ITSM (Information Technology Service Management) in ServiceNow refers to the use of the ServiceNow platform to manage and optimize IT services and processes within an organization. ServiceNow provides a comprehensive set of tools and features to support ITSM practices, helping organizations improve the efficiency and effectiveness of their IT operations.

Here are some key ITSM capabilities in ServiceNow:

1. Incident Management: ServiceNow allows you to track and manage incidents reported by users or detected through monitoring tools. It helps in quickly resolving issues to minimize downtime.

2. Problem Management: IT teams can use ServiceNow to identify the root causes of recurring incidents and implement long-term solutions to prevent them.

3. Change Management: ServiceNow helps in planning, tracking, and implementing changes in the IT infrastructure while minimizing risks and disruptions.

4. Asset Management: You can maintain an inventory of IT assets, track their lifecycles, and manage procurement and disposal processes.

5. Service Catalog: Create a service catalog with predefined services and items that users can request, streamlining the service request process.

6. Knowledge Management: Store and manage knowledge articles that can be used for self-service by users and as reference material for IT support teams.

7. Service Level Management: Define and track service level agreements (SLAs) to ensure that IT services meet agreed-upon performance standards.

8. IT Automation: ServiceNow supports workflow automation, which can be used to automate routine IT tasks and processes.

9. Reporting and Analytics: Generate reports and use analytics to gain insights into IT performance and identify areas for improvement.

10. Integration: ServiceNow can be integrated with other IT tools and systems to create a seamless IT environment.