ServiceNow for IT Service Management

Master IT Service Management with Real-World ServiceNow Expertise.

Key Features

● Comprehensive ITSM concepts explained with real-world context and use cases.
● In-depth ServiceNow guidance to implement and optimize IT workflows.
● Practical process coverage: Incident, Problem, Change and Request Fulfilment.
● Step-by-step guidance to align IT services with business goals.

Book Description

ServiceNow has become the cornerstone of modern IT Service Management (ITSM), helping organizations streamline workflows, improve service delivery, and achieve operational excellence. ServiceNow for IT Service Management is your practical guide to mastering ITSM concepts, and leveraging ServiceNow, whether you are starting your IT career or enhancing expertise.

Beginning with the fundamentals, the book explains ITSM principles, frameworks, and their relevance to today’s enterprises in simple, practical terms. You will then explore the ServiceNow platform, its evolution, modules, and role in transforming IT operations. From there, the book takes a hands-on approach, guiding you through Service Desk operations, Service Catalogues, and Request Fulfilment, before advancing to Incident, Problem, and Change Management. You will also gain insights into supporting functions such as Knowledge Management, CMDB, Access Management, and Event Management—essential for IT stability and scalability. Each chapter builds progressively, bridging theory with real-world application, including ServiceNow use cases at every step.

By the end, you will understand ITSM theory, and gain practical skills to implement and optimize it with ServiceNow. Hence, whether you are an IT professional, administrator, or business leader, this book equips you to streamline workflows, reduce disruptions, and deliver IT services aligned with business goals.

What you will learn

● Grasp ITSM foundations, frameworks, and benefits for modern enterprises.
● Navigate and configure key ServiceNow modules with confidence.
● Manage the full lifecycle of Incidents, Problems, and Changes.
● Design and maintain effective Service Desk and Service Catalogue.
● Implement supporting processes such as CMDB, Knowledge, Event, and Access Management.
● Apply ITSM best practices to drive efficiency, and minimize disruptions.

Who is this book for?

This book is tailored for IT Service Desk Analysts, IT Support Engineers, System Administrators, ITSM Process Managers, ServiceNow Administrators, and Business Analysts, as well as students and business leaders seeking to strengthen their ITSM knowledge. No prior ITSM or ServiceNow experience is required, as all concepts are explained from the ground up with practical guidance.

1. Introduction to IT Service Management
2. Introduction to ServiceNow
3. Introduction to Service Desk
4. Introduction to Service Request Management
5. Incident Management
6. Problem Management
7. Change Management
8. Other Supporting Modules
Index

Mohammad Khaleelullah Khan is a seasoned IT professional with over 12 years of experience in IT Service Management. With a passion for helping organizations optimize their IT operations, he has held key roles such as ITSM Consultant and ITIL Implementation Specialist. Over the past five years, he has also delivered ITIL training to multinational IT organizations, sharing the principles detailed in this book with global teams.

Throughout his career, the author has successfully implemented and managed the critical ITSM frameworks discussed in these chapters, including Incident, Problem, and Change Management. This practical experience is backed by ITIL certifications demonstrating a mastery of the latest advancements in the field. In this book, he brings a unique perspective and valuable insights, distilling wealth of experience into a practical guide for every ITSM professional.

About the Technical Reviewer

"Time and experience have taught me that, in the long run, we are remembered and recognized for our actions and attitude—not our designation or position. So, let’s embrace the mantra of Learn Together and Grow Together."

Dr. Atul Grover, also known as Learn N Grow (LNG) on LinkedIn and YouTube, brings over 16 years of extensive experience in the IT industry, specializing in Business Process Consulting and Business Analysis. He has a strong background in Service Management (ITIL/ITSM) and ServiceNow ecosystem. As a veteran and passionate ServiceNow trainer, Atul has delivered more than 37 guest lectures at colleges across India and London. He has conducted 24 training batches across various ServiceNow modules, successfully training more than 5,000 participants.