ServiceNow is a SaaS cloud platform providing innovative service delivery solutions to different organizations for automated business processes. ServiceNow’s IT Service Management (ITSM) is a tool delivering optimal development and management of IT services. From handling incidents and service requests to solving problems by making required changes or modifications, ITSM modernizes your way of managing and delivering services. There are a number of various modules offered by ITSM to improve your business function and here we will be discussing the testing process for the same modules.


ServiceNow’s Incident Management provides the ability to log incidents, classify them, and assign the same to appropriate groups. The issue, being a network or mobile issue, to be resolved can be assigned to multiple users. The issue is prioritized on four types of levels i.e. Critical, High, Medium, and Low based on the seriousness of the issue. The issue is considered critical if it has a high impact on he timeline and considered low if the impact is very little. In this process, a new incident is created and processed at each state. It is recorded till the restoration of service and resolving of the issue.


Testing Problem Management Module is a process where the issues causing the incidents are identified and fixed. All the problems are recorded and managed in the problem management life cycle. In simple words, it’s all about finding the root cause of the problem. To solve a problem, a group from the knowledge base is assigned which solves the issue through resolution and reporting. Upon solving the problem, the incident related is set to “On Hold” state and closed immediately, if it’s still in the process then “Pending State” and if the problem is closed then the state is set to “Resolved”. The users can log or update any incident with the help of email generation with the required information for configuration. After the problem is resolved, the incidents are automatically closed.


ServiceNow Change Management Module allows you to add, delete, or modify anything in the IT environment as per your wish. When the incident is created, based on the current problem details of the problem are mentioned making the user eligible for creating another problem. The testing process for this module includes creating the change request along with types of changes. When the change request is approved, the user gets an email. Meanwhile, the tester can view the awaiting approval items and the change requests are defined in two categories i.e. Standard Change which is defined by low risk and low impact changes, and Emergency Change defined by unexpected delay to be resolved as soon as possible.


ServiceNow Knowledge Management Module, as the name suggests, aims at sharing the information about knowledge bases for the employees. It allows users to access various portals facilitating functions like creating, reviewing, and approving articles. This module is suitable for having multiple groups long with individual managers being assigned to each group. It has the facility to publish articles that can be used by the users to search relevant information from the knowledge repository in order to resolve the issues quickly. There are two article segments i.e. Approval Publish in which the article enters the draft state and forwarded to be reviewed for approval or rejection and Instant Publish hich allows the article to be published immediately making it appear on the knowledge base.