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IT Service Management

What Is It And Why Does Your Business Need It? 

What Is ServiceNow IT Service Management? 

IT Service Management (ITSM) refers to all of the processes a company uses to design, create, manage, and implement information technology services for its users. As a customer-centric approach to IT service, ITSM solutions empower users to resolve IT issues independently, increase the IT team’s efficiency, mitigate IT risks, and reduce IT operating costs. 

What Is ServiceNow ITSM? 

ServiceNow ITSM is a robust solution built to transform the impact, speed, and delivery of IT through a single cloud-based platform.


The product allows businesses to consolidate their systems into one powerful solution on the Now Platform to increase productivity, achieve new insights, and deliver services that amaze end-users. 

What Is The Difference Between ITSM And ITIL?

When talking about ITSM, you’ll often hear reference to ITIL, which stands for IT Infrastructure Library. Simply put, ITIL is a best-practice framework for IT Service Management. 

ITIL outlines a standardized approach to several ITSM processes such as incident management, change management, problem management, and more. While there are several methods to deliver ITSM, ITIL is the most popular and widely adopted framework. As a result, IT professionals may use these terms interchangeably. Technically, all ITIL is ITSM, though not all ITSM is ITIL. 

Why Does Your Business Need ServiceNow ITSM? 

If your business utilizes any type of technology, whether it is as simple as providing laptops to your staff or as complex as space exploration, integrating modern ITSM solutions into your IT workflows can significantly impact company efficiency and productivity. 

For example, imagine you hire a new Director of Operations. During their onboarding process, you have them log in to their new work email, which your remote IT staff set up last week. Your new employee notices their name is misspelled in their email address. What should they do next? IT has already set up several software accounts with this incorrect email address and other staff members are already sending your employee emails. 

Without a modern and efficient ITSM process in place, fixing this blunder can quickly become a frustrating process where your new employee spends more time trying to resolve the issue with IT, than meeting their new colleagues and getting to work. But with ServiceNow ITSM, automated workflows and machine learning technology could correct the email issue before their lunch hour (and prevent it from happening again), saving your new employee and IT staff time, money, and headache. 

ServiceNow ITSM in Action


The Benefits Of ServiceNow IT Service Management 

If you’re currently using a legacy system or outdated ITSM solutions, your business could fall behind in the fast-paced digital age. As a modern cloud-based solution, ServiceNow ITSM offers operational efficiencies for your entire organization that can transform your business, improving both your staff and customer’s satisfaction. 

With ServiceNow IT Service Management You Can:

Image by Carlos Muza

Elevate the service experience

with virtual agents that use natural language

Improve IT


using machine learning algorithms and virtual agents


existing IT

tools into a single platform in

the cloud

Gain full visibility into processes and services

with built-in dashboards and analytics with real-time data

ServiceNow ITSM Applications To Implement For Your Business 

How exactly can ServiceNow ITSM support your IT staff and users? Let’s take a look at a few of ServiceNow’s ITSM applications and learn how they can transform your business. 

Incident Management

Incident Management 

Let’s face it: Incidents happen. Laptops malfunction, software crashes, servers go down. Any interruption to normal service operation can impact your company's productivity and the user experience. 


The goal of incident management is to resolve these interruptions as quickly as possible, minimize their impact on operations, and restore the high-quality IT experience your users expect.

What Is ServiceNow Incident Management?

ServiceNow Incident Management addresses the entire lifecycle of an incident including detection, prioritization, escalation, assignment, resolution, and reporting. Any user can report and track an incident using web or mobile self-service then the application’s machine-learning capabilities will automatically assign incidents to the appropriate IT professional. For complex incidents, the Major Incident Management portal will bring together key stakeholders and optimize a swift and effective incident resolution. 

See Incident Management In Action


Benefits Of ServiceNow Incident Management

Image by Carlos Muza

Restore service


by consolidating incident resolution into a single platform

Decrease call


and ticket generation through self-service and virtual agents

Offer a positive

customer experience

with innovative, responsive, user-friendly technology

ServiceNow Demo



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Benefits Of ServiceNow Problem Management

Image by Carlos Muza

Minimize service


with built-in


Restore normal serivce


by creating transparency around known problems and their workarounds

Address the root

cause of problems

with structure problem analysis and applicable workflows

Problem Management

In ITSM, a problem is the root cause of issues that result in incidents. Problem management seeks to prevent problems from occurring, eliminate recurring incidents, and minimize the impact of incidents that cannot be prevented. 

What Is ServiceNow Problem Management?

ServiceNow Problem Management helps to identify the cause of an error in the IT infrastructure, reported as occurrences of related incidents. With automated workflows, ServiceNow quickly diagnoses problems so that service managers can deliver faster responses and build long term solutions for their IT environment. Problem Management also maintains data about problems and their solutions, so that your business can mitigate the impact of problems over time.

Problem Management

Change Management

In order to consistently offer a high quality IT experience to users, IT service managers and system administrators must regularly introduce beneficial changes to their IT environment such as new software, code updates, or problem solutions. Change management is the process that ensures standardized methods and procedures are used for efficient and prompt handling of these changes with minimal impact on IT services (and the business as a whole). 


What Is ServiceNow Change Management?

Whether your change is low-risk or more complex, ServiceNow Change Management will increase the efficiency and effectiveness of change implementation. Using automated conflict detection, risk assessment, and change approvals, ServiceNow reduces the occurrence of failed changes and ultimately lowers your cost per change. 

Benefits Of ServiceNow Change Management 

Image by Carlos Muza

Empower your change managers

to seamlessly implement changes that boost user satisfaction and productivity



of low-risk changes with Change Success Score

Speed up change


processes with automated framework that lower barriers between IT and DevOps

Incorporate change processes

across IT with a single database of all planned changes

Change Management




Request Management 

Request management is the process of handling customer service requests to include applications, hardware updates, software enhancements, password resets, and more. It includes any variety of requests that can be repeated and automated.

requestmgmt-self-service portal.png.imgo

What Is ServiceNow Request Management?

ServiceNow Request Management empowers users to take control of their IT needs by offering a self-service platform to submit and track service requests, without involving the service desk. With ServiceNow, you can publish a catalog of services, automated workflows, and service level agreements for your users. Mobile capabilities enable customers to submit requests from any device at any time and receive automated status updates on the progress of their request.

Benefits Of ServiceNow Request Management

Image by Carlos Muza

Improve service


and speed by automating

tasks and workflows

Increase customer


by giving users control of request submissions and visibility into request fulfillment 

Offer a user-friendly


that makes request submission enjoyable and encourages users to be proactive about their IT needs 

Request Mangement
Knowledge Management

Knowledge Management

There is a lot to learn about the in’s and out’s of your business. Knowledge management is the process of creating, sharing, using, and managing your company’s knowledge and information. Knowledge management is a multidisciplinary approach to reaching your company goals by leveraging the power of open information. It’s like the brain of your business documented for everyone to understand!


What Is ServiceNow Knowledge Management?

ServiceNow Knowledge Management creates a one-stop-shop for your business’ knowledge for any process or topic. ServiceNow Knowledge Management makes it easy for agents to create and categorize useful and effective knowledge articles. The Knowledge Management Service Portal is searchable and easy to navigate so users can quickly and independently find exactly what they are looking for. 

Benefits Of ServiceNow Knowledge Management

Image by Carlos Muza



to increase productivity, improve user satisfaction, and boost users knowledge and confidence

Foster a culture

of knowledge

sharing and employee self-improvement

Eliminate training


and improve the accessibility of your business’ contextual knowledge


What is Knowledge


Self-Service Portal

A self-service portal is the interface customers use to independently request services, find information, track incidents, and more. Within a self-service portal, users can complete a myriad of tasks on their own, reducing the demand on your IT team.

What Is ServiceNow Service Portal?


ServiceNow Service Portal offers a modular user interface framework that is easy to customize and use. Developers and non-technical administrators can collaborate to build an engaging and enjoyable Service Portal that will empower customers to take ownership of their IT needs. ServiceNow Service Portal was designed with mobile in mind so your users can access the portal from any device, anytime.

Benefits Of ServiceNow Service Portal

Self-Service Portal
Image by Carlos Muza

Create engaging app experiences that will improve user productivity

 increase application use, and reflect your businesses unique brand and culture

Leveraging no-code, drag-and-drop development tools

 to simplify the creation process and encourage collaboration between technical and non-technical staff

Measure and

track ROI

and identify areas where automation would most benefit your company


An Introduction 

to Service Portal

Virtal Agent

Virtual Agent

A virtual agent is an automated online customer service representative. Using artificial intelligence (AI), a virtual agent offers customers a conversational interaction that quickly and intelligently addresses their needs and answers their questions. 

What Is ServiceNow Virtual Agent?

ServiceNow Virtual Agent utilizes the full context of the Now Platform to deliver personalized and meaningful customer service that is truly useful. Employing natural-language understanding (NLU), ServiceNow Virtual Agent is an enterprise chatbot that give users the in-person customer experience they’re looking for without the cost or manpower to staff a service desk. In the event that a conversation escalates, interaction history and context can be seamlessly transferred to the appropriate IT staff. 


Benefits Of ServiceNow Virtual Agent

Image by Carlos Muza

Solve customer


in real-time without increasing your staff’s ticket and call volume


AI design

customized user services that properly reflect your business’ tone and vocabulary

Empower non-technical

service owners

 to deliver and refine virtual agent capabilities with a visual conversation builder


Virtual Agent

Informative Interview

Explore More ITOM Applications, Modules, And Features 

ServiceNow IT Service Management is one of the most extensive products for the Now Platform. These are the many other applications, modules, and features your organization can consider to implement and use: 

Mobile Agent

Predictive Intelligence

Vendor Manager Workspace

Asset Management

Cost Management

Performance Analytics

Service Level Management

Continual Improvement Management

Choose An Elite Partner For Your ServiceNow ITSM Implementations

Are you ready to take your company’s IT Service Management to new heights? 

Whether you’re already using ServiceNow or are looking to migrate your IT system and process to a cloud-based solution, GlideFast Consulting will maximize the full potential of your ServiceNow ITSM implementation through tailored solutions and process expertise. As an Elite ServiceNow partner, GlideFast Consulting helps businesses leverage the full value of their ServiceNow investments.

Partner with our team of experts to modernize your ITSM solutions and make IT Service Management your superpower. Our expert team of developers and architects have unique perspectives and skillsets when it comes to implementing, integrating, and managing a ServiceNow IT Service Management solution that will transform your business. 

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