IT Service Management (ITSM) in ServiceNow

Success Problem

What is IT Service Management (ITSM)? Classification of IT Services ITSM is a concept that involves delivery of IT services to customers and users. The lifecycle of IT services starts with strategy and continues through design, transition, and operation. Once in operation, continual service improvement is critical not only to the ongoing health of IT services, but also to support the changing, expanding, and simplification of business processes.


Building a successful ITSM program based on connected workflows often starts with these three key areas: Operate, Maintain, and Improve Operate: Define Organization structure to support service delivery with dedicated resources responsible for managing tasks. Allow catalog items to be requested, Approved, and fulfilled based on predefined workflows. Maintain: Restore normal service operation while minimizing impact to business operations and maintaining quality. Identify the cause of an error in the IT infrastructure, reported as occurrences of related incidents. Identify and assigned clear responsibilities for process owners and stakeholders Improve: Provide a systematic approach to control the life cycle of all changes facilitating beneficial changes to be made with minimum disruption to IT services. Allow change requests to be created, managed, and closed.


Understanding each of the components within the process architecture and how they relate to each other is critical as you implement IT Service Management and mature your environment. The diagram below provides one view of how the ITSM processes can be aligned to support each other. It is not the only view, but different use cases connect these processes in different ways to accomplish the same end goals. Operate: Service catalog: Services that are operational and available for use. Request: New Service product is requested, approved, and delivered Maintain: Incident: Incidents are reported and resolved Problem: Problems as a result of multiple incidents are eliminated Improve: Change: Addition of a services is identified and approved ITSM Applications: ITSM is a very broad concept supported by many processes. In this course, we focus on five ServiceNow applications that support ITSM processes: Service Catalog: The Service Catalog application is used to create service catalogs that provide customers with self-service opportunities. Request Management: Request Management allows catalog items to be requested and fulfilled based on defined flows. Service Catalog is the starting point of the request management process. Incident Management: Incident Management allows incident records to be created, managed, resolved, and closed. Problem Management: Problem Management is used to capture problems and track workarounds, root causes, and solutions. Change Management: Change Management application provides a systematic approach to control the life cycle of all changes. We learned about the following topics: • How ITSM is defined in ServiceNow • One-way ITSM processes can be aligned to support the operation, maintenance, and improvement of IT Services



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