Everything You Need to Know about ServiceNow Ticketing System

What is ServiceNow: ServiceNow is basically an ITSM (IT Service Management) tool that was specifically designed for IT departments. Usually, it is used by mid-size or large companies but it can be configured to the business needs of every particular enterprise individually. ServiceNow is cloud-based, which makes it easy to access. It’s also a single, integral platform, rather than collection of a number of platforms ‘bound’ together therefore, there’s no need to maintain integrations. There is both a browser and a mobile version of ServiceNow, there are chats, alerts, notifications and everything else that one may need to work efficiently. Besides ITSM, ServiceNow has other systems, for example, ITOM, ITBM, Security, Customer Service, HR Service Management tools and a number of others.

Everything You Need to Know about ServiceNow Ticketing System

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.

  1. 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.
  2. 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.
  3. 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.

Get in touch with us, BaffleSol Technologies, for expert ServiceNow consulting and Implementation services and experience a great journey of Digital Transformation.

For more detail, call us at 0124 – 4968952 or drop a mail at info@bafflesol.com

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Author: Pooja Suhag 18th Apr 2019
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