Common Service Data Model (CSDM)
ServiceNow’s recommended framework for organizing and relating business services, applications, infrastructure, and other data within the platform.
Learn more about CSDMIT Service Management (ITSM)
Understand how IT service management helps organizations deliver reliable IT services and how ServiceNow® can support the work.
As a pure-play ServiceNow Elite Partner, The Cloud People can help you assess your IT service management needs, understand how ServiceNow ITSM fits into your environment, and plan practical improvements to service delivery.
What is ITSM?
IT service management (ITSM) is the way an organization designs, delivers, manages, and improves the IT services people rely on. It brings together processes, people, and technology to help IT teams provide consistent support and keep services running.
ITSM includes activities such as handling incidents and service requests, managing changes, and identifying recurring problems. Rather than focusing only on individual technology components, it considers the services employees and the business need.
ServiceNow® IT Service Management (ITSM) provides capabilities to manage these activities on the ServiceNow platform, helping teams connect service workflows, information, and support experiences.
How ServiceNow ITSM works
ServiceNow ITSM brings common service management workflows together in one platform. Depending on an organization’s configuration and needs, teams can use it to:
-
Manage incidents: Record, prioritize, and resolve interruptions to IT services.
-
Handle service requests: Give employees a consistent way to request access, equipment, and other IT services.
-
Manage changes: Assess and coordinate changes to reduce risk and disruption.
-
Investigate problems: Identify recurring issues and work toward preventing them.
-
Support service visibility: Connect service management activity with relevant configuration and service data.
These workflows can be connected with other ServiceNow capabilities, such as the CMDB, IT Operations Management, and employee-facing service experiences. The right setup depends on how the organization delivers and supports its services.
What should organizations consider when improving ITSM?
Improving ITSM is not just about introducing new workflows or tools. Organizations need to understand how IT services are delivered today, where teams experience friction, and which outcomes matter most.
A practical approach starts with reviewing current processes, responsibilities, and service data. From there, teams can prioritize improvements, clarify ownership, and plan changes in manageable stages.
It is also important to consider how ITSM connects with the wider ServiceNow environment. Shared data, integrations, and consistent ways of working can help teams avoid fragmented processes and make service information more useful.
How The Cloud People can help with ServiceNow ITSM
As a pure-play ServiceNow Elite Partner, The Cloud People can help you assess your current ITSM processes and identify where ServiceNow could better support service delivery. This may include reviewing workflows, service data, integrations, and opportunities to improve the employee and IT team experience.
We support organizations with planning, implementation, and ongoing improvement, helping align ServiceNow ITSM with business needs and the wider platform.
Learn more: Discover our solutions
-
What is the difference between ITSM and ITIL?
IT service management (ITSM) is the practice of managing IT services. ITIL is a framework of guidance that organizations may use to develop and improve their service management practices.
-
Is ServiceNow ITSM only for incident management?
No. Incident management is one part of ITSM. ServiceNow ITSM can also support service requests, change management, problem management, and other service workflows.
-
How does ITSM relate to IT Operations Management (ITOM)?
ITSM focuses on delivering and supporting IT services. ITOM helps teams understand and manage the underlying IT infrastructure and operations. The capabilities can work together to give teams better context when managing services.
Configuration Management Database (CMDB)
Build a trusted view of IT assets, applications, services, and their relationships to support better decisions and service operations.
Learn more about CMDB →IT Asset Management (ITAM)
Track and optimize hardware and software assets throughout their lifecycle to improve utilization, manage costs, and support compliance.
Learn more about ITAM →IT Operations Management (ITOM)
Gain visibility into IT infrastructure and services to detect issues, understand their impact, and improve operational reliability.
Learn more about ITOM →Strategic Portfolio Management (SPM)
A ServiceNow solution that helps organizations connect business strategy with execution. It supports investment planning, project and portfolio management, resource allocation, and prioritization.
Learn more on ServiceNow350+
ServiceNow experts
20+
ServiceNow AI projects
#1
in the Nordics to implement ServiceNow AI
Get in touch
Want to improve your ServiceNow ITSM? Talk to The Cloud People about your service management goals, current processes, and ServiceNow environment. We’ll help you identify practical next steps for your organization.
