ServiceNow ITSM (IT Service Management) answers shared services organizations’ needs in the area of cost-efficient and optimized IT service delivery.
The solution applies Artificial Intelligence like Virtual Agents and Machine Learning to deliver top quality ITSM experience to your business.
The cornerstone goals of the ITSM automation on ServiceNow are:
In turn the cornerstone ITSM applications are:
Self service and virtual agents let your employees get help, choosing from a list of concise and clear options. The ServiceNow ITSM suite applies Artificial Intelligence (AI) and Natural Language Learning (NLP) to facilitate adoption for your teams, and empower them with self service.
AI & self-service can help your end user for example:
Predictive Intelligence is made up of repetitive task automation, major incident management, analytics.
Repetitive task automation helps limit the volume of low value tasks and human error caused by multiple categories and assignment groups to choose from. ServiceNow uses past data based Machine Learning and allows to automate routine activities like:
Major Incident Management allows to identify major incident and alert your service desk team, delivering:
ServiceNow offers a set of tools, including workspaces and workbenches, to facilitate cross business process management. They are applicable also to ITSM, delivering transparent and user friendly work management dashboards for efficient and timely execution of your deliverables.
Incident Reporting provides you with instance data status reporting (e.g. number of open incidents by priority group). It’s available for each table except for system tables. Offers a web and mobile application, incl. reporting and management.
Continuous Improvement Management (CIM) application for improvement implementation. It allows to divide the implementation into phases and tasks, track goals execution and measure outcomes.
Flow Designer is an integrated environment applying natural language processing and drag & drop tools to allow non-programmers process automation (approvals, tasks, notifications, and record operations) without coding.
Incident Reporting allows you instance data status reporting (e.g. number of open incidents by priority group). Available for each table except for system tables.
Service Mapping provides a complete map of all the services within your organization, incl. devices, apps, and configuration profiles.
ServiceNow Visual Task Board (VTB) delivers a dashboard that incorporates navigation for lists and forms in your organization.
Service Portal provides administrators with a framework to develop mobile-friendly self service platform for end users.
Virtual Agent is a platform for user assistance provided via instant communicator interface, which is supported by natural language understanding.
Mobile version of Knowledge Base that contains articles featuring self-help, troubleshooting, and task resolution guidelines. Available by default from Madrid release on (check the full list here).
The success of the ITSM implementation is conditioned by service design and how it meets end user’s expectations and overall experience. Aware of the obstacles your organization may face during the launch of the new solution, ServiceNow delivers AI and NLP-based solutions with user experience at the core of each delivery.
Reach out if you have any questions regarding ServiceNow ITSM or its licensing.
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