Provide users with an engaging portal and catalog of predefined goods and services. Users can track their requests throughout the approval and delivery process. Customer satisfaction skyrockets, and your IT staff will enjoy streamlined operations and low support costs.

Deliver a standardized service catalog for any IT request—hardware, software, or departmental process. Track service and coordinate pricing and cost transfers between departments. Improve internal controls with full audit capabilities, and control request visibility using configurable groups and rules.

Agents can even access Service Catalog from within Agent Workspace, giving them a singular place to resolve incidents and fulfill catalog item requests.

Easily design drag‑and‑drop workflows to match your request processes, and give each catalog item a unique workflow and business rules with built‑in automation. Track the full‑service lifecycle from request to delivery using the ServiceNow audit trail.

Track all service level agreements between IT and requested services to ensure commitments have been met. Follow detailed visualizations to understand active SLAs. Keep all relevant parties informed with automated notifications and escalations so they can gauge organizational performance.

Manage requests and collaborate with your team from the palm of your hand using a native mobile application. Approve requests with the swipe of your finger, without even unlocking your phone. Real‑time notifications help you take immediate action at every step of the request process.

Set the pace by minimizing delays and expediting request processes. Allow approvers to check status at any time. Handle approvals through email or any smart mobile device. A rules‑based configuration provides maximum flexibility including predefined and multilevel approvals.

Encourage transparency and expedite mean time to resolution with bidirectional communications between service desk technicians and customers. All involved parties receive automated notifications any time work notes are added or a status change occurs within the request.

Get real‑time transparency into operations with configurable, role‑based dashboards. Measure service levels and drive continual service improvement with built‑in metrics and surveys. Identify service and training opportunities. Dig even deeper with time‑based trends from ServiceNow Performance Analytics.

Quickly and easily upgrade with an out‑of‑the‑box testing framework. Using quick start test infrastructure, admins can easily create and maintain tests to run on a number of applications, even if they have different data sets or are UI pages from the Now Platform®.