ServiceNow ITSM to Stabilize Your IT Delivery
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.
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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 |
ServiceNow ITSM Packages and Prices
ServiceNow’s vast IT service management offering is divided into two packages: ITSM and ITSM Professional.
The Crux of ServiceNow ITSM Implementation
Implementation strategies:
Strategy 1Keep the existing ITSM processes and customize ServiceNow to support them. |
Strategy 2Change your ITSM processes according to ServiceNow’s best practices and keep customizations to a required minimum. |
Strategy 3Optimize your ITSM processes based on your process needs and customize ServiceNow to support your new processes. |
Stages:
1
Requirements gathering
Transforming your needs into a detailed requirements specification
2
Configuration and customization
QA, data migration and integrations included
3
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 applicationsSolution: providing user training for your IT team to get the mechanics and value of each new process and ap |
Missing ITSM enhancement opportunitiesSolution: 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.