{
  "slug": "servicenow",
  "name": "ServiceNow",
  "category": "Customer Support",
  "website": "https://www.servicenow.com",
  "description": "An IT service management platform for incidents, changes, and employee service requests.",
  "openRfpCount": 0,
  "url": "https://saasrfp.com/vendors/servicenow",
  "features": [
    {
      "slug": "sso-with-saml",
      "name": "SSO with SAML",
      "description": "Authenticates users through an external identity provider.",
      "group": "Administration & Security"
    },
    {
      "slug": "role-based-permissions",
      "name": "Role-based permissions",
      "description": "Restricts table and record access by assigned role.",
      "group": "Administration & Security"
    },
    {
      "slug": "audit-logs",
      "name": "Audit logs",
      "description": "Records changes to records and system configuration.",
      "group": "Administration & Security"
    },
    {
      "slug": "api-access",
      "name": "API access",
      "description": "Exposes tables and records through a REST API.",
      "group": "Administration & Security"
    },
    {
      "slug": "custom-tables-and-fields",
      "name": "Custom tables and fields",
      "description": "Defines new tables and fields beyond the standard data model.",
      "group": "Administration & Security"
    },
    {
      "slug": "sandbox-instance",
      "name": "Sandbox instance",
      "description": "Provides an isolated instance for testing configuration changes.",
      "group": "Administration & Security"
    },
    {
      "slug": "mobile-app",
      "name": "Mobile app",
      "description": "Manages incidents and requests from an iOS or Android app.",
      "group": "Administration & Security"
    },
    {
      "slug": "change-request-workflow",
      "name": "Change request workflow",
      "description": "Moves a proposed system change through defined review stages.",
      "group": "Change Management"
    },
    {
      "slug": "change-approval-board",
      "name": "Change approval board",
      "description": "Routes a change request to a named group for approval.",
      "group": "Change Management"
    },
    {
      "slug": "change-calendar",
      "name": "Change calendar",
      "description": "Displays scheduled changes to flag conflicting maintenance windows.",
      "group": "Change Management"
    },
    {
      "slug": "configuration-management-database",
      "name": "Configuration management database",
      "description": "Stores IT assets and the dependencies between them.",
      "group": "CMDB & Asset Management"
    },
    {
      "slug": "asset-lifecycle-tracking",
      "name": "Asset lifecycle tracking",
      "description": "Tracks a hardware or software asset from purchase to retirement.",
      "group": "CMDB & Asset Management"
    },
    {
      "slug": "discovery-scanning",
      "name": "Discovery scanning",
      "description": "Scans the network to detect and register connected devices.",
      "group": "CMDB & Asset Management"
    },
    {
      "slug": "incident-tracking",
      "name": "Incident tracking",
      "description": "Logs and tracks an IT incident from report to resolution.",
      "group": "Incident Management"
    },
    {
      "slug": "major-incident-management",
      "name": "Major incident management",
      "description": "Coordinates response and status updates for a high-severity incident.",
      "group": "Incident Management"
    },
    {
      "slug": "incident-sla-management",
      "name": "Incident SLA management",
      "description": "Tracks an incident against its response and resolution time targets.",
      "group": "Incident Management"
    },
    {
      "slug": "incident-assignment-rules",
      "name": "Incident assignment rules",
      "description": "Routes a new incident to a group automatically based on its category.",
      "group": "Incident Management"
    },
    {
      "slug": "knowledge-base",
      "name": "Knowledge base",
      "description": "Publishes searchable articles for employee self-service.",
      "group": "Knowledge & Self-Service"
    },
    {
      "slug": "virtual-agent-chatbot",
      "name": "Virtual agent chatbot",
      "description": "Answers common requests through a conversational chat interface.",
      "group": "Knowledge & Self-Service"
    },
    {
      "slug": "employee-self-service-portal",
      "name": "Employee self-service portal",
      "description": "Gives employees a single portal to submit and track requests.",
      "group": "Knowledge & Self-Service"
    },
    {
      "slug": "problem-tracking",
      "name": "Problem tracking",
      "description": "Tracks the underlying cause behind one or more related incidents.",
      "group": "Problem Management"
    },
    {
      "slug": "root-cause-analysis",
      "name": "Root cause analysis",
      "description": "Records the investigation steps that identify a problem's cause.",
      "group": "Problem Management"
    },
    {
      "slug": "known-error-database",
      "name": "Known error database",
      "description": "Stores documented workarounds for problems that remain open.",
      "group": "Problem Management"
    },
    {
      "slug": "problem-postmortem-reports",
      "name": "Problem postmortem reports",
      "description": "Summarizes cause, impact, and remediation after a problem closes.",
      "group": "Problem Management"
    },
    {
      "slug": "custom-report-builder",
      "name": "Custom report builder",
      "description": "Builds a report against any table in the platform.",
      "group": "Reporting & Analytics"
    },
    {
      "slug": "performance-analytics-dashboards",
      "name": "Performance analytics dashboards",
      "description": "Tracks KPI trends such as incident volume on a dashboard.",
      "group": "Reporting & Analytics"
    },
    {
      "slug": "service-catalog-builder",
      "name": "Service catalog builder",
      "description": "Defines a requestable service item with its own intake form.",
      "group": "Service Catalog"
    },
    {
      "slug": "request-fulfillment",
      "name": "Request fulfillment",
      "description": "Tracks a submitted catalog request through fulfillment tasks.",
      "group": "Service Catalog"
    },
    {
      "slug": "catalog-item-workflows",
      "name": "Catalog item workflows",
      "description": "Attaches an approval and fulfillment workflow to a catalog item.",
      "group": "Service Catalog"
    },
    {
      "slug": "flow-designer",
      "name": "Flow designer",
      "description": "Builds a multi-step automated process with a visual editor.",
      "group": "Workflow Automation"
    },
    {
      "slug": "orchestration-workflows",
      "name": "Orchestration workflows",
      "description": "Triggers actions in external systems as part of a workflow.",
      "group": "Workflow Automation"
    }
  ],
  "openRfps": []
}