ServiceNow

{{Infobox company

| name = ServiceNow, Inc.

| logo = ServiceNow logo.svg

| image = ServiceNowGlobalHQ.jpg

| image_caption = Headquarters in Santa Clara, California

| former_name = Glidesoft (2003–2006)

| type = Public

| traded_as = {{ubl|{{NYSE|NOW}}|S&P 100 component|S&P 500 component}}

| industry = Enterprise software

| founded = {{Start date and age|2003}}

| founders = {{unbulleted list|Fred Luddy|David Loo|Don Goodliffe|Bow Ruggeri|Patrick Casey}}

| hq_location = {{nowrap|Santa Clara, California, U.S.}}

| area_served = Worldwide

| key_people = {{unbulleted list|Bill McDermott (CEO) | Fred Luddy (chairman)}}

| products =

| services = {{unbulleted list|Cloud computing|IT service management}}

| revenue = {{increase}} {{USD|10.98 billion|link=yes}} (2024)

| operating_income = {{increase}} {{USD|1.364 billion}} (2024)

| net_income = {{decrease}} {{USD|1.425 billion}} (2024)

| assets = {{increase}} {{USD|20.28 billion}} (2024)

| equity = {{increase}} {{USD|9.609 billion}} (2024)

| num_employees = 26,293

| num_employees_year = 2024

| subsid =

| website = {{URL|servicenow.com}}

| footnotes = {{cite web |url=https://www.sec.gov/ix?doc=/Archives/edgar/data/1373715/000137371525000010/now-20241231.htm |title=ServiceNow, Inc. 2024 Annual Report (Form 10-K) |date=2024-01-30 |publisher=U.S. Securities and Exchange Commission}}

}}

ServiceNow, Inc. is an American software company based in Santa Clara, California, that supplies a cloud computing platform for the creation and management of automated business workflows. It is used predominantly for the automation of information technology process, for example, the reporting and resolution of issues impacting an organization's systems. The company was founded in 2003 by Fred Luddy and is listed on the New York Stock Exchange (ticker symbol: NOW) and is a constituent of the S&P 100 and S&P 500 indices.{{Cite news|url=https://www.wsj.com/articles/servicenow-rallies-ahead-of-joining-the-s-p-500-11574273745|title=ServiceNow Rallies Ahead of Joining the S&P 500}} In 2018, Forbes magazine named it number one on its list of the world's most innovative companies.{{cite web |title=The World's Most Innovative Companies |url=https://www.forbes.com/innovative-companies/#6f6360e61d65 |website=Forbes}}

History

ServiceNow was founded as Glidesoft, Inc. in 2003 by Fred Luddy, and later incorporated in California in 2004.{{Cite news|url=https://www.xconomy.com/san-diego/2017/10/03/servicenow-buys-san-diego-specialist-in-customer-experience-design/|title=Xconomy: ServiceNow Buys San Diego Specialist in Customer Experience, Design|last=Bigelow|first=Bruce V.|date=October 3, 2017|work=Xconomy|access-date=2018-05-11|language=en-US}} Luddy had previously served as chief technology officer for Peregrine Systems, an enterprise software company based in San Diego, until 2002.{{Cite news|url=https://www.xconomy.com/san-diego/2011/01/11/service-now-ceo-fred-luddy-sees-a-clear-path-to-1-billion-in-annual-revenue/?single_page=true|title=Xconomy: Service-Now CEO Fred Luddy Sees a Clear Path to $1 Billion in Annual Revenue|last=Bigelow|first=Bruce V.|date=January 11, 2011|work=Xconomy|access-date=2018-05-11|language=en-US}} In founding the company, Luddy intended to provide the same services previously available from the then defunct Peregrine Systems.

Luddy was the only employee until mid-2005 when {{US$|2.5 million}} in venture financing from JMI Equity allowed Glidesoft to hire five additional people. In 2006, the company changed its name to Service-Now.com.{{Cite book|last1=Abbott|first1=Martin L.|last2=Fisher|first2=Michael T.|url=https://books.google.com/books?id=0TjpDAAAQBAJ&pg=PT59|title=Scalability Rules: Principles for Scaling Web Sites|date=2016-08-25|publisher=Addison-Wesley Professional|edition=2|page=59|isbn=978-0-13-443167-3|language=en}} In 2007, ServiceNow reported an annual revenue of {{US$|13 million}} and opened its first Silicon Valley office, in San Jose.{{cite web|url=https://www.xconomy.com/san-diego/2011/08/09/san-diegos-servicenow-driving-hard-as-revenue-soars-expands-to-silicon-valley/?single_page=true|title=San Diego's ServiceNow Driving Hard as Revenue Soars; Expands to Silicon Valley|last=Bigelow|first=Bruce V.|work=Xconomy |date=August 9, 2011|access-date=2018-05-11}} 2007 was also the first year that the company "went cash flow positive".

{{As of|2011|January}}, the company had 275 employees in its San Diego, Chicago, New York, Atlanta, London and Frankfurt offices, as well as a partnership with Accenture who had more than 100 ServiceNow consultants. At this time, the company was sometimes known as "Service-now". By April 2011, the company had named Frank Slootman as chief executive officer.

In June 2012, ServiceNow became a publicly traded company following a {{US$|210 million}} IPO. Shortly thereafter, the company relocated its headquarters from San Diego to Santa Clara, California. It was taken public by Morgan Stanley one month after it took Facebook public.{{cite news|first=Lee |last=Spears |url=https://www.bloomberg.com/news/articles/2012-06-29/servicenow-advances-in-debut-after-210-million-ipo |title=ServiceNow Advances in Debut After $210 Million IPO|newspaper=Bloomberg.com |publisher=Bloomberg News |date=June 29, 2012}}

In October 2019, the company announced that CEO John Donahoe would be succeeded by Bill McDermott, formerly CEO of SAP SE at the end of the calendar year.{{Cite web|date=2019-10-23|title=ServiceNow Shakeup: No One Saw This Coming|url=https://www.channelnomics.com/2019/10/23/servicenow-shakeup-no-one-saw-this-coming/|access-date=2019-10-23|website=Channelnomics|language=en-US}} In January 2020, Bill appointed Gina Mastantuono as President and Chief Financial Officer.{{Cite web |last=Miller |first=Ron |date=2019-11-18 |title=Bill McDermott takes reins as ServiceNow CEO sooner than expected with new CFO |url=https://techcrunch.com/2019/11/18/bill-mcdermott-takes-reins-as-servicenow-ceo-sooner-than-expected-with-new-cfo/ |access-date=2025-04-17 |website=TechCrunch |language=en-US}}

In May 2023, Nvidia announced a partnership with ServiceNow to bring AI services to major corporations. This partnership aims to utilize company-specific data in the new AI service, distinguishing it from the AI advancements made by OpenAI and ChatGPT.{{Cite web|last1=Investors|date=2023-05-26|title=NVDA Stock: Nvidia, ServiceNow Partnership Involves Generative AI|url=https://www.investors.com/news/technology/nvda-stock-nvidia-servicenow-partnership-involves-generative-ai/|website=Investors|access-date=2023-05-26|language=en-US}}

As of December 2023, the number of employees in ServiceNow was estimated to be around 23,000.{{Cite web |title=ServiceNow's workforce by department 2020-2023 |url=https://www.statista.com/statistics/1254506/servicenow-workforce-by-department/ |access-date=2024-10-16 |website=Statista |language=en}}

In 2024, the platform was reported to have leaked potentially highly confidential data from the "knowledge base" module of over a thousand corporate users due to a misconfiguration of its access control settings.{{Cite web |title=Over 1,000 ServiceNow instances found leaking corporate KB data |url=https://www.bleepingcomputer.com/news/security/over-1-000-servicenow-instances-found-leaking-corporate-kb-data/ |access-date=2024-10-16 |website=BleepingComputer |language=en-us}}

In October 2024, the company announced its plans to invest $1.5 billion in the UK.{{Cite web |last=Browne |first=Ryan |date=2024-10-14 |title=ServiceNow, Coreweave and others to invest $8.2 billion in UK data centers to fuel AI growth. |url=https://www.cnbc.com/2024/10/14/servicenow-to-invest-1point5-billion-in-uk-to-localize-ai-data-processing.html |access-date=2024-10-15 |website=CNBC |language=en}} Its data centers there are located in the cities of London and Newport, Wales.

= Acquisitions =

July 2013: Mirror42, an Amsterdam-based software developer{{Cite web|url=https://xconomy.com/san-diego/2013/07/09/servicenow-acquires-dutch-provider-of-performance-analytics-software/|title=ServiceNow Acquires Dutch Provider of Performance Analytics Software|last=Bigelow|first=Bruce|website=Xconomy|date=July 10, 2013 |language=en|access-date=2019-08-22}}
July 2014: Neebula Systems, an Israeli cloud computing tools company{{Cite web|url=https://en.globes.co.il/en/article-servicenow-acquires-neebula-systems-for-100m-1000953148|title=ServiceNow acquires Neebula Systems for $100m|last=Goldenberg|first=Roy|website=Globes|date=July 9, 2014|language=en|access-date=2021-03-04}}
February 2015: Intréis{{Cite web|url=https://itbrief.co.nz/story/servicenow-acquires-intreis-launches-new-grc-offering|title=ServiceNow Acquires Intrei, Launches New GRC Offering|website=ITBrief|language=en|access-date=2019-08-22}}
June 2016: Brightpoint Security{{Cite web|url=https://fortune.com/2016/06/01/servicenow-security-software-brightpoint/|title=ServiceNow snaps up Security Startup|last=Clancy|first=Heather|website=Forbes|language=en|access-date=2019-08-22}}
January 2017: Machine learning startup DxContinuum{{Cite web|url=https://www.zdnet.com/article/servicenow-buys-dxcontinuum-to-boost-enterprise-automation-services/|title=ServiceNow buys DxContinuum to boost enterprise automation services|last=Gagliordi|first=Natalie|website=zdnet|language=en|access-date=2019-08-22}}
October 2017: San Diego human-centered design firm Telepathy; the acquisition doubled the size of ServiceNow's internal design agency, the Design Experience Organization
October 2017: SkyGiraffe, an enterprise mobility company backed by Microsoft Ventures. SkyGiraffe formed the basis for ServiceNow's Mobile Platform, released in March 2019.{{Cite web|url=https://www.zdnet.com/article/servicenow-buys-mobile-platform-startup-skygiraffe/|title=ServiceNow buys mobile platform startup SkyGiraffe|last=Gagliordi|first=Natalie|website=ZDNet|language=en|access-date=2019-06-07}}
April 2018: VendorHawk, a software-as-a-service management company{{Cite web|url=https://www.zdnet.com/article/servicenow-beats-estimates-acquires-vendorhawk/|title=ServiceNow beats estimates, acquires VendorHawk|last=Gagliordi|first=Natalie|website=zdnet|language=en|access-date=2019-08-15}}
May 2018: AI startup Parlo{{Cite web|last=Gagliordi|first=Natalie|title=ServiceNow buys AI startup Parlo|url=https://www.zdnet.com/article/servicenow-buys-ai-startup-parlo/|access-date=2020-11-23|website=ZDNet|language=en}}
October 2018: Data analytics company, FriendlyData{{Cite web|title=ServiceNow to acquire FriendlyData for its natural language search technology|url=https://techcrunch.com/2018/10/10/servicenow-to-acquire-friendlydata-for-its-natural-language-search-technology/|access-date=2020-11-23|website=TechCrunch|date=October 11, 2018 |language=en-US}}
May 2019: Appsee Ltd., an analytics startup{{Cite web|url=https://siliconangle.com/2019/05/13/servicenow-picks-mobile-app-analytics-startup-appsee/|title=ServiceNow picks up mobile app analytics startup Appsee|last=Deutscher|first=Maria|website=SiliconAngle|date=May 13, 2019|language=en|access-date=2019-08-15}}
November 2019: Fairchild Resiliency Systems{{Cite web|last=Links|first=Recommended|title=ServiceNow to acquire Fairchild Resiliency Systems to help companies better manage risk at scale|url=https://blogs.servicenow.com/2019/fairchild-resiliency-acquisition-helps-companies-manage-risk.html|website=blogs.servicenow.com|language=en}}
January 2020: Loom Systems, Passage AI, and Attivio{{Cite web|url=https://siliconangle.com/2020/01/28/two-deals-week-servicenow-acquires-passage-ai-deep-learning-chatbots/|title=Two deals in a week: ServiceNow acquires Passage AI for its deep learning chatbots|last=Deutscher|first=Maria|date=2020-01-28|website=SiliconANGLE|language=en|access-date=2020-04-02}}{{Cite web|date=2020-01-28|title=ServiceNow to Acquire Passage AI|url=https://www.businesswire.com/news/home/20200128005287/en/ServiceNow-to-Acquire-Passage-AI|access-date=2021-03-16|website=www.businesswire.com|language=en}}
June 2020: Sweagle{{Cite web|url=https://techcrunch.com/2020/06/22/servicenow-to-acquire-belgian-configuration-management-startup-sweagle|title=ServiceNow to acquire Belgian configuration management startup Sweagle|last=Miller|first=Ron|date=2020-06-20}}
November 2020: Element AI{{Cite web|url=https://www.zdnet.com/article/servicenow-acquires-artificial-intelligence-startup-element-ai/|title=ServiceNow acquires artificial intelligence startup Element AI|date=2020-11-30|website=ZDNet|last=Gagliordi|first=Natalie}}
March 2021: Intellibot{{Cite web|last=Miller|first=Ron|title=ServiceNow takes RPA plunge by acquiring India-based startup Intellibot|url=https://techcrunch.com/2021/03/23/servicenow-takes-rpa-plunge-by-acquiring-india-based-startup-intellibot/|date=2021-03-23|website=TechCrunch}}
May 2021: Lightstep{{Cite web|last=Dignan|first=Larry|title=ServiceNow acquires Lightstep, aims to leverage observability across enterprises|url=https://www.zdnet.com/article/servicenow-acquires-lightstep-aims-to-leverage-observability-across-enterprises/|date=2021-05-10|website=ZDNet}}
August 2021: Swarm64 and Mapwize{{Cite web|last=Dignan|first=Larry|date=2021-08-05|title=ServiceNow acquires database performance company Swarm64|url=https://www.zdnet.com/article/servicenow-acquires-database-performance-company-swarm64/|website=ZDNet}}{{Cite web|last=Sawers|first=Pauk|date=2021-08-11|title=ServiceNow expands into indoor mapping with Mapwize acquisition|url=https://venturebeat.com/2021/08/11/servicenow-expands-into-indoor-mapping-with-mapwize-acquisition/|website=VentureBeat}}
October 2021: Gekkobrain{{Cite web|last=Links|first=Recommended|title=Gekkobrain acquisition to streamline ERP migrations, modernize systems of record|url=https://blogs.servicenow.com/2021/gekkobrain-acquisition-erp-migrations.html|website=blogs.servicenow.com|language=en}}
June 2022: Hitch{{Cite web|last=Sawers|first=Paul|title=ServiceNow acquires Hitch to bring AI-powered skills mapping to the enterprise |url=https://venturebeat.com/2022/06/03/servicenow-acquires-hitch-to-bring-ai-powered-skills-mapping-to-the-enterprise/|website=VentureBeat|date=2022-06-03}}
October 2022: Era Software{{Cite web|last=Scannell|first=Ed|title=ServiceNow buys Era Software to unify observability strategy|url=https://www.techtarget.com/searchitoperations/news/252525821/ServiceNow-buys-Era-Software-to-unify-observability-strategy/|website=TechTarget|date=2022-10-06}}
July 2023: AI-powered platform G2K{{cite web|url=https://futurumgroup.com/insights/servicenow-expands-its-ai-capabilities-with-g2k-acquisition-redefining-retail-and-beyond/#:~:text=ServiceNow%20Expands%20Its%20AI%20Capabilities%20with%20G2K%20Acquisition%3A%20Redefining%20Retail%20and%20Beyond&text=The%20News%3A%20ServiceNow%20recently%20announced,transforming%20retail%20and%20other%20industries.|title=ServiceNow Expands Its AI Capabilities with G2K Acquisition: Redefining Retail and Beyond|website=The Futurum Group|date=May 16, 2023|author=Shelly Kramer|access-date=August 11, 2023}}
December 2023: UltimateSuite{{cite web |last1=Kovar |first1=Joseph |title=ServiceNow To Acquire UltimateSuite In Task-Mining Play |url=https://www.crn.com/news/channel-news/servicenow-to-acquire-ultimatesuite-in-task-mining-play |website=CRN |access-date=15 January 2024}}{{cite press release |title=ServiceNow to Acquire Task Mining Company UltimateSuite to Enhance Process Mining and Intelligent Automation on the Now Platform |url=https://www.businesswire.com/news/home/20231218270685/en/ServiceNow-to-Acquire-Task-Mining-Company-UltimateSuite-to-Enhance-Process-Mining-and-Intelligent-Automation-on-the-Now-Platform |website=BusinessWire |date=December 18, 2023 |access-date=15 January 2024}}
March 2024: 4Industry{{Cite web |last=FinSMEs |date=2024-03-19 |title=ServiceNow Acquires 4Industry; Closes Acquisition of Smart Daily Management |url=https://www.finsmes.com/2024/03/servicenow-acquires-4industry-closes-acquisition-of-smart-daily-management.html |access-date=2024-03-19 |website=FinSMEs |language=en-US}}
July 2024: Raytion GmbH{{Cite web |date=July 24, 2024 |title=ServiceNow acquires Raytion to enhance GenAI-powered search and knowledge management capabilities on the Now Platform |url=https://www.servicenow.com/company/media/press-room/servicenow-acquires-raytion.html |access-date=July 24, 2024}}
November 2024: Mission Secure {{Cite web |date=November 6, 2024 |title=ServiceNow to acquire Mission Secure to enhance OT asset visibility |url=https://www.servicenow.com/blogs/2024/mission-secure-enhance-ot-asset-visibility}}
January 2025: Cuein AI {{Cite web |date=January 17, 2025 |title=ServiceNow accelerates agentic AI roadmap with acquisition of AI native conversation data analysis platform Cuein |url=https://www.servicenow.com/company/media/press-room/servicenow-to-acquire-cuein.html}}
February 2025: Quality 360°{{Cite web |title=Acquires Advania's Quality 360 solution - ServiceNow Press |url=https://www.servicenow.com/company/media/press-room/acquires-advania-quality-360.html |archive-url=http://web.archive.org/web/20250303144219/https://www.servicenow.com/company/media/press-room/acquires-advania-quality-360.html |archive-date=2025-03-03 |access-date=2025-03-19 |website=www.servicenow.com |language=en}}
March 2025: Moveworks{{Cite news |last1=Baker |first1=Liana |last2=Roof |first2=Katie |last3=Ford |first3=Brady |date=March 11, 2025 |title=ServiceNow to Buy AI Startup Moveworks for Nearly $3 Billion |url=https://www.bloomberg.com/news/articles/2025-03-10/servicenow-nears-deal-to-buy-ai-assistant-maker-moveworks |publisher=Bloomberg News}}
April 2025: Logik {{Cite web |date=April 3, 2025 |title=ServiceNow to boost CRM offering with acquisition of Logik.ai’s best-in-class, AI-powered CPQ solution |url=https://www.servicenow.com/company/media/press-room/servicenow-to-acquire-logik-ai.html |url-status=live}}
May 2025: Data.World{{Cite web |date=May 7, 2025 |title=ServiceNow acquires data world two months after acquiring moveworks |url=https://techcrunch.com/2025/05/07/servicenow-acquires-data-world-two-months-after-acquiring-moveworks/ |website=TechCrunch}}

Platform

ServiceNow is a platform-as-a-service, that is designed to support IT service management and help desk functionality with automated workflows. Their fee model was based on a cost per user (seat) per month, with that cost ranging down from {{US$|100}}.

The platform is packaged into different suites of applications called "modules", which are tailored to various business processes. Some of these areas include Governance, risk management, and compliance, audit, business continuity planning, disaster recovery, vendor management, and environmental, social, and corporate governance. A commonly referred to benefit of the platform is that many of these modules are interconnected, such as the IRM suite (Integrated Risk Management), which will automatically create issues and assign tickets based on various risk and audit findings, findings that can be found through the manual or automated performance of different activities such as evidence requests. There is also a data and information visualization report creator called Performance Analytics.

The ServiceNow script is written in JavaScript, with database queries being made using a proprietary object-oriented API called Glide.{{cite web | url=https://docs.servicenow.com/bundle/vancouver-api-reference/page/script/glide-server-apis/topic/p_GlideServerAPIs.html | title=Product Documentation | ServiceNow }} In July 2023, the company released a generative AI speech-to-code feature, which the marketing research firm Valoir estimated could reduce relevant work time by 40 percent.{{Cite press release |title=Now Assist GenAI Offers Summarization and Text-To-Code |url=https://www.servicenow.com/company/media/press-room/genai-text-to-code-case-summarization.html}}