Contents IT Service Management Previous Topic Next Topic IT Service Management Subscribe Log in to subscribe to topics and get notified when content changes. ... SAVE AS PDF Selected Topic Topic & Subtopics All Topics in Contents Share IT Service Management Deliver IT Service Management on a single, cloud-based platform. <span>Tips for successful implementation of IT service management (ITSM) on the ServiceNow platform. These tips also apply more broadly to the ServiceNow platform in general.</span> Using guided setup to implement IT Service Management applications IT Service Management guided setup provides a sequence of tasks that help you configure core ITSM applications on your ServiceNow instance. To open ITSM guided setup, navigate to Guided Setup > ITSM Guided Setup. For more information about using the guided setup interface, see Using guided setup. Asset ManagementThe ServiceNow® Asset Management application integrates the physical, technological, contractual, and financial aspects of information technology assets.Contract ManagementManage and track contracts with the ServiceNow® Contract Management application.ProcurementProcurement managers can use the ServiceNow® Procurement application to create purchase orders and to obtain items for fulfilling service catalog requests.Product CatalogThe product catalog is a set of information about individual models. Models are specific versions or various configurations of an asset. Asset managers use the product catalog as a centralized repository for model information. BenchmarksThe ServiceNow® Benchmarks application gives you instant visibility into your key performance indicators (KPIs) and trends, as well as comparative insight relative to industry averages of your peers. You can contrast the performance of your organization with recognized industry standards, view a side-by-side comparison of performance with global benchmarks, and implement recommendations for improved performance. Change ManagementThe ServiceNow® Change Management application provides a systematic approach to control the life cycle of all changes, facilitating beneficial changes to be made with minimum disruption to IT services.Continual Improvement ManagementUse the ServiceNow® Continual Improvement Management (CIM) application to request improvement opportunities, and implement phases and tasks to meet performance goals, track progress, and measure success.Expense LineExpense lines enable you to track costs and represent when a point-in-time expense incurred. Expense lines can be created manually or generated by the scheduled processing of recurring costs.ITSM Virtual AgentImplement ITSM Virtual Agent to support and scale your IT organization by enabling a virtual agent chatbot to perform the less complicated, more common IT requests and incidents. ITSM Virtual Agent liberates your technicians to concentrate on more challenging, demanding user requests and incidents.Walk-up ExperienceWith the ServiceNow® Walk-up Experience you can create and manage an onsite IT walk-up venue where requests and issues are fulfilled and solved by experienced IT technicians in person and in real time. You can configure Walk-up Experience to serve all users in your organization by using an inclusive branding, such as Tech Lounge, Service Center, Genius Bar, and more.Incident Communications ManagementThe ServiceNow® Incident Communications Management application enables organizations to create and manage communications related to major business issues or incidents.Incident ManagementThe goal of Incident Management is to restore normal service operation as quickly as possible, while minimizing impact to business operations and ensuring quality is maintained.On-call schedulingOn-call scheduling provides a way to determine which member of a user group is available to complete a task, for example to find the right person to assign an incident. Problem ManagementServiceNow®Problem Management helps to identify the cause of an error in the IT infrastructure, reported as occurrences of related incidents.Release ManagementThe ServiceNow® Release Management application encompasses the planning, design, build, configuration, and testing of hardware and software releases to create a defined set of release components.Request ManagementAgents 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.Service CatalogWith the ServiceNow® Service Catalog application, create service catalogs that provide your customers with self-service opportunities. Customize portals where your customers can request catalog items such as service and product offerings. You can also standardize request fulfillment to ensure the accuracy and availability of the items in the catalogs.Service DeskThe Now Platform includes a default homepage and the ServiceNow® Service Desk application to provide a basic set of service desk functions.Service Level ManagementThe ServiceNow® Service Level Management (SLM) application helps to gather service requirements as well as monitor and report with regards to agreed service levels (SLAs). SLM can be used across the organization in departments such as HR, Facilities, and IT. Service Level Managers are responsible for negotiating a set of agreements between a service provider and customer that define the scope, quality and speed of the services being provided and ensuring that the agreed service levels are met.Service Portfolio ManagementThe ServiceNow® Service Portfolio Management application addresses three core business needs.Vendor PerformanceThe ServiceNow® Vendor Performance application helps an organization manage, evaluate, and compare the companies that are labeled as vendors in the application.ITSM Performance Analytics SolutionsOut-of-the-box solutions contain pre-configured dashboards that track and analyze key processes and metrics.Related topicsKnowledge Management On this page Send Feedback Previous Topic Next Topic
IT Service Management Deliver IT Service Management on a single, cloud-based platform. <span>Tips for successful implementation of IT service management (ITSM) on the ServiceNow platform. These tips also apply more broadly to the ServiceNow platform in general.</span> Using guided setup to implement IT Service Management applications IT Service Management guided setup provides a sequence of tasks that help you configure core ITSM applications on your ServiceNow instance. To open ITSM guided setup, navigate to Guided Setup > ITSM Guided Setup. For more information about using the guided setup interface, see Using guided setup. Asset ManagementThe ServiceNow® Asset Management application integrates the physical, technological, contractual, and financial aspects of information technology assets.Contract ManagementManage and track contracts with the ServiceNow® Contract Management application.ProcurementProcurement managers can use the ServiceNow® Procurement application to create purchase orders and to obtain items for fulfilling service catalog requests.Product CatalogThe product catalog is a set of information about individual models. Models are specific versions or various configurations of an asset. Asset managers use the product catalog as a centralized repository for model information. BenchmarksThe ServiceNow® Benchmarks application gives you instant visibility into your key performance indicators (KPIs) and trends, as well as comparative insight relative to industry averages of your peers. You can contrast the performance of your organization with recognized industry standards, view a side-by-side comparison of performance with global benchmarks, and implement recommendations for improved performance. Change ManagementThe ServiceNow® Change Management application provides a systematic approach to control the life cycle of all changes, facilitating beneficial changes to be made with minimum disruption to IT services.Continual Improvement ManagementUse the ServiceNow® Continual Improvement Management (CIM) application to request improvement opportunities, and implement phases and tasks to meet performance goals, track progress, and measure success.Expense LineExpense lines enable you to track costs and represent when a point-in-time expense incurred. Expense lines can be created manually or generated by the scheduled processing of recurring costs.ITSM Virtual AgentImplement ITSM Virtual Agent to support and scale your IT organization by enabling a virtual agent chatbot to perform the less complicated, more common IT requests and incidents. ITSM Virtual Agent liberates your technicians to concentrate on more challenging, demanding user requests and incidents.Walk-up ExperienceWith the ServiceNow® Walk-up Experience you can create and manage an onsite IT walk-up venue where requests and issues are fulfilled and solved by experienced IT technicians in person and in real time. You can configure Walk-up Experience to serve all users in your organization by using an inclusive branding, such as Tech Lounge, Service Center, Genius Bar, and more.Incident Communications ManagementThe ServiceNow® Incident Communications Management application enables organizations to create and manage communications related to major business issues or incidents.Incident ManagementThe goal of Incident Management is to restore normal service operation as quickly as possible, while minimizing impact to business operations and ensuring quality is maintained.On-call schedulingOn-call scheduling provides a way to determine which member of a user group is available to complete a task, for example to find the right person to assign an incident. Problem ManagementServiceNow®Problem Management helps to identify the cause of an error in the IT infrastructure, reported as occurrences of related incidents.Release ManagementThe ServiceNow® Release Management application encompasses the planning, design, build, configuration, and testing of hardware and software releases to create a defined set of release components.Request ManagementAgents 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.Service CatalogWith the ServiceNow® Service Catalog application, create service catalogs that provide your customers with self-service opportunities. Customize portals where your customers can request catalog items such as service and product offerings. You can also standardize request fulfillment to ensure the accuracy and availability of the items in the catalogs.Service DeskThe Now Platform includes a default homepage and the ServiceNow® Service Desk application to provide a basic set of service desk functions.Service Level ManagementThe ServiceNow® Service Level Management (SLM) application helps to gather service requirements as well as monitor and report with regards to agreed service levels (SLAs). SLM can be used across the organization in departments such as HR, Facilities, and IT. Service Level Managers are responsible for negotiating a set of agreements between a service provider and customer that define the scope, quality and speed of the services being provided and ensuring that the agreed service levels are met.Service Portfolio ManagementThe ServiceNow® Service Portfolio Management application addresses three core business needs.Vendor PerformanceThe ServiceNow® Vendor Performance application helps an organization manage, evaluate, and compare the companies that are labeled as vendors in the application.ITSM Performance Analytics SolutionsOut-of-the-box solutions contain pre-configured dashboards that track and analyze key processes and metrics.Related topicsKnowledge Management
IT Service Management Deliver IT Service Management on a single, cloud-based platform. <span>Tips for successful implementation of IT service management (ITSM) on the ServiceNow platform. These tips also apply more broadly to the ServiceNow platform in general.</span> Using guided setup to implement IT Service Management applications IT Service Management guided setup provides a sequence of tasks that help you configure core ITSM applications on your ServiceNow instance. To open ITSM guided setup, navigate to Guided Setup > ITSM Guided Setup. For more information about using the guided setup interface, see Using guided setup. Asset ManagementThe ServiceNow® Asset Management application integrates the physical, technological, contractual, and financial aspects of information technology assets.Contract ManagementManage and track contracts with the ServiceNow® Contract Management application.ProcurementProcurement managers can use the ServiceNow® Procurement application to create purchase orders and to obtain items for fulfilling service catalog requests.Product CatalogThe product catalog is a set of information about individual models. Models are specific versions or various configurations of an asset. Asset managers use the product catalog as a centralized repository for model information. BenchmarksThe ServiceNow® Benchmarks application gives you instant visibility into your key performance indicators (KPIs) and trends, as well as comparative insight relative to industry averages of your peers. You can contrast the performance of your organization with recognized industry standards, view a side-by-side comparison of performance with global benchmarks, and implement recommendations for improved performance. Change ManagementThe ServiceNow® Change Management application provides a systematic approach to control the life cycle of all changes, facilitating beneficial changes to be made with minimum disruption to IT services.Continual Improvement ManagementUse the ServiceNow® Continual Improvement Management (CIM) application to request improvement opportunities, and implement phases and tasks to meet performance goals, track progress, and measure success.Expense LineExpense lines enable you to track costs and represent when a point-in-time expense incurred. Expense lines can be created manually or generated by the scheduled processing of recurring costs.ITSM Virtual AgentImplement ITSM Virtual Agent to support and scale your IT organization by enabling a virtual agent chatbot to perform the less complicated, more common IT requests and incidents. ITSM Virtual Agent liberates your technicians to concentrate on more challenging, demanding user requests and incidents.Walk-up ExperienceWith the ServiceNow® Walk-up Experience you can create and manage an onsite IT walk-up venue where requests and issues are fulfilled and solved by experienced IT technicians in person and in real time. You can configure Walk-up Experience to serve all users in your organization by using an inclusive branding, such as Tech Lounge, Service Center, Genius Bar, and more.Incident Communications ManagementThe ServiceNow® Incident Communications Management application enables organizations to create and manage communications related to major business issues or incidents.Incident ManagementThe goal of Incident Management is to restore normal service operation as quickly as possible, while minimizing impact to business operations and ensuring quality is maintained.On-call schedulingOn-call scheduling provides a way to determine which member of a user group is available to complete a task, for example to find the right person to assign an incident. Problem ManagementServiceNow®Problem Management helps to identify the cause of an error in the IT infrastructure, reported as occurrences of related incidents.Release ManagementThe ServiceNow® Release Management application encompasses the planning, design, build, configuration, and testing of hardware and software releases to create a defined set of release components.Request ManagementAgents 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.Service CatalogWith the ServiceNow® Service Catalog application, create service catalogs that provide your customers with self-service opportunities. Customize portals where your customers can request catalog items such as service and product offerings. You can also standardize request fulfillment to ensure the accuracy and availability of the items in the catalogs.Service DeskThe Now Platform includes a default homepage and the ServiceNow® Service Desk application to provide a basic set of service desk functions.Service Level ManagementThe ServiceNow® Service Level Management (SLM) application helps to gather service requirements as well as monitor and report with regards to agreed service levels (SLAs). SLM can be used across the organization in departments such as HR, Facilities, and IT. Service Level Managers are responsible for negotiating a set of agreements between a service provider and customer that define the scope, quality and speed of the services being provided and ensuring that the agreed service levels are met.Service Portfolio ManagementThe ServiceNow® Service Portfolio Management application addresses three core business needs.Vendor PerformanceThe ServiceNow® Vendor Performance application helps an organization manage, evaluate, and compare the companies that are labeled as vendors in the application.ITSM Performance Analytics SolutionsOut-of-the-box solutions contain pre-configured dashboards that track and analyze key processes and metrics.Related topicsKnowledge Management
