While it has long been a focus for businesses across essentially every industry, digital transformation has taken on new significance in the wake of the COVID-19 pandemic. The abrupt shift to socially-distant and remote-work environments creates a need for more powerful automation capabilities able to support the ‘new normal’. Simply put, the success or failure of today’s businesses depends on how effectively they are able to embrace digital transformation.
Effective IT service management supports this transformation, not merely in terms of improved ticketing, but through advanced incident management, change and release management, problem management and more. Built on the Now Platform, ServiceNow ITSM uses intelligent automation and a single, silo-breaking data source across your entire organisation.
Additionally, AI applications in ServiceNow ITSM are creating opportunities for automation and intelligent self-service for employees. AI chat bots that utilise machine learning and natural language processing (NLP) technologies interact with end users while automating the delivery of service requests. AI analytics place network events, patterns and trends under a microscope, feeding insights directly to IT support teams and other relevant departments. Incident routing, patch management and software deployment are all applications where AI also plays a major role.
Together, these innovations are increasing productivity, improving the employee experience and redefining what ticketing systems mean for businesses. And ServiceNow is at the forefront. The end result is a better, more personalised user experience, improved IT productivity, increased analytical insights and a clearer focus on vital business objectives.
ServiceNow ITSM does ticketing right. And then it does so much more. Take your ticketing solutions further, and see just how digital transformation can lead your business into a brighter digital future.