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ServiceNow Cookbook by Ashish Rudra Srivastava

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Service-Now and the ITIL framework

Service-Now is an IT service management tool and it follows the ITIL v3.0 framework but, now Service-Now is currently expanding its footprint into many other portfolios as well, such as legal management, marketing management, and cost management and so on.

How it works...

The ITIL v3.0 framework has five phases, but Service-Now has supporting modules or applications for the following ITIL phases only:

  • Service design
  • Service transition
  • Service operation

The following phases are not supported by Service-Now:

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