatives

• Continued investment in research and development to expand platform capabilities, increase the number of applications, and advance AI and mobile automation technologies.
• Ongoing initiatives include Now on Now product feedback loops and Now Next AI co-building with strategic customers to expand AI capabilities across the platform.
• Emphasis on deploying AI within governance frameworks, including guardrails and monitoring.

Acquisitions and partnerships

• Moveworks acquisition to strengthen enterprise search, front-end virtual agent capabilities, and natural language interfaces, enhancing enterprise service and automation.
• Strategic collaborations with major cloud providers and global system integrators, including AWS, Google, Microsoft, NVIDIA, and consultancies such as Accenture, Cognizant, Deloitte, EY, Infosys, and KPMG, to extend market reach and integrate with customers’ ecosystems.

Summary

ServiceNow offers a comprehensive AI-enabled platform to digitize and automate enterprise workflows across IT, security, risk, HR, legal, finance, operations, and customer service. The platform is anchored by a scalable data fabric, governance tools, global deployment options, a broad partner ecosystem, and ongoing investments in AI-enabled workflow innovation.