Service Management

Service Management (SM) refers to the ServiceNow service management applications you install, such as Facilities Service Management. Each of these applications allow you to manage business functions that require a request-type workflow where requests are approved, qualified, assigned, and completed.

• Activate Service Management
  The Service Management Core plugin is activated automatically when you activate any service management application.
• Service management states
  From creation until closure, SM application requests for work (for example, work orders and facilities requests), and their respective tasks follow a life cycle tracked by the State field in Field Service Management and Facilities Service Management.
• Service Management Core installation reference
  Service Management Core includes several feature plugins. Each of these plugins installs several types of components in support of the service management process.
• Planned Maintenance
  The Planned Maintenance application is not a Service Management application, but it works with Service Management applications to help organizations manage regular preventive maintenance of assets.
• Facilities Service Management
  With the ServiceNow® Facilities Service Management application, you can request changes to the operation and maintenance of your facilities, track these requests, and make the necessary changes.
• Request Management in a Service Management application
  Agents regularly access request records as they resolve requests and correspond with the submitters. They can also access built-in reports to see information like the number of active or unassigned requests for an SM application.