{
  "id": "tool:servicenow",
  "_kind": "Tool",
  "_file": "domain/tools/tools-saas-support.yaml",
  "_cluster": "domain",
  "attributes": {
    "displayName": "ServiceNow",
    "homepageUrl": "https://www.servicenow.com",
    "kind": "other",
    "description": "Enterprise IT service management (ITSM) and workflow automation\nplatform. Provides incident, change, and problem management alongside\nHR service delivery, security operations, and custom app development.\n"
  },
  "outgoingEdges": [
    {
      "from": "tool:servicenow",
      "to": "skill-area:itsm",
      "kind": "tool_used_by",
      "attributes": {}
    },
    {
      "from": "tool:servicenow",
      "to": "skill-area:operations-automation",
      "kind": "tool_used_by",
      "attributes": {}
    },
    {
      "from": "tool:servicenow",
      "to": "skill-area:customer-support",
      "kind": "used_for"
    },
    {
      "from": "tool:servicenow",
      "to": "tool:intercom",
      "kind": "alternative_to",
      "attributes": {
        "comparison": "Customer support — ServiceNow is enterprise ITSM; Intercom is messaging-first"
      }
    }
  ],
  "incomingEdges": [
    {
      "from": "tool:intercom",
      "to": "tool:servicenow",
      "kind": "alternative_to",
      "attributes": {
        "comparison": "Customer support — Intercom is messaging-first; ServiceNow is enterprise ITSM"
      }
    }
  ]
}