Information Technology Service Management is a set of tools and processes that manage IT services. It enables your IT desk service providers and in-house IT teams to accelerate customer service delivery. ServiceNow ITSM is a robust, all-in-one platform for delivering, managing and optimizing IT operations.
According to a report by Manage Engine, 70% of the ITSM experts surveyed said they clearly understood their company’s IT strategy. 60% of respondents mentioned that ITSM would be crucial in achieving organizational goals in the next few years.
The reports show the importance of ITSM and how this industry is much more than handling regular IT operations. It covers all end-to-end delivery services to improve customer experience and align IT goals with the organization’s long-term objectives.
ServiceNow ITSM Explained
ServiceNow ITSM module is a cloud-based platform that follows a proactive approach to managing IT services. The module determines the role of each employee with regard to IT operations.
Clients rely on IT service management for two purposes—managing their IT operations and enhancing the customer experience. ServiceNow ITSM is a scalable, versatile, and flexible solution that grows with your organization and offers value to your customers.
There’s a growing demand for ServiceNow ITSM across all industries, from the healthcare business to general retail stores. By coordinating different processes across all departments, ITSM improves business efficiency, cuts costs, and boosts employees’ productivity.
Managers need to focus on growing their business instead of resolving day-to-day technical issues. However, IT issues can’t be neglected. Even a small service interruption can disrupt your organizational workflow and affect your customers’ experience. ServiceNow facilitates easy and effective management of such issues.
ServiceNow ITSM Processes
Technology is a crucial element of ServiceNow, but that isn’t the only thing the tool focuses on. ServiceNow’s ITSM is an all-inclusive, service-oriented solution that focuses on all aspects of your business.
This includes your organizational goals, customer management, coordination between different departments, and workflow optimization.
Here’s the list of the components of ServiceNow’s ITSM.
1. Incident Management
Your staff can submit a request for new hardware, software, or other services to your help desk companies through ITSM.
It also allows your employees to raise issues. Your IT help desk providers can group all the issues into a single system and set their priorities based on how critical they are. As a result, the incidents are managed efficiently, and the services to the end-users are restored to normal.
2. Problem Management
Your IT team can conduct the incident investigation for issues that keep recurring. The solution can stabilize your IT infrastructure and help eradicate common issues.
By identifying and eliminating the root cause of the problem, you can have peace of mind knowing that the same problem won’t recur.
3. Change Management
ITSM enables quick and seamless change implementation across all areas of your business. This feature is integrated with incident management, giving you a clear view of the potential security threats from the change implementation.
4. Request Management
Request management makes it easy for your IT team to handle multiple requests and respond to them as and when required.
Whether someone is requesting a workstation or help with password resets, the requests are gathered and organized in a single system. The system also facilitates smoother movement of these requests, such that the important ones are handled first.
5. Talent Management
ServiceNow ITSM allows you to put people with the right skills for the roles that best suit their expertise and qualifications. Simply put, it allows managers to divide the workload among all employees based on their skill sets.
Managing your workforce boosts your employees’ productivity and ensures faster project completion.
Why Your Business Needs ServiceNow ITSM
ServiceNow ITSM connects IT help desk providers to the users—the business—to streamline all technical operations. Here’s how it benefits your business, IT teams, and employees.
1. Improved Efficiency
ServiceNow offers a scalable ITSM module that can quickly adapt to the latest trends and innovations. Automating routine business tasks saves your workforce the manual labor and time to handle complex work.
Automated ServiceNow ITSM improves collaboration between different departments and specifies the tasks and responsibilities of each employee. It automates most of your employees’ manual work, which gives them more time to focus on the business strategy and customers.
2. Excellent Self-Service
The help desk services are often overloaded with tons of requests. It’s difficult for your in-house IT teams or outsourced IT service desk to manage these issues quickly. An ITSM solution ensures that your staff handles most issues through self-help.
ITSM works as a 24/7 IT support solution, which gives your staff a clear understanding of how to use IT services and who they should report to when faced with a technical problem.
Your employees get greater control over IT operations, as they can submit a request or raise a concern from any device at any time.
3. Minimal Disruption
With every change incorporated into your business, there’s a risk it might negatively affect other areas of your business. However, change is an inevitable part of any business.
To minimize disruption caused by these changes, your business needs a strategic, cloud-based ITSM solution, such as ServiceNow. It provides a consolidated view of the effects of changes in your organization.
ServiceNow ITSM also offers comprehensive reports that give insights into your business progress, IT performance, etc.
4. Improved Incident Visibility
Your organization needs an intelligent and robust solution that can identify technical problems before they arise. You need a system that can detect these issues before they turn into bigger problems or cause a serious disruption in your workflows.
ServiceNow ITSM does that well. Using this module, you can devise customized incident management strategies to handle potential IT threats effectively. The ability to detect the most dangerous IT storm is one of the features that set ServiceNow’s ITSM apart from other IT automation tools.
IT service management is ServiceNow’s most powerful and scalable tool. From user requests to IT issues, the module streamlines all IT management operations and gives you a consolidated view of your IT workflows in a single, centralized unit.
This cloud-based, service-oriented solution improves organizational efficiency, boosts productivity, increases ROI, and helps you achieve employee satisfaction.