ServiceNow is a Leader in the 2024 Gartner® Magic Quadrant™ for AI Applications in ITSM

I’m thrilled to announce that ServiceNow has been named a Leader in the first Gartner® Magic Quadrant for AI Applications in IT Service Management report.

We like to think this proves we’re on the right track—building a single platform that delivers digital service experiences so good that they make our customers want to frame their return on investment reports.

Conventional IT service management (ITSM) practices are becoming about as relevant as a fax machine in a world of smartphones. With modern IT organizations juggling complex environments powered by agile practices, automation, and AI, service management leaders need to stop nodding along to tech buzzwords and actually understand them. Otherwise, their ITSM strategy will be as useful as a floppy disk at a cloud computing conference.

The Now Platform® provides a unified approach for IT and the rest of the enterprise, with a common data model, common workflows, and built-in AI. This can deliver better experiences for employees and customers.

An AI-powered superhero

Like most IT leaders, you’re probably feeling like you’re running a marathon in quicksand—managing team demands and an ever-growing mountain of technical debt.

ServiceNow can be your AI superpower, uniting everything in one place, boosting productivity, delivering reliable services, and making your employees love you (or at least like you more). Instead of battling daily tasks, you can focus on being the business’s strategic mastermind—cape optional.

We get it. You want to be the innovative leader your company brags about at conferences. Instead, you’re buried under an avalanche of incidents and team demands, playing Whac-A-Mole with siloed tools and manual processes. It’s like trying to drive a race car with flat tires.

We believe you deserve better—an AI-powered platform that doesn’t just keep you afloat, but helps you soar. Say goodbye to duct-taping your IT estate to hold it together.

AI platform for business transformation

With 85% of the Fortune 500 as customers, ServiceNow is here to give you the tools to stop surviving and start thriving so that you can be the business superhero you were born to be (cape still optional but highly encouraged).

Companies around the world keep putting their trust in ServiceNow to handle their most critical technology and business functions. But we’re not taking a victory lap. In fact, we’ve been busy rolling out fresh innovations to help ensure our customers can squeeze every drop of value from their ServiceNow investments.

Now Assist for ITSM introduced generative AI capabilities to streamline workflows and boost productivity. By automating tasks within the incident resolution process and equipping IT teams with real-time insights, Now Assist helps accelerate decision-making and reduce manual effort to improve overall efficiency in three key ways.

1. Elevate digital employee experiences

ServiceNow increases self-service efficiency by providing more contextual and accurate answers, enhances user experiences through conversational catalogs and AI-powered responses, and helps ensure a fast time to value by letting solutions be deployed quickly, tailored to your unique use cases.

2. Improve fulfiller performance & reduce costs

ServiceNow can help improve service delivery and reduce mean time to resolution by empowering agents to provide faster, more efficient support with less time spent gathering and consuming information.

The ability to quickly generate knowledge content from incidents feeds the knowledge base to help other agents and fuels self-service, which boosts agent performance and employee experiences.

3. Improve service resilience & business agility​

One way ServiceNow helps increase service resilience is by summarizing change requests to make it easier for approvers and stakeholders to understand key points for more informed decisions.

You can quickly activate and start using many Now Assist for ITSM capabilities in just a few clicks, delivering fast time to value.

Gain more insights in the complimentary Gartner Magic Quadrant report.

The Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from ServiceNow.

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