List of ServiceNow Incident Management Customers
Santa Clara, 95054, CA,
United States
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.
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!
Apply Filters For Customers
| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
|---|---|---|---|---|---|---|---|---|---|---|---|
 |
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.
|
 |
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.
|
 |
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.
|
 |
|
Transportation | 2294 | $1.3B | United Kingdom | ServiceNow | ServiceNow Incident Management | Incident Management | 2013 | n/a |
|
|
|
|
Healthcare | 500 | $50M | Philippines | ServiceNow | ServiceNow Incident Management | Incident Management | 2013 | n/a |
|
|
|
|
Automotive | 500 | $100M | Belgium | ServiceNow | ServiceNow Incident Management | Incident Management | 2021 | n/a |
|
Buyer Intent: Companies Evaluating ServiceNow Incident Management
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
|---|---|---|---|---|---|---|---|---|
| No data found | ||||||||