SERVICE NOW:

• Clear expectations on service levels and service availability

• Risk-free implementation of IT changes
• Better transparency into IT processes and services.
What is ServiceNow?
• ServiceNow is a cloud-based platform that provides digital workflow automation and IT service management (ITSM)
solutions. The platform is designed to help organizations manage their IT infrastructure, operations, and customer
service processes more efficiently and effectively.
• ServiceNow offers a range of modules and applications that can be customized to meet the specific needs of different
industries and organizations. Some of the key modules include ITSM, IT Operations Management (ITOM), IT Business
Management (ITBM), and Customer Service Management (CSM).
• ServiceNow is widely used by organizations in different industries, including healthcare, financial services,
telecommunications, and government. The platform has gained popularity due to its ease of use, scalability, and
flexibility in meeting the evolving needs of businesses.
 What is IT service management (ITSM)?
•IT service management (ITSM) is the process of designing, delivering, managing, and improving the IT services
an organization provides to its end users.
• ITSM is focused on Maximize the business value and aligning IT processes and services with business
objectives to help an organization grow.
•Benefits of efficient ITSM processes?
•irrespective of the size of business, every organization is involved in IT service management in some way. ITSM
ensures that incidents, service requests, problems,changes, and IT assets in addition to other aspects of IT
services are managed in a streamlined way.
•IT teams in your organization can employ various workflows and best practices in ITSM, as outlined in ITIL.
•Effective ITSM processes can have positive effects on an IT organization's overall function.
•Here are the 10 key benefits of ITSM:
•Lower costs for IT operations
•Higher returns on IT investments
•Minimal service outages
•Ability to establish well-defined, repeatable, and manageable IT processes
•Efficient analysis of IT problems to reduce repeat incidents
•Improved efficiency of IT help desk teams
•Well-defined roles and responsibilities
• Service strategy
• this stage forms the foundation or the framework of an organization's ITSM process building. It involves
defining the services that the organization will offer, strategically planning processes, and recognizing and
developing the required assets to keep processes moving. Service strategy for any organization includes
the following aspects:
• Strategy management
• Assessing the organization's market, offerings, and competition, and developing a strategy for IT services.
• Service portfolio management
• Managing the service catalog to ensure it has the right IT services, within the defined level of investment,
to cater to customers.
• Financial management
• Managing the organization's budget, accounts, and bills.
• Demand and capacity management
• Understanding and anticipating the demand for the defined IT services, and ensuring that the organization
has the capacity to meet customers' demands and needs. 
• Business relationship management
• Identifying the needs of end users, ensuring that the right services are developed to meet their
requirements, to maintain a positive relationship with customers.
• This stage's main aim is planning and designing the IT services the organization offers to meet business demands. It
involves creating and designing new services as well as assessing current services and making relevant
improvements. There are several elements to IT service design:
• Design coordination
• Managing designs to ensure that the newly designed or modified services, information systems, technology, and
metrics are consistent and effective.
• Service catalogue management
• Creating and maintaining a service catalog that provides all information pertaining to the organization's IT
offerings, their present status, and interdependencies.
• Risk management
• Identifying potential risks caused by IT service processes, recording them with their impact and plausible
workarounds.
• Service level management
• Defining service-level agreements based on discussions with the customers, to ensue that services are designed
based on them.
• Capacity management
• Analyzing the capacity of the offered IT services and ensuring that they suffice to meet the expected and agreed
service-level targets.
• Availability management
• Managing all aspects of the availability of IT services.
• SERVICE OPEARTION:
• Objectives of this Phase:
• Deliver service operations effectively and efficiently as per the agreed terms.
• Build and maintain business satisfaction in IT through delivery of services.
• Minimize the impact to the business caused by an outage of services.
• Optimize service costs and improve the quality of service.
• To maintain the services and to ensure that the services operate as they were designed to.

• PROCESSES:
• Incident Management
• Problem Management
• Event Management
• Request Fulfillment
• Access Management

• Incident Management:
• An incident is raised when:
• There is an interruption to the IT service
• The quality of the IT service is degraded
• A component that supports delivering a service fails, even though there is no impact to the IT service.
• What is an incident?
• An incident is a single event where one of your organization’s services isn’t performing as desired. This
also includes internal services. For instance, a broken printer, or a PC that doesn’t boot properly.
• Incident Management:
• An incident is raised when:
• There is an interruption to the IT service.
• The quality of the IT service is degraded.
• A component that supports delivering a service fails, even though there is no impact to the IT service.
• OBJECTIVES:
• Primary objective is to restore the normal service operation as quickly as possible and minimize the
adverse impact on business operations.
• Ensure that standardized methods and procedures are used for effective and prompt response, analysis,
documentation, efficient management and reporting of incidents.
• Increase visibility and communication of incidents to business and IT support staff.
• Maintain user satisfaction by maintaining the quality of IT services.
• Align incident management activities and priorities with the business strategy.
• Servicenow is a cloud based ITSM platform which supports IT service
management and automates common business process in the organization.
• It is SAAS
• It is PAAS