ServiceNow Applications | ITSM, ITBM and ITOM Applications

Article briefs ServiceNow ITSM Applications, ServiceNow ITBM Applications and ServiceNow ITOM Applications . List of all ServiceNow Applications along with brief overview has been given in this article. ServiceNow is a emerging platform and new applications are also keep adding to this platform in future. We have tried to cover as much as possible ServiceNow applications along with their categorization in this article. 

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ServiceNow platform is a full-fledged enterprise IT cloud solution. ServiceNow ITSM, ServiceNow ITOM and ServiceNow ITBM offers variety of ServiceNow Application and Modules which helps in provide service management, business management, operational management, financial management related services. 

In this ServiceNow Tutorial you will get the brief of ServiceNow applications and modulesServiceNow can also integrates with other applications or tools such as Moogsoft, Jira, LDAP and many more, which makes ServiceNow platform more robust and flexible.

This article will provide you brief on almost all applications and modules in ServiceNow.
ServiceNow specializes in ITSM, ITOM and ITBM applications. Below are separate list and brief of applications which comes under these categories.

ServiceNow ITSM Applications (IT Service Management in ServiceNow):

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ServiceNow ITSM Application Picture

ITSM in ServiceNow basically tells that how to manage IT services, means end to end workflow through which customer IT needs or demands will be fulfilled. In ServiceNow ITSM applications ITIL best practices has been implemented to manage IT services and deliver value to customer.

** Service is basically delivering a value to a customer or in other words we say that fulfils the customer demands and needs.

List of some applications which is considered in ITSM ServiceNow are:

Incident Management:

An incident is a disruption of IT services offered to the customers and Incident management is the process of managing IT service disruptions and focuses on returning or restoring IT services to normal as quickly as possible within agreed service level agreement, it is the core component of ITSM framework. IT helpdesk plays a vital role in Incident Management. For e.g. If any user or customer face any disruption to IT service, he directly calls Service Desk or Log incident ticket for the same using ServiceNow tool, then IT service desk take the ownership of the ticket and give their effort to resolve and restore the service as required.

Problem Management:

When IT service disruption is faced by multiple users or recurring of incidents has been observed or known errors has been observed in IT infrastructure or any pre-identification of error observed in services, then this all comprises to a problem and to deal with all these kinds of problems Problem management comes into picture. Problem management is the core component of ServiceNow ITSM framework and it is a process to find out the solution of problems, preventing the recurring incidents and to resolve those problem through change management or without change management process.

Change Management:

In an IT infrastructure a software application may include modification to existing applications to address identified problems, business need or any other requirements. Similarly, a hardware may also include changes to network, storage devices, components, configuration items, replace malfunctioning hardware etc. So, the change management process is used to track and manage all IT Infrastructure changes which including software and hardware changes both. 

Release Management: 

In an IT infrastructure the release management process is used to build, test and deliver the capability of the service crafted in Service design so that it will deliver the intended objectives. The purpose of release management process is to finalize release packages which will provide optimal value to business service when deployed.

Request Management:

IT organization as a service provider provides the list of services (catalog) to its customers for which they will be entitled. These services can be business services, technical services or personal services which may vary according the category of IT user. So, the request management is an end to end process to manage the complete cycle of requesting the service till the request fulfillment. Process cycles may differ based on the service IT user has requested.

Service Level Management: 

Service level management is process which uses the service catalog to establish offerings, establish agreements, monitor performance and to track service consumption for each business unit customers.

Knowledge Management:

The knowledge management process is used to standardized, correct and authorized the solutions and methods to solve their problems. The purpose of knowledge management is to ensure that the correct and relevant information is made available to the competent person in timely manner to enable decision and reduce risks and wrong actions.

Configuration Management: 

Configuration management process provides a logical model of the IT infrastructure or a service by identifying, controlling, maintaining and verifying the Configuration Item and the relationships that exists between them. Configuration management process mainly revolves around the development and management of a centralized data repository named configuration management database and deals with the technical configuration changes and relationship changes.

Asset and Cost Management: 

Asset management process is used to track and manage all IT assets fall within identified scope of this process. Asset management manages the life cycle of a particular asset from asset request to disposal by the vendor which may include ordering, shipping, receiving, tagging, deployment, decommissioning, retirement, disposal etc.

Continual Improvement Management: 

As we know that whatever process is implemented in an IT organization, business services and product offered to customers is never ended strive for perfection in everything we do, right. So continual Improvement Management process helps to identify and work towards to improvement of business services, products and other implemented processes in an IT organization.

Performance Analytics:  

It is a platform Analytics application for ServiceNow customers through which customer can analyze the overall performance of the system. Performance analytics application helps to create report on KPI's, metrics, management dashboards and also provides key business questions to help increase quality, reduce the time and the costs of Service Delivery to implement.

ServiceNow ITBM Applications (IT Business Management in ServiceNow):

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ServiceNow ITBM Applications Picture

ITBM ServiceNow provides the suites of application as mentioned below to manage business side of IT. It basically allows IT departments to run more like a business unit while aligning with the organization’s overall goals. ITBM modules helps to effectively manage project management process and demands. Below are the ITBM ServiceNow applications:

PPM (Project Portfolio Management): 

Project portfolio management is use to increase the business value by managing the projects as a portfolio of investment. Through project portfolio management multiple project can be managed, it also helps the organization to plan, resource, and manage work. Below are the modules which comes under PPM:

1. Demand Management: 

The Demand Management process is basically used to ensure all the service enhancement demand requests are catered in a timely manner and seamless manner. The demand would be related to service enhancement, IT Infrastructure and applications.

2. Resource Management: 

Resource management basically helps in resource leveling and smoothing Through resource management application project managers, change managers can create a resource plan, request resources, allocation of resources and managing the resources based on their skills and technology.

3. Project Portfolio:

Project portfolio modules help in manage multiple projects of an organization. Project portfolio management helps the organization to plan, resource, and manage work.

APM (Application Portfolio Management): 

Application portfolio management is basically a proactive approach. Its process helps to manage application portfolio which is required to support the business. In ServiceNow application portfolio management provides detailed understanding of applications used in an organization which basically leads to cost-saving, improve efficiency, reduce total cost and IT budgets.

Agile development and Test: 

We all are aware of this term agile methodology right. It is basically a software development model which help in delivering software projects. So, this application helps in managing and tracking the software development using an iterative, incremental, and flexible approach.

ITFM (Information Technology Financial Management):

Financial management is basically controlling the financial activities. So, in ServiceNow this application will help to do financial planning, financial modelling and financial charging which helps the organization to track, allocate and provides report on expenses.

ServiceNow ITOM Applications (IT Operations Management in ServiceNow):

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ServiceNow ITOM Applications Picture

IT operations Management help the organization to gain visibility of IT infrastructure along with control and maintenance on a continuous basis. ITOM process basically helps in managing the availability of infrastructure and services. Below are the ITOM ServiceNow applications each and every application perform specific operations.


Discovery in CMDB finds computers, servers, printers, a variety of IP-enabled devices, and the applications that run on them. It can then update the CIs in your CMDB with the data it collects. It gives a clear view into organization IT ecosystem to identify, manage, and verify all configuration items (CI) in an organization environment.

Service Mapping:

Service Mapping in CMDB is a application discovers all application services or business services in your organization. Service Mapping in CMDB is very precise and it builds a comprehensive map of all devices, applications, and configuration profiles used in those business services.

Cloud Management:

It allows IT Team to provision cloud infrastructure and services for providing management with consistency, Cost visibility and compliance,

Event Management:

Event management helps in monitor the health of business services and infrastructure using a single management console and respond appropriately to any issues that come up. Event Management provides intelligent event and alert analysis to ensure continuity of business service performance. There are several event management tools such as Nagios, SCOM, Solor Winds etc.


Orchestration in Servicenow automates simple or complex multi-system tasks on remote servers that are normally done manually. This automation of work saves time, removes repetitive tasks and reduces human error. Orchestration combines the ServiceNow graphical workflow with the MID Server to run Orchestration-specific workflow activities. It coordinates with multiple systems to function together effectively to achieve a goal.

Operational Intelligence:

It is an add on application to ServiceNow. It is used to identify and prevent the potential services outages. Operational intelligence application captures the data from various data sources such as Nagios server and other monitoring servers. Then based on data analysis it figure out the anomalies.

We hope above the information related to different ServiceNow Applications will be helpful for you. There are lots of applications in ServiceNow and more new applications will also get included in ServiceNow platform in future. ServiceNow is emerging day by day and now it is a market leader in ITSM, ITOM applications and is used by lots of big name companies in the World. Please do share your feedback below.  

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