Service transition

This guide provides a general overview of ITIL service transition concepts and how the ServiceNow platform can enable these processes.

Change management

The change management process ensures that standardized methods and procedures are used for efficient and prompt handling of all changes to minimize the impact of change related incidents on service quality. Consequently, change management aims to improve the day-to-day operation of the organization. IT-related changes that may affect one or many customers are tracked with change management. Adding memory to one machine, getting a new server, and installing the latest Windows OS on all PCs are all examples. To find out how the ServiceNow platform implements change management, see Change Management.

Knowledge management

The knowledge management process ensures that important information flows freely throughout the IT organization. Knowledge management keeps the CMDB and knowledge base of an organization up-to-date, and uses a knowledge-centered support approach to reduce repeat incidents and problems. For more information on how the ServiceNow platform implements knowledge management, see Knowledge Management.

Asset management

Asset management enables a process of monitoring processes, organizations, people, information, applications, infrastructure, and financial capital within an organization. This allows the organization to collect accurate records of these business components, making them available for both internal and external auditing processes. To find out how out the ServiceNow platform implements asset management, see Asset Management.

Configuration management

Configuration management provides a logical model of the infrastructure or a service by identifying, controlling, maintaining and verifying the Configuration Items in existence. To find out how the ServiceNow platform implements configuration management, see Configuration Management.

Release management

This discipline of IT service management is the management of all software configuration items within the organization. It is responsible for the management of software development, installation and support of an organization's software products. Software Control & Distribution procedures include the management of the software Configuration Items and their distribution and implementation into a production environment. This involves the definition of a release program suitable for the organization, the definition of how version control is implemented, and the procedures surrounding how software is built, released and audited. To find out how out the ServiceNow platform implements release management, visit Release Management.