A recipe for better IT services and happier teams
Updated Aug. 1, 2023
The traditional wall between IT operations and IT services—along with tedious, antiquated processes for resolving IT issues—is harmful to a company’s productivity. It’s also soul-sucking for team members.
These conditions hinder data sharing and collaboration. As a result, teams—including IT service agents, IT operators, and developers—must spend hours on cumbersome tasks rather than focusing on meaningful, strategic, cloud transformation projects that make them look forward to their workdays.
Mixing ingredients leads to better results
When IT operations and IT services are managed in silos, identifying issues and resolving them can take time in multistack, cloud-native, and hybrid environments, slowing the speed of business. Nearly everything becomes a fire drill of manual processes, disjointed efforts, team friction, and downtime for employees and customers.
What if there were a way to avoid all that reactive firefighting? What if you could combine IT services with IT operations on a platform that allows for collaboration to rapidly identify and resolve IT issues? Your team could focus on business and delivering a competitive edge.
ServiceNow Service Operations Workspace brings together workflows to deliver services with 24/7 availability, reliability, and resilience. It provides all the growth functionality teams need to gain visibility into the services and applications running on a hybrid stack. It also enables both services and operations teams to share data instantly, collaborate, and find the right resolution to a problem.
With a unified workspace, teams can visualise service health and relationships based on vast event, metric, log, and trace telemetry. This unique workspace even expedites collaboration by connecting teams to stakeholders and experts who have direct relationships with business services and customer applications.
Organisations are accelerating to the cloud to improve product innovation and help scale business. Traditional monitoring tools aren’t equipped to solve the increasing complexity this brings to the technology stack. The Now Platform helps ensure teams can contend with the complexity and data volume while keeping services resilient.
AI-driven automation provides rich flavour
The secret sauce in this workspace is Predictive AIOps aided by Cloud Observability, both of which actively monitor IT infrastructure and cloud observability data enterprisewide. The products look for warning signs to help teams get ahead of issues before employees or customers are affected.
Service Operations Workspace seamlessly aggregates and correlates historical and real-time insights, such as incidents, problems, changes, events, logs, and traces to help teams predict and resolve service degradations.
Service agents can be alerted based on incident type and severity of impact. They can estimate the workload and save time by automating responses. This can help them streamline their workloads while organising and planning day-to-day services and support.
IT operators can group and relate issue alerts according to the infrastructure of critical business applications with automated service maps that use machine learning. In this way, they can anticipate and address issues before they cause widespread disruption.
When an issue does arise, automated remediation can speed up the time to implement a fix or workaround, helping teams quickly restore services.
Let them eat cake
This modern workspace lets your teams have their cake and eat it too. It gives them the sweet IT services operations experience they deserve and the engaging projects they’re hungry to work on.
Don’t forget the icing. Customers that combine IT services and IT operations have realised up to a 75% reduction in resolution times, a 30% improvement in service agent productivity, and 4,000 hours saved across both teams per month.
Find out more about the benefits of combining IT services and IT operations in our ebook: Silo busting in IT services and operations.