ServiceNow IT Service Management Platform

What is ServiceNow?
What modules are available?
Why implement ServiceNow?
Where can I learn more about ServiceNow?

What is ServiceNow?

ServiceNow is an enterprise IT service management tool, which is consistent with the ITIL framework and facilitates greater emphasis on relationships with customers. It tracks the handling of issues and requests, automates business processes, enables gathering and sharing information within the organization and with end users, and provides robust monitoring and reporting capabilities. Texas A&M IT offers ServiceNow as a shared service to the A&M System.

What modules are available?

When fully implemented, ServiceNow will deliver the following modules. Additional modules will be available with subsequent releases:
  • Incident Management1 – handling and resolving events that disrupt or reduce service quality or customer productivity.
  • Service Catalog/Request Management1 – delivering offered services using business processes to fulfill requests.
  • Employee Self-Service1 – enabling customers to report issues or make requests through a user-friendly web portal.
  • Knowledge Management1 – making available common issues information to the entire organization to enable knowledge-based support.
  • Problem Management2 – diagnosing, resolving and preventing root causes of incidents.
  • Change Management2 – coordinating and controlling changes to minimize risks to the IT environment.
  • Configuration Management Database (CMDB) Lite2 – providing an information repository of all IT assets and their relationships.

1Available with TAMU Lite or Standard licenses.
2Available with Standard licenses only.

Why implement ServiceNow?

ServiceNow is an industry-leading IT service management system used by many companies and universities. It provides the framework for IT organizations to attain higher levels of customer satisfaction, improve operational efficiency and reduce costs.
Offering a shared enterprise service will:
  • Reduce implementation and support costs.
  • Allow retiring redundant legacy tools.
  • Assist standardizing of IT policies, processes and procedures across the A&M System.

Where can I learn more about ServiceNow?