ServiceNow
Customer SupportAn IT service management platform for incidents, changes, and employee service requests.
Open RFPs0
Spend under review$0
Average spend$0
Bids received0
Median discount0%
Most requested features
What buyers replacing ServiceNow actually ask for, ranked by how often each feature appears across 0 RFPs.
Must-haves
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Nice-to-haves
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Feature taxonomy
Administration & Security
- SSO with SAMLAuthenticates users through an external identity provider.Required by 0 RFPs
- Role-based permissionsRestricts table and record access by assigned role.Required by 0 RFPs
- Audit logsRecords changes to records and system configuration.Required by 0 RFPs
- API accessExposes tables and records through a REST API.Required by 0 RFPs
- Custom tables and fieldsDefines new tables and fields beyond the standard data model.Required by 0 RFPs
- Sandbox instanceProvides an isolated instance for testing configuration changes.Required by 0 RFPs
- Mobile appManages incidents and requests from an iOS or Android app.Required by 0 RFPs
Change Management
- Change request workflowMoves a proposed system change through defined review stages.Required by 0 RFPs
- Change approval boardRoutes a change request to a named group for approval.Required by 0 RFPs
- Change calendarDisplays scheduled changes to flag conflicting maintenance windows.Required by 0 RFPs
CMDB & Asset Management
- Configuration management databaseStores IT assets and the dependencies between them.Required by 0 RFPs
- Asset lifecycle trackingTracks a hardware or software asset from purchase to retirement.Required by 0 RFPs
- Discovery scanningScans the network to detect and register connected devices.Required by 0 RFPs
Incident Management
- Incident trackingLogs and tracks an IT incident from report to resolution.Required by 0 RFPs
- Major incident managementCoordinates response and status updates for a high-severity incident.Required by 0 RFPs
- Incident SLA managementTracks an incident against its response and resolution time targets.Required by 0 RFPs
- Incident assignment rulesRoutes a new incident to a group automatically based on its category.Required by 0 RFPs
Knowledge & Self-Service
- Knowledge basePublishes searchable articles for employee self-service.Required by 0 RFPs
- Virtual agent chatbotAnswers common requests through a conversational chat interface.Required by 0 RFPs
- Employee self-service portalGives employees a single portal to submit and track requests.Required by 0 RFPs
Problem Management
- Problem trackingTracks the underlying cause behind one or more related incidents.Required by 0 RFPs
- Root cause analysisRecords the investigation steps that identify a problem's cause.Required by 0 RFPs
- Known error databaseStores documented workarounds for problems that remain open.Required by 0 RFPs
- Problem postmortem reportsSummarizes cause, impact, and remediation after a problem closes.Required by 0 RFPs
Reporting & Analytics
- Custom report builderBuilds a report against any table in the platform.Required by 0 RFPs
- Performance analytics dashboardsTracks KPI trends such as incident volume on a dashboard.Required by 0 RFPs
Service Catalog
- Service catalog builderDefines a requestable service item with its own intake form.Required by 0 RFPs
- Request fulfillmentTracks a submitted catalog request through fulfillment tasks.Required by 0 RFPs
- Catalog item workflowsAttaches an approval and fulfillment workflow to a catalog item.Required by 0 RFPs
Workflow Automation
- Flow designerBuilds a multi-step automated process with a visual editor.Required by 0 RFPs
- Orchestration workflowsTriggers actions in external systems as part of a workflow.Required by 0 RFPs