What is ITSM?

ITSM is short for IT service management. ITSM is the planning, delivery, and support of IT services via a mix of people, processes, and technology.

Why is ITSM important?

Because IT service management (ITSM) is a collection of policies and processes for the management and support of IT services—throughout their entire lifecycle—ITSM helps improve an enterprise’s efficiency and increase employee productivity.

ITSM is a framework for using a process approach toward management. It focuses on customer needs and IT services for customers rather than on IT systems. And ITSM stresses continual improvement.

What are some examples of ITSM services?

A common example of ITSM services in action is an IT service desk or help desk. Using a virtual agent (a.k.a. chatbot), an online help desk can answer questions about common topics. For example:

  • “Why is the network slow?”
  • “How do I connect to a VPN remotely?”
  • “How can I get a new laptop?” 

Additional examples of ITSM services, include:

  • Predictive intelligence, which uses machine learning to respond to requests
  • Performance analytics to create data visualizations, anticipate trends, prioritize resources, and improve performance
  • Incident management and problem management to restore services quickly after an unplanned interruption or a major incident
  • Asset management to get a complete, connected view of all assets

What framework are ITSM systems based on?

Typically, IT service management systems are based on ITIL (a registered trademark of AXELOS Limited). IT organizations use this integrated, process-based framework to track, deliver, and manage technical services for an enterprise. 

Incident, problem, and change management are the most commonly adopted ITIL practices. Self-service and a service catalog are also frequently implemented.

High-performing ITSM services mapped to ITIL processes help keep employees happy and productive, while ensuring that IT infrastructure is aligned to the needs of the business.

Does ServiceNow have an ITSM solution that aligns with ITIL?

ServiceNow® IT Service Management aligns with ITIL standards to manage access and availability of services, fulfill service requests, and streamline service continuity.

ServiceNow delivers these standards through a unified IT cloud platform and automated ITSM services, which produce our market-leading, enterprise-level solutions. 

How can ServiceNow IT Service Management become a strategic investment?

With ServiceNow IT Service Management, you can consolidate your IT tools into our single data model to transform the service experience, automate workflows, gain real-time visibility, and improve IT productivity. And it enables you to switch your operational IT costs to strategic investments.

ServiceNow IT Service Management accelerates your digital transformation and elevates your user experience with machine learning and AI-powered chatbots. It also improves your IT productivity with structured machine learning that automates routine tasks.

What are some key ServiceNow IT Service Management features?

  • Incident management for managing and tracking incidents (a disruption to normal operations), as well as service requests for new services, software, or hardware. Our incident-management application manages the entire incident-management process to restore service to customers as quickly as possible.

    The ability to prioritize incidents and service requests according to business impact allows staff to focus their efforts where they matter most.

  • Problem management for managing problem investigations from detection to eradication, through the ITIL subprocesses of problem control, error control, and proactive problem analysis. Problem-management processes remove defects from the IT infrastructure, eliminate recurring incidents, and stabilize the environment.

  • Change and release management for tracking scheduled and planned infrastructure changes. This includes process management and planning capabilities that help increase the speed and consistency of how changes are implemented while minimizing risk and errors.

    This application includes a built-in approval process for change and release management. The change module is completely integrated with incident, problem, and service-level management applications.

  • Service-level management for tracking service-level commitments with customers and from vendors, so management can pinpoint weaknesses and take corrective action. 

What are some of the advantages that come with deploying ServiceNow ITSM?

  • Integration - ITSM helps you standardize your IT procedures across departments and divisions. 

  • Higher efficiency - ITSM software helps IT professionals better manage workflows, efficiently search data and reports, and track incidents. 

  • Visualization - If you want to know what your workflow process looks like, you don't need to scribble it out—ITSM software can do that for you. 

  • Reduced costs - Perhaps most importantly, ITSM software can help your business reduce costs. Save time and money through efficient service delivery and reviewing your workflow to discover process improvements.

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