ServiceNow ITSM is a comprehensive suite of cloud-based tools designed to manage IT services, infrastructure, and operations. It helps organizations effectively design, deliver, operate, and improve IT services in alignment with business needs.

1. ServiceNow IT Service Management (ITSM) Process
ServiceNow ITSM is a comprehensive suite of cloud-based tools designed to manage IT
services, infrastructure, and operations. It helps organizations effectively design, deliver,
operate, and improve IT services in alignment with business needs. Here is an overview of
the ITSM processes typically managed within ServiceNow:
• Incident Management: Deals with restoring normal service operation as quickly as
possible after an incident, minimizing impact on business operations.
• Problem Management: Focuses on identifying and resolving the root causes of
incidents to prevent recurrence.
• Change Management: Handles the process of managing changes to the IT
infrastructure, ensuring that changes are implemented with minimal disruption to
services.
• Service Catalog Management: Provides a centralized list of services available to
users with associated details and request processes.
• Service Request Management: Deals with handling user requests for various IT
services or access to applications.
• Asset Management: Involves managing the lifecycle of IT assets, including
hardware, software, and related configurations.
• Configuration Management: Maintains a record of the organization's IT assets and
their relationships to each other.
• Knowledge Management: Captures, manages, and shares knowledge across the
organization to improve efficiency and resolve issues faster.
• Service Level Management: Ensures that agreed-upon levels of service are
maintained or improved upon.
• Release Management: Controls the process of rolling out new services or updates
into the production environment.
• Event Management: Monitors events and alerts in the IT infrastructure to identify
significant events and take action if required.
ServiceNow ITSM platform allows organizations to automate and streamline these
processes, providing a unified system for managing IT services efficiently. It offers a user-
friendly interface, workflow automation, reporting, and analytics to enhance operational
effectiveness and improve the overall service delivery experience.
Each process within ServiceNow ITSM typically involves defined workflows, roles,
permissions, and configurations to align with an organization's specific requirements and
best practices in IT service management.