ServiceNow ITSM Overview

ServiceNow ITSM overviewFuture proof your digital innovation with our modern, cloud-based, silo-busting ITSM solutionImproved employee and customer experiences are essential for successful digital transformation. However, using siloed IT tools foryour digital transformation creates information silos. With disparate data, processes and excessive amounts of time and moneyspent on firefighting, you’re left with limited resources to create delightful employee experiences.ServiceNow IT Service Management (ITSM) is a modern, cloud-based, silo-busting service management solution. With ServiceNowITSM, you can consolidate on-premises legacy tools to a single cloud platform and stop wasting your money and harness shared dataand analytics with automated workflows on the Now Platform in the Nonstop cloud. Platform-native AI and machine learning alongwith natural language virtual agent chatbots unburden your IT staff and boost productivity 20%. ServiceNow ITSM lets you: Empower employees to self-solve issues 24/7, raise questions, and get relevant, accurate, and consistent information to improveemployee satisfaction by 25 points1. Make smarter decisions, automate 20%1 of your services, and continually improve your services in role-based workspaces. Triage, collaborate, and enable agents to resolve incidents, find answers, and stay connected from anywhere to resolve highimpact incidents and improve agent efficiency by 66%1.Advantages of ServiceNow across the enterpriseDeliver resilient ITservices on a singleITSM cloud platformBoost IT agentproductivity with fasterplatform-native AIresolutionsServe employeesanywhere withalways-on IT servicesServiceNow ITSM customer successesDon’t just take our word for it—see how companies like yours use our IT Service Management to elevate their IT services. Reduced the numberof incidents by 50% Reduced MTTR(resolution time) by 80% Reduced high impactincidents by 93% Shortened time torestore service by 6X Saved 1,200 hoursannually with automation Improved employeesatisfaction by 2XCheck out our ITSM customer success stories (filter by industry, geography, or solution).1. Source: Forrester, ”The Total Economic Impact of ServiceNow”—A commissioned study conducted by Forrester Consulting on behalf of ServiceNow June 2019

Deliver resilient IT services on a single ITSM cloud platformStop wasting your money with legacy on-premises IT tools andconsolidate to a single system of engagement.Incident ManagementAutomatically assign incidentsto the correct resolution groupwith Incident Management’smachine learning. Bringtogether stakeholders toinvestigate issues and restoreservices swiftly with the MajorIncident Management portal.Change ManagementImprove velocity of work whileminimizing risks and costs ofunplanned changes. Automatestandard changes with DevOpscapabilities and for complexchanges, automate changeadvisory board meetings withCAB Workbench to acceleratechange management.Problem ManagementRestore services quickly andoften prevent issues fromhappening in the first placewith Problem Management.Structured workflows diagnoseroot causes and fix problemsto eliminate recurringincidents and minimize theimpact of unexpecteddisruptions.Configuration Management(CMDB)Consolidate IT data silos into asingle system of record to letIT see the functioning of allassets and related services.See the relationships ofconfiguration items (CIs) andservices to proactively managethe change impacts.Harness shared data and analytics with automated workflows on theNow Platform within the Nonstop Cloud .Performance AnalyticsEnable stakeholders—workers,owners, and executives—responsible for service deliveryto make smarter, real-timedecisions with PerformanceAnalytics. Use datavisualizations to anticipatetrends, prioritize resources,and drive IT alignment withbusiness goals.Continual ImprovementManagementCollaborate and prioritizedata, people, and businessgoals to manage yourstrategic IT roadmapinvestments with thestructured framework andworkflow of ContinualImprovement Management(CIM).Service Portfolio WorkspaceTrack and analyze serviceperformance using data from ahost of ServiceNow and thirdparty applications in aconsolidated view. Proactivelysolve service issues, lowercosts, and deliver great serviceexperiences with ServicePortfolio Workspace.Vendor Manager WorkspaceTrack and analyze vendorperformance from a singledestination with VendorManager Workspace. Getconsolidated insights to makesmarter decisions thatmaximize value for yourorganization.2

Boost IT agent productivity with faster platform-native AIresolutionsUnburden your IT staff with natural language virtual agents and AgentWorkspace to boost productivity 20%1 or more.Virtual AgentResolve repetitive ITservice tasks and requestsnearly instantly via VirtualAgent—an automated,conversational chatbot.Give employees 24/7 selfservice and free IT staff towork on more meaningfultasks for greater teamscalability and smarterresource spend.Agent WorkspaceSolve issues faster withAgent Workspace andincrease employeesatisfaction. Service deskagents get a single paneview command center withfull issue context andrelevant AI-poweredrecommendations toefficiently resolve issuesquickly.Identify, track, resolve high-impact incidents and improve agent efficiencyby 66%.Predictive IntelligenceAutomatically categorize androute issues to the correctresolution team with machinelearning, while empoweringtechnicians with AI-assistedanswers for faster resolutions.Predictive Intelligence’srecommendations becomeincreasingly accurate overtime.Service Level ManagementSet business expectations andgain visibility into your ITteam’s service commitmentsand performance with ServiceLevel Management. Prioritizetasks, check statuses, reassignownership, escalate issues,and manage SLAs with thevisual SLA Timeline.Triage, collaborate, and enable agents to resolve incidents, find answers,and stay connected from anywhere.Mobile AgentUnchain IT service agents fromtheir desks to let them movework forward through anymobile device of theirchoosing. Agents updaterecords, collaborate withcoworkers, and reassign tasksas needed with simple swipesand gestures.1. Source: Forrester, ”The Total Economic Impact of ServiceNow”—A commissioned study conducted by Forrester Consulting on behalf of ServiceNow June 20193

Serve employees anywhere with always-on IT servicesEmpower employees to self-solve issues 24/7, raise questions, and getrelevant, accurate, and consistent information in a single place.Request ManagementGive employees a modern,omni-channel way tointeract 24/7 with IT andother shared servicesgroups using any device toenable self-help,collaboration, requestitems or services, and getautomated status updatesto ensure expectations aremet.Knowledge ManagementShare, manage, and useknowledge from across theorganization and make itreadily available for shared orprivate use by IT andemployees. Increase employeeself-service and boost agentproductivity with contextualknowledge, driven by machinelearning.Give employees fast self-help while on the go or from Amazon Connect,Slack, Facebook Workplace, and Microsoft Teams messaging.Now MobileRemove the friction of gettingwork done with Now Mobile,find answers and completetasks across IT, HR, facilities,finance, legal, and otherdepartments—all from amobile app powered by theNow Platform . Finally, worklife can be as great as real life.Embedded ExperiencesEmployees can makerequests and checkfulfillment status in AmazonConnect, Slack, FacebookWorkplace and MicrosoftTeams messagingcollaboration tools.Serve employees 1:1 and improve your employee satisfaction by 251points with “genius bar” IT service.Walk-up ExperienceStreamline face-to-face ITsupport requests with Walk-upExperience’s online check-in,real-time queue estimates,and automated notificationshelp employees manage theirtime, while improving theservice experience.1. Source: Forrester, ”The Total Economic Impact of ServiceNow”—A commissioned study conducted by Forrester Consulting on behalf of ServiceNow June 20194

Make smarter decisions and continually optimize yourservices and workforceMaximize your staff productivity while optimizing your processesProcess OptimizationGain greater visibility onprocesses that impact business.Gather insights on bottlenecksthrough representing processflows visually.Workforce OptimizationMaximize your most valuableresource – your teams. Manageteams effectively with visibilityinto performance and maximizeoutput using a 360-view of agentwork, schedule, skills andtraining.And there’s more dynamic translation, peer benchmarks, assetmanagement and dashboards to improve your service deliveryDynamic TranslationUse Dynamic Translation toremove language barriers indelivering services to youremployees. Scale support staffby enabling them to view andrespond to foreign languagequeries in their own nativelanguage.Asset ManagementAvoid unnecessary assetpurchases, cut softwarelicensing and support costs bytracking the financial,contractual, and inventory ofhardware and virtual assetsfrom purchase throughdisposal with AssetManagement.BenchmarksCompare the performance ofyour services to the industryaverages of your peers.Benchmarks has the industry’slargest anonymized customerdata set with the most up-todate benchmarks allowing youto continually optimize yourservices.Reports and DashboardsCombine the power of theNow Platform with a singledata model to generate anddistribute real-timeinformation on demand.Choose from predefined orcustomized reports and createeye-catching, role-baseddashboards in a flash.5

Continuing learningCustomer Success CenterCustomer Success Center (CSC) is the one place to find the most insightful tools, content, and resources to support your objectivesand get to your desired outcomes faster. CSC’s resources were created by ServiceNow experts and show you: How to overcome common obstacles in your ServiceNow journeyProven activities to accelerate and increase the value you get from ServiceNowAccess to the Success Navigator, Value Calculators, and best practicesServiceNow Global ServicesServiceNow Global Services is comprised of both ServiceNow Professional Services and ServiceNow Education Services. This isthe “secret sauce” that drives business transformation and allows you to thrive and achieve your business goals.Visit ServiceNow ITSM product page to learn more.Visit Modernize and Automate IT page to learnhow to digitally transform your organization. 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks ofServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are .com6

ServiceNow IT Service Management (ITSM) is a modern, cloud-based, silo-busting service management solution. With ServiceNow ITSM, you can consolidate on-premises legacy tools to a single cloud platform and stop wasting your money and harness shared data and analytics with autom