A recipe for better IT services and happier teams

  • IT Management
  • Solutions
  • 2022
  • Matt Gowarty
December 01, 2022

Better IT services: woman in a kitchen smiling at a laptop in her hands

The traditional wall between IT operations and IT services—along with tedious, antiquated processes for resolving IT issues—is harmful to a company’s productivity. It’s also soul-sucking for team members.

Those conditions hinder data sharing and collaboration. As a result, IT staffers must spend hours on cumbersome tasks rather than focusing on meaningful, strategic projects that make them look forward to their workdays.

Mixing ingredients leads to better results

When IT operations and IT services are managed in silos, remediating issues can be slower than the speed of business. Nearly everything becomes a fire drill of manual processes, disjointed efforts, team friction, and downtime for employees and customers.

What if there were a way to avoid all that reactive firefighting? What if you could combine IT services with IT operations in a workspace that allows for collaboration to rapidly resolve IT issues? Your team could get back to concentrating on work that drives business growth.

ServiceNow Service Operations Workspace brings together workflows for both IT services and IT operations. It provides all the functionality these teams need to manage tasks specific to their roles. It also enables both teams to share data and resolution options via a common interface.

This unique workspace even expedites collaboration by connecting teams to stakeholders and experts who have direct relationships with business services.

 

AI-driven automation provides rich flavor

The secret sauce in this workspace is Predictive AIOps, which actively monitors IT infrastructure enterprisewide. It looks for warning signs to help your teams get ahead of issues before employees or customers are affected.

With a common look and feel for both IT service agents and IT operators, this unified workspace seamlessly displays incidents, problems, changes, alerts, and logs to help teams predict and resolve service degradations.

Service agents can view operations issues by incident type and severity of impact. They can estimate the workload and save time by automating responses. This can help them organize and plan day-to-day services and support.

IT operators can group and relate issue alerts, events, and logs according to the infrastructure of critical business applications with automated service maps that use machine learning. In this way, they can anticipate and address issues before they cause widespread disruption.

When an issue does arise, automated remediation can speed up the time to implement a fix or workaround, helping teams quickly restore services.

Let them eat cake

This modern workspace lets your teams have their cake and eat it too. It gives them the sweet IT services operations experience they deserve and the engaging projects they’re hungry to work on.

Don’t forget the icing. Customers that combine IT services and IT operations have realized up to a 75% reduction in resolution times, a 30% improvement in service agent productivity, and 4,000 hours saved across both teams per month.

Find out more about the benefits of combining IT services and IT operations in our ebook: Silo busting in IT services and operations.

© 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

  • 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.
  • Engaging employee experience: woman in a hijab smiling at a laptop
    Employee Experience
    4 steps to an engaging employee experience
    Helping workers fulfill their purpose can increase employee satisfaction and decrease turnover. Learn four steps to create an engaging employee experience.
  • Hybrid work environment: person sitting in front of a laptop on a video call
    Employee Experience
    4 steps to optimize a hybrid work environment
    Hybrid work combines the collaborative atmosphere offices provide with the perks of working remotely. Explore four ways to manage a hybrid work environment.

Trends & Research

  • Total experience companies outperform: prism refraction with an arrow pointing to the right
    Employee Experience
    Survey says: Total experience-focused companies outperform
  • Forrester Wave Leader 2022: Value Stream Management
    IT Management
    Forrester: ServiceNow is a Leader in value stream management solutions
  • Gartner Magic Quadrant Enterprise Low-Code Application Platforms
    Application Development
    A Magic Quadrant™ Leader in Low-Code Application Platforms for third year

Year