Customer-Centric Service Management Using Servicenow

ServiceNow enterprise IT service automation platform combines ITIL v3 process support, platform-as-a-service (PaaS) delivery, and Web functionality, to provide a flexible, intuitive and self-managing application (Muir, 2014). Fundamentally, it is a service management ticketing tool for every department in the enterprise that offers functional flexibility, relative ease of deployment, and competitive pricing (About ServiceNow: TechWeb, n.d.). ServiceNow is a PaaS model, where a platform is also supplied, allowing customers to develop and extend the OOB (Out of the box) functionality. With unique pre‑built services and reusable components, we can rapidly build, integrate, and extend the features or scope of our applications to meet the dynamic requirements of our business. The goal of this paper is to construct an optimal and efficient solution by utilizing the ServiceNow provided functionality and customize it to meet the business needs