ServiceNow Incident Management module provides user Interface and helps in restoring Incidents while minimizing impact to business operations and maintaining quality. Incident Management is the process for managing the life cycle of incidents, right from detection to closure.
ServiceNow Incident Management module supports the Incident Management process by enabling the user interactive interface. Following are the available features:
- Logging Incidents in the instance or by sending an email.
- Classifying Incidents by impact and urgency to prioritize work.
- Assigning the Incidents to the appropriate groups for quicker resolution.
- Escalating wherever necessary for additional investigation.
- Resolving the incidents and notifying the user logged the Incident for feedback.
- Using reports for monitoring, tracking, and analyzing the service levels objectives and improvement.
ServiceNow Problem Management module provides user interface and helps in identifying the root cause for a Problem. A Problem is an underlying cause(s) for one or more recurring incidents.
ServiceNow provides following features in Problem Management Module:
- Creating the Problem
- Assessment of the Problem
- Associating multiple incidents to the Problem
- Associating CIs with the problem
- Record data for Problem resolution
- Investigating/Identifying root cause for the Problem
- Resolving the Problem Creating a change request from the Problem
- Associating multiple change requests with the Problem
- Creating a Problem task
- Completing a Problem task
- Resolving related Incidents from the Problem User Interface (UI)
- Establishing Synchronization between Incident and Problem
Change Management module in ServiceNow provisions a User interface (UI) for analytically controlling the life cycle of all the changes and facilitating beneficial changes to be made with minimum disruption to IT services. Vulnerability response plugin has now been integrated with the Change Management module introducing extra functionality within Change Management. There are three types of Change requests:
- These change requests follow a prescriptive process requiring two levels of approvals before being implemented, reviewed, and closed. A full range of assessments and authorizations such as peer or technical approval, change management, and Change Advisory Board (CAB) authorization is required for the Normal Changes to ensure minimum disruption to the IT services.
- Standard change is frequently implemented, has repeatable implementation steps, and has a proven history of success for past 6 months or a year. Since the standard changes are pre-approved, they follow a streamlined process in which group level or peer approval and CAB authorization steps are not required.
- These types of changes must be implemented as soon as possible. Emergency Changes are usually used for resolving a major incident or implementing a security patch. Due to the criticality of the change, it is considered to be of a high priority which bypasses group and peer review and approval and goes directly to the authorization state for CAB approvals.
The ServiceNow Knowledge Management module enables offers knowledge sharing in the form of knowledge bases. The knowledge base(s) contain articles providing users with the information required for self-service, initial triage, and task resolution etc. Knowledge Management process has significantly improved with Fuji ServiceNow Knowledge release v3, which is auto enabled for all further instances.
Knowledge Management module can be utilized as several ways below:
- Creating a knowledge article
- Editing a knowledge article
- Mapping related articles
- Mapping catalog items related to an article.
- Scheduling a knowledge article for publishing’
- Recalling an article that is being reviewed.
- Approving an article that is being reviewed.
- Retiring a knowledge article
- Republishing a retired article
- Moving a knowledge article
- Commenting on a knowledge article
- Creating a knowledge article from an incident, problem, or case
- Giving feedback on the Knowledge article
- Importing a Word document to a knowledge article to create a new version.
- Authoring the Knowledge article in Agent Workspace• Email Notifications from Knowledge Management
- Knowledge articles subscriptions
- Knowledge articles blocks.
- Selecting a knowledge article category
- Creating e a knowledge article from a customer service case
- • Requesting a knowledge base
- • Using knowledge on mobile devices
The Request Management module in ServiceNow allows catalog items to be requested and fulfilled based on defined internal flows.
The various steps for the Request Management process are:
- Ordering a Catalog item directly without adding it to the cart
- Creation of a temporary cart, sc_cart.
- In the in the Cart Item [sc_cart_item] table, the catalog item along with the variables (values entered by the user) is added to the temporary cart as a record.
- Two table are used for saving the variables i.e. [sc_item_option] table and the Variable Ownership [sc_item_option_mtom] table.
- The temporary cart is checked out using database commands.
- Request is submitted after adding the item to the cart.
- After adding a catalog item to the cart, the request is submitted using the checkout process, the default cart is checked out successfully.
- Request is submitted using an order guide.
- The temporary cart is used for all items, considering a two-step order guide checkout, whereas a three-step order guide checkout is followed by the default cart use for the items.