Abstract
This paper presents a comprehensive survey on the utilization of ServiceNow in IT Service Management (ITSM), fo- cusing on its adoption, benefits, challenges, and future directions. The study employs a systematic literature review and industry reports to analyze the impact of ServiceNow on ITSM practices across various sectors. Key findings reveal that ServiceNow sig- nificantly enhances ITSM processes through automation, stream- lining workflows, and improving service delivery. The survey also identifies common challenges in implementing ServiceNow, such as resistance to change and integration difficulties with legacy systems, and proposes strategies for overcoming these obstacles. Furthermore, the paper explores emerging trends in ITSM, including the integration of artificial intelligence (AI) and machine learning (ML), and discusses how ServiceNow is positioned to leverage these technologies for future growth. The study concludes by emphasizing the critical role of ServiceNow in facilitating digital transformation and enhancing organizational efficiency in ITSM. Keywords —ITSM, ServiceNow, ITIL, Cloud Computing, Dig- ital Transformation, IT Operations Management.
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