The Repository @ St. Cloud State

Open Access Knowledge and Scholarship

Date of Award


Culminating Project Type

Starred Paper

Degree Name

Information Assurance: M.S.


Information Assurance and Information Systems


Herberger School of Business

First Advisor

Dennis Guster

Second Advisor

Susantha Herath

Third Advisor

Sneh Kalia

Creative Commons License

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.


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.