Your ITSM should have purpose-built workspaces

  • ServiceNow Blog
  • IT Management
  • Solutions
  • 2020
June 25, 2020

 use ITSM for purpose built workplaces

Look around your desk, and you probably see a variety of tools that make you more productive — an ergonomic chair, a mug of coffee or tea, a notepad, or a charger. As individuals, we put great thought into making our personal space productive, a habit that many organizations have yet to fully replicate in their digital workspaces.

ServiceNow launched its ITSM Professional package with a focus on giving IT service teams the tools and information they need to be successful, efficient, and productive.

In the past, service owners had to mine various sources of data to gather detailed information about their service portfolio. Sourcing information from many locations makes quantifying service value and performance difficult. For organizations that use multiple services, metrics, such as those that show customer satisfaction with specific services or estimated spend, become exponentially more complicated.

“Most companies use multiple tools to keep track of their performance data, and that is not scalable” said Archana Penukonda, senior product marketing manager at ServiceNow. “The data problem is not always dependent on technology. Combining technology and better processes can go a long way toward having end-to-end visibility.”

In our digitally transformed world, enterprises need to provide exceptional service at speed, innovate at scale, and be ever ready to pivot to new business challenges. They require an efficient and unified view of IT services to optimize and drive greater value to the business—regardless of who is providing the service. They need to have workspaces that offer a unified display of all relevant information. This eliminates lapses when digging for details and allows for more time to be spent making strategic decisions.

With those needs in mind, ServiceNow introduced purpose-built workplaces to help you report on the performance and value of services.
 

virtual private networking shows service performance, total subscribers and service offerings

Service Owner Workspace

Providing a unified view of all data related to your service portfolio, the Service Owner Workspace consolidates information on the services you own. You can monitor performance, SLAs, availability, and customer satisfaction, helping you track and analyze how services are performing. It’s also customizable. Organizations can use out-of-the-box metric definitions or create new ones tailored to their environment to help improve service quality, restore services fast, and manage service costs.
 
Example of the vendor profile view included in the Vendor Manager Workspace in ITSM Professional.


Vendor Manager Workspace
Are you getting value out of your vendor relationships? Can you measure it? Our Vendor Manager Workspace provides a single destination to optimize vendor services by closely tracking metrics and monitoring performance. It consolidates information about service offerings, contracts, vendor improvement initiatives, SLA definitions, and risk management with metric models tailored to your organization’s specific requirements. If your third-party metrics are consistent, it unlocks a new level of transparency, fostering high performance relationships that drive value for the business.

Interested in shuffling your desktop around? Purpose-built workspaces come standard with our ITSM Pro package. Learn more about workspaces and all the other solutions that will help you create more value for your service teams.

 

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