ServiceNow ITSM | Stabilize IT Delivery

ServiceNow ITSM - ScienceSoft

SERVICENOW ITSM IN BRIEF

ServiceNow ITSM is designed for centralized IT processes management, including incident, request, problem, change, service level, knowledge, and configuration management. ServiceNow ITSM is used by diverse mid-sized and large organizations, and it’s best-suited for governmental organizations and businesses in highly regulated industries like finance and pharma. ServiceNow is a 7-time leader in Gartner’s ITSM Magic Quadrant.

Among famous brands using ServiceNow ITSM are Airbus, CERN, Henkel, Al Jazeera, Deloitte.

ServiceNow ITSM KEY FUNCTIONALITY

Incident management

Omni-channel incident registering

Employees can submit incidents via a self-service portal, chatbot, email, and phone.

Visual task boards

Intuitive Kanban‑style boards to enable an IT team manage incident tasks and team assignments, create task checklists, and set task priorities.

Native mobile app

A mobile app allows an IT team to triage, address, and resolve incidents on the go.

Ticket prioritization

Automated calculation of a ticket’s priority based on incident impact and urgency.

AI-based recommendations

ML-driven recommendations to IT agents on how to resolve incidents based on similar cases.

Reports and dashboards

Configurable role‑based reports and dashboards displaying incident statuses (e.g., unassigned, overdue), priority (high, medium low), resolution time, and other metrics.

Problem management

Remediation plans

Guidelines for IT service agents on how to fix repeated incidents.

Real-time dashboards

Built-in dashboards to enable problem identification and further remediation of abnormal patterns and trends.

Knowledge transfer

IT service agents can share known errors and workarounds for accelerated resolution of similar problems.

Change and release management

Change approval policy management

Automated approval of standard and low-risk changes.

Change impact visualization

A map showing the potential impact of a proposed change on IT, services, and configuration items.

DevOps integration

Change acceleration due to the integration of a DevOps pipeline with ServiceNow change management.

To learn more about this functionality, please check our dedicated page on ServiceNow change and release management.

Request management

Unified service center

A single place for employees and customers to request services from IT, HR, and other departments and get service-related information.

Graphical designer of request workflows

Drag-and-drop building of workflows to automate request processes.

Portal with an embedded chatbot

The service portal with a built-in ServiceNow chatbot allows customers and employees to get answers and solve issues 24/7 due to keyword search and natural language understanding.

Native mobile app

Request-related collaboration on the go for an IT team, request tracking for customers and employees, including automated notifications (e.g., change in a request status).

Asset management

Asset provisioning

Automation of asset requesting, fulfillment, and ordering processes.

Inventory management

Stockroom inventory management for hardware and consumables (computer keyboards, mice etc.).

Contract management

Contract lifecycle automation, including approval and renewal for various contracts (e.g., leases, warranties, maintenance, and service) related to hardware and virtual assets.

Multiple barcode scanning

Quick scanning of multiple barcodes or groups of codes with a smartphone for fast entry of the asset information into ServiceNow ITSM.

Knowledge management

Knowledge gap analysis

ML-powered identification of knowledge gaps (e.g., in incident resolution) and task assignment to service agents to create ServiceNow ITSM knowledge articles to fill these gaps and boost self-service among customers and employees.

In-context creation and knowledge harvesting

Creation of knowledge articles from current cases, incidents, and conversations in engaged communities.

AI-driven search

Powerful search across knowledge articles with personalized search results for agents, employees and customers.

Analytics and reporting

Reports and dashboards to monitor the use and aging of and feedback about corporate knowledge.

Translation management

Automated assigning of translation tasks, identification of missing translations for knowledge articles, and more.

Configuration management

Configuration management database (CMDB)

The CMDB accumulates and structures data about all IT components and provides visualization and reporting on configuration items (CIs), audit trail, and more.

Data health tools

Aggregation and processing of key CMDB metrics (e.g., completeness of required and recommended fields of CIs, correctness of CIs based on pre-defined data integrity rules) to provide actionable insights on how to improve the CMDB’s performance and health.

Service Graph Connectors

Quick and easy loading of large volumes of third-party data into the CMDB via Service Graph Connectors.

Visualization and reporting for Configuration Items

Mapping, querying, and understanding complex relationships of CIs in tables with a clear graphical view.

IT service performance analytics

KPIs and dashboards

Tracking diverse metrics (e.g., the number of new and closed vulnerable items, Mean Time to Remediate) to get insights on how to improve IT service performance.

KPI signals

Automatic alerts about deviations from the projected values for monitored configuration items.

Predictive intelligence and data classification

Major incident detection

Proactive detection of major incidents due to ML-based flagging of similarity across incidents.

Smart classification and routing

ML-based classification of tasks, incidents, and cases and routing them to relevant agents.

Predicting of time to resolution

Accuratepredicting of time to resolution due to regression analysis.

IT service evaluation surveys

Intuitive survey designer

Creating surveys on customer satisfaction with services provided by an IT team using customizable templates and publishing them to specific users or user groups.

Survey analytics

Generating intuitive charts based on survey results (e.g., evaluation of the quality of IT services).

Survey administration

Agents or managers can create, schedule, and send surveys from a single interface, create conditional questions, allow users to change their responses, and more.

Public surveys

Creating surveys for users outside the ServiceNow system, saving anonymous survey responses, and showing them on scorecards.

Service level management

SLA workflow designer

A drag-and-drop designer to create configurable workflows that determine what activities occur according to an SLA, for example, notifying an assignee about a task to prevent an SLA breach.

Service level timeline

Detailed visualization of all SLAs associated with a related task, stages and timings of SLA tasks.

Notifications

Automatic notifications for service providers and consumers, for example, about an SLA breach.

SLA reporting and analytics

Configurable role‑based dashboards to track service delivery and drive service improvement.

Employee Service Center

Virtual agent

Accessible via collaboration tools (e.g., Slack, Teams), a virtual agent creates a case, stores the chat history within this case, and helps employees get immediate answers to questions.

Targeted campaigns and content automation

Providing employees with timely, relevant, targeted content on various campaigns (e.g., signing up for health benefits) based on their location, role, and job type. Evaluating the effectiveness of campaigns and tracking results (e.g., employee engagement with a campaign).

Search

Quick and easy Google-like search of information about various services (e.g., HR, IT, workplace services) across the enterprise and retrieval of the results from the knowledge base, services, and forums.

Integrated case management

Integrated case management helps employees with opening and monitoring cases and supporting case-related activities via e‑signatures, forms, and checklists.

Employee forums

Forums enable employee collaboration on job tasks and work-related content.

Workforce optimization

Team scheduling

Managing the IT service team’s shifts, breaks, and time-offs.

Performance reporting

Reports on team and individual performance based on diverse metrics (e.g., problems resolved, average handle time, first call resolution).

Omni-channel monitoring

Service team managers can monitor agents’ conversations and analyze voice recordings across all channels.

Skills management

Managers can recommend coaching and training for their teams based on skill gaps identified by ServiceNow predictive analytics.

Assignment queue management

Tracking assignment queues and wait times.

OPPORTUNITIES YOU GET WITH SERVICENOW ITSM

Let your employees quickly report issues

Leverage a built-in reporting tool for easy creation of custom reports

Get full visibility into incident management with dashboards

Let your IT team easily track issue duration and resolution

Let your IT agents resolve issues quickly due to getting full context, analytics, and AI-powered recommendations from a single view

Leverage customizable templates for key enterprise IT, HR, and customer service scenarios

Use Survey Designer to quickly create surveys and assessments

Increase your service team’s productivity by leveraging ML-powered classification of tasks, incidents, and cases

Easily track your IT and non-IT assets’ status and worth throughout their actual lifecycles

SERVICENOW ITSM INTEGRATIONS

ServiceNow ITSM integration with corporate systems helps avoid ITSM data silos and streamline IT service workflows.

Servicenow ITSM integrations - ScienceSoft

ServiceNow ITSM + HR software

To accelerate providing employees with relevant physical (e.g., a desk, a computer) and non-physical (e.g., an email account, logins) assets in case of onboarding, promotion, or transfer. ServiceNow ITSM tasks are created automatically based on the data stored in HR software (e.g., an employee’s name, role, team, department).

ServiceNow ITSM + CRM

To automate the creation and resolution of customer cases in ITSM and increase visibility into customer incidents, problems, and requests for CRM users, which helps eliminate bottlenecks in customer service and reduce customer response times. Also, customer priorities, value, and other details available in CRM are visible in customer accounts in ServiceNow ITSM.

ServiceNow ITSM + ticketing software

To streamline issue resolution and improve collaboration of IT and development teams due to synchronization of incident data. When an IT team creates an incident ticket in ServiceNow ITSM, a new issue is automatically created within a ticketing system. The issue’s status, details, and related comments from both teams are automatically updated in both systems.

SERVICENOW ITSM CUSTOMIZATION CAPABILITIES

ServiceNow ITSM customizations cover code-based adjusting of access controls, tables and form fields, email notifications, IT service workflows, integrations (e.g., ServiceNow ITSM integration with a third-party ITSM system). Also, ServiceNow ITSM enables the development of various custom applications. For example, our team built an ITSM mobile app that combined SolarWinds and ServiceNow.

With 13 years in ITSM and 11 years in providing ServiceNow services, ScienceSoft helps organizations leverage ServiceNow ITSM solutions that offer full visibility into IT processes and infrastructure, enable timely resolution of user requests and incidents, and help optimize IT costs.

Taste the Benefits of Your Future ServiceNow ITSM Solution!

Request your free ServiceNow ITSM demo and see how the platform can meet your specific IT service management needs.

BENEFITS OF SERVICENOW ITSM

  • -80%

    IT service delivery costs due to request automation

  • -66%

    IT staff effort per incident due to intelligent issue categorization and routing

  • +20%

    IT staff overall productivity due to employee self-service, virtual agents, and more

  • SERVICENOW ITSM PACKAGES

    ITSM

    ITSM Professional

    ITSM Enterprise

    • Incident Management
    • Problem Management
    • Change and Release Management
    • Request Management
    • Asset and Cost Management
    • Walk-Up Experience
    • Agent Workspace
    • Now Mobile
    • Mobile Agent
    • Knowledge Management
    • Configuration Management
    • Reports and Dashboards
    • Service Level Management
    • Benchmarks
    • Surveys and Assessments
    • Virtual Agent

    The ITSM package

    +

    • Predictive Intelligence
    • Dynamic Translation
    • Performance Analytics
    • Continual Improvement Management
    • Service Owner Workspace
    • Vendor Manager Workspace

    The ITSM Professional package

    +

    • Workforce Optimization
    • Process Optimization

    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

    1

    Requirements gathering

    2

    Implementation

    3

    Deployment

    +

    Optional stage

    Risks

    Risk: Low user adoption of new ServiceNow applications

    Solution: Providing user training for your IT team to get the mechanics and value of each new app.

    Risk: Missing ITSM enhancement opportunities

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

    Project duration

    The duration of the ServiceNow ITSM implementation project depends on such factors as:

    • Level of ITSM maturity.
    • Implementation scope.
    • Out-of-the-box vs. customization choice.

    For instance, a ServiceNow ITSM implementation project can take up to 6 months if it:

    • Runs in a company with a high level of ITSM maturity.
    • Covers Incident, Knowledge, Request, Service Level and Configuration Management modules.
    • Mostly sticks to OOTB functionality with a wide range of configurations.