What is ServiceNow
ServiceNow Ticketing Tool has a huge demand these days, especially in the IT sector. The reason is it helps to manage the workflow smoothly and efficiently, which otherwise is difficult considering the various barriers in the work area each day. This software results in stepwise and a well-organized process that further helps to resolve issues.
Fundamentally, ServiceNow is cloud-based software developed under the ITIL guidelines. It plays a very key role in the ITSM business. This software provides excellent business management services and automates the process overall. It leverages data using machine learning and speeds up the process. ServiceNow is a flexible and reliable software service with a good support interface that ensures better IT and business management. It supports better technical functioning by providing all information required to figure out issues and fix them without depending on emails and spreadsheets.
Key Features:
Some of the key features that industries or companies can enjoy by using this software include:
- Associated operational costs
- Decreased downtimes
- Cost-cutting
- Improved user satisfaction
- Easy monitoring and management of operations
- Structured workflow
- Business logic
- Dashboards
- Service Mapping
- Customize Business App
- Service functionality
- Search administration
- Track Employee Engagement
Top Industries Where ServiceNow is Used:
Well, ServiceNow has various advantages in the business processing, which makes it a key player in the IT sector. Different departments like the administrators, developers, IT support team, implementers and other employees make use of this application for various reasons. Right now, the software has also expanded into 5 important administrations, which include Business Applications, IT, HR Service Delivery, Security and Customer Service. Interestingly, all these administrations are joined a single arrangement of record.
Meanwhile, the use of ServiceNow is limited not just to the IT sector. There are several other industries, which are benefitting from the platform. One particular industry where it has high demand and popularity is the Computer Software industry. It is the best option mainly for companies that have around 50 to 200 employees. Using this software, companies can also expect revenue ranging somewhere between 10 million to 50 million approximately.
So here is the list of industries that use ServiceNow software for better functioning like
- Healthcare and pharmaceuticals
- Hotels and accommodation
- Retail
- Transportation
- Insurance
- Manufacturing
- Real estate
- Banking
- Education
- Marketing and advertising
Not just these, but there are also Legal services, Oil and Energy, Non-profit organizations, Accounting and financial services that rely on this platform.
What is ServiceNow Ticketing Tool?
Ensuring the smooth workflow and handling other issues becomes difficult in an IT industry. Solving an issue is not really easy and it even causes disturbance in regular work process. This takes up a lot of time, research, labour, and presence of mind. So here comes the need of ServiceNow ticketing tool, which helps to solve several time taking tasks quickly. It functions in a three step process, where an issue is reported, managed and then finally solved. With this tool, companies supervise the Technology Service Management errands. The workforce can even enjoy the benefit of a unified support inventory where they can demand for better administration and procedures in the system.
How Does ServiceNow Ticketing Tool Work?
ServiceNow ticketing tool functions in an efficient stage-wise manner to find out issues while giving a quick response and a better user experience. It works in a 3-step process the details of which are mentioned below:
1) Reporting an issue:
Reporting an issue is the first step in the ServiceNow ticketing tool process. In this stage, an issue is reported and there are 4 ways to do so, like
- Create a report directly in the tool
- Send an email to the organization’s official email address
- Contact the Service Desk directly either by a phone call or walk-in
- Create a new issue through the service portal or service catalog at the ServiceNow homepage
- Automatically analyse the phone system logs regularly
- Report ServiceNow directly if any malfunctioning happens.
2) Managing an issue:
This is the second stage, which further involves three steps that are as follows:
- Assessment: In this first step, the importance and seriousness of an issue is determined based on which, the tool sets the priority level automatically.
- Assignment: Here, the reported issue is notified to the professionals and specialists through email, who from here, look into the issue.
- Handling: Lastly, the support team takes necessary actions to resolve the issue and bring back the regular workflow again.
In addition, the ticketing tool also gives an option to track the status of an issue reported.
3) Resolving an issue:
In the last step, the skilled specialists have to fill up a form with all the necessary information. These details include points like the nature of issue, who fixed it, when it is resolved and the status of the resolution.
Issues with ServiceNow Ticketing Tool:
Before moving to the types of tickets in ServiceNow, let us first understand the basic and important issues that many users face while using this tool. It is inarguably one of the best and most advanced tools in use in the present times. However, there are some problems which users experience at times when using it. Some of the common issues with the ServiceNow Ticketing tool are mentioned below:
- Accounting for time off and also for the time consumed for resolving an issue.
- User Interface is not-so friendly and less interactive.
- Drawbacks when reporting functionalities because of its complex nature.
- Impromptu changes in UI/UX cause confusion among users.
- Immature searchability.
- Performance messes up when multiple owners use it.
ServiceNow Interview Questions
Different Kinds of Tickets in ServiceNow:
In order to solve issues, users have to first understand them properly, distinguish them based on their kind and work upon them efficiently. Utmost attention and logic must be applied when detecting any problem. Hence, to make it easier, the ServiceNow team has come up with four categories, which are explained below:
1) Incident Management:
This category is for issues that are unintentional and cause sudden interruptions in the IT service delivery.
2) Problem Management:
Here, tickets are used to find out the actual cause of different issues. In this category, key focus is put on the actual reason that is a source of an issue.
3) Request Management:
In Request Management, tickets are raised for small requests like any query or help from the IT team.
4) Change Management:
If there is a need for any change in the IT environment, this ticket is raised. Using this category, users can raise tickets for requirements like adding, removing or changing anything related to the IT services.
At first, users might find it difficult to distinguish between an issue and an incident. But by finding the actual cause of a problem and using the tool appropriately, users can resolve most of the issues quickly and ensure proper workflow.