ServiceNow: What European buyers should know

We often work with clients who choose Matrix42 to replace their current ServiceNow setup - or have selected Matrix42 over ServiceNow for their existing Service Management solution. We put together the best bits we have seen to simplify your buying process.

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ServiceNow - a Cloud-based platform from the US

ServiceNow is a cloud-based platform that provides IT service management, IT operations management, and business workflow automation for enterprise organizations.

The platform centralizes service delivery across IT, HR, customer service, and other departments. ServiceNow's core modules include incident management, change management, asset management, and service catalog functionality. The platform uses a configuration-based approach, allowing organizations to customize workflows to their needs.

ServiceNow operates on a subscription model with different licensing tiers based on organizational needs. The platform integrates with various third-party systems through APIs and pre-built connectors. Organizations typically deploy ServiceNow for enterprise-scale IT service management, though the platform has expanded to include capabilities for business process automation across multiple departments.

The ServiceNow trademark is owned by ServiceNow, Inc..

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Gartner Peer Insights ratings

ServiceNow received ratings across Gartner Peer Insights 2025 categories that reflect its enterprise positioning.

The platform scores 4.5 for overall rating, 4.1 for ease of evaluation and contracting, 4.2 for integration and deployment, and 4.3 for service and support. The range for scores is 1 to 5.

These ratings represent feedback from organizations operating ServiceNow in various enterprise contexts.

Ratings as of November 2025

European buyers should consider specific aspects

Putting it all together for a busy reader

	Matrix42	ServiceNow
Headquarters	✅ Frankfurt, Germany Matrix42 operates under EU corporate law and jurisdiction	Santa Clara, California, USA
Deployment Model	✅ Multiple On-premises, private cloud, managed cloud, and SaaS options	Preferably ServiceNow-managed Cloud
Data location control	✅ Data can reside entirely on customer-controlled infrastructure with on-premises deployment	In the preferred deployment model, data resides in AWS or Azure data centers (EU regions available); some data types may be processed globally.
Legal Framework for Data Access	✅ EU-based company subject primarily to EU law; on-premises deployment eliminates third-party data access vectors	Subject to US CLOUD Act, FISA, and potential US government data requests regardless of the data center location
AI Model selection	✅ Can integrate customer-chosen AI models; on-premises deployment enables use of customer's own AI infrastructure or preferred providers	ServiceNow uses a mix of its own models (Now LLM) and partner models (Azure OpenAI, Microsoft). Customers cannot bring their own LLMs.
AI Provider Jurisdiction	✅ Can select EU-based AI providers or keep AI processing within EU jurisdiction entirely	AI processing follows ServiceNow’s US corporate jurisdiction, while Azure OpenAI processing jurisdiction depends on the region selected (EU region is available).

Some topics come up more often than another. Here are them, and our recommendations to approaching them.

Deployment model

ServiceNow operates preferably as a cloud-only platform. Organizations with on-premise requirements, hybrid deployment needs, or specific infrastructure mandates should evaluate alignment with their IT strategy and regulatory obligations.

Data sovereignty considerations

European organizations should examine data storage locations, data processing frameworks, and cross-border data transfer mechanisms to ensure compliance with regional data protection regulations and organizational data governance requirements.

EU AI regulatory landscape

According to ServiceNow, Now Assist is designed to keep user data safe and secure. Organizations that need to consider the deeper implications of EU AI Act should assess how the platform's AI features align with the regulation's requirements for transparency, documentation, and risk classification. European buyers should verify AI processing locations and data handling practices.

Implementation scope and timeline

ServiceNow deployments can require significant investment and implementation time. The company offers Accelerator packages and industry-specific solutions that may reduce time to value. Organizations should evaluate project timelines, internal resource requirements, and the total cost of achieving operational readiness.

User adoption patterns

The feature set selected may affect user adoption rates. Organizations should consider change management requirements, training needs, and the time required for users to become proficient with the platform.

Matrix42 is invaluable for customers in many ways

Deployment flexibility

Organizations value the ability to select cloud, on-premise, or hybrid deployment model from Matrix42 that align with their compliance requirements, data sovereignty obligations, and existing IT infrastructure.

European data and AI compliance

Organizations operating under European regulations appreciate Matrix42's European data center locations and AI processing that aligns with regional sovereignty requirements and emerging AI regulations.

Implementation efficiency

Customers have appreciated fast time-to-value from Matrix42, with implementation timelines that allow organizations to achieve operational readiness more quickly and with less disruption to ongoing operations.

Pricing clarity and value

Matrix42 customers appreciate transparent pricing structures and predictable cost models that simplify budget planning and demonstrate clear value for the investment.

Integrated endpoint management

Customers value the unified approach of Matrix42 in connecting service management with endpoint management capabilities, enabling service desk teams to resolve issues through integrated asset visibility and remote management.

Analytics capabilities

Organizations have found value in the platform's analytics and dashboard features from Matrix42 that provide visibility into service performance, asset utilization, and operational metrics.

European market proximity

Customers appreciate direct access to Matrix42 decision-makers, local support teams, and a vendor with deep understanding of European market requirements and regulatory contexts.

Your Cloud, Your Choice

The public cloud isn’t for everyone, especially if you need to keep your data on-premises or in your home country. With Matrix42 you can choose the hosting model that suits you best —giving you all the benefits of cloud with as much flexibility, control and data sovereignty as you need.

3 ways to deploy your Matrix42 software

Matrix42 Cloud

The perfect solution if you need systems and data to stay within your home country. We partner with a trusted cloud infrastructure provider in your country to host your Matrix42 solution, and we manage the software for you on a SaaS basis.

Matrix42 Private Cloud

An ideal model if you need to keep your data in a specific data center, but don’t want to manage the software yourself. You choose the data centre and manage the contract, and we manage the Matrix42 solution for you on a SaaS basis.

Matrix42 On-Premises

Ideal for organizations that need to manage and operate software entirely in-house. You deploy your Matrix42 solution on-premises, and manage it yourself with expert support from us, giving you full autonomy and control.

AI Empowering Every Role in the Organization

Matrix42 Intelligence brings AI to every role in your organization - on your terms - driving efficiency, control, and a superior service experience.

AI Your Way

AI-native Enterprise Service Management

Unify IT, HR, Finance and Facilities services, and even more under one intelligent platform that orchestrates service delivery across your entire enterprise ecosystem.

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IT Service Management

AI-powered IT Service Management that offers a quick start with key processes and scales with your demands.

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HR Service Management

Enterprise Service Management

Powerful Service Management with out-of-the-box processes that let you go beyond IT.

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Trusted by Industry Leaders

Organizations across sectors rely on Matrix42 to transform their service delivery and drive digital transformation.

Finland's largest inland city deploys ESM across 9 municipalities. Consolidated 500+ applications serving 340,000 residents across 9 municipalities.

City of Tampere

University implements ESM for IT and beyond. Knowledge-based management improved, organizational barriers broken down, cross-unit cooperation enhanced.

University of Eastern Finland

National airport operator manages contracts across 20 airports. Manages 20 airports nationwide with automated contract lifecycle management. Milestone alerts enable timely procurement planning and service pricing signals for budgeting.

Finavia

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