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 ServiceNow ITSM unifies outdated systems onto a cloud platform, automates tasks, and leverages AI to boost IT efficiency and employee satisfaction.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:
- IT Foundational Modules provide a strong foundation for your ITSM practices. Key examples include Knowledge Management and Continual Service Improvement (CSI)
- IT Operations Modules focus on the core processes of managing IT incidents, requests, and changes.
- IT Improvement Modules help optimize the IT service delivery, including Service Level Management (SLM) and Asset Management.
- 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?
