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What is ServiceNow ITSM?


Welcome back to ServiceNow Spectaculars.

In this article, we go deep into ServiceNow ITSM solutions and discuss their meaning, features, & applications.

What is ServiceNow’s ITSM solution?

It is the set of applications and features that aims to deliver the best IT Services to users and customers by focusing on scalable workflow automation and streamlining organizational IT processes. Introduction to AL will make this solution more reliable, fast, and professional.

By utilizing ServiceNow’s ITSM suite, organizations will be able to benefit from the following:

  • Values: It brings value to the customer through the overall services provided.
  • Productivity: It boosts productivity after the processes are automated.
  • Timing: Less time will be needed to do regular tasks, resulting in happier users.
  • Cost: The Overall cost of providing services will be lower.
  • Efficiency: The efficiency of services will boost after automation.
  • Complexity: The overall complexity of processes will be reduced, making them easier to understand.
  • Quick Resolution: It leads to quick resolution of daily incidents and issues faced by organizations.
  • Customer Satisfaction: Finally, all the above points provide higher customer satisfaction.

Features of ServiceNow ITSM suit

  • Enhance the service experience : Workflow automation provides an enormous boost to service quality, speed, and efficiency. Feature such as automatic routing, automatic suggestions, etc. make things better for the service desk agent and help him/her resolve more incidents and requests.
  • Consolidate IT services : It makes the service catalog a single source for acquiring services for employees, users, and internal users. This categorization and consolidation of IT Services eliminated the confusion and dependencies of users over the service desk for reporting issues and ordering stuff.
  • Improve IT productivity :This overall modern approach significantly improve the productivity of organization. Modern AI enabled chatbots, automatic suggestions etc. makes this more helpful and advance. People invest more time in collaborating with each others, innovation and trainings rather than working with complex processes.
  • Gain visibility into processes & services :It also help in making this more agile than ever. Process owners are now have more control over services and its performance. They can easily monitor the performance and get complete visibility within /out of processes.

Smarter decisions can be made easily by looking into the analytics part of applications etc.

  • Provide mobile connectivity :Having most of these features managed and accessed from mobile is a big win for people like approvers etc.

Application of ServiceNow ITSM suit?

ServiceNow provides a bundle of applications to be used for ITSM solution delivery. All these applications are out-of-box and based on industry experience and expertise.

Below is the list of all such applications.

  • Asset Management
  • Benchmarks
  • Change Management
  • Coaching
  • Collaboration services
  • Continual Improvement Management
  • Contract Management
  • DevOps
  • Digital Portfolio Management
  • Expense Line
  • Incident Management
  • Incident Communications Management
  • ITSM Agent Workspace
  • ITSM Virtual Agent
  • ITSM Mobile Agent
  • ITSM Success Dashboard
  • ITSM Platform Analytics Solutions
  • ITSM Predictive Intelligence Workbench
  • On-call scheduling
  • Operational Technology Service Management
  • Procurement
  • Product Catalog
  • Problem Management
  • Recommendation Framework
  • Release Management
  • Request Management
  • Service Desk
  • Service Operations Workspace for ITSM
  • Service Owner Workspace
  • Service Portfolio Management
  • Site Reliability Metrics
  • Site Reliability Operations
  • Task Outage
  • Vendor Manager Workspace
  • Vendor Performance
  • Walk-up Experience
  • Workforce Optimization for ITSM

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