Industry expertise
ServiceNow aligned to how your sector operates
We map the Now Platform to real operating constraints in energy, finance, public sector, retail, and more - so delivery is practical governance and measurable outcomes, not generic templates.
Industries we serve
Built for your operating reality
AvanteNow aligns ServiceNow to each industry’s workflows, risk profile, and service expectations - execution that fits how teams actually work.
Select an industry to scroll to its section
01 ENERGY AND UTILITIES
ServiceNow for Energy and Utilities
Energy and utilities companies are running critical infrastructure on operational models that were built for a different era. Field service is manual. Asset lifecycles are tracked across disconnected systems. Compliance obligations multiply every year. And a grid failure or a safety breach is not a KPI problem. It is a public safety event.
What we see
- INDUSTRY CHALLENGE: Ageing asset management systems, fragmented field service workflows, and regulatory complexity that grows faster than the IT teams managing it.
How we help
ServiceNow gives energy and utilities organisations a single platform connecting asset management, field operations, IT service delivery, and risk management. Every critical asset is tracked. Every compliance requirement is monitored. Every field technician has the right information before they leave the depot.
WHAT WE DELIVER
AI ADVANTAGE
- Predictive asset failure detection using ITOM AIOps: machine learning on sensor and operational data surfaces maintenance requirements before equipment fails.
- Self-healing workflows automatically raise work orders when threshold anomalies are detected.
- Predictive maintenance alerts triggered from live asset telemetry
- AI-powered regulatory compliance monitoring with automated exception flagging.
- Virtual agent for field technicians: safety documentation, work order updates, and procedure lookups from mobile.
- OutcomeFewer unplanned outages. Lower maintenance cost. Audit-ready compliance documentation at all times. Field teams with the right information before they leave the depot.
02 BANKING AND FINANCIAL SERVICES
ServiceNow for Banking and Financial Services
Banks and financial services firms operate under more regulatory scrutiny than almost any other sector. Every IT change carries compliance risk. Every security incident carries reputational risk. Every customer complaint carries regulatory risk. And behind all of it, IT teams are managing thousands of services on infrastructure that grew through decades of acquisition and legacy system accumulation.
What we see
- INDUSTRY CHALLENGE: Regulatory change programmes that run permanently, legacy system debt that never shrinks, and a risk and compliance function that cannot get accurate data from IT fast enough to respond.
How we help
ServiceNow connects IT, risk, compliance, and customer service into a single platform where every decision is made on accurate, real-time data. Regulatory change is tracked. Vulnerabilities are managed before they become incidents. Customer complaints are resolved before they become regulatory findings.
WHAT WE DELIVER
AI ADVANTAGE
- AI ADVANTAGE: AI-powered regulatory change impact assessment: when a new regulation is published, AI maps affected policies, processes, and systems automatically. Compliance gaps surface before the implementation deadline, not after.
- Predictive risk scoring: AI identifies which IT changes carry the highest compliance risk before approval
- Automated customer complaint categorisation and regulatory reporting
- Fraud and anomaly detection integrated into security incident workflows
- Now Assist for compliance teams: AI drafts policy updates, risk assessments, and audit responses
- OutcomeRegulatory programmes delivered on time. IT change risk quantified before every deployment. Customer complaints resolved at first contact. Audit preparation time cut significantly.
03 GOVERNMENT AND PUBLIC SECTOR
ServiceNow for Government and Public Sector
Government and public sector organisations carry a unique combination of pressures. Citizen expectations for digital services have risen sharply. Budget constraints have not. Legacy IT systems that were never designed to integrate now need to share data across departments. And every service failure is visible to the public and to parliament.
What we see
- INDUSTRY CHALLENGE: Digital transformation mandates with no additional budget, ageing IT estates that are expensive to maintain and impossible to replace all at once, and a workforce that spans multiple departments with completely different service needs.
How we help
ServiceNow gives government organisations a platform to modernise citizen services, unify departmental IT, and manage risk and compliance without replacing every legacy system at once. It integrates with existing infrastructure, automates the manual steps that slow everything down, and gives leadership real-time visibility into service performance.
WHAT WE DELIVER
AI ADVANTAGE
- AI ADVANTAGE: AI-powered citizen service management: virtual agents handle tier-one citizen queries across benefits, licensing, and general enquiries without staff involvement. Predictive demand modelling helps service teams anticipate volume spikes before they cause delays.
- Automated case routing across departments based on query type and urgency
- AI-generated service performance reporting for ministerial and parliamentary submissions
- Predictive IT infrastructure monitoring across legacy and modern estate
- Natural language processing for citizen feedback analysis and service improvement
- OutcomeCitizen services delivered faster at lower cost. Departmental IT consolidated without replacing legacy infrastructure. Security compliance maintained continuously rather than reviewed annually.
04 RETAIL AND CONSUMER GOODS
ServiceNow for Retail and Consumer Goods
Retail operates on thin margins and zero tolerance for downtime. A point-of-sale system failure during peak trading costs money immediately and visibly. A supply chain disruption shows up in empty shelves. A poor customer service experience ends a relationship that took years to build. And behind the customer-facing operation, thousands of store and logistics staff need IT support that arrives in minutes, not hours.
What we see
- INDUSTRY CHALLENGE: IT incidents that directly impact trading performance, store operations fragmented across dozens of systems, and a customer service function trying to maintain consistency across physical, digital, and mobile channels simultaneously.
How we help
ServiceNow connects retail IT, store operations, customer service, and supply chain management on a platform built for operational speed. When the POS system goes down in a flagship store, the incident is raised, routed, and resolved before the trading day is materially affected. When a customer complaint comes in, every channel sees the same history.
WHAT WE DELIVER
AI ADVANTAGE
- AI ADVANTAGE: AI-powered trading incident prioritisation: when an IT fault is raised during peak trading hours, AI automatically elevates priority and routes to the specialist team based on the commercial impact of the affected system. Resolution time during peak periods drops significantly.
- Predictive maintenance scheduling for in-store technology based on usage patterns and fault history
- Virtual agent for store staff: IT support, HR queries, and facilities requests handled without calling the helpdesk
- AI-driven demand forecasting for IT support volumes ahead of peak trading periods
- Automated customer sentiment analysis to identify service quality trends across channels
- OutcomeTrading-critical incidents resolved faster. Store staff get IT support without calling a helpdesk. Customer complaints resolved at first contact across every channel.
05 TELECOMMUNICATIONS
ServiceNow for Telecommunications
Telecoms companies run some of the most complex technology estates in any sector. Network infrastructure spans millions of physical components. Customer expectations for uptime are near-absolute. Regulatory obligations around data privacy, service quality, and market conduct are extensive. And inside the organisation, IT teams are managing the internal enterprise while also supporting the network infrastructure that the company sells to others.
What we see
- INDUSTRY CHALLENGE: Network operations running on siloed tools that do not talk to each other, customer complaints that escalate because the CSM platform cannot see network status, and an ITOM function managing an infrastructure too complex for manual tracking.
How we help
ServiceNow unifies network operations, enterprise IT, customer service, and compliance on one platform. When a network event occurs, the affected customer cases are identified automatically, proactive communications go out before the complaints come in, and the engineering team has full context in a single view.
WHAT WE DELIVER
AI ADVANTAGE
- AI ADVANTAGE: AI-powered network event correlation: when multiple alerts fire from the same geographic area or infrastructure segment, AIOps groups them into a single incident, identifies the probable root cause, and triggers the appropriate response workflow before a human analyst has opened the queue.
- Predictive network degradation alerts before customer impact occurs
- Automated customer identification for affected network segments with proactive outreach workflows
- AI-driven capacity planning for network infrastructure based on usage trend modelling
- Virtual agent for customer self-service: outage status, billing queries, and fault reporting without agent involvement
- OutcomeNetwork incidents resolved faster. Customer complaints prevented through proactive communication. NOC teams focused on engineering decisions rather than ticket management.
06 MANUFACTURING
ServiceNow for Manufacturing
Manufacturing operations have always been complex. What has changed is the data. Modern production environments generate more operational data than most manufacturers know what to do with. Equipment telemetry, supply chain signals, quality metrics, and workforce data exist in separate systems that were never designed to work together. The result is that decisions are made on stale information, maintenance is scheduled by calendar rather than condition, and IT incidents on the shop floor wait in the same queue as head office password resets.
What we see
- INDUSTRY CHALLENGE: Production downtime caused by IT and OT incidents that could have been predicted. Maintenance scheduled by calendar rather than asset condition. Supply chain disruptions that arrive as surprises rather than signals.
How we help
ServiceNow connects IT, OT, asset management, and field service on a unified platform that gives manufacturing operations real-time visibility and automated response workflows. Production-critical incidents get separate, prioritised handling. Asset maintenance is triggered by condition data rather than fixed schedules. Supply chain risks are visible before they become production stoppages.
WHAT WE DELIVER
AI ADVANTAGE
- AI ADVANTAGE: Condition-based maintenance using ITOM AIOps: equipment telemetry feeds into ServiceNow where machine learning identifies degradation patterns before failure occurs. Maintenance work orders are raised automatically at the right point in the asset's condition curve, not at a fixed date on the calendar.
- Predictive production downtime alerts from OT sensor data before failure occurs
- AI-powered supply chain risk signals integrated into SPM portfolio views
- Automated quality incident triage and root cause analysis workflow initiation
- Virtual agent for plant floor workers: maintenance requests, safety reporting, and shift HR queries from mobile
- OutcomeUnplanned production downtime reduced. Maintenance costs optimised through condition-based rather than calendar-based scheduling. Production-critical IT incidents resolved before the shift supervisor is aware of the fault.
07 HEALTHCARE AND LIFE SCIENCES
ServiceNow for Healthcare and Life Sciences
Healthcare IT failures are not inconvenient. They are dangerous. A clinical system outage affects patient care directly. A security breach exposes sensitive patient data and triggers mandatory regulatory reporting. A medical device procurement failure has consequences that extend well beyond the IT department. At the same time, healthcare organisations are under permanent pressure to deliver more with less, onboard clinical staff faster, and demonstrate compliance with regulatory requirements that change frequently.
What we see
- INDUSTRY CHALLENGE: Clinical IT systems that cannot go down, a regulatory compliance burden that spans patient data, clinical governance, and device management, and an HR function trying to onboard clinical staff quickly in environments where every process carries patient safety implications.
How we help
ServiceNow gives healthcare and life sciences organisations a platform where clinical IT, risk management, regulatory compliance, and workforce services are connected. System availability is monitored continuously. Patient data protection compliance is tracked in real time. Clinical staff are onboarded with the right access, in the right sequence, every time.
WHAT WE DELIVER
AI ADVANTAGE
- AI ADVANTAGE: AI-powered clinical system monitoring: ITOM AIOps detects performance degradation in clinical systems before they affect patient care. When a critical system approaches threshold, the incident is raised, escalated, and routed to the right team without waiting for a clinician to report an issue.
- Predictive clinical system availability monitoring with AI-driven anomaly detection
- Automated HIPAA and GDPR compliance monitoring with real-time exception alerting
- AI-assisted clinical staff credential verification and onboarding orchestration
- Now Assist for compliance: AI drafts regulatory submissions, audit responses, and incident reports
- Virtual agent for clinical staff: IT support, HR queries, and facilities requests without leaving the clinical environment
- OutcomeClinical system availability protected. Regulatory compliance maintained continuously rather than at audit time. Clinical staff onboarded faster with fewer manual steps and fewer access errors.
08 AUTOMOTIVE
ServiceNow for Automotive
The automotive sector is simultaneously running a legacy manufacturing business and a technology transformation programme. Connected vehicles generate vast amounts of operational data. EV platforms require new supply chains and new service models. Manufacturing plants are automating. And behind all of it, IT teams are managing the enterprise while also supporting the digital product development that will determine the company's competitive position in ten years.
What we see
- INDUSTRY CHALLENGE: IT operations that cannot keep pace with digital product development velocity, supply chain visibility gaps that surface as production stoppages, and a compliance function managing product safety, environmental, and data regulations across multiple markets simultaneously.
How we help
ServiceNow connects automotive IT, manufacturing operations, supplier management, and regulatory compliance on a platform designed for the pace and complexity of the sector. Product development teams get the IT services they need without delays. Supply chain risks are visible before they become production issues. Regulatory compliance is monitored across every market the organisation operates in.
WHAT WE DELIVER
AI ADVANTAGE
- AI ADVANTAGE: AI-powered supply chain risk management: supplier data feeds into ServiceNow where machine learning identifies delivery risk signals weeks before they become production shortages. Programme managers see the risk before the production schedule is affected.
- Predictive production system monitoring for connected factory environments
- AI-driven compliance tracking for UNECE cybersecurity regulations and product safety frameworks
- Automated dealer service request routing and warranty claims processing
- Virtual agent for engineering teams: software licence requests, IT support, and infrastructure provisioning
- OutcomeProduct development teams unblocked from IT delays. Supply chain risks surfaced before they affect production. Compliance programmes managed across multiple markets from a single platform.
09 TECHNOLOGY AND SOFTWARE
ServiceNow for Technology and Software
Technology companies have a particular challenge with ServiceNow. They know what good looks like. Their teams are opinionated. Their developers have strong views on what tooling should and should not do. And the irony is that technology companies often have the most fragmented internal operations, because every team adopted the tool they preferred and no one ever unified them.
What we see
- INDUSTRY CHALLENGE: Internal IT operations that cannot keep pace with engineering hiring and product release velocity, customer support running across tooling that does not integrate with product data, and a risk and compliance function trying to manage SOC 2, ISO 27001, and GDPR without a unified control framework.
How we help
ServiceNow gives technology companies a platform that works at engineering speed. Internal IT keeps pace with headcount growth. Customer support integrates with product data. The security and compliance team has a live, auditable control framework rather than a spreadsheet and a deadline.
WHAT WE DELIVER
AI ADVANTAGE
- AI ADVANTAGE: AI-powered SaaS licence optimisation: as technology companies grow, SaaS spend typically grows faster than headcount because nobody turns licences off. ServiceNow ITAM with AI continuously monitors licence utilisation, flags unused seats, and generates consolidation recommendations before the renewal arrives.
- Predictive security vulnerability management aligned to your product release cycle
- AI-assisted SOC 2 evidence collection and audit preparation
- Virtual agent for engineers: IT access requests, licence provisioning, and infrastructure queries resolved without ticketing
- Now Assist for customer support: AI summarises product issues, suggests resolution steps, and routes escalations to the right engineering team
- OutcomeEngineering teams onboarded in hours rather than days. SaaS spend brought under control. Customer support integrated with product data so every interaction has context.
10 FOOD AND BEVERAGE
ServiceNow for Food and Beverage
Food and beverage businesses operate at the intersection of manufacturing, retail, and highly regulated supply chains. A production line failure is a commercial loss and potentially a food safety event. A supplier quality failure triggers recall protocols that touch regulatory bodies, retail partners, and end consumers simultaneously. And through all of this, IT teams are managing enterprise operations while also supporting food safety management systems that cannot be allowed to fail.
What we see
- INDUSTRY CHALLENGE: Food safety compliance that depends on IT systems working correctly, supply chain visibility gaps that only become visible when a recall is already in progress, and production operations where IT downtime has direct food safety and financial consequences.
How we help
ServiceNow gives food and beverage organisations a platform where production IT, supply chain management, regulatory compliance, and food safety workflows run on connected, auditable data. A supplier quality alert triggers an investigation workflow automatically. A production IT incident is escalated before it becomes a food safety event. Compliance documentation is current at all times, not assembled at audit time.
WHAT WE DELIVER
AI ADVANTAGE
- AI ADVANTAGE: AI-powered supplier quality risk monitoring: supplier data and incoming inspection results feed into ServiceNow where machine learning identifies quality drift patterns before they reach the production line. When a supplier's quality score trends below threshold, an investigation workflow is triggered automatically rather than waiting for a failed batch.
- Predictive production equipment maintenance alerts from ITOM telemetry integration
- Automated recall workflow initiation with traceability from consumer complaint to production batch to supplier
- AI-assisted regulatory submission preparation for FSMA, HACCP, and retailer audits
- Virtual agent for production floor staff: maintenance requests, safety reporting, and HR queries from mobile
- OutcomeFood safety events detected and contained faster. Supplier quality risks surfaced before they reach the production line. Recall workflows that take days compressed into hours.
11 EDUCATION AND E-LEARNING
ServiceNow for Education and E-Learning
Educational institutions and e-learning platforms share a challenge that few other sectors face: the user base changes completely every year. New students enrol, existing ones graduate, staff join and leave, and the IT estate needs to support every one of them from day one. For physical institutions, this means managing thousands of devices, multiple campuses, and a staff population with very different IT needs. For e-learning platforms, it means customer support at scale with a user base that has no tolerance for technical friction.
What we see
- INDUSTRY CHALLENGE: Student and staff IT onboarding that has to work perfectly at the start of every academic cycle, a research data security and compliance function that is under-resourced relative to its obligations, and customer support for e-learning platforms that scales with enrolment numbers whether or not the team does.
How we help
ServiceNow gives educational institutions and e-learning businesses a platform where student services, IT operations, research compliance, and staff services run on a single connected system. Enrolment triggers IT provisioning automatically. Research data protection obligations are monitored continuously. Student queries are handled by a virtual agent before they reach the IT helpdesk.
WHAT WE DELIVER
AI ADVANTAGE
- AI ADVANTAGE: AI-powered enrolment cycle IT provisioning: when a student enrols or a staff member joins, ServiceNow triggers automated provisioning workflows across every system they need access to. AI validates completeness before the individual's start date, flagging gaps that would otherwise result in a student arriving on day one without access to their learning platform.
- Predictive learner support demand modelling ahead of enrolment peaks and assessment periods
- Virtual agent for students and learners: timetable queries, IT support, and administrative requests at any hour
- Automated research data classification and compliance monitoring
- AI-assisted accessibility compliance tracking across digital learning platforms
- OutcomeEvery student and staff member arrives on day one with everything they need. IT support volumes managed without scaling the team proportionally to enrolment growth. Research compliance maintained continuously.
