If you miss any content, please leave it as a comment and I will add it to this article.
| Table of Contents |
My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.
For this reason, I have decided to handle such topics in individual community articles like this one instead.
What is IT Service Management?
ServiceNow IT Service Management (ITSM) is a comprehensive, cloud-based solution designed to streamline and enhance IT service delivery across organizations. It consolidates legacy tools onto a single platform, enabling improved employee experiences and digital transformation. The ITSM solution incorporates key features such as incident management, problem management, change management, and request fulfillment, all powered by artificial intelligence and machine learning capabilities. By automating routine tasks and providing self-service options, ServiceNow ITSM can boost IT productivity by up to 30% while reducing incident volume. The platform offers real-time analytics and reporting for data-driven decision-making, and its modular structure allows for flexible adaptation to organizational needs. With its focus on enhancing service experiences, increasing operational efficiency, and providing actionable insights, ServiceNow ITSM helps organizations deliver high-quality IT services, resolve issues quickly, and drive innovation across the enterprise.
Entry point to the official product information pages
Entry point to the official product documentation
Product process diagrams in Visio format for Incident Management, Problem Management, Change Management Service Catalog & Request
What is IT Service Management?
More detailed explanation
Trainings & Courses
IT Service Management Fundamentals
This course focuses on the lifecycle and process steps for Service Catalog, Request Management, Incident Management, Problem Management, and Change Management. Supplemental information on Configuration Management (including Common Service Data Model) and Knowledge Management, and how they are used to support the ITSM applications listed above, is also provided.
IT Service Management Implementation
This course is designed to align with common and practical implementation scenarios and challenges when configuring a ServiceNow instance for implementation using a low-code or no-code methodology. Its primary objective is to produce IT professionals adept at efficiently managing IT services and delivering exceptional customer experiences.
IT Service Management Simulator
This simulator focuses on the lifecycle and process steps for Service Catalog, Request Management, Incident Management, Problem Management, and Change Management.
Articles & Blog Posts
tbd
Videos & Podcasts
tbd
Now Assist
Now Assist for ITSM is ServiceNow's generative AI-powered application that enhances existing AI capabilities to improve IT service management. It integrates AI directly into IT support workflows, streamlining processes and boosting productivity for both end-users and agents. Key features include chat summarization, incident summarization, and resolution note generation, which help reduce manual work and accelerate issue resolution. Now Assist for ITSM leverages ServiceNow's proprietary large language model (Now LLM) to understand user intent, synthesize knowledge from platform data, and generate contextualized responses. This leads to faster resolution times, improved self-service experiences, and more efficient knowledge management. The solution is designed to enhance employee satisfaction, optimize IT operations, and lower the total cost of ownership while maintaining high levels of data privacy and security.
Entry point to the official product documentation
Provides implementation steps to achieve a prescribed set of product outcomes for Now Assist for ITSM.
This success pack supports Now Assist for IT Service Management (ITSM) . Use this application to summarize the incident information, generate incident resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and incident context so that they can propose quicker resolutions to your requesters.
Trainings & Courses
Now Assist for IT Service Management (ITSM) Essentials
The Now Assist for IT Service Management Essentials course introduces learners to ServiceNow's powerful AI-driven tool, Now Assist, specifically designed to enhance IT Service Management (ITSM) processes. This course provides an in-depth understanding of how Now Assist integrates with the ServiceNow platform to streamline and automate service requests, incident management, problem resolution, and other key ITSM functions.
Videos
2023-12-20 by ServiceNow Community
Learn about Now Assist for ITSM - our Generative AI Offering
Join our product experts as they provide an overview of the new Now Assist for ITSM features and functionality. Learn how IT Service Management is weaving large language models into the fabric of our existing products and supporting your business outcomes. We will cover products like Employee Center, Virtual Agent and Service Operations Workspace.
2024-03-26 by ServiceNow Community
Implement in 15 - Now Assist for ITSM
In this video, Gokul Nair & Scott Gamble will take you through how to implement a number of Now Assist for ITSM features in less than 15 minutes. This video contains an overview of the Now Assist features, a full implementation demo, and a demonstration of the implemented features.
2024-04-18 by ServiceNow Community
Learn how YOU can leverage Gen AI with Now Assist for ITSM
You won't want to miss this opportunity to learn how ServiceNow is leveraging Gen AI with Now Assist for ITSM. We'll deep dive into the challenges we are solving, and who we're solving for. You'll get to see a live demo of the product and get a sneak peek at what's to come. This session is for anyone interested in Generative AI and how it's transforming ITSM.
2024-10-23 by ServiceNow Community
How Now Assist for ITSM will Supercharge your IT Service Management
Eager to streamline operations and boost productivity effortlessly? Join our ServiceNow experts as they guide you through harnessing the full potential of Now Assist for ITSM. Discover how to enhance user satisfaction for both requestors and fulfillers with expert insights and practical strategies.
2024-10-25 by ServiceNow Community
Introducing Now Assist for ITSM
Now Assist for ITSM is our generative AI-powered application that enhances our existing industry-leading AI capabilities – which in combination, elevate the employee experience and accelerate productivity within IT to the next level.
Incident Management
An Incident is defined as an unplanned interruption to a service or reduction in the quality of a service.
Incidents can include failures or degradation of services reported by users, technical staff, third-party suppliers and partners, or automatically from monitoring tools. The purpose of the incident management process is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Incident management is responsible for managing the lifecycle of all incidents. A temporary workaround to restore service is all that is required in many cases to complete the process.
Entry point to the official product information pages
Entry point to the official product documentation
Provides detailed guidance on the way that ServiceNow intends the process to-be, for Incident Management and Major Incident Management(MIM).
Product process diagrams in Visio format for Incident Management, Problem Management, Change Management, Service Catalog & Request
Detailed explanation
Articles & Blog Posts
2022-07-19 by @Juan Osorio
Incident Management Best Practice
Sharing some Incident Management Best Practices...
2022-10-02 by @Chris Shakespea
How to configure incident management to align with CSDM; a leading practice guide
ServiceNow has made several changes to how incidents integrate with CSDM. This lays the foundations for Service Portfolio Management, Digital Portfolio Management, and the ability to tie Events to Business Services. Ensuring first line agents capture and record incidents so that they align with CSDM will reduce data entry time and maximize the capabilities of ServiceNow platform.
2022-10- 26 by @Chris Shakespea
How to achieve actionable information from a self-service Incident Management record producer
Customers often ask us how to build a robust self-service incident creation capability that will reduce call volume to the IT Help Desk and speed incident resolution. To address this, we are sharing 5 leading practices that our most successful customers use to drive self service adoption without sacrificing speedy triage and resolution of incidents.
2023-05-25 by @Chris Shakespea
Incident Management Categorization
Although every organization is different, there are several points of prescriptive guidance when advising customers on configuring categories.
2023-10-13 by @Chris Shakespea
Incident Management made easy, a guide to getting you started on a baseline implementation
Are you starting off with ServiceNow Incident Management and wondering how to get going, or had it for a little while and wondering if you have ticked all the right boxes? It can be hard understanding what is necessary and what sequence of steps you should follow to get to a baseline implementation. To help with this I’ve put together an Incident Management Recommended Implementation Sequence.
Videos & Podcasts
2021-05-15 by AAspenNow Solutions
Incident Overview in ServiceNow
Incident Overview in ServiceNow
2022-07-09 by cobuman
ServiceNow Incident Management, Service Desk/Help Desk Ticketing System
Mini crash course.
Troubleshooting
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Major Incident Management
A major incident (MI) is an incident that results in a significant disruption to the business and demands a response beyond the routine incident management process. Major incidents are managed as a sub process occurring within Incident Management where the impact of the incident is considered to have a particularly strong impact on the business such that additional activities must be undertaken to ensure the impact is reduced or removed as quickly as possible. Major incidents are coordinated by a single individual (Incident Manager) who will manage the situation through to resolution. The Incident Manager can use incident tasks to allow multiple support groups and users to work on the resolution concurrently. Incident Managers use the Major Incident Workbench to communicate regular updates on the progress of the incident through the lifecycle. When the incident has been resolved, the Incident Manager can conduct a review of the incident and any follow-up activities
Entry point to the official product documentation
Provides detailed guidance on the way that ServiceNow intends the process to-be, for Incident Management and Major Incident Management.
Trainings & Courses
Major Incident Management Fundamentals
This course teaches users how to leverage ServiceNow Major Incident Management to increase employee productivity and minimize disruption to end users by ensuring business continuity with streamlined service restoration and communication activities.
Major Incident Management Implementation
Explore the key components of Major Incident Management in the ServiceNow platform. Activate and configure the MIM application to fit your business needs, which will prepare your organization to resolve a major incident quickly and efficiently.
Articles & Blog Posts
2021-05-13 by Sascha Sobolev
Do you need to require an additional field for Incident resolution but are not sure how to edit the Major Incident workbench Resolve button to account for this? If so, you are at the right place, and I hope this helps you!
2023-12-04 by @Chris Shakespea
Managing Outages within a Service Management Enviroment
An IT outage is when computer systems or networks stop working correctly, often due to hardware issues, software glitches, or other unforeseen events. This disruption can lead to downtime, impacting productivity and business operations. To minimize such issues having a well established process for managing outages is essential.
Videos & Podcasts
2020-04-09 by chad corriveau
Major Incident Management with ServiceNow
Prioritize service issues and ID root cause faster.
2025-04-29 by ServiceNow Community
Maximize Service Operations Workspace with Major Incident Management & On-call Scheduling Products
IT leaders, agents, and admins all are involved with ensuring their organization's services are resilient, in which Service Operations Workspace offers 2 compelling products that helps ensure that. Attend this webinar to learn all about their plethora of features, outcomes they deliver, and a live demo of them in action.
Troubleshooting
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Problem Management
ServiceNow Problem Management makes it possible to identify the root cause of an issue that is affecting your services and can help you prevent issues from happening in the first place. With a structured workflow for diagnosing root causes and fixing problems, ServiceNow empowers you to eliminate recurring incidents and minimize the impact of unexpected disruptions. Allow problem managers to easily document workarounds and solutions, so IT teams can focus and get more done. With a consolidated view of the incidents and related changes, IT can deliver faster responses and solutions.
Entry point to the official product information pages
Entry point to the official product documentation
Summarized overview in one PDF file
Provides detailed guidance on the way that ServiceNow intends the process to-be, for Problem Management.
Detailed explanation
Articles & Blog Posts
2022-07-15 by @Juan Osorio
Take Problem Mgmt to the next level
This gives an overview of how you can take Problem Mgmt to the next level by handing off to the Continual Improvement Process in ServiceNow.
2022-11-15 by @Chris Shakespea
Problem Management and 10 steps to making it successful
Videos & Podcasts
2023-06-20 by @Technomonk
Unleashing the Power of ServiceNow Problem Management: Resolving Root Causes for Good
Problem Management is a crucial aspect of IT Service Management (ITSM) that focuses on identifying and resolving the root causes of recurring incidents to prevent future occurrences. In this video, we will delve into the key concepts, process, benefits, and best practices of Problem Management, along with the tools and automation available, particularly in the context of the popular ITSM platform, ServiceNow.
2024-04-04 by @Technomonk
Master ServiceNow Problem Management: Tips & Tricks for Success!
Unlock the full potential of Servicenow problem management with our comprehensive guide. Dive deep into the world of IT Service Management (ITSM) and discover how to leverage ServiceNow to streamline your problem management processes. This video is packed with actionable tips and tricks that will help you master problem management, improve your IT services, and boost your productivity. Whether you're new to Servicenow or looking to enhance your existing skills, this video is your ultimate resource for achieving ITSM excellence. Join us as we explore best practices, insider insights, and practical strategies to transform your IT department with Servicenow.
2024-10-21 by ServiceNow Community
ServiceNow Highlights for Problem Management in Service Operations Workspace
Discover the new enhancements for Problem Management for Service Operations Workspace (SOW) provided in version 5.0 and 6.0 of SOW. Join us to see the adaptation of Problem Management into SOW, providing full lifecycle management for Problem teams. We will share the latest enhancements and explain the dependencies to allow you to experience the latest features and functionality.
Change Management
ServiceNow is pioneering the way forward when it comes to change modernization. Change teams are modernizing to serve a more mature dev community without compromising the stability and governance mandates of their respective organizations. Stacking features from ServiceNow like Change Success Score, Change Approval Policies, Risk Intelligence, Conflict Detection and Multimodal Change creates an environment where every change lifecycle is matched with absolute precision and artificial change barriers are eliminated. ServiceNow Change Management also lets you automate approvals for low-risk changes to drive greater process efficiency. For complex changes, the Change Advisory Board (CAB) Workbench serves as a single destination to automatically plan schedule and run CAB meetings efficiently.
Entry point to the official product information pages
Entry point to the official product documentation
Summarized overview in one PDF file
Provides detailed guidance on the way that ServiceNow intends the process to-be, for Change Management.
From a People, Process, Data/Analytics and Technology perspective the typical insights and risks that may be faced during an implementation along with recommended solutions and mitigation options.
How change managers become change enablers
More detailed explanation
Articles & Blog Posts
2023-09-15 by ServiceNow Spectaculars
Standard Vs Normal Vs Emergency Changes
Change management supports the three types of service changes ITIL describes: standard, emergency, and normal. The change type determines which state model is invoked and the change process that must be followed.
2023-12-08 by @arya6
Normal Changes - how do they work?
Ever wondered how Change Requests progress from one state to another, how Change Approval Policies are processed in Flow? - If the answer to either is yes, you are in the right place!
Videos & Podcasts
2020-12-02 by ServiceNow Community
Turbocharge: Incident, Problem and Change
The 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. Also, powered by platform native AI, you can quickly accelerate technology changes and view recommended actions for incoming tickets or requests and drive self-service and automation through enterprise chatbot technology. The NOW Platform also provides users access to ITSM via mobile or web-portal interfaces.
2021-07-04 by Learn N Grow together with Atul G
CAB Workbench || Step by Step Creation and Execution
Learn CAB Workbench step by Step
2021-11-17 by GlideFast Consulting
Change managers can use the Change models feature to conveniently tailor change activities and flows for specific use cases. This feature is an extension to the existing IT Infrastructure Library (ITIL) OOB Change types and workflows. You can use it to transit to fit-for-purpose models and ServiceNow®Flow Designer without compromising on existing capabilities
2022-03-05 by ServiceNow Community
How Change Management Leverages CSDM
In this discussion and demo, Greg Morrison and Mark Bodman address how Change Management leverages CSDM to improve the Change Management process.
2022-05-30 by Justin Meadows
CAB Meetings in ServiceNow with CAB Workbench
Change Advisory Board (or CAB) meetings can run like magic using the CAB meeting and CAB Workbench functionality in ServiceNow. In this video I show how to manage the preparation for a CAB meeting and then show a side-by-side meeting in progress for both the CAB Manager and a CAB Attendee.
2022-06-18 by Learn N Grow together with Atul G
2023-03-06 by Justin Meadows
New Change Request Experience in Utah's Service Operations Workspace
In this video I show the new Change Request experience in Service Operations Workspace available in the ServiceNow Utah release. Rather than a form with fields to fill out, this new experience brings an improved look and feel as well as some useful features with regards to scope, scheduling and task management. I start with a look at the Change Request feature in Tokyo and then you'll see my actual reaction to viewing the new Utah features for the first time while recording.
2023-03-09 by snowexpertrohit
Change Management in ServiceNow with Workflow
The ServiceNow Change Management application provides a systematic approach to control the life cycle of all changes, facilitating beneficial changes to be made with minimum disruption to IT services.
2023-03-15 by ServiceNow Community
How to automate change approvals
Change Approval Policies are a key feature to help automate your change approval decisions based on data. This session will provide an overview of some of the key features and how to use them.
2023-03-20 by Justin Meadows
Advanced Security for Change Models
Change Models in ServiceNow are how we differentiate between different change types (i.e., Normal, Emergency and Standard). In Utah we have a new feature when checking the ADVANCED SECURITY checkbox on a change model. Instead of listing USER CRITERIA for only AVAILABLE FOR, you can now specify user criteria for NOT available for. In this video I show the new related list plus how to create user criteria should you not have any already configured.
2023-04-08 by Learn N Grow together with Atul G
Explore Utah || Change Management via Service Operation Workspace
2023-04-28 by AllServiceNow Learning
How to modify a Risk Assessment
2023-06-08 by Justin Meadows
How to Update the Change Form in the CAB Workbench
A YouTube viewer left a comment asking how to add Impacted Services to the change form on the CAB Workbench. I had no idea so I started exploring. Watch this video if you'd like to see how to update the CAB Workbench form layout and for an even EASIER way to get to multiple views right from the workbench
2023-10-24 by ServiceNow Community
Modernize change management with Service Operations Workspace
Learn about change management in Service Operations Workspace including the end to end lifecycle of a change. The session will include a detailed walkthrough of the capabilities and possible configurations. Participants will be able to ask questions and provide feedback.
2023-11-22 by ServiceNow Community
Next Generation Change Enablement
Learn how our advanced, intelligent Change Management capabilities enable customers to transform and enable modern Change. Growing demands to increase change velocity and handle high volumes of small incremental changes are exposing the weaknesses in legacy change management implementations.
2023-12-15 by ServiceNow Community
Change Management in Service Operations Workspace
Change management in Service Operations Workspace not only modernizes, but also accelerates change management with an elevated, data-driven, and simplified experience. Learn how the dynamic overview page can reduce the clutter in change forms and render contextual information based on state. Also, see how this modern experience is more intuitive and helps focus users on the “jobs-to-be-done.”
2024-05-16 by Ofer Asif
ServiceNow Unauthorized Change Detection of Configuration Items
An overview of ServiceNow's unauthorized change detection capability, with an emphasis on the service mapping dependency.
2024-12-13 by The Power of ServiceNow
Change Management in ServiceNow
This video is part of our "love your licensing" series, to showcase a demo of the out-of-the-box workflow for change management. Change management is included in ITSM and CSM licensing, however this video is targeted more towards change within ITSM.
2025-03-31 by ServiceNow Community
Change Models: From 0 to 1 to fit-for-purpose change
Join us for this Academy session where our product team will share their recommendations on how customers should think about migrating to use change models from change types and discuss the next steps to mature with change models and get the most value from ITSM's modern change capabilities.
2025-09-17 by ServiceNow Community
Change Scheduling & Conflict Detection
Join us to dive into the change scheduling (e.g., blackout windows, maintenance windows) and conflict detection capabilities within Change Management. In this session we'll share what's possible today, give a glimpse of what's coming, and get your feedback on where we should go for the future.
Troubleshooting
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