Enterprise Software · servicenow.com
ServiceNow
72 verified customer use cases (100% with quantified ROI · Avg Value Score 94.9 · 100% with mapped architecture components).
- Verified stories
- 72
- Quantified ROI
- 100%
- Avg value score
- 94.9
- Industries served
- 15
- Distinct products
- 97
Architecture Stack Signature
6-Layer Production Component Breakdown
ServiceNow AI Platform 32 IT Service Management 31 Customer Service Management 13
Virtual Agent 24 AI Search 7 Employee Center 5
Now Assist 21 AI Agents 18 Predictive Intelligence 5
Knowledge Base 8 RaptorDB 3 Configuration Management Database 2
CMDB 7 AI Control Tower 4 ServiceNow Impact 3
SAP SuccessFactors 2 Agent Client Collector 1 Cloud Observability 1
Product & Model Ecosystem
Most Deployed Products & Co-occurring Pairs
Top named products & AI models
IT Service Management 32 ServiceNow AI Platform 32 Virtual Agent 24 Now Assist 21 AI Agents 18 Customer Service Management 14 HR Service Delivery 11 Knowledge Base 8
Most frequent co-deployed product pairs
- IT Service Management + ServiceNow AI Platform 14 stories
- Now Assist + ServiceNow AI Platform 13 stories
- IT Service Management + Virtual Agent 12 stories
- IT Service Management + Now Assist 10 stories
- ServiceNow AI Platform + Virtual Agent 10 stories
Adoption Footprint
Sector, Region & Organization Scale
Top adopting industries
Geographic footprint
- North America 32 (44%)
- Global / Multi-region 18 (25%)
- Europe 13 (18%)
- Asia-Pacific 8 (11%)
Organization scale
- Enterprise 52 (72%)
- Mid-market 11 (15%)
- SMB 5 (7%)
- Public sector 4 (6%)
Verified Business Impact
Outcome Categories & Customer ROI Proof
Primary outcome drivers
ServiceNow Sample Modified · Oct 7, 2026 Thrive Thrive needed a scalable managed-services operating model for SMB customers, but repetitive ticket triage, fragmented customer collaboration, and slow access to context were consuming engineer time and delaying issue… 21,000 hours of manual work saved AI Agents · AI Control Tower · Action Fabric ServiceNow Sample Modified · Sep 29, 2026 Accenture Accenture needed enterprise-wide AI governance and consistent support workflows for roughly 800,000 employees and 1,900 business services as AI usage expanded across the company. 1,900 Business services managed on ServiceNow AI Control Tower · ServiceNow AI Platform · ServiceNow Otto ServiceNow Sample Modified · Sep 29, 2026 LTM LTM’s growth to 87,000 employees across 47 countries created siloed HR and IT workflows plus fragmented AI governance that could not scale with the business. 21% Increase in HR team productivity AI Control Tower · App Engine · HR Service Delivery ServiceNow Sample Archived · Sep 28, 2026 Officeworks Officeworks wanted to automate finance, merchandise, and other back-office processes without adding disconnected RPA tooling or relying on staff to monitor work only during office hours. 3,500 Hours/year unlocked across seven business processes Document Intelligence · RPA Hub · ServiceNow AI Platform ServiceNow Sample Modified · Aug 28, 2026 KPMG UK KPMG UK needed to redesign internal IT support before renewing major managed-service contracts because routine incidents were interrupting consultants, support requests moved through multiple teams, and the firm lacked… 22 AI use cases delivered in 85 days AI Agents · IT Service Management · ServiceNow Impact ServiceNow Sample Modified · Aug 28, 2026 Southeastern Railway Southeastern Railway was processing Delay Repay claims, complaints, incident reports, and fraud checks across disconnected systems, which delayed compensation, forced temporary hiring during disruptions, and made trend… 70% of Delay Repay claims automated Customer Service Management · ServiceNow Otto · Virtual Agent ServiceNow Sample Modified · Aug 27, 2026 Hamburg Port Authority Hamburg Port Authority needed to make everyday service workflows genuinely useful to employees before it could scale platform adoption and add AI into port operations. 88% Increase in user engagement, month on month App Engine · Now Assist · Predictive Intelligence ServiceNow Sample Modified · Aug 13, 2026 Robinhood Robinhood had more than 250 fragmented IT, HR, legal, facilities, and procurement support queues, so employees had to navigate different intake paths for routine needs and the small tech-ops team was overwhelmed by… 2,200 hours saved per month HR Service Delivery · IT Service Management · Moveworks ServiceNow Sample Archived · Aug 10, 2026 Brenntag Brenntag’s global IT and finance operations across 72 countries were slowed by manual tasks, fragmented systems, and too much time spent searching for help or resolving routine requests. 30% Expected decrease in mean time to resolve (MTTR) IT Service Management · Now Assist · ServiceNow AI Platform ServiceNow Sample Modified · Aug 3, 2026 UKG UKG wanted to cut reactive IT work and improve employee support by combining endpoint signals with workflow automation instead of relying on manual routing and incident handling. 70% Fewer unplanned IT incidents CMDB · IT Service Management · Predictive Intelligence ServiceNow Sample Modified · Jul 31, 2026 Wellstar Health System Wellstar clinicians needed help inside the tools they already used, but disconnected service systems forced staff to hunt for answers, slowing care and making growth by merger hard to absorb without new support hires. 11 FTE capacity created through automation IT Service Management · Moveworks · Now Assist for ITSM ServiceNow Sample Modified · Jul 31, 2026 InMorphis InMorphis wanted to scale development, internal support, and sales-response work without depending only on scarce ServiceNow specialists or slowing teams with manual document search, repetitive code tasks, and… 100% IT and HR SLAs met AI Agents · Centralized knowledge base · Microsoft Teams bot ServiceNow Sample Modified · Jul 30, 2026 C Spire C Spire support teams were spending too much time manually triaging inbound emails, identifying affected customers and locations, and deciding whether the issue represented an outage. 125% More cases resolved at the first line of AI Agents · Knowledge Base · ServiceNow AI Platform ServiceNow Sample Modified · Jul 30, 2026 Palmerston North City Council Palmerston North City Council was processing land information memorandum requests through email, internet banking, manual payment confirmation, third-party document assembly, and clunky contact-center tools, which made… 46 of 51 data objects are collected in just 25 seconds Customer Service Management · Government Service Portal · Public Sector Digital Services ServiceNow Sample Modified · Jul 30, 2026 Nexon Asia Pacific Nexon was working across fragmented service tools that limited visibility, slowed onboarding and support, and made it harder for agents to deliver proactive customer care. 98% Faster onboarding for new customers Customer Service Management · Knowledge Base · Predictive Intelligence ServiceNow Sample Modified · Jul 30, 2026 Siemens Healthineers Siemens Healthineers needed one governed platform for employee and supplier services, because fragmented departmental processes and manual support work made it harder to deliver consistent HR experiences, strengthen… 115+ Active HR services available in Enterprise Services portal AI Agents · Employee Center · HR Service Delivery ServiceNow Sample Modified · Jul 30, 2026 ROSSMANN ROSSMANN store managers had to leave the sales floor, call headquarters, and work issues through siloed HR, IT, and store-operations systems, turning each support case into a slow manual handoff. 1,500 person-hours have already been returned to the business AI Agents · Retail Operations · knowledge base ServiceNow Sample Modified · Jul 30, 2026 Mindsprint Mindsprint needed to replace ambiguous, manual service-delivery processes across a global technology estate with a single platform that could automate incident handling, improve ticket routing, modernize employee… 22% reduction in the average time to close incidents App Engine · IT Operations Management · IT Service Management Professional ServiceNow Sample Modified · Jul 30, 2026 LAB3 Pty Ltd LAB3 needed to modernize service management so support engineers were not spending a week chasing follow-ups, validating request items manually, and answering routine queries instead of delivering higher-value customer… 100x increase in usage via the service portal AI Search · Agent Workspace · Creator ServiceNow Sample Modified · Jul 30, 2026 ServiceNow ServiceNow wanted to close the gap between consumer-grade self-service and the fragmented enterprise support experience, where customers and employees still had to navigate multiple portals, unclear instructions, and… 2.3 million hours saved in 2025 AI Search · AI agents · Knowledge Management ServiceNow Sample Modified · Jul 30, 2026 Arqiva Arqiva needed to replace fragmented customer service and field operations workflows with a single platform that could coordinate customer journeys, schedule the right engineer faster, and give customers and staff one… 130% productivity improvement in Field Service Management CMDB · Customer Service Management · Field Service Management ServiceNow Sample Modified · Jul 30, 2026 American Specialty Health American Specialty Health wanted to modernize employee IT service and operations so staff spent less time manually fixing internal issues and more time helping the business, but legacy systems and manual processes made… 43% reduction in Level 1 support tickets AI Agents · AI Search · CMDB ServiceNow Sample Modified · Jul 30, 2026 Amadeus Amadeus needed a cloud-ready service backbone that could expose its sprawling technology estate, unify customer support across multiple tools, and speed data access for a travel platform whose outages and delays… 30M items held in Amadeus' configuration database Configuration Management Database · Customer Service Management · IT Operations Management ServiceNow Sample Modified · Jul 30, 2026 Southern Glazer's Wine & Spirits Southern Glazer's wanted to free employees from administrative and technical work, but IT and HR tasks, outage resolution, and supplier item setup still depended on manual effort spread across different teams, systems,… 15% reduction in average time to resolve unplanned outages AI agents · App Engine · HR Service Delivery