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Introduction to the ServiceNow Platform: Benefits and Advantages of Automating and Digitizing Processes with ServiceNow’s Service Management Solution


ServiceNow is a cloud-based software-as-a-service (SaaS) platform that helps organizations automate their business and IT processes to simplify and better manage them. Automating manual tasks with the ServiceNow platform frees employees from time-consuming processes and routine tasks and increases efficiency, so they can focus on more important tasks.  In this article, we would like to provide an introduction and an initial overview of the ServiceNow platform.

A single digitalization platform for the entire company

ServiceNow’s platform was once introduced as an IT Service Management (ITSM) tool and has since evolved into a comprehensive and leading process automation solution and digital transformation engine. It is no longer limited to IT, but can now be used in all business areas, such as HR, marketing, facilities, customer service, legal, and finance.

With a wide range of capabilities already in place, companies can streamline workflows, use their infrastructure more effectively, increase productivity and meet compliance requirements more easily. The integration of departmental and cross-departmental processes significantly improves the work experience and user experience.

Intelligent workflow automation

For businesses to reap the full benefits of digitized workflows, it is essential to be able to continuously improve automated processes and adapt them to rapidly changing conditions. This significantly reduces operating costs, shortens process cycle times and increases customer satisfaction. For this purpose, ServiceNow offers a powerful workflow engine and the following modules, among others, which are geared to the specific requirements and use cases of companies in different industries:

  • ServiceNow IT Service Management: ServiceNow ITSM provides a comprehensive ITSM framework that covers all aspects of IT service management—from service request to problem resolution to change management processes. With ServiceNow ITSM, companies can deliver high-quality IT services in a satisfactory, location-independent and cost-efficient manner. This is achieved, for example, through effective, always-available self-service, a consistently automated IT ticket service and ongoing performance analysis to further improve performance.
  • ServiceNow IT Operations Management: With ServiceNow ITOM, IT departments can avoid service failures and accelerate issue solutions. For this purpose, a central system is created to record the own IT infrastructure as well as cloud infrastructure used. Dashboards are provided to proactively identify IT service issues and potential causes of service downtime, often before they occur.
  • ServiceNow IT Asset Management: ServiceNow ITAM enables organizations to keep track of the usage, risks, and costs of IT assets such as software, hardware and cloud resources, and simplifies the management and tracking of asset inventory throughout the asset lifecycle. This solution helps to save costs and to be able to use the available assets in a cost-efficient way.
  • ServiceNow Customer Service Management: ServiceNow CSM helps organizations deliver world-class customer service. With this module, customer service processes can be automated, requests can be handled efficiently, self-service options can be offered, service level agreements can be managed and comprehensive analyses and reports on customer service performance can be generated.
  • ServiceNow Security Operations: ServiceNow SecOps improves cyber resilience and vulnerability management while reducing response times in the event of attacks. To identify, prioritize and quickly remediate security threats, security tools are connected to the security-related orchestration, automation, and response module.

A wealth of options and functionalities

The ServiceNow platform brings IT services and business processes onto a central platform, improving collaboration and communication between stakeholders and teams across the business. ServiceNow improves the way organizations work, for both professionals and end users. By transforming manual tasks into digital workflows, it is possible to automate routine tasks with just a few clicks.

  • Routine tasks can be automated.
  • Services can be requested quickly and easily.
  • Service tickets can be optimally managed.
  • Faults can be quickly rectified.
  • The uptime of systems can be maximized.
  • A central database for IT assets can be used.
  • A meeting room can be booked.
  • Order and approval processes can be accelerated.
  • The onboarding of new employees can be facilitated.

Advantages of the ServiceNow platform and why ServiceNow can also be financially worthwhile for companies

ServiceNow is a platform that offers businesses numerous benefits. The benefits of the ServiceNow platform include:

  • Intuitive, user-friendly usage: the ServiceNow platform is as easy to use as a mobile app, which consumers are already used to in their everyday lives. This leads to an improved work experience and positive user experience, as users can more easily make requests and access services.
  • Highly available cloud service: ServiceNow provides an always-on, high-performance cloud service. Companies work with their own set of applications and database to be independent of other ServiceNow customers. The globally distributed data centers (including two mirrored data centers in Switzerland) ensure that access is always available, even during maintenance work. In addition, ServiceNow offers comprehensive customer support, support communities, online help and support tickets.
  • Low-code development: Thanks to low-code tools, employees without programming skills can also develop applications on the ServiceNow platform. Prefabricated workflow modules, tools for creating data models and configurable user interfaces are available for this purpose. But even experienced programmers use the efficiency gained through low-code development for their work. ServiceNow was named a Leader in the Gartner Magic Quadrant Enterprise Low-Code Application Platforms 2023 for the third consecutive year.
  • Single data source: All applications on the Now platform, including home-grown applications, access a common database (central database). This eliminates the challenge of data integration and enables access to and use of enterprise-wide services, tasks, locations, information, etc. through a single user portal.
  • Hyper-automation: Hyper-automation is the term used to describe automation across departments or across many business processes. ServiceNow supports companies in combining automated processes into a cross-departmental business process and in making business processes faster, more efficient and less costly overall by reducing or even eliminating manual work. This enables, among other things, new products and services to be launched more quickly, productivity to be increased, customer care to be improved and clear competitive advantages to be generated.
  • Artificial Intelligence (AI): ServiceNow integrates AI technology to improve the efficiency and accuracy of processes to solve problems faster and increase customer satisfaction.
  • Security, privacy, compliance, and conformance: The ServiceNow platform provides leading-edge features and services in a secure, reliable security architecture that protects deployments as well as data, systems, customer applications and application integrations, ensuring security, privacy, compliance, and conformance.
  • Scalability: ServiceNow caters to businesses of all sizes and industries. Based on its state-of-the-art cloud infrastructure and application and database server architecture, there are no limits to scalability. ServiceNow can therefore easily adapt to changing business requirements and grow with companies, e.g., when new business areas emerge.
  • Lower total cost of ownership: With ServiceNow, total cost of ownership can be lower over time because ServiceNow, as a central platform, eliminates the need for multiple systems and solutions. That can lead to savings in implementation, maintenance, training, and support—the latter because the intuitive user interface increases user adoption and users can start using the platform effectively immediately.

ServiceNow platform at a glance

ServiceNow supports organizations in automating their business and IT processes from a central platform, making them simpler and easier to manage. Discover more details about the functions and applications on the ServiceNow platform in the “platform reference guide”.

Experience the ServiceNow platform

As an expert in service management as well as process digitization and automation, FROX AG is a Premier Partner of ServiceNow in Switzerland and ServiceNow Partner of the Year 2024. Our ServiceNow specialists will be happy to give you a personal insight into the ServiceNow platform and its many possibilities.

Request a demo


Watch the following Video from ServiceNow for a brief introduction to the ServiceNow platform:


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