ITSM Standard Welcome Guide

[ServiceNow]

Welcome to ServiceNow® IT Service Management Are you ready to start your ITSM implementation journey? This guide gives you valuable information you can share with your team, including proven guidance and links to key resources—all designed to set you on the path to success. While this guide is primarily designed for ServiceNow platform owners, it also contains useful information if you have a different role in your organization. Let’s get started!
Guide Overview Here’s an overview of the topics we will cover in the guide: Familiarize yourself with ITSM and the ServiceNow Platform Identify desired business outcomes Chart your implementation path Work with ServiceNow experts Choose self-implementation Prepare for organization change Bookmark resources Start by familiarizing yourself with ITSM  ITSM comes with more than 15 applications that let you transform how you deliver IT services. But don’t worry! You don’t have to implement everything at once. Here are the key ITSM application to focus on first: Service Operations Workspace: A unified and seamless experience when operating, managing and optimizing IT services. In SOW you can manage incidents, changes, requests, problems and more! Read the SOW Adoption Playbook to get started. (product page) (product documentation) Incident Management: Ensure employees can easily contact support to report, track, and fix issues. (product page) (product documentation) Change Management: Simplify, automate, and accelerate complex change processes while minimizing risk. (product page) (product documentation) Request Management: Make it easy for employees to request products, services, and answers—anytime and on any device. (product page) (product documentation) Problem Management: Identify the cause of errors in the IT infrastructure that are reported as occurrences of related incidents. (product page)(product documentation ) Digital Portfolio Management: Allow service and application owners to manage services and applications through the full lifecycle via a single, unified workspace, pulling in data from across the ServiceNow platform. (product page) (product documentation) Familiarize yourself with ServiceNow Platform Applications that work with ITSM Knowledge Management (platform application): Empower employees and increase business efficiency with easy knowledge sharing and collaboration. (product page) (product documentation) Employee Center: Allow managers and employees to request services from anywhere with a unified portal. Keep everyone engaged, productive, and informed. (product page) (product documentation) This IT Service Management Fundamentals on-demand course will also help you to understand some of the key ITSM applications and how they work. If you are new to ServiceNow, we also strongly recommend that you take this very short Welcome to ServiceNow course to learn the platform basics. If you want a deeper dive into using the Now Platform, a longer ServiceNow Administration Fundamentals course is also available. Identify your desired business outcomes Before you start to implement ITSM, it’s critical to have a clear vision of what you want to accomplish. ITSM allows you to deliver many positive business outcomes, and you can achieve all this over time. However, by deciding which outcomes are most important for your organization and agreeing on them with your stakeholders, you can set clear expectations and tailor your initial implementation to realize these goals. This ITSM Objectives and Outcomes document identifies key ITSM business outcomes based on ServiceNow’s experience working with thousands of ITSM customers, and  provides suggested key performance indicators (KPIs) that you can use to set improvement targets and measure success.	ITSM Standard applications: Asset Management Change Management Coaching Digital Portfolio Management Incident Management Problem Management Request Management Service Level Management Service Operations Workspace Walk-Up Experience ITSM Pro also includes: Continual Improvement Management DevOps Change Velocity Digital Product Release Platform Analytics & Dashboards Predictive Intelligence Virtual Agent ITSM Enterprise also includes: Process Mining Workforce Optimization ITSM Plus for Pro and Enterprise also includes:  Now Assist for ITSM Supporting Platform applications: AI Search Benchmarks Chat Configuration Management Database Common Service Data Model Dynamic Translation  Employee Center Knowledge Management Mobile Agent Now Mobile Reports and Dashboards Service Catalog Surveys and Assessments
Chart a path to implementation  Work with ServiceNow experts If you have chosen to work with a ServiceNow partner or ServiceNow Expert Services for your implementation, it’s important to clearly communicate the business outcomes you want to achieve and agree on a well-structured roadmap to attain these goals. If you need guidance on successfully engaging with an implementation partner, this workbook is an excellent starting point. To accelerate time to value and reduce risk, make sure that your partner uses Now Create, ServiceNow’s library of more than 700 leading implementation practices. We also recommend you use Now Create if you are self-implementing, as it provides a wealth of assets designed to guide you to success. If you want to work with a partner but haven’t selected one yet, check out our Partner Finder or talk to your ServiceNow account representative about ServiceNow Expert Services.  We can also work with your chosen partner to infuse our expertise into your implementation through our ServiceNow Co-Delivery service offering. For those of you who have purchased ServiceNow Impact services you will have ServiceNow experts and resources at your fingertips to help you through your implementation of ITSM and achieving your goals.  If you do not have a ServiceNow Impact package, consider how having dedicated resources, discounted training, and jumpstart services can help you get the most out of your ServiceNow investment. Read more here.
Self-implementation Build your team’s skills If you are planning to self-implement, you need to give your platform team the skills they need to succeed. The best way of doing this is to complete recommended trainings and become a certified ServiceNow professional. We offer several certification paths for different roles on your team. Check out the links below: Recommended Trainings ITSM Implementation certification ServiceNow Administrator certification Application Developer certification Make your implementation smooth and easy For a comprehensive implementation process framework that is proven to scale to the largest, most complex global deployments, check out our Success Packs on Now Create. Success Packs tailor our core Now Create methodology consisting of more than 700 leading practices to deliver business outcomes aligned with specific product sets. There are several Success Packs for ITSM, including the following: Modernize IT Service Management supports a modern comprehensive ITIL-based ITSM platform to replace legacy tools. Operate IT as a Service: supports running IT as a service, increasing visibility across the service portfolio to manage the performance and investment of services, manage vendors, and drive continual service improvement based on industry-leading benchmarks. Join the ITSM community Visit the ITSM community page. You’ll find best practices and other useful resources for ITSM implementation, and it’s also the forum to talk to ServiceNow experts, get your questions answered, and connect with other community members. Understand ServiceNow releases and upgrades If you’re not already on the latest ServiceNow release, we strongly recommend that you upgrade before you go live. By upgrading, you get new ServiceNow innovations into the hands of your users faster, gain access to the latest performance and security enhancements, and ensure that support is there when you need it. To make your upgrade smooth and successful, check out these upgrade resources.	Pro Tip  Stick to out-of-the-box ServiceNow functionality wherever possible. The process guides below provide detailed descriptions of “as designed” ServiceNow functionality for key ITSM capabilities. Incident Management Problem Management Change and Release Management Request Management
Prepare for organizational change To successfully deploy ITSM, you need your business to understand and use ITSM and recognize its benefits. To do this, you need to communicate what’s changing and why to both your end users and service desk agents. You also need to ensure that your agents are trained on ServiceNow ITSM. This webpage provides detailed guidance on how to plan for organizational change. If you need help creating a winning communications plan, this communications plan template also provides useful advice. The following courses are a great starting point for training your agents and other ITSM process users: (Some require NowLearning login to access.) Welcome to ServiceNow ServiceNow Administration Fundamentals IT Service Management Fundamentals IT Service Management Implementation Service Operations Workspace Bootcamp
	Bookmark   these resources! ServiceNow Customer Success Center -- The CSC is a one-stop shop that gives you instant access to proven methodologies, leading practices, expert insights, and advice. NowSupport -- You can get technical issues resolved quickly by contacting our support team comprised of ServiceNow employees with deep product knowledge and real-world experience.  Read more here on how to use support.