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ServiceNow – IT Service Management

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Capabilities/Applications

 

Incident management

ServiceNow® Incident Management streamlines the process of restoring service following an unplanned disruption. It allows IT to capture and categorize incidents through selfservice, chat, email, phone, and incoming events. Incidents are prioritized based on agreed service level targets and routed to the appropriate resolution group, complete with related information. An On-Call Scheduling feature can be used to escalate incidents to the correct support teams and assignment groups, with automated triggers and bi-directional notifications so escalations may be acknowledged. For incidents that require collaboration, chat rooms that log conversations can be launched.

 

Problem Management

ServiceNow® Problem Management helps organizations prevent problems and resulting incidents from happening, eliminate recurring incidents, and minimize the impact of incidents that cannot be prevented. ServiceNow supports the entire problem management lifecycle from first identification through investigation, documentation, and removal.

Change Management

ServiceNow Change Management enables organizations to mitigate the risks and minimize the impact of change to the business. Change Management delivers an essential part of a well-managed and governed IT environment; and, with effective ITIL–based change management, Change Management can speed up the change process, reduce service outages, and minimize the potential for adverse impact to business operations. Inbuilt collision detection and change calendars help users to schedule changes at the right time. The Standard Change Catalog ensures that low-risk and routine changes follow an approved and repeatable process. Quantitative risk assessments provide an accurate calculation of risk and feed into a powerful workflow engine, which automates and streamlines the approval process. Built-in reporting capabilities allow for measurement and continuous improvement of service quality

Release Management

Release Management reduces the cost and risk of rapid, ongoing changes with capabilities such as an intuitive change calendar, dynamic risk and impact calculation, and change collision detection. The ServiceNow Change Advisory Board (CAB) Workbench simplifies CAB meetings, enabling change managers to easily schedule, plan, and manage meetings from a single source. Built-in integration with ServiceNow applications such as Problem Management and Software Development Lifecycle ensures that activities and data flow smoothly between applications, insulating both IT and business operations from unplanned and uncontrolled change.

Asset Management

ServiceNow Asset Management tracks the financial, contractual, and inventory details of hardware and virtual infrastructure – as well as non-IT assets – throughout their lifecycle. Asset requests are handled using workflows to obtain approvals, validate entitlements, issue chargebacks, and provision services. Once an asset is deployed, Asset Management records all maintenance activity and enables IT to perform regular audits, right up until asset retirement.

 

Service Catalog

ServiceNow Service Catalog provides effective and efficient workflow, approval, and automation capabilities. This helps you improve the customer experience, accelerate service delivery, and reduce operational costs — alleviating the pressure on IT and other corporate service providers.

Knowledge Management

ServiceNow® Knowledge Management provides an out-of-box, integrated knowledge experience for customers and employees as well as the agents who serve them. Agents can search as well as create knowledge while resolving issues. Knowledge managers have powerful workflow and publishing tools. Integrated with the configurable Service Portal, customers and employees can easily search for knowledge to solve their problems faster, boosting satisfaction and reducing service costs.

 

Benchmarks

Compare your service management performance to the industry averages of your peers. Built on the ServiceNow Nonstop Cloud, Benchmarks uses anonymized customer data from over 5000 instances, 12 million users, and 8.4 billion monthly transactions to bring you the industry’s largest, unbiased, and up-to-date benchmark statistics. Now you can analyze and optimize your own performance.

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Description

Deliver IT Service Management on a Single, Cloud-Based Platform Take control of difficult legacy processes and tools with ServiceNow software. With this solution, your new service desk is up and running fast with built‑in ITIL best practices and guided setup. An easy‑to‑use service portal makes it painless for end users to submit and track requests without making a call. Prioritize and assign work with drag‑and‑drop Visual Task Boards. Gain control with complete IT service visibility, no infrastructure required

Depend on Once Source of Truth

Make informed asset decisions – around capacity, asset refresh, vendors and more – using accurate asset portfolio data consolidated within a single system of action.

Access both business and configuration information on assets by linking the asset repository with the ServiceNow Configuration Management Database (CMDB).

Monitor Key Performance Indicator (KPI) trends with ServiceNow Performance Analytics

   

Rapidly Restore Service

Quickly determine the impact and potential causes of an incident, correlating incidents with

the recent activities, such as changes, that may have caused them.

Easily search for solutions and workarounds in the ServiceNow Knowledge Base.

Restore service even faster with self-service password resets and pre-defined automated fixes

for common issues using ServiceNow Orchestration.

 

   

 

Improve Transparency and Communications

Provide real-time transparency into operations with configurable role-based dashboards.

Give updates to all service subscribers through email with built-in subscription-based notifications.

Accelerate Root Cause Analysis Investigations

Determine the impact and potential cause of a problem with right-click access to service relationships and configuration item health.

Correlate problems with recent activities, such as the changes that may have caused them.

 

  Tap Into The Largest Benchmarks Data Set

Take advantage of the industry’s largest benchmarks data set to drive outcomes important to your organization.

Compare against peers worldwide using the ServiceNow cloud with more than 12 million active users.

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Additional information

POWERED BY

ServiceNow, Quintica(Custimisation and Configuration)

MONTHLY SUBSCRIPTION

Monthly per user

SUPPORTED INTERFACE

Desktop, Mobile

SUPPORTED OS

Windows, Linux, iOS, Android, Windows Phone

INTEGRATIONS

REST API, SOAP API, JavaScript API, OAuth2, CORS

TRIAL

YES

LICENCING

YES

PRICING MODEL

Starting from $100 per fulfiller

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