ServiceNow Adoption Across Industries
ServiceNow is widely adopted by global companies across financial services, healthcare, manufacturing, retail, tech, and other sectors¹. As of 2024, over 8,400 enterprises, including 85% of the Fortune 500, use ServiceNow¹. These organizations range from mid-sized firms to multinational corporations, typically managed by a dedicated ServiceNow Platform Owner and a team of administrators and developers. Leadership often expects these teams to continuously demonstrate the platform's value². Without sufficient skilled resources, companies risk accumulating a backlog of catalog items awaiting development². For instance, one company’s four-person ServiceNow team struggled with over 500 catalog items, making it difficult to scale efficiently³. Conversely, a well-resourced team, like a regional bank with 500 employees, successfully managed new catalog items without hiring additional specialists⁴.
Below is an overview of how different industries and company sizes use ServiceNow, including estimated service catalog needs and key platform roles in each sector. However, managing a growing backlog of catalog items has remained a persistent challenge for many organizations—until now.
Blueprint AI is specifically designed to eliminate catalog item backlogs by transforming business requirements into fully functional ServiceNow workflows within minutes. By leveraging AI-driven automation, Blueprint AI seamlessly interprets whiteboard sketches or drawings and translates them into production-ready workflows. This eliminates the traditional bottlenecks of manual development, reduces dependency on scarce technical resources, and accelerates service delivery across enterprises. Organizations that adopt Blueprint AI can expect not only rapid backlog clearance but also a transformative shift in how service catalogs are managed, ensuring continuous innovation without operational slowdowns.
Financial Services (Banking & Insurance)
Financial institutions are heavy users of ServiceNow, with dedicated ITSM directors or platform owners leading Centers of Excellence⁵. Compliance, audit trails, and self-service initiatives are key priorities⁶.
Catalog Size: Large banks and insurers often have extensive service catalogs. Some institutions report over 1,400 catalog items, including 1,000 software request items and 400 other services⁷. Mid-sized financial firms typically start with 50–150 catalog items, focusing on IT and HR services⁸.
Key Needs: Large enterprises require hundreds of catalog items covering IT, HR, security, and compliance workflows. Smaller banks often start with password resets, access requests, and equipment orders, expanding over time⁹.
Healthcare & Life Sciences
Healthcare providers and life sciences firms leverage ServiceNow for IT and clinical operations, often under CIO leadership¹⁰.
Catalog Size: Large healthcare networks may have around 1,500 catalog items. Sentara Healthcare built a unified platform with a vast self-service catalog¹¹. Mid-sized organizations typically maintain 100–300 catalog items¹².
Key Needs: Catalogs cover IT support for clinical apps, facilities requests, HR services, and patient support where applicable¹³.
Manufacturing & Logistics
Manufacturers and logistics providers use ServiceNow to streamline IT and operational workflows¹⁴.
Catalog Size: Large enterprises often have several hundred catalog items (300–600) to support IT, equipment maintenance, and logistics operations¹⁵. Mid-sized firms typically start with 50–200 catalog items¹⁶.
Key Needs: Large manufacturers use catalogs for IT requests, production support, safety incident reporting, and logistics tracking¹⁷.
Energy & Utilities
Energy and utility companies integrate ServiceNow to support IT, engineering, and field services¹⁸.
Catalog Size: Some enterprises have accumulated over 1,000 catalog items, but effective catalog management can consolidate these down to a few hundred¹⁹.
Key Needs: Large organizations require IT service management, plant maintenance requests, and regulatory reporting in their catalogs²⁰.
Technology & Telecom
Tech companies and telecom firms heavily depend on ServiceNow for ITSM and operational efficiency²¹.
Catalog Size: Large enterprises may have 500–1,000+ catalog items covering IT, employee support, and operational needs²². Mid-sized firms maintain approximately 100–200 catalog items²³.
Key Needs: Catalogs span IT services, network operations, developer tools, and cloud resource provisioning²⁴.
Structured Catalog Breakdown by Industry
Industry | Large Enterprises (Catalog Items) | Mid-Sized Enterprises (Catalog Items) |
Financial Services | 200–1,000+ | 50–150 |
Healthcare & Life Sciences | 1,000–1,500+ | 100–300 |
Manufacturing & Logistics | 300–600+ | 50–200 |
Energy & Utilities | 1,000+ (before consolidation) | 50–150 |
Technology & Telecom | 500–1,000+ | 100–200 |
Key Takeaways
ServiceNow is central to enterprise service management, with platform owners and administrators responsible for maintaining structured, scalable catalogs. Large institutions tend to accumulate hundreds to thousands of catalog items, while mid-sized companies manage a leaner set of requests. Successful implementations focus on structured categorization, avoiding duplication, and utilizing self-service tools to optimize user experience²⁵.
For organizations struggling with backlog issues, Blueprint Solutions provides an innovative solution to transform catalog management. By leveraging AI automation, Blueprint AI eliminates development bottlenecks, ensuring that catalog requests are turned into live workflows rapidly. This allows businesses to maintain an efficient, well-structured service catalog without overwhelming their ServiceNow teams. If reducing backlog, improving agility, and accelerating service delivery are priorities, adopting Blueprint AI is a great strategic move forward.
References
1, 5, 9, 10. ServiceNow Statistics [2025 Updated]: Revenue, Market Share, Customers & Employee Base, Acquisitions & More. 2. Platform team extension - Cask NX, LLC. 3. Is anyone using Catalog Builder? : r/servicenow - Reddit. 4, 6, 8. Bank in North America & Europe - ServiceNow Success Story | Crossfuze. 7. Tell me about your Service Catalogs! : r/servicenow - Reddit. 11, 13. Sentara Healthcare - ServiceNow - Customer Story. 12. The campus experience transformed with the ... - eCampus News. 14. Knowledge 2022 Las Vegas sessions! — WomenNow. 15, 16, 17. ServiceNow Service Catalog Configuration for a Logistics Enterprise - Case Study. 18, 19, 20. Service catalog migration – a comprehensive guide to transformation (case study) - Sii’s tech blog. 21, 22, 24. Fortune 500 data-focused company saves millions of dollars with Softility’s modern ITSM transformation solutions – Softility Inc. 23. Knowledge 2022 Las Vegas sessions! — WomenNow. 25. Getting your user experience right delivers big business impact - ServiceNow.
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