ServiceNow Capability Map

Template

Asset number: 0002488

October 2024
User instructions
PLEASE REMOVE THIS SLIDE BEFORE PRESENTING
• Who: This deck is built for delivery of a ServiceNow product/capability. The delivery of this
deck may be undertaken by Customers, ServiceNow Partners and ServiceNow Expert
Services. Assigned Platform Owners, Platform Architects, Business Process Analysts,
Business and/or Process Consultants will normally be responsible for its delivery.
• Why: We want to make it easier for you by spending more time on the implementation and
build, not creating workshop materials. The purpose of this presentation is to help customers
map out the capabilities through the products you own and where they are on your
implementation journey and adoption plan.

© 2024 ServiceNow, Inc. All Rights Reserved. 2

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© 2024 ServiceNow, Inc. All Rights Reserved. 3

ServiceNow
Capability Map

© 2024 ServiceNow, Inc. All Rights Reserved. 4

 > Capabilities ServiceNow Capability Map
Customer Portal Messenger Email CTI/IVR Virtual Agent Live Chat Universal Request Walk-up Experience Employee Center Mobile App Workspaces Sidebar Chat MS Teams MS Copilot

Customer Field Service Financial IT Service IT Operations IT Asset Enterprise HR Service Workplace Integrated Risk Business App Automation
Service Mgmt Mgmt Services Ops Mgmt Mgmt Mgmt Asset Delivery Service Mgmt Continuity Engine Engine
Customer Case Financial Service Software Asset Mgmt
Enterprise Asset Delivery
Workplace Case Policy & Mgmt App Engine
Work Order Mgmt Incident Mgmt Discovery HR Case Mgmt Business Integration Hub
Mgmt Data Model Mgmt Mgmt Mgmt Compliance Continuity Mgmt Studio
Dynamic Payment Content Library & Enterprise Asset Campaign Workplace Business Impact
IT Service Mgmt Scheduling and Problem Mgmt Service Mapping Risk Mgmt App Template RPA Hub
Operations Service Lifecycle Mgmt Automation Reservation Analysis (BIA)
Targeted Dispatch Service Graph SaaS License Enterprise Asset Unattended
Card Operations Change Mgmt Ent. Onboarding Workplace Space Unlimited custom
communications Planned Work Connectors Mgmt Inventory Mgmt Audit Mgmt Crisis Mgmt Robots
& Transitions Mapping Apps and tables
Mgmt
Document Software Spend Indoor Mapping Employee Workspace Visitor App Engine Mgmt Attended Robots
Task Intelligence Release Mgmt Firewall Audit ESG Mgmt
Territory Planning Processor Detection for Asset Journey Mgmt Mgmt Privacy Mgmt Center
Communities & License cloud Now Assist Document
Loan Operations Request Mgmt Certificate Mgmt Employee Indoor Mapping Privacy Case ESG Mgmt
Knowledge Mgmt Field Service cost simulator for Creator Intelligence
Security Document Mgmt Mgmt
Contractor Mgmt Automation
Deposit Asset and Cost SAM Success Operations Privacy Impact ESG Metric
Playbook for CSM Dispatcher Tag Governance Listening Posts Center
Operations Mgmt Tracking Legal Service Assessment Definition App Engine for
Workspace Security Incident
Workforce Continual Agent Client Hardware Asset Response Now Assist Delivery Breach Assess. ERP ERP Stream Connect
ESG Workspace Customization
Optimization Manufacturing Improvement Collector Mgmt for HRSD Legal Request Workflow for Apache Kafka
Site Mapping Vulnerability mining
Now Assist Digital Portfolio Hardware Asset Response Mgmt
Event Mgmt Strategic ERP Canvas
for CSM Linear Asset OT Manager Mgmt Lifecycle Mgmt VR Patch Health & Legal Matter Third-party Portfolio Mgmt
Support DevOps Change Metric Hardware Asset Orchestration Safety Mgmt
Manufacturing Risk Mgmt
Telecom, Media Velocity Intelligence Reservation Data Loss
&
Now Assist Process Manager Prevent. Inc.
Contact Tracing Legal Counsel Vendor Risk
Demand Mgmt Finance and Supply Chain
for FSM Digital Product Hardware Center
Technology Predictive AIOps Response Mgmt Project & Portfolio
Telco & Tech. Release Content Library Employee Health Sourcing & Supplier
Security Posture Third-party Risk Mgmt
Provider Service Public Sector ITSM Success Health Log Indoor Mapping Screening Talent Lifecycle
Control Mgmt Procurement
Mgmt Healthcare & Dashboard Analytics for Asset Employee Travel Development
Public Sector Resource Mgmt OpS
Procurement Operations
Supplier Mgmt
Life Sciences Site Reliability Safety
Core Digital End-User Enterprise Case Mgmt Workspace
Service Bridge Experience Operations Operational Health & Safety Learning Investment
Healthcare Data Constituent Architecture Funding Procurement Supplier
Assurance Model Experience Now Assist Intelligent CMDB Technology Dashboard
Workspace onboarding
for ITSM Search Workplace PPE Manager Hub Buss Application Roadmap
Workflow Patient Support Government OT Visibility Planning Supplier
Cloud Migration Inventory Mgmt Inventory ShoppingHub
Sales and Services agent experience Career Agile Dev & Test Intelligence
Assessment OT Vulnerability Workplace Safety Application
Order Mgmt Response Conversation Rationalization Mgmt Purchase &
Pre-visit Mgmt Cloud Service Mgmt
Retail Service Catalog Mentoring Technology Scenario Receipt Auto. Supply Chain
Opportunity OT Service Mgmt Health & Safety
Mgmt Mgmt Cloud Account Testing Portfolio Mgmt Planning Exception
EMR Help Opportunity Account Mgmt
Mgmt Timecards Exception
Quote Mgmt Retail Core OT Asset Mgmt Marketplace Payable Workspace
Clinical Device Now Assist
for ITOM Skills Intelligence Now Assist Operations
Account Payable
Mgmt
Order Fulfillment Workspace for SPM Invoice Proc.

P L AT F O R Core Services Intelligence & Admin & Integration Services Security and Compliance
Generative AI Configuration
M Service Catalog Performance/Platform Analytics Admin Center Web services ACL & Roles Database Encryption
CORE Knowledge Mgmt Predictive Intelligence Web UI & Mobile Builder Import & Export LDAP Integration Cloud Encryption

ServiceNow Service Level Mgmt Process Mining ServiceNow IDE Inbound Email ServiceNow Security Center Column Level Encryption ENT
Cloud CMDB Now Assist for Search Workflow Studio Embedded Integrations Multi-factor authentication Full Disk Encryption
Common Service Data Model Now Assist for Virtual Agent Advanced Work Assignment Integration Hub Antivirus Scanning CLE Enterprise KMF
AI Search Now Assist Panel Automated Test Framework Instance data replication Deny unless Vault
Single Data
Visual Task Board Generative AI Controller Seamless upgrades Subscription Mgmt FEDRAMP / GCC
Model
© 2024 ServiceNow, Inc. All Rights Reserved. 5
Survey and Assessments Now Assist Skill Kit Domain Separation
Generative AI solution
AI Agents
 > Capabilities Adoption Plan for [Customer] Licensed
High adoption
Licensed
Medium adoption
Licensed
Low / No Adoption
Plan to
adopt
Non
licensed

Customer Portal Messenger Email CTI/IVR Virtual Agent Live Chat Universal Request Walk-up Experience Employee Center Mobile App Workspaces Sidebar Chat MS Teams MS Copilot

Customer Field Service Financial IT Service IT Operations IT Asset Enterprise HR Service Workplace Integrated Risk Business App Automation
Service Mgmt Mgmt Services Ops Mgmt Mgmt Mgmt Asset Delivery Service Mgmt Continuity Engine Engine
Customer Case Financial Service Software Asset Mgmt
Enterprise Asset Delivery
Workplace Case Policy & Mgmt App Engine
Work Order Mgmt Business Integration Hub
Mgmt Data Model Incident Mgmt Discovery Mgmt Mgmt HR Case Mgmt Mgmt Compliance Continuity Mgmt Studio
Dynamic Payment Content Library & Enterprise Asset Campaign Workplace Business Impact
IT Service Mgmt Scheduling and Problem Mgmt Service Mapping Risk Mgmt App Template RPA Hub
Operations Service Lifecycle Mgmt Automation Reservation Analysis (BIA)
Targeted Dispatch Service Graph SaaS License Enterprise Asset Ent. Unlimited Unattended
Card Operations Workplace Space
communications Planned Work Change Mgmt Mgmt Inventory Mgmt Onboarding & Audit Mgmt Crisis Mgmt custom Apps and Robots
Connectors Mapping
Mgmt Transitions tables
Document Software Spend Indoor Mapping Employee Workspace Visitor App Engine Attended Robots
Task Intelligence Release Mgmt Firewall Audit ESG Mgmt
Territory Planning Processor Detection for Asset Journey Mgmt Mgmt Privacy Mgmt Mgmt Center
Communities & Certificate License cloud Document
Loan Operations Request Mgmt Employee
Indoor Mapping Privacy Case ESG Mgmt Now Assist
Knowledge Mgmt Field Service cost simulator Intelligence
Mgmt Security Document Mgmt Mgmt for Creator
Contractor Mgmt Automation
Deposit Asset and Cost SAM Success Operations Privacy Impact ESG Metric
Playbook for CSM Dispatcher Tag Governance Listening Posts Center
Operations Mgmt Tracking Legal Service Assessment Definition App Engine for
Workspace Security Incident
Workforce Continual Agent Client Hardware Asset Response Now Assist Delivery Breach Assess. ERP ERP Stream Connect
ESG Workspace Customization
Optimization Manufacturing Improvement Collector Mgmt for HRSD Legal Request Workflow for Apache Kafka
Site Mapping Vulnerability mining
Now Assist Digital Portfolio Hardware Asset Response Mgmt
Event Mgmt Strategic ERP Canvas
for CSM Linear Asset OT Manager Mgmt Lifecycle Mgmt VR Patch Health & Legal Matter Third-party Portfolio Mgmt
Support DevOps Change Metric Hardware Asset Orchestration Safety Mgmt Risk Mgmt
Manufacturing Data Loss
Telecom, Media Now Assist Velocity Intelligence Reservation Contact Tracing Legal Counsel Demand Mgmt Finance and Supply Chain
Process Manager Prevent. Inc. Vendor Risk
& Digital Product Hardware
for FSM Center Mgmt
Technology Release Predictive AIOps Content Library Response Employee Health Project & Portfolio
Telco & Tech. Security Posture Sourcing & Supplier
Public Sector Screening Third-party Risk Mgmt
Provider Service ITSM Success Indoor Mapping Control Talent Procurement Lifecycle
Healthcare & Health Log for Asset Employee Travel Development Mgmt
Mgmt Public Sector Dashboard Analytics Resource Mgmt OpS Operations
Life Sciences Safety Procurement Supplier Mgmt
Core Digital End-User Enterprise Case Mgmt Workspace
Service Bridge Site Reliability Operational Health & Safety Learning Investment
Healthcare Data Constituent Experience Architecture
Operations Technology Dashboard Funding Procurement Supplier
Assurance Model Experience Now Assist Intelligent CMDB Workspace onboarding
for ITSM Workplace PPE Manager Hub Buss Application Roadmap
Workflow Patient Support Government Search OT Visibility Planning Supplier
Inventory Mgmt Inventory ShoppingHub
Sales and Services agent experience Cloud Migration Career Agile Dev & Test Intelligence
OT Vulnerability Workplace Safety Application
Order Mgmt Assessment Conversation Rationalization Mgmt Purchase &
Pre-visit Mgmt Response Mgmt
Retail Service Cloud Service Scenario Receipt Auto. Supply Chain
Opportunity Catalog Health & Safety Mentoring Technology
Mgmt OT Service Mgmt Planning Exception
Mgmt Testing Portfolio Mgmt
EMR Help Cloud Account Opportunity Account Mgmt
Timecards Exception
Quote Mgmt Retail Core Mgmt OT Asset Mgmt Marketplace Payable
Clinical Device Workspace
Now Assist Skills Intelligence Now Assist Operations
Account Payable
Mgmt for ITOM
Order Fulfillment Workspace for SPM Invoice Proc.

P L AT F O R Core Services Intelligence & Admin & Integration Services Security and Compliance
Generative AI Configuration
M Service Catalog Performance/Platform Analytics Admin Center Web services ACL & Roles Database Encryption
CORE Knowledge Mgmt Predictive Intelligence Web UI & Mobile Builder Import & Export LDAP Integration Cloud Encryption

ServiceNow Service Level Mgmt Process Mining ServiceNow IDE Inbound Email ServiceNow Security Center Column Level Encryption ENT
Cloud Now Assist for Search Full Disk Encryption
CMDB Workflow Studio Embedded Integrations Multi-factor authentication
Common Service Data Model Now Assist for Virtual Agent Advanced Work Assignment Integration Hub Antivirus Scanning CLE Enterprise KMF
AI Search Now Assist Panel Automated Test Framework Instance data replication Deny unless Vault
Single Data
Visual Task Board Generative AI Controller Seamless upgrades Subscription Mgmt FEDRAMP / GCC
Model
© 2024 ServiceNow, Inc. All Rights Reserved. 6
Survey and Assessments Now Assist Skill Kit Domain Separation
Generative AI solution
AI Agents
Thank you