ServiceNow Best Practices: Tips And Tricks To Get The Most Out Of The Platform

If you have a ServiceNow subscription and have used the platform for a while, you might think you already have experience navigating the app. Tech-savvy users don’t take much time to understand this ITSM tool and the features it offers.

Just use it a couple of times and explore all its functions, and you are good to go! But no matter how long you’ve been using ServiceNow, there are certain features that users often miss out on in this cloud-based software application.

Knowledge of the interface, functions, tools, and add-ons can go a long way in making your experience with ServiceNow the best you’ve had with any IT management tool. To further enhance your understanding, it’s worth exploring the different ITSM modules that ServiceNow offers.

Below we’ve shared some interesting tips for making the best of ServiceNow and its products. Before we dive into these tips, let’s understand ServiceNow and its key functions in brief.

ServiceNow is a flexible and scalable ITSM solution designed for small, medium, and large-scale businesses looking to automate their workflow. It’s a subscription-based model that brings your remote and on-premises IT operations into a single centralized unit and handles the entire IT infrastructure seamlessly.

Deploying ServiceNow is easy. Your IT help desk service provider might already have this tool implemented in their workplace. It offers an extensive variety of functions, ranging from a robust dashboard to automated ticket routing and management.

For pricing, you can talk to an agent to get a quote. ServiceNow is for all sizes and types of businesses. Their plans are also designed for different audiences, allowing startups and small-scale companies to choose a plan that best fits their budget and requirements.

• Favorites
• Integrate with Third-party Applications
• Tag Items
• Templates
• Get a List View
• Knowledgebase

Like how you add certain applications and tools to your favorite in the browser, ServiceNow has a built-in “Favorite” option for applications, catalog, and list of items you use frequently.

If you don’t want to search for applications and features manually, you can simply add them to your “Favorite list” by clicking on the star icon right next to the application. There you go! Your selected item will be added to your favorite list. Now, you can find it anytime you want without searching for it on the dashboard.

You can also edit your favorite list, by adding new items or removing the ones you no longer use. There’s a pencil icon at the bottom of the Favorite page, where you can edit the name of the list or individual applications.

Flexibility is the best feature of ServiceNow. It’s designed to integrate with third-party apps and other software tools seamlessly to encourage easy collaboration between different departments. It also saves you time copying everything from one application to another manually.

Now, you can connect ServiceNow with your existing on-premises or cloud-based apps to enhance its functionality. The latest Now platform is compatible with web services, Excel, LDAP, and emails (to name a few).

You can also integrate the software with other ITSM tools that offer additional functionalities. These integrations make your transformation to the digital workflow a breeze.

Tagging files, records, and pages to group different items into a single category can make navigation smoother for your team. This feature comes in handy for those who want to establish share settings based on data privacy.

You can be the only one with permission to view and edit the tags or you can share them with selected people. The tags can also be put for a display to the general audience. Get a list of all tags from Self Service > My Tags.

As mentioned above, you can set the Tag Share Setting to Private, Global, and Shared based on your requirements. Right next to the tag, you will find a share icon that shows you the list of the audience you can share the tag with. Only the user with permission to access the Tag setting can edit the tag audience.

A template is another effective component of the ServiceNow platform that automatically fills in the blank fields on a form in one click. Using a template is simple. Navigate to the Incident or the application you want to use templates for.

Click on the three ellipses and turn on the Template Bar from the menu. Select the template for the incident, name it, and see the changes on the form.

Getting a list view of a table is possible on ServiceNow. The best part is we’ve learned a simple tip for accessing a list view without having to close the current page. A simple query in the navigator bar will help you get a list view of your selected table within seconds. Here’s what you need to do.

In the navigator bar, type your desired table’s name followed by “LIST”. Make sure you type “list” in capital letters. Press Enter and there you go! The list view of the table will pop up on a new page. This trick will save you multiple clicks and the time of navigating to your selected table.

This is not a hidden feature in ServiceNow, but it’s so beneficial that every subscriber of this ITSM platform should learn how to use it. Knowledgebase is a simple yet effective method of allowing employees to find answers to their regular questions.

Instead of contacting an IT agent for small and repetitive issues, users can now leverage the power of the knowledgebase, which has detailed articles, guides, forums, and FAQs for your help. You can select the category of the problem you are experiencing and get quick help. If it’s a complex issue, you can get in touch with a live agent.

Keeping up-to-date with ServiceNow’s latest features is a must for all subscribers. Since the platform keeps introducing new updates regularly, knowing the ins and outs of this tool can help improve your IT infrastructure and streamline your organizational workflow. The above tips are for beginners and professionals, looking to optimize their workflow with ServiceNow. Hope it helps!