ServiceNow ITSM to Stabilize Your IT Delivery

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ServiceNow ITSM Features

The modules of the ServiceNow IT Service Management suite either embody ITIL processes or provide productivity tools for your IT team. If you have trouble choosing the set of features to implement in your organization, you can consult our 4-level ServiceNow implementation model and set your eyes on the functionality you need.

Incident Management Tracking IT failures and restoring services as quickly as possible	Performance Analytics Gaining deep insights into your IT infrastructure performance trends	Reports and Dashboards Using operational analytics to track IT service delivery
Problem Management Analyzing the root causes of IT failures to prevent further outages	Walk-Up Experience Tracking and managing inquiries to your on-site IT support center	Service Level Management Monitoring issue resolution to speed up service restoration
Change and Release Management Authorizing and implementing changes to your IT infrastructure	Agent Workspace Boosting IT agents’ productivity with an intuitive work console	Configuration Management Maintaining and keeping track of all infrastructure elements
Request Management Gathering and fulfilling IT service requests from your end users	Enterprise Onboarding and Transitions Enabling IT and HR to collaborate on workstation provision)	Benchmarks Checking average IT service metrics in your industry to pinpoint areas for improvement
Virtual Agent Resolving common end user issues through a chatbot	Knowledge Management Gathering and sharing IT knowledge among your team	Surveys and Assessments Improving your IT team’s performance based on end user feedback
Agent Intelligence Applying machine learning for intelligent incident routing	Asset and Cost Management Managing asset availability and life cycles to cut related costs	Continual Improvement Management Recording, prioritizing and acting upon IT service improvement ideas

Benefits

Slashing business workflow disruption

Due to improving your IT service availability through prompt troubleshooting, failure prevention, IT knowledge sharing, etc.

Reducing operational costs in IT

By efficiently distributing IT assets and streamlining your IT team’s operations

Boosting an IT team’s productivity

Thanks to using productivity apps for IT service agents, automation workflows and intelligent incident routing

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ServiceNow ITSM Packages and Prices

ServiceNow’s vast IT service management offering is divided into two packages: ITSM and ITSM Professional.

Incident Management
Problem Management
Change and Release Management
Request Management
Asset and Cost Management
Walk-Up Experience
Agent Workspace
Knowledge Management
Configuration Managements
Reports and Dashboards
Service Level Management
Benchmarks
Surveys and Assessment

The ITSM package

Virtual Agent
Agent Intelligence
Performance Analytics
Continual Improvement Management

The Crux of ServiceNow ITSM Implementation

Implementation strategies:

Strategy 1

Keep the existing ITSM processes and customize ServiceNow to support them.

Strategy 2

Change your ITSM processes according to ServiceNow’s best practices and keep customizations to a required minimum.

Strategy 3

Optimize your ITSM processes based on your process needs and customize ServiceNow to support your new processes.

Stages:

Requirements gathering

Transforming your needs into a detailed requirements specification

Configuration and customization

QA, data migration and integrations included

Solution rollout activities

User training, solution launch and further support for 2-3 months

Optional stage: pilot project (a small-scale exploratory solution delivered as a starting point of the major implementation project)

Risks:

Low user adoption of new ITSM processes and applications

Solution: providing user training for your IT team to get the mechanics and value of each new process and ap

Missing ITSM enhancement opportunities

Solution: allocating budget to support and evolve your future ITSM solution as your needs change

Project duration:

The duration of ServiceNow ITBM implementation strongly depends on such factors as:

Size and level of ITSM maturity
Implementation scope
Out-of-the-box vs. customization choice

For instance, a ServiceNow ITSM implementation project can take up to one year if it:

Runs in a mid-sized company with a high level of ITSM maturity.
Realizes Incident, Knowledge, Request, Service Level and Configuration Management modules.
Mostly sticks to OOTB but involves a wide range of configurations.

SERVICENOW ITSM SERVICES WE PROVIDE

ServiceNow implementation ServiceNow consulting ServiceNow integration Custom ServiceNow app development ServiceNow support ServiceNow managed services

Successful implementations of ServiceNow ITSM

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Proprietary ServiceNow Implementation Model