3 ways automation can improve ITSM and customer service

  • ServiceNow Blog
  • Solutions
  • AI and Automation
  • 2022
February 10, 2022

Improving ITSM and customer service with automation: A person holds a smartphone.

IT service management (ITSM)—the management and support of IT services—is vital for good customer service. It encompasses problem management, incident management, change and release management, and service-level management. Because it’s an integral part of customer service, it’s important to keep it optimized and streamlined. Here are three ways automation can help with those efforts:

1. Enhance service experiences

Enabling collaboration between your IT services and IT operations teams can add value to your organization and decrease costs. That’s what a single cloud platform offers—plus up to 30% increased productivity.

Watch our Automate and Optimize Technology Service Operations webinar to get more details. ServiceNow Senior VP of Product and Service Management Matt Schvimmer will provide insights from customer use cases, as well as how to get started.

2. Accomplish more—fast

Automating routine tasks can save employees time and free them to focus on the work that matters most. Taking that automation a step further through machine learning offers even greater benefits.

ServiceNow Predictive Intelligence simplifies work by using machine learning to automatically:

  • Classify tasks, incidents, and cases

  • Suggest tasks and content to help resolve issues fast

  • Identify and triage critical incidents

In our Ask the Expert: Predictive Intelligence webinar, two ServiceNow Predictive Intelligence experts address common questions about automation and machine learning.

3. Boost self-service

An AI-powered chatbot can be employed to answer common customer questions, serve content, collect user data, and provide support. ServiceNow Virtual Agent uses natural language understanding (NLU) to carry our conversations with customers and to aid in self-service, such as password resets and system status updates.

Join our Jump-start Your Digital Transformation Using an AI-powered Virtual Agent webinar to find out how Virtual Agent can deliver instant return on your investment. ServiceNow VP of Emerging Technologies Rajeev Sethi will detail how an AI-powered chatbot can accelerate digital transformation.

Get more insight about AI-powered chatbots in our Ask the Expert: Virtual Agent webinar. The principal product manager and senior product marketing manager will address questions about Virtual Agent and explain how it can help support your business.

© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Topics

  • Digitalization: 2 co-workers look at a laptop on a table
    AI and Automation
    4 ways to embrace digitalization and reap the benefits
    Digitalization is a strategic business objective that can have a significant impact on all areas of business. Discover four ways to benefit from it.
  • Total experience companies outperform: prism refraction with an arrow pointing to the right
    Employee Experience
    Survey says: Total experience-focused companies outperform
    Organizations are aligning employee experience and customer experience to create a positive total experience. See findings from the latest research.
  • 4 ServiceNow employees who worked on support case creation and auto-agent workflows
    Now on Now
    Streamlining support case creation and administration
    When customer feedback revealed areas ripe for improvement, ServiceNow employees listened and upgraded two support workflows: case creation and auto-agent.

Trends & Research

  • Total experience companies outperform: prism refraction with an arrow pointing to the right
    Employee Experience
    Survey says: Total experience-focused companies outperform
  • Customer service: smiling businessman on phone walking outdoors
    Customer Experience
    Survey: 3 tips to deliver world-class customer service
  • Enterprise SRE (site reliability engineering): where service reliability and business agility meet
    Application Development
    Service quality and the rising need for enterprise SRE

Year