What is ServiceNow ITSM?

ServiceNow ITSM is a cloud-based platform designed to streamline and manage IT services within an organization. It centralizes and automates IT service management and delivers a single platform for resilient IT services, leading to better employee experiences and more intelligent decisions.

ServiceNow ITSM is built around best practices and adheres to ITIL® (IT Infrastructure Library) frameworks for standardized IT service management. The platform offers a user-friendly interface and mobile accessibility for on-the-go service requests and support.

Combat the chaos of siloed tools! ServiceNow ITSM unifies outdated systems onto a cloud platform, automates tasks, and leverages AI to boost IT efficiency and employee satisfaction.

Connect all your ServiceNow apps & Enterprise systems, eliminating data silos and boosting efficiency. View all integrations

The Technology Stack for ServiceNow ITSM

Now Platform®

The underlying technology platform for ServiceNow's cloud-based foundation to build and manage applications, including ServiceNow ITSM. The platform offers:

• Scalability: Adapts to the needs of growing organizations.
• Security: Ensures data and application security through robust security measures.
• Integration: Integrates seamlessly with existing IT systems for a holistic view.

Native AI & Machine Learning

Built-in functionalities leveraging artificial intelligence and machine learning for:

• Automated Incident Resolution: Analyzes data to suggest solutions, reducing IT staff workload.
• Predictive Insights: Identifies potential issues before they occur, enabling proactive maintenance.
• Improved Decision-Making: Provides data-driven insights to optimize IT services and resource allocation.

Virtual Agent Chatbots

Automated chat interfaces that:

Deflect Service Tickets: Answer basic questions and resolve common issues, reducing the load on live agents.

24/7 Availability: Provide support anytime, anywhere, even outside working hours.

Improved User Experience: Offer self-service options and instant resolution for simple requests.

Value Proposition of ServiceNow ITSM:

• Resilient IT Services: Ensures reliable and consistent delivery of IT services across the organization.
• Increased Productivity: Streamlined workflows and AI-powered resolution tools boost agent efficiency by 30%.
• Enhanced User Experience: Provides employees with seamless access to IT services, improving overall satisfaction.
• Data-Driven Decisions: Enables informed decision-making based on real-time data and insights.
• Continuous Optimization: Facilitates ongoing improvement of IT services and workforce allocation.

What are the different ITSM modules in ServiceNow?

ServiceNow ITSM offers a comprehensive suite of modules categorized into four main areas:

1. IT Foundational Modules provide a strong foundation for your ITSM practices. Key examples include Knowledge Management and Continual Service Improvement (CSI)
2. IT Operations Modules focus on the core processes of managing IT incidents, requests, and changes.
3. IT Improvement Modules help optimize the IT service delivery, including Service Level Management (SLM) and Asset Management.
4. IT Experience Modules focus on improving the user experience with IT services.

Note: This is not an exhaustive list, and additional modules may be available depending on your specific needs and ServiceNow configuration.

Aavenir’s Connected Contract Management Experience delivers pre-configured connectivity across all other Aavenir Source-To-Pay applications and across ServiceNow solutions, such as Source-To-Pay Operations, ITSM, and LSD. Download datasheet to learn more.

In essence, ServiceNow ITSM empowers organizations to achieve a modern, efficient, and user-centric approach to IT service management.

It replaces siloed, on-premises legacy tools with a unified platform that combines fragmented IT management tools into a single, cloud-based solution. It unifies data across various systems, enabling comprehensive analysis and decision-making. The automated workflows streamline IT processes through automation, reducing manual work and improving efficiency.

Struggling to integrate ServiceNow apps and legacy systems? Aavenir simplifies it! Learn how?