What Modules Are Included In ServiceNow ITSM?

servicenow itsm modules

ServiceNow ITSM is a cloud-based, contemporary, and collaborative service managing solution. It enables you to turn your on-premises IT setup into a uniform compact cloud platform. On this platform, you can enjoy the advantage of data sharing and analytics with AI-enabled workflows.

This platform is excellent for IT service desk outsourcing companies to manage service requests in bulk. Further, ITSM is appropriate for those who are managing the requests manually but want to shift to a digital setup.

ServiceNow ITSM is a uniform approach that registers all the details on the cloud server. Thus, it solves all the issues that you may experience on your way to managing the business.

ServiceNow ITSM comes with different modules to simplify IT service management while increasing productivity. The platform is suitable for small, mid-sized, and large enterprises of different industries. Further, it’s helpful for governmental enterprises and organizations engaged in a highly controlled environment like finance, healthcare, etc. Let’s explore different modules of ServiceNow ITSM.

Various Modules of ServiceNow ITSM:

There are 4 primary modules in ServiceNow ITSM, namely IT Foundational modules, IT Operations modules, IT Improvement modules, and IT Experience modules. These modules have various subgroups including:

Let us go through the Servicenow ITSM modules in detail.

1. Incident Management

It comes under the IT Operations modules. Incidents refer to a situation when the end users face issues and raise requests to the IT help desk to fix the matter. So, in simple words, an incident means an IT-related issue experienced by the users.

They enter all the details in the user form, which is documented under a ticket number. The entire incident management process includes the below steps:

In step 1, the issue is categorized based on its nature, such as nonresponsive software, hardware failure, or network outage. Here the cause of the problem is identified to assign the request to the relevant department.

In step 2, the priority of the issue is determined based on its possible impact on the business. Based on the urgency level, the priority can be low, high, moderate, and critical. The request is addressed based on its priority level.

The objective of incident management is not only to resolve the issues but also to prevent the related possible incidents. You can take preventive steps by recognizing the reasons behind the incidents.

2. Problem Management

The problem management module under IT Operations modules aims to reduce or diminish the incidents in your organization. The procedure includes understanding the root cause of the common problems. It helps to prevent the reoccurrence of issues and their related consequences.

In step 1, you recognize the issue and document it manually or by making an incident log.

In step 2, you analyze the issue and update the system about your findings.

In step 3, the issue is resolved, and once you resolve a problem, all the related matters get fixed consequently.

The purpose of problem management is to identify the root cause of problems and fix them. So, once you identify the cause, you can solve the issue and all other connected concerns.

3. Change Management

Change management from IT Operations modules concerns the entire lifecycle of the suggested and implemented changes in the organization. Organizational changes are sometimes the result of incidents or an initiative for business improvement.

After an incident occurs, a change in the system comes as a preventive measure. The incidental situation determines the requirement for change after analyzing the issues. Once the change is suggested, the planning and implementation of the change are done to resolve the issues.

You can classify the changes as standard and emergency. The standard change requires documented consent, where verbal reporting can initiate the emergency change.

In the change management module, file storage is crucial to contain past queries and support procedures. You can also include relevant articles to help run the platform conveniently.

4. Knowledge Management

The knowledge management of IT Foundational modules is to provide a self-help portal for the end users. It contains content on troubleshooting in the form of FAQs, reports, and relevant topics. Various contents are available, offering information across different categories.

An authorized manager or owner can add an article or other content to the platform. A qualified supporter can also contribute articles here. Normally, the admin provides all relevant content to the Knowledge portal.

5. Continual Improvement Management

Continual improvement management is a subset of the IT improvement module. It allows you to find improvement prospects, set a goal, and track improvement metrics. You can incorporate continual improvement management in your IT infrastructure to bring people, processes, and information into one place.

6. ServiceNow Tools Demo

It comes under IT Experience modules. Once you get a clear idea about the ServiceNow ITSM, you can proceed to check the demo of ServiceNow ITSM tools. It will provide you an insight into the ITSM lifecycle. The process starts with analyzing the issues and finding out the root cause. This procedure helps to overcome such situations in the future.

Further, it is crucial to know the required change to solve the issue. Once you send the change request and achieve the result, you can share the matter and its resolution as an information guide in the knowledge base.

In step 1 of ITSM, you report the incident. It includes the corporate consequence and the impact of the issue on the business. All the information regarding the problem is stored in the ServiceNow platform.

In step 2, you analyze the root cause of the issue and define its dependency. Then you create a problem assignment for the respective user.

In step 3, you propose change. As the user is aware of the problem and the root cause, now it is easy to determine whether the change request is appropriate for resolving the particular issue.

In step 4, you will close the issue after confirming its successful resolution. You will check the status of the change request form, which will show as completed.

In step 5, you will share the issue and its resolution as an information guide in the knowledge base. You can drag the data from the request form and add it to the knowledge base. It will work as a future reference for similar issues.


In this post, we have described the various ServiceNow ITSM modules. It provides insight into the ITSM procedures. So now you are aware of how to implement ServiceNow ITSM in your IT service outsourcing business.

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