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ServiceNow Canada

Portfolio and Platform

ServiceNow was founded in 2004 and since that time has provided enterprise level products and services.

ServiceNow offers a comprehensive portfolio of cloud-based applications that create great experiences and unlock productivity across an organization. We think of this Digital Transformation process and benefits in three distinct workflows.

  • Transform your operational IT productivity
  • Standardize IT globally
  • Manage demand and resources better
  • Improve service availability
  • Reduce enterprise risk
  • Drive operational excellence through automation
  • Elevate your employee experience
  • Enable employees with self-service
  • Improve HR productivity
  • Smooth employee on-boarding
  • Reimagine your customer engagement
  • Increase customer satisfaction
  • Resolve issues faster
  • Personalize and predict

These workflows include the products listed below.

ServiceNow products

These workflows and applications are built on the ServiceNow Platform, which offers industry-leading infrastructure and architecture, integration, scalability, and security.

  • ServiceNow has a game-changing architecture. Many other cloud providers operate in a multi-tenant architecture (where many customers share the same database and application instance) and take their system down for planned maintenance more frequently and for longer time periods than ServiceNow. This impacts the cloud provider’s ability to troubleshoot or perform maintenance on a single customer’s instance without severely impacting many other customers. ServiceNow offers a superior, single-instance architecture; each instance has its own database and application set, allowing each customer to operate independently of other customers. We compliment this with 18 data centers around the globe (nine pairs) that enable us to fail over customers when issues arise or we are performing planned maintenance. When ServiceNow is working on your instance, you can still use it without seeing any change in performance.
  • All workflows and applications are built on a common platform, eliminating the traditional challenges around data integration. Any application on the ServiceNow Platform, including customer-built applications, can access and leverage all metrics, tasks, services, assets, people, locations, and information from a single data source, and everyone in the enterprise can access this information through a single user portal. All applications also leverage an intelligent automation engine to bring together people processes and automated processes.
  • ServiceNow is built on a highly scalable, state-of-the art cloud infrastructure. With a clustered application and database server architecture, there is no known limit to the scalability of the ServiceNow implementation. ServiceNow has tens of thousands of customer instances operating globally in our data centers and over 150 million subscribed users. Customer instances perform an aggregate of tens of billions of full page transactions every month. Customers using the ServiceNow CMDB as the single system of record have scaled their CMDBs to manage tens of millions of configuration items (CIs). Our largest customer has tens of thousands of Fulfiller users and hundreds of thousands of Requester (end) users. We easily support all existing customers with room to grow and support customers large and small.
  • ServiceNow understands that the security, privacy, and compliance are vital to all organizations, regardless of size. The ServiceNow Platform provides industry-leading features and services – in a secure, reliable environment – that support customer implementations, as well as custom applications and application integrations. ServiceNow provides 24x7 operations and security monitoring to help ensure customer instances are protected and operating as intended. We’ve engineered our cloud services, the infrastructure that supports it, our data encryption techniques, and security threat response processes, to ensure that your data is protected and secure at all times.

Procurement Vehicles


SLSA Contract # EN578-232335/070/SMS
Term: October 10, 2023 - September 29, 2028

Carahsoft serves as the SLSA Schedule Partner for ServiceNow, the enterprise cloud company, providing a services model that defines, structures and automates the flow of work, removing email and spreadsheets from the process to streamline the delivery of services. Carahsoft supports an extensive ecosystem of resellers and consulting partners committed to helping government agencies optimize automated SaaS services applications that include cloud computing, platform-as-a-service (PaaS) enterprise service, human resources, finance, marketing, and field operations. Carahsoft offers the entire line of ServiceNow products and services on the SLSA Contract # EN578-232335/070/SMS.

Products

  • ServiceNow Applications
    • Asset Management - Provides capabilities to track and manage the physical, contractual, and financial aspects of IT assets.
    • Change Management - Allows repeatable methods and procedures to be used for introducing change into the IT infrastructure by providing capabilities for creating, assessing, approving, and executing changes.
    • CreateNow Development Suite - Offers the ability to build Custom Applications on top of the Service Automation Platform.
    • Demand Management - Consolidates IT requests through a service catalog and routes them in a workflow to stakeholders who gather additional information to prioritize investment decisions.
    • Discovery - Locates physical and virtual servers connected to an enterprise network.When Discovery locates the server, it explores its configuration, status, software, and relationships to other connected servers, and updates Configuration management (CMDB).
    • Facilities Service Automation - Provides capabilities to manage the service delivery of a facilities department by offering a self- service catalog and assignment of requests based on fulfillment rules.
    • Field Service Automation - Provides capabilities to create work order records for the repair and service of equipment.
    • HR Service Automation - Provides capabilities to manage the service delivery of a human resource department by offering a self-service catalog and assignment of requests based on fulfillment rules.
    • Incident Management - Enables the ability restore normal IT operations by providing capabilities to record, classify, distribute, and manage incidents through to resolution.
    • IT Cost Management - Provides capabilities to track one-time and recurring costs of configuration items used by IT and allocate those costs to business units using allocation rules.
    • IT Governance, Risk and Compliance (IT GRC) - Provides capabilities to document IT policies and procedures, define and assess risks and controls, audit and test controls, and track remediation tasks.
    • Notify - Provides the capability to initiate notification from Customer’s instance of the subscription service to a supported third party platform for SMS, voice and other communications protocols.
    • Orchestration Activity Packs - Custom - Provides the capability to create discrete custom tasks or activities for use with Orchestration Core. Requires Orchestration Core.
    • Orchestration Core - Enables orchestration of activities outside Customer’s instance of the subscription service.
    • Orchestration Event Management Application - Collects, processes, and transforms events from third-party sources into actionable alerts. Requires Orchestration Core.
    • Orchestration Password Reset Application - Provides the capability to reset User’s passwords that are stored and pre-authenticated in a credential store outside Customer’s instance of the subscription service such as Active Directory and other supported credential stores.
    • Performance Analytics - Provides advanced analytics and time series analysis for key performance indicators (KPIs).
    • Problem Management - Facilitates the process of identifying the root causes of errors in the IT infrastructure by providing capabilities to record, escalate, and manage problems through to resolution.
    • Project Portfolio Management - Provides capabilities to plan, organize, and manage IT projects and project portfolios including associated tasks and resources.
    • Public Catalog - Provides service catalog use in which requests are fulfilled using Request Management or a Custom Application where the persons performing the Requester user type are not Customer’s employees or contractors.
    • Release Management - Facilitates the planning, design,build, configuration, testing,and release of hardware and software into the IT infrastructure.
    • Request Management - Provides capabilities to approve and fulfill requests for IT goods and services defined and presented in the service catalog.
    • Resource Management - Provides a view of IT projects and the availability, allocation, and capacity of assigned IT resources.
    • ServiceWatch - Provides the capability to discover and map business services, creating and maintaining a service-centric CMDB. In addition, ServiceWatch monitors the nodes and relationships between the nodes that make up each service, enabling a view of the performance and availability of each business service.
    • Software Development Lifecycle (SDLC) - Provides capabilities to manage the software development process in IT projects including enhancement requests, defect prioritization, definition of release content,and tasks.
    • Vendor Performance Management - Enables the ability to manage, evaluate, and compare IT vendors based on predefined criteria.

  • Service Automation Platform
    • Configuration management (CMDB) - Provides capabilities to identify, record,and report on IT configuration items and their relationships.
    • Business service maps - Graphically displays the configuration items related to a business service,and indicates the status of those configuration items
    • Chat - Provides real-time communication capability via instant messaging between Users.
    • Coaching loops - Provides the capability to monitor and provide feedback on a specific behavior of an individual or group.
    • Content management system - Provides the ability to create custom interfaces.
    • Custom application templates - Includes tables, modules and other building blocks to assist Customer in creating Custom Applications.
    • Form designer - Allows creation of forms and tables with visual controls.
    • Graphical workflow - Provides the capability to automate multi-step processes within Customer’s instance of the subscription service. Each workflow can manage a sequence of activities, such as creating records or running scripts, and the condition-based transitions between them.
    • Knowledge management - Provides role-based tools to create,store, and publish information. Provides mechanisms for version control and approvals of documents in the review process.
    • Live feed - Provides a place to post and share content.
    • Mobile - Provides a customizable ServiceNow interface for mobile devices.
    • On-call scheduling - Enables creation of on-call schedules and escalation rosters.
    • Reporting - Provides the capability to create and share reports and dashboards.
    • REST API - Provides the ability to integrate external systems through REST APIs using standard respond codes, header information, pagination support, and streaming data on requests.
    • Service catalog - Displays a listing of the goods and services that Customer provides within the enterprise to its employees and contractors.
    • Service creator - Provides capabilities for building lightweight, custom request-fulfill applications.
    • Service level management - Establishes and monitors status of service contracts and service level agreements between the organization and its customers orthird party service providers.
    • Skills management - Assigns configured competencies to groups or users
    • Survey management - Allows for polling and collection of data including configuration for specific events and/or conditions
    • Team development - Allows developers to work in parallel on the same feature or release by providing the capabilities to share code and resolve collisions between ServiceNow development instances
    • Time cards - Records time worked on tasks either manually or automatically.
    • Visual task boards - Enables a Kanban-style workspace for either individual or team-based management of tasks
    • Visualizations - Displays interactive 2-D and 3-D visual representations for any logical data relationships within an instance.