ServiceNow Service Management (2024)

FAQs

What is service management in ServiceNow? ›

Service Management (SM) refers to the ServiceNow service management applications you install, such as Facilities Service Management. Each of these applications allow you to manage business functions that require a request-type workflow where requests are approved, qualified, assigned, and completed.

ServiceNow managed services cover consulting and technical activities related to the platform, including advisory, implementation, and support.

They each play a defined role. For example, ServiceNow CSM is about building customer loyalty, while ITSM focuses on managing and delivering IT services to business users. As such, companies should carefully evaluate each module before choosing an implementation route.

Information Technology Service Management (ITSM) is a set of workflows and tools for optimally developing, delivering and managing IT services. ITSM is used to handle incidents, service requests, problems and changes – all of which are typically linked through an ITSM platform such as ServiceNow.

While IT teams focus on managing and maintaining technology infrastructure, ITSM teams are specifically dedicated to optimizing and delivering efficient IT services to meet organizational needs and user expectations.

For those familiar with Agile methodologies, the difference between ITSM and ITIL is akin to the one between Agile and Scrum. While ITSM (or Agile) is a methodology, ITIL (or Scrum) is a framework for implementing that methodology. The connection between the two is strong; ITIL was created with ITSM in mind.

ServiceNow is a cloud-based workflow automation platform that enables enterprise organizations to improve operational efficiencies by streamlining and automating routine work tasks.

ServiceNow is used to set up systems that define, manage, automate and structure IT services for companies. At a very simple level, think of it as a tool that allows you to raise and track tickets as well as process and catalogue regular IT service requests.

The ServiceNow® Field Service Management application helps organizations to manage work tasks performed on location. Match tasks to agents based on skills, geographic territory assignments, and available inventory.

CSM systems allow you to create workflows that route tasks directly to middle office, back office, or field teams, bypassing the contact center when necessary, to increase efficiency.

Can ServiceNow be a CRM? ›

ServiceNow is an enterprise-level CRM platform focused on IT service management (ITSM) and IT operations management (ITOM). It helps organizations automate and simplify their IT processes, making it easier to manage incidents, problems, changes, and service requests.

CSM software can help you predict and prevent churn. Like Gainsight, which uses your data to monitor customer health and quality of interactions actively. This can help you respond proactively, and foresee aversions or product challenges your users may face.

The ITIL service lifecycle is a powerful tool for improving IT service management and aligning IT services with business goals. The ITIL service lifecycle comprises five stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

What is ServiceNow ITSM? Like all ServiceNow solutions, ITSM (IT Service Management) is a cloud-based, mobile-first solution that enables organizations to manage and track digital workflows within a unified, robust platform.

ServiceNow ITSM does ticketing right. And then it does so much more. Take your ticketing solutions further, and see just how digital transformation can lead your business into a brighter digital future.

What is service management? In the business world, the term service management covers all measures that focus on the customer. This includes customer communication, customer service itself, the services offered to customers before or as post-sales support, and the “management” of all these services themselves.

Service Management focuses on providing value to the customer and also on the customer relationship. Service Management provides a framework to structure IT-related activities and the interactions of IT technical personnel with customers and clients.

Examples include incident management, problem management, change management and configuration management.