Companies that use ServiceNow (active customer list)

Amazon Mattel HSBC Siemens Healthineers Kenvue Ford Motor Company Vodafone RTX Roche Safran Google

We dug into our own data to find which companies are using ServiceNow. We also asked a few engineers from these companies to share us any interesting use cases they're using ServiceNow for.

Amazon

E-commerce & Cloud · Seattle, WA · ServiceNow

Amazon is the everything store and the cloud company behind a huge chunk of the internet. Inside the company, hundreds of thousands of warehouse, corporate, and engineering employees rely on internal IT to keep working.

Amazon uses ServiceNow as the system of record for their global IT service desk. It's where employees file tickets when something breaks, request laptops and access, and route change approvals before anything gets pushed to production. The team running it is standardizing how incidents, requests, and changes get handled across regions so the experience is the same whether you're in Seattle or Hyderabad.

They're also leaning on ServiceNow's newer AI features to take work off the humans answering tickets. The goal is fewer manual clicks per ticket, more suggested responses, and more routing handled automatically, so the support team can keep up as Amazon grows without growing the headcount one-for-one.

The more unusual use case is on Amazon Leo, the satellite broadband network Amazon is building to deliver internet from low Earth orbit. The Leo team uses ServiceNow as the backbone for the engineers designing the satellites. It handles their IT tickets and change approvals, but it also plugs into the product lifecycle tools and CAD software the engineers use, like Siemens Teamcenter and NX, and pipes information out to SAP so a design change flows cleanly into manufacturing and the supply chain.

The Leo team also runs ServiceNow Discovery and Service Mapping against their own setup, which mixes cloud services with bare-metal hardware on the ground. That gives them a live picture of what equipment exists, what depends on what, and where a problem is likely to ripple.

One technical wrinkle worth calling out is how Amazon connects ServiceNow to the rest of their stack. ServiceNow runs on someone else's servers out on the internet, and Amazon doesn't let an outside system reach into its internal tools directly. So they built a middle layer on AWS that sits between the two and brokers every conversation, using AWS serverless pieces like API Gateway, Lambda, and Step Functions to receive a request from ServiceNow, check it against Amazon's security rules, and only then pass it along.

Mattel

Toys & Entertainment · El Segundo, CA · ServiceNow

Mattel is the toy company behind Barbie, Hot Wheels, Fisher-Price, UNO, and a long list of other names sitting in toy aisles around the world. They've been making toys since 1945 and now sell in more than 150 countries, which means a lot of factories, warehouses, retail partners, and corporate offices that all need IT to keep humming.

Mattel uses ServiceNow to keep an honest, live map of their IT setup. The team running this loads in fresh information from servers, networks, cloud accounts, and laptops, then cleans it up and reconciles it so that the picture inside ServiceNow actually matches what exists in the real world.

On top of that map, they use a feature called Service Mapping to show how the pieces hang together. So if a particular toy ordering tool is acting up, the team can see at a glance which servers, databases, and network paths it depends on, instead of guessing. They also have alert rules running in the background that watch for unusual behavior, group related warnings together, and flag what looks like real trouble versus noise.

The second big thing Mattel does with ServiceNow is automate the small, repetitive work that used to eat up their IT team's day. They build the automations in a drag-and-drop tool called Flow Designer, where flows handle approvals, route tasks to the right person, send notifications, and walk new hires or departing employees through the right setup steps.

Some of those automations reach out to other systems Mattel relies on, like patching software or restarting a service on a server without anyone having to log in and do it by hand. They've also started bringing in ServiceNow's newer AI features so the platform can suggest answers and take more of the routine work off the team's plate.

HSBC

Banking & Financial Services · London, UK · ServiceNow

HSBC is one of the largest banks in the world, serving more than 40 million people and businesses across nearly 60 countries. Behind that footprint is a sprawling tech operation with hundreds of thousands of staff who need their own internal IT, plus strict rules about who can do what with the bank's systems.

The most interesting use of ServiceNow at HSBC is in cybersecurity. The bank's Strategic Innovation and Operations group runs the automation behind global cybersecurity, and they've built that automation on top of ServiceNow's Security Incident Response module. When something suspicious happens, ServiceNow is where the response gets coordinated.

In practice, that means the team has wired ServiceNow into the rest of the security stack. Their security event monitoring tools, threat response tools, and endpoint detection systems all feed into ServiceNow, and the playbooks running inside it pull the right data, kick off the right steps, and walk responders through what to do next. The team builds these playbooks in a drag-and-drop tool called Flow Designer and writes custom code where the off-the-shelf pieces don't fit.

A second big use is keeping the bank's view of its own infrastructure honest. HSBC's setup is a mix of data center servers, cloud accounts, and network equipment, and ServiceNow Discovery scans across all of it to figure out what exists, what version it's running, and how it connects to everything else. That live map then feeds Service Mapping, which shows which pieces of infrastructure a given banking application depends on, so a problem can be traced quickly.

On top of all that, the bank uses ServiceNow for HR service delivery, where employee questions and requests get logged, routed, and answered through the same platform their IT tickets live in. They've built out the employee portal, virtual agent, and back-end workflows so HR cases follow the same disciplined path as everything else.

Siemens Healthineers

Medical Technology · Erlangen, Germany · ServiceNow

Siemens Healthineers is one of the world's biggest medical equipment companies, with about 71,000 employees in more than 70 countries. They build the big machines hospitals use to look inside patients and find disease, things like MRI scanners, CT scanners, and ultrasound machines, plus lab equipment and cancer treatment systems.

These machines are extremely expensive. A single MRI scanner can cost a hospital several million dollars, and if it breaks down, doctors at that hospital cannot scan patients until someone comes to fix it. Because of that, Siemens Healthineers has thousands of trained repair technicians stationed all over the world. When a hospital's machine has a problem, one of these technicians drives or flies out to fix it.

Coordinating all of that is a massive job, and Siemens Healthineers runs it on ServiceNow. When a hospital calls to report a problem, the call gets logged in ServiceNow. The system then figures out which technician is closest, sends them the job on a mobile device with the details of what's wrong, tracks which replacement parts they need to bring, and records exactly what they did once the machine is fixed. This is the part of ServiceNow built for managing technicians who work out in the field, and it is the heart of how Siemens keeps hospital equipment running.

Kenvue

Consumer Health · Skillman, NJ · ServiceNow

Kenvue is one of the largest consumer health companies in the world, employing about 22,000 people globally. They own a wide range of household-name brands sold at every drugstore and supermarket, including Tylenol, Listerine, Neutrogena, Aveeno, Band-Aid, Johnson's Baby, and Zyrtec.

Kenvue uses ServiceNow much more broadly than most companies. Beyond the typical IT help desk use, they run their global HR support on it, where employees in any country can submit questions about pay, benefits, or onboarding and get help routed to a People Support team in Manila or Bogotá. They also use it for procurement, meaning when an employee anywhere in the world needs to buy something or sign a contract with a supplier, the request flows through ServiceNow to track approvals and spending.

On top of that, Kenvue's IT team uses ServiceNow to track every laptop and software license across the company. When a new employee starts, when someone's machine breaks, or when a four-year-old laptop is due to be replaced, the work is recorded and routed in ServiceNow. They also use the platform to manage their software vendor contracts with companies like Microsoft, SAP, Adobe, and Salesforce.

Ford Motor Company

Auto Manufacturing · Dearborn, MI · ServiceNow

Ford is one of the largest car manufacturers in the world, with about 173,000 employees globally. They build cars, trucks, and SUVs at plants across the United States, Mexico, Europe, and Asia, and sell them through thousands of dealerships worldwide.

The most interesting use of ServiceNow at Ford is on the manufacturing floor. Ford's plants depend on engineering software like Siemens Teamcenter and NX, which engineers use to design parts and manage production data, and that software runs on hundreds of servers around the world. When something needs to change, like a server upgrade or a new release of the design software, the request and approval flow through ServiceNow before it gets pushed out to the plants.

Ford also uses ServiceNow heavily in cybersecurity. Ford has a Security Operations Center that watches for cyberattacks across the company's IT systems. When the team spots a threat, the incident is logged in ServiceNow's Security Incident Response module, which routes the case to the right responders and tracks the work until the threat is contained. Ford also runs its disaster recovery and business continuity planning on ServiceNow, so if a plant or data center goes down, the recovery plan is already mapped out in the system.

Vodafone

Telecommunications · Newbury, England · ServiceNow

Vodafone is one of the largest telecom companies in the world, serving hundreds of millions of mobile and broadband customers across Europe and Africa. The company runs a shared services arm called VOIS (Vodafone Intelligent Solutions) with 30,000 people across 10 countries who handle technology and back-office work for Vodafone's local markets.

VOIS is the team that builds and runs Vodafone's ServiceNow platform, with developers based in Pune, India working on the system that thousands of Vodafone employees across 28 countries use every day. When a Vodafone engineer in Germany needs a new laptop, when a customer service rep in Egypt needs access to a billing system, or when a network technician in the UK needs to log a problem with a cell tower, those requests flow through ServiceNow.

A big focus is the Service Portal, which is the website employees go to when they need IT help, want to request software, or need to file a ticket. The VOIS team builds custom widgets and pages on top of ServiceNow so that the portal looks and works the way Vodafone wants it to, rather than being a generic out-of-the-box experience. They also build integrations between ServiceNow and other Vodafone systems so that a request made in one place automatically updates in another.

RTX (Raytheon Technologies)

Aerospace & Defense · Arlington, VA · ServiceNow

RTX is one of the largest aerospace and defense companies in the world, with 185,000 employees. The company is made up of three businesses: Pratt & Whitney makes jet engines for commercial airlines like Delta and United, Collins Aerospace makes avionics and aircraft systems, and Raytheon makes missiles and defense systems for the US military and allied governments.

Because RTX does so much classified defense work, a huge chunk of their workforce needs an active US government security clearance. RTX runs a Clearance Processing Center where ServiceNow logs every clearance action and stores the records. When a new engineer is hired onto a missile program, the request to start their investigation flows through ServiceNow, and the case stays open through fingerprinting, background investigation, government adjudication, and ongoing reinvestigations.

RTX also runs IT asset tracking for the whole company on ServiceNow. With 185,000 employees across plants and offices in dozens of countries, every laptop, monitor, and software license is logged in the system from the moment it's requested to the moment it's disposed of. The same platform tracks software contracts with major vendors like Microsoft, Atlassian, AWS, Oracle, and Salesforce, which helps RTX stay compliant during audits and avoid paying for licenses they aren't using.

Roche

Pharmaceuticals & Diagnostics · Basel, Switzerland · ServiceNow

Roche is the world's largest biotech company, with about 104,000 employees globally. They make prescription drugs (including major cancer treatments and immunology medicines) and they're also the world leader in diagnostics, making the lab analyzers that hospitals use to test blood samples for everything from glucose levels to viruses.

The biggest use of ServiceNow at Roche is the global People Support Solutions organization. Roche has thousands of HR specialists handling payroll, benefits, time tracking, and employee questions across more than 20 countries including Germany, Italy, Hungary, Poland, Taiwan, Malaysia, and Costa Rica. Every payroll question, benefits inquiry, or absence request from a Roche employee comes into ServiceNow as a case, gets routed to the right country specialist, and gets tracked against service level targets. The same platform also handles employee onboarding, offboarding, and complex retirement calculations for Roche's German pension obligations.

ServiceNow also touches Roche's drug safety operation. Roche has a global Patient Safety and Pharmacovigilance team that tracks every reported side effect and adverse event for every Roche medicine on the market. ServiceNow is one of the systems plugged into that ecosystem, alongside specialized safety platforms, helping Roche document, route, and audit safety-related work in a way that meets FDA and EMA inspection requirements.

Safran

Aerospace & Defense · Paris, France · ServiceNow

Safran is a French aerospace and defense company with about 100,000 employees worldwide. They make jet engines, landing gear, and aircraft interiors for commercial airlines and military aircraft, and they're the world's largest jet engine maker through CFM International, their joint venture with GE Aerospace.

The most interesting use of ServiceNow at Safran is on the factory floor. Safran builds jet engines and aircraft parts in plants across France, Mexico, Morocco, and Belgium, and the machines on the factory floor — CNC machines, industrial robots, automated test benches — are all connected to Safran's IT network. When a machine on the production line goes offline, when a connection between a machine and the central system breaks, or when a software update needs to be pushed to a piece of factory equipment, the work gets logged and tracked in ServiceNow. A dedicated industrial IT team works the tickets, because if a machine is down, the engines aren't getting built.

ServiceNow also supports Safran's joint ventures, most importantly CFM International with GE Aerospace. Safran runs what they call "OneServiceNow," a shared platform where Safran employees and GE engineers in the United States, India, and Poland can log tickets and request access to systems across both companies. When a CFM engineer in the US needs to access a Safran system in France to look at engine data, that request goes through ServiceNow.

Google

Software & Internet · Mountain View, CA · ServiceNow

Google has about 340,000 employees worldwide, and most people know them for Search, YouTube, Android, Gmail, and Google Cloud. What's less visible is the internal IT organization that supports all those Googlers, called Corp Eng (Corporate Engineering), which describes itself as "Google for Googlers."

Google is in the middle of a major ServiceNow project: migrating their entire IT Asset Management system onto the platform. Google has hundreds of thousands of laptops, monitors, phones, and servers spread across offices and data centers in dozens of countries, plus a huge inventory of software licenses with vendors like SAP, Microsoft, and Adobe.

Tracking all of that, what's been ordered, who has it, when it gets returned, when a license is renewed, is being moved into ServiceNow, with the platform connected to Google's SAP system for procurement and finance data. Google has dedicated teams in Sunnyvale and Hyderabad designing this from the ground up.

The other big use of ServiceNow at Google is keeping track of every change made to Google's internal IT systems. Anytime an engineer wants to update a piece of software that Googlers use day to day, install a new tool, or give someone access to a system they didn't have before, the request goes into ServiceNow.

The platform routes it to the right people for review, makes sure nothing important gets broken, and keeps a record of what was changed and when. Google handles a huge volume of these requests every day across the company, so the team running ServiceNow is also building in Google's own AI tools (Gemini) and ServiceNow's AI feature (Now Assist) to handle routine approvals automatically, so engineers and reviewers spend less time on paperwork.