Hi @Abdul Basit1 ,
1. IT Service Management (ITSM)
This is the core suite for IT operations, service desks, and incident management.
Key Modules:
Incident Management – Logging and resolving incidents.
Problem Management – Root cause analysis of recurring incidents.
Change Management – Managing IT changes in a controlled way.
Request Management – Users request services or items.
Service Catalog – Interface for users to make service requests.
Knowledge Management – Documentation and FAQs.
Service Level Management (SLM) – SLA tracking.
Configuration Management (CMDB) – Tracks infrastructure and relationships.
⚙️ 2. IT Operations Management (ITOM)
For managing and monitoring the health of infrastructure and services.
Key Modules:
Discovery – Automatically identifies assets (servers, software, etc.).
Service Mapping – Maps services and their dependencies.
Event Management – Correlates alerts into actionable events.
Operational Intelligence – AI/ML for detecting anomalies.
Cloud Management – Cloud provisioning and orchestration.
🔐 3. IT Asset Management (ITAM)
Manages hardware and software assets.
Key Modules:
🛡️ 4. Governance, Risk, and Compliance (GRC)
For enterprise risk, policy, and compliance management.
Key Modules:
Policy and Compliance
Risk Management
Audit Management
Vendor Risk Management
🧑💼 5. Customer Service Management (CSM)
Helps external-facing support teams manage customer requests.
Key Modules:
Case Management
Customer Portal
Virtual Agent
Entitlements & SLAs
Communities
🧑🤝🧑 6. HR Service Delivery (HRSD)
Used by HR departments to manage employee requests.
Key Modules:
🧱 7. Creator Workflows / App Engine
Custom application development on the Now Platform.
Key Features:
App Engine Studio
Flow Designer – No-code automation.
IntegrationHub – Connect to external systems.
Tables, Forms, Business Rules
🧠 8. AI & Automation (part of Now Platform)
Helps automate repetitive tasks and decisions.
Includes:
Virtual Agent
Predictive Intelligence
Decision Builder
Process Optimization
📊 9. Performance Analytics & Reporting
Dashboards, KPIs, and real-time reporting.
🏢 10. Project Portfolio Management (PPM)
Managing large initiatives, programs, and portfolios.
Key Modules:
Demand Management
Project Management
Resource Management
Timecard Management
🏭 11. Security Operations (SecOps)
For security incident response and vulnerability management.
Key Modules:
Thanks
Arun Manoj
