Overview of ServiceNow ticketing tool

sindhuja cynixit
5 min readFeb 4, 2021


Riding on the back of one of the fastest-growing tech-SaaS markets. ServiceNow has become a major player in the digital transformation of the software. So much so that, beyond software-as-a-service (SaaS). They have almost created a niche of their own, called platform-as-a-service (PaaS). The business reported subscription revenues of $585.3 million. This reflects a 45 percent year-on-year increase.

The company’s ambitious approach has seen it broaden. You can incorporate ITOM, HR service management, customer service. Then IT business management under a shared umbrella outside its core ITSM solution. In essence, one of the most comprehensive business software solutions in ServiceNow. It will streamline the delivery of your service, check your infrastructure. Then align other divisions for improved agility with your business goals.

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How does it operate for ServiceNow ticketing?

Quality ticketing systems will save you tons of time, effort. Besides, also have money when it comes to solving everyday IT problems. A comprehensive IT service management system is at the heart of ServiceNow ticketing. You can base it on the ITIL service delivery model. It is possible to split the way it functions into 3 different steps. This involves documenting a problem, handling a problem, and solving a problem. In-depth, let’s discuss the 3 measures.

Stage 1)

Problems for reporting

Using omnichannel contact models, ServiceNow provides different ways of reporting a problem. This is important to the users/employees.

Step 2)

Conflict Management

When an ‘incident’ problem reports due to its business effect and urgency. Besides, you can rank it in accordance. Next, the complaint forwards it to a support worker who can resolve the problem. Using artificial intelligence (AI), ServiceNow can route problems to the best-qualified employees. This is to deal with a specific form of problem. You can also check its status and check its progress in real-time. This is while the problem is being handled.

Phase 3)

Problems Addressing

This was also based on an operational break-fix model. It is mimicked by placing a band-aid on a broken leg. Things are different at ServiceNow. After you fix a problem, there is all the relevant information. It is i.e. type of repair, time to fix, attaching relevant information to the Knowledge Base, etc.) must close with it. In case a problem remains unanswered, escalation rules come into play. These are also controlled by the in-built Service Level Agreement (SLA) function. This is of the ServiceNow platform, which ensures the help never goes far astray.

Types of ServiceNow Tickets Can Handle

You must be able to distinguish between the various kinds of problems. Thus, occur in order for you to fix your problems promptly. That’s why ServiceNow classifies problems using the following.

1) Incident Management:

Incident management is for unplanned or unexpected delays or declines in service.

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2) Problem Management:

Typically, this is reserved for more serious malfunctions where a long-term repair.

3) Request Management:

Typically used for smaller requests where IT support is requested by users/employees.

4) Change Management:

This is used when the IT environment has to make some dramatic changes, such as removing a legacy scheme.

Why the ServiceNow selection?

ServiceNow expands ITSM’s benefits to almost every aspect of your business. It will improve your devices and services’ availability and visibility. It can automate routine activities for your IT so that instead of putting out fires. Also, businesses can spend more time on their core business with a great contribution.

The financially rewarding findings

Reduce downtime and related costs of operations. Long downtimes do not necessarily impede the efficiency of employees-they cost ugly. If an organization has an average network downtime of only 5 minutes a month. It loses as much as $300,000 per year on business disturbances. Fortunately, ServiceNow can reduce these losses. ServiceNow can save $208,000 annually for a business of 2,000 employees with 10K annual tickets. This is only by speeding up ticket resolution.

Cut expenditures for IT.

Following the example of the 2,000-employee company. This is due to a productivity increase, its IT department will save even more. They would be able to distinguish ticket forms, prioritize them. You can allocate the necessary resources sufficiently for their resolution. Then monitor the provision of IT services. In addition, ServiceNow can help them automate various routine activities. This is such as resetting passwords and requests for access rights. The outcome implies saving no less than $450,000 a year. It is according to the ServiceNow worth calculator. However, ServiceNow doesn’t show how, so we won’t suggest expecting these numbers. This is because it’s the product of implementing more advanced ServiceNow.

Results of the bonus

Raising user satisfaction. Because the average ticket resolution time decreases dramatically. You should predict a proportional improvement in user satisfaction rates. Well-organized ServiceNow procedures will spark a shift in the culture. The attitude of your IT unit to provide customer support. This is which also needs to cause positive user feedback. Your users will also find it beneficial that ServiceNow keeps them updated in a wide variety of ways. This is about their tickets. But without bombarding them with emails that the support team takes on every breath.

Keep visibility through IT activities.

ServiceNow will provide a powerful foundation for the processes of your IT department. This is which will eventually contribute to exposure through IT activities. IT specialists would find it easier to work through a simple. Then recognizable hierarchy of processes and train rookies in the IT unit.

Track and handle the output of IT departments.

ServiceNow offers visual and intuitive reporting functionality. This is to assess the success of your IT department. Operational analytics will help the IT service managers. This recognizes problem areas of service provision and finds ways to strengthen them. Besides it on your IT teams, you can use those IT operations reports at a higher administrative level.

Resolvement of an incident

ServiceNow doesn’t let the technical team hit the ‘Resolve’ button always when there is an issue. This is a strong ticketing system and put the matter to an end. It lets them identify a specific form of resolution used in the incident record. It solves it by a workaround, not solved, etc.), who solved it, and when.

The related consumer has to close it if the incident is resolved. If they don’t, within a specified time, ServiceNow does it automatically.

If the incident is not solved, rules for escalation come into effect. As time passes, the device uses inactivity control metrics. Then reminds the support team to take new incident response measures if appropriate.

The ticket forms and why we need them

Ticket distinction helps IT, divisions, to function more effectively.

  • Incident
  • Issue Problem (a severe malfunction, a cause behind a number of incidents).
  • Application (something that users want to get from IT support.
  • Modify (a proposal to add, modify or remove something concerning IT services).


The distinction between an issue is the primary goal of incident management. This is to restore the usual flow of business processes as soon as possible. Then issue management tries to determine the root cause of a variety of related events. This is to prevent them from occurring again. This can pose a serious threat to IT operations. It is if a ticketing system does not distinguish between these two basic concepts. Instead, ignoring the root cause of similar accidents and coming up with workarounds. This will lead to a significant reduction in the quality of IT services. Get more details on this through ServiceNow online training.