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Note: This article applies to Fuji and earlier releases. For more current information, see ITIL at

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1 Overview

The IT Infrastructure Library (ITIL) is an integrated, process-based, best practice framework for managing IT services. It provides guidance for creating and operating a Service Desk that provides efficient communication between the user community and the IT provider. Originally initiated to improve IT service management for the UK central government, it has become a standard for many organizations; public or private sector, large or small, centralized or distributed.

This guide provides a general overview of ITIL concepts and how ServiceNow can enable these processes.

2 Service Design

2.1 Service Level Management

The Service Level Management process is designed to ensure customer satisfaction within IT service processes. Service level agreements are made between the IT staff and the customers, and the IT desk must monitor their performance as compared to the agreements. In addition, underpinning contracts with external vendors and operational level agreements with internal vendors ensures that these service level agreements are feasible. To find out how ServiceNow implements Service Level Management, visit Service Level Management.

2.2 Availability Management

The Availability Management process ensures that availability within a system is kept as close to 100% as possible. By both reacting to past service failures, and planning to avoid future service failures, Availability Management can greatly increase end-user satisfaction with services. To find out how ServiceNow implements Availability Management, visit ITIL Availability Management.

2.3 Capacity Management

The Capacity Management process is designed to ensure that business services are not made unavailable by over-capacity. By analyzing past failures and planning for growth of demand of services, Capacity Management can increase end-user satisfaction with services. To find out how ServiceNow implements Capacity Management, visit ITIL Capacity Management.

2.4 Supplier Management

Supplier Management is a process that defines and monitors agreements between an IT department and an external supplier. To find out how ServiceNow implements Supplier Management, visit ITIL Supplier Management.

2.5 Service Catalog Management

The service catalog provides a front end for customers to request items and services. Service Catalog Management ensures that this service catalog provides accurate and useful information on the items and services. For more information on how ServiceNow implements Service Catalog Management, visit ITIL Service Catalog Management.

3 Service Transition

3.1 Change Management

The Change Management process ensures that standardized methods and procedures are used for efficient and prompt handling of all changes to minimize the impact of change related incidents on service quality. Consequently, change management aims to improve the day-to-day operation of the organization. IT-related changes that may affect one or many customers are tracked with Change Management. Adding memory to one machine, getting a new server, and installing the latest Windows OS on all PCs are all examples.To find out how ServiceNow implements Change Management, visit ITIL Change Management.

3.2 Knowledge Management

The Knowledge Management process ensures that important information flows freely throughout the IT organization. Knowledge Management keeps the CMDB and knowledge base of an organization up-to-date, and uses a Knowledge-Centered Support approach to reduce repeat incidents and problems. For more information on how ServiceNow implements Knowledge Management, visit Knowledge Management with KCS

3.3 Asset Management

Asset Management enables a process of monitoring processes, organizations, people, information, applications, infrastructure, and financial capital within an organization. This allows the organization to collect accurate records of these business components, making them available for both internal and external auditing processes. To find out how out ServiceNow implements Asset Management, visit ITIL Asset Management.

3.4 Configuration Management

Configuration Management provides a logical model of the infrastructure or a service by identifying, controlling, maintaining and verifying the Configuration Items in existence. To find out how ServiceNow implements Configuration Management, visit ITIL Configuration Management.

3.5 Release Management

This discipline of IT Service Management is the management of all software configuration items within the organization. It is responsible for the management of software development, installation and support of an organization's software products. Software Control & Distribution procedures include the management of the software Configuration Items and their distribution and implementation into a production environment. This involves the definition of a release program suitable for the organization, the definition of how version control is implemented, and the procedures surrounding how software is built, released and audited. To find out how out ServiceNow implements Release Management, visit ITIL Release Management.

4 Service Operation

4.1 Request Fulfillment Management

The Request Fulfillment Management process responds to customers' requests for services and items in a timely and effective manner. For information on how ServiceNow implements Request Fulfillment Management, visit ITIL Request Fulfillment Management.

4.2 Event Management

The Event Management process analyzes and responds to events, ensuring that other processes are triggered at the appropriate time. Event management is involved with starting and maintaining processes based on events. To find out how ServiceNow implements Event Management, visit ITIL Event Management.

4.3 Incident Management

The Incident Management process aims to restore normal service operation as quickly as possible and minimize the adverse impact on business operations. This ensures that the best possible levels of service quality and availability are maintained. To find out how ServiceNow implements Incident Management, visit ITIL Incident Management.

4.4 Problem Management

The process of Problem Management diagnoses the underlying cause of the incidents identified by the Service Desk. It arranges for correcting errors in the IT infrastructure and performs proactive problem prevention. To find out how ServiceNow implements Problem Management, visit ITIL Problem Management.

4.5 Facilities Service Management

Facilities Service Management is a process for maintaining and operating facilities associated with an IT organization. To find out how ServiceNow implements Facilities Service Management, visit Facilities Service Management

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