Catalog
Every module, family, and term - searchable by name, acronym (ITSM, CMDB, SPM…), or the problem in your own words. Prefer pictures? Use the map.
Now Assist (Generative AI)
Now Assist is ServiceNow’s family of generative-AI capabilities delivered through product-specific applications and skills for areas such as ITSM, CSM, HRSD, Virtual Agent, and Creator workflows. Availability and licensing vary by skill and product.
Virtual Agent
Virtual Agent provides conversational self-service through supported web and messaging channels. Microsoft Teams, Slack, and other channel integrations require their respective installation and configuration.
Customer Data Foundation
The customer identity and relationship model for external customers: accounts, contacts, consumers, and households. Sold products, install base, contracts, and entitlements provide related downstream service context.
Advanced Work Assignment (AWA)
The engine that pushes the right work to the right person automatically, instead of agents cherry-picking from a queue. It considers who's available, their capacity, and their skills, then routes cases, chats, or tasks accordingly. Used across CSM, FSM, and HR.
CSM Case Management
CSM Case Management tracks customer issues and requests against the appropriate B2B account/contact or B2C consumer model, with product, contract, entitlement, and channel context when those capabilities are configured.
Employee Center
A unified employee self-service experience for configured content, requests, knowledge, and departmental services. Workplace, legal, HR, procurement, and IT capabilities appear only when those services are implemented.
Health & Safety
A Health and Safety suite for safety incidents, cases, risk assessments, audits, contractor controls, corrective actions, and related worker-safety processes. Available capabilities depend on the installed Health and Safety applications.
HR Service Delivery (HRSD)
The HR team's version of a service desk: employees ask questions and make requests (pay, benefits, leave, onboarding), HR handles them as cases with confidentiality controls, and standard processes like onboarding get automated end to end. Sits behind Employee Center.
Legal Service Delivery (LSD)
A structured front door and workflow for a corporate legal department: employees submit legal requests (contract review, advice, NDAs) through a portal, and the legal team triages, assigns, and manages them as matters - instead of ad-hoc emails and shared inboxes.
Field Service Management
The system for managing work that requires someone to physically show up - installations, repairs, inspections, maintenance. It schedules and dispatches the right technician (with the right skills, parts, and location), guides them through the job on a mobile app, and tracks parts and time.
Work Order Management
The structured lifecycle of a field job: a work order captures what needs doing, breaks into tasks, gets assigned and scheduled, and moves through states to completion and sign-off. It's the backbone record that FSM scheduling and mobile work revolve around.
Workforce Optimization
The management layer for the people delivering field service. It adds shift and schedule planning, agent calendars, team performance views, skill development, coaching, and training on top of Field Service Management work-order execution.
Card Operations & Disputes
An umbrella for Financial Services Card Operations, including card applications, card service requests, and dispute-management capabilities. Network and vendor integrations apply only when specifically installed and configured.
FSO Servicing
An SNFlows umbrella for Financial Services Operations capabilities across banking, insurance, shared services, complaints, loans, and other separately installed industry workflows.
Audit Management
Runs the internal audit function: planning what to audit based on risk, executing engagements with workpapers and evidence, recording findings, and tracking remediation to closure - replacing document-and-spreadsheet audits with a managed workflow that reuses existing risk and control data.
Business Continuity Management (BCM)
Preparing the business to keep running through disruptions: analyzing which processes are critical and how quickly they must recover (business impact analysis), building and maintaining continuity plans, and coordinating response when something actually happens.
Policy & Compliance Management
Managing the organization's policies and the controls that enforce compliance with regulations and frameworks (ISO 27001, SOC 2, NIST, etc.). It maps requirements to controls, tests whether controls are working, and tracks remediation - so compliance is continuous rather than a scramble before each audit.
Risk Management
A live system for identifying, assessing, and monitoring the risks a business faces - operational, technology, financial - replacing periodic spreadsheet exercises with a continuously updated risk register that can pull real signals from across the platform.
Third-Party Risk Management (TPRM)
Assessing and monitoring the risk your vendors and partners introduce: sending due-diligence questionnaires, scoring responses, tracking issues to remediation, and re-assessing periodically - so third-party risk is managed continuously rather than at onboarding only.
Document Intelligence
Reads documents - invoices, forms, PDFs, emails - and pulls the important fields out as structured data a workflow can use, with a human check where confidence is low. It removes the manual data-entry step at the front of many processes.
Robotic Process Automation (RPA)
RPA Hub orchestrates software robots that perform repeatable user-interface and desktop tasks across applications. It is especially useful for legacy or UI-driven systems, but is not limited to systems with no API.
Workflow Data Fabric
Workflow Data Fabric connects, federates, streams, or synchronizes external data so ServiceNow workflows and AI can use governed enterprise data. Access in place, streaming, replication, and copying depend on the selected capability.
Cloud Cost Management
Cloud cost visibility and optimization capabilities whose ingestion, allocation, and governance features depend on the installed Cloud Cost Management application and configured cloud-provider integrations.
Enterprise Asset Management (EAM)
Extends asset management beyond IT to the physical things a business runs on - machinery, vehicles, medical devices, facilities equipment - including their maintenance schedules. It brings the same lifecycle discipline to operational assets and pairs naturally with field maintenance work.
Hardware Asset Management (HAM)
Tracking physical IT assets - laptops, phones, servers, monitors - through their whole life: ordered, received into a stockroom, assigned to a person, moved, and eventually retired and disposed. It answers "who has what, what did it cost, and when does it need replacing?"
Software Asset Management (SAM)
Managing software licenses and subscriptions: what you're entitled to, what you're actually using, and whether those match. It closes the gap between over-buying (wasted spend) and under-licensing (audit exposure), across on-prem software and SaaS.
Demand Management
Demand Management captures and evaluates proposed investments or work. Ideas, catalog requests, and other intake channels may feed demands, but they remain distinct records and integrations.
Project & Portfolio Management (PPM)
Running projects and grouping them into portfolios: planning work (waterfall, agile, or hybrid), tracking progress and status, managing deliverables and milestones, and giving leadership a portfolio-level view of what's in flight and how it's going.
Resource Management
Resource Management plans and assigns capacity, roles, skills, schedules, and people to work that requires staffing, including projects and demands where those applications are used.
Strategic Planning
Strategic Planning connects goals and priorities to portfolio plans, planning items, scenarios, roadmaps, targets, and execution. Enterprise Architecture can provide shared capability and value-stream context.
Discovery
Automated scanning that finds the servers, applications, network devices, and cloud resources running in your environment and keeps the CMDB populated and current - without anyone maintaining a spreadsheet. It's how a CMDB stays trustworthy at scale.
Event Management
Event Management ingests supported monitoring events, normalizes them, creates alerts, binds alerts to CIs where possible, and applies configured grouping, correlation, remediation, and task-creation rules.
Service Mapping
Builds a map showing which pieces of infrastructure work together to deliver a business service - so when the "online checkout" service degrades, you can see exactly which servers, databases, and connections are involved. It turns a flat inventory into service context.
Change Management
A controlled way to modify anything that could impact an IT service - updating a server, deploying an application, swapping network gear. Each change gets assessed for risk, approved by the right people, scheduled to avoid collisions, and reviewed afterward. The goal isn't bureaucracy; it's making beneficial changes with minimum disruption.
Incident Management
The system your IT team uses when something breaks: a user reports it (or a monitoring tool detects it), the right team gets it, works it, and restores service as fast as possible. An "incident" is simply an unplanned interruption or degradation of a service - from "my laptop won't start" to "email is down for everyone."
Major Incident Management
A dedicated response process for the incidents that hurt: highest impact, many users, crucial services down. It adds what a regular ticket can't - a coordinated response team, structured stakeholder communications ("here's what we know, next update at 3pm"), and a post-incident review so the organization actually learns from the event.
On-Call Scheduling
Schedules, rotations, and escalation rules that answer one question reliably: *who gets contacted right now when a critical system breaks?* When an incident lands, ServiceNow works out who is on shift, notifies them, and automatically escalates to the next person if nobody acknowledges.
Problem Management
Where Incident Management fixes the symptom, Problem Management finds and eliminates the cause. When the same thing keeps breaking, a "problem" record tracks the investigation into why, documents the temporary workaround so every technician knows it, and drives a permanent fix.
Performance Analytics
Performance Analytics collects scores for defined indicators over time and supports targets, breakdowns, trends, and dashboards for process measurement.
Predictive Intelligence
Predictive Intelligence provides configurable machine-learning solution types such as classification, regression, clustering, and similarity. Training data, record volume, and supported target fields vary by solution.
CMDB Foundation
The CMDB (Configuration Management Database) is ServiceNow's inventory of everything your business runs on - servers, laptops, applications, network gear, cloud resources - and, crucially, how those things connect to each other. Each entry is a configuration item (CI).
Data Foundation & Quality
An SNFlows implementation foundation for governing, loading, validating, and maintaining the organizational and migrated data used by ServiceNow workflows.
Integration Foundation
An SNFlows implementation grouping for ServiceNow APIs, Integration Hub, spokes, MID Server connectivity, and related integration capabilities; it is not one installable application.
Platform Core Setup
The shared instance setup commonly needed across implementations: users, groups, roles, organizational data, security controls, authentication, localization, and branding as applicable.
Configuration Compliance
Tracks whether systems are configured securely against benchmarks (like CIS), ingests configuration-scan results, matches failures to assets, and drives remediation - the configuration-hardening companion to Vulnerability Response (VR)'s patch-focused work.
Security Incident Response (SIR)
A structured workspace for the security team to handle security incidents - phishing, malware, breaches - with guided playbooks, automated enrichment, and integration to security tools (SIEM, EDR). It brings the discipline of IT incident management to the SOC, with the CMDB providing asset context.
Threat Intelligence
Feeds external threat data (indicators of compromise, known bad actors, campaigns) into security investigations so analysts can quickly tell whether what they're seeing is a known threat - and automatically enrich security incidents instead of manually looking things up.
Vulnerability Response (VR)
Turns raw vulnerability-scanner output into prioritized, assignable remediation work. It ingests findings (from Qualys, Tenable, Rapid7, etc.), matches them to assets in the CMDB, prioritizes by real risk, and drives fixes through to closure - so teams patch what matters instead of drowning in a scanner's export.
Procurement Operations
A managed front door and workflow for buying things: employees request purchases through a portal, procurement triages and processes them as cases, and the work connects to sourcing, suppliers, and the finance/ERP systems that execute payment. It brings service-management discipline to procurement intake.
Supplier Lifecycle Management
Managing suppliers from onboarding through ongoing relationship: capturing and verifying supplier information, running onboarding workflows, and maintaining an authoritative supplier record - so procurement, risk, and finance all work from the same trusted supplier data.
Order Management for Telecommunications (OMT)
Telecom order orchestration that decomposes product orders into service and resource orders, coordinates fulfillment work, and can invoke TNI to create or update network resources.
Telecom Service Management (TSM)
Telecommunications Service Management unites telecom customer service and network-operations context so providers can offer self-service, manage customer issues and service problems, coordinate ecosystem support, and communicate disruptions.