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Improving Your Incident Management with ServiceNow’s Ticketing Tool

Business executive explaining ServiceNow Incident Management

For two decades, ServiceNow has been playing a significant role in the transformation of enterprise software, and it keeps innovating as the world of technology changes. ServiceNow is one of the information technology companies with the quickest growth, going beyond platform and software services with its ticketing tool, which can handle a variety of time-consuming activities for the company.

ServiceNow Ticketing Tool

How ServiceNow Ticketing Tool Works

The time, money, and effort spent on resolving recurring IT issues can be reduced by implementing a good ticketing system. The ServiceNow ticketing system is powered by a robust IT service management architecture built on an ITIL service delivery paradigm. Three main steps make up this system: reporting an issue, managing the issue, and fixing the issue.

Step One: Filing a Report

ServiceNow provides multiple options for employees and users to report issues and request resolution through its omni-channel communication models. These options include:

  • Contacting the service desk
  • Utilizing the chat function
  • Submitting a report via email
  • Creating an incident through the service portal or catalog

With the integration of predictive analytics and machine learning, issues can be reported from any device or service.

Step Two: Addressing the Problem

Addressing each issue involves three crucial steps: assessment, assignment, and investigation. Upon reporting of an issue, it is evaluated based on its urgency and potential impact. Once the assessment is complete, the issue is assigned to a support team member for resolution. With the aid of artificial intelligence, ServiceNow can route the issue to the most appropriate department for prompt resolution. During the investigation, employees can monitor the status of the ticket and stay informed of the resolution progress in real-time.

Step Three: Closing the Ticket

Many legacy IT management systems lack a closing process, leading to a disjointed operation. ServiceNow’s ticketing system ensures that each case is properly closed with detailed notes, including the type of fix, time to resolution, and any follow-up instructions. In case an issue continues to remain unresolved, ServiceNow has a built-in escalation process, which includes close monitoring, alerts, and reminders to prevent a breach of Service Level Agreement (SLA). ServiceNow’s SLA feature oversees all processes to ensure that support is always readily available.

Categorizing Incidents with ServiceNow

Organizing incidents by type is a crucial aspect of any IT best practice. ServiceNow takes it to the next level by categorizing issues into the following categories:

Incident Management: This category encompasses unplanned disruptions to IT services or a decrease in the quality of an IT service.

Problem Management: The focus here is on finding the underlying cause of an issue and sending it to a team for resolution with a long-term fix, in the case of severe malfunctions.

Request Management: This category is for smaller requests from users or employees who require IT support.

Change Management: This category covers significant changes made to the IT environment, such as integrations or replacement of a legacy system.

Why You Should Choose ServiceNow for Incident Management

Since 2003, ServiceNow has provided solutions to numerous business issues and has consistently been ranked among the world’s fastest-growing software companies. By defining, organizing, and automating workflows, ServiceNow streamlines services by removing email and spreadsheets from the process. The less configuration required to get the platform up and operating in a business is one of ServiceNow’s best features. This allows you to save time and focus on detecting problems and finding solutions immediately. ServiceNow extends the advantages of ITSM to all areas of your company, including accounting, legal, marketing, customer service, human resources and more. You can automate repetitive procedures so your team can spend more time in your core business rather than dealing with minor issues.

To learn more about ServiceNow's ITSM capabilities and the benefits it can provide to your business, connect with V-Soft's team of expert ServiceNow consultants

Topics: ServiceNow, ServiceNow Ticketing Tool, ServiceNow Incident Management

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