ad
ad

ServiceNow IT Support Ticketing System Training | Updated Demo

People & Blogs

Introduction

In this updated training article, we will guide you through the ServiceNow ticketing system, popular among IT professionals. Whether you are looking for a general IT role or an IT support position, familiarizing yourself with ServiceNow is crucial due to its prevalence in many organizations. This article serves as a replacement for an older video that has successfully educated numerous individuals but is now outdated due to new features and functionalities available in ServiceNow.

Getting Started with ServiceNow

To begin, you will need a ServiceNow developer account, which can be created for free. Here’s how you can do this:

  1. Go to ServiceNow's website
  2. Click on "Start Now" to initiate account creation.
  3. Fill in the required information and click "Sign Up."
  4. After verifying your account via email, proceed to create your instance. Select the default options and click "Next," then finish the setup.

Once your account is established, you will be directed to the ServiceNow interface where you can begin using the ticketing system.

Upon logging in, the layout you encounter might be slightly different from what you might expect in your company as configurations can vary. However, as an IT support professional, your focus should primarily be on managing tickets.

  1. Workspace Navigation: Click on "Workspace" and select "Service Operations." You will find a portal that allows you to view and manage incoming requests.

  2. Ticketing Categories: You will notice categories such as incidents, service requests, and problems. Familiarity with these categories is essential because it helps maintain organization and efficiency.

  3. Viewing Tickets: When you first access the ticketing system, you may see multiple open tickets assigned to your team or unassigned ones. This is your daily task—to check and handle these tickets.

  4. Creating New Tickets: If a client calls and cannot access the portal or if a problem arises, you can create new tickets directly in the system, providing all relevant details for record-keeping.

  5. Prioritizing Issues: Assign priorities to issues as they come in. Understanding what constitutes normal and high priority is critical to effectively managing your workload.

  6. Searching for Users: Familiarize yourself with the staff within your organization, especially the power users. Knowing who to assign tickets to will help reduce stress during high-demand periods.

Component Exploration

As you continue navigating the system, focus on three main areas:

  • Requests: Start with analyzing incoming requests. Review ticket numbers, statuses (open/closed), and the individuals involved.

  • Incident Management: Investigate how incidents are categorized and managed. Learn how to assign incidents accurately based on urgency and nature.

  • Problem Management: Again, open the problem management section to become acquainted with resolving issues that may not fit into the standard request or incident templates.

Articles and Knowledge Base

Understanding how to create knowledge articles is also vital. Click on the "Knowledge" section to develop articles that assist others in troubleshooting common issues or processes. You can start by composing a brief article using templates or creating your own from scratch.

By becoming proficient in handling requests, incidents, and knowledge articles, you will prepare yourself not only for an IT support role but also to tackle any advanced systems your company may utilize.

Conclusion

In conclusion, taking the time to familiarize yourself with the ServiceNow ticketing system will significantly enhance your productivity and confidence in handling IT support tasks. Practice utilizing the system, and communicate with colleagues to fill in any gaps in your knowledge. Remember, your aim is to be efficient and provide excellent service.

Keywords

ServiceNow, IT Support, Ticketing System, Incident Management, Request Management, Problem Management, Knowledge Base, IT Professional Training

FAQ

Q1: What is ServiceNow?
A1: ServiceNow is a cloud-based platform designed for IT service management (ITSM) that enables organizations to manage digital workflows.

Q2: How do I create a service request in ServiceNow?
A2: You can create a service request by accessing the relevant section in the ServiceNow interface and adding a new ticket with details about the request.

Q3: What are the main components I need to know in ServiceNow?
A3: The primary components include requests, incidents, problems, and knowledge articles which help manage support requests effectively.

Q4: Can I create a developer account for free?
A4: Yes, you can create a free developer account on the ServiceNow website to explore its features.

Q5: Why is it important to understand ticket prioritization?
A5: Understanding ticket prioritization ensures that urgent issues are resolved quickly, improving service delivery and customer satisfaction.