What is ITSM in ServiceNow, really? It is not just incident and request tickets. It is a service-based operating model that connects demand (requests), disruption (incidents), root cause (problems), and risk (changes) to the same service context. In this post (with a quick demo), you will see how ServiceNow ties these workflows together so you can run IT with clearer ownership, better control, and reporting that reflects service outcomes, not just ticket counts.