How ServiceNow IT Ticketing System Resolve IT Issues?

Sustaining the smooth running of IT processes is challenging for organizations due to the increasing frequency of IT issues such as data loss, cybersecurity concerns, and lack of IT support.

If you encounter problems in ensuring smooth IT operations due to ongoing IT disruptions and are looking for a robust solution, then the ServiceNow IT ticketing system is your savior.

Now, the question arises about how the ServiceNow IT ticketing system ensures proper IT operations. In this blog, we will uncover what is ServiceNow ticketing tool, and how it resolves IT issues and develops a resilient and effective IT operational framework in your organization.

What is ServiceNow IT Ticketing System & Why Use it?

Ensuring efficient IT operations at all times involves substantial money, time, and effort. So, ServiceNow introduced its ticketing tool.

ServiceNow can handle various types of tickets, including incidents, service requests, problems, and change requests. Incidents are unplanned disruptions in the quality of IT services while problems are tickets that signify unplanned disruptions. Both types of tickets are resolved by the ServiceNow IT ticketing system. This tool also handles any modification to IT services and requests for access to service-related tickets.

Now, one question must be popping in your head, “Why does my organization needs ServiceNow IT ticketing system at all?”

The answer lies here: with organizational scaling, the need for a proper system or platform to manage employee IT problems arises. Here, ticketing software plays the main role in converting all service requests into a single point of contact (POC).

Organizations are largely struggling with disorganized ticket generation because managing tickets manually across several communication platforms is challenging. Lack of effective workflow management escalation and poor monitoring of ticket progress are also pressing issues for organizations, increasing the need for a seamless IT ticketing tool.

Organizations must also immediately address challenges related to inefficient customer communication and the limited ability to expand support resources. Here, the ServiceNow ticketing tool comes to your aid.

How ServiceNow IT Ticketing System Helps Resolve IT Issues?

Before getting to know how ServiceNow IT ticketing system ensure proper IT functioning, let us know about this ticketing tool’s lifecycle:

The ServiceNow ticketing tool follows an organized stepwise process for solving IT problems. It comprises three steps:

• Reporting an issue
• Managing an issue
• Resolving an issue

Now, let us get move on to the unique features and functioning of the ServiceNow IT ticketing system:

1. Unified Requests Repository

• ServiceNow IT ticketing system is a unified repository for all IT incidences. A unified requests repository is a centralized database that stores and manages all service-related information.
• This consolidated system helps eliminate duplicate entries and offers a comprehensive view of concurrent IT concerns. Also, the IT team of your organization gain a broad perspective on such issues through ServiceNow ticketing tool.
• ServiceNow ticketing tool through unified repository system leads to fast resolution of IT issues as agents can efficiently prioritize, monitor and assign tickets as they possess all the required information.

2. 24/7 Accessibility

• The occurrence of IT service problems is not limited to business hours so the 24/7 accessibility of ServiceNow and the facility to report an issue regardless of time and location is a crucial one. Overall, it helps in reducing downtime and ensuring smooth business functioning.
• This is specifically useful for global and remote teams of your organization.

3. Ticket Creation via Multiple Channels

• With consideration to users’ diverse preferences in mind, ServiceNow enables them to create a ticket through different channels like web portals, virtual agents, service portals, email and mobile apps.
• The versatility of ServiceNow ticketing tool enhances the overall user experience. Also, quick resolution of common or standard requests by the virtual agents decreases the workload of the IT support team, thereby allowing your IT personnel to direct their attention towards more complicated problems.

4. Automated Responses and Updates

• ServiceNow ticketing tool replaced manual follow-ups and status tracking with automated responses and updates.
• ServiceNow notifies users on ticket-progress through real-time notifications. Subsequently, AI-driven automation assigns tickets to suitable IT teams based on the type and urgency of the issue which leads to fast resolution of IT discrepencies preventing bottlenecks.

5. Communication Tracking Between Employees and Agents

• ServiceNow ticketing tool maintains a complete record of all employee-IT team interactions within each ticket which mitigates the possibility of miscommunication as all discussed are recorded and maintained in one place.
• It also helps in quick troubleshooting and aids in smooth user experience through efficient collaboration of IT support teams.

6. Employee Visibility into Status of Requests

• ServiceNow ticketing system gives visibility to employees wherein they can monitor progress of their IT disruptions in real-time that keeps them aware of probable resolution timeline and reduce work frustration.
• Such transparency reduces repeated or follow-up inquiries to your IT teams as users have clear updates and timelines of status of their requests which contribute towards building and strengthening trust among the IT teams and employees.

7. Data for Reporting and Analytics

• IT managers can easily determine recurring issues and apply long-term fixes through insightful data provided by ServiceNow ticketing system which further improves the overall IT service quality.
• Performance tracking ensures that service level agreements (SLAs) are fulfilled, indicating service excellence of IT teams.
• AI-driven insights facilitate IT teams to address potential issues prior to their escalation, allowing for continual service improvement and maintenance.
• ServiceNow’s AI-powered ticketing system uses AI algorithms to streamline workflows, making ticket management smoother and more efficient.

Let us discuss a hypothetical scenario demonstrating how a company reduced IT downtime using ServiceNow IT ticketing system:

“James corporation transformed its IT operations with the help of ServiceNow’s IT ticketing system which were once disrupted due to frequent IT issues. Previously, the staff members encountered frustrating delays reporting issues through phone calls and emails, resulting in increased downtime. A centralized portal was created with ServiceNow IT ticketing tool. Now employees report incidents or any IT issue with complete details and these issues are automatically routed to the relevant teams. Automated workflows help in efficient and timely resolution with prioritization of critical issues. IT managers can see incident trends through real-time dashboards which ultimately leads to proactive problem-solving. This streamlined process decreased average resolution time via 42%, reducing downtime, eliminating frustration among employees and fostering employee productivity.”

Difference Between ServiceNow IT ticketing system vs Other Ticketing System

ServiceNow ticketing system is highly customizable and offers a complete solution through IT Service Management (ITSM) which is explained in the following section in brief. On the contrary, other ticketing systems focus on basic functions like ticket logging and monitoring. The ServiceNow ticketing tool offers AI-driven insights and workflow automation, making it viable for complex enterprise environments.

ServiceNow’s AI-powered ticketing system suggests solutions and spots trends in customer questions, enhancing the customer and employee experience (EX). Other ticketing systems are relatively simple but lack advanced features for your organization’s digital transformation.

Taking ServiceNow ticketing Further with ITSM

A solid and seamless ticketing system is a pivotal area of employee support and service, but it is only one area of the entire system. To give employees wholesome experiences and robust solutions, your organization needs to expand its focus beyond ticketing.

IT Service Management (ITSM) is centered on employee requirements. It assures the planning, support, and delivery of IT services via integrated technology, processes, and people. It mainly emphasizes consistent improvement with the delivery of IT support as a service.

ITSM is more inclusive than other ticketing systems as it describes the tools and procedures IT teams utilize for managing all services. ITSM ensures that employee issues are resolved as soon as possible with utmost efficacy while aligning IT goals with overall business objectives. To be precise, ITSM harnesses the power of information technology to benefit both businesses and employees.

Build a Seamless IT System with ServiceNow IT Ticketing System and Aelum Consulting

The ServiceNow ticketing tool is the answer to your organization’s poor IT ecosystem and sluggish IT processes. It helps resolve IT issues efficiently. You must implement the ServiceNow IT ticketing system to address a range of issues, from disorganized ticket generation and inefficient workflow management to poor ticket handling.

As a reliable and leading ServiceNow Premier partner, Aelum Consulting harnesses the transformative capabilities of ServiceNow for enhancing efficiency of IT processes and fostering employee experience. With more than a decade’s industrial experience, we have an impressive track record of transforming IT processes as evident in our 4.86 CSAT score. Our team of 150+ ServiceNow professionals are ready to modify and revolutionize the ServiceNow ticketing system to your distinct preferences.

Talk to our certified experts to gain insights on how ServiceNow can aid you resolve IT issues quickly and efficiently.

Frequently Ask Question (FAQs)

1. Difference between IT ticketing tool vs help desk vs service desk

An IT ticketing tool is the basic software for tracking and managing IT issues whereas a help desk is usually a team or software which resolves simple user problems and answers user questions. Further, a service desk is a wider approach to IT management as it takes into account the overall experience of users apart from managing incidents, requests and all IT services.

2. Is ServiceNow ITSM similar to a ticketing tool?

No, ServiceNow ITSM includes a ticketing tool, so it is not similar to this rather it is an all-inclusive platform for IT service management focused on design, planning, delivery and improvement of IT services. ServiceNow ITSM consists of change to incident and problem management where ticketing tool is just one functionality of it.

3. Benefits of ServiceNow IT Ticketing tool 

ServiceNow IT ticketing tool has multiple benefits such as streamlined processes, fast resolution of IT issues, clear tracking of issues, automated updates and responses as well as improved customer and employee experience through centralized IT service requests and optimized workflows.

4. How does ServiceNow ticketing system work? 

ServiceNow ticketing system as a part of ITSM platform allows users to report, monitor and resolve requests, incidents and issues which includes an entire cycle of ticket creation to ticket resolution and closure. It also includes automated alerts, ticket categorization and prioritization, ticket routing and ticket management.

5. Is ServiceNow a ticketing system?

ServiceNow has an efficient ticketing system, but it is a comprehensive service management platform wherein its ITSM module comprises of ticketing function for managing and quickly resolving incidents. However, its scope goes far beyond ticketing from automation of workflow to knowledge and asset management. Overall, the ticketing tool is an important element of the ServiceNow platform.