IT Service Management (ITSM)
The flagship module: run IT as a service with incident, problem, change, request and knowledge.
IT Service Management is the product most organisations adopt first, and it defines the task model the rest of the platform reuses. ITSM digitises the classic ITIL practices, logging issues, restoring service, controlling change and publishing knowledge, on a single system of record so IT stops living in email and spreadsheets.
- Core applications
- What powers it
- Why it matters for developers
- Try it Yourself
IT Service Management is the product most organisations adopt first, and it defines the task model the rest of the platform reuses. ITSM digitises the classic ITIL practices, logging issues, restoring service, controlling change and publishing knowledge, on a single system of record so IT stops living in email and spreadsheets.
Core applications
- Incident Management, restore service fast when something breaks.
- Problem Management, find and remove root causes.
- Change Management, assess, approve and schedule changes safely.
- Request Management & Service Catalog, order services through a storefront.
- Knowledge Management, capture and reuse answers.
What powers it
ITSM leans on the CMDB to relate records to real infrastructure, on SLAs to hold response and resolution times, and on the Service Portal and Virtual Agent to give employees self-service. The modern experience is the Service Operations Workspace, and Now Assist adds AI summaries and resolution suggestions.
task table. That is why assignment, SLAs, approvals and work notes behave identically across them, learn the task model once and it transfers everywhere.Why it matters for developers
Because ITSM sits on task, almost every business rule, client script and flow you write early in your career touches these tables. Master ITSM and you understand 70% of a typical implementation.
▸ Press Run to execute.
Runs in a sandbox in your browser. Mock gs and GlideRecord and sample data are provided.
Authoritative sources
- ServiceNow Product Documentation - Official ITSM application docs
- ITIL 4 (Axelos) - The service-management framework ITSM implements