List of ServiceNow Problem Management Customers
ServiceNow
2225 Lawson Lane,
Santa Clara, 95054, CA,
United States
Santa Clara, 95054, CA,
United States
1 408-501-8550
Professional Services
26293
$11.0B
Since 2010, our global team of researchers has been studying ServiceNow Problem 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 Problem Management 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 Problem Management for IT Service Management include: Sun Life, a Canada based Banking and Financial Services organisation with 31768 employees and revenues of $20.98 billion, Dish Network, a United States based Communications organisation with 13700 employees and revenues of $15.83 billion, Canal Plus, a France based Media organisation with 9800 employees and revenues of $6.08 billion, CIBC US, a United States based Banking and Financial Services organisation with 3500 employees and revenues of $2.44 billion, Damm Corporate, a Spain based Consumer Packaged Goods organisation with 5765 employees and revenues of $2.15 billion and many others.
Contact us if you need a completed and verified list of companies using ServiceNow Problem 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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BCA Portugal | Manufacturing | 1000 | $120M | Portugal | ServiceNow | ServiceNow Problem Management | IT Service Management | 2022 | n/a |
In 2022, BCA Portugal implemented ServiceNow Problem Management as a central element of its IT Service Management capabilities to formalize problem identification and resolution for a manufacturing environment with approximately 1,000 employees. The ServiceNow Problem Management deployment was positioned to operate alongside the organization’s IT operations and service desk functions, providing a structured approach to root cause analysis and known error tracking across production support and engineering teams.
The ServiceNow Problem Management implementation included configuration of problem records, structured RCA workflows, known error database maintenance, and automated problem task orchestration. Workflows were configured to create problem records from recurring incidents, link problem investigations to change tasks, and maintain documentation for mitigation and remediation actions, reflecting standard IT Service Management functional terminology and practices.
Operational integration focused on tight process linkage between ServiceNow Problem Management and the platform’s Incident and Change modules to enable end to end lifecycle management of issues. The rollout emphasized operational coverage of IT operations, service desk, and application support teams, with configuration controls for problem severity, escalation paths, and assignment groups to match manufacturing support structures.
Governance and operationalization were supported by a Senior Identity Engineer role responsible for identity and access management controls, role based access models, and provisioning practices for ServiceNow Problem Management. The program leveraged agile delivery practices, and teams produced training materials and knowledge base content to sustain adoption and maintain consistent problem management workflows across teams.
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Canal Plus | Media | 9800 | $6.1B | France | ServiceNow | ServiceNow Problem Management | IT Service Management | 2014 | n/a |
In 2014, Canal Plus implemented ServiceNow Problem Management as part of a broader ServiceNow IT Service Management deployment to rationalize incident to problem workflows across its IT organization. The engagement targeted ServiceNow Problem Management configuration and integration within the organization to establish structured root cause investigation, known error recording, and linkage from incidents to corrective change activity.
The implementation included configuration of core IT Service Management modules, specifically Incident Management, Problem Management, Change Management, Request Management, CMDB, Asset Management, Service Catalog, Knowledge Management, Service Level Management, and Master Data. Additional scopes deployed included HR Case Management, reporting, password reset capabilities with an ESS Portal, and custom applications to support operational catalog and service request workflows.
Integrations and architecture work were a material part of the engagement, with explicit interfaces built to SSO ADFS for authentication, LDAP for directory synchronization, CTI Avaya for telephony integration, Knowesia, LanDesk, iTop, and WebN2 for third party connectivity, and an ESB for service orchestration. Assets migration from an existing Asset Manager into ServiceNow was executed and the ServiceNow platform was positioned as the central ITSM hub with portal and API level integrations to line of business systems.
Governance and rollout were structured through consultative workshops, demo and fit gap analysis, architecture definition, design, technical team coordination, implementation and go-live, plus documentation including user guides and release workplans. End-user training and administrator coaching were delivered, and process ownership alignment focused on IT service operations and HR Case Management owners to operationalize problem and knowledge workflows within the IT Service Management environment.
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CIBC US | Banking and Financial Services | 3500 | $2.4B | United States | ServiceNow | ServiceNow Problem Management | IT Service Management | 2017 | n/a |
In 2017, CIBC US implemented ServiceNow Problem Management as part of a broader seven module ServiceNow deployment under the Cardinal program. The ServiceNow Problem Management implementation was executed inside CIBC US IT Service Management to support Technology Operations, incident and problem workflows, and to align Problem Management with Change and Configuration processes.
The rollout included ServiceNow modules for Incident Management, Problem Management, Change Management, Configuration Management with CMDB and Asset Management plus Data Archive and Retention, Request Management, Knowledge Management, and Facilities Management. ServiceNow Problem Management was configured through formal business requirements gathering and gap analysis, with workflows designed to integrate problem records with incident escalations, change tickets, root cause analysis, and knowledge articles.
Technical and operational integrations were led alongside broader infrastructure work, including the merging of Active Directory and Office 365 estates and the migration of identity and access management and CBUSA Geneva data into CIBC. Project activities referenced direct vendor interactions and coordination with Microsoft, ServiceNow, and HPS, and the implementation targeted Technology Operations teams and the Problem, Incident, Change, Configuration, Knowledge, and Facilities stakeholder groups across CIBC US and CIBC enterprise operations, with communication channels into Toronto, Chicago, and New York.
Governance and rollout controls emphasized compliance with enterprise gating and risk assessment processes, including Architecture reviews, Governance, Security Threat Risk Assessment, and Operational Gating and Risk Management. The program employed SDLC PMLC and PMBoK methodologies, reported regularly to executive management for financial tracking and vendor oversight, and embedded risk assessment and reporting into release gating and operational acceptance workflows.
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Consumer Packaged Goods | 5765 | $2.1B | Spain | ServiceNow | ServiceNow Problem Management | IT Service Management | 2018 | n/a |
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Communications | 13700 | $15.8B | United States | ServiceNow | ServiceNow Problem Management | IT Service Management | 2023 | n/a |
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Transportation | 2294 | $1.3B | United Kingdom | ServiceNow | ServiceNow Problem Management | IT Service Management | 2013 | n/a |
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Professional Services | 1300 | $700M | Canada | ServiceNow | ServiceNow Problem Management | IT Service Management | 2016 | n/a |
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Banking and Financial Services | 31768 | $21.0B | Canada | ServiceNow | ServiceNow Problem Management | IT Service Management | 2020 | n/a |
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Life Sciences | 1800 | $500M | Ireland | ServiceNow | ServiceNow Problem Management | IT Service Management | 2023 | n/a |
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Showing 1 to 9 of 9 entries
Buyer Intent: Companies Evaluating ServiceNow Problem Management
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| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
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FAQ - APPS RUN THE WORLD ServiceNow Problem Management Coverage
ServiceNow Problem Management is a IT Service Management solution from ServiceNow.
Companies worldwide use ServiceNow Problem Management, from small firms to large enterprises across 21+ industries.
Organizations such as Sun Life, Dish Network, Canal Plus, CIBC US and Damm Corporate are recorded users of
ServiceNow Problem Management for IT Service Management.
Companies using ServiceNow Problem Management are most concentrated in Banking and Financial Services, Communications and Media, with adoption spanning over 21 industries.
Companies using ServiceNow Problem Management are most concentrated in Canada, United States and France, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of ServiceNow Problem Management across Americas, EMEA, and APAC.
Companies using ServiceNow Problem Management range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 11.11%, large organizations with 1,001-10,000 employees - 66.67%, and global enterprises with 10,000+ employees - 22.22%.
Customers of ServiceNow Problem 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 Problem Management 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.