Combine ITSM and ITOM to make your business more resilient

  • ServiceNow Blog
  • IT Management
  • Solutions
  • 2020
November 24, 2020

A combined ITSM and ITOM approach can make your business more resilient and proactive in three ways.

A combined ITSM and ITOM approach can make your business more resilient and proactive in three ways.

We’ll start with a stat that most anyone will appreciate: In the average enterprise, about 60% of incidents are generated by machines (servers, storage, network routers, etc.) instead of people, ServiceNow research finds. 

By broadening their IT management to include machines and people, many current ServiceNow customers have reduced high-priority incidents and VPN outages, and shortened service restoration times, saving the organization thousands of employee work hours. 

Let’s dig into the advantages of this IT service Management (ITSM) + IT operations management (ITOM) approach:

Drive down costs while swiftly resolving issues
The shared data across both ITSM and ITOM allow for faster, more effective issue resolution. The insights can also power greater self-service for the “people part” and automation for the “machine part.” A deeper understanding of issues and the impact of change on systems allows operations to better prioritize its attention. 

For example:  By standardizing its IT on a single platform, Danske Bank has created a scalable foundation for enterprise‑wide innovation that improves risk management and enhances the employee experience. With ServiceNow, the bank has achieved:

  • A 93% reduction in high-priority incidents

  • A 6X improvements in time to restore services

  • A single platform for ITSM, ITOM, ITBM, and GRC.

Scale IT to support employee needs and business goals
Realize self-healing and proactive IT through logic-driven automation across the estate, from identifying the issue in near real-time to to prescribing a resolution. In other words, have visibility and a single source of truth to drive AIOps and predictive intelligence. 

For example: Accenture now has transparency and control across their services, applications, and infrastructure, leading to some incredible results: 

  • A 41% reduction in MTTR via greater visibility and more rapidly identifying problems

  • A 90% reduction in time required to create a ticket

  • A 50% improvement in configuration item accuracy, leading to fewer problems down the road

Delivering more resilient and compelling remote service experiences
An integrated, single platform for ITSM and ITOM allows your team to share data more freely by more intelligently determining an issue’s impact and priority level. An issue can be automatically assigned to the right resolution group using ML-based intelligence.

For example: The IT team at Novant Health can now focus on helping with chat or the service desk. They automated much of the ticketing process, improved self-service, and simplified the resolution process to deliver:

  • A 50% reduction in workload through self-service

  • 30% fewer ticket reassignments

  • 28 hours of redundant support work eliminated per week

Get IT working together in new ways to solve those old problems. 

By leveraging a single platform, such as ServiceNow, you can use automation and predictive intelligence to significantly reduce people-generated incidents (with ITSM) and machine-generated incidents (with ITOM). 

Get the whole story. Regardless whether you’re a current ServiceNow ITSM customer, we recommend this ebook: “Reimagining IT service delivery and operations in unimagined times


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