Certified Version:

San Diego Release

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Ihr Ansprechpartner: Andreas Weber

Andreas Weber



This characterizes the software solution

ServiceNow IT Service Management, IT Business Management and IT Operations Management offer a uniform, integrated platform for all areas of IT, from controlling to IT operations, from the CIO to the service desk staff and administrator, from the project management office to the monitoring center. Project planning and control in waterfall or hybrid mode are just as possible as Agile development and Scaled Agile Framework. You can reach your customers and employees via portals, chat bot, mobile apps, walk-up kiosk or quite traditionally via telephone or email integration. Machine learning and automation support you, for example, with predictive alerts or the Similarity Engine, which suggests similar incidents or problems to the service desk employee in the respective context. Other functions include asset and configuration management (including discovery and service mapping), cost management and financial planning, knowledge management, service level management, service catalog and procurement, and performance analytics and reporting.


Certified Practices

  • Monitoring & Event Management
  • Incident Management
  • Service Request Management
  • Problem Management
  • Service Catalogue Management
  • Service Level Management
  • Capacity & Performance Management
  • Availability Management
  • Service Continuity Management
  • Information Security Management
  • Change Enablement
  • Relationship Management
  • Deployment Management
  • Release Management
  • Knowledge Management
  • Service Financial Management
  • Measurement & Reporting Management
  • Service Configuration Management
  • Supplier Management

License Model

As a SaaS solution, ServiceNow is licensed via subscriptions. The model varies depending on the application. All personal licenses are named user licenses.

  • Fulfiller model: Here, the specialist employee is licensed, such as the service desk employee. Valid e.g. for IT Service Management or Customer Service Management.
  • All User Model: Here, every employee in the company is licensed. Valid e.g. for HR Service Management
  • Nodes: Here, depending on the application, servers or end devices are licensed. Valid e.g. for Event Management or Software Asset Management.

Available License Models

  • Named User License
  • Enterprise License

Operating Model

The ServiceNow platform is a pure SaaS solution. It is operated for our customers in two mirrored regional data centers, e.g. in Germany (Frankfurt, Düsseldorf) or EMEA (London, Amsterdam). Each customer has its own instances, which are not shared with other customers; this way, the customer itself controls the timing of upgrades. The mirroring of the instances ensures the highest level of availability even during ongoing upgrades. All that is required to access the ServiceNow platform is a browser; native apps for iOS and Android are available as an alternative.

Available operating Models

  • Private cloud

Available languages

  • German
  • English
  • Spanish
  • French
  • Italian
  • Russian
  • Polish
  • Dutch
  • more

Where is the software used? - References

Our customers include companies from all industries, from German medium-sized businesses to major international corporations. In Germany, these include Orion Engineered Carbons, QIAGEN and Siemens, and internationally Raiffeisen Bank, Royal Bank of Scotland, Swiss Re, VECTOR Informatic, Carlson Wagonlit Travel and Malaysia Airlines, among others.

Do you need help? - Support

ServiceNow customers receive support and assistance through various channels. These include 24×7 support in English, which is accessible via our web portal ‘HI’ and also includes our Virtual Agent, the extensive product documentation, and the ServiceNow Community, where ServiceNow employees as well as customers and partners answer their questions. The SLA for the support response time ranges from 30 minutes (P1) to one day (P3).

Always up to date - training courses

ServiceNow offers a comprehensive training program in German and English and at various locations both in Germany and internationally. The training courses range from the basics of the ServiceNow Platform to specific training for individual applications. Depending on the content, they are aimed at both administrators and specialist staff in the various departments. Certifications are also offered for the ServiceNow platform and for specific applications.




Europa-Allee 52

60327 Frankfurt am Main


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Software solutions are important for the successful implementation of service management processes in practice. The right tool ensures that people accept and can apply the processes. Take advantage of our years of experience and absolute neutrality when it comes to evaluating the right ITSM or PM software solution.