What is ServiceNow Ticketing Tool | You Should Know In 2022

IT software

By Anita Basa

Every business, either digital or conventional, must have IT infrastructure in place. With strong resources and infrastructure, employees may benefit from automated processes and simple access to data. Nonetheless, as valuable as the benefits are, no information technology system is flawless. Issues emerge from time to time, and in the worst-case situation, resolving a single issue might take weeks. As a result, production is placed on hold, which has a significant impact on productivity.

To reduce time-consuming resolution processes and resource waste, the IT sector launched the ServiceNow Ticketing Tool. It quickly is now one of the fastest-growing technologies, revolutionizing the way we utilize information technology for business.

Table of Contents:

What is ServiceNow Ticketing Tool?

ServiceNow Ticketing Tool is in high demand these days, particularly in the information technology sector. The reason for this is that it enables seamless and effective workflow management, which is normally impossible due to the numerous barriers present in the work environment on a daily basis. This program results in a logical and well-organized approach that aids in the resolution of challenges.

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ServiceNow ticketing tool is primarily cloud-based technology designed in accordance with ITIL standards. It is critical to the ITSM business. This program delivers superior business administration services and streamlines the whole process. It automates the process by leveraging data and machine learning.

ServiceNow is a scalable and dependable cloud-based software solution with an intuitive user interface that enables more effective IT and business administration. It enables improved technical performance by delivering all information necessary to diagnose and resolve issues without relying on emails or spreadsheets.

Several of the primary features that industries or businesses may benefit from while utilizing this program include the following:

  • Costs associated with operations.
  • Reduced downtime.
  • Cost-cutting.
  • Enhancement of consumer happiness.
  • Monitoring and administration of operations are made simple.
  • Optimization of Workflow structure.
  • Logical reasoning in business.
  • Dashboards.
  • Mapping of Services.
  • Customize the business application.
  • Administration of the search.
  • Keep an eye on employee engagement.

How Does ServiceNow Ticketing Tool Work?

The ServiceNow Ticketing Tool‘s operation is divided into stages. The procedure is meticulously designed to ensure the greatest possible customer experience and prompt replies and remedies. We’ll walk through each process with an instance to explain and analyze the tool. Consider the following scenario of a broken phone component:

  • Reporting Phase

The reporting phase is the initial stage of the ticketing tool ServiceNow.  The issue must be submitted to the system during this step for further processing and interpretation. In the scenario mentioned above, the phone issue must be notified to the network. There are four distinct methods for addressing this issue. Let us also explore the various modes of reporting.

  • By immediately generating an incident in ServiceNow.
  • By expressing the problem by email to the company’s official e-mail address.
  • By approaching the support desk personnel personally or by phone call.
  • By submitting a new incident using the service portal or solution catalog.
  • Managing Phase

The Management Step is the second phase of the ServiceNow Ticketing tool’s lifecycle. The management phase enables us to comprehend the issue’s analysis and potential solutions. Additionally, this phase involves three distinct phases, which are stated below:

  • Assessment: During this stage, administrators will assess the mentioned problem and determine the priority of correcting it. They will assess the problem’s effect, and the algorithm will then be assigned a relative priority.  
  • Assignment: After the assessment, highly qualified and developed technical personnel will address the reported event. They must act and rectify the problem.
  • Handling: The team will assess and undertake any necessary operations or tasks to restore the normal workflow.

Additionally, ServiceNow helps monitor the status of an event and the operations occurring to resolve it. If the issue has been remedied and no more help is necessary, the incident can also be terminated. 

  • Resolving Phase

The Resolving stage is the most important stage in the ServiceNow Ticketing tool’s lifecycle. This phase focuses on resolving the issue at hand. If the issue has been remedied, the instance can be terminated and the problem solved. However, the technical staff cannot guarantee that it has been fixed until they get confirmation through email, form submission, or other means.

To properly handle and close the occurrence or ticket, all pertinent information such as who handled it, when it was settled, what fix was provided, and the kind of resolution must be recorded into the system.

If the issue has been resolved permanently, you will be notified to close down, or you must reply to the company for them to do so. If the department does not hear back from you, they will wait a certain amount of time and then dismiss the ticket. 

Major Issues in ServiceNow Ticketing

Primarily, an implementation process entails coupling two different systems to communicate ideas and coordinate efficiently. Nevertheless, it is not a quick procedure, and there is no one-size-fits-all strategy for ensuring its success. From our experiences, we’ve prepared a series of frequent ServiceNow integration challenges and how to avoid them:

  • Terminology for Data Classification and Labelling

One of the most often encountered challenges when integrating ServiceNow with a current framework is comprehending the distinctions in classification and labeling terms. An identical function in your previous system might well be labeled under a different title than on the ServiceNow portal. 

Your deployment team must identify these distinctions and connect them effectively.

  • Inadequate Allocation of Resources

This is a more common occurrence among small and medium-sized businesses. The executive staff responsible for implementing the single case is frequently as small as one, two, or three employees. This tiny crew is in charge of system integration, testing, and development.

Often, these activities really aren’t their only obligations, and they should balance them with their basic job tasks. This results in a lose-lose situation for everyone, as they are unable to focus entirely on updating the ServiceNow instance and are also unable to be productive in their core job. 

It’s good to establish an updated team, either locally or through a Managed Service Provider (MSP), and allocate tasks, and delegate to maximize your resources.

  • Inadequate Expertise

As a follow-up to the prior statement, resources are already scarce. Even if you are able to dedicate a reasonable number of them without jeopardizing your primary initiatives, you should assess if those assets possess the necessary knowledge. 

If they do not, you may need to spend time training them. This may take a bit longer, but this will guarantee a more seamless installation.

  • Difficulty in Recruiting Personnel

Assume that finance is not an issue for your business. This does not guarantee that you will have access to the finest ServiceNow talent available. ServiceNow has been gaining popularity on a daily basis. Many skilled ServiceNow professionals are aware of their worth and will not stand still—which means your human resources staff may have to work hard to fill vacant positions. 

Similarly, you may select a MAP that maintains access to the world’s most significant talent available as a result of the numerous assignments they manage at any one moment.

Additional typical ServiceNow Ticketing tool concerns are listed below:

  • The UI is not as appealing as it may be and is less engaging.
  • Drawbacks when it comes to reporting functions due to their complexity.
  • Accountability for time away from work as well as time spent fixing a problem.
  • Users become confused when UI/UX changes are made on the fly.
  • Searchability is in its infancy.
  • When numerous owners utilize it, performance degrades.

Types of Tickets ServiceNow Can Resolve

To resolve difficulties effectively, users must first comprehend them thoroughly, classify them appropriately, then work on them swiftly. When recognizing an issue, extreme caution and rationality must be used. As a result, the ServiceNow team has created four categories, as stated below:

1. Incident Management

This category is for accidental difficulties that result in unexpected pauses in the supply of IT services.

2. Problem Management

Tickets are used to ascertain the root cause of certain situations. The primary focus of this classification is on the underlying cause of an issue.

3. Request Administration

Request Management creates tickets for minor requests such as an inquiry or assistance from the IT staff.

4. Change Management

This issue is raised whenever there is a requirement for a change to the IT infrastructure. Users can create tickets under this category to request the addition, removal, or modification of any IT services.

At first, everyone struggles to distinguish between an issue and an occurrence. To be more explicit, Incident Management is totally focused on fixing a single issue and promptly resuming the normal flow of business. 

While Problem Management is concerned with determining the fundamental cause of such situations and addressing them in order to avoid future occurrences.

Thus, if your ticketing system is unable to distinguish between an Incident and a Problem, it poses a major threat to the entire IT operation of your business. If a system overlooks the core cause of such accidents and they continue to occur, it can have a detrimental impact on the reliability of your information technology services.

We can better comprehend this with the aid of a common life example. If a person is suffering from severe health problems, the assistance of some random medications will be ineffective for an extended period of time. The troubles will resurface when the medication’s influence has worn off.

To ensure the patient’s total recovery, a specialized physician will need to do a thorough examination to determine the source of the patient’s discomfort. Here, ServiceNow acts like a physician, curing the primary issue in your issue management workflow.

Why Choose ServiceNow for Ticketing System?

ServiceNow is renowned for its effectiveness and aids in the organization’s hierarchical growth. Almost every sector is concerned with business elements and is constantly looking for ways to improve their operations by resolving complicated difficulties and concerns that develop and attempt to satisfy business needs.

ServiceNow provides its services to various industries, including information technology manufacturers and suppliers, manufacturing companies, insurance firms, banking sectors, retail, government services, oil and natural gas, hotels and lodging, health care providers, transportation providers, non-profit organizations, and real estate firms. The list consists of consumers who are active on the ServiceNow platform and make use of it:

Administrators: ServiceNow gives administrator users authentication and authorization, roles, and rights to operate.

Employees: ServiceNow is used by employees to seek IT-related management services.

IT Support Team: The IT helpdesk uses ServiceNow to resolve issues submitted via tickets, work orders, or issues.

Implementers: ServiceNow is used by implementers to deliver business proposals and features that assist in meeting corporate needs and preferences.

Developers: Developers utilize ServiceNow to add or build new capabilities or functionalities by extending the basic settings using scripts.

There are several primary reasons for using ServiceNow. Several of these are detailed below:

  • ServiceNow achieves its objectives through enabling cost savings in the IT Management Solution. Costs have been reduced by up to 60%, and that is a significant saving.
  • ServiceNow assists organizations in upgrading and implementing new working practices, business processes, and so forth with information that results in the organization’s improvement.
  • ServiceNow enables various types of customers, such as clients, partners, and users, to make necessary updates or alterations to the platform, hence improving processes and providing better results.
  • As an integral part of the business, ServiceNow enables workers to perform efficiently and meet performance objectives, which results in an increase in service quality.
  • It gives help in a variety of methods, including email, forums, chats, and quizzes.
  • ServiceNow is a SaaS platform that automates the setup, deployment, upgrades, and maintenance of enterprise software.
  • Assists in completing tasks within specified schedules and procedures.
  • Provides a branded customer-facing service portal with real-time reporting purposes via an instance-based solution.
  • Provides enhanced operational tracking capabilities with the simplicity of customization.

Benefits of ServiceNow Ticketing Tool

ServiceNow enables enterprises to achieve comprehensive digital transformation by increasing transparency, adaptability, productivity, profitability, and customer satisfaction. Below are the key benefits of ServiceNow:

Omnichannel Support

Instead of constraining workers to connect via one or two specified channels, or even enabling them to interact via a variety of channels, ServiceNow offers a real, seamless integration omnichannel solution. Regardless of how an employee seeks assistance, all interactions occur within a unified, common platform.

All pertinent data is stored and accessible within the system, and discussions may continue undisturbed across all communication channels and even numerous contacts.

Satisfies Demands

Consumers and workers now expect greater openness than at any previous time. At the moment, staff and customers may access their support tickets at any time, as long as they are connected to the internet.

ServiceNow provides a consolidated platform for tracking progress and ensuring compliance. Previously disjointed communication procedures, such as emails and worksheets, can be substituted with an integrated model.

This unified platform offers operational tools for connecting separate functions and routing requests and communication elements like alarms and progress tracking that notify the appropriate parties. ServiceNow acts as a consolidated collection of apps by maintaining a continuous, public status record, displacing inefficient, manual operations.

Increased Efficiency of Digital Solutions

ServiceNow, which is completely cloud-based and available at any time, from any place, and on any approved device, enables employees to obtain critical IT help whenever and however they need it. IT agents can quickly collaborate on problems, while self-service alternatives like virtual assistants, chatbots, and communication portals powered by AI enable employees to seek solutions at the touch of a button.

Increased Contentment

Employees may resume their tasks more quickly with better, more precise resolutions requiring minimum effort and fewer impediments. Moreover, with ServiceNow, properly aligned business goals contribute to overall job performance across the enterprise. This results in a higher quality of work-life, resulting in a more focused and happy workforce.

Ascertains Progress

Development and productivity become transparent, providing insight to both staff and consumers. There is a specific point of sight, data collection, and analysis that demonstrates organizational behavior. A centralized window enables all parties to monitor their colleagues’ activities and the framework in which their activities fit inside the company. 

Every procedure and functionality can now be evaluated and viewed in context. The progress of proposals improves accountability because it is readily visible. Previous boundaries are dissolved, allowing firms to succeed via efficient collaboration and a greater understanding of processes, enabling staff to tackle problems proactively.

Resolves Issues

ServiceNow enables organizations to gather, evaluate, and visualize data, generating insights and resolving problems. The organizational analytics and reporting capabilities assist in exposing patterns and identifying roadblocks.

These capabilities provide visibility into performance benchmarks such as problem identification and contractual arrangements. It can monitor behaviors in relation to objectives, provide reports, and evaluate success. 

To know ServiceNow Tips and Tricks, please checkout the Best ServiceNow Tips and Tricks to Work Effectively


ServiceNow is the platform that allows the development of a contemporary work environment, which is more necessary as technology and businesses grow. We hope you’ve got some idea and awareness from this ServiceNow ticketing tool blog.

About the Author

Anita Basa

I am Anita Basa, an enthusiastic Digital Marketer and content writer working at Mindmajix.com. I write articles on trending IT-related topics such as Microsoft Dynamics CRM, Oracle, Salesforce, Cloud Technologies, Business Tools, and Software.


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