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Now's the time
Today, your IT teams need to not only deliver fast and personal services at scale, they also must constantly pivot to meet challenges in an always changing world. Teams need immediate awareness of potential hurdles, and the agility to rapidly adapt and respond to whatever is thrown their way. Powerful, smart tools and information can enable them to quickly maximize performance, efficiency, productivity, and responsiveness. They also require solutions to access to complete and relevant data to solve problems and support strategic decision making. And customers and workers want solutions to help get answers to common questions without bogging down service teams. To keep pace with transformation and succeed at scale, it's an optimal time to empower your IT organization by upgrading to ServiceNow® IT Service Management Professional (ITSM Pro).
ITSM Pro
ServiceNow ITSM offers out-of-the box capabilities that enable IT organizations to provide stellar 24/7 service experiences and support business continuity even in unpredictable situations.
ITSM Professional adds eight applications to the standard ServiceNow ITSM package:
• Predictive Intelligence
• Performance Analytics
• Service Owner Workspace
• Vendor Management Workspace
• DevOps Change
• Dynamic Translation
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Supercharge your IT Service Management (ITSM) with the power of machine learning, chat bots, and analytics Elevate your service experience with ITSM Pro: • Digitize service delivery for greater employee productivity and satisfaction • Accelerate resolution of requests and incidents • Advance operations with analytics and forward-looking predictions
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Harness AI for service excellence
AI can handle data more efficiently than people. Greater volumes of data process faster with fewer errors—and with precise memory to recall data in a single click. It can also spot patterns in complex datasets to contribute to more informed decisions. In the world of ITSM, these capabilities help transform the entire experience for users and service agents. It also frees up teams to focus on more complex activities.
ITSM Pro allows IT teams to quickly and easily take advantage of two key applications that utilize AI:
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Intelligently prioritize and route tasks with Predictive Intelligence
What is it?
ServiceNow Predictive Intelligence incorporates a layer of AI across ServiceNow applications to automate processes, cluster cases to detect patterns and address them collectively, and create resolution recommendations based on information from past incidents. Using machine learning, the system categorizes, routes, prioritizes, and assigns issues with resolution recommendations based on patterns and context. The functionality allows teams to resolve issues faster and reduce time spent on finding solutions for common problems.
When does it help?
Expectations are high for a quality IT experience. Customers demand a quick, seamless process when they submit an IT ticket with consistent service quality and resolution every time. To deliver on this experience, issues need to be correctly assigned, routed, and resolved—in as little time and handoff between team members as is possible. Some teams handle assignments manually or use a semi-automated process based on assignment rules which can deliver on quality at times, but may fall short in replication over the customer lifecycle. Even in the best case scenario, the rules must be created manually and there may be tens or hundreds of assignment groups to manage.
Such processes cause a service team to have a long queue of tickets to triage before they can even start to fix user issues. As volumes increase, it gets more difficult for them to see meaningful patterns, research past solutions to quickly find the best approach and pick the right assignment groups for resolution. Incorrect assignments result in re-routing and resolution delays, which leaves the customer with a fractured, frustrating experience. Before long, response times increase and the backlog creeps up even further.
How does it work?
Predictive Intelligence uses advanced machine learning to automatically categorize, route, and assign IT tickets, as well as surface resolution recommendations for expedited service. When a user raises a ticket, the algorithm scans the description text and assigns it to the most relevant category and then alerts agents to potential resolutions based on past experience data. Values are set automatically without human intervention, which speeds up the whole process and helps reduce long ticket queues.
Predictive Intelligence can also group similar records into clusters—use this to identify patterns across multiple cases, surface larger—scope critical incidents, automate certain resolutions, or just save time by addressing multiple tickets at once.
And it’s not just smart—it’s teachable. At the heart of Predictive Intelligence is a predictive model that can be trained based on past experience. If the algorithm assigns a ticket to the wrong category and this is corrected by a human, the model learns from the mistake and changes future actions. | . |
Ready out of the box. No data scientist needed Improve incident response times
Speed incident resolution
Lower error rates
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ITSM grow to pro 072021
