ServiceNow named a Leader in the IDC MarketScape report for Cloud-Enabled Facility Management Applications

Rhea-AI Summary

ServiceNow (NYSE: NOW) has been recognized as a Leader in the IDC MarketScape: Worldwide Cloud-Enabled Facility Management Applications 2024-2025 Vendor Assessment. The recognition highlights ServiceNow's Workplace Service Delivery (WSD) and Enterprise Asset Management (EAM) solutions, which provide comprehensive facility management capabilities on a unified platform.

The report emphasizes ServiceNow's strong AI foundation, dating back to its Virtual Agent introduction in 2017. The company's facilities management solutions offer:

• 24/7 AI assistant and real-time technician management
• Streamlined operations for cost reduction
• Comprehensive asset lifecycle management
• Intelligent building integrations and automation
• Enhanced workplace experiences through self-service features

Positive

• Recognition as Leader in IDC MarketScape's 2024-2025 facility management assessment
• Strong AI capabilities and integration dating back to 2017
• Comprehensive solution offering potential for facilities management cost reduction
• Platform enables automated lifecycle management and preventive maintenance

Negative

• None.

SANTA CLARA, Calif.--(BUSINESS WIRE)-- ServiceNow (NYSE: NOW), the AI platform for business transformation, today announced it has been named a Leader in the IDC MarketScape: Worldwide Cloud-Enabled Facility Management Applications 2024-2025 Vendor Assessment¹. ServiceNow attributes this recognition to its innovations across its Workplace Service Delivery (WSD) and Enterprise Asset Management (EAM) solution, which offer a comprehensive set of solutions to streamline operations, reduce costs, and enhance workplace experiences on a single platform.

ServiceNow believes the report underscores ServiceNow’s strong foundation in AI, emphasizing its long-standing commitment to innovation in this space. The report states, “ServiceNow has a history of prioritizing and investing in AI and GenAI going back to its introduction of Virtual Agent in 2017.” It further asserts, “ServiceNow is as well positioned as any company to integrate GenAI capability into facility management solutions.”

“As facility management teams adapt to rapidly evolving technologies, the push toward preventive maintenance, outsourcing strategy, and having the right technology is no longer optional, it’s essential,” said Scott Fuller, vice president and general manager of Workplace Service Delivery at ServiceNow. “ServiceNow is meeting customers where they are with AI-powered facility management solutions that are seamless, intuitive, and developed for the modern building.”

By harnessing the power of the ServiceNow Platform, organizations can enhance facility operations with intelligent building integrations and automation. ServiceNow streamlines the entire facilities management process, optimizing the complete asset lifecycle across devices and equipment. Additionally, by expanding to real estate and facilities, ServiceNow helps create a more connected and productive experience for employees with easy-to-use self-service features.

ServiceNow’s AI-powered facilities management solutions provide a single place for corrective maintenance requests, advanced work order management, intelligent maintenance management, and comprehensive asset and inventory management.

Organizations using ServiceNow can achieve groundbreaking results including:

• Faster resolutions with an intuitive mobile experience, including a 24/7 AI assistant and real-time technician management.
• Reduced facilities management costs by efficiently managing assets and maintenance on a single platform.
• Enhanced occupant experience by streamlining facilities management processes, reducing resolution time for improved satisfaction and productivity.
• Optimized resource use by automating the entire lifecycle of building equipment, from planning to disposal.
• Increased transparency with real-time visibility into facilities devices and equipment, enabling better planning and decision-making.
• Lowered total cost of ownership by proactively creating maintenance plans based on schedules, usage, or conditions to prevent breakdowns and extend asset and building lifespan.

Additional Information

• Visit ServiceNow’s Workplace Service Delivery page for more information.
• Check out ServiceNow’s Enterprise Asset Management page for additional details.
• Read a complimentary report excerpt here.

¹IDC MarketScape Worldwide SaaS and Cloud-Enabled Facility Management Applications 2024–2025 Vendor Assessment, By: Brian O’Rourke, Mar 2025, IDC Doc#US52038324

About IDC MarketScape:

IDC MarketScape vendor assessment model is designed to provide an overview of the competitive fitness of technology and service suppliers in a given market. The research utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each supplier’s position within a given market. IDC MarketScape provides a clear framework in which the product and service offerings, capabilities and strategies, and current and future market success factors of technology suppliers can be meaningfully compared. The framework also provides technology buyers with a 360‑degree assessment of the strengths and weaknesses of current and prospective suppliers.

About ServiceNow

ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes. For more information, visit: www.servicenow.com.

© 2025 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

View source version on businesswire.com: https://www.businesswire.com/news/home/20250416810387/en/

Media Contact



Madison DaValle

847-910-8344

press@servicenow.com

Source: ServiceNow

FAQ

What key capabilities earned ServiceNow (NOW) the Leader position in IDC MarketScape's 2024-2025 facility management report?

ServiceNow's comprehensive Workplace Service Delivery and Enterprise Asset Management solutions, AI integration capabilities, and unified platform approach for streamlining operations earned the Leader position.

How does ServiceNow's AI integration benefit facility management operations?

ServiceNow offers 24/7 AI assistance, real-time technician management, and intelligent maintenance management, enabling faster resolutions and improved operational efficiency.

What cost-saving benefits does ServiceNow's facility management platform provide?

The platform reduces costs through efficient asset management, preventive maintenance planning, and automated lifecycle management of building equipment.

How does ServiceNow's facility management solution improve workplace experience?

It provides easy-to-use self-service features, faster resolution times, and streamlined facilities management processes for enhanced occupant satisfaction and productivity.