What is ServiceNow? An Ultimate Guide

In a multinational company, onboarding hundreds of new employees is a routine task. But what if their employee files are scattered over five different systems? Wouldn’t it be a hassle for HR teams to maintain these files?

Every organization requires systems and processes that are easily accessible and keep the management smooth. This is where ServiceNow steps in, a cloud-based platform designed to streamline your workflows and improve overall efficiency. It helps connect all your data in one place, automating repetitive tasks and maintaining customer relationships. ServiceNow transforms how businesses operate in today’s digital world, from IT service management (ITSM) to app development and beyond.

In this blog, we’ll break down what is ServiceNow, explore its key features and benefits, and show you how you can kickstart your ServiceNow learning journey to land high-paying ServiceNow jobs.

What is the History of ServiceNow?

Founded in 2003 by Fred Luddy, ServiceNow began as a workflow automation tool specifically designed for IT departments. His vision was to automate routine work for employees or customers, such as raising ‘tickets’ to be dealt with by an IT help desk.’ It would save the IT help desk time and make life easier for all concerned parties. Fast forward to 2024, and ServiceNow is an outstanding service management platform, providing a singular solution to bring together all your business functions. Be it customer service, HR, security, finance, marketing, or any other domain, ServiceNow can integrate everything more effectively, leading to enhanced performance and efficiency.

Let’s move on to understand how ServiceNow is revolutionizing industries with its solutions. 

What does ServiceNow do?

At its core, ServiceNow is a centralized hub for organizations to automate, simplify, and scale their operations. It allows the organization to optimize how employees and customers use their technology. It goes beyond data analysis and provides solutions for enhanced day-to-day processing. Here are some major solutions that ServiceNow provides:

1. Solutions For Employees

ServiceNow drives employee excellence and unmatched experience. It enables access to all information and tools while supporting them at every step. It makes operations less complex and improves productivity within the organization. ServiceNow is particularly useful for efficient processes streamlined through technology and AI for the best outcomes for employees. 

2. Solutions For Customers

Whether closing complaint tickets faster or utilizing AI capabilities for self-service, ServiceNow is built to excel in customer experience. ServiceNow’s AI-driven workflows categorize the complaints and route them to the right team. To increase the loyalty ratio of customers, it helps your team with features that enable faster response time and drive down case volumes. AI-powered automation and workflows are the highlight of this smooth customer experience.

3. Solutions For IT and Operations

Operations are a crucial part of any business. ServiceNow’s solutions create open, reliable, and efficient workflows to give you a competitive edge. It enables you to expand and innovate while achieving speed and agility. It also utilizes automation, AI, and machine learning to provide safe, robust technological services that set your company apart while eliminating risks. For example,  ServiceNow ITSM monitors server performance to predict potential failures timely and automates fixes with minimal disruption.

4. Solutions For App Development

ServiceNow products specialize in hyperautomation and low code development capabilities. Now, you can build your apps faster with minimal manual work. The low code and no code tools allow you to automate workflows and deploy applications smoothly without compromising quality. The built-in Generative AI features are the highlight of building powerful applications in ServiceNow.

5. Solutions For Finance and Supply Chain Management

Finance and Supply Chain are important aspects of any business. Managing these departments effectively results in smart work and low cost; thus, ServiceNow specializes in delivering innovation to this sector. It automates routine tasks and makes collaboration with suppliers easier by removing outdated technology for smooth operations. 

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What is the ServiceNow Now Platform?

The ServiceNow Now platform is the foundation of all ServiceNow Products. It is a tech stack where all services and solutions provided by ServiceNow are built and provided for general use. It is where everything from workflows to departments comes together and connects for a smoother operation of your business. The strength of the Now platform lies in its ability to work with systems and data already being used by a business, avoiding any digital sprawl, aka duplication. With user-friendly tools and low-code features, it helps in the automation of day-to-day tasks for any department of the organization.

For example, a company can use the Now Platform to create an automated onboarding process for new employees. Once hired, employees can receive their login credentials, access training materials, and set up meetings, all without manual intervention. Besides HR delivery systems, there are various products on the Now platform, which we will explore in the next section.

List of ServiceNow Products

ServiceNow’s vast suite of products can provide all kinds of solutions. These tools and their built-in automation capabilities help streamline operations in various departments. These different aspects of ServiceNow also offer great career opportunities for ServiceNow Admins and Developers to specialize and progress.

Here is a list of all ServiceNow products offered to enhance collaboration and reduce organizational costs. 

01. IT Service Management (ITSM)

ServiceNow ITSM (IT Service Management) is the most popular tool on the cloud platform. It helps organizations manage resources, resolve issues, and configure internal IT servers. ITSM makes incident management, problem management, change management, and asset management more efficient.

02. IT Operations Management (ITOM)

While ITSM takes care of the infrastructure, ITOM looks after a business’s operations. This innovative product by ServiceNow supports an organization’s operations and process organization, improving its performance. It aids communication and collaboration between teams and stakeholders. 

03. Customer Service Management (CSM)

The ServiceNow CSM (Customer Service Management) tool is hard to miss. CSM supports personalized customer experiences across all channels. 

The tools in CSM consist of workforce optimization and guided decisions. This product’s machine learning and predictive intelligence also simplify everyday tasks.

04. App Engine

App Engine is ServiceNow’s application suite. It enables you to build custom applications on the Now Platform. You can simply use low-code and no-code development features to build customized, powerful applications for your needs. This platform’s integration capabilities allow you to automate processes while using AI and analytics to work more efficiently.

05. Automation Engine

When your internal systems have repetitive tasks and processes to execute daily, the ServiceNow Automation Engine puts intelligent technologies to work. It uses robotic process automation technology to connect your third-party systems and automate repetitive work. The best part is that it is easy to use, as no coding is required.

06. Strategic Portfolio Management (SPM)

Strategic Portfolio Management (SPM) is ServiceNow’s strategy creation and management tool. It helps align business goals and objectives to optimize the performance of IT-related projects.

07. HR Service Delivery

HR Service Delivery is a streamlining tool for HR processes that enhances employee experience. It takes over HR case management, onboarding, offboarding, support, and even self-service tools.  With its AI-powered workforce management and engagement capabilities, HRSD is exceptionally efficient for enterprises.

08. Security Operations (SecOps)

SecOps provides the tools to manage security incidents and vulnerabilities quickly and successfully. It helps ensure that potential issues are identified and addressed before they can damage the business.

09. Governance, Risk, and Compliance (GRC)

Every business has Governance and Compliance policies in place for smooth operations. ServiceNow’s Governance, Risk, and Compliance (GRC) platform facilitates the organization’s governance and compliance and implements regulatory compliance, risk assessments, and policy management.

10. Workplace Service Delivery (WSD)

Workplace Service Delivery (WSD) is a singular, centralized system for in-house employees. It offers support to various departments like IT and HR and consists of tools for managing space, optimizing utilization, standardizing visitors, and streamlining operations.

11. Field Service Management (FSM)

Field Service Management (FSM) is another impactful product by ServiceNow. It is particularly useful for industries and businesses that operate in a site or field environment. It takes over out-of-office tasks, order management, scheduling, and dispatch of resources, providing field service operations for technicians and others who operate on-location to serve customers.

12. Finance and Supply Chain

As we mentioned before, finance and supply chain management are important aspects of any business, and thus, ServiceNow’s Finance and Supply Chain product is beneficial. You can easily consolidate teams, data, and even processes in a single platform. It also helps automate various manual tasks and implement workflows.

Benefits of ServiceNow

ServiceNow has become a cornerstone for businesses that require swift operations with growth. Here are some benefits that make it an ultimate choice for organizations in every industry:

1. Efficiency at Scale: ServiceNow actively eliminates manual labor by automating routine tasks. Users have reported up to 60% improvement in task completion time, leading them to focus on higher-value activities.
2. Seamless Collaboration: Cross-departmental collaboration cannot be skipped in any organization. ServiceNow makes it easier for teams to collaborate. Whether in HR, IT, or Customer Service, it offers a unified platform for better communication and breaks down barriers. 
3. Enhanced Customer Experience: Customer Experience always takes the top row in any business. To ensure customer satisfaction, ServiceNow reduces resolution time with AI-powered insights so employees can respond faster. 
4. Scalability for Growth: The cloud-based architecture of Servicenow adapts seamlessly to the growing needs of a business without any compromise in performance. It suits organizations of all sizes, from start-ups to Fortune 500 companies, making it easier to scale.
5. Data-Driven Insights: The platform’s analytics and decision-making abilities are smart and work in real-time. It tracks everything from customer data to product performance to give you the insights you need to improve existing services and new launches.
6. Cost Optimization: By automating workflows and reducing errors, ServiceNow can save companies millions annually. On average, organizations see a 30% reduction in operational costs after implementing ServiceNow.

Why You Should Learn ServiceNow?

Learning ServiceNow is a smart career choice due to its growing demand in the tech world. As more companies adopt ServiceNow to streamline their operations, there is a need for skilled professionals. ServiceNow expertise opens doors to amazing career paths with attractive salaries and excellent growth prospects. With its wide adoption across industries and regions, ServiceNow offers versatile skills and access to opportunities worldwide. Specialization across departments such as IT, HR, Finance, and customer service roles increases the chances of stable progress after a few years of experience.

Here are some career opportunities in ServiceNow:

ServiceNow Career Opportunities 

The demand for ServiceNow professionals is booming with roles in every industry. Here is a brief list of profiles and opportunities that you can grab:

• ServiceNow Administrator: Oversees platform configurations, manages user permissions, and ensures system health.
• ServiceNow Developer: Designs custom applications, develops workflows, and integrates systems.
• ServiceNow Business Analyst: Translates business requirements into ServiceNow solutions, focusing on user experience and process improvement.
• ServiceNow Consultant: Advises on implementation strategies, optimizes workflows, and ensures alignment with business goals.
• ServiceNow IT Operations Specialist: Focuses on ITOM modules like event management, cloud provisioning, and predictive analytics.
• ServiceNow Security Operations (SecOps) Specialist: Manages threat intelligence, security incidents, and vulnerability response.
• ServiceNow GRC Specialist: Implements Governance, Risk, and Compliance modules to ensure adherence to standards.
• ServiceNow Customer Service Management Specialist: Enhances customer service operations with AI-driven solutions and predictive analytics.
• ServiceNow HRSD Specialist: Streamlines HR operations, automates onboarding/offboarding, and improves employee experiences.

ServiceNow Jobs & Salary Prospects

While you consider a new career path, knowing the salaries and benefits offered in that career is important. The demand for ServiceNow professionals is surging globally, supporting the high salaries offered globally. The popularity of the platform is expected to grow, with projections estimating the market will reach $15 billion by 2025. This expansion will fuel even more job opportunities, especially in emerging areas like AI-driven workflows, IT operations management, and security operations.

For instance, ServiceNow Administrators earn an average salary ranging from $85,000 to $120,000 per year, depending on experience and location. For those with more technical skills and deeper expertise, ServiceNow Developers can command salaries as high as $150,000, particularly in high-demand regions like the USA. 

So, how can you start your ServiceNow Learning Journey? Let’s see in the next section!

How to Get Started with ServiceNow Learning?

Whether you’re new or experienced in the domain, the ServiceNow learning journey is fairly easy, and there are various resources accessible to everyone:

1. Explore Free Resources: Start by visiting the official ServiceNow website for free guides, tutorials, and documentation. Learning about the platform, what it does, and the technical skills required to ace are some questions you can explore as you begin. Then, start with the ServiceNow Fundamentals eLearning course, which offers a strong foundational knowledge for beginners.
2. Join ServiceNow Training: Numerous ServiceNow Training courses, such as one by S2 Labs, can help you easily navigate the path. A comprehensive training will help you understand the concepts with hands-on practical experience and enhance your skills to be job-ready.
3. Practice in a Demo Environment: Once you have gained the right skills, apply them to building solutions. Taking on some assignments or projects in a demo environment is best. The Personal Developer Instance (PDI) from ServiceNow low-code provides a sandbox for experimentation. It’s free and ideal for practice.
4. Engage with the Community: You are not alone in your ServiceNow Learning Journey. You can find and connect with over  300,000 users worldwide through the ServiceNow Community Forum. Learn from their experiences, share insights, and get solutions to your queries.
5. Earn Certifications: ServiceNow Certification is a great way to add credibility to your resume while applying for jobs. They validate your expertise and are often required by employees as a necessity.

Let’s take a look at some certifications that you can consider.

ServiceNow Certifications

Certifications showcase your skills and unlock career opportunities. Here are the top certifications to consider:

• ServiceNow Certified System Administrator: Perfect for beginners managing the platform.
• ServiceNow Certified Application Developer: Ideal for creating custom applications.
• ServiceNow Certified Implementation Specialist: This is for professionals implementing ITSM, HRSD, or CSM solutions.

In Light of These Facts

ServiceNow is a powerful platform that is transforming how businesses operate across industries. It’s one of the most innovative tools in the enterprise technology space, and mastering it can significantly enhance your career in IT and beyond. By learning the ServiceNow low-code platform, you gain in-demand skills that open up a wide range of job opportunities in IT and fields like human resources, customer service, and operations.

Earning industry-recognized ServiceNow certifications allows you to stand out in a competitive job market, giving you a strong foundation to launch or advance your career. Whether you aspire to be an administrator, developer, or consultant, learning ServiceNow equips you with valuable abilities and provides exposure to a global network of professionals. This knowledge increases your job prospects and positions you for long-term success in the rapidly growing digital transformation landscape. Start learning today with our ServiceNow Training, exclusively curated by industry experts!