ITSM: Enhanced Operational Efficiency and Service Desk Automation

ITSM(Information Technology Service Management): 

ITSM, a framework encompassing workflows and tools, facilitates the optimal development, delivery, and management of IT services. Through an ITSM platform like ServiceNow, organizations handle incidents, problems, changes, knowledge, Service catalogue, integrating these processes seamlessly. 


  • Incident Management :

    Typically, incident management works closely with the service desk, which acts as the single point of contact for any user contacting IT. Events that cause disruptions to regular operations, like a user's computer breaking down, a VPN connection issue, or a printer jamming, are referred to as incidents.  

    These are unforeseen events for which the service provider must provide support in order to return functionality to normal. 

  • Problem Management :

    A problem can be defined by ITIL as the fundamental cause of one or more incidents. Things like a broken mouse at a user's desk might not be a sign of trouble. On the other hand, even though they happen frequently, events like interrupted network outages encourage a problem investigation. 

  • Change Management :

    Change Management on ServiceNow is a module or process within the platform that focuses on the planning, approval, implementation, and tracking of changes to IT infrastructure and services in a controlled and coordinated manner. 

  • Knowledge Management :

    The Knowledge Management module or process is to efficiently support decision-making, problem-solving, and service delivery by gathering, organizing, sharing, and utilizing knowledge.  

  • Service Catalogue :

    A centralized catalog of services that an organization offers that users can browse, request, and complete using self-service features is called the Service Catalog on ServiceNow. The Service catalogue is organized into categories and subcategories to help users navigate and find the services easily. Catalog Items have user-friendly forms for making requests.
  • Request fulfillment :

    Through the self-service portal, users can submit requests for IT services, products, or items through the Request Fulfillment process on ServiceNow. Once a service request is submitted, ServiceNow facilitates the fulfillment process, automatically provisioning the requested service or routing the request to the appropriate team or service provider for fulfillment. Request fulfillment may involve notifications to users regarding the status of their requests, service level agreements (SLAs), and approval workflows. 

  • Service Portal : 

    Users can easily navigate the Service Portal in ServiceNow by using a web browser. Customers can request services without requiring manual assistance from IT staff because they can access the Service Portal from any internet-connected device. 

What makes ITSM necessary? 

For many organizations, ServiceNow is a vital tool because it is a robust platform that provides a plethora of services. 


  • Streamlined Workflow/Enhanced Process Flow: The primary objective of ServiceNow is to streamline business processes by automating tasks and workflows. Higher productivity and lower operating costs are the outcomes of this efficiency. 

  • IT service Management: ServiceNow is renowned for its ITSM capabilities, providing tools for managing IT services, incidents, problems, changes, and assets.It assists IT departments throughout providing their users with high-quality service. 

  • Orchestration and Automation: ServiceNow offers the chance to integrate and automate a range of tasks and processes, reducing errors and the need for human involvement. This automation enhances the accuracy and efficiency of service delivery. 

  • Management of Services Throughout Departments: ServiceNow can be utilized for service management in a variety of departments, including facilities, HR, finance, and legal, in addition to IT. This makes it possible for the entire company to deliver services using a single strategy. 

  • Integration Proficiency: Easy integration exists between ServiceNow and other enterprise systems, such as CRM, ERP, and monitoring tools. This integration ensures data consistency across the organization, which facilitates better decision-making. 

  • Service Portal & Asset Management:  ServiceNow offers employees a user-friendly service portal where they can submit requests for assistance, report issues, and access knowledge articles. It also has strong asset management capabilities that let businesses effectively track and manage their software and hardware assets.  


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