List of ServiceNow Incident Management Customers
ServiceNow
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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: 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, London Gatwick Airport, a United Kingdom based Transportation organisation with 2294 employees and revenues of $1.34 billion, EDP Renewables Portugal, a Portugal based Utilities organisation with 900 employees and revenues of $300.0 million, Mazda Motor Belux / Mazda Motor Logistics Europe, a Belgium based Automotive organisation with 500 employees and revenues of $100.0 million 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.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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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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London Gatwick Airport | Transportation | 2294 | $1.3B | United Kingdom | ServiceNow | ServiceNow Incident Management | Incident Management | 2013 | n/a |
In 2013, London Gatwick Airport implemented ServiceNow Incident Management as the cornerstone of an Incident Management program to bring outsourced service desk functions in house and centralize incident handling across airport operations. The initiative targeted IT service desk operations that support a broad set of business functions, including building maintenance, security, baggage handling infrastructure, retail tenants and parking services, with the explicit goal of improving first contact resolution and user satisfaction.
The deployment included ServiceNow Incident Management alongside Problem Management, Knowledge Management, Change Management, Configuration Management CMDB, Service Catalog and Request Management, and ServiceNow Orchestration, with ServiceNow Incident Management called out as the primary incident workflow engine. Configuration focused on standard incident lifecycle workflows, escalation paths, knowledge article integration for first contact resolution, and an IT operations center instrumentation to enable cross training of field and desk support staff toward an 80 percent first contact resolution target.
Operational transition was executed under a compressed timeline, with Getronics providing six months of interim managed application support while Focus Group Europe performed the ServiceNow implementation. The program explicitly planned integrations to the airport human resources system to automate join and leave processes and to create a single employee record, and it included CMDB population to support configuration and change processes. The team also scoped a multitenant service portal model to give retail tenants their own service interfaces within the shared instance.
Governance and process transformation were formalized through new organizational roles and training, hiring 23 staff including an IT operations center manager and dedicated managers for change management, configuration, problem management, incident management and reporting. Service processes were designed in house after being previously owned by external suppliers, and the rollout completed process design, employee training and transition from interim support within a six month period.
Outcomes reported by Gatwick were explicit, including a projected 15 percent reduction in IT Opex year on year for the next seven years, higher customer approval ratings and a Net Promoter Score improvement from negative seventy to plus forty seven after the team and ServiceNow Incident Management took operational control.
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Mary Mediatrix Medical Center | Healthcare | 500 | $50M | Philippines | ServiceNow | ServiceNow Incident Management | Incident Management | 2013 | n/a |
In 2013 Mary Mediatrix Medical Center implemented ServiceNow Incident Management to centralize incident intake and SLA-driven ticket handling across its hospital IT operations at the Lipa, Calabarzon site. The implementation targeted the Incident Management apps category to formalize triage, assignment, escalation, and incident lifecycle tracking under a single service management application.
The deployment configured standard incident management capabilities of ServiceNow Incident Management including structured ticket intake, SLA timers and alerts, role-based assignment queues, escalation rules, and incident notes to support root cause analysis and RCA documentation. Configuration emphasized support for a three tier support model, enabling Level 1 and Level 2 onsite technicians to escalate to Level 3 rotational staff who provided 24 7 coverage for network and production systems.
Operational scope covered the hospital IT department with explicit ownership by network and database administration teams, and daily use by junior and senior technical support specialists onsite. Day to day operations centered on active monitoring of the ServiceNow queue, assignment of incident tickets, participation in technical bridges, and strict compliance with ticket SLA and escalation procedures referenced in internal support workflows.
Governance and process work included formalizing escalation paths, maintaining detailed configuration and troubleshooting documentation, and embedding SLA compliance into operational routines and training for support staff. The implementation preserved incident audit trails within ServiceNow Incident Management and institutionalized preventive maintenance and knowledge capture as part of ongoing application support processes.
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Automotive | 500 | $100M | Belgium | ServiceNow | ServiceNow Incident Management | Incident Management | 2021 | n/a |
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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 Colruyt Group, CIBC US, London Gatwick Airport, EDP Renewables Portugal and Mazda Motor Belux / Mazda Motor Logistics Europe are recorded users of
ServiceNow Incident Management for Incident Management.
Companies using ServiceNow Incident Management are most concentrated in Retail, Banking and Financial Services and Transportation, with adoption spanning over 21 industries.
Companies using ServiceNow Incident Management are most concentrated in Belgium, United States and United Kingdom, 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 - 50%, large organizations with 1,001-10,000 employees - 33.33%, and global enterprises with 10,000+ employees - 16.67%.
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.