04 — Product · PR-100
ServiceNow
A platform for running IT, employee, customer and operational workflows on one data model, with the CMDB and the Common Service Data Model at its center. Sold as subscription applications on a shared platform.
// FIG. 04 · Capability coverage
Each tile is an L1; the bar is how many of this product's capabilities realize something beneath it. Our judgment, not a vendor claim.
Direct & Govern
Finance
People & Workplace
Customer & Market
Products & Services
Operations & Supply
Technology & Data
Resilience & Responsibility
Industry L1s
- Plant Operations0
- Production Planning & Scheduling0
- Maintenance & Reliability0
- Manufacturing Quality & Compliance0
- Industrial Engineering & Continuous Improvement0
- Plant Safety & Environmental Compliance0
- Dealer & Distributor Network0
- Aftermarket & Service Parts0
- Platform Engineering0
- Release & Deployment0
- Site Reliability0
- Developer Experience & API Ecosystem0
- Subscription & Tenant Operations0
- Product Analytics & Experimentation0
- Trust & Compliance Assurance0
- Open Source & Community0
- Merchandising & Assortment0
- Store Operations0
- E-commerce & Omnichannel0
- Category & Trade Promotion0
- Loss Prevention0
- Consumer Insights0
- Store Network & Real Estate0
- Returns & Reverse Logistics0
Product capabilities · 9
- PC-100.10
IT Service Management
coreIncident, problem, change, request and knowledge processes with a service desk front end and service-level tracking.
- PC-100.20
Configuration Management Database
coreThe CMDB with discovery, service mapping, identification and reconciliation rules, and CSDM as the reference data model.
- PC-100.30
IT Operations Management
strongDiscovery, event management, service mapping and cloud resource visibility feeding the CMDB and operations teams.
- PC-100.40
Strategic Portfolio Management
strongDemand, project and portfolio tracking with application portfolio records tied to Business Capabilities.
- PC-100.50
Application Portfolio Management
strongApplication inventory, lifecycle dispositions and capability maps built on Business Application records.
- PC-100.60
HR Service Delivery
strongEmployee case and knowledge management with lifecycle journeys such as onboarding and transfers.
- PC-100.70
Customer Service Management
strongCase handling, self-service and field service dispatch for the organization's own customers.
- PC-100.80
Governance, Risk and Compliance
partialPolicy, control, risk and audit records with continuous monitoring and vendor risk.
- PC-100.90
Security Operations
partialSecurity incident response and vulnerability response workflows linked to the CMDB.