ServiceNow has been a major player in enterprise software for years and continues to make its mark on the industry. Catering to one of the fastest growing markets in technology, ServiceNow has gone beyond software-as-a-service (SaaS), to platform-as-a-service (PaaS) with proven capabilities that transforms IT and the enterprise including the new IT ticketing tool that can solve many of your time consuming tasks.
How Does ServiceNow Ticketing Work?
Quality ticketing systems can save you time, effort and money on resolving everyday IT issues. A robust IT service management framework rooted in the ITIL service delivery model is at the core of ServiceNow’s ticketing system. This can be broken down into three crucial steps: reporting an issue, managing the issue, and resolving the issue.
Step One: Reporting the Issue
By utilizing omni-channel communication models, ServiceNow provides users and employees with multiple ways to report an issue, including:
- Call service desk
- Use chat feature
- Report via email
- Create incident via service portal or catalog
ServiceNow can display malfunctions in any service or device on its own with dynamic analytics and machine learning techniques.
Step Two: Managing the Issue
The second step is broken up into 3 parts: Assessment, Assignment and Investigation. As soon as an issue or incident is reported, it is categorized based on the issue's potential impact and urgency. Then the issue is dispatched to a support employee that can resolve the issue. Utilizing artificial intelligence (AI), ServiceNow can automatically route issues to the best suited department to be resolved. Once the ticket is assigned, the appropriate person investigates the issue. While the issue is being managed, users can track the ticket's process and check status in real-time.
Step 3: Resolving the Issue
Unlike other legacy IT management systems that don't implement a closing process and rely on a break-fix model of operation, ServiceNow does things differently. Once an issue is resolved, it is closed with relevant notes (type of fix, time to fix, any follow up instructions, etc.) If an issue is left unresolved, an escalation process is triggered. This escalation process includes monitoring inactivitivy, sets reminders and alerts assignee if ticket is nearing SLA breach. ServiceNow’s built-in Service Level Agreement (SLA) feature monitors both processes to ensure support is always ready.
Types of Tickets ServiceNow Can Resolve
Best Practice is to organize incidents by type. ServiceNow goes one step further and categorizes issues by the following:
Incident Management: Incident management is an unplanned interruption to an IT service or reduction in the quality of an IT service.
Problem Management: Problem management focuses on finding the root cause of an issue. This is usually sent to a team for severe malfunctions to resolve with a long-term fix.
Request Management: Request management is usually implemented for smaller requests when users/employees need support from IT.
Change Management: Change management is categorized for drastic changes made to your IT environment, like integrations or replacing a legacy system.
Why Choose ServiceNow?
ServiceNow has been solving many business problems since 2003 and is repeatedly listed as one of the fastest growing software companies in the world. ServiceNow streamlines services by defining, structuring and automating workflows to remove email and spreadsheets from the process.
One of the most beneficial aspects of ServiceNow is the relatively low amount of configuration needed to get the platform up and running in an enterprise. This eliminates time from being wasted and allows you to jump right into identifying concerns and resolving them.
ServiceNow expands the benefits of ITSM to almost every sector of your business including human resources, accounting, legal, marketing, customer service and more. By increasing the availability and visibility of devices and services, you can automate repetitive tasks so your team can spend more time investing in your core business, rather than spending time with small issues.
V-Soft Consulting is a proud ServiceNow Partner that helps the modern enterprise operate more efficiently than ever before.
Interested in learning more about the transformative solutions of ServiceNow? Talk to one of our ServiceNow experts now for a flawless integration.