⚡
Washington / Xanadu 2026 Release
Developer Tools & DevOps
Enterprise ITSM Benchmark
ServiceNow IT Service Management (ITSM)
The intelligent enterprise workflow platform driving modern ITIL digital transformation.
⚡ What's New in ServiceNow IT Service Management (ITSM) (Washington / Xanadu 2026 Release)
- Now Assist for ITSM: generative AI summarizing incidents and drafting change request plans
- Service Operations Workspace unifying IT service desk and IT operations into one view
- Automated DevOps Change: approving low-risk software changes automatically from CI/CD
Product Overview & Capabilities
ServiceNow IT Service Management (ITSM) modernizes enterprise IT operations on the Now Platform. Consolidate fragmented IT tools into a single system of action. Features AI-powered Incident and Problem management, Change Velocity, Configuration Management Database (CMDB), Virtual Agent, and Predictive Intelligence.
Core Features Checklist
- ITIL-aligned Incident, Problem, Change, Release, and Request management
- Single Configuration Management Database (CMDB) maintaining enterprise asset dependencies
- Virtual Agent: conversational AI resolving employee IT requests automatically
- Predictive Intelligence categorizing and assigning tickets using machine learning
- Continual Improvement Management identifying operational bottlenecks and measuring KPIs
Commercial Licensing Options
ITSM Standard
Includes centralized administrative management, cloud allocation, and authorized Tier-1 CSP renewal support.
ITSM Professional
Includes centralized administrative management, cloud allocation, and authorized Tier-1 CSP renewal support.
ITSM Enterprise
Includes centralized administrative management, cloud allocation, and authorized Tier-1 CSP renewal support.
Now Assist for ITSM (GenAI)
Includes centralized administrative management, cloud allocation, and authorized Tier-1 CSP renewal support.
Recommended Deployment Add-ons
➕ ServiceNow CMDB Discovery & Service Mapping Implementation➕ Now Assist Generative AI Configuration
Official Vendor Attribution: All product names, trademarks, and registered trademarks are property of their respective owners. SaaSMP is an independent enterprise software marketplace connecting corporate buyers with certified Tier-1 authorized partners.
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