ITSM - Insights & Use Cases

We are not currently running active research proposals in IT Service Management, but we welcome contributions and insights from practitioners and clients who have worked with ServiceNow. Share your experiences, whether successes, lessons learned or challenges faced, to help shape future research in ITSM.

If you are a ServiceNow client aiming to get more from IT Service Management, this page will provide research-based use cases, lessons learned and practical fixes. Learn from real implementations of Incident, Change, Problem and Knowledge Management to avoid common mistakes and ensure your ITSM delivers measurable value. Future research proposals will explore ITSM challenges and opportunities, and your input will help strengthen these insights.

Insights That Help You Deliver

Independent insights, real-world case studies, and lessons from ServiceNow implementations. Practical, research-backed content to help you build readiness, align stakeholders, and drive adoption.

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