How Does ServiceNow Ticketing Work?
As far as resolving everyday IT issues go, ServiceNow ticketing systems can save your time, efforts, and money all. The way it works can be divided into three distinct steps.
- Reporting Issues: By using omni-channel communication models, ServiceNow offers to your employees a multiple way to report their issues. Employees can call a service desk, use the chat feature, email the issue, or create an incident themselves in ServiceNow using the service catalog or service portal.
- Managing Issues: Once an issue on ‘incident’ is reported, then it is prioritized according to business impact and urgency. Next, the issue is forwarded to a support employee that can fix it. Once the issue is being managed then you can also check its status and track its progress in real-time.
- Resolving Issues: After an issue is resolved, it has to be closed with all relevant information (viz. type of fix, time-taken to fix, attaching relevant information in the Knowledge Base, etc.) In case an issue remains unsolved then escalation rules come into play.
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Author: Pooja Suhag
18th Apr 2019