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, NN Group, a Netherlands based Insurance organisation with 11871 employees and revenues of $21.71 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 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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a.s.r. Verzekeringen | Insurance | 3500 | $3.0B | Netherlands | ServiceNow | ServiceNow Incident Management | Incident Management | 2021 | n/a |
In 2021, a.s.r. Verzekeringen implemented ServiceNow Incident Management to centralize incident intake across its intermediary and private client support channels. ServiceNow Incident Management was provisioned as the primary Incident Management platform for logging and tracking tickets originating from telephone, email, and chat.
Configuration emphasized incident lifecycle workflows, structured ticket logging, prioritization and routing rules, and SLA tracking consistent with Incident Management best practices. The implementation captured first-line diagnostics and queue assignment details for back-office handlers, enabling handoffs from call agents and intermediary support to specialized operational teams.
Operational coverage included intermediary support, call center agents, account management and back-office processing in the Netherlands, with frontline roles such as Support Specialist and Quality Coach responsible for logging incidents and maintaining process quality. Governance centered on standardized logging procedures and defined workflow handoffs, aligning service desk intake with back-office resolution paths through ServiceNow Incident Management.
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ABN AMRO Bank | Banking and Financial Services | 18295 | $7.0B | Netherlands | ServiceNow | ServiceNow Incident Management | Incident Management | 2021 | n/a |
In 2021 ABN AMRO Bank implemented ServiceNow Incident Management to strengthen operational incident routing and dispatch across Platform & Technologies and Development Services. The implementation addressed Incident Management workflows and policy configuration to improve triage and routing for business critical platforms, infrastructure, and application hosting.
Configuration work centered on the ServiceNow Incident Management dispatch workflow, refining routing rules, escalation paths, and incident lifecycle handling for operational incidents. The team produced operational governance artifacts including onboarding and offboarding procedures, certificate and licensing management processes, and runbooks to support incident response and knowledge retention.
The implementation ran alongside a platform engineering program that defined a migration strategy from VMware and unmanaged Kubernetes to Azure Managed Kubernetes AKS, and an end to end CI/CD strategy. Engineers built a build and release pipeline that automated deployments onto AKS, replacing manual virtual machine creation, and aligned platform telemetry and dispatch signals with ServiceNow incident routing for operational alerts.
Operational scope included technology lifecycle management, infrastructure and application hosting teams, and Development Services within ABN AMRO Bank, with coaching and knowledge transfer activities to embed engineering best practices. The work improved deployment frequency through the CI/CD pipeline and contributed to strengthening the ServiceNow incident dispatch workflow that routes operational incidents.
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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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BDO Nederland | Banking and Financial Services | 2150 | $530M | Netherlands | ServiceNow | ServiceNow Incident Management | Incident Management | 2020 | n/a |
In 2020, BDO Nederland implemented ServiceNow Incident Management to centralize incident logging and streamline support workflows, establishing ServiceNow as the organization’s Incident Management application. ServiceNow Incident Management was adopted to serve IT helpdesk and incident registration needs across BDO Nederland’s Netherlands operations and corporate support functions.
The implementation focused on standard incident lifecycle capabilities typical of the Incident Management category, including structured incident intake, automated ticket routing and classification, SLA tracking, escalation workflows, and incident lifecycle reporting. Configuration work included templated intake forms and workflow automation to enforce classification and escalation policies, and linkage to a knowledge base to accelerate resolution and reduce repeat incidents.
ServiceNow is listed among BDO Nederland’s subprocessors together with Microsoft Azure and a range of finance, HR, document management and recruitment systems, reflecting a hosted SaaS footprint within BDO’s vendor ecosystem. Governance for the rollout emphasized centralized incident handling and standardized service management processes, aligning IT support and service desk operations to a single Incident Management platform.
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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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Retail | 32996 | $10.7B | Belgium | ServiceNow | ServiceNow Incident Management | Incident Management | 2019 | n/a |
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Retail | 350 | $60M | Netherlands | ServiceNow | ServiceNow Incident Management | Incident Management | 2021 | n/a |
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Transportation | 5000 | $1.6B | Netherlands | ServiceNow | ServiceNow Incident Management | Incident Management | 2022 | n/a |
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Transportation | 19040 | $3.6B | Netherlands | ServiceNow | ServiceNow Incident Management | Incident Management | 2025 | n/a |
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Utilities | 900 | $300M | Portugal | ServiceNow | ServiceNow Incident Management | Incident Management | 2023 | 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, NN Group, Baxter Healthcare, Kellanova and Colruyt Group are recorded users of
ServiceNow Incident Management for Incident Management.
Companies using ServiceNow Incident Management are most concentrated in Retail, Insurance and Life Sciences, with adoption spanning over 21 industries.
Companies using ServiceNow Incident Management are most concentrated in United States, Netherlands 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 - 28.57%, large organizations with 1,001-10,000 employees - 28.57%, and global enterprises with 10,000+ employees - 42.86%.
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.