Getting creative with ServiceNow

[EliseE]

Hello,

I am new to ServiceNow and want to learn more about how it is used.

What are some creative or atypical ways you've seen ServiceNow be used?

[Harish Bainsla]

Hi @EliseE  Welcome

ServiceNow is a cloud-based platform primarily used for IT service management (ITSM), allowing businesses to manage and automate various IT processes like incident reporting, change management, problem management, and service requests, essentially acting as a centralized system for tracking and resolving IT issues efficiently; for new users, the best way to learn is to start with understanding core modules like Incident, Problem, Change, and Catalog, exploring the user interface, and gradually learning about customization options through the platform's built-in features and documentation. 

But Now they have different modules like ITOM , HRSD , CSM ,HAM etc.

Key points about how ServiceNow is used:

• Ticket Management:

  The core functionality involves creating, assigning, tracking, and resolving tickets related to IT issues (incidents, problems, changes) through a user-friendly interface where users can submit requests and track their progress. 
• Workflow Automation:

  ServiceNow allows setting up automated workflows based on specific conditions, triggering actions like notifications, escalations, and task assignments to streamline processes. 
• Knowledge Base:

  A centralized repository of knowledge articles and solutions to common IT issues, accessible to both users and technicians to self-serve and resolve problems quickly. 
• CMDB (Configuration Management Database):

  A comprehensive database that stores information about all IT assets, their relationships, and configurations, providing a single source of truth for IT management. 
• Service Catalog:

  A self-service portal where users can browse and request IT services like software installations, hardware upgrades, or access to specific applications. 

How to learn ServiceNow:

• Get a Developer Instance:

  Sign up for a free ServiceNow developer instance to experiment with the platform and explore different features. 
• Official Training Courses:

  ServiceNow offers comprehensive online training courses covering basics, administration, development, and specific modules like ITSM, CSM (Customer Service Management), and HR Service Delivery. 
• Community Forums:

  Engage with the ServiceNow community forums to ask questions, share knowledge, and learn from other users. 
• Start with Basic Modules:

  Focus on understanding core modules like Incident, Problem, Change, and Catalog to grasp the fundamental functionalities.

  https://www.servicenow.com/community/knowledge-forum/learning-servicenow-with-0-experience/td-p/2743...

  if my answer helps you mark helpful and accept solution 

[yuvarajkate]

ServiceNow is primarily an IT Service Management (ITSM) platform, but its flexibility has enabled organizations to use it in unique and creative ways beyond its traditional purposes. Here are some atypical and innovative use cases:

1. Event Management for Non-IT Functions

• Example: Managing corporate events like holiday parties, town halls, or training sessions. ServiceNow workflows are used to handle venue bookings, attendee registrations, and catering requests.

2. Employee Onboarding/Offboarding

• Use Case: Automating tasks like creating accounts, assigning hardware, scheduling training, and revoking access during offboarding. ServiceNow ensures a seamless employee lifecycle experience.

3. Facilities and Space Management

• Example: Handling room booking, maintenance requests, and office space allocation. Employees can report broken equipment or request desk moves directly in ServiceNow.

4. Legal Case Management

• Use Case: Legal teams track and manage cases, contracts, and compliance documentation. Automated workflows ensure deadlines are met, and critical actions are logged.

5. Customer Feedback and Sentiment Analysis

• Example: Using the platform to collect customer feedback through surveys and analyze sentiment using AI to improve products and services.

6. Vendor and Supplier Management

• Use Case: Managing vendor performance, contracts, and payments. Dashboards track key metrics like SLA compliance or renewal deadlines.

7. Environmental, Social, and Governance (ESG) Tracking

• Example: Tracking sustainability initiatives, carbon footprint metrics, and corporate social responsibility (CSR) projects. Reports are generated to meet compliance standards.

8. Inventory and Asset Tracking

• Use Case: Beyond IT assets, ServiceNow is used for tracking items like medical equipment in hospitals, manufacturing tools, or even retail stock.

9. Incident Response for Cybersecurity

• Example: Integrating with Security Operations (SecOps) tools for automated threat detection, investigation, and remediation.

10. Community Support Platforms

• Use Case: Cities and municipalities use ServiceNow to handle public service requests like reporting potholes, broken streetlights, or trash pickup delays.

11. Content Publishing Workflows

• Example: Managing the creation, review, and approval of digital content for websites, marketing, or training materials.

12. Healthcare Case and Patient Management

• Use Case: Hospitals use it for managing patient case data, doctor schedules, and equipment availability, improving operational efficiency.

13. University Operations

• Example: Managing student requests like transcript generation, dormitory maintenance, or course enrollment queries.

14. Gamification of Employee Recognition

• Use Case: Building workflows where employees can nominate colleagues for awards or badges, fostering a culture of appreciation.

15. IoT and Smart Building Management

• Example: Integrating with IoT devices to monitor and control lighting, HVAC systems, and energy usage in real-time.

[Dr Atul G- LNG]

Hi @EliseE 

Here are my training video

https://youtu.be/5B6KdUTfbbM

https://youtu.be/Q-vuElWw4xA