2. Agenda
• What is ServiceNow
• Benefits of ServiceNow
• Why ServiceNow
• Who uses ServiceNow
• Products of ServiceNow
• ServiceNow Overview and Fundamentals
3. What is ServiceNow?
• Cloud platform for IT services, business
processes, and workflows.
• Improves efficiency, speed, and user
experience.
• Connects people, processes, and technology.
• Xanadu version adds new features and smart
automation.
4. Why ServiceNow?
• Simplifies and automates complex business
processes.
• Improves experiences for customers and
employees.
• Provides real-time tracking and performance
insights.
• Supports digital transformation goals.
5. Key Features and Capabilities
• IT Service Management (ITSM)
• IT Operations Management (ITOM)
• IT Asset Management (ITAM)
• HR Service Delivery (HRSD)
• Customer Service Management (CSM)
• Security Operations (SecOps)
• Creator Workflows & App Engine
6. Who Benefits from ServiceNow?
• IT departments – Service Management
• HR teams – HR Service Delivery
• Customer service – CSM
• Security teams – Security Operations
• Developers – Custom applications
• Industries: banking, healthcare, telecom,
retail, government
7. Benefits and Business Impact
• Increased Efficiency
• Cost Savings
• Improved User Experience
• Better Visibility
• Scalability and Flexibility
8. The Future with ServiceNow
• Artificial Intelligence Integration
• Predictive Intelligence
• Continuous improvement through automation
9. Overview and Fundamentals
• User Roles in ServiceNow:
• - IT User (ITIL)
• - End User (ESS)
• - System Administrator (Admin)
10. Problem, Incident, and Change
• Problem – Finding the root cause (e.g., why
laptop can't print)
• Incident – Immediate issue (e.g., printer not
working)
• Change – The fix (e.g., install new printer or
software upgrade)
