5 Features of the ServiceNow Ticketing System You Should Know About

Mer Cortez September 13, 2021

ServiceNow is a powerful platform that is aimed at providing organizations with the tools needed to handle technical issues effectively. Think of it as an IT Service Desk that could also be used to identify the root cause of any issue that your team may encounter.  

The main focus of ServiceNow is to increase a team’s productivity by being an all-in-one ITSM solution. But how does ServiceNow accomplish this? 

In this article, we will be describing 5 features of ServiceNow that allowed the platform to be one of the most trusted ITSM solutions in the market. Let’s get right into it. 

Incident Management 

ServiceNow employs proven practice workflows to identify and resolve high-impact incidents in the most agile manner. The platform does this via a comprehensive interface that allows your IT team to prioritize and resolve any issue that goes through the pipeline. This interface also provides AI-powered recommendations and insights to help speed up resolution time and eliminate bottlenecks. 

Mobile Agent 

No one likes waiting for incident resolution, especially if the incident has a negative and immediate effect on productivity. With ServiceNow’s Mobile Agent, your IT personnel has access to a mobile interface that can be used to resolve requests on the go, thus maximizing efficiency and ensuring that your organization’s productivity is at its maximum at all times. 

Predictive Intelligence 

We touched on this for a bit earlier, but ServiceNow’s Predictive Intelligence allows it to proactively detect major incidents and provide smart suggestions to make incident resolution as seamless as possible. This also allows the platform to classify tasks to your IT team automatically, and suggest content that your team can use to solve issues faster. 

Asset Management 

ServiceNow can also be used to oversee your entire IT infrastructure, enabling you to make smarter decision when managing your assets. This tool can also be used to mitigate risk that may happen on your IT assets via enforceable asset policies and regulatory requirements.  

Agent Workspace 

Agent Workspace is a platform in which your IT personnel can collaborate more effectively. This feature is also integrated with the aforementioned Predictive Intelligence, which provides recommendations based on the specific issue your personnel is facing. Moreover, this feature can also be used for communication within the IT team and with the employees you are looking to assist. 

These are just a few of the ServiceNow features that you should know about. However, this is just the tip of the iceberg, and this platform is way deeper than you can imagine. If you want to learn more, stay tuned to this blog as we might cover ServiceNow in more articles in the future. 

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