5 Underrated ServiceNow Features that Deliver Big Value

When people think about ServiceNow, they often picture ITSM or large enterprise workflows. Yet beneath the surface, there are features that don’t always get the spotlight; however, they can drive huge value if leveraged properly. 

Here are five underrated ServiceNow features you should know about:

1. Employee Center (Even Without HRSD)

• Many assume Employee Center is only for HR, but it’s actually a universal front door for services.
• It can unify IT, Facilities, Legal, and HR into a single experience.
• Big value: one-stop shop for employees = reduced confusion and improved adoption.

2. Investment Funding in Strategic Portfolio Management (SPM)

• Often overshadowed by Demand or Project Management, but funding by product/value stream is a game-changer.
• Enables leaders to shift investments dynamically toward initiatives delivering the most value.
• Big value: helps organizations move from project-based to product-based funding.

3. Automated Test Framework (ATF)

• This one rarely makes it into early rollouts — but it should.
• ATF lets teams automate regression testing during upgrades and deployments.
• Instead of manually retesting forms, flows, and configurations, ServiceNow can do it for you.
• Big value: reduces upgrade risk, accelerates time-to-production, and lowers testing costs.

4. Workspaces

• Users often stick to the classic UI, but Workspaces (like Agent Workspace, Project Workspace, or Strategic Planning Workspace) deliver context-rich, modern experiences.
• Tailored views designed around user roles.
• Big value: better productivity, less time spent jumping between modules.

5. Performance Analytics (Out-of-the-Box KPIs)

• Many companies underuse the pre-configured indicators.
• OOB dashboards can quickly show trends, backlogs, and SLA compliance without heavy setup.
• Big value: decision-making moves from reactive to proactive.

Closing Thought

These features don’t always make the headlines, but they can unlock tremendous value when used strategically. Sometimes the “hidden gems” in ServiceNow deliver more ROI than the big-ticket implementations.