ServiceNow is a software-as-a-Service (SaaS) Platform that enables Companies to manage digital workflows to Support their business Processes.
ServiceNow has many modules and applications that provide IT capabilities, such as IT Service Management and IT Asset management. ServiceNow also has capability to build custom applications to enable digital workflows for business processes.
IT Service Management
- Change management – I want to make a system or application change
- Incident management – Something is broken
- Problem management – I want to understand the root cause of why something broke (caused an incident)
- Request management – I need something
- Service Portfolio Management – System of record for business services and service offerings used across the enterprise, including service availability commitments and maintenance windows.
- Service Portal – a web site front end to ServiceNow for employees to submit requests, check the status of their requests, read knowledgebase articles or initiate chat with Service Desk agent
IT Operations Management
- Configuration Management DataBase (CMDB) – a database containing information describing the technology (eg server, database, firewall, application, etc) managed and used by Canadian Tire teams
- Configuration Management – process that manages the accuracy, currency and completeness of the data in the CMDB
- Discovery – a technology that scans CTC networks to identify, classify installed technology and populate the CMDB
- Service Mapping – an application that builds relationships between applications, services, and technology components (servers, databases, load balancers) that are running or supporting an application/service
IT Asset Management
- IT Procurement – application to manage the purchase of IT hardware, software, and services
- Hardware Asset Management (HAM) – application and workflows to manage lifecycle for hardware
- Software Asset Management (SAM) – application to manage lifecycle for software including SaaS
- Contract management – application to manage the lifecycle for IT contracts (hardware leases, software maintenance agreements, service and support contracts)
Governance Risk and Compliance
- Advanced Risk Management – manage risks and issues affecting CTC applications and technology
- Business Continuity Management – manage disaster recovery procedures and how to resume business operations following any disruptions
- Governance and Compliance – manages IT policies and operating directives
