Which ServiceNow Module is best for you?


More and more companies are using ServiceNow as the preferred platform to manage their ITSM environment, orchestrate and automate tasks, and facilitate services. However, many of the capabilities that clients are paying for are underutilised. Diaxion can help to make the most out of the following modules in ServiceNow.

ITSM module

  • Incidents – Running analysis on the incident records and grouping them into categories will reveal how incidents can be routed to the appropriate support groups without staging at the Help Desk. This will reduce resolution time.
  • Change Request – Similar steps can be applied to change management; many changes can be routed automatically for action and may be pre-approved. Based on ITIL principles changes can be managed effectively and efficiently in ServiceNow.
  • Catalog Items – Many requests can be offered as a catalogue item with predefined workflows to generate the appropriate tasks. The task can then be assigned to key groups for resolution and promptly actioned.
  • Problems – Problem management is part of the ITSM module in ServiceNow. Turning re-occurring incidents into a problem record with a single click saves time, while linking multiple incidents to a single record reduces resolution time. Problems can then be analysed and linked to a change request.
  • Orchestration module
    Clients can integrate ServiceNow with existing infrastructures such as Active directory, may integrate software management and perform password resets. Benefits such as onboarding of new users can be automated with the integrations to AD, along with the reduction of requests to perform password reset.

    Cloud Management module
    ServiceNow can integrate with the existing Cloud or Virtualisations platforms such as AWS and VMware. Offering the creation of a VM as a catalog item or a service on demand can save a great deal of time when provisioning for both testing and production environments.

    Security Operations module
    Multiple monitoring tools can be plugged into ServiceNow, enabling incidents to be created from alerts or inbound emails. The security incident can then be directly routed to the appropriate groups for resolution ensuring threat responses can be managed effectively. Diaxion can help with alert discovery and monitoring platform integration, and can provide advice on converting security alerts into incidents and routing them to designated groups.

    ServiceNow is one of the automation platforms of choice for Diaxion’s customers. If you want to see if ServiceNow is the right tool for your environment, or you’re already using ServiceNow and want to find out what other areas of your business could be improved with ITSM and ITOM consulting brochure, give Diaxion a call today.