ServiceNow IT Service Management Overview : Nine Key Features of ServiceNow IT Service Management

[BillMartin]

In this article, I will be giving you an overview of the Nine Key ITSM Processes in ServiceNow.

ServiceNow ITSM (Information Technology Service Management) processes are structured workflows designed to manage and streamline various aspects of IT service delivery.

Here's an overview of the Nine key ITSM processes in ServiceNow, let us drill down:

 

1. Incident Management

• Objective: Restore normal service operation as quickly as possible while minimizing impact on the business.
• Process:
  • Incident Reporting: Users report incidents via email, self-service portal, or automated monitoring tools.
  • Incident Logging: Incidents are logged and categorized.
  • Incident Assignment: Incidents are assigned to appropriate support staff or teams.
  • Incident Resolution: Support staff work to resolve the incident, communicating with the user as needed.
  • Closure: Once resolved, the incident is closed, and a resolution is documented.

2. Problem Management

• Objective: Identify and eliminate the root causes of incidents to prevent future occurrences.
• Process:
  • Problem Detection: Problems are identified through trend analysis, incident records, or proactive monitoring.
  • Problem Logging: Problems are recorded and classified.
  • Root Cause Analysis: Investigations are conducted to determine the underlying cause.
  • Workarounds: Temporary solutions may be provided while a permanent fix is developed.
  • Resolution and Closure: Solutions are implemented, and problems are closed.

3. Change Management

• Objective: Ensure changes to the IT environment are made with minimal disruption and risk.
• Process:
  • Change Request: Changes are proposed and submitted for approval.
  • Assessment and Approval: Changes are reviewed for impact, risk, and benefits, and approved by the Change Advisory Board (CAB) or appropriate authority.
  • Planning and Implementation: Changes are planned and scheduled for implementation.
  • Review and Closure: After implementation, the change is reviewed for success and documented.

4. Request Management

• Objective: Efficiently manage service requests from users and ensure they are fulfilled in a timely manner.
• Process:
  • Request Submission: Users submit service requests via the service catalog.
  • Request Fulfillment: Requests are processed and fulfilled according to predefined workflows.
  • Request Closure: Once fulfilled, the request is closed, and the user is notified.

5. Configuration Management

• Objective: Maintain an accurate record of IT assets and their relationships to support other ITSM processes.
• Process:
  • Configuration Item (CI) Identification: CIs are identified, recorded, and classified.
  • Configuration Item Management: Updates and changes to CIs are tracked in the Configuration Management Database (CMDB).
  • CI Relationships: Relationships between CIs are maintained to understand dependencies and impacts.

6. Knowledge Management

• Objective: Create, share, and manage knowledge articles to improve efficiency and provide self-service options.
• Process:
  • Knowledge Article Creation: Articles are created to capture information and solutions.
  • Review and Approval: Articles are reviewed and approved for publication.
  • Knowledge Sharing: Articles are made available to users and support staff.
  • Knowledge Maintenance: Articles are updated and archived as needed.

7. Service Level Management

• Objective: Ensure that IT services are delivered according to agreed-upon service level agreements (SLAs).
• Process:
  • SLA Definition: SLAs are defined and documented.
  • SLA Monitoring: Performance against SLAs is monitored and reported.
  • SLA Review: SLAs are reviewed and adjusted based on performance and changing business needs.

8. IT Operations Management (ITOM)

• Objective: Oversee IT infrastructure and services, ensuring their availability and performance.
• Process:
  • Monitoring: Continuous monitoring of IT systems for performance and availability.
  • Event Management: Handling and responding to events and alerts from monitoring systems.
  • Orchestration: Automating routine tasks and workflows to improve efficiency.

9. Continual Improvement

• Objective: Continuously improve ITSM processes and services to enhance performance and value.
• Process:
  • Assessment: Regularly assess processes and performance metrics.
  • Improvement Planning: Identify areas for improvement and develop action plans.
  • Implementation: Implement changes and improvements.
  • Review: Monitor and review the effectiveness of improvements.

These processes are interlinked and supported by ServiceNow’s automation and integration capabilities, which help ensure that IT services are delivered efficiently and effectively while meeting business needs.

To give you a better picture, I have created this playlist that will uncover how you can fully utilize ServiceNow ITSM

Let us drilldown: ServiceNow ITSM Processes: ITIL ITSM Best Practices

Please mark as helpful if you find the article lucrative

[Nikhil Bajaj9]

Thanks for Sharing. Soon i will appear for ITIL V4 Foundation and CIS- ITSM and this article/ Playlist will help me. 🙂

[BillMartin · Accepted solution]

Thank you, @Nikhil Bajaj9 , for your kind words and appreciation of my content. I'm delighted to share this article with you, as it will support your journey towards becoming CIS-ITSM certified. Wishing you the best of luck in your endeavors!

CIS-ITSM Certification: How to Become Certified Implementation Specialist in ITSM - CIS ITSM

[Nikhil Bajaj9]

Hi Bill,

Thanks, i will look into this Article as well. Thanks again.