ServiceNow Overview

Questions and Answers

Match the following ServiceNow components with their descriptions:

Ticketing Tool = Tracks and resolves incidents, requests, and changes Configuration Management Database (CMDB) = A centralized repository of IT assets and their relationships Incident Management = Manages and fulfills service requests, including approval and fulfillment processes Problem Management = Identifies and resolves root causes of incidents

Match the following benefits with their corresponding ServiceNow components:

Streamlined incident resolution = Ticketing Tool Improved IT asset visibility and management = Configuration Management Database (CMDB) Enhanced change management and control = Configuration Management Database (CMDB) Improved communication and collaboration = Ticketing Tool

Match the following key features with their corresponding ServiceNow components:

Automated workflows and escalations = Ticketing Tool Asset management = Configuration Management Database (CMDB) Service mapping = Configuration Management Database (CMDB) Request management = Ticketing Tool

Match the following with their descriptions:

<p>Incident management = Track and resolve incidents Request management = Manages and fulfills service requests Problem management = Identify and resolve root causes of incidents Configuration management = Track and manage changes to IT assets and services</p> Signup and view all the answers

Match the following ServiceNow components with their primary functions:

<p>Ticketing Tool = Manages and tracks incidents, requests, and changes Configuration Management Database (CMDB) = Manages IT assets and their relationships Incident Management = Resolves incidents Problem Management = Resolves root causes of incidents</p> Signup and view all the answers

Study Notes

ServiceNow Overview

ServiceNow is a cloud-based IT service management (ITSM) platform that provides a range of features and functionalities to support IT services.

Ticketing Tool

ServiceNow provides a ticketing system to manage and track incidents, requests, and changes
Key features:
- Incident management: track and resolve incidents, including automated workflows and escalations
- Request management: manage and fulfill service requests, including approval and fulfillment processes
- Problem management: identify and resolve root causes of incidents
Benefits:
- Streamlined incident resolution
- Improved communication and collaboration
- Enhanced customer satisfaction

Configuration Management Database (CMDB)

ServiceNow's CMDB is a centralized repository of IT assets and their relationships
Key features:
- Asset management: track and manage IT assets, including hardware, software, and services
- Configuration management: track and manage changes to IT assets and services
- Service mapping: visualize and understand the relationships between IT assets and services
Benefits:
- Improved IT asset visibility and management
- Enhanced change management and control
- Better decision-making with accurate and up-to-date data

ServiceNow Overview

ServiceNow is a cloud-based IT service management (ITSM) platform providing features and functionalities to support IT services.

Ticketing Tool

ServiceNow provides a ticketing system to manage and track incidents, requests, and changes.
Incident management features include tracking and resolving incidents, automated workflows, and escalations.
Request management features include managing and fulfilling service requests, including approval and fulfillment processes.
Problem management features include identifying and resolving root causes of incidents.
Benefits of the ticketing tool include streamlined incident resolution, improved communication and collaboration, and enhanced customer satisfaction.

Configuration Management Database (CMDB)

ServiceNow's CMDB is a centralized repository of IT assets and their relationships.
Asset management features include tracking and managing IT assets, including hardware, software, and services.
Configuration management features include tracking and managing changes to IT assets and services.
Service mapping features include visualizing and understanding the relationships between IT assets and services.
Benefits of the CMDB include improved IT asset visibility and management, enhanced change management and control, and better decision-making with accurate and up-to-date data.