Service Level Management Overview

Service-level-management in ServiceNow® SLM documents and tracks service commitments between IT, providers, and customers. Comprehensive tracking ensures accountability and transparency.

Use Cases

Customers recommend Workflow Management, Social Media Analytics, Measuring Customer Satisfaction, as the business use cases that they have been most satisfied with while using Service Level Management.

Other use cases:

  • Knowledge Management
  • Collaboration
  • Contract Management
  • Training & Onboarding
  • Event Management
  • Customise Loyalty Program
  • Order Management
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Business Priorities

Manage Risk and Enhance Customer Relationships are the most popular business priorities that customers and associates have achieved using Service Level Management.

Other priorities:

  • Improve Visibility
See all business priorities See less business priorities

Service Level Management Use-Cases and Business Priorities: Customer Satisfaction Data

Peer review evidence (same sources as the product rating summary)

"...Simplify how work gets done, deliver intuitive experiences, and build digital workflow apps with a single cloud platform. ..." Service Level Management (SLM)
"...Reporting and Analytics Get real time transparency into operations with configurable, role based dashboards ...." Service Level Management (SLM)
"...Workflow Automation Deliver service consistently to reduce SLA breaches and improve customer satisfaction...." Service Level Management (SLM)

Service Level Management Customer wins, Customer success stories, Case studies

How can Service Level Management optimize your Workflow Management Workflow?

What benefits does Service Level Management offer for Measuring Customer Satisfaction?

How does Service Level Management address your Knowledge Management Challenges?

How does Service Level Management address your Collaboration Challenges?

11 buyers and buying teams have used Cuspera to assess how well Service Level Management solved their business needs. Cuspera uses 191 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific business needs.

 

Experian - Data And Technology - Very Large

Experian accelerates AI-first experiences with ServiceNow AI Platform

Dublin, Ireland

Experian is expanding its use of the ServiceNow AI Platform to enhance enterprise-wide AI transformation. This deployment aims to automate intelligence at scale, improve operational efficiency, and d...eliver AI-first experiences. The partnership includes integrating Experian's Ascend Platform with ServiceNow to enhance decision-making and operational intelligence.

Read on →
 

California Housing Finance Agency (CalHFA) - Government - Medium

ServiceNow accelerates AI-powered government reinvention across nearly all 50 U.S. states with new customer wins

Sacramento, USA

ServiceNow's AI Platform is being adopted by state and local agencies across the U.S., including California, Hawaii, North Carolina, and Washington, D.C., to modernize operations and improve citizen ...services. The California Housing Finance Agency uses ServiceNow's AI for call management, while Hawaii, Raleigh, and D.C. leverage it for digital transformation and service efficiency.

Read on →
 

[NOW] ServiceNow accelerates AI-powered government reinvention across ...

ServiceNow's AI Platform is being adopted by nearly all 50 U.S. states to enhance government services. Key wins include California, Hawaii, North Carolina, and Washington, D.C., where the platform is... used to modernize operations, improve citizen experiences, and reduce costs. This expansion demonstrates ServiceNow's role in transforming public sector missions with AI-driven solutions.

Read on →
 

Tennessee Department of Human Services (DHS) - Government Administration - Large

Nashville, USA

Tennessee Department of Human Services uses ServiceNow CSM on the ServiceNow AI Platform. The agency aimed to improve customer service management. ServiceNow helped automate workflows and boost agent... productivity. The solution accelerated case resolution for the department. The platform enabled better self-service for citizens. Tennessee DHS enhanced service delivery with AI-driven tools.

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Aston Martin Aramco - Automotive - Medium

Gaydon, UK

Aston Martin Aramco uses ServiceNow to improve efficiency and productivity. The partnership helps the team both on and off the race track. ServiceNow streamlines workflows and supports business opera...tions. The solution enables faster decision-making and better results. The focus is on boosting performance in a competitive environment.

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Standard Chartered Bank - Banking - Large

Singapore, Singapore

Standard Chartered Bank used ServiceNow to improve HR service delivery. The bank automated workflows for its 45,000 employees. This change unlocked 100,000 hours of productivity. Employees now get fa...ster answers and support. ServiceNow helped Standard Chartered Bank boost employee experience and efficiency.

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lightning

Peers used Service Level Management for workflow management and social media analytics

Service Level Management Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

3.31/5 ★

Read Reviews (3)
Custom Reports

4.02/5 ★

Read Reviews (22)
Analytics

3.99/5 ★

Read Reviews (19)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

3.31/5 ★

Read Reviews (3)
Custom Reports

4.02/5 ★

Read Reviews (22)
Analytics

3.99/5 ★

Read Reviews (19)

Software Failure Risk Guidance

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for Service Level Management

Top Failure Risks for Service Level Management

ServiceNow, Inc News

Partnership

ServiceNow (NOW) Expands Multiyear AI Partnership For Enterprise Deployments

ServiceNow and Tech Mahindra have expanded their partnership to accelerate AI adoption in enterprise environments. Tech Mahindra will establish an AI & Innovation Center of Excellence focused on ServiceNow's platform, aiming to transition AI projects from pilot to production. This collaboration targets improved AI platform governance and cost efficiency, with Mahindra Group serving as a testing ground across various industries.

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Product

Tribal Partners with ServiceNow to Empower Enterprise Teams to Build and Deploy Apps & Agents

Tribal has partnered with ServiceNow to launch Tribal for ServiceNow, enabling enterprise teams to build and deploy AI applications within ServiceNow's platform. This integration leverages Tribal's Metadata Fabric to enhance workflows, maintain governance, and modernize legacy environments. The partnership aims to empower non-developers to create AI solutions while preserving enterprise context and security.

Read more →
Product

ServiceNow (NOW) Unveils Autonomous Security to Accelerate Growth

ServiceNow unveiled six new Autonomous Security solutions under the Shift Zero initiative, targeting threat detection and management across enterprise systems. This rollout integrates technologies from Armis and Veza, enhancing visibility and permission mapping. The solutions aim to consolidate security tools into a unified system, although some components will be available by December 2026.

Read more →
Product

Dyna Software Brings Leading Platform Governance and Compliance Solution for ServiceNow to Healthcare IT Environments

Dyna Software has introduced its GuardRails platform, a governance and compliance solution for ServiceNow, tailored for healthcare IT environments. The platform enhances ServiceNow's capabilities in regulated industries by providing tools for governance, compliance, and AI-enhanced development, ensuring secure and compliant operations in healthcare settings.

Read more →

ServiceNow, Inc Profile

Company Name

ServiceNow, Inc

Company Website

//servicenow.com

HQ Location

2225 Lawson Lane, Santa Clara, CA 95054, US

Employees

5001-10000

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Financials

IPO