One platform for every team behind the mission.
IT, HR, Finance, Legal, Procurement, and Facilities on one ServiceNow platform, configured for nonprofits and live in weeks. Implemented and supported by Convene, working with nonprofits since 2006.
- Complimentary readiness session
- Live in weeks, not months
- AI built in
Six teams, one platform
One front door for staff. One data model for leadership.
More people to serve. One platform to help.
Nonprofits are reaching more people than ever, and every hour returned to the mission counts.
Bringing mission-critical work onto one platform turns separate spreadsheets, inboxes, and point tools into one connected way of working that grows with you.
- 77%Report rising demand for services
- 50%Say funding needs to stretch further
- $50BTied up each year in disconnected work
- Source: ServiceNow.
The opportunity: more time, and more capacity, for the mission.
One organization. One connected way to serve.
Connected teams
- IT, HR, Finance, Legal, Procurement, and Facilities share one platform
- Staff use one front door for every request
- Requests that cross teams move through one tracked flow
Stronger engagement
- 90% see room to strengthen donor, volunteer, and beneficiary engagement
- Faster responses build trust with the people you serve
Clear visibility
- One data model shows leadership how work flows, where time goes, and what to improve next
- Three in four have an opportunity to bring fragmented or homegrown systems together
Source: ServiceNow.
Six shared services. One platform.
ServiceNow ESM Foundation brings together ITSM Foundation and CBS Foundation, generally available April 9, 2026. AI is built in natively, and go-live takes weeks, not months.
IT
Incident, request, and asset management on ServiceNow's proven ITSM foundation.
HR
Employee cases, onboarding, and HR service delivery in one connected experience.
Finance
Expense, invoice, and budget requests routed and resolved without spreadsheets.
Legal
Contract intake, matter tracking, and legal request routing in a single queue.
Procurement
Vendor and purchase requests tracked end-to-end, with full audit visibility.
Facilities
Space, maintenance, and equipment requests resolved through one shared portal.
New-hire onboarding: one request, four teams.
HR
Offer accepted. Case and checklist created automatically.
IT
Laptop, accounts, and access provisioned.
Facilities
Desk, badge, and parking assigned.
Finance
Payroll and cost center set up.
Day one
The new hire arrives ready to work, with progress visible to all.
AI, built in.
AI does its best work when requests, knowledge, and workflows live on one platform, so every team benefits from the same intelligence.
Deflection
Routine questions answered instantly through Slack, Teams, or the self-service portal, no ticket required.
Routing with context
Requests reach the right team automatically, with full context attached from the first message.
Summarization & drafting
AI drafts responses, summarizes long threads, and prepares case notes so people don't have to.
Knowledge generation
Every resolved case becomes reusable knowledge automatically, without extra authoring work.
- Forrester research
- 41%Case deflection with AI
- 28%Increase in requests fulfilled
- 23%Faster resolutions
- 22%Reduction in admin time
ESM fits whether ServiceNow is new to you or already runs your IT.
Expand what you own
- Reuse your platform, integrations, and governance
- Add departments without adding another vendor
- Simplify by bringing HR, facilities, and legal onto one platform
- Unlock more value from AI you already license
Start focused, scale fast
- Launch with the department that will benefit most
- Stand up a single front door for staff from day one
- Grow into IT and other teams on the same platform
- Build a foundation every team can grow into
Real nonprofits. Real results.
ServiceNow-published outcomes from nonprofit and human services organizations already running the platform.
People have more time to focus on our mission: saving lives.Ralph Medina, UNOS
A unified global IT platform, deployed faster than a standard ITSM implementation.
326 customers served through a new self-service portal launched with ServiceNow.
Source: ServiceNow customer stories. Results reported by ServiceNow, not Convene engagements.
From the first department to the whole organization.
Assess
Map services, tools, priorities, and licensing to build your roadmap and business case.
Design
Define the service catalog, staff experience, and target data model.
Implement
Quick releases, starting with the highest-impact department.
Adopt
Drive usage with change management, training, and knowledge.
Sustain
Managed services that keep the platform healthy, upgraded, and improving.
Why Convene.
The operational platform that lets your organization run like the enterprise it has become, so more of every dollar and every hour goes back to the mission.
Since 2006, Convene has worked with nonprofits and human services organizations. We understand grant compliance, donor and beneficiary data, and board-level reporting.
Every engagement draws on Convene's Nonprofit ESM Accelerator, our library of pre-built configurations, and on AI-governance expertise, so you can deploy agentic AI on donor and beneficiary data responsibly.
- One partner, end to endLicensing, implementation, AI enablement, and managed services from one accountable team.
- Quick time to valuePhased releases that put working services in staff hands early and keep momentum going.
- Globally distributed deliverySenior teams across time zones, sized to your engagement and budget.
- Built for lean teamsDelivery models designed around nonprofit budgets and lean IT teams.
Frequently asked questions.
What is Enterprise Service Management for nonprofits?
Enterprise Service Management applies the service model IT already uses, one catalog, request workflows, service levels, and self-service, to every team that serves staff, including HR, Finance, Legal, Procurement, and Facilities. For a nonprofit, it means one front door for requests and one view of how work gets done.
What is ServiceNow ESM Foundation?
ESM Foundation combines ServiceNow's ITSM Foundation and CBS Foundation into one offering for IT, HR, Finance, Legal, Procurement, and Facilities, with AI built in. It became generally available on April 9, 2026.
We already use ServiceNow for IT. Is ESM a new platform?
No. ESM extends the platform you already run. You reuse your integrations and governance and add departments without adding another vendor.
How long does an ESM implementation take?
ESM Foundation is designed to go live in weeks, not months. Convene starts with the highest-impact department and releases in phases, so staff see working services early.
What happens in an ESM Readiness Session?
It is a complimentary working session. We map your current service landscape and tools, identify the department to start with, and review licensing options and a phased roadmap.
Book a complimentary ESM Readiness Session.
A focused working session with Convene's ServiceNow team. You leave with a clear starting point, whether or not you move forward.
- Map your current service landscape and tools
- Identify the highest-value department to start with
- Review licensing options and a phased roadmap
Prefer to pick a time now? Book a call.
New to ServiceNow? See how nonprofits work with ServiceNow through Convene.
See our nonprofit work