ITSM is more than incident queues; it’s a product your employees use daily. With App Engine and Flow Designer, convert tribal knowledge into reusable actions, simplify request fulfillment, and enrich change workflows with automated checks. Standardize intake fields, build decision subflows for routing, and encapsulate integrations to CMDB, monitoring, or collaboration tools in spokes. Analysts highlight ServiceNow’s leadership in AI and low‑code, which complements these playbooks as you add intelligence (classification, summarization) to flows over time. The outcome is visible in the metrics that matter: reduced handoffs, clearer SLAs, and a service portal that feels consistent across teams. Keep your eye on reuse—each subflow you publish is one less bespoke script to maintain.