ITSM enables your organization to “modernize service delivery on a robust enterprise cloud,” according to the ServiceNow. ServiceNow ITSM improves business service delivery efficiency at optimized costs. To do so, ServiceNow ITSM provides a powerful platform for ITIL processes. This can reduce costs, improve your business’s agility, lower risks, and boost IT innovation.
Here are a few benefits of ServiceNow’s ITSM:
- Enterprise-grade cloud and security
- Codeless configuration
- Single system of record
- Inherently mobile apps
- Guided setup
- Real-time dashboards and benchmarks
According to Gartner, ServiceNow is a Leader for 7th year in 2020 ITSM Magic Quadrant. It’s IT Service Management product is focused on providing a single platform connecting ITSM and non-IT workflows, augmented by a set of native AIOps and ITOM extensions. It is targeted at organizations with intermediate to advanced I&O maturity. Since the last publication of this Magic Quadrant, ServiceNow made platform-level acquisitions to add native AI, ML and natural language processing functionality, and added workspaces for service owner and vendor manager roles.
With the ever-growing need for digitizing our day-to-day work, IT service delivery is a vital part of any organization. Over the past decade, the delivery focus has shifted from hardware-focused to SaaS solutions and Vendor Service Management. Increasingly also, accelerated digital transformation - while driving business growth - is required to deliver outstanding employee experiences and intelligent IT service management.
ServiceNow offers a variety of ITSM products that can improve business function. Some of the products offered include:
ServiceNow Incident Management streamlines the process of restoring service following any unplanned outage or disruption. This allows IT to capture an incident through self-service portal and prioritize chat, email, phone and incoming events based on agreed service level targets. Incidents can be automatically routed to the appropriate resolution group.ServiceNow Incident Management streamlines the process of restoring service following any unplanned outage or disruption. This allows IT to capture an incident through self-service portal and prioritize chat, email, phone and incoming events based on agreed service level targets. Incidents can be automatically routed to the appropriate resolution group.
Problem management is the process of identifying and managing the causes of incidents on an IT service. It is a core component of ITSM frameworks.
Change and Release Management
Change and Release management can reduce the costs and risks of ongoing changes with capabilities (for example, an intuitive change calendar, dynamic risk and impact calculation and change collision detection.) With the ServiceNow Change Advisory (CAB) Board, CAB meetings are simplified and able to change managers easily.
Finding information is often a help desk issue for businesses. However, with ServiceNow’s Knowledge management, that can change. Knowledge Management can help IT personnel leverage knowledge articles to resolve user’s issues faster and allow employees to look up information on topics themselves.
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