ServiceNow for IT Service Management - Manage Transform and Deliver IT Operations and Services with Incident Problem and Change Management Using ServiceNow and ITSM Framework

Mohammad Khaleelullah Khan

Summary

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 DescriptionServiceNow 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.Table of Contents1. Introduction to IT Service Management2. Introduction to ServiceNow3. Introduction to Service Desk4. Introduction to Service Request Management5. Incident Management6. Problem Management7. Change Management8. Other Supporting Modules     IndexAbout the AuthorsMohammad 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.

Available since: 09/15/2025.

Print length: 250 pages.

Other books that might interest you

The Engineering Executive's...

Will Larson

As an engineering manager, you almost always have someone in your company to turn to for advice: a peer on another team, your manager, or even the head of engineering. But who do you turn to if you're the head of engineering? Engineering executives have a challenging learning curve, and many folks excitedly start their first executive role only to leave frustrated within the first eighteen months. 
 
 
 
In this book, author Will Larson shows you ways to obtain your first executive job and quickly ramp up to meet the challenges you may not have encountered in non-executive roles: measuring engineering for both engineers and the CEO, company-scoped headcount planning, communicating successfully across a growing organization, and figuring out what people actually mean when they keep asking for a "technology strategy." 
 
 
 
This book explains how to get an engineering executive job, negotiate the contract, and onboard at your new company; run an engineering planning process and communicate effectively with the organization; direct the core meetings necessary to operate an effective engineering organization; hire, onboard, and run performance management; manage yourself and remain effective through many challenges; and leave the job when the time is right.

Show book

The Conviction to Lead - 25...

Albert Mohler

Change the Way You Think about Leadership

At the age of thirty-three, Dr. Albert Mohler became the youngest president in the 164-year history of Southern Baptist Theological Seminary. He was the driving force behind the school's transformation into a thriving institution with an international reputation characterized by a passionate conviction for truth. In the process he became one of the most important and prominent Christian voices in contemporary culture.

What will it take to transform your leadership?

Effective leaders need more than administrative skills and vision. They need to be able to change the hearts and minds of those they lead. Leadership like this requires passionate beliefs that can stand up to pressure from without and within.

In this updated edition Dr. Mohler has added a new introduction and conclusion based on an additional 10 years of leadership. He has also completely rewritten the chapter "The Digital Leader." The Conviction to Lead will crystallize your convictions while revolutionizing your thinking, your decision-making, your communication, and ultimately, those you lead.

"Dr. Al Mohler has written a book that shakes us up and challenges our thinking. The Conviction to Lead is poised to become one of the all-time classic works on Christian leadership."--JIM DALY, President - Focus on the Family

"Having rarely thought about leadership, I was hooked from the first chapter--to my complete surprise. This is a powerful book and gracefully written."--FRED BARNES, Executive Editor--The Weekly Standard

Show book

Mexico's Economic History - From...

Anya Solace

Mexico’s economic history is a fascinating journey shaped by diverse influences, from the ancient Aztec empire to the complexities of the modern global economy. Over the centuries, Mexico has experienced dramatic transformations, driven by conquests, colonial rule, revolutions, and economic policies that have defined its growth and challenges. Understanding the evolution of Mexico’s economy requires examining its foundations, the role of geography and natural resources, and the early trade networks that set the stage for future economic systems.  
The foundations of Mexico’s economy date back to the indigenous civilizations that thrived long before the Spanish conquest. The Aztecs, in particular, established a sophisticated economic system based on agriculture, trade, and tribute collection. Markets flourished in major cities like Tenochtitlán, where goods from across Mesoamerica were exchanged. The Aztec economy was not just a local system but a well-organized network that connected distant regions, allowing the movement of resources such as cacao, textiles, and obsidian. This structure provided a strong economic base, but it also made the region vulnerable to external forces, particularly the arrival of the Spanish.  
Geography and natural resources have played a crucial role in shaping Mexico’s economic development. The country’s vast landscapes include fertile valleys, mineral-rich mountains, and long coastlines, all of which have influenced economic activities throughout history. The presence of silver, for example, turned Mexico into one of the most important centers of global trade during the colonial period. However, while natural resources have been a source of wealth, they have also led to economic dependency and external exploitation, shaping Mexico’s economic struggles even in modern times.

Show book

Workday Warrior - A Proven Path...

Ann Gomez

Reclaim control of your workday with a proven time-saving method.Life is busier than ever before. We are working longer hours to keep up with longer to-do lists. Yet we’re experiencing more stress and seem to fall further and further behind. Our so-called leisure time is punctuated with interruptions, constantly pulling us back to work. We are led to believe we can prioritize our way out of this, but prioritization is broken.In Workday Warrior, productivity expert Ann Gomez presents a fresh approach that smashes today’s time challenges: too many priorities, too many interruptions, and too much complexity. We don’t need more willpower, discipline, or hours in our day. Instead, we need a straightforward approach to help us reclaim our time and upgrade our work habits. We need to concentrate our priori ties, protect our time, and simplify our work to amplify our results.This book will help you become a Workday Warrior. Find more time in your day, play at a higher level, and feel more in control of your time. Your work (and life!) will never be the same.

Show book

The Future Economy - A Crypto...

Brandon Zemp

Few know the blockchain space as well as Brandon Zemp. Here Brandon offers readers a peek into the dizzying growth of this field, from the emergence of Bitcoin to the proliferation of other tokens such as Ethereum and Solana, to the dramatic rise and fall and rise again of the crypto financial markets. While savvy investment in this growing space can make you rich, Zemp shows how the real wealth will come from blockchain’s capacity to improve human lives, from medicine to transportation to art. The introduction of blockchain-powered decentralized finance will challenge a banking industry in desperate need of reform, empowering billions around the globe by reclaiming power from big banks and state-sanctioned fiat currencies. Zemp concludes by offering guidance for those who want to participate in this movement. There is space for everyone, and fresh opportunities are emerging each day. The only ones who will be left behind are those who refuse to see that the twenty-first century belongs to blockchain. That time is already here.

Show book

Coaching Prosperity - Unlocking...

Arthur Fehr

Coaching Prosperity: Unlocking Your Potential for Lasting Prosperity
Welcome to "Coaching Prosperity: Unlocking Your Potential for Lasting Prosperity" – your transformative guide to harnessing the power of coaching to achieve enduring abundance and success in every facet of your life.
Are you ready to take charge of your destiny and steer your life towards prosperity? This audiobook is your key to unlocking the hidden potential within you through the art and science of coaching.
In "Coaching Prosperity," you'll embark on a journey that transcends traditional notions of success. Discover how expert coaching strategies can propel you towards your goals, be they financial achievements, career milestones, personal growth, or deeper fulfillment.
Through illuminating insights and practical techniques, you'll learn how to identify and overcome roadblocks that hinder your progress, harness the power of mindset shifts, and leverage your strengths to create a life of lasting prosperity.
Experience firsthand the stories of individuals who transformed their lives with coaching, as you gain the tools to cultivate unwavering confidence, clarity, and a vision for the future that's truly aligned with your passions and aspirations.
Whether you're a coach seeking to empower others or an individual aiming to unlock your own potential, "Coaching Prosperity" equips you with the roadmap to create meaningful change. It's a guide that shows you how coaching can catalyze the achievement of your dreams and elevate your life to heights you never thought possible.
Don't settle for mediocrity when you can thrive in abundance. Embrace the transformative journey presented in "Coaching Prosperity: Unlocking Your Potential for Lasting Prosperity," and embark on the path to prosperity, purpose, and the fulfillment you deserve.

Show book