ServiceNow looks downstream with smaller scale IT tool

The IT cloud provider launched ServiceNow Express, a service management tool tailored specifically for organizations with less than 1,000 workers.


For much of its ten-year history, IT cloud provider ServiceNow focused on the enterprise, serving clients such as GE, Morgan Stanley and Coca Cola. But the company is now broadening its focus downstream, announcing the launch of Express, a tool tailored specifically for organizations with less than 1,000 workers.

ServiceNow Express is an IT service management tool designed to help IT teams field tickets and requests. It still runs on the company’s enterprise infrastructure, except it’s scaled down in a way that makes it manageable for a scantly staffed IT department.

"What you find at a smaller company is that everyone tends to pull together more and they want to get things fixed in real time, but they don’t typically have systems in place to do so," said ServiceNow chief strategy officer Dave Wright.

Express comes with enterprise features such as a self-service catalog and knowledge management to automate manual functions and provide self-help, as well as a configuration management database (CMDB) to build a single system of record for IT services and equipment, the company said.

There are also new visual task boards, asset tracking, and incident, problem and change automation. Express is also mobile, as the entire platform is able to run on any computing device.

"We have really taken our enterprise knowledge and looked at the common tasks people do and condensed that down into a system that is easy to deploy and requires minimal training," Wright said, adding that it plugs easily into existing systems too enable day-one rollout. 

Express is available in the US and Canada, with prices starting at $50 per user per month with a one-year contract.