How to flatten the ITOM curve

As I sit here writing this blog, I can’t believe how much things have changed. No more chats in the hall or booking a conference room. With this pandemic, everything is virtual. My laptop and mobile are my lifeline. They are the only way I can work.

I know I’m not alone. How many of you are reading this blog at the kitchen table—or, if you’re lucky, in your home office? And I suspect it’s not going to change any time soon. If ever. Changes like this have a funny way of becoming permanent. We miss the personal interaction, but we don’t miss the commute. Also, just think about how much money companies are going to save on office space.

Which brings me to the topic of today’s day’s blog.

With everyone so dependent on IT to keep them connected, it’s putting a huge strain on ITOM (IT operations management). Talk about mission critical. For example, if there’s a VPN issue, literally everyone is affected—not just the road warriors. And the demand for remote services is only going to increase as more of our work moves online.

So, if you run an IT operations team, what are you going to do? It’s a huge challenge. Heroics aren’t enough—although I know we have plenty of heroes out there. It’s not just about dealing with today’s crisis. How do you scale as the number of digital services continues to explode? And how do you do this while keeping costs under control?

Current toolsets and processes just aren’t up to the challenge. To start with, siloed monitoring tools create overwhelming noise, and it’s still a game of swivel chairs. The technology stack is becoming more complex, and it’s evolving at breakneck speed. Human beings just can’t keep up. In addition, many IT operations teams are still stuck managing infrastructure rather than focusing on what matters—the services their business depends on. 

It’s nobody’s fault. Everyone is doing their best, but their software tools are letting them down. Everything is too disconnected, too manual, and too slow.

Something has to change. 

At ServiceNow, we’re working with you to transform IT operations. Together, we’re leveraging the power of AIOps to:

• Predict service issues before they happen, increasing service availability and lowering costs by shifting operations to the left

• Prevent service issues from impacting users, automatically finding the root cause of issues and quickly identifying potential solutions

• Automate workflows across teams, lowering MTTR and increasing productivity

And, with ServiceNow, you get the service context you need, so you focus on what’s important for your business.

Of course, all of this has to be more than pretty words. And it is. With ServiceNow® IT Operations Management (ITOM), IT operations teams have been able to:

• Reduce monitoring noise by 90%

• Predict 35% of incidents before they occur 

• Fix common service issues 10 times faster

• Improve productivity by 44%

And we’ve only just started. We’re continuing to aggressively expand our capabilities, giving you the intelligent platform, you need to flatten the IT operations curve.

One day, this pandemic will be over, but the world will have changed forever. Hopefully that change will be for the better, but whatever it is, we all need to be prepared for the challenge. With ServiceNow ITOM, you’re ready.

Until then, stay safe.

P.S. Don’t forget to check out our latest eBook to learn more about how ServiceNow ITOM can help you to predict, prevent, and automate.

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