How to test ITSM ServiceNow Modules?

What is ITSM??                

     The abbreviation of ITSM is IT service management. ITSM is a shared service that gives a cost-effective, reliable and scalable, secure,feature-rich software tool that can be used by state companies to manage incidents, requests, problems, and changes in support of customers and business needs. ITSM focused on aligning its processes and services with business objectives to help an organization grow. It ensures that a suitable mix of processes and technology are in place to provide value.

Learn about what is ServiceNow?

The user who can use the ITSM is :

Employees: employees can use ITSM to request their related services.

IT supports team: support uses ITSM to manage service requests or incidents.

Administrators:  Admins are using ServiceNow for accessing roles and privilege management.

Implementers:  It uses service to implement process applications and platform features.
   How to test ITSM ServiceNow modules?

ITSM offers various modules to improve business function to perform testing. The process of testing various ServiceNow ITSM modules are:

Testing various ServiceNow ITSM modules:

ServiceNow ITSM offers various modules to improve business functions. We have various process testing ServiceNow ITSM modules. Those are shown as follows:

1.Testing incident management module: In the incident management module, to report an issue, the user can easily contact the support team or the IT team. They can be assigned to multiple users based on the situation. Here, the issues are either network issues or mobile issues. It must record the incident details to track it, if in case of an issue not resolved by the IT team. The user can create another new event to work on it or to track it.In incident management, issues can be prioritized based on the seriousness of the issue.

ServiceNow provides 4 types of priority levels:

• Critical
• High 
• Low
•  Medium

An incident is assigned a critical priority level it is high a high impact on the timeline. If the impact of the incident is very little, it is then assigned to the low-level incidents and so on. In the testing incident management module, we create a new incident management module and we create a new incident and process them at each state, step-by-step starting with assignment group, pending state, resolve state, closed and canceled state.

to get in-depth knowledge, go through ServiceNow online training.

2.Testing problem management module: Testing problem management is the process of fixing issues that results in the incidents. As we recorded all the problems and these problems are managed in the problem management life cycle.In the ServiceNow problem management module, we identify the root cause of all incidents and the problems are resolved accordingly.If the problem is not resolved, the incidents related to the problem are set to “On Hold”, then it called an “Awaiting problem”. Once the problem is Identified the issues are fixed from the problem.

3.Testing change management problem: ServiceNow management enables users to make changes to any information related to the IT environment. i.e we can update, delete, modify and add anything under the It services. The testing of the change management module involves the process of creating change requests and types of changes. Once the change request is approved, an email is activated to the user. The tester can view all the expecting approvals items.The change requests are defined as 2 types: 1.StandardChange

   2.Emergency Change

Standard Change: It is defined by low risk and few impact changes for pre-approved.

Emergency Change: It is defined by an unexpected delay to be resolved as early as possible. If it is a major incident we consider as a high priority to understand the impact. 4.Testing the knowledge management module: ServiceNow knowledge management focuses on sharing information on knowledge-based on employees.  Users can easily access it and they are allowed access to portals that enable the services such as Create, Review and approve the articles. Knowledge management can have multiple groups and can be allocated to separate managers. Knowledge management has a facility to publish articles so that the user can easily search the relevant information the knowledge repository can quickly resolve the issues. Knowledgebase article has provided 2 facilities:

1. Approval publish                                                           

    2. Instant publish

Approval publishes: It enters the draft state and it to be forwarded to review for it be either approved or rejected.

Instant publishes: This article published immediately and appears on the knowledge base.      

 I hope there are several tools for testing the ITSM service module.