Race to Automation with the right ITSM

  • ServiceNow Blog
  • IT Management
  • Solutions
  • 2021
January 19, 2021

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At ServiceNow, ITSM is like a favorite sports car we’ve tuned and optimized over the years into a precision machine that can keep pace with the speed of technological and business innovation. But to keep ITSM operating at its full potential requires constant maintenance, modifications, and grit.

More recently, we’ve realized that ensuring continued ITSM performance requires automation and developing enterprise solution connections.


Automating routine maintenance

As we considered where to begin the ITSM automation journey, we focused on tasks that can yield real benefits for routine, back-end IT service management processes. 

Everyone loves the glitz and glamour of a finely tuned front end, and ServiceNow does a great job delivering exceptional front-end experiences for customers through products such as Virtual Agent , Now Mobile , and Service Portal . But the work to ensure those parts work smoothly in the back end is often less stylish, and a lot of companies are still using manual processes. 

Manually keying in the back end of a common request, such as a password reset, requires service delivery teams to spend time completing mundane, repetitive tasks instead of investing in more interesting, higher-value work that would deliver a more satisfying experience to the customer.


Specialized tools for your engine

ServiceNow IntegrationHub and ServiceNow Flow Designer are exceptional tools that allow teams to fix, modify, and build precisely what an organization needs from ITSM. Created to enable IT to eliminate the need for manual intervention and drive end-to-end automation, IntegrationHub and Flow Designer are accessible for team members of all skill levels.

Add in the powerful Now Platform and you have a foundation in which everyone from professional developers to part-time mechanics can work as a team to deliver workflow apps quickly. Paired with IntegrationHub and Flow Designer, your ITSM team can create custom, end-to-end automation that far outperforms out-of-the-box tools. Such flexibility allows you to create the right experiences and a better work process, with one platform, architecture, and data model. 

To learn more about how IntegrationHub and Flow Designer can boost your team’s performance, check out our ebook, “ITSM: Beyond Out of the Box.” 

 

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