ServiceNow for IT Service Management

Master IT Service Management with Real-World ServiceNow Expertise. Key Features ● Comprehensive ITSM concepts explained with real-world context and use cases. ● In-depth ServiceNow guidance to implement and optimize IT workflows. ● Practical process coverage: Incident, Problem, Change and Request Fulfilment. ● Step-by-step guidance to align IT services with business goals. Book Description ServiceNow has become the cornerstone of modern IT Service Management (ITSM), helping organizations streamline workflows, improve service delivery, and achieve operational excellence. ServiceNow for IT Service Management is your practical guide to mastering ITSM concepts, and leveraging ServiceNow, whether you are starting your IT career or enhancing expertise. Beginning with the fundamentals, the book explains ITSM principles, frameworks, and their relevance to today's enterprises in simple, practical terms. You will then explore the ServiceNow platform, its evolution, modules, and role in transforming IT operations. From there, the book takes a hands-on approach, guiding you through Service Desk operations, Service Catalogues, and Request Fulfilment, before advancing to Incident, Problem, and Change Management. You will also gain insights into supporting functions such as Knowledge Management, CMDB, Access Management, and Event Management-essential for IT stability and scalability. Each chapter builds progressively, bridging theory with real-world application, including ServiceNow use cases at every step. By the end, you will understand ITSM theory, and gain practical skills to implement and optimize it with ServiceNow. Hence, whether you are an IT professional, administrator, or business leader, this book equips you to streamline workflows, reduce disruptions, and deliver IT…