What is ServiceNow Ticketing Tool ? All you need to know [ OverView ]

• In this article you will learn:
• 1.What is Servicenow tool?
• 2.What is the operation of the ServiceNow ticketing system?
• 3.ServiceNow problems are classified as follows.
• 4.Benefits of Servicetool.
• 5.Conclusion.

What is Servicenow tool?

In the IT industry, resolving a problem can take a lot of time, effort, and money. ServiceNow has created its Ticketing Tool to stop all of them. IT problems are difficult to fix, and they might interfere with regular IT operations. To answer users’ problems, the ServiceNow Ticketing Tool follows a well planned, step-by-step procedure.ServiceNow is identical to all other well-organized IT processes in that it operates in a stage-by-stage fashion. The ServiceNow Ticketing Tool operates in a three-step procedure, where an issue is first reported and then managed as effectively as feasible. In the last phase, it is solved using sophisticated computing technologies and the mental faculties of highly qualified individuals.

What is the operation of the ServiceNow ticketing system?

To manage an incident ticket in the ServiceNow Ticketing System, the involved team members must follow the processes outlined below:

Step 1: Reporting a problem

• Teams have access to a variety of reporting options, including the Service Desk, Chat, Email, and the ServiceNow ticketing system site. ServiceNow can use machine learning and dynamic analytics to identify faulty services on its own, depending on how the tool is configured.

Step 2: Addressing the problem

Two criteria are used to address and rank issues submitted to the ServiceNow portal:

1) Effect on business

2) Serenity

• Tickets are sent to the support representative who is thought to be the greatest fit to help. Real-time tracking of progress is possible, and the handling support person keeps the employee informed.
• A new development: new ServiceNow ticketing solutions may use artificial intelligence to automatically allocate tickets to support agents for eCommerce.

Step 3: Resolving the problem

• The ServiceNow ticketing tool distinguishes itself from other IT management systems by resolving all complaints with relevant information (time of update, type of fix, screenshots and instructions, etc.) All fixes must be recorded for easy monitoring and escalation if necessary. Some ServiceNow portals will even send reminders and notifications if a ticket is held for a lengthy period of time.
• Support agents can’t just click the resolve button without first noting the status and history of an issue, thanks to this protection. It also makes it easier for support staff to process tickets.

ServiceNow problems are classified as follows:

Incident Management: Service outages that occur unexpectedly and unexpectedly are referred to as incidents.

Problem Management: Problem management is concerned with more serious malfunctions. The purpose of tickets in this category is to determine the fundamental source of the problems, which usually includes long-term solutions.

Request Management: Request management is used for minor issues and repairs that require just minimum IT assistance.

Change Management: Change management necessitates systemic or dramatic adjustments. The majority of the time, these challenges are related to updating or changing the IT environment.

Business Apps: ServiceNow features a drag-and-drop interface that allows you to customise Business Apps without writing a single line of code.

Benefits of Servicetool:

• ServiceNow grew in popularity not just due to its efficiency, but also because to the financial benefits it provides to enterprises.
• Decreases downtime As previously stated, ServiceNow ticketing systems help expedite the resolution of IT issues. Traditional processes generally consume a large portion of an employee’s time, reducing productivity. This might result in irreversible consequences for a corporation in the commercial sector.
• Encourages accountability All IT processes are now documented and monitored, thanks to ServiceNow’s strong concern for documentation and monitoring. Your team may receive real-time feedback and updates, promoting greater work allocation and visibility across departments. Of course, the efficient system will help your IT department’s activities the most.

Ticket Types in ServiceNow:

To resolve difficulties, users must first grasp them well and categorise them in order to work more efficiently on them. This is somewhat rational and must be considered while diagnosing any problem. The main aspect in any IT best practises is grouping occurrences by kind. ServiceNow will classify the issues as follows:

Incident Management: These tickets represent an unanticipated disruption or deterioration in the quality of an IT service.

Problem Management: These tickets are concerned with determining the underlying cause of a problem. For significant faults, this is normally assigned to a team to rectify with a long-term remedy.

Request Management: These tickets are typically used for lesser requests when users/employees want IT assistance.

Change Management: These tickets are designated for major changes to your IT infrastructure, such as integrations or the replacement of a legacy system.

Individuals have a tough time distinguishing between a problem and an incidence. Incident Management is only concerned with fixing a single issue and restoring normal business flow as soon as feasible. Problem Management, on the other hand, is concerned with determining the core cause of similar problems and addressing them in order to prevent future occurrences. If the ticketing system is unable to distinguish between an Incident and a Problem, it poses a major danger to the IT operations of the firm.

ServiceNow Incident Management:

• When working in large enterprises, the number of tickets increases tremendously. The personnel in charge of the appropriate department must assume full responsibility for all of them. The following diagram depicts the lifetime of an incident:
• New Incident -> Assignment -> In Progress -> Pending -> Resolved/Closed/Cancelled
• To manage an incident ticket in the ServiceNow Ticketing System, the involved team members must follow the processes outlined below:

Making a new incident report:

• Follow these procedures to generate a new Incident ticket:
• On the left sidebar, click ‘Create New’ after selecting the ‘Incident’ module.
• Fill in the blanks in all of the columns. (Note: Required columns are shown in red).
• Save and Exit’ or ‘Save’ the button placed in the header bar and below the vendor ticketing fields.

Changing the status of the ticket to “work in progress”:

• To transfer the ticket into the work in progress stage, follow the procedures below.
• Simply modify the Incident State to “Work in Progress”.
• “Save and Exit” or “Save” should be selected.
• Record taskas completed in the “Additional Comments” area as long as the occurrence is in this condition.

Changing the status of the ticket to “pending”:

• To do so, set the Incident state to “Pending” and edit the remark area with the reason for the pending.

Changing the status of the ticket to “resolved”:

• To transfer the ticket into the resolved status, follow the procedures below.
• Change the Incident Status to “Resolved”.
• Fill out the “Resolution Notes” and “Resolution Code” sections with the relevant and suitable information.
• “Save and Exit” should be selected.

Changing the status of the ticket to “closed”:

• After 24 hours, resolved tickets are moved to the closed status via an automatic procedure.
• Changing the ticket’s status to “cancelled”.
• To achieve this, modify the Incident State to ‘Cancelled’ and then merely click “Save and Exit”.

Conclusion:

ServiceNow has proven to solve several business challenges. The ServiceNow Incident management system has delivered the most simplified services to the company by defining, organising, and automating workflows. The most advantageous part of the ServiceNow Ticketing tool is that it requires a minimal amount of configuration to get the platform up and operating in a company. This eliminates the need for extra time and allows the user to get directly to identifying and fixing issues.