IT Service Management

ServiceNow ITSM is the industry-leading IT service management tool to increase productivity, streamline services, and achieve new insights into your business. ServiceNow’s cloud-based platform creates an agile, easy-to-use solution for IT managers to review in-depth dashboards, accelerate service delivery, and maintain compliance.

Incident Management

IT Incidents can disrupt your operations, lead to downtime, and contribute to the loss of data and productivity. It’s crucial for organizations to take incident management seriously, as there are multiple benefits to a successful incident management process.

Benefits to the Organization

  • Efficiency and productivity

  • Visibility and transparency

  • Higher level of service quality

  • Insight into service quality

  • Service Level Agreements (SLAs)

  • Incident prevention

  • Improved mean time to resolution (MTTR)

Problem Management

By providing a set or clear processes to follow in planning, approving, and implementing IT changes, change management provides several significant advantages. With a structured workflow for diagnosing root causes and fixing problems, Problem Management helps eliminate recurring incidents and minimizes the impact of unexpected disruptions. Problem management can have several benefits when executed correctly.

Benefits to the Organization

  • Continuous service improvement

  • Avoid costly incidents

  • Increased productivity

  • Decreased time to resolution

  • Discover underlying causes

  • Increased customer and employee satisfaction

  • Minimized service disruptions

  • Accelerate root cause resolution

Change Management

By providing a set or clear processes to follow in planning, approving, and implementing IT changes, change management provides several significant advantages.

Benefits to the Organization

  • Decreased number of change collisions, in which too many changes is scheduled simultaneously, resulting in conflicts and strained resources.

  • Increased ability to roll out changes without negatively impacting other operations.

  • Fewer failed changes, due to detailed documentation and effective review and evaluation processes.

  • More-accurate change classifications.

  • Integrated organization-wide change processes.

  • Improved change automation, streamlining processes and freeing up teams to focus on other vital tasks.

  • Enable business outcomes, in line with ITIL 4, which blends key DevOps concepts—such as CI/CD, safe-to-fail testing, and shortened feedback loops—into change activities.

Service Request Management Process

Information Technology Infrastructure Library (ITIL) classifies requests from users as service requests. These requests are often recurring, so successful IT teams must follow a repeatable procedure to handle them.

  • Submission:An employee submits a service request using employee portals, email, mobile apps etc.
  • Assessment:Relevant teams assess the request, determine how urgent it is, what tools will be needed, and whether it requires approvals
  • Fulfillment:Based on information from the assessment phase, appropriate departments and tools are used to fulfill the request.
  • Completion: Once the request has been successfully fulfilled, the ticket is closed and archived.
  • Follow up: Solicit feedback from the employee to ensure the request was resolved and demonstrate commitment to employee experience.

Benefits to End Users

  • Enhanced transparency related to scheduled changes.

  • Reduced downtime due to improved communication.

  • Fewer disruptions because of unauthorized or poorly planned changes.

Knowledge Management

A single IT system can store and retrieve the collective knowledge and experience of an organization’s workforce. Knowledge Management shares expertise among employees, increasing efficiency, improving decision-making capacity, and creating faster and more-accurate issue resolutions.

Foster Innovation

Knowledge Management helps foster innovation. With easy access to shared ideas, experiences, and up-to-date information, employees have the resources they need to think outside the box and address evolving business needs.

Remain Competitive

Knowledge Management allows businesses to remain competitive. By sharing experience and information through easy-to-use tools, businesses become more flexible and intelligent, better prepared to spot issues easier and resolve quickly.