Servicenow ticketing tool

1. Describe ServiceNow ticketing tool? Riding on the back of one of the fastest growing tech-SaaS markets, ServiceNow has become a major player in the enterprise software arena making digital transformation easier. So much so, that outside software-as - a-service (SaaS), they have almost developed a niche of their own, called platform-as - a- service (PaaS). The business reported subscription sales of $585.3 million in Q2-2018, reflecting a year- on-year increase of 45 per cent. The tech giants expect to end 2018 with annual sales of around $2.8 billion. Why should we opt ServiceNow? The aggressive strategy of the company has seen it expand beyond its core ITSM solution and integrate, under a common platform, ITOM, HR service management, customer service and IT business administration. ServiceNow has since become one of the most robust business software solutions available today. It will streamline your service delivery, track your infrastructure and align other departments to improve efficiency with your overall business objectives. ServiceNow expands ITSM's benefits to nearly every aspect of your company. This will increase the devices and services ' availability and visibility. It can automate your its boring activities so they can spend more time contributing to your core company instead of putting out fires. It can also help to enhance and streamline procedures such as on-boarding and assistance when combined with other departments such as HR and customer service. For more info Servicenow Course Online How does ServiceNow ticketing work at ServiceNow? Value ServiceNow: ServiceNow ticketing systems will save you tons of time, energy, and resources to fix daily IT problems. A comprehensive IT service management system, based on the ITIL service delivery model, is at the heart of ServiceNow ticketing. This is what servicenow tool is used for. You can divide its functions into three different stages, namely Reporting a problem, Handling a problem, and Resolving a problem. Let's go into depth on the 3 stages. Stage 1: Reporting Problems:

2. ServiceNow gives the users / employees several ways of reporting an issue using Omni-channel contact models. We can call a service desk, use the chat app, and E-mail the issue or use the service database or service portal to build an incident themselves in ServiceNow. Using powerful analytics and machine learning techniques, ServiceNow can also indicate malfunction of any service / device on its own when set up properly. Learn more skills from Servicenow Developer Training Stage 2: Handling Problems: Once you identify the ' incident' issue, then given priority based on its business effect and urgency. Next, the problem is forwarded to a support employee who can resolve the problem. Using artificial intelligence (AI), ServiceNow will route issues automatically to employees who are ideally suited to managing a specific type of issue. You can also check its status while the issue is being handled, and monitor its progress in real time. Stage 3: Resolving Problems: IT management systems often rely on a break-fix operating model. It is similar to placing a band-aid on a broken leg. Things are different at ServiceNow. Once a problem has been fixed, it must be closed with all relevant details (i.e. type of repair, time taken to repair, adding relevant information to the Knowledge Base, etc.) In the event that a problem remains unresolved, the guidelines for escalation come into play. They are also tracked by the built-in Service Level Agreement (SLA) function of the ServiceNow app, which ensures that support never goes far off. Types of Tickets ServiceNow For handling the problems quickly, you need to be able to distinguish between the various types of issues that occur. That's why ServiceNow categorizes problems using the following: 1)Incident management: Generally, we use incident management for unplanned or abrupt interruptions or drops in service delivery or IT quality. 2) Crisis management: It is like an emergency management big brother, crisis management works on getting to the root cause of the problems. Normally you can reserve this for serious malfunctions, needing a long-term repair. 3) Request Management: Typically use this for smaller requests when users demand IT support.

3. 4) Change Management: It is used when you need to make some major changes to the IT infrastructure, such as changing a legacy program. Get Skills from Servicenow Certification How to handle ServiceNow Incident Tickets? If you are working for a major company, the number of tickets will inevitably come up against an exponential increase. In this situation, you'll need to take responsibility for managing them all. New Incident > Assignment > Work in Progress> Pending > Resolved / Closed / Cancelled. This is lifecycle of a new incident. Here, we will instruct you on how to handle the ticket in ServiceNow during its life cycle. To handle an incident ticket under the ServiceNow ticketing System, you can simply go through the following points shown below: Create a new incident ticket: To create a new incident ticket, simply follow the points listed below to get through the entire process without any hustle: Select the' Incident' tab on the left sidebar and click' Print New.' Fill in all columns accordingly. Tap on' Load and Exit' or' download' button in the header bar below the ServiceNow ticketing fields for the vendor. Moving the ticket to' Assigned' State: Please take a look at the following points to get this process done: Pick the correct' Assignment Category' and specifically' Assigned to.' Fill in all information needed. Click on' Save and Leave' or' Reset' Note: Always change the state of the incident to be allocated. Get more from Servicenow Training Moving the ticket to' Work in Progress ' Level: You should add these points below to make this job done: simply change the level of the accident to the state of' Work in Progress.' Tap Save and Remove, or press Save. Record tasks performed in the segment ' Additional Remarks' before the incident remains in this state. Moving a ticket to' Pending' Status: For achieving this change the state of the incident to' Pending' and update the section of comments with the reason. Changing a ticket to' Resolved' State: You will have to follow the instructions given in this section: change the state of the incident to' Resolved.'

4. Enter the correct and relevant details in the Sections ' Resolution Notes' and' Resolution Code.' Click' Save and Exit ' button. Moving a ticket to' Closed' State: It is an automatic mechanism where resolved tickets transfer after 24 hours to the closed state. Changing a ticket to' Cancel' status: You may need to change the condition of the incident to' Cancel' and then press' Save and Exit.' In this way the ServiceNow ticketing Program can accommodate an Incident Ticket. Besides this, you also get a lot of additional options like adding the configuration object, watch list etc. Such additional services to assist with the handling of incident tickets can be found clearly in the ServiceNow support manual. Here we presented all the important details concerning ServiceNow and its ServiceNow ticketing Program. Before you head on with it you can quickly get through it to grasp it more profoundly. Benefits of ServiceNow: An outdated ITSM system is more than a mere source of frustration. It is a liability. Yet organizations can put off the task of transitioning to a more modern one due to disruption and downtime concerns. Several key benefits make it a worthwhile investment to move to a new ITSM system such as ServiceNow: Greater visibility of the service problems and solutions available. The opportunity to automate repetitive support operations, thereby allowing IT staff to concentrate on more complicated issues. An ongoing development cycle, ensuring that capabilities keep pace with ever more complicated technology needs. Conclusion: In this blog I mentioned about ServiceNow ticketing tool and how it functions. You can learn more about ServiceNow ticketing tools and other tools from Servicenow Online Training