ITIL (Information Technology Infrastructure Library) is a framework of best practices for IT service management (ITSM). ServiceNow, as a leading ITSM platform, incorporates ITIL principles and aligns with ITIL processes to help organizations implement ITIL practices effectively. Here’s how ITIL is integrated into ServiceNow:

1. Incident Management: ServiceNow’s Incident Management module aligns with ITIL by providing a structured process for identifying, recording, and resolving incidents. It helps organizations prioritize and manage incidents to minimize disruptions to IT services.

2. Problem Management: ServiceNow supports ITIL Problem Management by providing tools to identify the root causes of recurring incidents and problems. It enables organizations to implement permanent solutions to prevent future incidents.

3. Change Management: ServiceNow’s Change Management module adheres to ITIL Change Management principles. It ensures that all changes to IT infrastructure and services are assessed, approved, and implemented in a controlled and efficient manner.

4. Service Catalog: ITIL’s Service Request Management is facilitated through ServiceNow’s Service Catalog. Users can request IT services, hardware, and software through a user-friendly catalog, which automates request fulfillment workflows.

5. Service Level Management (SLM): ServiceNow allows organizations to define, monitor, and manage service level agreements (SLAs) to ensure that IT services meet agreed-upon performance targets, which is a key component of ITIL.

6. Knowledge Management: ITIL’s Knowledge Management principles are supported by ServiceNow’s Knowledge Management module. It helps organizations create, manage, and share knowledge articles to improve incident resolution and service request fulfillment.

7. Configuration Management Database (CMDB): ServiceNow’s CMDB is a central repository for configuration data, following ITIL Configuration Management practices. It helps organizations maintain accurate records of IT assets, dependencies, and relationships.

8. Release Management: ServiceNow aligns with ITIL Release Management by providing tools to plan, coordinate, and manage the release of changes and updates to IT services and infrastructure.

9. Service Portfolio Management: Organizations can define and manage their service portfolio, including services, service offerings, and service descriptions, aligning with ITIL’s Service Portfolio Management practices.

10. Request Fulfillment: ITIL’s Request Fulfillment process is supported through ServiceNow’s Service Catalog and Service Request Management modules, allowing users to request and track services, changes, and information.

11. Event Management: ServiceNow’s Event Management capabilities align with ITIL Event Management, helping organizations monitor and manage IT events and alerts to proactively identify and resolve issues.

12. Access Management: ITIL’s Access Management principles are implemented through ServiceNow’s Identity and Access Management module, ensuring that authorized users have appropriate access to IT services and resources.