ServiceNow Overview
Strategic positioning and conversation frameworks for C-level engagement
ServiceNow Spotlight
What is ServiceNow?
"ServiceNow is the AI Control Tower for business reinvention: a single platform that orchestrates people, processes, and AI across every system in your enterprise. Like one clear pane of glass, it sits above all your existing systems and makes them work together, so instead of employees and customers wrestling with dozens of disconnected tools and manual processes, the work just flows.
Put simply, and in language that tends to land with non-technical boards: ServiceNow is the central nervous system of the enterprise. It is the coordinating layer that senses what's happening across every system and makes the right parts of the business respond together. Muscles, organs, memory, reflexes: all individually capable, but worthless without the nervous system that connects them. That's the role ServiceNow plays above your systems of record.
In an era where every vendor is selling AI, ServiceNow doesn't just deploy AI. It governs and orchestrates AI across your entire technology estate. Microsoft, Google, Salesforce, custom models: all visible, all governed, all working together from one place.
85% of Fortune 500 companies use ServiceNow. That's roughly 425 of the largest companies in the United States. The company now serves nearly 8,400 organizations globally, and 70% of existing customers increased their investment last year, contributing to a 120% net expansion rate and a consistent renewal rate of 98%.
It's a remarkable footprint that speaks to how deeply embedded the platform has become in large enterprise operations, and why ServiceNow is positioned to be the defining enterprise software company of the AI era.
Don't just take our word for it. In 2026, NVIDIA CEO Jensen Huang said: 'ServiceNow is destined to be the best platform, the operating system of enterprise AI agents.' When the person who builds the infrastructure for AI identifies your platform as the operating system for enterprise AI agents, that's validation boards understand."
Systems of Record vs Systems of Action
"You've spent billions on systems of record: Workday, SAP, Salesforce, Microsoft. They're excellent at storing data. But work doesn't live inside any one of them. And now every one of those vendors is selling you AI agents, each operating in its own silo.
When a new executive joins, who makes sure IT, HR, facilities, security, and their manager are all coordinated before day one? When a key customer escalates, who mobilises legal, finance, and operations in the same hour, not the same week? When you deploy AI across the enterprise, who governs what each agent can access?
Right now, your people are the integration layer. That's expensive talent doing low-value work. And there's no human-scale way to govern dozens of AI agents across fragmented systems.
Systems of record store information. An AI Control Tower orchestrates outcomes and governs AI. Microsoft, SAP, and Workday know the difference. That's why they partner with ServiceNow rather than compete, and why Microsoft chose ServiceNow's AI Control Tower to govern all of their AI agents.
The question for your board: do you have an AI Control Tower, or are your people filling that gap manually?"
What Makes ServiceNow Different (System Bias)
"Most enterprises have great systems, the problem is work doesn't live inside any one of them. It crosses boundaries. That's where things break down. The average enterprise now runs 367 different applications. And with AI agents proliferating across the enterprise, that fragmentation is about to get exponentially worse.
Here's the uncomfortable truth: despite record investment in AI, enterprise AI maturity actually declined 20% year-over-year. Companies are spending more and achieving less. Why? Because they're deploying AI into siloed systems without a way to orchestrate or govern it.
Think of ServiceNow as the AI Control Tower for your enterprise. One platform that reaches into every corner — IT, HR, customer service, finance, operations — all running on the same technology, the same data model, the same architecture. And critically, one place to govern every AI agent, regardless of which vendor built it.
That's genuinely rare. Most vendors solve one domain well, then bolt on acquisitions. You end up with five products stitched together, each with its own logic, its own database, its own upgrade cycle, and now five different AI strategies. ServiceNow was built differently. One platform from the start. When you expand from IT into HR or customer service, you're not integrating another system. You're turning on more of what's already there.
That's why companies end up consolidating onto it. Not because they planned to, but because once something genuinely works across the enterprise, the redundancy everywhere else becomes hard to ignore. IBM retired 20% of their applications after implementing it properly, not because they set out to, but because the overlap became obvious."
What Makes ServiceNow Different (Outcome Bias)
"Every CEO I speak to is wrestling with the same thing: they've invested heavily in technology, but the organisation still feels slower than it should. Talented people spend their time navigating internal complexity instead of serving customers or driving growth. And now they're being asked to deploy AI — fast — without a clear way to govern it.
The issue isn't the technology. It's that work doesn't stay inside any one system. A customer problem ripples across service, operations, engineering, finance. A new hire needs IT, HR, facilities, security, their manager, all coordinating. These moments define how your company feels to customers and employees, and they fall in the gaps between your systems.
That's what ServiceNow solves. Not by adding another tool, but by becoming the AI Control Tower that orchestrates how work actually gets done. When a customer escalates, the right people — and the right AI agents — mobilise immediately. When you deploy a new AI capability, it's governed from day one. When you acquire a company, integration doesn't stall because every department is working from different playbooks.
Companies don't expand with ServiceNow because of the technology. They expand because their people move faster, their AI is controlled, their customers get better outcomes, and friction that used to feel inevitable starts to disappear."
How to Frame ServiceNow at CEO Level
The core platform positioning, in Tom's words:
"There is no platform on the planet that is a system of record for work, except for ServiceNow."
"Copilot is not exempted. Copilot is not governed. Copilot is not visible. Anthropic is not set up to be an AI control tower for the enterprise. ServiceNow is."
The founding vision, re-stated:
The founding vision was never to sunset ERPs. It was to connect them. To make work happen in the way that matches the mental model of the person, rather than the organisational model of the enterprise. IT was just a detour the market required. The horizontal platform story is now back.
Three principles for how to carry the conversation:
Don't lead with "what are your pain points?". Lead with the universal pain points: growth, cost, digital sprawl, staying out of jail, avoiding bad tech bets. Ask if they're the same themes the customer is dealing with. You're a peer, not a discovery call.
Keep the conversation at CEO level, not CIO level. Knowledge graphs, AI orchestrators and integration architecture are rabbit holes. The CEO wants to know one thing: is ServiceNow one of my five strategic partners?
Drop strategic propositions, not product recommendations. You don't need to be the SME. "There's a lot of Salesforce fatigue in the market, if that's relevant, I can make an introduction" doesn't require you to back up the full CRM case.
Four analogies that land with non-technical audiences:
The Tesla shift. You used to buy a fixed car for 15 years. Now you buy a continuously evolving platform. The "you're building a Cadillac when you need a Toyota" objection is dead. Because no one's building a fixed object anymore.
Non-regrettable moves. In a period of rapid change, some tech bets will be wrong. AI governance, data strategy, and ServiceNow as platform are non-regrettable regardless of which AI provider wins.
ServiceNow as the ERP for IT. A phrase that resonates with the biggest fans and creates a bridge to the broader platform story.
Salesforce as a suite, not a platform. Salesforce is branded capabilities with glue. SAP is a suite. ServiceNow is the only one designed horizontally from the start.
GPS vs Air Traffic Control: A Board-Level Distinction
"Every vendor is now selling you AI. The question is: what kind of AI, and what role is it playing?
Think of it this way: GPS helps a single driver get to their destination. Air Traffic Control coordinates every plane in the sky.
Microsoft Copilot, ChatGPT, and similar tools are GPS. They're brilliant at helping individuals be more productive. They draft emails, summarise documents, answer questions. That's genuinely valuable.
But an enterprise doesn't run on individual productivity. It runs on coordinated outcomes. When a customer escalates, you need service, legal, finance, and operations moving together. When you deploy AI across the business, you need governance over what every agent can access and do. When you acquire a company, you need integration that doesn't stall because every department is working from different playbooks.
That's Air Traffic Control. That's orchestration at enterprise scale.
The question for your board: are you investing in GPS, Air Traffic Control, or both? And who's playing the Air Traffic Control role for all your AI agents?
ServiceNow is the AI Control Tower. It's Air Traffic Control for the enterprise."
Integration Landscape (Microsoft, Workday, SAP)
"The moments that define your company—how fast you respond to a customer crisis, how a new hire experiences their first week, how quickly you integrate an acquisition—none of those live inside a single system. They cross every boundary you have.
Your Workday system knows someone started Monday. But a seamless first day needs IT, facilities, security, their manager—all moving together. Your SAP instance holds the contract details, but resolving a dispute needs legal, finance, and customer service in sync. Your Microsoft 365 environment is where people collaborate, but the work behind that collaboration—the approvals, the handoffs, the escalations—all need orchestrating.
These are the experiences that shape how customers and employees feel about your organisation. And right now, your people are the ones stitching it together manually—chasing approvals, copying information between screens, filling the gaps your systems leave behind.
What's interesting is that Microsoft, SAP, and Workday all recognise this gap—which is why they've built deep partnerships with ServiceNow. They're not trying to solve this problem themselves. They know their job is to be brilliant systems of record. The orchestration layer (system of action) is a different discipline entirely.
The question worth considering: who's playing that role in your organisation today? Is it a platform—or is it your people?"
Zero-Copy Integration: No Rip-and-Replace
"Major transformation projects often falter due to 'rip-and-replace' strategies—risky data migrations, business disruptions, and the potential for the new system not to meet business needs.
ServiceNow's approach bypasses these risks through its Zero-Copy Integration Architecture. This isn't just a technical feature; it's a strategic principle designed to eliminate unnecessary data duplication.
It enables the platform to create a secure, direct connection to existing systems like SAP, Oracle, and Salesforce, allowing it to access data in real-time without the need to physically move or copy it.
There's no need to move all your data to a single system or rip out core systems. Instead, ServiceNow brings AI to your data, connecting to sources in place. The platform provides real-time access to data from any source for AI and analytics, avoiding duplicative data lakes.
This fundamentally lowers implementation risk by sidestepping the most common and catastrophic points of failure in large-scale IT projects—providing a safe and more reliable path to modernization."
Plain Language — For Non-Technical Audiences
Every large organisation has dozens of systems that don't naturally talk to each other: HR systems, IT systems, finance systems, customer service systems. When someone needs something that crosses these boundaries, people end up sending emails, filling in forms, and chasing approvals manually.
ServiceNow sits in the middle and connects everything.
Think of it as the layer that makes work flow automatically. When a new employee joins, instead of someone manually coordinating IT, HR, facilities, and their manager. ServiceNow orchestrates all of that. When a customer has a problem that touches multiple departments, ServiceNow ensures it moves smoothly from one team to the next without falling through the cracks.
The result: employees spend less time navigating internal complexity, and customers get faster, better outcomes.
That's why 85% of the Fortune 500 use it, not as another system to manage, but as the platform that makes all their other systems work together.
Deep Dive — The Full Platform Story
"ServiceNow is the clear pane of glass through which organisations can view, manage, and transform their entire enterprise: a single, unified platform that connects to any system, integrates any AI, and unifies any data source regardless of where it lives. By serving as the central nervous system for the enterprise, ServiceNow breaks down the silos that have long plagued organisations, enabling them to retire fragmented legacy systems and replace complexity with seamless, automated workflows.
The result is work that simply flows better: employees experience consumer-grade simplicity instead of wrestling with disconnected tools and manual handoffs, while customers receive faster, more intelligent service from first contact through to resolution.
This platform-first architecture: one data model, one architecture, one source of truth. This is why analysts consistently recognize ServiceNow as a Leader across IT service management, customer service, HR, security, CRM and AI automation, and why it has become the indispensable foundation for digital transformation at scale.
The real opportunity with AI isn't just in the models. It's in how we enable the people closest to the work to use it effectively. Most organizations are still approaching AI vertically, department by department, pilot by pilot, and it's not scaling. In fact, the data shows that more than 90% of enterprises are disappointed with their AI progress because they're trying to retrofit AI into existing silos.
The shift that unlocks value is to think horizontally: through workflows, not org charts. That's where ServiceNow plays a critical role: it's the workflow layer that connects systems, data, and people across the enterprise.
When you embed AI into those connected workflows, it stops being another experiment and starts driving measurable productivity and better decisions at scale."
AI Model Choice: Any Model, One Control Tower
ServiceNow doesn't build AI models. It orchestrates them. The platform integrates with any AI model and governs them all from one place through AI Control Tower.
Strategic partnerships with Anthropic (Claude), OpenAI (GPT-5.2), and Microsoft (Agent 365), but also Google, AWS Bedrock, Meta Llama, Cohere, and any custom or proprietary models your organisation deploys.
The right model for the right job: Claude for coding and regulated industries. OpenAI for speech-to-speech voice agents. Your own fine-tuned models for domain-specific tasks. Third-party models for specialized use cases. All with unified governance, usage monitoring, and compliance.
"Enterprise customers want model choice. They want the right model for the right job, keeping governance, security, and auditability consistent on the ServiceNow AI Platform." — Amit Zavery, President & COO
This is the difference between being locked into one vendor's AI and being the control tower that orchestrates all enterprise AI.
CxO Themes
Six narratives that resonate across the C-suite. Click to explore each theme
Six Signals to Listen For
When you hear any of the following in an executive conversation, lean in. Each one opens a different door into the platform story.
Operational Agility
The Narrative: ServiceNow enables organisations to move faster, respond to market shifts more quickly, and unlock growth that's been held back by internal friction. It's not about efficiency alone. It's about creating the operational agility to capture opportunities.
ServiceNow as Customer Zero:
IT Operations Transformation: ServiceNow's internal IT team achieved a 700:1 employee-to-support personnel ratio through AIOps and automation. By committing to "Three Zeros": zero physical footprint, zero outages, zero user-reported incidents, they transformed from firefighters to business partners.
HR & Employee Experience: HR, IT, and employees now work side-by-side on the same platform. What used to require handoffs between teams now happens through coordinated workflows. Routine requests, onboarding, and learning all draw from the same system of record.
Customer Evidence:
Lloyds Banking Group: Transformed nine payment operations processes, cutting customer journeys from 7 days to 36 seconds. This digital transformation also enabled them to relocate over 100,000 people to work from home during COVID-19.
NEC Corporation: As "client zero," consolidated 137 entry points out of 500 onto ServiceNow, giving employees a single portal and eliminating confusion over how to navigate support services.
Aditya Birla Capital: Loan underwriting reduced from 7 days to 7 minutes, demonstrating how workflow orchestration compresses complex, multi-step processes into near-instant outcomes.
Vodafone: Created a single view of the customer across 72 countries and half a billion SIMs, driving efficiency and greater customer satisfaction.
A cautionary lesson from the field:
A Fortune 50 logistics leader. ServiceNow had carried the right platform story at this account for three years without a breakthrough. When an incoming CEO issued a multi-billion-dollar cost-takeout mandate — one strategy for the whole company, not by department — the account reached ServiceNow as the answer within three months. Their annual contract value has since doubled. The lesson carries into any executive conversation: platform wins come from CEO-level mandates, not product pitches. Within that same journey, roughly a thousand staff had been manually investigating shipped packages that had not been billed. A two-week agentic workflow traversed the entire tech ecosystem and surfaced the fix inside the agent workspace the team already used, no data migration, no new invoicing engine.
Can We Scale Without Breaking?
The Narrative: Growth isn't just about selling more. It's about being able to scale operations, integrate acquisitions faster, enter new markets, and expand customer relationships without the friction that slows most organisations down. ServiceNow removes the operational drag that holds back growth.
ServiceNow as Customer Zero:
Scaling with Growth: ServiceNow grew rapidly, but their IT operations team couldn't onboard talent fast enough to keep up. Rather than scaling headcount linearly, they adopted AIOps and achieved a 700:1 employee-to-support ratio. This enabled growth without proportionally growing the support function.
Customer Support Scaling: Despite 40% increase in case volume over two years, ServiceNow kept customer service headcount flat while improving CSAT and retention rates. Growth absorbed by platform, not people.
Key Themes:
Faster M&A Integration: When you acquire a company, integration typically stalls because every department works from different playbooks. ServiceNow absorbs that complexity. New acquisitions plug into existing workflows rather than requiring months of manual coordination.
Customer Expansion: When service delivery runs smoothly, customers renew and expand. 98% renewal rate and 120% net expansion rate demonstrate that ServiceNow customers don't just stay. They grow.
Customer Evidence:
Wells Fargo: Started with IT Risk Management, realized $100M in value, then expanded into HR, Customer Service, and additional workflows, demonstrating the "land and expand" growth pattern.
Vodafone: Single view across 72 countries and 500M SIMs enabled consistent service delivery at global scale.
ServiceNow's Own Growth: 70% of existing customers increased their investment last year. This is proof that the platform creates expanding value, not just initial ROI.
A repositioning lesson from the field:
A global private equity leader. Originally managed by ServiceNow as a modest $1.3M relationship, while their portfolio companies collectively spent roughly $37M with the platform. Once repositioned as a Marquee account with a dedicated PE function, the direct relationship grew from $37M to $76M in a year. The firm now endorses ServiceNow as the technology standard across 1,400 portfolio companies, a perception shift from ITSM vendor to AI transformation partner. The broader lesson for any PE-backed conversation: wins travel fast across tightly-run portfolio communities. When one portfolio company adopts a platform that works, the multiplier effect across the rest of the portfolio is measurable within months.
Cost Takeout & Consolidation
The Narrative: ServiceNow delivers measurable cost reduction through platform consolidation, automation of manual processes, and retirement of legacy systems. The ROI is quantifiable and the payback periods are short.
ServiceNow as Customer Zero:
IT Operations: ServiceNow's internal IT team saves $1.5 million annually through AIOps adoption. They achieved a 96% increase in productivity and reduced events-to-alerts by 96%.
ERP Modernization: ServiceNow is saving "millions of dollars in operating costs" by modernizing their ERP environment with a clean core approach. They've automated invoice processing for accounts payable, saving hundreds of thousands of dollars, and digitized customer and vendor interactions to maximize cash flow.
Customer Evidence:
Major Australian Financial Institution: Retired 256 legacy applications by consolidating workflows onto ServiceNow, yielding massive cost savings significant enough to be highlighted to investors. Eliminating redundant apps and manual work not only saves cost—it reduces operational risk and maintenance burden.
Orica (ASX-listed): Piloted ServiceNow AI in IT service management and saw service desk deflection rates soar from 18% to 94% within two months. Usage doubled and mean time to resolution dropped by a full day.
IBM: Saves $900,000 monthly by removing retired applications through tight control of retirement processes. Achieved 98.5% first call resolution and 75% reduction in manual data entry, resulting in 35% productivity savings.
Körber Supply Chain: Achieved 167% ROI with investment recovered within six months of implementing ServiceNow CSM.
Wells Fargo: Starting with IT Risk Management, realized $100M in value, then expanded ServiceNow into HR, Customer Service, and additional workflows across the enterprise.
Forrester TEI Studies: 170% ROI for Customer Service Management over three years. 365% ROI for Strategic Portfolio Management with payback windows of 6-24 months.
Putting AI to Work for People
The Narrative: Every CEO faces the same pressure: deliver more growth without proportionally adding headcount. The traditional levers (hiring, outsourcing, reorganising) have diminishing returns. ServiceNow enables organisations to scale output without linearly scaling people.
Key Themes:
Remove Low-Value Work: The friction in most enterprises isn't inside systems. It's between them. That coordination layer is usually handled by people chasing emails and navigating tools. That's expensive talent doing low-value work.
Self-Service at Scale: When employees and customers can resolve their own queries through intelligent portals and AI assistants, support teams handle fewer routine requests and focus on complex, high-value work.
Automation of Manual Processes: Workflows that previously required human coordination (approvals, handoffs, escalations) happen automatically. The platform does the orchestration, not your people.
ServiceNow as Customer Zero:
The Proof Point: ServiceNow uses its own AI agents internally. The result: 20% more productive employees and 3 million+ hours of capacity created since implementation.
Headcount Flat, Output Up: Despite 75% of customer cases now being deflected by AI, ServiceNow's customer service headcount has remained flat over two years, while case volume increased by 40%. The team didn't shrink; they handled dramatically more with the same people.
Better Retention: Agent retention rates improved because the work became more interesting. AI handles the repetitive queries, humans handle the complex, high-value interactions.
Additional Customer Evidence:
IBM: 75% reduction in manual data entry, resulting in 35% productivity savings. 98.5% first call resolution means fewer escalations and less rework.
Lloyds: Direct debit refunds went from 100% manual to 82% fully automated. Work that previously required people now happens without human intervention.
NEC: Knowledge Base articles viewed 130,000 times per month. That's 130,000 queries employees resolved themselves instead of contacting support.
Moveworks Acquisition: 5 million employees at Toyota, Siemens, and Unilever use the AI assistant daily. One conversational interface that completes tasks across HR, IT, and operations without adding headcount.
Platform Consolidation
The Narrative: Most enterprises have accumulated dozens of systems that don't naturally connect. ServiceNow reduces technical debt, consolidates point solutions, and provides a modern platform that can actually be managed and evolved: one architecture, one data model, one upgrade cycle.
ServiceNow as Customer Zero:
ERP Clean Core: ServiceNow is working toward an ERP environment with a "clean core": a system that's manageable, easy to upgrade, and extensible without technical debt. They use App Engine and Process Optimization to limit ERP customizations while automating routine processes and adding functionality.
Unified Employee Experience: Before ServiceNow unified its workflows, HR teams managed cases through a patchwork of tools. Now HR, IT, and employees work on a single platform. "Great experiences don't come from more systems. They come from one system built to handle more."
AIOps Consolidation: ServiceNow products (Agent Collector, Cloud Observability, Health Log Analytics, Virtual Agent, and ITSM) provide all the toolsets needed, consolidated on one platform instead of multiple point solutions.
Customer Evidence:
IBM: Unified IT operations managing 11,000+ monthly application changes with one CMDB. Sunsetted about 20% of their applications through accurate ownership identification. Rolled out Enterprise Architecture enterprise-wide in just 52 days.
Deloitte: Global consolidation program to fundamentally change how they work across lines of business, selecting ServiceNow to "simplify and standardize" and deliver agile, user-friendly experiences globally.
Accenture: Consolidated multiple legacy systems across 55+ countries. Today, 64% of employees access ServiceNow every month, with 2.25 million supported end users and 1.7 million ticket transactions monthly.
NEC: Consolidated 137 entry points out of 500 onto ServiceNow ITSM, achieving three-year business growth plan goals through accelerated strategic collaboration.
An ERP-modernisation lesson from the field:
A global manufacturer with 48 manufacturing sites, each running its own ERP instance. A full S/4HANA upgrade to achieve an end-to-end view across the business would have cost $400 million. ServiceNow created a workflow across all 48 instances for $2.5 million in licensing, delivered in 10 weeks. It didn't resolve the underlying SAP dilemma. It removed all urgency to fix it, because the business need was already met. The lesson worth carrying into any S/4HANA-deadline conversation: ServiceNow can pre-empt, de-risk, or radically reduce the scope of an ERP modernisation programme, and in most cases, does so at a fraction of the licensing cost.
Board-Ready Visibility
The Narrative: Boards and shareholders want confidence that the organisation has visibility, control, and the ability to demonstrate value creation. ServiceNow provides the transparency to answer hard questions, and the proof points to back them up.
ServiceNow as Customer Zero:
Measurable Outcomes: ServiceNow publishes its own internal results: $1.5M annual savings from AIOps, 96% productivity increase, 3M+ hours of capacity created. These aren't projections. They're auditable results from using their own platform.
"Three Zero" Commitment: ServiceNow's IT operations committed to three measurable goals: zero physical footprint (datacenters), zero outages, and zero incidents reported by users. This level of commitment and transparency demonstrates governance in action.
Employee Satisfaction: >99% employee satisfaction score for IT services. A metric that matters for talent retention and operational excellence.
Key Themes:
Operational Visibility: A unified platform creates a single source of truth across IT, HR, customer service, and operations. Leaders can see what's happening, identify bottlenecks, and make faster decisions.
Risk & Compliance: With the Veza acquisition and AI Control Tower, ServiceNow enables organisations to prove governance rather than just claim it, mapping every identity, every permission, and every AI agent in real time.
Predictable Returns: Subscription economics, clear implementation timelines, and documented ROI (170-365% across Forrester studies) give CFOs the predictability shareholders expect.
Proof Points:
• 98% renewal rate. Customers stay and expand
• 120% net expansion rate. Value compounds over time
• 85% Fortune 500. Peer validation at scale
• Rule of 55+. Industry-leading growth + profitability
Customer Evidence:
Global Stock Exchange: Achieved 65-70% CSAT improvement and 35-40% faster resolution after unifying 90,000+ cases across 14 siloed departments onto a single platform, demonstrating the operational visibility boards demand.
Quick Proof Points
Customer evidence and outcomes to drop into any conversation
Objection Handling
Navigate C-level pushback with evidence-backed responses
"No matter what they raise as an objection, you can judo it back to. That's why picking the platform is so important."
Every objection below ultimately routes back to the same answer: the platform. The proof points and rebuttals are useful, but the underlying move is always the same. Pull the conversation out of the product-feature rabbit hole and back up to the strategic-partner question. — Takeaways from April GAC Meeting with CTO inputs
Industry Solutions
ServiceNow is embedded in 85–100% of Fortune 500 companies across every industry it serves. The cards below translate that into the conversations that matter in each sector.
Every major enterprise faces the same fundamental challenge: complex, critical work that crosses systems, departments, and partners, and breaks down in the gaps between them. The question for a C-suite leader isn't whether they have that problem. It's whether they have a platform, or whether their people are filling the gap manually.
ServiceNow positions itself as the AI control tower for business reinvention in each industry, not a generic horizontal tool, but a platform with deep operational vocabulary for how work actually gets done in banking, life sciences, telecom, insurance, and beyond. That specificity is why it ends up embedded in the operations of 85–100% of Fortune 500 companies in every sector it serves.
Fortune 500 penetration figures and industry value chain positioning sourced from the ServiceNow Industry Value Chain & Solution Taxonomy, February 2026.
Automotive
ServiceNow Value Proposition:
ServiceNow operates across 85% of Fortune 500 automotive companies. The platform serves as the AI control tower connecting design and engineering, supply chain, factory production, dealer networks, and quality management, giving automotive leaders real-time visibility across the entire value chain without replacing the operational systems already in place.
Key Customer Evidence:
Stellantis: Uses ServiceNow's AI platform to boost efficiency across the entire business, connecting operations from design through dealer service.
Scania: Adopted ServiceNow AI platform to reduce silos and boost company efficiency across their global truck and bus manufacturing operations.
NSK (Bearings Manufacturer): Achieved 2x faster low-risk incident resolution through ServiceNow ITSM implementation.
Leading Luxury OEM (Deloitte Case): Transformed supplier onboarding with ServiceNow, achieving 400% gains in speed, quadrupling suppliers onboarded per week. Reduced onboarding disruption risk to near zero.
Global Auto Parts Manufacturer: Modernised entire ITAM strategy on ServiceNow, establishing foundation for SAM and APM with increased visibility into software utilisation and entitlements.
Strategic Conversation Themes:
Simplifying Complexity: "You're managing thousands of suppliers across multiple tiers. When one fails, how fast can you see the ripple effects?" ServiceNow provides real-time visibility across the entire supply ecosystem.
Cost Takeout: "What's your cost per warranty claim when it touches five different systems?" Unified workflows cut processing time and cost dramatically.
Operational Agility: "The EV transition is forcing you to retool while maintaining production. How are you coordinating that across plants?" Single platform connects factory floor to dealer network.
Life Sciences
ServiceNow Value Proposition:
Every Fortune 500 life sciences company uses ServiceNow. In an industry where every minute matters and regulatory scrutiny is constant, the platform connects drug discovery, clinical operations, manufacturing, supply chain, and commercial teams on a single GxP-compatible system, compressing time-to-market and providing the real-time audit trail that regulators expect.
Key Customer Evidence:
AstraZeneca: IT motto: "Every Minute Matters" as they aim to launch 20 new medicines by 2030. Lab supply ordering reduced from 30 minutes to seconds. "AI is permeating everything we do—it's how we will get medicines to patients faster," says Cindy Hoots, CDO & CIO
Takeda Pharmaceutical: Built adverse reaction reporting system for COVID-19 vaccines on ServiceNow, enabling online operations and seamless reporting to regulatory authorities during pandemic restrictions.
Otsuka Pharmaceutical: Implemented streamlined shipment inspection system, decreasing operation times, minimising human error, and enhancing quality assurance through digitised information.
Chugai Pharmaceutical: Clinical Trial Drug Information Management System addressed changing GCP regulations with automated workflows for managing drug information, reducing workload for pharmacovigilance teams.
Global Pharma (KPMG Case): Replaced decade-old siloed service management tools, standardising core ITIL processes for 4,000+ IT employees across 70,000+ end users globally on single ServiceNow platform.
Key Differentiator:
Companies with Industry 4.0 adoption achieved 1.75x higher OEE than industry average. ServiceNow enables OT modernisation supporting operational efficiency.
Strategic Conversation Themes:
Board-Ready Visibility: "When the FDA asks for an audit trail, how long does it take to produce?" ServiceNow provides real-time compliance visibility across GxP environments.
Operational Agility: "Every minute matters in getting medicines to patients. Where are the bottlenecks between R&D and commercial?" Unified workflows accelerate time-to-market.
Cost Takeout: "Clinical trials involve hundreds of sites and thousands of data points. What's the cost of manual coordination?" Automated workflows reduce trial management overhead.
Nonprofit
ServiceNow Value Proposition:
Nonprofit and mission-driven organisations face the same operational challenge as large enterprises — complex work crossing departments, systems, and partners — with the added pressure that every dollar spent on administration is a dollar not spent on mission. ServiceNow provides the operational backbone to automate routine work, unify constituent and staff services, and demonstrate measurable impact to funders and boards.
Key Benefits:
• Operational Efficiency: Automate administrative workflows to reduce overhead costs and redirect resources to programs.
• Constituent Experience: Single portal for beneficiaries to access services, track requests, and receive support.
• Impact Reporting: Unified data across programs enables clear demonstration of outcomes to funders and boards.
• Volunteer Management: Streamline recruitment, onboarding, and coordination of volunteer workforce.
Strategic Conversation Themes:
Putting AI to Work for People: "Your staff are mission-driven but drowning in admin. What if they could focus on impact instead of process?" AI handles routine tasks so people focus on mission.
Cost Takeout: "Every dollar saved on operations is a dollar for mission. Where's your biggest administrative overhead?" Platform consolidation frees resources for programs.
Board-Ready Visibility: "Donors want to see impact, not overhead ratios. Can you show them real-time program outcomes?" Unified reporting demonstrates mission effectiveness.
Technology
ServiceNow Value Proposition:
ServiceNow powers 92% of Fortune 500 technology companies, making it the platform of choice for the industry that builds technology itself. It connects product innovation, customer acquisition, support and success, AI and cloud operations, and managed services delivery on a single system, giving technology leaders the operational foundation to scale without proportionally scaling complexity.
Key Customer Evidence:
Pure Storage: Put entire customer experience on one AI-powered platform. 13 platforms eliminated overnight. 4.5x faster first response times. 7x faster case resolution. 72% of cases raised proactively—before customers notice an issue. "The performance with ServiceNow is off the charts."
Autodesk: 99% reduction in time to provision user accounts—from 5 days to 30 minutes. Standardised onboarding across all geographies with 24-hour global support.
Zoom: Scales support for 300+ million daily meeting participants using ServiceNow CSM, maintaining service quality during hypergrowth.
ServiceNow (Customer Zero): 700:1 employee-to-support personnel ratio. Technology employees can self-serve for most needs while support teams focus on complex issues.
Strategic Conversation Themes:
Can We Scale Without Breaking?: "You're growing fast, but is your support infrastructure keeping pace?" Platform scales without proportionally scaling headcount.
Operational Agility: "When a customer has an issue that touches product, support, and engineering, how fast do they get resolution?" Unified platform breaks down internal silos.
Cost Takeout: "How many platforms are you running just to manage your own operations?" Pure Storage eliminated 13 platforms overnight.
Banking
ServiceNow Value Proposition:
Every Fortune 500 bank uses ServiceNow. In an industry where customer journeys cross dozens of systems and regulatory expectations continue to rise, the platform provides the orchestration layer connecting customer service, payment operations, risk management, and compliance, reducing the manual intervention that slows resolution, increases operational risk, and frustrates both customers and regulators.
Key Customer Evidence:
Lloyds Banking Group: 91% of batch payment exceptions automatically resolved. 82% of direct debit refunds fully automated—from 100% manual taking up to 3 days to customers receiving refunds in under 30 seconds.
BMO: 200% year-over-year increase in self-service. Adopted FSO roadmap to go beyond IT ticketing, enabling the entire bank to solve customer issues quickly with one platform, one data model.
Jefferies: 90% faster resolution of high-risk exceptions. 95% faster audit response. Built system for T+1 settlement with ServiceNow FSO giving visibility, prioritisation, faster resolution, and instant auditability.
M&T Bank: Uses ServiceNow AI platform to continuously transform based on what the business needs.
NAB (National Australia Bank): Employees rely on integrated ServiceNow chatbot to solve any required task instead of navigating different portals.
Wells Fargo: Started with IT Risk Management, realised $100M in value, then expanded into HR, Customer Service, and additional workflows.
Strategic Conversation Themes:
Board-Ready Visibility: "Regulators are asking about AI governance. Can you show them exactly what your AI agents can access?" AI Control Tower provides real-time visibility.
Cost Takeout: "How many exceptions still require manual intervention in your payment operations?" Lloyds went from 7 days to 36 seconds.
Operational Agility: "Post-merger, how long until both banks operate as one?" Unified platform accelerates integration.
Consumer Packaged Goods
ServiceNow Value Proposition:
ServiceNow is embedded across 85% of Fortune 500 consumer goods companies. The platform connects product innovation, supply chain, manufacturing, sales and distribution, and customer service, giving CPG leaders the operational visibility and agility to respond to demand shifts, manage supplier risk proactively, and protect brand experience across global markets.
Key Customer Evidence:
Danone: Digitises business to reduce costs and drive efficiency using ServiceNow platform across global operations.
KraftHeinz: Uses new digital approach to improve customer service results across their manufacturing and distribution network.
Coca-Cola HBC: Saves 150,000 hours annually through ServiceNow automation of operational workflows.
Strategic Conversation Themes:
Operational Agility: "Consumer preferences shift fast. How quickly can you respond across your supply chain?" Real-time visibility from demand signal to shelf.
Can We Scale Without Breaking?: "You're in 100+ countries. Does every market operate on the same playbook?" Single platform ensures consistency at global scale.
Cost Takeout: "What's your cost per case when field sales, supply chain, and customer service aren't connected?" Unified workflows eliminate handoff friction.
Healthcare
ServiceNow Value Proposition:
85% of Fortune 500 healthcare providers use ServiceNow. In an environment where administrative burden directly reduces time available for patient care — and clinician burnout is a genuine crisis — the platform streamlines patient access, care delivery operations, and enterprise workflows, returning clinical staff to the work only they can do.
Key Customer Evidence:
TridentCare (Q1 2026): Deployed the ServiceNow AI Platform to transform end-to-end operations across 5.4 million annual patient visits, replacing manual coordination with autonomous, AI-driven processes. Achieved 96% scheduling automation and a 57% reduction in patient wait times.
Leading US Home Health Provider (Cprime Case): 22,000 clinicians spending less than 50% of day on patient care due to admin burden. After ServiceNow implementation: 62-point IT NPS increase (from -19). 90% HR case deflection rate. Reduced nurse turnover (was above 40%). Goal: nurses spending 80% of time on care, 20% on other tasks.
Spectrum Health: 97% of 31,000 staff access IT and HR services through single ServiceNow portal, supporting 500,000+ service catalog requests and 1.5 million knowledge article views.
Major Healthcare Provider (3CLogic): $2 million annual operating cost reduction. Average call wait time decreased from 14 minutes to 44 seconds—95% improvement in call-to-service.
OrbitaASSIST Hospital Pilot: Combined voice technology with ServiceNow to reduce nurse response time to patient calls from 11 minutes to 3 minutes (~70% reduction) while achieving 100% patient satisfaction.
Omnicare (Pharmacy Services): Unified multi-vendor IT environment, boosting first-contact resolution from 85% to 90.1%.
UNC Health: Grew from single-site hospital to state-wide operation. Standardised IT and HR processes on ServiceNow to accommodate continued innovation and generate data for decision-making.
Strategic Conversation Themes:
Putting AI to Work for People: "Clinician burnout is a crisis. How much of their day is spent on admin vs. patients?" AI handles administrative burden so clinicians focus on care.
Operational Agility: "When a patient needs something that crosses departments, who's orchestrating that?" Unified workflows ensure nothing falls through cracks.
Cost Takeout: "What's the cost of a 14-minute call wait time (in staff time and patient satisfaction)?" Major provider cut wait time to 44 seconds.
Telecom
ServiceNow Value Proposition:
ServiceNow serves 85% of Fortune 500 telecommunications companies. The platform connects network infrastructure management, product development, customer service, and partner ecosystems, enabling telcos to activate services faster, resolve network issues before customers notice, and deliver the seamless experience that determines whether subscribers stay or leave.
Key Customer Evidence:
Vodafone: Reduced operating costs by 45% in service operations using ServiceNow. Implementation of CSM provided customer agents with simple, intuitive system allowing clearer insight into customer journey across 70 countries and 300+ million customers.
BT Group: ServiceNow as exclusive design partner for telecommunications capabilities. New products and fulfilment workflows launched in just three months using TSM and Order Management. Targeting £25M+ savings. "With ServiceNow, we're massively [transforming]."
Deutsche Telekom: ServiceNow customer across major operations.
Lumen: Worked with ServiceNow to launch first-of-its-kind digital SASE Marketplace enabling quick, secure selection and setup of cybersecurity solutions.
Bell (Q1 2026): Canada's leading telecommunications provider reported a 25% improvement in customer response time and 90% positive feedback on AI accuracy after deploying ServiceNow AI Agents in Telecom, powered by ServiceNow Autonomous CRM.
Tier 1 Telco (Appledore Case): Customer firewall change request now completed same day instead of 2 weeks, enabling zero-day security for enterprise customers.
Strategic Note:
ServiceNow made strategic investment in Prodapt (leading telco services partner) to accelerate AI-enabled solutions development. 73% of global telcos identify AI investments as top transformation priority (IDC).
Strategic Conversation Themes:
Cost Takeout: "Network operations is a cost center under pressure. Where's the automation opportunity?" Vodafone achieved 45% reduction in service operations costs.
Operational Agility: "5G is rolling out, but customer expectations are already there. How fast can you activate new services?" Order-to-activate in hours, not weeks.
Can We Scale Without Breaking?: "You're managing millions of customer interactions. What happens when AI handles the routine ones?" BT Group targeting £25M+ savings.
Insurance
ServiceNow Value Proposition:
95% of Fortune 500 insurance companies use ServiceNow. The platform connects product and underwriting innovation, distribution, policy servicing, and claims operations, giving insurers the unified workflow layer to process claims faster, reduce manual touchpoints, and deliver the transparent, responsive service experience policyholders expect and regulators increasingly require.
Key Customer Evidence:
Zurich North America: Simplified complex HR processes with HRSD and Employee Center Pro. Single platform provides employees easy-to-use platform and seamless, engaging experience. Reduced number of entry points to HR content—working as one-stop shop for content.
AIA: Connected lines of business with cloud automation, aligned service delivery to transformation initiatives, provided single platform for easy access to essential tools.
Davies: Achieved faster upgrade times and ability to undertake security initiatives on ServiceNow platform.
Major US Insurer (Aspire Case): Battled delivery delays due to IT bottlenecks. ServiceNow provided centralised system where stakeholders can view status of all modules on single page with insights into performance and compliance requirements.
Industry Benchmark:
ServiceNow delivered ROI of 167% with payback period of just 6 months (Forrester). Automation can reduce 30% of costs in the claims journey. 45% of insurers already investing in technology-driven alignment of front, middle, and back offices (HFS Research).
Strategic Partnership:
DXC Assure BPM powered by ServiceNow: End-to-end insurance solution for policy administration, billing, underwriting, and claims. Potential to reduce up to 40% of operational costs typically associated with manual processing.
Strategic Conversation Themes:
Cost Takeout: "Claims processing is your biggest operational cost. What if 30% of it was automated?" Forrester documents 30% cost reduction in claims journey.
Board-Ready Visibility: "Regulators want to see your risk posture in real time. Can you show them?" Unified platform provides continuous compliance visibility.
Operational Agility: "Policy administration sits on legacy systems. What's the cost of that complexity?" Modern workflows without rip-and-replace.
Retail
ServiceNow Value Proposition:
ServiceNow is trusted by 90% of Fortune 500 retailers. The platform connects vendor management, supply chain, store and franchise operations, and customer care, giving retail leaders the operational consistency to run thousands of locations on the same playbook, respond to demand changes in real time, and deliver the seamless experience that defines modern retail.
Key Customer Evidence:
Focus Brands (Cinnabon, Auntie Anne's, Jamba, etc.): ServiceNow CSM supports 5,000+ stores across seven brands, handling around 8,000 tickets per month. Multi-store owners can now see all tickets across all stores they manage. "I trust ServiceNow as a complete service management system...we need a robust, comprehensive platform."
Biedronka (Poland's Largest Retailer): Massive ServiceNow rollout spanning 3,500+ stores. Digital transformation strategy to automate, centralise, and integrate store operations, efficiently managing demands of expansive store network.
Industry Context:
Retail digital transformation driven by: demographic changes, changing consumer habits, rise of mobile commerce, and Amazon competitive pressure. ServiceNow enables retailers to connect omnichannel operations on single platform.
Strategic Conversation Themes:
Operational Agility: "Customers expect the same experience online and in-store. Are your systems delivering that?" Unified platform connects digital and physical.
Putting AI to Work for People: "Store associates are your frontline. How much time do they spend on admin vs. customers?" AI handles back-office so staff focus on experience.
Can We Scale Without Breaking?: "You're managing thousands of locations. Does every store operate consistently?" Focus Brands runs 5,000+ stores on single platform.
Government
ServiceNow Value Proposition:
ServiceNow is FedRAMP High certified and purpose-built for government environments. The platform connects citizen services, workforce management, risk and compliance, and technology operations, enabling governments to deliver the modern, responsive services citizens now expect, while meeting the transparency and accountability obligations that define the public sector mandate.
Key Customer Evidence:
US Fish and Wildlife Service: Electronic permitting program transformed cumbersome paper process (forms with paper checks) into fast online applications and fees.
Argonne National Laboratory: Partners with ServiceNow to enhance productivity, efficiency, and collaboration across departments.
DEFRA (UK): Adopts ServiceNow to unify services, improve flexibility, and promote consistent experience across UK government.
Australian Government: ServiceNow helping make digital services easy to use, accessible, and user-centric.
Strategic Development:
GSA OneGov Agreement (2025): Up to 70% discount on ITSM Pro and Pro Plus bundles through September 2028. Expected to improve workflow efficiency by up to 30%. Access to AI-powered platform with thousands of built-in AI agents.
Government Transformation Suite (2025): Four priority outcomes: optimised asset use, workforce transformation, reduced time-to-value, software investment optimisation. Partners include Accenture Federal and Intact for rapid deployment.
Key Differentiator:
"Much like the iPhone revolutionised the mobile consumer experience by bringing technologies to a single platform, we're doing that at the enterprise level for the workforce on a single platform," says ServiceNow Federal.
Strategic Conversation Themes:
Putting AI to Work for People: "Citizens expect consumer-grade experiences. Your staff want to help, not navigate systems." AI-powered self-service meets both needs.
Board-Ready Visibility: "Transparency and accountability are non-negotiable. Can you show real-time service delivery metrics?" Unified platform provides citizen-facing dashboards.
Cost Takeout: "Legacy systems consume budget that could fund programs. What's the modernisation path that doesn't require years?" FedRAMP High authorized, rapid deployment.
Horizontal Plays
Seven cross-enterprise solutions aligned to 2026 corporate narrative
Autonomous IT
700:1 support ratio
200K tickets/month
$900K monthly savings
The Vision: The best incident is the one that never happens. Autonomous IT uses AI to predict, prevent, and resolve issues before users notice them, shifting IT from firefighting to business partnership.
ServiceNow as Customer Zero:
• 700:1 employee-to-support personnel ratio through AIOps
• "Three Zeros" commitment: zero physical footprint, zero outages, zero user-reported incidents
• $1.5M annual savings from AIOps adoption
• 96% productivity increase in IT operations
• 96% reduction in events-to-alerts (noise elimination)
• >99% employee satisfaction score for IT services
Customer Evidence:
• IBM: $900K/month savings by retiring redundant applications. 20% of applications retired through accurate ownership identification. Rolled out Enterprise Architecture enterprise-wide in 52 days. 98.5% first call resolution.
• Siemens: 210,000+ tickets auto-resolved monthly through a comprehensive digital platform on ServiceNow.
• Major Australian Bank: Retired 256 legacy applications by consolidating onto ServiceNow, significant enough to be highlighted to investors.
• Accenture: 2.25 million end users supported on single ServiceNow instance across 55+ countries. 64% of employees access ServiceNow every month.
• NEC: Consolidated 137 entry points out of 500 onto ServiceNow ITSM, achieving three-year business growth plan goals.
Analyst Recognition: Gartner Leader for 12 consecutive years in IT Service Management Tools. Also Leader in AIOps Platforms and AI Applications in IT Service Management.
AI & Agentic Workflows
5M employees daily
3M+ hours created
$2.85B acquisition
The Vision: One conversational interface for work. No navigating systems, no forms, no chasing approvals. Your people describe what they need, the platform handles the coordination.
Moveworks Acquisition ($2.85B): An AI assistant that sits in front of all enterprise systems (Slack, Teams, email), and doesn't just answer questions but completes tasks. "I need to onboard a new contractor" initiates workflows across HR, IT, security, and facilities automatically.
Scale: 5 million employees at Toyota, Siemens, and Unilever use it daily.
ServiceNow as Customer Zero:
• 20% more productive employees using internal AI agents
• 3 million+ hours of capacity created
• 75% of customer cases deflected by AI
Customer Evidence: Orica saw service desk deflection soar from 18% to 94% within 2 months of piloting ServiceNow AI.
Security Operations
$7.75B acquisition
35% Fortune 100
50%+ YoY growth
The Problem: Security continues to be the #1 priority for CEOs. But the attack surface has exploded: factory equipment, medical devices, building systems, IoT sensors, and now AI agents. Every connected asset is a potential vulnerability.
Armis Acquisition ($7.75B): ServiceNow's largest acquisition ever. Cyber exposure management platform that automatically discovers every connected asset (IT, OT, IoT, medical devices) and shows exactly what's vulnerable in real time.
Market Position:
• $340M ARR, growing 50%+ YoY
• 35% of Fortune 100 trust Armis, including 7 of the Fortune 10
• Gartner Leader in 2025 Magic Quadrant for CPS Protection Platforms
Strategic Value: More than triples ServiceNow's market opportunity in security and risk solutions. Combined with AI Control Tower, creates a unified security stack that can see, decide, and act across the entire technology footprint.
Employee Experience
80% self-service
65K Lloyds employees
57% faster response
The Challenge: Talented people spend their days navigating internal complexity rather than doing meaningful work. Long-term enthusiasm drops from 85% at hire to 63% as employees wrestle with fragmented systems.
The Solution: A unified platform where HR, IT, and employees work side-by-side. Routine requests, onboarding, and learning all draw from the same system of record. Employees can self-serve up to 80% of inquiries.
Customer Evidence:
• Lloyds: Now Assist for 65,000 employees, putting generative AI in front of employees for HR transactions
• Zoom: AskZoomPX became a one-stop shop for all HR services for 8,000+ global employees
• NEC: HR first contact response rate rose from 40% to 88%, response times reduced by 57%
• Spectrum Health: 97% of 31,000 staff access services through single portal
Analyst View: Gartner projects organisations with focused workplace strategy see 80% higher employee satisfaction.
Global Business Services (GBS)
$M+ cost savings
Clean core ERP
Zero migration risk
The Problem: Siloed systems of record were not built for today's agile work and are difficult and costly to change.
The Solution: ServiceNow's Finance and Supply Chain Workflows bring together people, processes, data, and technology in one platform. By using data from existing ERP investments, businesses can automate processes without the cost of large migrations.
ServiceNow as Customer Zero:
• Saving "millions of dollars in operating costs" by modernizing ERP with clean core approach
• Automated invoice processing for AP saving hundreds of thousands of dollars
• Digitized customer and vendor interactions to maximize cash flow
The Approach: Working toward an ERP environment with a "clean core": manageable, easy to upgrade, and extensible without technical debt. Using App Engine and Process Optimization to limit ERP customizations while automating routine processes.
Customer Relationship Management (CRM)
$1.4B ACV
30% YoY growth
7x faster resolution
The Core Insight: Agentic AI has changed everything. Enterprises cannot deploy AI on fragmented CRM stacks. They need unified data, unified data models, and a single customer definition. ServiceNow is the lowest-risk path to CRM modernization.
The Financials:
• $1.4B ACV, ServiceNow's fastest-growing workflow business
• 30% YoY growth, outpacing the broader CRM market
• 40% decrease in cost of business model transformation for customers
Analyst Recognition:
• Gartner Leader in 2025 Magic Quadrant for CRM Customer Engagement Center
• Demonstrated ability to enter markets and achieve Gartner leadership within 18 months
Customer Evidence:
• Pure Storage: 13 platforms eliminated overnight. 7x faster case resolution. 72% of cases raised proactively, before customers notice issues. "The performance with ServiceNow is off the charts."
• Comcast: Transforming lead management without replacing their sales database. The platform layers across existing tech and provides agentic-driven workflows
• Vodafone: Single view of customer across 72 countries and 500M SIMs, driving efficiency and satisfaction
• Panasonic Avionics: Powering in-flight engagement across 300+ airline customers globally using AI-driven CRM
The Differentiator: ServiceNow is a system of action, not just a system of record. We overlay and unify existing CRM investments, with no risky rip-and-replace required.
Risk & Compliance (AI Control Tower)
Microsoft validated
3x board priority
$150M Veza
The Board Question: "Who has access to what, and can we actually prove it?" Nearly half of Fortune 100 boards now cite AI risk as an oversight responsibility. That's tripled in one year.
AI Control Tower: ServiceNow is positioning itself as the AI Control Tower for the enterprise, governing AI agents across Microsoft, Google, Salesforce, and custom-built models. Microsoft chose ServiceNow's AI Control Tower to govern all of their AI agents.
Veza Acquisition ($150M): Maps every identity: employees, contractors, systems, applications, and AI agents, showing exactly what each can access in real time. Combined with AI Control Tower, provides a single pane of glass for enterprise AI governance.
Regulatory Alignment:
• EU AI Act requires demonstrable human oversight of high-risk AI systems
• SEC wants to know how you're governing AI
• California regulations require 4 years of data retention on automated decisions
Projected Impact: By 2028, companies using AI governance platforms will see 30% higher customer trust ratings and 25% better compliance scores (Gartner).
Platform Visuals
More Than Just Intelligence
Data + AI + Workflows + Security
Built For This Moment
85% F500 • 100K+ AI apps • 80B+ workflows • 97%+ renewal
AI Control Tower Architecture
Sense → Decide → Act → Govern
Autonomous IT
The best incident is the one that never happens
Autonomous CRM
Legacy CRM is broken. We are fixing it
Autonomous Employee Experience
Automate the busywork, unleash talent on big work
Autonomous App Development
From idea to AI-powered app in days, not months
Autonomous Risk & Security
Build trust and resilience for the AI era
The World Works with ServiceNow
Customer proof points across all Autonomous Workflows
Value is Enterprise-Wide
Five key areas of business transformation impact
Single Platform for IT, Security & Risk
Unified view for CIO, CISO, and CFO
End-to-End Framework
Intuitive framework for any business process
Enterprise-Wide Service Framework
For any process across the organisation
Business Processes in Any Industry
ServiceNow powers every vertical
AI Platform Positioning
Uniquely positioned to traverse the AI spectrum
Digital Control Tower
Real-time operating model visibility
Workflow Data Fabric
Connect, understand, and act on your data
Three Zero Strategy
Zero outages, incidents, physical footprint
From Sprawl to Unified Experience
Technical complexity → intuitive experience
My ServiceNow Portal
Unified employee experience interface
New Hire Portal
Seamless onboarding experience
My Total Rewards
HR and compensation visibility
Finance & GBS @ Now on Now
7 core finance workflows on platform
Now on Now AI Agents
AI agents across all workflow domains
AI Agents Driving $355M+ Value
Measurable results across ServiceNow
Customer Zero Results
Putting our technology to work
AI Supporting Employees at Scale
1060:1 employee-to-support ratio
ServiceNow News & Earnings
Latest financial highlights and key announcements
Q1 2026 Earnings Highlights
"ServiceNow's first quarter performance beat the high end of our guidance once again. Customers trust our platform because we integrate with any model, cloud, interface, data, and system they choose to deploy. Our AI growth is far exceeding even our own expectations, reinforcing our position as one of the fastest growing enterprise software companies ever." — Bill McDermott, Chairman & CEO
Subscription Revenue: $3.67B (+22% YoY, 19% constant currency)
Total Revenue: $3.77B (+22% YoY)
cRPO: $12.64B (+22.5% YoY, 21% constant currency)
RPO: $27.7B (+25% YoY, 23.5% constant currency)
AI & Deal Momentum:
• Now Assist customers >$1M ACV grew 130%+ YoY
• 16 transactions over $5M in net new ACV (~80% YoY growth)
• 630 customers with more than $5M in ACV (~22% YoY growth)
Profitability:
• 32% non-GAAP operating margin
• $1.67B Q1 free cash flow (44% margin)
• Rule of 55+ profile maintained
FY 2026 Guidance Raised: $15.74–$15.78B subscription revenue (22–22.5% YoY, 20.5–21% constant currency); 31.5% non-GAAP operating margin; 35% free cash flow margin.
Capital Return: ~20.1M shares repurchased in Q1 ($2B accelerated repurchase completed plus $225M open-market). ~$4.2B remaining under share repurchase programme.
Rule of 55+ — Industry Leading
ServiceNow maintains a consistent Rule of 55+ profile, a measure that combines revenue growth rate and profit margin.
As Bill McDermott stated: "There is no AI company in the enterprise better positioned for sustainable profitable revenue growth than ServiceNow."
This demonstrates the rare combination of high growth AND high profitability at scale that most software companies struggle to achieve simultaneously.
Fortune 500 Company
ServiceNow has been a Fortune 500 company for 3 consecutive years.
This positions ServiceNow among the largest and most successful companies in the United States by revenue.
Shareholder Returns & Stock Split
Share Repurchase: Board authorized additional $5 billion under share repurchase program. ServiceNow plans imminent $2B accelerated share repurchase.
Stock Split: 5-for-1 split effective December 17, 2025, making shares more accessible to employees and retail investors.
Why it matters: You can't govern AI agents if you can't see every asset they touch. Armis provides the visibility layer that makes intelligent trust possible at enterprise scale.
Why it matters: ServiceNow moves from being a platform employees use to the intelligence layer powering how they interact with everything. That's operating leverage at scale.
Why it matters: When regulators ask how you govern AI, and they will, Veza lets you prove compliance rather than just claim it. That's the difference between confidence and risk.
Why it matters: Build Agent democratises agentic workflow development. Any developer can now create enterprise-grade AI applications without specialised ML expertise.
Why it matters: Legacy system modernisation without rip-and-replace. Computer-use agents can automate mainframes that have resisted transformation for decades.
Why it matters: When Microsoft, the world's largest AI investor chooses ServiceNow to govern their agents, it validates the AI Control Tower as the enterprise standard.
Why it matters: Customer service is where CRM proves its value. Genesys gives ServiceNow best-in-class contact center to compete with Salesforce end-to-end.
Why it matters: CPQ is the revenue engine of enterprise sales. This fills a critical gap in ServiceNow's CRM suite and accelerates sales cycle time.
Why it matters: Telco is a massive vertical with complex transformation needs. Prodapt brings deep domain expertise ServiceNow can't build overnight.
Why it matters: Hyperscaler validation that ServiceNow is the agentic orchestration layer, not another app on the stack.
Why it matters: Ties ServiceNow's governance layer directly to the compute foundation enterprises are running AI on.
Why it matters: Closes the gap between design and deployment. Visual mockups become working apps.
Why it matters: Global SI reach for enterprise AI deployment at scale.
Why it matters: Validates ServiceNow AI in regulated financial services.
Why it matters: Flagship CRM win proving enterprise-scale customer operations.
Analyst Accolades
Industry recognition and analyst positioning
ServiceNow.org
AI for Good — Equipping ServiceNow.org Advisory Council members to speak confidently about our social impact mission
Our Mission
"At ServiceNow, access to technology is the catalyst to drive impact and help nonprofits solve the challenges that confront our world every day." — Vanessa Smith, President, ServiceNow.org
ServiceNow.org is ServiceNow's dedicated social impact initiative — launched in May 2023 — that brings enterprise-grade AI platform technology to nonprofits and mission-driven organisations. It is not a discounted-licence programme. ServiceNow.org provides the same platform Fortune 500 companies use, with dedicated sector expertise, tailored configurations, and a long-term partnership model focused on measurable social outcomes.
In September 2024, ServiceNow announced an ambition to positively reach 1 billion+ people through partnerships with customers, partners, and nonprofits, and a philanthropy-specific goal to reach 20 million people by 2030.
Key Resources
The official ServiceNow nonprofit solutions page: platform capabilities, key use cases, and how ServiceNow.org transforms mission-driven organisations.
Real-world examples of nonprofits transforming their operations with ServiceNow: UNOS, Ndlovu Care Group, RNIB, CareerVillage.org, and Community Living Toronto.
How leading nonprofits are funding their mission from within, the case for operational efficiency, AI adoption, and platform consolidation as strategic imperatives.
Programme Pillars
ServiceNow.org — Nonprofit Transformation
What it is:
ServiceNow.org is ServiceNow's dedicated social impact initiative, launched May 2023. It brings the same enterprise AI Platform used by Fortune 500 companies to nonprofits and mission-driven organisations, with tailored sector expertise, dedicated implementation support, and a focus on measurable long-term outcomes rather than simply providing access to software.
What the platform enables for nonprofits:
Unified IT operations, fundraising and donor/grant lifecycle management, employee and volunteer experience automation, programme and beneficiary service delivery with AI-powered self-service, and real-time mission impact dashboards. All five areas operate on a single platform with one data model.
The sector problem it solves:
ServiceNow research of 300+ nonprofit executives found 92% agree digital experiences are not meeting their needs. Most nonprofits run on fragmented legacy tools, with manual processes consuming staff time that should go to mission delivery. ServiceNow.org solves the coordination layer, not by adding another tool, but by connecting everything that already exists.
Key differentiator:
This is not a discounted-licence programme. As Vanessa Smith states: "We're really invested in the long-term impact of digital transformation, supporting that journey in partnership together." ServiceNow.org works with nonprofits the same way ServiceNow's commercial arm works with enterprises: discovery, solution roadmapping, implementation, value tracking.
Partnership for Good Grant
What it is:
The Partnership for Good Grant is ServiceNow.org's flagship annual programme, awarding up to $2 million per year in combined technology, implementation, consulting, and monetary value to four nonprofits, one from each of four cause areas: humanitarian relief, cause and cure, youth and education, and environmental sustainability.
What each recipient receives:
Free ServiceNow instance, software, licences, and services valued at up to $250,000 over three years, plus 1,200 expert resource hours for implementation, and a $100,000 direct monetary grant.
2025 recipients:
Conservation International (environmental sustainability, with Accenture), World Central Kitchen (humanitarian/disaster response, with Advance Solutions), Leukemia & Lymphoma Society (cause and cure: blood cancer, with GlideFast Consulting), and Covenant House (youth services/homelessness, with Plat4mation).
2024 inaugural recipients:
CARE (education programme tracking, with KPMG) and JEVS Human Services (universal staff/participant portal, with Accenture), plus two additional grantees in humanitarian and cause/cure categories with EY and NewRocket.
ServiceNow University & Workforce Development
What it is:
ServiceNow University, launched at Knowledge 2025 (May 2025), is the evolution of RiseUp with ServiceNow, a global career development and workforce skilling initiative. It offers 1,000+ courses, AI-powered personalised learning paths, and gamified progression designed to reskill individuals for AI-era careers. The goal is 3 million learners by end of 2027.
The RiseUp origin story:
Launched in October 2022, RiseUp with ServiceNow set a goal to skill 1 million people by 2024, with 600+ free courses and 18 certification paths. The programme specifically targeted underrepresented groups: refugees, veterans, women returning to work, and underserved communities globally. By May 2023, 400,000 people had already engaged. RiseUp continues as a dedicated sub-programme within ServiceNow University.
Proven returns:
An independent IDC study (April 2025) found organisations following ServiceNow training programmes see an average 536% ROI and 43% faster solution deployments. Certified professionals are 38% more productive and 30% more influential in their organisations.
Global scale examples:
Nirmaan Organization in India (RiseUp partner) has impacted 4 million+ individuals across 25 Indian states. ServiceNow invested $3 million over three years to skill talent in New York City through community nonprofits including Black Girls Code. In 2024, $1.1 million was invested in sustainability-focused community projects across 9 countries through ChangeX.
Efficiency for Good: Funding the Mission from Within
The core insight:
ServiceNow research across 300 global nonprofit leaders identified a group of "Pacesetters", the 20% of organisations actively putting AI to work to advance their missions. Their finding reframes the efficiency conversation entirely: operational efficiency is not about cutting corners. It is about freeing resources that already exist inside the organisation and redirecting them to mission-critical work. This is what the white paper calls "funding your mission from within."
Why this matters now:
The pressures on nonprofits are intensifying simultaneously. Demand for services is up 77%, yet only half of leaders say they have the funds to meet it. 95% of nonprofit leaders report employee burnout from unsustainable operating models. Administrative work consumes 30–40% of staff time, and 92% of nonprofits agree their digital experiences are not meeting their needs. Budgets are not growing to match, which means efficiency has become a strategic lifeline, not a cost-cutting exercise.
What Pacesetters do differently:
Pacesetters consolidate onto a single AI platform, digitise and automate repetitive processes, and embed AI into their mission strategy, not just their back office. The gap between Pacesetters and others is stark: 98% of Pacesetters automate repetitive tasks vs 41% of others. 93% have an end-to-end IT platform vs 19% of others.
The Pacesetter performance gap:
When Pacesetters redeploy the savings from operational efficiency back into their missions, the outcomes are measurable: 87% achieve efficiency and cost reduction vs 62% of others (+25 pts). 92% achieve topline growth vs 54% of others (+38 pts). 80% report stronger strategic impact vs 51% (+29 pts). 85% report greater innovation vs 54% (+31 pts). These are not marginal improvements. They represent a fundamentally different operating model.
The "What if?" question, a powerful C-suite conversation starter:
Only 20% of nonprofits currently operate at Pacesetter level. But the question worth asking in any boardroom: what if they all did? ServiceNow modelling suggests the answer is ~$20 billion in incremental fund savings that could be redirected to core mission and services, and 103 million more beneficiaries served per year. This reframes efficiency not as an operational concern, but as a humanitarian one. The conversation stops being about technology and starts being about impact at scale.
What ServiceNow delivers:
ServiceNow acts as the operational catalyst, unifying workflows, automating manual processes, and providing real-time visibility across funding, resources, and programme delivery. The efficiency gains are measurable: approximately 17% reduction in hardware and software costs, 25% efficiency gains across the technology landscape, and a 13% productivity increase enabled by centralised management. AI handles repetitive, data-heavy work so staff focus on strategy, innovation, and human connection.
The advisor conversation:
When speaking with a nonprofit executive, the reframe is powerful: "Every dollar and hour freed from administrative overhead is a dollar and hour that goes back into your mission. ServiceNow doesn't ask you to rip anything out. It connects what you already have and makes it work together. The question is: how much of your budget is going to coordination and complexity instead of the communities you serve?"
Reimagining CRM for Nonprofits
The problem with classical CRM:
Most CRM systems were built for data management, not mission execution. Nonprofits today juggle 5–7 disconnected systems to support a single constituent journey: donors, volunteers, and beneficiaries, and 90% of nonprofits say those experiences are falling short as a direct result. The cost of this fragmentation is not abstract: 7 in 10 donors do not give again due to impersonal, transactional experiences. 47% of volunteers leave within a few years, citing poor communication and disorganised coordination. And 83% of beneficiaries say they need to trust an organisation before accepting support. Trust that fragmented, inconsistent experiences actively erode.
System of Record vs System of Action:
Classical CRM was designed to store and organise constituent data, a system of record. What nonprofits actually need is a system of action: a platform that orchestrates seamless experiences and workflows across donors, volunteers, and beneficiaries, connecting fundraising, programmes, field services, and operations end-to-end. The difference is not a feature upgrade. It is a fundamental shift in what CRM is for.
ServiceNow's Agentic CRM for nonprofits:
ServiceNow operates as the AI-native orchestration layer, sitting above existing systems of record (including legacy CRM, ERP, and finance systems) and unifying constituent lifecycle management across a single platform. AI agents handle intake, routing, case summarisation, response drafting, and volunteer scheduling automatically. Staff are freed to focus on the human interactions that build trust and drive mission impact. Work moves seamlessly end to end, without handoffs, blind spots, or restarts.
The advisor conversation:
The reframe for a C-suite audience: "Seven in ten donors don't give again, not because they stopped believing in the mission, but because the experience felt transactional. Nearly half your volunteers will leave within a few years citing poor communication. These aren't fundraising problems or HR problems. They're systems problems. ServiceNow connects the constituent experience end-to-end, so every interaction with a donor, volunteer, or beneficiary is informed, personal, and tracked through to outcome."
Customer Impact Stories
UNHCR
UNOS
Community Living Toronto
Francis Crick Institute
Tennessee DHS
Griffith University
Second Harvest Heartland
SN Research
Humanitarian & Relief
UNHCR — UN Refugee Agency
When the Ukraine crisis created an acute need for coordinated refugee support in Hungary and Poland, UNHCR partnered with ServiceNow, BT, UNICC, and Thirdera to build a Regional Contact Centre for displaced Ukrainians. The multilingual platform (Ukrainian and Russian) was implemented in under 12 weeks.
The platform gives displaced people access to emergency services, psychosocial counselling, education, employment, healthcare, housing, and legal support, all from a single contact centre that can scale to additional countries and crises. It demonstrates what enterprise-grade technology can do when applied to humanitarian coordination.
1.5 million refugee calls supported through service delivery.
Welcome.US — Humanitarian Aid Matching
Welcome.US built the world's first humanitarian aid matching platform on ServiceNow's low-code App Engine, in partnership with Goldman Sachs. "Welcome Connect" went live in just 2.5 weeks after design was finalised, matching displaced Ukrainians (and later Cubans and Haitians) with US sponsors.
The platform is notable not just for its speed but for its philosophy: displaced populations choose their sponsors, rather than being assigned. That human-centred design was only possible because the platform could be built quickly and iterated in real time.
"One of the things I love most about the Welcome Connect platform is that it's led by refugee choice... There's no other place in the universe where displaced populations get to choose." — Nazanin Ash, CEO, Welcome.US
Blau-Gelbes Kreuz — Humanitarian Aid, Ukraine
Blau-Gelbes Kreuz (Blue-Yellow Cross) is a German-Ukrainian humanitarian organisation responding to the crisis in Ukraine. With urgent and growing needs on the ground, they required a platform to coordinate medical aid, track supply delivery, and record outcomes. Rapidly and at scale.
Using ServiceNow App Engine, the team built a custom solution managing medical aid requests, the delivery of baby supplies to new mothers, and centralised med kit information, deployed in a crisis environment with no margin for delay.
20,000+ injured people helped across Ukraine. 1,800 boxes of baby supplies delivered, tracked, and recorded.
"I can't imagine a platform on which we would be able to make a better solution." — Oleksii Makarenko, CIO, Blau-Gelbes Kreuz
WaterAid — Global Water & Sanitation, UK/International
WaterAid is a global nonprofit operating in 25+ countries, working to make clean water, decent toilets, and good hygiene accessible to all. Their IT operations were fragmented and slow, limiting responsiveness and staff efficiency across a globally distributed workforce.
Working with EY and their ITSM Blueprint approach, WaterAid deployed a unified global IT Service Management platform, with plans to roll it out across all global locations. The EY ITSM Blueprint accelerated implementation significantly versus a standard deployment.
10 weeks to implement. 40% reduction in deployment time compared to standard ITSM implementation.
"By establishing uniformity and efficiency across our IT operations, we can elevate user satisfaction, enhance stakeholder engagement, and ultimately advance our organisational mission." — Lance Norton, Global Head of IT Operations, WaterAid
Health & Social Care
UNOS — United Network for Organ Sharing
UNOS coordinates the US national organ transplant network, supporting an average of 132 organ transplants per day. Before ServiceNow, operational case documentation was fragmented across organ procurement organisations, hospitals, and labs.
ServiceNow Customer Service Management centralised all case documentation and communications onto a single platform, giving every team member real-time access to the information needed to move fast. In a domain where minutes determine outcomes, that operational connectivity is critical.
4x increased capacity for case management. 300,000 transplant and donor cases supported on the platform.
"It was important that ServiceNow offered great out-of-the-box functionality that allowed us to start seeing benefits quickly." — UNOS team
Ndlovu Care Group — Community Healthcare, South Africa
Ndlovu Care Group provides healthcare and nutritional programmes to a population of 140,000 people in Limpopo province, South Africa. Their after-school nutrition centres were run on paper. Difficult to monitor, impossible to analyse.
Using ServiceNow App Engine, Ndlovu built a custom low-code application to monitor, evaluate, and manage nutritional and healthcare projects. The app works offline in areas without internet connectivity, a critical requirement in rural South Africa. Across their centres, 627 children saw on average a 20% increase in test results following the digital transformation.
"ServiceNow lets us show our supporters that we are contributing to measurable, life-changing outcomes for thousands of children." — Dr Hugo Tempelman, CEO, Ndlovu Care Group
Vitos — Healthcare & Social Services, Germany
Vitos is one of Germany's largest providers of psychiatric and psychosomatic healthcare, operating as a nonprofit gGmbH across Hesse. Their IT team struggled with visibility: monthly and quarterly reporting required manual spreadsheet compilation, and there was no unified view of employee IT requests across the organisation.
Working with Frankfurt-based consultancy SOLVVision, Vitos deployed ServiceNow IT Operations Management as the central platform. The result was complete real-time transparency across all IT activity, no more manual reporting, full oversight on demand.
100% IT budget transparency. 100% overview of all employee IT requests.
"We no longer manually compile monthly or quarterly spreadsheets in IT. With the ServiceNow platform, we get transparency just as we want it." — Gerrit Traupe, CIO and Head of Group IT, Vitos gGmbH
Henry M. Jackson Foundation (HJF) — Medical Research, USA
The Henry M. Jackson Foundation for the Advancement of Military Medicine is a nonprofit supporting the US military medical community through research partnerships. With a growing workforce and increasingly complex research demands, HJF needed a modern IT infrastructure that matched the standard of its science.
ServiceNow HR Service Delivery was used to build "Compass" — a new employee portal — while IT Service Management transformed internal operations and Workplace Service Delivery managed bookings for their state-of-the-art auditorium. HR departments became better connected, reducing administrative delays and improving time to productivity for new staff.
70% call deflection rate. Improved experience through better-connected HR departments.
"ServiceNow allows HJF to fulfill the needs of both our employees and our research partners in a measurable way that delivers efficient execution." — Marc De Serio, CIO, HJF
Community Living Toronto — Disability Services, Canada
Community Living Toronto supports adults with intellectual disabilities across the city, shaping what a truly inclusive society looks like. Their challenge was speed and consistency of IT service. Staff needed fast, reliable support to stay focused on the people they serve.
ServiceNow delivered a one-stop self-service portal for employees, enabling instant resolution of common queries. CSM was used to manage external partner relationships, and Strategic Portfolio Management was deployed to build a culture of innovation across the organisation.
90% reduction in response times. 95% employee satisfaction rate.
"The improvement in response times is tenfold or better. That's providing transformational time savings for the people we support." — Aymen Ben Hassouna, Director, Digital Services, Community Living Toronto
JEVS Human Services — Employment & Disability Services, US
JEVS Human Services provides workforce development, disability support, and community services across the Philadelphia region. Staff were managing requests across disconnected systems with no unified view of client and employee needs.
Working with Accenture, JEVS deployed a universal intake and requesting portal for staff and community members, giving employees a single place to access information on programmes and services. IT and facilities ticketing was unified, and the organisation gained the ability to report on client service needs for future programme planning.
1,100+ closed or resolved inquiries within two months of launch. 326 customers served in the same period.
"We wanted to centralise and support the work for our staff and our clients, and this is going to jumpstart and propel us further into the future than we anticipated." — Cynthia Figueroa, President & CEO, JEVS Human Services
Second Harvest Heartland — Food Bank, USA
Second Harvest Heartland is one of the largest food banks in the US, serving communities across the Upper Midwest. Their contact centre was struggling: multiple disconnected systems meant slow responses, poor data quality, and staff unable to have meaningful conversations with the neighbours they serve.
ServiceNow Public Sector Digital Services (PSDS) consolidated operations into a centralised contact centre, capable of handling calls in seven languages. The platform also transformed their ability to capture data and insights, enabling a far more informed and caring service experience.
74% faster call return speed. 8,000 neighbours supported in the first three months.
"With ServiceNow, we can have a more friendly, informed, and caring conversation with our neighbors." — Jen Gareis, Business Analyst, Second Harvest Heartland
RNIB — Royal National Institute of Blind People
RNIB serves 2 million blind and partially sighted people across the UK. They deployed ServiceNow ITSM and Employee Center to create an accessible Property Service Desk, managing over 100 residential properties across their network.
The implementation met strict accessibility criteria: customised fonts, sizes, and branding designed for users with visual impairments. This story is a powerful illustration of how ServiceNow.org applies the platform's flexibility to serve organisations whose beneficiaries have specific accessibility requirements.
Research, Libraries & Technology
The Francis Crick Institute — Biomedical Research, UK
Europe's largest biomedical research centre, the Francis Crick Institute is home to some of the world's most important medical research. When COVID-19 hit, they needed to launch a self-test and trace application for 2,000+ staff, fast.
Having already deployed ServiceNow as their IT platform, the Crick team was able to move immediately. The UK's first employee self-test and trace app was built and launched in 22 days, allowing scientists and researchers to safely return to their labs and continue critical work. 120,000 tests conducted in the first three months.
This is a powerful illustration of what happens when an organisation has the platform already in place, when the moment demands speed, the building blocks are there.
"Engaging with ServiceNow was a strategic decision. It meant, when the pandemic hit, we had all the building blocks in place to move quickly." — James Fleming, Director of IT, The Francis Crick Institute
Space Telescope Science Institute (STScI) — Scientific Research, USA
The Space Telescope Science Institute — home of the Hubble Space Telescope and the James Webb Space Telescope — is a world-leading scientific research facility. Despite operating at the cutting edge of science, their internal IT processes were manual, paper-based, and running on disconnected legacy systems.
ServiceNow transformed IT operations with an agile infrastructure and workflow automation, delivering fast and responsive services to scientists, astronomers, engineers, and IT staff alike. Six new customer-facing self-service portals were launched, and 215 active workflows are now running in production.
6 new self-service portals. 215 active published workflows in production.
"Our working group of scientists, astronomers, engineers, and IT people all agreed that ServiceNow was the game-changer we needed." — Susan Reed, Deputy Division Head of IT, STScI
OCLC — Global Library Cooperative, USA/International
OCLC is a global nonprofit library cooperative providing shared technology services to thousands of libraries worldwide, processing an extraordinary volume of search and discovery activity every day. Manual processes and the risk of human error were limiting their ability to operate at the scale their members needed.
ServiceNow Discovery, IT Operations Management, and IT Service Management were deployed to automate internal processes, safeguard system availability, and streamline IT service delivery, enabling OCLC to serve their global membership without proportionally growing their support teams.
40 million+ search requests processed each day. 15 million+ configuration items with a 98% automated data entry rate.
"ServiceNow automation gives us an edge by eliminating slow, manual processes and the risks of human error." — Steve Driscoll, Lead Software Engineer, OCLC
MCNC — Nonprofit Technology Provider, USA
MCNC is a nonprofit technology organisation providing advanced networking and technology services to education, research, government, and public safety communities across North Carolina. Their sales and service processes were fragmented, slowing down their ability to serve members efficiently.
ServiceNow delivered a unified CRM platform that connected sales cycles, service delivery, and constituent management. The solution was designed and launched rapidly, demonstrating that CRM modernisation for nonprofits does not have to follow the traditional 18–24 month transformation timeline.
25% faster sales cycles. CRM solution live in 8 weeks.
Education & Public Sector
CareerVillage.org — AI Career Coaching
CareerVillage.org received technology donations, cash funding, and ServiceNow employee volunteering to build an AI-powered career coaching platform called "Coach", developed in partnership with Deloitte and GlideFast Consulting.
Coach provides personalised career guidance to learners who lack access to human career advisors. The ambition is to serve millions of learners over five years, democratising access to career intelligence that has historically been available only to those with the right personal networks.
Royal College of Art — Higher Education, UK
The Royal College of Art is one of the world's leading postgraduate art and design universities, based in London. With a highly specialised student body and limited administrative resource, enabling students to resolve their own queries without staff intervention was a strategic priority.
ServiceNow transformed how students access information and support, creating a self-service environment so effective that the vast majority of students now resolve queries independently rather than contacting support teams directly.
28x the percentage of students relying on self-service support.
Western Sydney University — Higher Education, Australia
Western Sydney University serves a large and diverse student population across multiple campuses in Greater Western Sydney. Administrative complexity was high. Students and staff navigating paper-based processes, disconnected portals, and fragmented support services.
ServiceNow unified student and staff services onto a single platform, eliminating paper forms and connecting over 300 resources for students and administration in one place. The result was a dramatically simpler experience for everyone who needed support.
100% reduction in paper forms and requests. 300+ resources connected for students and administration on one platform.
Griffith University — Higher Education, Australia
Griffith University is a multi-campus university serving tens of thousands of students across Queensland and New South Wales. Their student services team was overwhelmed with high volumes of calls, emails, and walk-in inquiries, many of which could be resolved through self-service if the right platform was in place.
ServiceNow Customer Service Management transformed the student services experience. Within six months of launching, self-service adoption had surged and contact volumes across every channel dropped significantly.
87% increase in self-service rate in the first six months. 31% reduction in call volume. 46% decrease in email inquiries. 26% drop in walk-in inquiries. 43% boost in first-contact resolution.
University of South Carolina — Higher Education, USA
The University of South Carolina serves a large student and staff population across its flagship Columbia campus and regional campuses. High call volumes into their IT and student services teams were creating cost pressure and a poor experience for students who had to wait for answers to routine queries.
ServiceNow's self-service capabilities transformed how students access support, deflecting a substantial proportion of incoming phone calls to instant digital resolution. The financial impact was immediate and measurable.
$8,000 saved in a single week through self-service initiatives. 79% deflection rate for incoming phone calls.
Tennessee Department of Human Services — Public Sector, USA
The Tennessee Department of Human Services delivers social support programmes — including childcare assistance, food support, and employment services — to hundreds of thousands of Tennesseans. When COVID-19 created an urgent need to expand childcare benefits to essential workers, they needed to stand up a new digital service channel in days, not months.
ServiceNow deployed a virtual agent portal in just three days, capable of handling the full volume of incoming requests. The AI-powered platform absorbed a workload equivalent to 22 full-time call centre agents, demonstrating the speed and scale possible when the platform is already in place.
380,000 chats handled by Virtual Agent, equivalent to the caseload of approximately 22 call centre agents. Portal live in 3 days.
Advisor Talking Points
Why ServiceNow.org exists — the "so what" framing
ServiceNow's corporate mission is to make the world work better for everyone, not just large enterprises. ServiceNow.org is the expression of that word "everyone." It recognises that the technology gap between the commercial sector and the nonprofit sector is widening, and that nonprofits, who exist precisely to serve the people commercial organisations don't serve are being left behind.
The 92% of nonprofit executives who say digital experiences don't meet their needs aren't failing because they lack ambition. They're failing because they haven't had access to the same tools. ServiceNow.org changes that equation.
How to talk about ServiceNow.org in your own networks
You don't need to be a technology expert to advocate for ServiceNow.org. The most powerful framing is mission-first:
For nonprofit sector contacts: "The same platform helping major banks and healthcare systems run more efficiently is now being made available to nonprofits, with dedicated support and the same level of partnership. It's not just software; it's a long-term commitment to your transformation."
For commercial sector contacts: "ServiceNow's social impact arm is applying enterprise AI to humanitarian challenges at scale: UNHCR built a refugee support platform in 12 weeks, a South African healthcare NGO is now tracking outcomes for 140,000 people on a system they built themselves with no-code tools. This is what happens when enterprise technology meets mission."
For board-level or policy contacts: "ServiceNow has set a goal to reach 1 billion people through its social impact work. That includes not just nonprofits — but workforce development — training 3 million people in technology skills by 2027, with a specific focus on underserved communities."
Questions you might be asked, and how to respond
"Is this just a marketing exercise — ServiceNow giving away a few licenses?"
No. ServiceNow.org is a dedicated business unit with specialist staff, a multi-year partnership model, implementation support, and $27M+ in annual social investment. The Partnership for Good Grant includes 1,200 implementation hours and $100K in direct cash per recipient. It's a full transformation programme, not a software donation.
"What's in it for ServiceNow commercially?"
Brand credibility, talent attraction, long-term market development, and genuine belief in the mission. ServiceNow explicitly treats ServiceNow.org as a long-term investment in the communities where it operates, not a short-term marketing campaign.
"Can my organisation (or one I know) access this?"
The Partnership for Good Grant runs annually and accepts applications from nonprofits globally. The Nonprofit Transformation Bundle is available to qualifying organisations. The best starting point is servicenow.com/solutions/industry/non-profit.html
Need support with a ServiceNow.org conversation or engagement?
The ServiceNow.org team can help you prepare for nonprofit conversations, develop tailored talking points, or capture engagement outcomes.
All content sourced from: servicenow.com/org, servicenow.com/solutions/industry/non-profit.html, servicenow.com/company/global-impact/social/community-engagement.html, ServiceNow Global Impact Report 2025, Diginomica (Vanessa Smith interview), Training Industry, GlobeNewswire, BusinessWire. Last reviewed April 2026.
Purpose: This is a C-level tailored toolkit specifically designed for the Global Advisory Council (GAC) to reference. It is restricted access and is intended for reference and educational purposes only.
Development: Content has been developed collaboratively using ServiceNow brand assets, customer stories, and program expertise. This work has been amplified and executed using AI.
Accuracy: Content should be directionally correct, but please expect possible oversights or errors. If you have concerns or identify inaccuracies, please raise these with [email protected].