IT Service Management
Summarize
Summary of IT Service Management
The IT Service Management (ITSM) solution by ServiceNow delivers scalable workflows to manage and provide IT services through a unified cloud-based platform. ITSM enhances agent productivity, accelerates issue resolution, and improves user satisfaction by leveraging the ServiceNow AI Platform® which includes AI, machine learning, and automation capabilities. Users can engage with ITSM via mobile or web portals, facilitating digital transformation and streamlined IT service delivery.
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Key Features
- Enhanced Service Experience: Automate routine support requests using virtual agents powered by natural language understanding (NLU), enabling consistent, human-like customer interactions and faster incident categorization and assignment.
- Consolidation of IT Services: Replace multiple tools with a single cloud-based system of action to provide consistent service experiences, optimize resource management, and track performance in real time.
- Improved IT Productivity: Use machine learning and virtual agents to automate routine tasks and provide 24/7 support, allowing IT staff to focus on higher-value activities and reduce manual triage bottlenecks.
- Visibility and Analytics: Gain real-time insights into IT processes and service performance through dashboards and analytics, enabling smarter decisions and identification of automation opportunities using Performance Analytics.
- Mobile Connectivity: Access ITSM functionalities anytime via the ITSM mobile agent for iOS and Android, including task management, push notifications, and request approvals, supporting work on-the-go.
- Data Security with Edge Encryption: Provides direct control over data security by encrypting data between users' browsers and the ServiceNow instance. Implementation requires planning and network setup, with some limitations to consider.
Practical Outcomes for ServiceNow Customers
- Accelerate IT service delivery through automation and AI-driven recommendations.
- Consolidate disparate IT tools into a single platform, improving efficiency and data consistency.
- Enhance user satisfaction with responsive virtual agents and mobile access.
- Increase agent productivity by automating incident handling and routine tasks.
- Obtain comprehensive visibility into IT operations for continuous improvement and proactive management.
- Maintain robust data security with edge encryption tailored to customer network requirements.
Getting Started
ServiceNow customers can set up ITSM modules for a modern IT service experience by accessing the Customer Success Center, exploring ITSM packages suited to their business, and enrolling in ServiceNow training and certification programs. Comprehensive documentation and learning resources covering ITIL, incident management, workforce optimization, and more support effective adoption and management of ITSM.
The IT Service Management (ITSM) solution provides scalable workflows to manage and deliver IT services to your users all through a single cloud-based platform.
The ITSM solution can help increase your agents' productivity, resolve issues quickly, and improve user satisfaction. Also, powered by platform native AI, you can quickly accelerate technology changes and view recommended actions for incoming tickets or requests and drive self-service and automation through enterprise chatbot technology. The ServiceNow AI Platform® also provides users access to ITSM via mobile or web-portal interfaces.
Transform the impact, speed, and delivery of IT services
The ServiceNow AI Platform was built for the cloud and has its own shared data model, AI, and workflow automation that are leveraged by many IT applications. The combination of the ServiceNow platform and applications helps you increase productivity by automatically identifying and resolving issues, which reduces the negative business impacts of unplanned, non-strategic work.
View and download the full infocard for a highlight of ITSM features.
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Enhance the service experience Automate support for common requests with virtual agents powered by natural language understanding (NLU). Engage users with natural, human conversation to provide consistent good customer service experiences. |
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Consolidate IT services Rapidly consolidate existing tools to a single system of action in the cloud. |
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Improve IT productivity Use machine learning algorithms and virtual agents to automate routine tasks and increase the productivity of agents. |
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Gain visibility into processes and services Get full visibility into any process or service with built-in dashboards and analytics providing real-time, actionable information to improve service quality. |
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Provide mobile connectivity Enable employees to find answers and get work done from a modern mobile application. |
Enhance the service experience
Automate routine agent interactions and increase the speed of resolution from the Employee Center portal. With supervised machine learning, you can automate incident categorization and assignment and eliminate bottlenecks created by manual incident triaging. Meet increasing demands without further adding staff and empower existing IT staff to focus on more meaningful work. For more information on the Employee Center portal and the features, see .
Consolidate IT services
Reduce the number of separate tools your company uses to provide a consistent service experience regardless of the issue or the request. Consolidating IT services enables you to better manage and allocate resources and track performance. You can have a single reliable source of information where performance is monitored in real time and data is easy to capture and report.
Improve IT productivity
Accelerate resolution with built-in machine learning. Chatbots provide immediate resolution to common questions. With ITSM Virtual Agent in action, you can have employees with 24*7 support service. Service desk agents can take advantage of machine-learning automation to resolve incidents and recommend resolutions for agents based on similar incidents solved in the past.
Gain visibility into processes and services
Make smarter decisions with real-time analytics across the entire IT value chain. Get new insights into service performance using data trends and forecasts. With Performance Analytics, you can anticipate trends based on current conditions and past performance and identify areas where automation can increase efficiency.
Provide mobile connectivity
Stay connected and access information in real time using the ITSM mobile agent. You can access work assigned to you or your group, receive push notifications, and approve or reject change requests and requested items. The ITSM mobile agent is available on the iOS platform from the Apple App Store or on the Android platform from the Google Play Store.
Edge Encryption for ITSM Virtual Agent within ITSM
Edge encryption provides you with direct control over your data security. Encryption and key management are performed on your intranet between your browser and your ServiceNow instance.
See Understanding Edge Encryption.
Because edge encryption is enabled on a proxy server on your side of the network, there is significant planning, network administration and management, and setup required.
See Planning for Edge Encryption.
To install edge encryption, see Edge Encryption installation.
Get started
- Set up the service management module for a modern ITSM experience. To learn more, see Customer Success Center.
- Learn about the different ITSM packages that work for your business on the ServiceNow Products website.
- Take an ITSM course to manage and deliver services to your users. To sign up, go to ServiceNow training and certification.
- Read the product documentation, beginning with IT Service Management.
Learn
Applications and features
- Machine learning solutions for IT Service Management
- Now Assist for IT Service Management (ITSM)
- Asset Management
- Benchmarks
- Change Management
- Coaching
- Collaboration services
- Continual Improvement Management
- Contract Management
- DevOps Change Velocity
- DevOps Config
- Digital Product Release
- Digital End-User Experience
- Digital Portfolio Management
- Expense Line
- Employee Center
- Incident Management
- Incident Communications Management
- ITSM Virtual Agent
- ITSM Mobile Agent
- ITSM Success Dashboard
- Platform Analytics ITSM Dashboards
- ITSM Predictive Intelligence Workbench
- On-call scheduling
- Proactive Engagement
- Operational Technology Incident Management
- Operational Technology Change Management
- Procurement
- Product Catalog
- Problem Management
- Recommendation Framework
- Release Management
- Request Management
- Service Operations Workspace for ITSM
- Service Portfolio Management
- Service Builder
- Task Outage
- Task Intelligence for ITSM
- Vendor Management Workspace
- Walk-up Experience
- Workforce Optimization for ITSM