ServiceNow Automation (ITSM/ITOM)

ServiceNow is a cloud-based platform that provides various IT service management (ITSM) and IT operations management (ITOM) solutions. It offers a range of automation capabilities to streamline and enhance IT processes. Here's an overview of how ServiceNow Automation is applied in the context of ITSM and ITOM:

1. Incident Management Automation:
   • Incident Assignment: Automate the assignment of incidents to the appropriate support groups or individuals based on predefined rules and criteria.
   • Escalation: Implement automated escalation procedures for incidents that are not resolved within a specified timeframe.


2. Change Management Automation:
   • Change Approval Workflow: Automate the change approval process, including the submission, review, and approval stages.
   • Change Implementation: Streamline the implementation of approved changes, ensuring consistency and reducing the risk of errors.


3. Problem Management Automation:
   • Root Cause Analysis: Use automation to perform initial root cause analysis when a problem is identified.
   • Automated Remediation: Implement automated solutions for known issues to speed up the resolution process.


4. Service Catalog Automation:
   • Request Fulfillment: Automate the fulfillment of service requests through predefined workflows, reducing manual intervention.
   • Resource Provisioning: Automate the provisioning of IT resources such as software, hardware, or access permissions.