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ServiceNow Ticketing System Demo and Overview

The document provides an overview and demonstration of the ServiceNow ticketing system, highlighting its user portal, ticket management processes, and knowledge base. It emphasizes the importance of understanding the ticket lifecycle for IT technicians and offers tips for new users. Key features include ticket creation, categorization, assignment, and access to documentation for troubleshooting.

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harshvardhan04042021
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38 views2 pages

ServiceNow Ticketing System Demo and Overview

The document provides an overview and demonstration of the ServiceNow ticketing system, highlighting its user portal, ticket management processes, and knowledge base. It emphasizes the importance of understanding the ticket lifecycle for IT technicians and offers tips for new users. Key features include ticket creation, categorization, assignment, and access to documentation for troubleshooting.

Uploaded by

harshvardhan04042021
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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ServiceNow Ticketing System Demo and Overview

Summary

This lecture provides a demonstration of ServiceNow, a popular ticketing system, and explains the
basic processes involved in using it. The speaker emphasizes the importance of understanding the
user portal, creating and managing tickets, and utilizing the knowledge base.

Key Takeaways

 ServiceNow is a widely used ticketing system.

 Users interact through a portal to report issues.

 Technicians manage tickets, categorize them, and assign them.

 The knowledge base provides documentation for users.

 Understanding the ticket lifecycle is crucial for IT technicians.

Main Content

Introduction to ServiceNow

The speaker introduces ServiceNow as an example of a ticketing system. It's mentioned that the
speaker is not sponsored by ServiceNow, but it's a good example of a system used in many
companies.

User Portal

 Users interact with the system through a portal. This is where they submit tickets, search for
solutions, and access the knowledge base.

 The portal often includes a search function to find relevant articles and solutions.

 New employees may need training on how to use the portal.

Technician Side

 Technicians access the backend of the ticketing system.

 They can see a dashboard that shows the status of tickets (e.g., overdue, unassigned).

 The first step for technicians is often to prioritize tickets.

 Technicians categorize tickets based on the issue (e.g., hardware, network).

 Tickets can be assigned to specific individuals or groups.

 Technicians add notes, update the status, and add resolution information.

 The system may allow linking tickets to other related incidents or problems.

Ticket Creation and Management

 Users can create new tickets through the portal by reporting an incident.

 When a ticket is created, it is assigned an incident number.


 The technician can add more information to the ticket, such as the category and state (e.g.,
in progress).

 The technician can also add notes and assign the ticket to someone else.

 The technician updates the ticket with the resolution information when the issue is fixed.

Knowledge Base and Documentation

 The knowledge base contains articles created by the system.

 These articles help users find solutions to common problems.

 Technicians may be responsible for creating documentation for users.

Tips for New Technicians

 New technicians should familiarize themselves with the resolved tickets section.

 This allows them to see how similar issues were resolved in the past.

 Asking questions is encouraged, but learning from resolved tickets is a good way to learn.

Customization

 Technicians may be able to personalize their dashboard.

 This allows them to prioritize the information they need to see.

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