What are the 3 Main Parts of ServiceNow?

The main three parts of ServiceNow are:

  1. ServiceNow IT Service Management (ITSM): Focuses on efficient delivery of IT services. Features include incident, problem, change management, service catalog, and service level management.
  2. ServiceNow IT Operations Management (ITOM): Optimizes IT operations. Service mapping, event management, discovery, orchestration, and performance analytics are included.
  3. ServiceNow Customer Service Management (CSM): Enhances customer experiences. Offers case management, self-service portals, knowledge management, and omni-channel support.

What are the 3 Main Parts of ServiceNow?

servicenow parts

The ServiceNow platform encompasses three fundamental parts that synergize to provide a comprehensive business solution.

These parts include:

1. ServiceNow IT Service Management (ITSM)

IT Service Management, commonly referred to as ITSM is one of the primary components of ServiceNow.

It focuses on delivering IT services efficiently and effectively to meet the needs of organizations.

ITSM encompasses various processes, tools, and policies that enable businesses to manage their IT infrastructure and provide exceptional user support.

Features of ServiceNow ITSM

  • Incident management: ServiceNow ITSM allows businesses to track, manage, and resolve incidents effectively, minimizing the impact on operations.
  • Problem management: With ServiceNow ITSM, organizations can identify the root causes of recurring issues and implement long-term solutions.
  • Change management: ServiceNow ITSM streamlines the implementation of changes in the IT environment while ensuring minimal disruption.
  • Service catalog: The service catalog feature enables businesses to define and offer IT services to their users, enhancing service delivery.
  • Service level management: ServiceNow ITSM helps organizations define and enforce service level agreements (SLAs) to ensure timely resolution of issues.

2. ServiceNow IT Operations Management (ITOM)

IT Operations Management, known as ITOM, is another crucial part of ServiceNow.

It focuses on optimizing IT operations by automating processes, monitoring infrastructure, and ensuring the availability and performance of IT services.

ITOM helps businesses gain visibility into their IT environment, proactively detect and resolve issues, and align IT operations with business goals.

Features of ServiceNow ITOM

  • Service mapping: ServiceNow ITOM provides comprehensive visibility into the dependencies and relationships between various IT components, facilitating effective troubleshooting and impact analysis.
  • Event management: The feature enables businesses to consolidate and prioritize events, reducing noise and ensuring timely responses to critical incidents.
  • Discovery: ServiceNow ITOM automates the discovery of IT assets, including servers, network devices, and applications, providing an accurate and up-to-date configuration management database (CMDB).
  • Orchestration: With ServiceNow ITOM, businesses can automate workflows and orchestrate tasks across different systems and teams, improving efficiency and reducing manual effort.
  • Performance analytics: ServiceNow ITOM offers powerful analytics capabilities to monitor the performance of IT services, identify bottlenecks, and drive continuous improvement.

3. ServiceNow Customer Service Management (CSM)

servicenow components

Customer Service Management, or CSM, is a critical component of ServiceNow that focuses on delivering exceptional customer experiences.

It enables businesses to provide personalized and efficient customer support, building strong relationships and ensuring customer satisfaction.

ServiceNow CSM empowers organizations to streamline customer service processes, resolve issues promptly, and deliver consistent service across various channels.

Features of ServiceNow CSM

  • Case management: ServiceNow CSM provides a centralized platform for managing customer cases, ensuring quick resolution and efficient collaboration among support teams.
  • Self-service portal: The self-service portal feature allows customers to find information, raise requests, and track the status of their cases, reducing dependency on support agents.
  • Knowledge management: ServiceNow CSM enables businesses to create and manage a knowledge base, empowering customers with self-help resources and reducing support ticket volumes.
  • Omni-channel support: ServiceNow CSM facilitates seamless customer interactions


  • Fredrik Filipsson

    Fredrik Filipsson brings two decades of Oracle license management experience, including a nine-year tenure at Oracle and 11 years in Oracle license consulting. His expertise extends across leading IT corporations like IBM, enriching his profile with a broad spectrum of software and cloud projects. Filipsson's proficiency encompasses IBM, SAP, Microsoft, and Salesforce platforms, alongside significant involvement in Microsoft Copilot and AI initiatives, enhancing organizational efficiency.

    View all posts