Modules · 7 min read read
What Is ServiceNow ITSM? Incident, Problem and Change Explained
Understand ServiceNow ITSM — Incident, Problem, Change, Request and CMDB — and why it is the most popular starting module for ServiceNow careers.
By the NowPath Institute trainer team ·
ITSM in plain English
IT Service Management is how an organisation delivers and supports IT services for its employees. ServiceNow ITSM implements ITIL practices as configurable workflows.
Core ITSM processes
Each process has its own table, lifecycle and SLAs on the platform.
- Incident – restore service quickly
- Problem – find and remove root causes
- Change – deploy safely with approvals
- Request – fulfil standard service requests
- Knowledge – share solutions
- CMDB – track configuration items
Who works on ITSM
ITSM consultants, admins and developers configure these processes. Because nearly every ServiceNow customer starts with ITSM, it offers the widest set of job openings.