Transformando o cenário de TI.

ServiceNow® offers a portfolio of robust cloud-based applications (Enterprise and Express Editions) that automate and manage enterprise services. The applications have the advantage of being built on a single service automation platform with one user interface, one code base, and one data model, delivering easy, automated upgrades. ServiceNow ISO 27001 certified cloud platform with 99.8% availability is offered globally to customers via high availability mirrored data centers. The ServiceNow® applications are broadly classified into five product suites: IT Service Automation, Project Portfolio, IT Business Management, ESM Single Apps and Development Suite.

The platform system is inclusive of the below components:

• IT Service Automation
  

  Incident Management: Enables Customer to restore normal IT operations by providing capabilities to record, classify, distribute, and manage incidents through to resolution. Includes Performance Analytics limited to 15 KPIs, 1 dashboard and 90 days of data captured by Incident Management.

  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.

  Release Management: Facilitates the planning, design, build, configuration, testing, and release of hardware and software into the IT infrastructure.

  Asset Management: Provides capabilities to track and manage the physical, contractual, and financial aspects of IT assets.

  Request Management: Provides capabilities to approve and fulfill requests for IT goods and services defined and presented in the service catalog.

  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.

  Configuration Management (CMDB): Provides capabilities to identify, record, and report on IT configuration items and their relationships.

• Project Portfolio

  Project Portfolio: Provides capabilities to plan, organize, and manage IT projects and project portfolios including associated tasks and resources.

  Resource: Provides a view of IT projects and the availability, allocation, and capacity of assigned IT resources.

  Demand: Consolidates IT requests through a service catalog and routes them in a workflow to stakeholders who gather additional information to prioritize investment decisions.

  SDLC: Provides capabilities to manage the software development process in IT projects including enhancement requests, defect prioritization, definition of release content, and tasks.

• IT Business Management

  IT GRC: Provides capabilities to document IT policies and procedures, define and assess risks and controls, audit and test controls, and track remediation tasks.

  Vendor: Enables Customer to manage, evaluate and compare IT vendors based on predefined criteria.

• ESM Single Apps

  HR: 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.

  Facilities: 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 Services: Provides capabilities to create work order records for the repair and service of equipment. Requires IT Service Automation Suite.

• Development Suite

  App Creator: Allows Customer to build Custom Applications on top of the Service Automation Platform.