Software-as-a-Service (SAAS) platform specializing in IT Service Management, IT Operations Management, and IT Business Management. Also includes modules to support HR, Facilities, Project, and Customer Service Management. Other features include GRC (Governance, Risk, and Controls) as well as collaboration and resource sharing.

UCSF Enterprise IT, Clinical Systems, and Department IT utilize ServiceNow for enabling Service Management practices following ITIL as a framework.  This includes Incident, Request, Problem, Change, and Configuration Management (CMDB).  In simple terms, it is a case management tool or often referred to as a “ticketing system” for handling customer requests.  Other departments such as Medical Center Support Services, Controller’s Office, and Supply Chain Management also use ServiceNow for case management and workflow facilitation.