ServiceNow IT Service Management (ITSM) solution provides scalable workflows to manage and deliver IT services to your users all through a single cloud-based platform. The ITSM solution can help increase your agents' productivity, resolve issues quickly, and improve user satisfaction. It is mainly used for ticking tools to manage incident, problem, change, request, knowledge, configuration, service portfolio, service level, Asset and service catalogue management.
Click here video: Incident Management Overview
Incident Management :
Incident is an IT related issue. An incident is an unplanned interruption in service or loss of quality.
ServiceNow Incident management application is used by the Employees to track and fix the issues quickly/temporarily.
Incident Management restores normal service operation while minimizing impact to business operations and maintaining quality.
ServiceNow Incident Management supports the incident management process in the following ways:
1. Log incidents in the instance or by sending email.
2. Classify incidents by impact and urgency to prioritize work.
3. Assign to appropriate groups for quick resolution.
4. Escalate as necessary for further investigation.
5. Resolve the incident and notify the user who logged it.
6. Use reports to monitor, track, and analyze service levels and improvement.
Any user can record an incident and track it through the entire incident life cycle until service is restored and the issue is resolved.
Problem Management :
A issue is raised more then once form different users or customers that issue comes under problem. Problem diagnoses the underlying cause of the incidents identified by the Service Desk.
ServiceNow Problem Management application is responsible for managing the life cycle of all problems and to prevent problems and resulting incidents from happening. It also aims at eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented. Resolving a problem includes the activities required to diagnose the root cause of incidents and to determine the resolution for the problem. Problem resolution and elimination of root cause often calls for applying a change to the configuration item in the existing IT environment.
Change Management :
Change is an addition, modification or removal of any authorized, planned, or supported services or service components that could have an effect on IT services.
ServiceNow Change management application is use standard procedures and practice for managing the requests in efficient manner in an effort to minimize the ricks and impact to change can be have on business operations.
Request Management :
ServiceNow Request Management application is the process of managing all types of requests made by end users. ServiceNow organizes non-billable request types in the Service Catalog by their functional category, allowing clients to easily find services.
Knowledge Management :
ServiceNow Knowledge Management application is an out-of-the-box solution for sharing information in knowledge bases for customers, employees, and agents to easily access.This way, you can delegate tasks to different managers and their team members.
Configuration Management :
ServiceNow Configuration Management Database (CMDB) application, build logical representations of assets, services, and the relationships between them that comprise the infrastructure of your organization. Details about these components are stored in the CMDB which you can use to monitor the infrastructure, helping ensure integrity, stability, and continuous service operation.
Use core features such as CMDB Health, CMDB Identification and Reconciliation, and CMDB CI Lifecycle Management to monitor and detect health issues, reconcile data integrity issues, and manage data life cycle.
Service Portfolio Management :
ServiceNow Service Portfolio Management application enables you to improve your IT business operations and meet customer demands by documenting and managing your IT services using a standardized, structured format.
Service Level Management :
ServiceNow Service Level Management (SLM) application helps to gather service requirements as well as monitor and report with regards to agreed service levels (SLAs). SLM can be used across the organization in departments such as HR, Facilities, and IT. Service Level Managers are responsible for negotiating a set of agreements between a service provider and customer that define the scope, quality and speed of the services being provided and ensuring that the agreed service levels are met.
Asset Management :
ServiceNow Asset Management application integrates the physical, technological, contractual, and financial aspects of information technology assets
Catalog Management :
ServiceNow Service Catalog application, create service catalogs that provide your customers with self-service opportunities. Customize portals where your customers can request catalog items such as service and product offerings. You can also standardize request fulfillment to ensure the accuracy and availability of the items in the catalogs.
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