ServiceNow Platform

A powerful, single cloud-based platform that provides various tools and modules to digitize & unify business for smarter, faster, better workflow.

ServiceNow Platform

ServiceNow is a cloud-based platform with various tools and services for managing multiple business processes and workflows commonly utilized for IT service management. But you can also use it for other areas such as human resources, finance, customer service, etc.

It has a powerful workflow engine that allows organizations to automate processes and streamline operations. ServiceNow is known for its user-friendly interface, which makes it easy for non-technical users to manage workflows and processes. Also, it offers various integrations with other popular tools and platforms, such as Salesforce, Slack, and Microsoft Teams.

Overall, ServiceNow is a powerful platform for organizations looking to improve their efficiency, automate their processes, and provide better customer and employee service.

What makes the ServiceNow platform unique?

Several factors that make ServiceNow unique are as follows:

All-in-one platform

ServiceNow provides a suite of tools and applications used for various business processes and workflows. So, organizations can manage multiple functions such as IT service management, human resources, finance, customer service, and more.


ServiceNow is a cloud-based platform, meaning that all data and applications are stored in the cloud and accessed from anywhere with an internet connection. It allows organizations to work remotely and access information from multiple devices.

User-friendly interface

ServiceNow has an intuitive & user-friendly interface, making it easy for non-technical users to manage workflows & processes without extensive training. So, your organizational staff, & customers can connect easily via the Now Platform.

Customization & Automation

ServiceNow workflow engine allows organizations to automate processes and workflows, which can lead to increased efficiency and productivity. This includes the ability to create custom workflows, automate repetitive tasks, & build custom apps.

Integration Capabilities

ServiceNow offers the freedom to integrate with other popular tools & platforms, such as Salesforce, Slack, & MS Teams. So, organizations can integrate ServiceNow into their existing technology stack and improve collaboration between teams.

Single data model

ServiceNow has a single data model, meaning that all data is stored consistently and structured. It enables easy data sharing across departments and processes, reducing the need for manual data entry and improving data accuracy.

Modular approach

ServiceNow is built using a modular approach, meaning new functionalities and capabilities can be added easily without disrupting existing systems. It makes it easy for businesses to scale and adapt their ServiceNow instance to their changing needs.

Unified user experience

ServiceNow provides a modern, intuitive interface consistent across all modules and functionalities, making it easy for users to learn and use the platform. It focuses on user experience & self-service to improve productivity and reduce IT burden.

Enterprise-wide Solution

Here are some examples of how to use ServiceNow as an enterprise-wide solution

IT service management

ServiceNow ITSM module is one of its most popular & enterprise-wide solutions to handle IT services across an organization. Also, it can include managing incidents, changes, and service requests, as well as tracking hardware and software assets.

Human resources

Use the ServiceNow HR module to manage a wide range of HR functions, including employee onboarding, performance management, and benefits administration. Organizations get an enterprise-wide HR solution & provide better service to their employees.

Customer service

You can use the ServiceNow CSM module to manage customer inquiries and support requests across multiple channels, including email, chat, and social media. Organizations can improve their customer service operations and provide better customer support.


You can use the ServiceNow security operations module to manage security incidents and vulnerabilities across an organization. By using ServiceNow as an enterprise-wide security solution, organizations can improve their security posture and reduce the risk of cyber attacks.

ServiceNow Capabilities

Make work easier for everyone

ServiceNow creates and provides an app powered by a single cloud platform with a common data model. It is as easy as apps consumers use in their daily lives. With such an app, employees and customers can find solutions and get things done across IT, HR, facilities, finance, legal, and other departments across the organization.

Always available

You can get the always-available, high-performance enterprise-grade cloud service support with the game-changing ServiceNow architecture. It offers your own database and application sets to operate independently from any ServiceNow customer. You can always get seamless access around the globe, as data centers are available everywhere.

Single data source

You can access and leverage company-wide metrics, tasks, services, assets, people, locations, and information from a single data source. It eliminates the traditional challenges around data integration. You can create a powerful workflow as it has an intelligent automation engine that brings both the people and automated processes together. 

Scale to any size

ServiceNow has a highly scalable, state-of-the-art cloud infrastructure. With a clustered application and database server architecture, its scalability is unlimited. From businesses with 20 people as their employees to those with thousands, ServiceNow CMDB supports and grows with companies, no matter how large or small their strength is within the organization.

ServiceNow for Different Industries

Here are some of the ways to use ServiceNow in different industries


Improves patient care, streamlines operations, and optimizes resources. These solutions include patient management, ITSM, and facilities management.


Financial institutions can streamline their operations, reduce risk, and comply with regulatory requirements. It includes ITSM, customer service, and risk management.


Helps schools & universities to manage their resources, streamline operations, and improve student outcomes. It includes service and facilities management & ITSM.


Helps companies optimize their production processes, manage their supply chains, & improve their product quality. It includes IT service, asset, and quality management.


Helps companies improve customer service, manage inventory, and optimize operations. These solutions include customer service management, ITSM, and facilities management.


Helps agencies improve their service delivery, increase efficiency, and reduce costs. These solutions include ITSM, HR service delivery, and facilities management.


Helps companies manage their assets, reduce costs, and improve their operational efficiency. These solutions include ITSM, asset management, and facilities management.

What is ServiceNow used for?

There are many benefits to using the ServiceNow platform, including the following

Improved Efficiency

Allow organizations to streamline their workflows and automate routine tasks. It can lead to significant improvements in the efficiency and productivity of the Now platform so you can create, connect and manage without hassle.

Better Collaboration

Make it easy to connect with other tools and platforms, such as Salesforce, Microsoft Teams, and Slack. It can improve team collaboration, make sharing information more accessible, and help work together on projects.

Improved Customer Service

Allow organizations to manage customer inquiries and support requests across multiple channels, including email, chat, and social media. It can lead to faster response times and better service for customers.

Increased Visibility

Offer real-time visibility into processes and workflows, so organizations can track progress, identify bottlenecks, and make data-driven decisions. So, you can manage everything in the silos department at your fingertip.

Enhanced Security

ServiceNow’s security operations capabilities allow organizations to manage security incidents and vulnerabilities across their entire infrastructure. It can help improve their security posture and reduce the risk of cyber attacks.


A flexible platform customized to meet each organization’s unique needs. That means that organizations can tailor the platform to their specific workflows and processes rather than having to adapt their workflows to fit the platform.

ServiceNow Workflows — Automating the menial to boost business outcomes

IT Workflow

ServiceNow is a cloud-based platform that provides IT workflow automation solutions. It allows organizations to automate their IT service management processes by providing a centralized platform for IT service delivery, operations management, and automation of IT processes. Here is an overview of the ServiceNow IT Workflow

it workflow
Request Management

Offers a self-service portal for users to request services or products. It streamlines the service request process by automating approvals & providing transparency in the request’s status.

Incident Management

Provides a single system IT incidents record to track & report, find root causes, & implement corrective actions. It automates identifying, categorizing, prioritizing, & resolving incidents.

Problem Management

A process for identifying and resolving the root cause of problems. It also includes proposing solutions while tracking progress toward resolving the issue on the other side.

Change Management

A process for managing & tracking IT services and infrastructure changes. It includes evaluating and approving changes, planning, scheduling, and implementing them with minimal risk.

Configuration Management

Provides a centralized repository of data about the IT environment. It provides visibility into the relationships between IT components & the impact of changes on the environment.

Release Management

A process for managing the new or updated IT services & apps release. It includes planning, communicating & coordinating release activities to ensure changes are implemented.

Customer Workflow

ServiceNow provides a platform for customer workflow that enables companies to streamline their customer service processes and improve customer satisfaction. Here are the key stages of a typical ServiceNow customer workflow

ServiceNow Customer Workflows

The customer initiates contact with the company through a self-service portal or by reaching out to a customer service agent. It provides a centralized system to manage all customer contacts, including phone, email, chat, and social media.

Case Management

Provides a unified system to manage customer cases, including incidents, problems, and requests. It enables customer service agents to track and resolve cases efficiently, assign tasks to team members, and escalate issues as needed.

Knowledge Management

Provides a centralized repository of data, accessible to customers & service agents easily. It helps to reduce the time spent on resolving cases and enables customers to resolve issues independently through self-service.


Enables customers to resolve issues on their own by providing a self-service portal that includes valuable resources. It can reduce the workload of customer service agents and provide a more convenient and efficient customer experience.


Enables customer service agents to collaborate with other teams to resolve complex issues that require input from multiple departments. It provides a platform for real-time communication and enables teams to work together seamlessly.

Customer Feedback

Enables companies to gather customer feedback and track their satisfaction levels. It can help identify improvement areas and provide insights into customer preferences and needs so organizations can fulfill them without hassle.

Employee Workflow

ServiceNow Employee Workflow provides a platform for companies to manage their HR processes and improve employee productivity, engagement, and satisfaction. Here are the key stages of a typical ServiceNow Employee Workflow

create employee experiences with ServiceNow Employee Workflows
Onboarding Management

Streamlines the process for new employees to complete their paperwork, train, and integrate into the company culture. The module also helps HR to manage new hires, track their progress, and provide a positive onboarding experience.

Performance Management

Provides a platform for managers to set goals, provide feedback, and evaluate employee performance. The module also provides a self-service portal for employees to view their goals, track their progress, and receive feedback.

Learning and Development

Provides a centralized employee training and development management platform. It includes an online training library, course registration, and tracking of employee progress for a seamless experience.

Time and Attendance

Provide a platform for employees to track their time and attendance, request time off, and manage their schedules. The module also includes automated processes for time tracking and reporting, reducing the workload of HR.

Employee Service Center

Provides a centralized portal for employees to access HR services, such as benefits enrollment, payroll, and HR policies. The portal provides self-service options for employees, reducing the workload of HR and improving the experience.

Offboarding Management

Eases employee exit process, including termination automated processes, asset recovery, & exit interviews. It also includes an exit survey to gather feedback from departing employees and improve the company’s operations and culture.

Creator Workflow

ServiceNow Creator Workflow is a platform that allows users to create and automate workflows across different departments and business functions. It enables users to automate tasks, develop custom applications, and streamline business processes. Here are the key stages of a typical ServiceNow Creator Workflow

ServiceNow Integration Hub
Workflow Creation

Allows users to create custom workflows without the need for coding. Users can build workflows using drag-and-drop tools, customize forms, and create business rules and conditions.

Workflow Automation

Enables users to automate the workflow. It can involve creating notifications, reminders, and escalations and automating approvals and task assignments.

Application Creation

Allows users to create custom apps without coding. Users can develop applications for specific business functions, such as HR, finance, or IT, and customize forms, fields, and workflows.

Collaboration & Visibility

Provides a centralized view of workflows and apps, enabling stakeholders to track progress & monitor performance. It improves communication & transparency, leading to better collaboration.


Enable users to incorporate third-party systems and apps. It can include integrations with ITSM tools, customer relationship management systems, and human resources information systems.


Enable users to monitor and measure the performance of their workflows and apps. Users can create custom dashboards and reports, track key performance indicators, and identify areas for improvement.

ServiceNow Modules

ServiceNow ITSM


ServiceNow ITSM (Information Technology Service Management) is a suite of cloud-based apps designed to manage IT services more effectively. It offers a comprehensive set of ITSM tools, including incident management, problem management, change management, service request management, and asset management. These tools enable IT teams to streamline processes, resolve issues more quickly, and improve overall service quality.


ServiceNow CMDB (Configuration Management Database) is a powerful tool that provides a centralized database of all IT assets and configuration items an organization uses. It helps IT teams understand the relationships and dependencies between different assets, enabling them to manage and maintain them more effectively. You can utilize it in data center change management and ticketing requests. 

ServiceNow ITSM
ServiceNow ITSM


ServiceNow GRC (Governance, Risk, and Compliance) is a suite of cloud-based applications that helps organizations manage their regulatory compliance, risk management, and governance initiatives. It provides a comprehensive set of tools to manage governance, risk, and compliance programs, including policy and controls management, risk assessment, and regulatory compliance management.


ServiceNow DevOps is a cloud-based suite of apps designed to help organizations manage and automate their software development and release processes. The platform includes modules for agile development, release management, and continuous delivery, enabling organizations to streamline their software development and delivery processes. It also provides powerful analytics and reporting capabilities to track and measure process performance.

ServiceNow ITSM
ServiceNow ITSM


ServiceNow ITOM (IT Operations Management) is a suite of cloud-based applications designed to help organizations manage their IT infrastructure and operations more effectively. The platform includes modules for IT discovery, service mapping, event management, cloud management, and operational intelligence, providing a comprehensive set of tools to optimize IT operations.


ServiceNow ITAM (IT Asset Management) is a software solution to help organizations manage their hardware and software assets, track inventory, and optimize their IT infrastructure. The solution enables IT teams to automate asset discovery, perform software license management, and monitor asset life cycles. It provides complete visibility and control over IT assets, reduces costs, and improves operational efficiency.

ServiceNow ITSM
ServiceNow ITSM


ServiceNow CSM (Customer Service Management) enables organizations to manage customer inquiries, track customer cases, and automate customer service workflows. It helps organizations provide exceptional customer service experiences by bringing various service channels and communication tools into a single platform. Also, it provides customers with self-service options and allows agents to collaborate and escalate cases when necessary.


ServiceNow HRSD (Human Resources Service Delivery) is a software solution designed to help organizations manage their HR operations and provide excellent service to employees. It allows HR teams to automate their HR processes and provide a self-service portal for employees to request data and access HR services. Also, it provides a centralized knowledge base to ensure employees have access to the latest HR policies, procedures, and best practices.

ServiceNow ITSM

Frequently Asked Questions

ServiceNow is a cloud-based platform that provides a wide range of IT service management (ITSM) and business process automation (BPA) capabilities. It enables businesses to automate and streamline their processes, improve productivity, and deliver better customer outcomes.

Using ServiceNow can provide several benefits, including improved efficiency and productivity, better collaboration and communication, enhanced customer experience, and improved visibility and control over business processes.

ServiceNow provides a range of integration capabilities, including web services, REST APIs, and mid-server integrations, which enable it to connect with other systems and applications. It also provides pre-built connectors for popular systems such as Salesforce, SAP, and Microsoft.

ServiceNow is used by businesses of all sizes and industries, including healthcare, finance, manufacturing, and retail. It is particularly popular among IT organizations for its ITSM capabilities but is increasingly used for a wide range of business processes.

ServiceNow provides comprehensive support to its customers, including online documentation, user communities, training and certification programs, and direct support from ServiceNow technical experts. Customers can also access a range of professional services to implement, customize, and optimize their ServiceNow instance.

ServiceNow has a comprehensive approach to data security and privacy, including multiple layers of security controls, regular security audits and assessments, and compliance with a range of industry standards and regulations. It also provides features such as role-based access controls, data encryption, and audit trails to help ensure customer data’s confidentiality, integrity, and availability.

How ServiceNow And Aelum Consulting Are Connected?

Aelum Consulting is a Premier ServiceNow partner, which means it has a formal partnership agreement with ServiceNow to provide consulting services and solutions to organizations using the ServiceNow platform. Aelum Consulting works closely with ServiceNow to deliver its consulting services and to ensure that its clients can leverage the full capabilities of the ServiceNow platform.

As a ServiceNow partner, Aelum Consulting has access to a range of resources and support from ServiceNow, including training, technical support, and access to ServiceNow’s partner portal. It allows Aelum Consulting to stay up-to-date on the latest ServiceNow technologies and provide its clients with the best possible consulting services.

In addition to its partnership with ServiceNow, Aelum Consulting has a team of experienced ServiceNow consultants certified in a range of ServiceNow technologies and solutions. These consultants work with clients to implement, optimize, and customize ServiceNow solutions to meet their business needs.

Our Clients

We’ll guide you, work with you and deliver the best