A recipe for better IT services and happier teams

  • IT Management
  • Solutions
  • 2023
  • Matt Gowarty
17 January 2023

Better IT services: woman in a kitchen smiling at a laptop in her hands

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.

Those conditions hinder data sharing and collaboration. As a result, IT staffers must spend hours on cumbersome tasks rather than focusing on meaningful, strategic 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, remediating issues can be slower than 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 in a workspace that allows for collaboration to rapidly resolve IT issues? Your team could get back to concentrating on work that drives business growth.

ServiceNow Service Operations Workspace brings together workflows for both IT services and IT operations. It provides all the functionality these teams need to manage tasks specific to their roles. It also enables both teams to share data and resolution options via a common interface.

This unique workspace even expedites collaboration by connecting teams to stakeholders and experts who have direct relationships with business services.

AI-driven automation provides rich flavour

The secret sauce in this workspace is Predictive AIOps, which actively monitors IT infrastructure enterprisewide. It looks for warning signs to help your teams get ahead of issues before employees or customers are affected.

With a common look and feel for both IT service agents and IT operators, this unified workspace seamlessly displays incidents, problems, changes, alerts, and logs to help teams predict and resolve service degradations.

Service agents can view operations issues by incident type and severity of impact. They can estimate the workload and save time by automating responses. This can help them organise and plan day-to-day services and support.

IT operators can group and relate issue alerts, events, and logs 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.

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