ITSA vs ITSM Pro or ITSM Standard

[kathymorris]

Hi, 

We are on ITSA. Is there any critical reasons why would upgrade to ITSM Pro? My understanding is that there is no difference between ITSA and ITSM Standard. Is this correct?

Predictive Intelligence, Virtual Agent, are possible options we would use... But would be the value? We need to make a decision and I do not see much documentation on this.

Best,

Kathy 

[Tony K]

We're in the same boat. It really comes down to are you actually going to implement those addons that differentiate between the two options. You can use the website to see the exact differences. You also pick up performance analytics which is a great product to monitor kpi's. Virtual agent can be used with knowledge articles or conversation topics to assist users in solving their own issues without ever having to contact the service desk. Your organization has to be willing to use the products to make it worth it though. I think you need to look at what each product can do and see if your company is willing to use them, otherwise you're just paying for more features that you won't use. 

https://www.servicenow.com/products/itsm.html#getstarted

[Tim Sabau-McKea · Accepted solution]

Hi Kathy,

There are fundamental differences between ITSA and ITSM Standard and it's best to work with your ServiceNow account executive and solution consultants to walk through the migration strategy as you may be using other legacy products that you would get benefit from moving to an updated SKU where we've increased capability only available in new SKUs e.g. our workplace service delivery (legacy = facilities service management) or integrated risk management (legacy = governance, risk and compliance).

As for ITSM Pro vs ITSM Standard, one of the best ways for you as a customer to understand the value you'd get from ITSM Pro is by getting your ServiceNow solution consultant to perform a "clustering analysis" and use intent discovery (if you're on Quebec) to identify automation candidates and VA conversation candidates. This will also (as long as you provide a few key salary metrics) provide you with the cost back to the business of doing this.

Whilst you wait for your account team to get back to you, you can read through this series on the community.

I hope this helps, please let me know if you have any more questions.