ServiceNow is an IT Service Management tool currently in service within all Hilti departments throughout the world, not limited to IT services.
The importance of this tool is that it is widely used for reporting incidents and submitting requests via ServiceNow tickets, which is also known as SNTs. Each SNT has their unique ServiceNow ticket number, such as INC12345678, which is the most important information in this ecosystem that users pass between each other when communicating about a specific case. It is written in the title and the details page of each ServiceNow ticket.
When a ServiceNow ticket has been created, it is assigned to an assignment group based on the IT Area and IT Service Area selected by the ticket creator.
In every ServiceNow ticket, you will find three main working areas as follows:
The description area at the top, where you can find the requester details on the left hand side, and the assignee details on the right hand side.
The notes area in the middle to post a public comment (Additional comments field) or an internal comment for your own team members to view (Support community note field).
The activity area where any action taken on a particular ServiceNow ticket can be seen chronologically.
At the very bottom of each ServiceNow ticket, you can also find the resolution notes, related links and SLA tracking sections.
When discussing about an issue, we always mention the ServiceNow ticket number, such as INC03642859, since it is the easiest way to navigate into a ticket.
In order to navigate into the ticket details quickly, please paste the ticket number into the search barat the right top corner and hit Enter.
Alternative UI in ServiceNow
The user interface shown above is the classic view, while there’s also a new and alternative versionas well. It can be accessed through the URL: <domain-name>.service-now.com/it
Ticket description and details have the same features but the view is different.
This UI is defined by default to some users, however any user can access both of the interfaces by loading the related URL.