5 Tips for Efficient Work with ServiceNow
Practical advice that helps me handle incidents and requests faster and more efficiently.
5 Tips for Efficient Work with ServiceNow
After several months of working on the Service Desk, I’ve developed a set of practices that significantly make my work in ServiceNow easier. I’m happy to share them.
1. Use Templates for Recurring Incidents
If you’re solving the same type of problem again and again, create a template. ServiceNow allows you to save pre-filled forms, which saves time and ensures consistency.
2. Learn Keyboard Shortcuts
ServiceNow has a set of keyboard shortcuts that speed up navigation:
Ctrl + Alt + G— Global searchCtrl + Alt + I— Quick access to incidentsCtrl + Alt + N— New record
3. Filter Your Queue Smartly
Set up personal filters on your queue. Prioritize by SLA, category, or assigned team. A clean queue = less stress.
4. Document Solutions in Knowledge Base
Record every complex solution. Next time, you’ll save time for yourself and your colleagues. Knowledge articles are a key part of ITIL best practices.
5. Communicate Proactively with Users
Don’t leave users waiting. Even a short message like “I’m working on your request” significantly improves satisfaction. Status updates are just as important as the actual resolution.
Efficiency on the Service Desk isn’t about speed — it’s about smart processes.