Welcome to ServiceNow
ITSM
Are you ready to start your ITSM implementation journey? This guide gives you valuable information you can share with your team, including proven guidance and links to key resources—all designed to set you on the path to success.
While this guide is primarily designed for ServiceNow platform owners, it also contains useful information if you have a different role in your organization
Familiarize Yourself
With ITSM
ITSM comes with more than 15 applications that let you transform how you deliver IT services. But don’t worry! You don’t have to implement everything at once. Learn how to focus your implementation.
Incident Management
Change
Management
Problem Management
Ensure employees can easily contact support to report, track, and fix issues. (product page) (product documentation)
Identify the cause of issues and proactively prevent future disruptions (product page) (product documentation)
Simplify, automate, and accelerate complex change processes while minimizing risk (product page) (product documentation)
Make it easy for employees to request products, services, and answers—anytime and on any device. (product page) (product documentation)
Request Management
Platform Application: Empower employees and increase business efficiency with easy knowledge sharing and collaboration. (product page) (product documentation)
Knowledge Management
Here are the applications of ITSM
Here are the key ITSM application to focus on first:
Workforce Optimisation
Process Optimisation
ITSM Professional (24)
- Incident Management
- Problem Management
- Change Management
- Request Management
- Asset and Cost Management
- Walk-Up Experience
- Agent Workspace
- Now Mobile 1
- Mobile Agent 1
- Knowledge Management 1
- Configuration Management 1
- Reporting 1
- Service Level Management 1
- Benchmarks 1
- Surveys and Assessments 1
- Virtual Agent Lite
- Digital Portfolio Management
- Dev ops
- Predictive Intelligence
- Dynamic Translation 1
- Performance Analytics
- Continual Improvement Management
- Service Owner Workspace
- Vendor Manager Workspace
ITSM Enterprise (26)
Dev ops
Predictive Intelligence
Dynamic Translation
Performance Analytics
Continual Improvement Management
Service Owner Workspace
Vendor Manager Workspace
Workforce Optimisation
Process Optimisation
- Incident Management
- Problem Management
- Change Management
- Request Management
- Asset and Cost Management
- Walk-Up Experience
- Agent Workspace
- Now Mobile 1
- Mobile Agent 1
- Knowledge Management 1
- Configuration Management 1
- Reporting 1
- Service Level Management 1
- Benchmarks 1
- Surveys and Assessments 1
- Virtual Agent Lite
- Digital Portfolio Management
- Incident Management
- Problem Management
- Change Management
- Request Management
- Asset and Cost Management
- Walk-Up Experience
- Agent Workspace
- Now Mobile 1
- Mobile Agent 1
- Knowledge Management 1
- Configuration Management 1
- Reporting 1
- Service Level Management 1
- Benchmarks 1
- Surveys and Assessments 1
- Virtual Agent Lite
- Digital Portfolio Management
- Dev ops
- Predictive Intelligence
- Dynamic Translation 1
- Performance Analytics
- Continual Improvement Management
- Service Owner Workspace
- Vendor Manager Workspace
- Workforce Optimisation
- Process Optimisation
1 Delivered as part of the Now platform spanning all ServiceNow cloud services
ITSM (17)
Identify your Desired Business Outcomes
Before you start to implement ITSM, it’s critical to have a clear vision of what you want to accomplish. ITSM allows you to deliver many positive business outcomes, and you can achieve all this over time. However, by deciding which outcomes are most important for your organization and agreeing on them with your stakeholders, you can set clear expectations and tailor your initial implementation to realize these goals.
This ITSM Outcomes and Capabilities document identifies key ITSM business outcomes based on ServiceNow’s experience working with thousands of ITSM customers, and provides suggested key performance indicators (KPIs) that you can use to set improvement targets and measure success.
If you want guidance on maximizing the value of your ITSM investment, this success map shows you how to envision, create, validate, and champion value using Now Value, our proven methodology to realize success with ServiceNow.
Pro Tip
As you do your initial implementation, it's important to keep future objectives in mind as you plan.
Identify Business Outcomes
Choose your Implementation
Path
Determine if you will work with ServiceNow or one of our certified partners. Or perhaps you need guidance to self implement.
To accelerate time to value and reduce risk, make sure that your partner uses Now Create, ServiceNow’s library of more than 700 leading implementation practices. We also recommend you use Now Create if you are self-implementing, as it provides a wealth of assets designed to guide you to success.
If you want to work with a partner but haven’t selected one yet, check out our Partner Finder or talk to your ServiceNow account representative about ServiceNow Expert Services. We can also work with your chosen partner to infuse our expertise into your implementation through our ServiceNow Assure service offering.
Work with ServiceNow Experts
Asset Library
Service Partners
Choose Self
Implementation
If you are planning to self-implement, you need to give your platform team the skills they need to succeed. The best way of doing this is to become a certified ServiceNow professional. We offer several certification paths for different roles on your team. Check out the links below:
ITSM Implementation certification
If you have chosen to work with a ServiceNow partner or ServiceNow Expert Services for your implementation, it's important to clearly communicate the business outcomes you want to achieve and agree on a well structured roadmap to attain these goals. If you need guidance on successfully engaging with an implementation partner, this workbook is an excellent starting point.
Make your implentation smooth and easy
For a comprehensive implementation process framework that is proven to scale to the largest, most complex global deployments, check out our Success Packs on Now Create. Success Packs tailor our core Now Create methodology consisting of more than 700 leading practices to deliver business outcomes aligned with specific product sets. There are several Success Packs for ITSM, including the following:
Modernize IT Service Management: Supports a modern comprehensive ITIL-based ITSM platform to replace legacy tools.
Operate IT as a Service: Supports running IT as a service, increasing visibility across the service portfolio to manage the performance and investment of services, manage vendors, and drive continual service improvement based on industry-leading benchmarks.
Join the ITSM Community
Visit the ITSM community page. You’ll find best practices and other useful resources for ITSM implementation, and it’s also the forum to talk to ServiceNow experts, get your questions answered, and connect with other community members.
If you’re not already on the latest ServiceNow release, we strongly recommend that you upgrade before you go live. By upgrading, you get new ServiceNow innovations into the hands of your users faster, gain access to the latest performance and security enhancements, and ensure that support is there when you need it. To make your upgrade smooth and successful, check out these upgrade resources.
Understand ServiceNow releases & Upgrades
Stick to out-of-the-box ServiceNow functionality wherever possible. The process guides below provide detailed descriptions of “as designed” ServiceNow functionality for key ITSM capabilities
Expert tip:
ServiceNow Expert
Implementation
Deploy ITSM
Prepare your organization for change and have resources at your fingertips.
To successfully deploy ITSM, you need your business to understand and use ITSM and recognize its benefits. To do this, you need to communicate what’s changing and why to both your end users and service desk agents. You also need to ensure that your agents are trained on ServiceNow ITSM.
This webpage provides detailed guidance on how to plan for organizational change. If you need help creating a winning communications plan, this communications plan template also provides useful advice.
The following courses are a great starting point for training your agents and other ITSM process users:
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