ServiceNow IT Service Management (ITSM) offers a robust framework to elevate IT service delivery and align them with critical business needs. IT infrastructure transformations empowering businesses to improve efficiency and overall growth. It allows for increased productivity, lower costs and improved end-user satisfaction. In order to increase IT efficiency, IT service management can help with:
Process workflow
Offer technology-enabled process workflow and eliminate manual process, thereby improving collaboration between all teams.
Service-based incident management
Prioritize and customize the resolution time based on the business impact caused by IT issues.
Quickly bounce back from critical IT issues
ITSM provides the strategies and resources to weather even the most difficult IT storms, and then bounce back quickly.
Save time and money
Effective problem management and knowledge management help reduce recurring issues, resolution times, and impact on end users and the business as a whole.
Insightful reports
Automate the report-generating process and reduce reporting costs.
Prevent change-related or inconsistency-based wastage
Avoid the costs of “reworking” mistakes that is ultimately the duplication, or even triplication, of effort.
Benefits for business:
Increased agility
Quickly adapt to changes and innovation.
Reduced costs
Easily visualize workflows, leading to improved efficiency and cost savings.
Fewer IT problems and improved response
Decrease IT problems and respond to incidents quickly, reducing the associated cost and disruption.
Easy compliance
Ensure compliance with regulatory requirements.
Better service
Improve satisfaction rates for end users.
ServiceNow ITSM solution offerings
Incident Management: Incident Management restores normal service operation while minimizing impact to business operations and maintaining quality.
Any user can record an incident and track it through the entire incident life cycle until service has been restored and the issue has been resolved.
Problem Management: Manage problem life cycle and prevent problems and resulting incidents from happening using ServiceNow Problem Management. It focuses on finding the root cause of an issue. This is usually sent to a team for severe malfunctions to resolve with a long-term fix.
Change Management: It follow a systematic approach to deploy various changes in the IT ecosystem in the easiest, efficient and cost-effective manner.
Knowledge Management: This application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution.
Request Management: Allows catalog items to be requested and fulfilled based on defined flows, and increase self-service rates for customers and employees.
Agent Workspace: provides agents, case managers, help desk professionals, and managers quick access to what they need to help answer customer questions and resolve customer problems. It creates a unilateral platform for both employees and customers to engage and resolve common problems.
Service-level Management: Track service-level commitments with customers and from vendors, so management can pinpoint weaknesses and take corrective action. SLAs are agreements that define what users and customers can expect from the IT services; define targets for suppliers; and provide suppliers, customers and stakeholders with regular information on how the services are delivering on these expectations.
Configuration Management: gives your IT teams a reliable repository for IT component information and establishes clear relationships between IT infrastructure components and services. Track all configuration items in your IT system. Identify, verify, and maintain critical configuration information for hardware, software, personnel, and documentation.
Reports and Dashboard: Ensure rapid decision-making through relevant reports on a dashboard including performance analytics. ServiceNow reports are visualizations of your data that you can share with users on dashboards and service portals, export to PDF, and send via email.
Virtual Agent: Leverage an NLP-based virtual agent that offers intelligent, customized conversational experiences to customers as well as employees for quick and effective conflict resolution.