ITIL concepts: ServiceNow admin must know To achieve productive IT (Information Technology) Service Management (ITSM) and to improve all the activities necessary for the delivery of end-to-end IT services in any organization, ITIL is a set of books with processes and best practices for ServiceNow admin. ITIL explains the service as a "means of providing value to customers by encouraging results that customers want to achieve. But to gain without owning real costs and risks within the process." The ITSM describes the structured approach within the company to plan, implement, and manage IT services. ITIL phases for ServiceNow admin The ITIL is classified into five major phases. In a service life cycle, each stage has a specific function to play and to shape the ITIL skeleton. Let's briefly look at each step. Strategy for ServiceNow admin This is the first step of ITIL, which sets out a new service plan (or improvements to a current service). In this process, the correct plan and roadmap of the service are prepared. In this step, all aspects of services are addressed, such as value development, capital, skills, investment, portfolio, etc. Development of Services for ServiceNow admin This is the next stage of ITIL, where, as per the service strategy, the architecture of the new or updated service takes place. It also lays down the practices, strategies, and solutions as per the requirements of the organization. Transitioning Facility This is ITIL's third stage and the main objective of this stage is to prepare, manage, develop, and deploy the new or modified production IT service (real world). The risk management and back out plans are also drafted at this point. Shift management, which is later clarified, is one of the significant processes undergoing service transformation. Operation in Servicefor ServiceNow admin The aim of this stage of ITIL is on the day-to-day IT services offered to customers. It ensures that any IT service is effectively delivered without any (or at least possible) interruption. This stage introduces
different processes that need to be carried out among them in the event of service interruption, crisis management, and issue management. Continual Service Improvement (CSI) for ServiceNow admin This stage highlights the steps to improve the overall productivity and performance of the service that could be taken. The CSI works closely with all the other stages and with a metric-driven approach, recognizes areas for change. ITIL, processes for ServiceNow admin Now let's look at the three key ITIL processes. System Transformation is part of Change Management and Service Execution is part of Crisis Management and Issue Management. Change Management for ServiceNow admin It is an approach that directs how the service transition is planned, handled, and assisted. This deals with some kind of transition inside the enterprise. Technological transition, process change, organizational transformation, changes related to physical data centers, etc. Moreover, there are changes related to apps, changes related to servers, etc. In any ITIL tools such as ServiceNow, Remedy, etc to monitor the change, a particular change request is raised. The change request requires several steps, such as evaluation, acceptance, budgeting, documentation, etc., which may differ according to the policies of the organization. Incident management for ServiceNow admin It is a technique for the detection, review, management, and reconstruction of any damage caused by the operation. Management of accidents ensures that the service performance is up to the mark and any disruption in the quality of the service is restored as soon as possible. In the ITIL tool, a new incident record with a unique ticket number is raised by the support/service desk executive for every recorded disturbance. The appropriate team then analyses and restores the service. And it changes the Incident ticket in the ITIL tool accordingly. Issue management for ServiceNow admin The goal of issue management is to determine a permanent root cause for the recurrent incidents. Issue management mitigates the effect of the services' recurrent accidents. As per ITIL tradition, for repeated types of accidents, a problem record is raised. The appropriate team finds the specific root cause and proposes to alter or repair the service to permanently address the incident. For the proposed fix/update, a change request is raised and it is introduced in production through the mechanism of change management. Examples of the whole process for ITIL for ServiceNow admin Let's take the example of Bookbuudy ltd., a startup that sells books online through its website. In selected cities, the firm plans to introduce a book rental service. This service includes a facility for the distribution and return of leased books to the doorstep. Since its formation, the company has followed the ITIL system and since this is a new service, it should experience different ITIL phases. Strategy for Services
The idea for a service is first presented to the stakeholders. Discussions will take place at this point on the consumer base, return on investment (ROI), costs, market analysis, rivals, and business model. Development of Services The specialists in the related fields prepare the blueprint of the operation. At this point, the technology that will be used to provide the customer with the service, subscription plans, payment system, design of the online platform, delivery and return model, and fees are finalized. Transition in Service The scope and architecture of the service are already established at this point. In the transition to service, the planning to introduce the service begins. The change request is raised for the new service and the respective teams perform tasks such as software creation, budgeting, acceptance, acquisitions, inventory management. The service roadmap is finalized and milestone dates for the service to go live are set. The activity of a service The service is now in production and all problems (whether one-time or recurring) reported by the consumers, users, or internal team during the service delivery are monitored and handled by the service operation. A continual increase in service for ServiceNow admin The opportunities to improve service are found in this continuous process, such as the internal IT team proposing a new CMS (content management system) tool for their website, which offers enhanced analytics, easy access, and enhanced functionality. Management of Transition, Event and Issue management for ServiceNow admin An example of Book buddy Ltd. is discussed below concerning change management, incident management, and issue management. The concept of introducing the new CMS as part of continuous service enhancement has been advanced by BookWorm ltd. The service development plan undergoes different phases of ITIL - Service Strategy, Service Design, Transition to Service, and finally, the new CMS is being introduced in production and tracked as part of the operation of the Service. The new CMS works as expected and provides improved functionality. A customer using book rental service calls the customer service one fine day and states that he had opted for the monthly subscription of his basic plan, but was charged according to the premium plan. In the ITIL tool, the customer service manager produces an incident ticket for the problem and forwards it to the respective team. This is the management process of the incident. The IT team reviews the problem and explicitly corrects the sum of the bill and the schedule from the backend (database) and marks the incident as resolved. Over time numerous related events have been reported by different clients. After manual adjustment from the backend fixes the problem, the IT team decides to find a permanent root cause and fix this issue. In an ITIL tool, they open a problem record for this recurrent event and start the
investigation. This is a process of issue management. The team spots a bug in their script after analysis and recognizes the changes needed in the script as part of the repair. The IT team is now sending a request for an update to the ITIL tool to correct the latest CMS script and start working on code changes. This is the management process of the transition. The change proposal goes through different phases of approval, prioritization, and budgeting, and eventually, as per the agreed date, it is introduced in production. Conclusion I hope you reach to a conclusion about ITIL concepts for ServiceNow Admin. Learn more insights from this technology through ServiceNow Admin online training.