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ServiceNow ITSM in Brief
ServiceNow ITSM is designed to streamline IT service workflows and increase IT productivity. The platform is used by diverse mid-sized and large organizations, and it’s best-suited for governmental organizations and businesses in highly regulated industries like finance and pharma.
ServiceNow is a 8-time leader in Gartner’s ITSM Magic Quadrant. Among famous brands using ServiceNow ITSM are Airbus, CERN, Henkel, Al Jazeera, Deloitte. Since 2010, ScienceSoft provides ServiceNow ITSM advisory services to help businesses overcome disruptions in IT processes and optimize IT support costs.
Popular ServiceNow ITSM Use Cases
ServiceNow ITSM Key Functionality
Incident management
Problem management
Change and release management
Request management
Asset management
Knowledge management
Knowledge management
Configuration management
IT service performance analytics
Opportunities You Get with ServiceNow ITSM
Leverage a built-in reporting tool for easy creation of custom reports
Leverage a built-in reporting tool for easy creation of custom reports
Leverage a built-in reporting tool for easy creation of custom reports
Leverage a built-in reporting tool for easy creation of custom reports
Leverage a built-in reporting tool for easy creation of custom reports
Benefits of ServiceNow ITSM
ServiceNow ITSM Packages
ServiceNow ITSM Integrations
To avoid ITSM data silos and streamline IT service workflows, ScienceSoft recommends integrating ServiceNow ITSM with the following corporate systems.
- ServiceNow ITSM + HR software: to accelerate providing employees with relevant physical (e.g., a desk, a computer) and non-physical (e.g., an email account, logins) assets in case of onboarding, promotion, or transfer. ServiceNow ITSM tasks are created automatically based on the data stored in HR software (e.g., an employee’s name, role, team, department).
- ServiceNow ITSM + CRM: to automate the creation and resolution of customer cases in ITSM and increase visibility into customer incidents, problems, and requests for CRM users, which helps eliminate bottlenecks in customer service and reduce customer response times. Also, customer priorities, value, and other details available in CRM are visible in customer accounts in ServiceNow ITSM.
- ServiceNow ITSM + ticketing software: to streamline issue resolution and improve collaboration of IT and development teams due to synchronization of incident data. When an IT team creates an incident ticket in ServiceNow ITSM, a new issue is automatically created within a ticketing system. The issue’s status, details, and related comments from both teams are automatically updated in both systems.
ServiceNow ITSM Customization Capabilities
ServiceNow ITSM customizations cover code-based adjusting of access controls, tables and form fields, email notifications, IT service workflows, integrations (e.g., ServiceNow ITSM integration with a third-party ITSM system). Also, ServiceNow ITSM enables the development of various custom applications. For example, our team built an ITSM mobile app that combined SolarWinds and ServiceNow.
