What is ServiceNow? A complete Guide on how it works?


Are you looking for a one-stop shop for streamlining all your company’s tasks and processes, making them faster, more efficient, and less error-prone? Then ServiceNow is an ideal choice for you. With this blog, we’ll provide insight into ServiceNow and its key features. But first, let’s understand what ServiceNow is.

What is ServiceNow?

ServiceNow is a cloud-based platform that helps businesses automate their IT and other business processes. It is one of the powerful tools that help companies run more smoothly and efficiently by automating repetitive tasks and improving service delivery. ServiceNow platform was established in 2004 and has grown into a leading provider of enterprise cloud solutions. It’s widely used in IT Service Management (ITSM) but has expanded into other areas like human resources, customer service, and security operations. 

How ServiceNow Works

What Does ServiceNow Do?

The ServiceNow platform is an ideal tool for an organization looking for a solution to manage all of its tasks. Utilizing ServiceNow for IT, HRM, and all the major department tasks will bring efficiency, increase the productivity of the personnel, and keep everything aligned. Imagine a central hub for all your company’s requests and tasks. It is that hub that allows you to:

  • Track IT Issues: Facing an issue of printer malfunction or a software glitch at the workplace? ServiceNow lets you submit tickets, track their progress, and get updates until they’re fixed.
  • Automate Workflows: Say goodbye to repetitive tasks! ServiceNow can automate approvals, send notifications, and route requests to the right people, freeing you up for more important things.
  • Unify Different Teams: Does marketing need a new software license? Facilities need a desk moved? ServiceNow brings all departments onto the same platform, promoting all team collaboration and transparency.
  • Streamlined Ticketing System: ServiceNow replaces clunky email chains and spreadsheets with a user-friendly system for submitting and tracking requests. Imagine a central location where employees can easily request IT fixes, new software installations, or even report issues with the company intranet.
  • Catalog of Services: No more hunting down who to contact for what. ServiceNow provides a catalog of all the services your company offers, making it easy for employees to find exactly what they need and submit the right request.
  • Automated Workflows: ServiceNow can automate routine processes, freeing up your employees’ time to focus on more important things. For instance, imagine a new employee joining the company. It can automatically generate a workflow that sets up their user accounts, assigns them a laptop, and even enrolls them in the necessary training programs.
  • Data-Driven Insights: ServiceNow offers comprehensive reporting and dashboards that give managers real-time insights into how their teams are performing. This data can then be used to identify bottlenecks, improve processes, and ensure everything is running smoothly.

Key features of ServiceNow

Imagine ServiceNow as a digital command center that empowers various departments in your company to work smarter and collaborate seamlessly. Here are some of the key features of ServiceNow:

  • IT Service Management (ITSM):
    • Incident Management: It is like having a dedicated IT support team at your fingertips. You can log issues (like application crashes) and track their progress until they’re resolved.
    • Problem Management: This goes beyond just fixing a single glitch. It acts like a tech detective, analyzing repeated issues to identify root causes (like faulty software updates) and preventing them from happening again.
    • Change Management: Need to update company software or add new hardware? Change management features ensure a smooth rollout with minimal disruptions. ServiceNow helps plan, test, and deploy changes in a controlled way, preventing unexpected issues.
    • Service Level Management (SLM): Holds IT accountable for meeting agreed-upon service standards. SLM sets clear targets (like how long it should take to fix critical issues) and tracks how well IT meets those expectations. It’s essentially a report card that grades IT’s responsiveness to your needs.
    • Knowledge Management: No more endlessly searching online for solutions. Knowledge management provides a vast library of self-help articles and troubleshooting guides. You can search for solutions to common problems and fix them yourself, saving valuable time.
    • Service Catalog: Think of it as an IT vending machine. ServiceNow lets you request various IT services from a catalog, like resetting your password, requesting new software, or even booking a service desk appointment. It simplifies the process of getting all the IT support you need in one place.
  • Beyond IT:
    • HR Service Delivery: Streamlines HR processes by offering a user-friendly system to submit HR questions or requests, access company policies, and manage employee life cycles (like onboarding or terminations).
    • Customer Service Management (CSM): Provides a central hub to track and manage customer cases, offering omnichannel communication options (email, phone, chat) for customer support. Customers can also help themselves through a self-service portal with helpful resources.
    • Security Operations: Acts as a security fortress, helping identify and respond to security threats like cyberattacks or data breaches. This safeguards your company’s sensitive information and keeps your operations secure.
  • Customization Power: ServiceNow’s strength lies in its adaptability. It offers app development tools (App Engine and IntegrationHub) that allow companies to build custom applications tailored to their specific needs. Additionally, workflow automation features can streamline repetitive tasks across departments, further boosting efficiency.

The ServiceNow Advantages

The platform is designed to help organizations improve operational efficiency, enhance service delivery, and provide a better user experience through automation and streamlined workflows. In the crowded world of workflow management solutions, It stands out for several reasons:

  • Low-Code Development: Citizen developers (think IT-savvy business users) can easily build and customize workflows with ServiceNow’s low-code development platform. This empowers business users to solve their problems without relying heavily on IT resources.
  • Scalability: ServiceNow is built for the cloud, so it can scale to meet the needs of organizations of any size. Whether you’re a small startup or a large enterprise, it can accommodate your growth.
  • Security: ServiceNow takes security seriously, with robust features to protect your data and ensure compliance with industry regulations. This is crucial for organizations that handle sensitive data.
  • Community and Support: Tap into a vast community of users and a comprehensive support system to get the most out of your ServiceNow experience. Learn from other users, access helpful resources, and get assistance from the dedicated support team.

Getting Started with ServiceNow

To get started with ServiceNow, follow these steps:

  1. Identify Your Needs: Determine which processes you want to automate or improve. Assess your current workflows and identify areas where automation and improved service management can add value.
  2. Choose the Right Modules: Select the ServiceNow modules that fit your business needs. Each module is designed for specific functions, so choose the ones that align with your goals.
  3. Implementation: Work with ServiceNow experts or consultants to implement the platform. Implementation involves configuring the platform, setting up workflows, and integrating with existing systems.
  4. Training: Ensure your team is trained to use ServiceNow effectively. Training helps users understand how to use the platform and take full advantage of its features.
  5. Monitor and Optimize: Continuously monitor the system and make improvements as needed. Use analytics and reporting tools to track performance and identify areas for optimization.

Advanced Tips and Best Practices

  • Customization: You can tailor it to fit your unique business needs. Customize workflows, forms, and interfaces to match your processes.
  • Integration: Integrate it with other tools and systems. Integration ensures seamless data flow and process continuity.
  • Governance: Implement strong governance to manage changes and ensure compliance. Governance helps maintain the integrity of your ServiceNow environment.
  • Continuous Improvement: Regularly review and optimize your ServiceNow processes. Continuous improvement helps you stay ahead of changing business needs and technology advancements.

User Engagement: Engage users and gather feedback to improve adoption. User feedback can provide valuable insights into how the platform is being used and where improvements are needed.

Why MLE Systems Could Be Your Perfect Partner for ServiceNow?

In today’s digital world, streamlining operations and boosting efficiency is crucial for any organization. ServiceNow offers a powerful platform to achieve these goals, but implementing and using it effectively requires expertise. That’s where MLE Systems comes in. Here’s why MLE Systems might be the ideal choice for your ServiceNow needs:

  • Choosing the right partner for your ServiceNow journey can make all the difference. We stand out with our team of specialists who are ServiceNow experts. We don’t just install it – we understand how to use it to your advantage.
  • We care about getting you a real return on your investment. By streamlining workflows and fine-tuning processes, we can help you resolve issues faster, keep your customers happy, and save money.
  • Implementing a new system can be disruptive. We prioritize a smooth ServiceNow integration, ensuring everything runs efficiently without compromising security or regulations.  We’ll get you up and running quickly, following best practices.
  • For ServiceNow to truly shine, your employees need to be on board. We understand this. We’ve designed user-friendly and intuitive solutions to boost your team’s productivity. No more clunky interfaces or wasted time figuring things out.
  • Your business is constantly evolving, and your ServiceNow needs should, too. We design scalable solutions. As you expand, we’ll adapt your ServiceNow platform to keep pace, ensuring you continue to reap the benefits.
  • MLE Systems is your expert guide, helping you navigate the power of ServiceNow and unlock its full potential for your organization. We’ll focus on delivering results, ensuring a smooth transition, and empowering your workforce – all while keeping scalability in mind.

It’s always wise to compare options, but MLE Systems’ combination of expertise, focus on value, and commitment to user experience makes us a strong contender for your ServiceNow journey.


ServiceNow is a versatile and powerful platform that can transform how businesses operate. By automating processes and improving service delivery, it helps organizations become more efficient and responsive. Whether you’re looking to streamline IT operations, improve HR services, enhance customer support, or manage security, it offers a comprehensive solution to meet your needs. Implementing ServiceNow can seem complex, but with the right support, like MLESystems, it can bring significant benefits to your organization. Start by identifying your needs, choosing the right ServiceNow modules, and working with experts to ensure a smooth implementation. Once up and running, it can help you achieve greater efficiency, improved service delivery, and better business outcomes.