Where to find the documentation?

[jahnavipell]

Hello Learners,

I am new here. May i know where can i find the documentation for all the available features/modules such as Virtual Agent, OnCall scheduling etc., within ServiceNow ITSM?

[Ankur Bawiskar]

@jahnavipell 

go through the ITSM now learning course

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[svirkar420]

Hi @jahnavipell , Yes, Of course you can. you can just simply google what documentation looking for on any search engine and type ServiceNow Docs in front of your query. And anything that has 'www.servicenow.com' domain will lead you there.

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Best Regards,

Saurabh V.

[Ehab Pilloor]

Hi @jahnavipell,

PFA relevant links below:

https://www.servicenow.com/docs/r/it-service-management/itsm-virtual-agent/itsm-virtual-agent.html

https://www.servicenow.com/docs/r/it-service-management/on-call-scheduling/c_OnCallScheduling.html

You can search it in SN docs under ITSM.

Please Accept this response as Solution if it assisted you with your question & Mark this response as Helpful.

Kind Regards,

Ehab Pilloor

[surajsengar]

@jahnavipell - 

For ServiceNow, the best place to find documentation for any feature/module is the official ServiceNow Product Documentation site:

🔗 https://www.servicenow.com/docs/ [servicenow.com], [servicenow.com]

How to find documentation for specific modules

1. Open ServiceNow Docs.
2. Select your release version (Zurich, Australia etc.).
3. Use the search bar to search for the module name, such as:
   • Virtual Agent
   • On-Call Scheduling
   • Incident Management
   • Change Management
   • Problem Management
   • CMDB
   • Service Catalog
   • Knowledge Management

Examples

Virtual Agent

• Documentation landing page: provides activation, configuration, deployment, integrations, analytics, and prebuilt conversation topics. [servicenow.com]

On-Call Scheduling

• Available within ServiceNow documentation and learning resources. ServiceNow also provides walkthroughs showing how to create schedules, rotations, and escalation coverage. [youtube.com]

Additional learning resources

ServiceNow University (Now Learning)

• Official training courses, learning paths, and hands-on labs. [learning.s...icenow.com]
• https://learning.servicenow.com/

ServiceNow Community

• Product discussions, implementation guides, best practices, and real-world examples.
• https://www.servicenow.com/community/

Support Knowledge Base

• Troubleshooting guides, FAQs, and product-specific resource pages. [support.se...icenow.com], [support.se...icenow.com]

If you're new to ITSM

I recommend starting with:

1. Incident Management
2. Service Catalog
3. Knowledge Management
4. Change Management
5. CMDB
6. Virtual Agent
7. On-Call Scheduling

This learning order helps build a solid ITSM foundation before moving into advanced automation and operational features.

Welcome to the ServiceNow community, and happy learning!