ServiceNow is widely used as a platform for ticketing and incident management. It enables organizations to efficiently manage and track various types of requests, incidents, and issues through a centralized ticketing system. Here’s how ServiceNow ticketing typically works:

1. Request Submission: Users, whether they are employees within the organization or external customers, can submit requests or report incidents through various channels, such as a self-service portal, email, or mobile app.

2. Incident Creation: When a request or incident is submitted, ServiceNow automatically creates a ticket or record for it in the system. The ticket includes details such as the requester’s information, the nature of the request or issue, and its priority.

3. Categorization and Prioritization: ServiceNow allows for categorizing and prioritizing tickets based on predefined criteria. Priority levels are often determined by the impact and urgency of the request or incident.

4. Assignment: Tickets are assigned to appropriate personnel or teams responsible for resolving or handling the specific type of request or incident. This assignment can be based on rules, skills, or manual selection.

5. Workflow and Automation: ServiceNow provides workflow automation capabilities, allowing for the automation of routine tasks and approvals associated with ticket processing. This streamlines the resolution process and reduces manual effort.

6. Communication: Throughout the ticket lifecycle, there is communication between the service desk and the requester. ServiceNow can send notifications and updates to keep stakeholders informed about the status of their tickets.

7. Resolution: The assigned personnel or teams work on resolving the issues or fulfilling the requests. ServiceNow may integrate with other systems to facilitate this process, such as remotely diagnosing and fixing IT incidents.

8. Closure: Once the request or incident is resolved to the satisfaction of the requester, the ticket is marked as resolved and subsequently closed. Closure can trigger satisfaction surveys to gather feedback.

9. Knowledge Management: ServiceNow often includes a knowledge base where common issues and solutions are documented. This can assist both end-users and support teams in finding answers and resolving issues more quickly.

10. Reporting and Analytics: ServiceNow provides reporting and analytics capabilities, allowing organizations to track and analyze ticket data to identify trends, areas for improvement, and performance metrics.

11. Auditing and Compliance: The platform typically includes auditing and compliance features to ensure that tickets are managed according to established standards and regulations.

12. Integration: ServiceNow can integrate with other systems and tools used within an organization, such as asset management, change management, and monitoring tools, to provide a holistic view of IT operations.