ServiceNow is one of the full fledged enterprise IT cloud platform. ServiceNow offers variety of Modules and Applications like ITSM, ITBM and ITOM which helps in provide service management, business management, operational management, financial management related services. ServiceNow may integrates with different applications or tools like Moogsoft, Jira, LDAP and many more, which makes ServiceNow platform more robust and flexible.
IT Service Management Modules:Incident Management:An incident could be a disruption of IT services offered to the users and Incident management is the method of managing IT service disruptions and focuses on returning or restoring IT services to normal as quickly as possible within agreed SLA, it is the core component of ITSM framework. IT helpdesk plays a major role in Incident Management. For e.g. If any user face any disruption to their IT service, they can directly call tp Service Desk or Log incident ticket from ServiceNow tool, then IT service desk agent takes the ownership of the ticket and give their effort to resolve and restore the service as required without affecting their Business.
Problem Management:When IT service disruption is faced by multiple users or recurring of incidents has been determined or known errors has been observed in IT infrastructure or any identification of issue observed in services, in-order to solve this recurring known issues Problem Management is used. Problem management is the important component of ServiceNow ITSM framework and it is the process to find out the solution to resolve the problems, preventing the recurring incidents.
Change Management:Change management is the processes, tools and techniques used to accustomed manage the individual side of change and accomplish desired business outcomes. Ultimately, change management focuses on a way to facilitate employees embrace, adopt and utilize a change in their everyday workRelease Management: Release management is nothing but a process of managing, planning, scheduling and controlling a software build through different stages and environments; including testing and deploying software releases. Every organization as a service provider who provides the list of services to its customers that they’re going to be entitled
Request Management:IT organization as a service provider provides the list of services to its customers for which they will be entitled. These services can be business services, technical services or personal services which may vary according the category of IT user. So, the request management is an end to end process to manage the complete cycle of requesting the service till the request fulfillment. Process cycles may differ based on the service IT user has requested.
Service Level Management: SLAis process which uses the service catalog to establish offerings, establish agreements, monitor performance and to track service consumption for each business unit customers.
Knowledge Management:The knowledge management process is used to standardized, correct and authorized the solutions and methods to solve their problems. The purpose of knowledge management is to ensure that the correct and relevant information is made available to the competent person in timely manner to enable decision and reduce risks and wrong actions.
Configuration Management: Configuration management (CM) is a method for establishing and maintaining consistency of a product’s performance, functional, and physical attributes with its requirements, design, and operational info throughout its life.Asset and Cost Management: Asset management process is used to track and manage all IT assets fall within identified scope of this process. Asset management manages the life cycle of a particular asset from asset request to disposal by the vendor which may include ordering, shipping, receiving, tagging, deployment, decommissioning, retirement, disposal etc.
Continual Improvement Management: CSI ensures the organization captures data, information and knowledge from its success and failure. Uses them to continually to improve the efficiency of its processes and service offerings.
Performance Analytics: Performance Analytics (PA) ServiceNow that provides data analysis, collection and visualization. PA data driven metrics is used to calculate the Business ROI.IT Business ManagementITBM ServiceNow provides the suites of application as mentioned below to manage business side of IT. It basically allows IT departments to run more like a business unit while aligning with the organization’s overall goals. ITBM modules helps to effectively manage project management process and demands. Below are the ITBM ServiceNow applications:
Project Portfolio Management (PPM): Project portfolio management is use to increase the business value by managing the projects as a portfolio of investment. Through PPM multiple project can be managed, it also helps the organization to plan, resource, and manage work. Modules of PPM are:
- Demand Management
- Resource Management
- Project Portfolio
Application Portfolio Management (APM): Application portfolio management is basically a proactive approach. Its process helps to manage application portfolio which is required to support the business. In ServiceNow application portfolio management provides detailed understanding of applications used in an organization which basically leads to cost-saving, improve efficiency, reduce total cost and IT budgets.
Agile development and Test: We all are aware of this term agile methodology right. It is basically a software development model which help in delivering software projects. So, this application helps in managing and tracking the software development using an iterative, incremental, and flexible approach.
IT Financial ManagementFinancial management is dominant in controlling the financial activities. So, the SNow application will facilitate to do planning, modelling and charging which helps the organization to track, allocate and provides report on expenses.
IT Operations Management
ITOM helps the company to achieve visibility of IT infrastructure together with the control and maintenance on a continual basis. ITOM helps in managing the provision of infrastructure and services.
Discovery:CMDB Discovery finds servers, printers, computers, a variety of IP-enabled devices, and the applications that run on them. It can then update the Configuration Items in CMDB with the data it collects. It gives a clear view into company IT ecosystem to identify, manage, and verify all configuration items in an corporate environment.
Service Mapping:Service mapping in SNow can discover all the Application Services accessible in a company and then through top-down mapping approach or technique service mapping can build a map of all the network devices, servers, devices and config profile used in those application services.
Cloud Management:It permits IT Team to provide cloud infrastructure and services for providing management with consistency, Cost visibility and compliance,
Event Management:Event management helps in monitor the health of business services and infrastructure employing a single management console and respond to any problems that returns up. Event Management provides intelligent event and alert analysis to confirm continuity of business service performance. There are many event management tools such as Nagios,Solor Winds, SCOM etc.
Operational Intelligence:It is an addon application to SNow. It is used to find and prevent the potential services outages. Operational intelligence application captures the information from various information sources such as Nagios server and other monitoring servers. Then based on data analysis it finds out the anomalies.
Orchestration:Orchestration in SNow automates easy or complicated multi-system tasks on remote servers that are usually done manually. This automation saves time, removes recurring tasks and reduces human error. Orchestration combines the SNow graphical workflow with the Mid range Server to run Orchestration-specific workflow activities. It coordinates with multiple systems to operate along effectively to attain a goal.