Up to this point in the course, we have mentioned the Incident and Problem Management processes within the context of an IT Service Management (ITSM) framework such as ITIL.

Module 06 Content

1. Up to this point in the course, we have mentioned the Incident and Problem Management processes within the context of an IT Service Management (ITSM) framework such as ITIL. There are many ITSM software platforms/solutions on the market for organizations to choose from to assist in improving the efficiency of IT staff and the effectiveness of delivering quality Technical and Functional Services to users/customers.

   ServiceNow is a popular cloud-based (Software as a Service – SaaS) ITSM platform used by many large organizations.

   For this assignment, perform online research of ServiceNow. In a 4-6 page response:

   • Identify and describe at least three key features of ServiceNow.
   • Do you feel this solution is the industry-leading platform compared to other ITSM platforms on the market?
   • Do you feel ServiceNow has disadvantages?
   • Be sure also to highlight the other solutions and their disadvantages as it relates to ServiceNow.
   • Submit your completed assignment by following the directions linked below. Please check the Course Calendar for specific due dates.