ServiceNow IT Service Management tool (ITSM)

ComputerCarriage > Posts > Howto > ServiceNow IT Service Management tool (ITSM)
servicenow

1. Introduction

ServiceNow (SNOW) is IT Service Management tool (ITSM), It’s a software platform which support ITSM framework based on ITIL (Information technology Infrastructure library) service delivery model. SNOW ticketing tools is a robust IT service management framework and provider of specific IT solutions. The biggest benefit of your organization adopting to SNOW for its integration capabilities.
ServiceNow is a cloud-based software, which provide software as a service (SaaS) for technical management support. It is specialized in IT services management (ITSM), IT operations management (ITOM) and IT business management (ITBM). Based on our expert team experience on ITSM tool SNOW is consider is the best one to fulfil all your IT requirement.

2. ITSM as tool

ITSM as tool includes many packages as listed below and more.

  • Incident Management
  • Problem Management
  • Change and Release Management
  • Service Request Management
  • Mobile Agent
  • Mobile Onboarding
  • Agent Workspace
  • Service Owner Workspace
  • Vendor Manager Workspace
  • Knowledge Management
  • Enterprise onboarding and transitions

Out of this Key package which are used by Support industries are Incident, Request, Change and Problem Management packages. We can quickly summarize the key packages in detail.

3. Incident Management

Incidents are created by users by different contact channels with IT through web or mobile self‑service and virtual agents based on the regional language requirement by the customer. Tickets are automatically assigned to their respective group based on the customization on the tool to provide faster resolution. MIM (Major Incident Management) are handled in separate link to provide rapid resolution by bringing all the Technical SME’s and Business stake holders together to resolve the issues.

Benefits of Incident Management packages

Providing faster resolution by using single platform for IM process and self-service portal and Chatbots are used to drive lower ticket volume.

4. Service Request Management

In Organization End-user use the Self-Service portal with published service catalog for their requirement, which includes automated workflow like approval and assigning to the respective support group with predefined Service level agreements. The automated status update will be triggered to their Email.

Benefits of SR Packages

End-User service quality improved by removing manual tasks and fulfilment delays with automated workflows and approval process.
User Satisfaction by keeping them informed with status updates and notifications about their request through automated email process.

5. Change and Release Management

CM package supports End-to-End lifecycle control for all the changes performed in IT operations. It helps on facilitating the changes with minimal and major disruption to the IT service by documentation, approval, implementation and validation. The Changes are differentiated as Normal, Standard, Expedite and Emergency based on disruption to the IT service.

Benefits of CM Package

Automated Change approvals for the minor changes without taking formal change approval process based on customization of End-User
Reduce risk and improving governance by managing the Change conflicts and take control on release management process.

6. Problem Management

PM package supports on minimizing the business impact of service disruptions and reduces future disruption based on ITIL process. Designed to create problem tickets for P1 and P2 incidents automatically to their respective assignment group. Create Ptask for RCA followed with review and approval process

Benefits of PM Package

Rapid restoration of service by publishing workaround and known errors for support engineers and end-users.
Proactive analyzing to reduce the IT service disruption with performance trend and configuration

Refer ServiceNow site for more information — https://www.servicenow.com/

Free cloud courses to try in Linux academy with community subscription — https://computercarriage.com/2020/07/01/free-cloud-courses-linuxacademy/

Terraform infrastructure provisioning — https://computercarriage.com/2020/09/07/terraform-infrastructure-provisioning/

Leave a Reply