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
See all use cases See less use cases

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
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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 efficiently Does Service Level Management manage your Workflow Management?

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

How does Service Level Management facilitate Knowledge Management?

How does Service Level Management facilitate Collaboration?

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.

 

ServiceNow's Contract Engine Keeps Humming While the Tape Wobbles

ServiceNow has surpassed $1 billion in annualized contract value in its AI segment, with a target of $1.5 billion for 2026. The company continues to embed AI across its product lineup, driving effici...ency gains and securing long-term contracts. ServiceNow's subscription revenue rose 24.5% year-over-year in Q2 2026, with significant growth in large customer deals.

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Robinhood - Financial Services - Large

ServiceNow Maps AI Control Tower Strategy as Agents, Security Drive Growth

Menlo Park, USA

ServiceNow outlined its AI Control Tower strategy at the Goldman Sachs Communacopia Conference, emphasizing integration of AI agents, data, and security controls on a common platform. The company hig...hlighted its ITSM as a core business and shared customer success stories, including Robinhood using ServiceNow ITSM to manage 70% of cases autonomously. ServiceNow's AI business has grown ninefold in nine months, with significant contributions from acquisitions like Moveworks, Veza, and Armis.

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Robinhood - Financial Services - Large

ServiceNow Maps AI Control Tower Strategy as Agents, Security Drive Growth

Menlo Park, USA

ServiceNow outlined its AI Control Tower strategy at the Goldman Sachs Communacopia Conference, emphasizing integration of AI agents, data, and security controls on a common platform. The company hig...hlighted its IT service management (ITSM) as a core offering, with customers like Robinhood and Starbucks adopting ServiceNow solutions to automate workflows and enhance customer service. ServiceNow's AI business has grown significantly, contributing to cost savings and revenue growth.

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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

Product

ServiceNow (NOW) Debuts AI Control Tower For Enterprise AI Governance

ServiceNow launched AI Control Tower, Context Engine, and Shift Zero to enhance AI governance and workflow security. These tools integrate with existing systems to manage AI agents with identity, context, and cybersecurity controls, targeting secure automation and compliance in enterprise operations.

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Product

ServiceNow bets on AI agents to reshape enterprise workflows

ServiceNow is focusing on AI agents to enhance enterprise workflows, aiming to integrate AI into various functions for a seamless employee experience. The company has launched its AI Control Tower to oversee AI activities, emphasizing self-service and agentic models to drive business transformation and cost savings. Governance and control are key to building trust in AI-driven environments.

Read more →
Partnership

Proviniti Achieves ServiceNow Elite Partner Status

Proviniti has achieved ServiceNow Elite Partner Status, enhancing its capabilities in delivering ServiceNow solutions. This recognition highlights Proviniti's expertise in risk management, security operations, and enterprise workflow optimization. Proviniti focuses on accelerating client progress by aligning expertise with client needs, ensuring that ServiceNow implementations deliver the intended business value.

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Partnership

Proviniti Achieves ServiceNow Elite Partner Status

Proviniti has achieved ServiceNow Elite Partner Status, enhancing its capabilities in delivering risk management, security operations, and operational resilience solutions using ServiceNow's platform. This status highlights Proviniti's expertise in implementing and optimizing ServiceNow solutions to address complex enterprise challenges, emphasizing the importance of skilled personnel in achieving business outcomes.

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ServiceNow, Inc Profile

Company Name

ServiceNow, Inc

Company Website

//servicenow.com

HQ Location

2225 Lawson Lane, Santa Clara, CA 95054, US

Employees

5001-10000

Social

Facebook Linkedin Twitter

Financials

IPO