ServiceNow

The business model is built around a horizontal enterprise SaaS platform that standardises and automates service and operations workflows. Value is created by providing a single data model and workflow engine on which multiple modules (IT service, operations, asset, customer, employee and risk workflows) run, reducing tool sprawl and improving process visibility and automation for enterprises. The company deepens value through AI‑driven capabilities such as cognitive search, AIOps and task‑mining that enhance automation and decision‑making across these workflows. An ecosystem of partners, integrations and vertical solutions further embeds the platform in large organisations’ technology stacks, driving long‑term retention and expansion across departments and geographies.

ServiceNow is a US‑based enterprise software company that provides a cloud platform for automating and orchestrating digital workflows across IT, employee, customer service and governance functions. Its core offering, the Now Platform, underpins modules for IT service management, IT operations, IT asset management, customer service, employee/HR workflows and governance, risk and compliance, with growing use of AI, search and task‑mining through acquisitions.

The company generates the vast majority of its revenue from recurring software subscriptions sold to mid‑to‑large enterprises, especially Global 2000 organisations, with additional revenue from professional services and partner‑led implementations. Customers are corporate IT, operations, HR, customer service and risk/compliance teams that adopt the platform to consolidate legacy tools and digitise end‑to‑end service and operations processes.