Service Operations on a page: How to sequence your ITOM and ITSM Transformation

[Chris Shakespea]

Many of our customers ask us where to start their ITSM and ITOM Transformation and how to realize increasing value as they progress along it. 

To guide customers along that journey, we’ve created a one-page recommended implementation sequence for our Service Operations products. Service Operations brings together ITSM and ITOM to increase IT productivity, predict and prevent issues, and deliver compelling service experiences. 

The implementation sequence is laid out as a single view for ITSM/ITOM transformation in 5 stages :

• Foundation: ITSM processes are implemented, supported by ITOM, using out-of-box lean and simple processes. The organization establishes the right data structure in the CMDB.
• Crawl: Your services become more accessible to your end-users and your organization becomes more proactive in reducing recurring issues. Self-service and automation combine to provide enhanced employee experiences.
• Walk: AI further builds an exceptional user experience through Virtual Agent (Chatbots). Service management processes expand to provide a single unified approach to managing a portfolio of services.
• Run: AIOps become ingrained in your organization, automatically responding to and remediating issues. Your IT operations become significantly quicker and more accurate in responding to issues.
• Fly: Advanced capabilities such as process optimization help improve process efficiency and effectiveness. Workforce optimization and coaching support optimizes schedules, work, and skills assignments. 

We know every customer is different and desired outcomes can change but this is our recommended starting point if you’re aiming to maximize the value of ServiceNow. Use this as a reference and an aid to drive planning conversations on how to progress your organization through Service Operations implementation. 

For a library of Recommended Implementation Sequences see Now Create