ServiceNow Service Management (2024)

FAQs

What is the difference between ServiceNow CSM and ITSM? ›

They each play a defined role. For example, ServiceNow CSM is about building customer loyalty, while ITSM focuses on managing and delivering IT services to business users. As such, companies should carefully evaluate each module before choosing an implementation route.

Service Management (SM) refers to the ServiceNow service management applications you install, such as Facilities Service Management. Each of these applications allow you to manage business functions that require a request-type workflow where requests are approved, qualified, assigned, and completed.

ServiceNow Change Management provides the tools and resources necessary for optimizing, monitoring, and streamlining change in any organization. ServiceNow Change Management capabilities include: Multimodal change. Customize change activities and workflows to specific cases. Automation of success scores.

As easy to use as the consumer apps that people have become used to in their daily lives. With ServiceNow employees and customers can find answers and get stuff done—right across IT, HR, facilities, finance, legal, and other departments—with an app powered by a single cloud platform with a common data model.

Some other ServiceNow vs Remedy/Helix ITSM differences worth mentioning. BMC Remedy/Helix ITSM is generally simpler to use and set up, while ServiceNow ITSM has more customization options and configuration management database (CMDB) features. Overall, BMC Helix doesnt offer the same level of detail as ServiceNow.

CSM systems give you end to end case resolution data on a single platform. With this data, in-platform analytics helps companies identify opportunities to increase efficiency and automation by analyzing current and past performance.

What are the 3 main parts of ServiceNow? The 3 main parts of ServiceNow are IT business management (ITBM), IT operations management (ITOM), and IT service management (ITSM).

IT service management—often referred to as ITSM—is simply how IT teams manage the end-to-end delivery of IT services to customers. This includes all the processes and activities to design, create, deliver, and support IT services.

Information Technology Service Management (ITSM) is a set of workflows and tools for optimally developing, delivering and managing IT services. ITSM is used to handle incidents, service requests, problems and changes – all of which are typically linked through an ITSM platform such as ServiceNow.

How many types of management are there in ServiceNow? ›

Now, ServiceNow offerings include IT service management, IT operations management, customer service management, human resource management, security operations, risk and compliance, workplace service delivery, and field service management—all built on the award-winning Now Platform^®.

In general if you just want to know how to use ServiceNow. It should not take more than a day. If you want to be System Administrator, if I am not wrong, the standard training is 3 days. If you want to be a SNOW developer, then I would say 5 days to understand some intrinsics.

Additionally, learning ServiceNow will boost your confidence level because it is often considered one of the most challenging certifications. As we have mentioned, it requires extensive knowledge and experience in IT service management processes, making it more complicated than other certifications.

For someone with a technical background and experience in IT or related fields, learning the basics of ServiceNow might take 3 months.

While ITSM focuses on managing and optimizing IT services across an organization, CSM is tailored toward delivering exceptional customer service experiences. ITSM includes functionalities such as incident management, problem management, change management, asset management, and configuration management.

Internal users: ITSM is used by internal IT teams to manage the organization's IT infrastructure and assets, while CRM is used by sales and marketing teams to manage customer interactions and track sales progress.

ServiceNow CSM explained

In a nutshell, Customer Service Management orchestrates tasks between customers, customer service agents and other teams to quickly resolve issues and requests.

And while help desks are often limited to a single ITSM activity (in particular, incident management or the break-fix process), service desks cover the wider range of activities that were mentioned above. So in a sense, help desks are a subset of service desks.