ServiceNow IT Service Management (ITSM) is a comprehensive suite of tools and capabilities designed to help organizations manage their IT services and support efficiently. ITSM within the ServiceNow platform is built on ITIL (Information Technology Infrastructure Library) principles and includes a wide range of features to streamline IT operations, improve service delivery, and enhance the overall user experience. Here are key aspects of ServiceNow ITSM:

1. Incident Management: ServiceNow ITSM allows organizations to efficiently handle and resolve incidents reported by users. It provides tools to record, categorize, prioritize, assign, and track incidents until they are resolved.

2. Service Request Management: Users can submit service requests for various IT services, such as hardware and software provisioning, account access, and more, through a user-friendly service catalog. ServiceNow automates request fulfillment workflows.

3. Change Management: Organizations can manage and control changes to their IT environment using ServiceNow’s change management capabilities. It ensures that all changes are assessed, approved, and implemented in a controlled and efficient manner.

4. Problem Management: ServiceNow supports problem management, allowing organizations to identify and address the root causes of recurring incidents. It aids in minimizing the impact of known issues on IT services.

5. Asset Management: ServiceNow’s asset management capabilities help organizations track and manage IT assets, including hardware, software, licenses, and contracts. It helps optimize asset utilization and reduce costs.

6. Configuration Management Database (CMDB): The CMDB in ServiceNow stores and manages configuration data for IT assets and services. It provides visibility into the relationships between various components and their impact on services.

7. Service Level Management (SLM): ServiceNow allows organizations to define and manage service level agreements (SLAs) to ensure that IT services meet agreed-upon performance and availability targets.

8. Knowledge Management: ServiceNow’s knowledge management capabilities enable organizations to create, maintain, and share knowledge articles. This helps users find answers to common IT issues quickly.

9. Service Portfolio Management: Organizations can define and manage their portfolio of IT services, including service offerings, service catalogs, and service descriptions.

10. Self-Service Portals: ServiceNow provides self-service portals for users to request IT services, report incidents, and access knowledge articles. It empowers users to find solutions and request assistance independently.

11. Automation: ServiceNow offers workflow automation and orchestration capabilities, allowing organizations to automate routine tasks and processes, reducing manual effort.

12. Integration: ServiceNow can integrate with other IT systems and applications, creating a unified IT environment. It facilitates data sharing, process automation, and a seamless user experience.

13. Reporting and Analytics: The platform includes reporting and analytics tools to monitor IT service performance, track key metrics, and make data-driven decisions for continuous improvement.

14. Mobile Accessibility: ServiceNow provides mobile apps and a mobile-responsive interface, ensuring that users can access IT services and support on various devices.