IT Service Management (ITSM)
Modernize your IT Service Management with ServiceNow, simplify your IT experience, and bring speed and transparency to your IT services.
ServiceNow ITSM helps companies manage incidents, requests, changes, problems, and knowledge management on a single, centralized platform. Automated workflows, dashboards, and best practices help make service processes more efficient and improve service quality over the long term.
AI capabilities further boost ITSM efficiency: requests can be automatically classified, tickets consolidated, appropriate solutions suggested, and knowledge articles generated. AI agents can assist employees with recurring tasks and enhance self-service.
- Consolidation of tools and data on a single platform
- Automation of incident, request, change, and knowledge processes
- Dashboards and real-time information for informed decision-making
- AI-powered summaries, recommendations, and automations
- Supported by best practices drawn from FROX’s more than 30 years of experience in service management
IT Operations Management (ITOM)
With ServiceNow IT Operations Management, your IT team stays one step ahead, enabling proactive responses to disruptions, outages, and risks.
ServiceNow ITOM provides visibility into services, infrastructure, dependencies, and events. This allows IT teams to better understand relationships, prioritize issues more quickly, and manage operational processes more effectively.
AI helps IT operations interpret signals from various sources, correlate events, identify impacts on services, and resolve disruptions faster.
- Documentation of relationships between business services and IT components
- Consolidated overview of events and infrastructure
- Automated prioritization of disruptions and problems
- AI-driven detection of patterns, risks, and root causes
- Faster response to outages and increased service availability
IT Asset Management (ITAM)
ServiceNow IT Asset Management helps organizations efficiently manage their IT infrastructure across the entire lifecycle—from hardware and software to cloud IT assets.
The platform provides a centralized view of IT resources, including location, status, configuration, usage, and costs. This enables organizations to better control investments, reduce compliance risks, and optimize asset utilization.
AI can help analyze asset data more effectively, detect anomalies, and support informed decisions regarding usage, licensing, costs, and risks.
- Automation of the entire IT asset lifecycle
- Real-time reporting on IT asset status, usage, and costs
- Support for license management and compliance
- Reduction of over-licensing, losses, and manual errors
- Improved basis for decision-making through structured data and intelligent analytics
Customer Relationship Management (CRM)
ServiceNow CRM unites customer service, sales, and field service on a single, centralized platform. This enables seamless management of customer processes across every stage—from the initial inquiry and sales process to on-site service delivery.
Customer Service Management, Sales and Order Management, and Field Service Management operate on a shared data foundation and utilize standardized, automated workflows.
AI helps further optimize customer processes: it enables faster understanding of inquiries, case summarization, suggested responses, and the automation of routine tasks. This creates transparency, relieves the burden on teams, and improves the customer experience across the entire value chain.
Customer Service Management (CSM)
With ServiceNow Customer Service Management, companies improve the quality and speed of their customer service. ServiceNow helps capture customer inquiries in a structured manner, resolve them through cross-departmental collaboration, and proactively manage services.
AI capabilities assist service teams in quickly understanding cases, locating relevant information, and suggesting appropriate responses or next steps. Self-service options can be designed more intelligently, enabling customers to resolve many issues on their own.
- Self-service for customers and partners
- Elimination of information silos through transparent collaboration
- Use of knowledge management for faster resolutions
- Proactive monitoring of products and services
- AI-powered case summaries, recommendations, and suggested responses
Field Service Management (FSM)
Companies use ServiceNow Field Service Management to modernize their field operations. Digital and automated processes support the planning, execution, and tracking of service calls, maintenance, repairs, and on-site appointments.
ServiceNow FSM enables the monitoring of customer asset health, proactive issue resolution, and the reduction of downtime. Field staff can document details on-site and transmit them in real time, while the dispatch center maintains full visibility at all times.
AI can further support scheduling, prioritization, knowledge utilization, and problem-solving—for instance, by recommending the right technicians, optimizing routes, providing relevant knowledge content, or generating automated summaries.
- Automated job assignment to suitable technicians
- Support for route and schedule planning
- Central knowledge base for faster problem resolution
- Management of service orders from assignment to billing
- Automation of material and spare parts management
- Management of contracts, SLAs, and service commitments
Sales and Order Management
ServiceNow’s Sales and Order Management helps companies streamline sales and order processes—from quoting, pricing, and contracting to automated order fulfillment.
The solution connects sales and service teams, reduces manual effort, and delivers a seamless customer experience through a comprehensive 360-degree view of the customer.
AI can further support sales and service processes by summarizing information, suggesting next steps, quickly categorizing customer requests, and automating repetitive tasks.
- Automation of sales and order processes
- Greater transparency in the lead-to-cash process
- Support for flexible pricing and contract models
- Reduction of manual steps in order fulfillment
- Improved collaboration between sales, service, and operations
- Integration of existing systems for end-to-end processes
HR Service Delivery (HRSD)
With ServiceNow HR Service Delivery, companies improve the quality of their HR services and boost productivity in human resources management.
HR inquiries, onboarding processes, documents, knowledge articles, and employee services can be centrally managed and analyzed. Employees gain easy access to information and services, while HR teams are relieved of administrative burdens through structured workflows.
AI enhances HRSD through features such as intelligent search, automated responses, inquiry summaries, and recommendations for next steps. This enables HR teams to respond faster and provide employees with a superior employee experience.
- Centralized access to HR services for internal and external employees
- Automated routing of inquiries to the appropriate team
- Personalized and efficient HR services
- Support for onboarding and employee journey processes
- AI-powered self-service and knowledge capabilities
Strategic Portfolio Management (SPM)
With ServiceNow Strategic Portfolio Management, companies manage and optimize projects, initiatives, resources, and strategic investments on a centralized platform.
SPM helps define strategic goals, prioritize projects, deploy resources efficiently, minimize risks, and continuously monitor progress.
AI can help portfolio and project teams analyze information faster, identify risks early, prepare for decision-making, and reduce the effort required for documentation.
- Defining strategic goals and priorities
- Evaluating projects, benefits, risks, costs, and resources
- Improved resource planning and prioritization
- Monitoring progress, performance, and ROI
- AI-powered support for analysis, planning, and documentation
ServiceNow App Engine
ServiceNow App Engine is a low-code platform that enables organizations to develop their own applications and extensions on the ServiceNow platform.
Using visual tools, pre-built components, and integration capabilities, custom applications can be created, tested, deployed, and adapted to business requirements more quickly.
Combined with AI, this opens up new possibilities for intelligent applications, automated workflows, and enhanced user experiences.
- Application development using low-code tools
- Use of pre-built components and visual tools
- Integration with existing systems and services
- Automation and optimization of business processes
- Scalable and secure extension of the ServiceNow platform
