ServiceNow ITBM Review

ServiceNowServiceNow IT Business Management is a product that runs on the Now platform. It is a suite of tools and applications that allow IT leaders and decision makers to have better control in managing outcomes and creating greater value from company initiatives. Users are able to plan, prioritize, and track work with capabilities such as project portfolio management, agile management, and application management to align work to business objectives.

Table of Contents

ServiceNow ITBM Review: Features and Strengths

Project Portfolio Management

ServiceNow PPM is a part of the ITBM Suite that helps organizations align work to business goals, so enterprise leaders are confident they are working on the right projects. The Project Portfolio Management module provides increased visibility with real-time dashboards and reporting. Project portfolio organizes tasks into projects, and projects into programs and portfolios. It has built-in collaboration, reporting, and tracking to enable better project planning.

Other features include a combined resource management and forecasting application, centralized demand management application, top-down investment funding allocation, collaborative innovation management, and multiple what-if scenarios planning.

ServiceNow ITBM

Agile Management

ServiceNow agile management tools include agile development features that allow teams to manage development work throughout the lifecycle from a unified backlog of tasks. Teams can prioritize, plan, and manage agile portfolios with simplified execution to deliver products and services faster. Agile development features include Scrum program boards that provide visibility of team dependencies, sprint capacity, and workload.

It has preconfigured agile dashboards for viewing trends, status, and work details; a unified backlog to manage agile and traditional work streams with a consolidated view; and sprint tracking using a drag-and-drop visual task board. It also supports Scaled Agile Framework (SAFe) with features such as portfolio planning, weighted shortest job first, and big room planning.

Application Portfolio Management, Roadmap Planning, Performance Analytics, and More

ServiceNow ITBM provides a complete picture of the application portfolio to help users make faster decisions. An APM portal provides a guided process for rationalizing the application portfolio. Users can perform capability-based planning, so the right technology investments and services are aligned to the value streams of the business.

It also has technology portfolio management for monitoring the versions and lifecycles of technology investments, roadmap planning that allows users to simulate and compare multiple investment scenarios, and performance analytics to help in anticipating trends and prioritizing resources.


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ServiceNow ITBM Pricing

ServiceNow offers results-driven and custom solutions that need specific information to help customers reach their full potential. A company representative can provide this custom quote. ServiceNow ITBM is available in the following packages:


The Standard package includes seven modules and features: five Custom Tables, Performance Analytics, Demand Management, Resource Management, Project and Portfolio Management, Scenario Planning, and Roadmap Planning.


The Professional package includes all modules in the Standard package with the addition of Innovation Management, Scaled Agile Framework (SAFe), Agile Development, and Test Management.

Application Portfolio Management

The APM is a package licensed separately from the other packages.

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Who Uses ServiceNow ITBM?

ServiceNow IT Business Management is ideal for large organizations and enterprises with a need for project portfolio management, agile management, hybrid management, and application management solutions in a single platform. It is applicable to a range of industries that include research, government, financial services, educational institutions, software, marketing, distribution, technology, and retail.

Customers include Argonne National Laboratory, City of Los Angeles, DNB, EPFL, Finance of America, Haufe Group, and Interstate Batteries.

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ServiceNow ITBM Supported Languages

ServiceNow supports English, Brazilian Portuguese, Czech, Dutch, Finnish, Canadian French, French, German, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Traditional and Simplified Chinese. An Internationalization plugin is also available to translate to languages other than those listed.


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Case Studies

Cathy Kirch is a senior business analyst at a government research laboratory in Illinois. The multidisciplinary research center works with universities, the industry, and other national laboratories to drive scientific discovery and innovation. The laboratory sees digital transformation as key to providing a frictionless environment for its employees. ServiceNow ITBM, along with other ServiceNow products, has transformed the lab into a service-oriented organization and created a comprehensive service delivery environment. The platform now provides a one-stop shop for all services, so everything employees need is accessible in one place.

Kathrine Wansvik is a Product Owner at the banking group of an Oslo, Norway financial services company. In order to adapt quickly to changing business and customer needs and improve operational efficiency, it sought to replace a legacy solution nearing its end of support. By choosing ServiceNow ITBM and related solutions, the company was able to streamline incident management and change requests. It also now has better visibility of the business, with a state of awareness that helps identify and mitigate risks before they impact users. They can also roll out more automation and services at the best time to cause minimal disruption to the business.

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Why Choose ServiceNow ITBM?

ServiceNow IT Business Management is a comprehensive suite of business applications that provide users visibility of their portfolio and business strategies. Users are able to maximize business value as they see how funds relate to initiatives. ServiceNow ITBM allows users to create, compare, and balance multiple investment scenarios to choose optimal plans. With support for any method of work, the platform enables teams to execute projects in the method they choose.

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Company Info

ServiceNow is a publicly traded American company with headquarters in Santa Clara, CA, and offices across the USA and Canada, in Mexico, Brazil, the EU, UAE, South Africa, India, Hong Kong, Singapore, South Korea, Japan, Australia, and New Zealand. It was founded in 2004 by Fred Luddy, who started with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.

It provides platform-as-a-service solutions, helping large corporations manage their IT incidents, problems, and change events with modern technology such as automation and AI.


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Jose Maria Delos Santos

Jose is a subject matter expert and member of the writing team for and Bridge24. He has written hundreds of articles including project management software reviews, books reviews, training site reviews, and general articles related to the project management industry.