Culminating Project Title
Date of Award
Culminating Project Type
Information Assurance: M.S.
Information Assurance and Information Systems
Herberger School of Business
Creative Commons License
This work is licensed under a Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License.
Keywords and Subject Headings
servicenow, service management, itil, itsm, cloud
ServiceNow enterprise IT service automation platform combines ITIL v3 process support, platform-as-a-service (PaaS) delivery, and Web functionality, to provide a flexible, intuitive and self-managing application (Muir, 2014). Fundamentally, it is a service management ticketing tool for every department in the enterprise that offers functional flexibility, relative ease of deployment, and competitive pricing (About ServiceNow: TechWeb, n.d.). ServiceNow is a PaaS model, where a platform is also supplied, allowing customers to develop and extend the OOB (Out of the box) functionality. With unique pre‑built services and reusable components, we can rapidly build, integrate, and extend the features or scope of our applications to meet the dynamic requirements of our business. The goal of this paper is to construct an optimal and efficient solution by utilizing the ServiceNow provided functionality and customize it to meet the business needs.
Kotha, Veenadhari, "Customer-Centric Service Management Using Servicenow" (2017). Culminating Projects in Information Assurance. 35.
First, I wish to thank the members of my academic committee, Dr. Dennis Guster, Dr. Susantha Herath, and Dr. Sneh Kalia, whose valuable feedback and advice proved to be a milestone in the accomplishment of this paper.
I would also like to pay warmth and gratitude to my family and friends, without whose support, this paper would not have been completed.