List of ServiceNow Discovery Customers
ServiceNow
2225 Lawson Lane,
Santa Clara, 95054, CA,
United States
Santa Clara, 95054, CA,
United States
1 408-501-8550
Professional Services
29187
$13.3B
Since 2010, our global team of researchers has been studying ServiceNow Discovery customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased ServiceNow Discovery for IT Service Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using ServiceNow Discovery for IT Service Management include: Sun Life, a Canada based Banking and Financial Services organisation with 31768 employees and revenues of $20.98 billion, Wellstar Health System, a United States based Healthcare organisation with 30000 employees and revenues of $6.60 billion, Australia Post, a Australia based Transportation organisation with 64000 employees and revenues of $6.02 billion, ProAssurance, a United States based Insurance organisation with 1036 employees and revenues of $1.13 billion, AMP Limited, a Australia based Banking and Financial Services organisation with 2275 employees and revenues of $862.0 million and many others.
Contact us if you need a completed and verified list of companies using ServiceNow Discovery, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The ServiceNow Discovery customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
Apply Filters For Customers
| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
|---|---|---|---|---|---|---|---|---|---|---|---|
 |
AMP Limited | Banking and Financial Services | 2275 | $862M | Australia | ServiceNow | ServiceNow Discovery | IT Service Management | 2018 | n/a |
In 2018 AMP implemented ServiceNow Discovery within its IT Service Management environment, initiating a Proof of Concept and completing ServiceNow Discovery Fundamentals training to underpin automated identification of infrastructure and application assets. The ServiceNow Discovery deployment was positioned to populate and maintain the Configuration Management Database, supporting AMP's Configuration Management Process Owner remit for CMDB strategy and data ownership.
AMP configured ServiceNow ITSM modules to align Change, Incident, and Service Request workflows with ITIL practices, and extended the platform to support Service Catalogue design and fulfilment. Configuration management and CMDB audit processes were designed and governed inside ServiceNow to improve data integrity and to meet APRA compliance requirements, while administrators and service managers administered toolset configuration to match AMP processes.
Operational coverage included a team of four service managers responsible for Change, Incident, Service Request, CMDB and Service Level Management, with governance spanning IT operations, service desk, supplier management and vendor governed services. ServiceNow Performance Analytics dashboards were implemented to provide live SLA reporting and to measure service level performance in real time, and contractual SLA and KPI targets were negotiated to align supplier delivery with customer expectations.
Governance changes included establishing CMDB audit routines, creating data owners, instituting CAB oversight for Change Management and running Service Improvement Programmes to drive process maturity. The implementation explicitly supported outcomes reported by AMP, including ServiceNow toolset enhancements and Change Management improvements that contributed to a 27% reduction of high priority incidents in 2019.
|
 |
Australia Post | Transportation | 64000 | $6.0B | Australia | ServiceNow | ServiceNow Discovery | IT Service Management | 2019 | n/a |
In 2019, Australia Post deployed ServiceNow Discovery to support its IT Service Management initiatives, establishing automated identification of infrastructure and application elements. The deployment targeted authoritative configuration data collection to underpin service modeling and asset reconciliation across the enterprise.
ServiceNow Discovery was implemented together with Service Mapping within the ITOM domain to capture topology and relationship data, and to populate the configuration management database. The program included migrating a legacy CMDB to the Common Service Data Model CSDM, and the establishment of an AMDB and a consolidated technology and business service model to align data to service and asset constructs.
Operational ownership aligned to Service Asset and Configuration Management, with dedicated resources managing Australia Post's CMDB, AMDB and technology and business service model. Governance and configuration management processes were updated to support continual discovery reconciliation, service mapping maintenance and controlled updates to configuration items.
ServiceNow Discovery was configured to feed ITOM workflows and discovery probes, providing the basis for ongoing service model validation and asset lifecycle workflows. The implementation emphasized sustaining data quality and model alignment through role based stewardship within the Service Asset and Configuration Management function.
|
 |
OCLC | Non Profit | 1200 | $220M | United States | ServiceNow | ServiceNow Discovery | IT Service Management | 2021 | n/a |
In 2021, OCLC implemented ServiceNow Discovery as part of a broader ServiceNow IT Service Management deployment to establish a governed automation foundation for IT operations and service delivery. The initiative anchored the organization on ServiceNow IT Service Management and ServiceNow ITOM Discovery to create a centralized configuration management database and a repeatable automation approach.
OCLC configured ServiceNow ITOM Discovery to populate the CMDB, creating a single source of truth for configuration items, and used the CMDB as the core of an automation hub. The team built workflows in the Now Platform App Engine using a visualize then automate approach, identifying human touchpoints to remove and implementing automated workflow orchestration within ServiceNow IT Service Management functional processes.
The implementation supports customer facing product communications and incident workflows, including an app on the Now Platform App Engine that automates real time reporting and provides live system status dashboards for products such as OCLC WorldShare. Operational scale is explicitly large, with OCLC processing more than 40 million search requests per day, handling over 16,000 change requests and 19,000 IT requests annually, and maintaining more than 15 million configuration items with a 98 percent automated data entry rate, underpinning shared services for libraries and researchers.
Governance centered on a workflow first methodology and a centralized CMDB to control automation rollout and change processes, with the IT team emphasizing visualization of processes before automating them. OCLC reports that automation accelerates delivery times, reduces manual work and operational risk, and frees engineering and support teams to focus on higher value activities, reflecting an operational shift in IT operations, service delivery, and customer support driven by ServiceNow Discovery and IT Service Management.
|
 |
ProAssurance | Insurance | 1036 | $1.1B | United States | ServiceNow | ServiceNow Discovery | IT Service Management | 2020 | n/a |
In 2020, ProAssurance implemented ServiceNow Discovery in its IT Service Management environment. The deployment targeted automated identification of networked assets and configuration items to support the companys IT Service Management processes.
The implementation centered on ServiceNow Discovery with configuration of discovery schedules for new IP ranges and focused troubleshooting of probe and sensor behavior. Administrators set up MID servers and validated connectivity to target subnets, and implemented platform extensions using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists to tailor discovery and data handling.
Discovered CI data was used to align the CMDB with Incident, Problem, and Change Management workflows, and the team delivered enhancements to the Service Catalog and HR Service Delivery modules to improve ticketing and request orchestration. Operational coverage emphasized IT operations and service desk processes, ensuring discovery feeds and configuration data supported lifecycle workflows.
Governance activities included scheduled discovery cycles, reporting and performance tracking of ServiceNow components, and an ongoing program of bug fixes and functional enhancements to Incident, Problem, Change and Service Catalog modules. Troubleshooting knowledge of the Discovery tool and MID server topology was a core capability retained to sustain discovery accuracy and CMDB integrity.
|
 |
Sun Life | Banking and Financial Services | 31768 | $21.0B | Canada | ServiceNow | ServiceNow Discovery | IT Service Management | 2020 | n/a |
In 2020 Sun Life implemented ServiceNow Discovery as part of its IT Service Management environment. The deployment targeted automated identification and reconciliation of infrastructure and application configuration items to establish a more authoritative CMDB source for IT operations and Digital Services.
Configuration work emphasized tight coupling between ServiceNow Discovery and the ServiceNow CMDB alongside core ITSM modules, specifically Change, Incident, Problem, Vulnerability and Facilities. The implementation used scheduled discovery runs, credentialed scanning and pattern-based identification to populate and reconcile CI records and to support configuration of CI attributes consumed by downstream ITSM processes.
Operational scope spanned IT operations, Digital Services, Facilities management and security stakeholders, with Sun Life roles including a ServiceNow Director and Operations Manager overseeing All ITSM modules and custom applications. Discovery-sourced CMDB data was consumed by Change, Incident, Problem and Vulnerability management workflows to provide a single configuration data feed within the IT Service Management stack.
Governance and rollout incorporated scripting, logging practices and reporting developed with business partners and with legal and risk input during pilot stages, establishing controls for discovery scanning and CI data use. Ongoing operational ownership remained with the internal ServiceNow operations organization documented in Sun Life’s staffing records.
|
 |
|
Healthcare | 30000 | $6.6B | United States | ServiceNow | ServiceNow Discovery | IT Service Management | 2020 | n/a |
|
Showing 1 to 6 of 6 entries
Buyer Intent: Companies Evaluating ServiceNow Discovery
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating ServiceNow Discovery. Gain ongoing access to real-time prospects and uncover hidden opportunities.
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
|---|---|---|---|---|---|---|---|---|
| No data found | ||||||||
FAQ - APPS RUN THE WORLD ServiceNow Discovery Coverage
ServiceNow Discovery is a IT Service Management solution from ServiceNow.
Companies worldwide use ServiceNow Discovery, from small firms to large enterprises across 21+ industries.
Organizations such as Sun Life, Wellstar Health System, Australia Post, ProAssurance and AMP Limited are recorded users of
ServiceNow Discovery for IT Service Management.
Companies using ServiceNow Discovery are most concentrated in Banking and Financial Services, Healthcare and Transportation, with adoption spanning over 21 industries.
Companies using ServiceNow Discovery are most concentrated in Canada, United States and Australia, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of ServiceNow Discovery across Americas, EMEA, and APAC.
Companies using ServiceNow Discovery range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 0%, large organizations with 1,001-10,000 employees - 50%, and global enterprises with 10,000+ employees - 50%.
Customers of ServiceNow Discovery include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified ServiceNow Discovery customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of IT Service Management.