The ServiceNow Ticketing Tool is a cloud-based solution designed to streamline IT service management (ITSM) by efficiently handling incidents, requests, problems, and changes within an organization. It serves as a centralized platform for managing IT-related issues, ensuring faster resolution and improved productivity.

Key Features and Workflow

The ServiceNow Ticketing Tool operates in a structured three-step process: Reporting, Managing, and Resolving issues.

1. Reporting an Issue: Issues can be reported through various channels, such as creating incidents directly in ServiceNow, sending emails, using service portals, or automated system logs. For example, if a device malfunctions, users can log the issue via the ServiceNow interface or email.

2. Managing the Issue: Once reported, the issue is assessed for urgency and impact, prioritized, and assigned to the appropriate technical team. The support team then works to restore normal operations while tracking progress and providing updates.

3. Resolving the Issue: The resolution process involves documenting the solution, including details like who resolved the issue and how. If unresolved, escalation rules notify the appropriate teams, ensuring accountability and adherence to Service Level Agreements (SLAs).