List of ServiceNow Incident Management Customers
ServiceNow
2225 Lawson Lane,
Santa Clara, CA, 95054,
United States
Santa Clara, CA, 95054,
United States
1 408-501-8550
Professional Services
29187
$13.3B
Since 2010, our global team of researchers has been studying ServiceNow Incident Management 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 Incident Management for Incident 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 Incident Management for Incident Management include: Macy's, a United States based Retail organisation with 94189 employees and revenues of $23.01 billion, Baxter Healthcare, a United States based Life Sciences organisation with 60000 employees and revenues of $14.81 billion, Kellanova, a United States based Consumer Packaged Goods organisation with 24227 employees and revenues of $12.75 billion, Colruyt Group, a Belgium based Retail organisation with 32996 employees and revenues of $10.66 billion, CIBC US, a United States based Banking and Financial Services organisation with 3500 employees and revenues of $2.44 billion and many others.
Contact us if you need a completed and verified list of companies using ServiceNow Incident Management, 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 Incident Management 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!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Baxter Healthcare | Life Sciences | 60000 | $14.8B | United States | ServiceNow | ServiceNow Incident Management | Incident Management | 2022 | n/a |
In 2022 Baxter Healthcare implemented ServiceNow Incident Management, deploying ServiceNow Incident Management within a broader enterprise ServiceNow program that delivered ITSM, ITOM, TSOM, ITAM, HRSD, SecOps, IRM, and GRC capabilities. The implementation targeted enterprise IT and telecom operations and aligned platform configuration and testing practices with HIPAA and PHI compliance requirements.
The deployment included core incident handling and supporting modules such as Discovery, CMDB and CSDM-aligned configuration, Virtual Agent for user self-service, Service Catalog and self-service portal enhancements, IT Asset Management, Vulnerability Response, and TSOM with Event Management. Automation and reliability were driven by Flow Designer, Business Rules, Script Includes, orchestration, CI driven testing and Automated Test Framework scripts, with additional Selenium and Python automation used for web testing and API level validation.
Integrations were implemented across a broad operational stack using protocols and connectors explicitly configured during the engagement, including SCCM, LDAP, REST and SOAP integrations, JDBC and ODBC scheduled data imports, and connectors to SailPoint, Snowflake, Dynatrace, Zabbix, MuleSoft, Splunk, Spectrum, Nutanix, WASP Asset Cloud, and Smartsheet. Cloud infrastructure automation provisioned highly available EC2 instances using Terraform and CloudFormation, and MID Server based integrations were used for vulnerability scanner ingestion from Rapid7, Qualys, and Tenable, with CI matching rules and Identification and Reconciliation Engine configuration to correlate vulnerabilities to CMDB assets.
Governance and operational controls were formalized through Access Control Lists, SLAs for ITIL processes, workflow and approval redesign to resolve long running approvals and orphaned tasks, and exception management and risk acceptance workflows tied to GRC and incident processes. Testing and assurance practices included ATF scripting for ITSM and ITOM modules, API testing with REST and SOAP tools, regression and UAT cycles, and defect tracking through JIRA and ServiceNow Test Management. The implementation improved incident visibility and operational efficiency, and TSOM Event Management contributed to reduced mean time to resolution for telecom incidents.
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CIBC US | Banking and Financial Services | 3500 | $2.4B | United States | ServiceNow | ServiceNow Incident Management | Incident Management | 2017 | n/a |
In 2017, CIBC US implemented ServiceNow Incident Management as part of a broader ServiceNow integration under the Cardinal program, aligning CIBC US operations with CIBC Technology Operations. The rollout for ServiceNow Incident Management was one element of a seven module ServiceNow implementation that was planned, governed and reported through executive channels and the program PMO.
The implementation scope included Incident Management, Problem Management, Change Management, Configuration Management including CMDB, Asset Management and Data Archive and Retention, Request Management, Knowledge Management and Facilities Management. Business requirements gathering, gap analysis and solution design were led for each module, with configuration and workflow definitions developed to support standard incident lifecycle processes, escalation paths and request fulfillment consistent with enterprise service management practices.
Integration work explicitly included merging Active Directory and Office 365 environments, migrating identity and access management data into the enterprise identity framework and consolidating CBUSA and Geneva datasets into CIBC systems. The program interacted directly with Microsoft, ServiceNow and HPS and coordinated with enterprise groups including Technology Governance Risk and Control, Architecture and Security. Operational coverage spanned Technology Operations and the Problem, Incident, Change, Configuration, Knowledge and Facilities teams, with stakeholder communication across Toronto, Chicago and New York and engagement with Finance, Procurement and Capital Markets stakeholders.
Governance and rollout followed enterprise gating and methodology controls, using SDLC, PMLC and PMBoK frameworks, and incorporated architecture reviews, security threat risk assessments and operational gating checkpoints. The program tracked financials, vendor management and program reporting through the PMO, and managed stakeholder alignment by mediating requirement harmonization between CIBC and CIBC US teams to ensure compliance with architecture, governance and security assessment processes.
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Colruyt Group | Retail | 32996 | $10.7B | Belgium | ServiceNow | ServiceNow Incident Management | Incident Management | 2019 | n/a |
In 2019, Colruyt Group implemented ServiceNow Incident Management as part of an IT reorganization that shifted the department from product delivery to a service-oriented organization. The deployment of ServiceNow Incident Management was explicitly chosen to strengthen service management tooling and to better meet the needs of internal partners across the enterprise.
The implementation centralized incident capture and lifecycle management, establishing standardized incident logging, automated routing and prioritization, SLA tracking, and role-based escalation workflows typical of Incident Management platforms. Configuration emphasized service-oriented processes, with ServiceNow Incident Management supporting service owner roles, formalized escalation paths, and dashboarding for operational visibility. The rollout covered the IT department and its internal partner communities, and the platform deployment enabled Colruyt Group to deliver better services to all their partners.
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EDP Renewables Portugal | Utilities | 900 | $300M | Portugal | ServiceNow | ServiceNow Incident Management | Incident Management | 2023 | n/a |
In 2023, EDP Renewables Portugal deployed ServiceNow Incident Management to instrument incident intake for its renewable asset web application managed by the Technology Development team in Porto. The deployment centers on ServiceNow Incident Management as the primary incident intake and lifecycle platform, with configuration focused on automated incident creation, structured ticket fields for asset context, and event-to-incident routing consistent with incident management workflows.
Configuration and functional scope included an incident creation tool that automates initial diagnosis and ticket generation, and API-led integration patterns to support interoperability. The implementation incorporated REST APIs designed and implemented by the development team to propagate contextual data, and PHP application changes to prepare for downstream system interoperability, supporting standard incident attributes and attachments for troubleshooting.
Integrations were explicit and pragmatic, integrating ServiceNow incident creation with SQL Server databases to surface real-time insights and event data, and exposing REST endpoints to enable bidirectional data exchange. The team prepared the PHP application layer to support future Microsoft Dynamics connectivity, enabling cross-system record linkage and improved asset-centric incident correlation across Technology Development and operations teams.
Governance and workflow restructuring emphasized automated diagnosis and standardized ticketing to reduce manual triage and improve data accessibility, with rollout managed by the in-house Technology Development organization. Outcomes recorded by the team included enhanced functionality, improved user experience, and better system interoperability and data exchange, realized through ServiceNow Incident Management and the supporting API and database integrations.
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Kellanova | Consumer Packaged Goods | 24227 | $12.7B | United States | ServiceNow | ServiceNow Incident Management | Incident Management | 2019 | n/a |
In 2019, Kellanova implemented ServiceNow Incident Management as part of a broader ServiceNow ITSM platform to centralize incident response and IT service management. The ServiceNow Incident Management deployment, categorized under Incident Management, was configured alongside CMDB, GRC, Discovery, Service Catalog, and SecOps capabilities to standardize IT operations and governance.
Implementation scope covered configuration and customization of Incident, Change, Problem, Knowledge, Service Catalog, CMDB, and GRC modules. Development work included Business Rules, UI Policies, UI Actions, Script Includes, client scripts, and HTML and Jelly based email templates, while Service Portal widgets and reporting dashboards were created for performance visualization and self service. Discovery and Service Mapping were instrumented with MID servers and scheduled scans to populate the CMDB and map CI interdependencies.
Integrations were built with cloud environments including Amazon Web Services and Microsoft Azure via service accounts, enabling catalog driven cloud provisioning. Identity and directory synchronization used LDAP and Active Directory imports for users, roles, and groups, and the platform integrated with Microsoft Exchange and Gmail for incident creation from email, plus SOAP and REST web services, Java based web services, Oracle SOA, and external databases for data exchange. Orchestration was used to automate provisioning and remediation, and the Vulnerability module was integrated with incident response and SecOps workflows to enable threat correlation and ticketing for remediation.
Governance and rollout followed Agile practices with daily Scrum engagement, SLA configuration, scoped ticket routing, and a custom admin role for GRC to centralize access control. The program included upgrade and migration tasks to preserve customizations and data, coordination of MID server connectivity, and catalog and cloud portal development for end user requests. Delivered catalog driven cloud provisioning, CMDB population, Service Portal dashboards, and vulnerability workflows improved visibility, compliance, and service delivery while embedding security and compliance controls into ITSM processes.
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Transportation | 2294 | $1.3B | United Kingdom | ServiceNow | ServiceNow Incident Management | Incident Management | 2013 | n/a |
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Retail | 94189 | $23.0B | United States | ServiceNow | ServiceNow Incident Management | Incident Management | 2023 | n/a |
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Healthcare | 500 | $50M | Philippines | ServiceNow | ServiceNow Incident Management | Incident Management | 2013 | n/a |
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Automotive | 500 | $100M | Belgium | ServiceNow | ServiceNow Incident Management | Incident Management | 2021 | n/a |
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Buyer Intent: Companies Evaluating ServiceNow Incident Management
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating ServiceNow Incident Management. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating ServiceNow Incident Management for Incident Management include:
- Louisiana State University, a United States based Education organization with 5415 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated |
|---|---|---|---|---|---|---|
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Louisiana State University | Education | 5415 | $1.3B | United States | 2026-05-24 |
FAQ - APPS RUN THE WORLD ServiceNow Incident Management Coverage
ServiceNow Incident Management is a Incident Management solution from ServiceNow.
Companies worldwide use ServiceNow Incident Management, from small firms to large enterprises across 21+ industries.
Organizations such as Macy's, Baxter Healthcare, Kellanova, Colruyt Group and CIBC US are recorded users of
ServiceNow Incident Management for Incident Management.
Companies using ServiceNow Incident Management are most concentrated in Retail, Life Sciences and Consumer Packaged Goods, with adoption spanning over 21 industries.
Companies using ServiceNow Incident Management are most concentrated in United States and Belgium, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of ServiceNow Incident Management across Americas, EMEA, and APAC.
Companies using ServiceNow Incident Management range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 33.33%, large organizations with 1,001-10,000 employees - 22.22%, and global enterprises with 10,000+ employees - 44.44%.
Customers of ServiceNow Incident Management 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 Incident Management customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Incident Management.