Product

ServiceNow ITSM

by ServiceNow

Product website
https://www.servicenow.com/products/itsm.html
Documentation
https://developer.servicenow.com/
Pricing
https://www.servicenow.com/products/itsm/pricing.html
Categories
IT service management

Description

IT service management software for incidents, service requests, and change management.

AI-native score

How ready this product is for agents to use, on a 0–100 scale across four weighted dimensions. Security is one of them, so a high score is not a substitute for your own security or vendor-risk review. How is this scored?

Research coverage: 42% of the scored decision fields carry a confirmed value. Unresearched fields score zero in the grade above.

Integration4/10Trust2/6Portability3/4Security3/4Tier C50/100
Component Raw Weight Contribution
Integration 4/10 35% 14.0
Trust 2/6 30% 10.0
Portability 3/4 20% 15.0
Security 3/4 15% 11.2
Signals that fired
  • Integration: MCP server (+2) ; Command-line interface (+1) ; SDK / developer kit (+1)
  • Trust: Sandbox environment (available, +1) ; Verified trust center (+1)
  • Portability: Open standards (+1) ; Standard protocol access (+1) ; No proprietary-SDK lock-in (+1)
  • Security: MFA available (+1) ; Compliance certifications (+1) ; Access controls — RBAC / ABAC (+1)
Signals not researched

These gaps cover the fields used in the AI-native score.

  • Integration surfaces: llms.txt, WebMCP, Headless signup, Agent2Agent (A2A) servers, Native connectors, API specs, Agent skills
  • Trust & data policy: Zero data retention, No generative AI training, Hard budget caps, Data export, Data import, Documented provider swap, Self-hostable, Open source

Trust & data policy

Trust center
Vendor trust center
Multi-factor authentication
Available
Sandbox environment
Available
Open standards
Yes
Standard protocol access
Yes
No proprietary-SDK lock-in
Yes

Not yet researched Zero data retention, No generative AI training, Hard budget caps, Data export, Data import, Documented provider swap, Self-hostable, Open source

Security & compliance

Certifications and access controls this product reports on its own pages. We confirm the vendor lists each one; for certifications we don't audit the underlying report. Part of the 15% security score.

A shared trust or security page can support several certifications. We do not require separate public report links because reports may require login, vendor approval, or a nondisclosure agreement. Ask the vendor for reports and applicable coverage before a procurement decision. These listings expose no per-claim check date; the entry's updated date does not date the supporting evidence.

Compliance certifications

ISO 27001 SOC 2

Access controls

RBAC

What it does

Jobs to be done

  • Resolve IT incidents and service requests

    Track, route, and resolve IT incidents and employee service requests.

    View 3 products

Integration surfaces

How an agent connects to this product and finds its documentation. The largest dimension of the AI-native score (35%).

MCP servers

Model Context Protocol endpoints an AI agent can connect to for this product's tools and data.

Command-line interfaces

Developer kits

Not yet researched llms.txt, WebMCP, Headless signup, Agent2Agent (A2A) servers, Native connectors, API specs, Agent skills

Offers

Full pricing page

ITSM Advanced

Custom quote.

ITSM Foundation

Custom quote.

ITSM Prime

Custom quote.

Reviews

No approved reviews yet.

RSS: approved reviews

Catalog activity

Track how this entry changes as proposals are opened and merged.

RSS: merged changes · RSS: open proposals

Products from other publishers that share a job-to-be-done or category, most-shared first.

  • Jira Service Management by Atlassian Tier C

    Same job: Resolve IT incidents and service requests (not assessed)

  • Freshservice by Freshworks Tier C

    Same job: Resolve IT incidents and service requests (not assessed)

Own this product? Add a verified badge to your site

Show visitors and crawling agents your verified AI-native grade. The badge stays current as your entry is verified, and links back to this page.

ServiceNow ITSM — AI-native Tier C (50/100) on Open Agent Guide ServiceNow ITSM — AI-native Tier C (50/100) on Open Agent Guide

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Paste this schema.org Review beside the badge so agents resolve the grade to its source record, not just a picture. 

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The badge reflects only the verified tier and can’t be self-set. How scoring works

Ready to decide?

Tier C · 50/100 AI-native · 42% researched.

Visit ServiceNow ITSM