ServiceNow ITSM Tools: A Comprehensive Guide For 2021

Ajay Ohri


If you find it a tough task to handle all the service requests and if you feel that you are still stuck with processing the service requests manually, then it is time that you start using ServiceNow ITSM. ServiceNow is a single system that records details on the cloud server to solve all the bottlenecks that you may be facing internally in your organization.

Five main ServiceNow ITSM concepts

Let us now discuss the main Servicenow ITSM services in detail.

  1. Incident Management
  2. Problem Management
  3. Change Management
  4. Knowledge Management
  5. ServiceNow Tools Demo

1. Incident Management

An incident in ServiceNow is when the user faces a problem and wishes to connect with the support team. The first thing that he needs to do is to record all these details in the user form. An incident is nothing but an issue that the user or multiple users report, which gets documents under a unique record ID. Here are the steps that go in the process of recording the incident management.

  • Step 1 is the Classification of the problem, which could be because of the software, hardware, or the network. It could also be caused by the combination.
  • Step 2 is Priorities, where the incident that is reported is handled based on its priority level. Priority is decided based on the impact of the incident on the company and its level of urgency. The priority is divided into critical, high, moderate, low, and planning. 

You do not have to solve the incident but also avoid the incidents that are related. You need to work to reduce the incident volume. This is possible only by identifying the underlying problem. And here is where problem management comes into the picture.

2. Problem Management

Problem management is about finding out what the root cause of any problem is. The analysis is done to understand ways to reduce or mitigate the incident. Like for example, if there are many incidents that are related to email, then a root cause analysis is done to identify it.

  • Step 1 is to identify and then log the issue, which can be done manually by the IT personnel or by creating an incident record.
  • Step 2 is to investigate and update on the problem, which can be through communication on email.
  • Step 3 is to resolve the problem. Once the problem is solved then, any related incident also gets resolved by itself.

Once the problem gets identified, then the issue that is causing the problem needs fixing. This brings us to change management.

3. Change management

Change management involves the complete lifecycle of the changes that are proposed and the changes that are reflected. Once the incident is reported, a root analysis is performed. A change request is created based on the situation. The change task is then planned, and after it gets completed, the associated problem and incident is resolved or closed.

The change requests are classified under standard and emergency. The standard change request needs a written approval and has a set of procedures in place. In case of an emergency change, a verbal intimation is enough.

It is important to have a file repository that covers the queries that were previously supported and the articles that may be useful to run the platform. This is where Knowledge management plays a key role.

4. Knowledge Management

The knowledge base at ServiceNow contains FAQs, articles, and topics on troubleshooting. There are several contents available with information across various categories. The manager or the owner can add the articles. The entitled contributors can also add information here. The rights are also given to the admin to contribute articles to the Knowledge base.

5. ServiceNow Tools Demo

If you are clear with the concept of ServiceNow ITSM, then let us move to explore the ServiceNow ITSM tools list demo. Here we will walk you through the lifecycle starting from the incident and then carrying out the root cause analysis, which helps to avoid such problems in the future. Change requests that are needed to resolve the incident and solve the problem are also crucial to know. The problem can be exported in the form of an article in the knowledge base.

  • Step1 is to create the incident. The incident is created in the ServiceNow platform. The record will contain the organizational impact and its effect on the business.
  • Step 2 is to create the Problem and carry out the root cause analysis. After understanding the dependency, a problem task is created and then assigned to the particular user.
  • Step 3 is to create the Change Requests. The problems have been identified, and the assignee now takes a call on whether the change request is required for problem resolution.
  • Step 4 is to close the incident. This happens when the change request form is closed or completed, and the problem is resolved.
  • Step 5 is to import the problem into the Knowledge Base. It is possible to extract the information from the form directly, and this can then be added to the knowledge base in order to offer support in case the same issue arises in the future.


In this article, we have discussed the ServiceNow ITSM tools exploring the domain depth of the information technology service management or ITSM. You are now aware of how the ITSM gets implemented in the ServiceNow platform.

If you are looking for an extensive course in Cloud Computing, then the 5.5-month online Postgraduate Certificate Program In Cloud Computing offered by Jigsaw Academy can be of help. This program helps interested learners become complete Cloud professionals.



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