ServiceNow IT Service Management (ITSM) is a cloud-based platform that provides a comprehensive solution for managing IT services and operations. The platform is designed to help organizations streamline their IT service delivery, improve incident management, and increase overall efficiency.

What Is ITSM?

Information Technology Service Management or ITSM is a set of practices, procedures, and policies for managing the delivery of IT services to an organization. It is designed to align the delivery of IT services with the needs of the business, and it helps organizations to improve the quality of their IT services, increase efficiency, and reduce costs. ITSM includes processes such as incident management, problem management, change management, and configuration management. It is often implemented using ITIL (Information Technology Infrastructure Library) which is a widely accepted framework for ITSM.

Features Of ITSM

  • One of the key features of ServiceNow ITSM is its ability to automate common IT processes. This includes incident management, change management, problem management, and service request management. By automating these processes, ServiceNow ITSM can help organizations reduce the time and resources required to manage IT services, while also improving the overall quality of the service delivery.
  • Another essential aspect of ServiceNow ITSM is its ability to integrate with other IT systems and tools. This allows organizations to easily bring together data from different approaches and use it to inform their IT service management decisions. For example, ServiceNow ITSM can integrate with popular monitoring tools such as Nagios and PRTG to provide real-time visibility into the health of IT systems.
  • ServiceNow ITSM also includes a powerful reporting and analytics capability. This allows organizations to easily track key performance indicators (KPIs) such as incident resolution time and service availability. By tracking these KPIs, organizations can identify areas where they need to improve their IT service management processes and take appropriate action.
  • Additionally, ServiceNow ITSM provides a self-service portal for end-users. This allows employees to easily submit service requests and track their progress. IT teams can also manage service requests and incidents through a single, centralized platform.

Advantages and disadvantages of ITSM


  • Improved service delivery: ITSM helps organizations to align IT services with business needs, which can result in improved service delivery and increased customer satisfaction.
  • Better incident management: ITSM includes processes for incident management, which can help organizations quickly and effectively respond to and resolve incidents.
  • Increased efficiency: ITSM helps organizations to standardize and automate IT processes, which can increase efficiency and reduce costs.
  • Better change management: ITSM includes processes for change management, which can help organizations to effectively plan, implement, and monitor changes to IT services.
  • Compliance: ITSM can help organizations comply with regulations and industry standards, such as ITIL, ISO 20000, and COBIT.


  • Implementation costs: Implementing ITSM can be costly, as it requires the development of processes, procedures, and IT systems.
  • Complexity: ITSM can be complex, and it requires a significant investment in training and resources to implement and maintain effectively.
  • Resistance to change: Some employees may be resistant to the changes required by ITSM, which can make implementation and adoption more difficult.
  • Limited Flexibility: ITSM frameworks can be rigid and may not easily adapt to the specific needs of an organization.
  • Limited ability to respond to new and emerging technologies: ITSM frameworks, while providing a good structure to manage IT services, may not be able to easily adapt to new and emerging technologies.

To Conclude…

Overall, ServiceNow ITSM is a powerful platform for managing IT services and operations. It provides a comprehensive set of features that can help organizations improve the efficiency of their IT service delivery and increase the overall quality of their IT services. Its ability to automate common IT processes, integrate with other systems and provide powerful reporting and analytics capabilities make it a valuable tool for IT teams.