1. Keep a browser open to ServiceNow all day if you do frequent updating of tickets and communication with clients.
  2. If you work in multiple applications within ServiceNow, use the My Work and My Group’s Work modules under the Service Desk Application. These modules pull together key pieces of information from all applications and record types so you can view all of the records that are assigned to you, or any of your groups.
  3. Communicate with your clients using ServiceNow’s Client Communication field on the Activity tab.  The field is green to remind you that whatever you type in that field is sent to the client.
  4. Don’t forget to add interested parties to your watch list.  Remember there is an internal watch list and an external watch list for clients and stakeholders.
  5. Use the Internal Notes for documentation, progress notes, or relevant material.  This will be especially useful if you are out and a colleague needs to pick up where you left off.
  6. Close tickets as soon as you are sure they are Resolved.  Remember that the resolution field does not get sent to the client, you will usually want to inform the client using the green client communication field of what you did to resolve the ticket.
  7. Remember to check the “type” of ticket. All tickets open as incidents by default, but it’s possible that, in your job role, you primarily do service requests.  The two types have different resolution expectations.
  8. If you have questions, ask!