ServiceNow ITOM is an extensive suite of modules that help businesses automate repetitive error-prone processes. It also reduces costs and boosts productivity.
It enables organizations to proactively eliminate service outages and manage hybrid cloud environments. It helps them improve service visibility, availability and agility by combining automation with AI for IT operations (AIOps).
Streamlined IT Operations
ServiceNow ITOM is a suite of applications that work together to automate operations management within your organization. It gives you greater visibility and control over cloud services and resources. You can scale them as needed and optimize cloud expenditure so you only pay for what you use.
With the rise of digital transformation and added technologies like AI, voice assistants, cloud, and IoT, there’s a radically increased demand for robust operational management to accelerate services delivery. This can be a challenge for IT teams as they struggle to keep their systems and services in line with each other and ensure quality.
With constant service health monitoring and modern failure impact analysis, ITOM helps reduce costs, downtime, and errors. Its ability to connect data and implement machine learning capabilities allows you to automatically detect anomalies before they cause a problem. This ensures that the issue is addressed correctly and quickly. This also reduces the amount of time wasted on false positives and increases productivity in the IT team.
Improved Customer Experience
ServiceNow ITOM automates problem resolution and IT operations, freeing up IT staff to focus on more valuable activities. It also provides secure and compliant solutions, and can be implemented quickly with the help of a PROV professional.
Streamlined digital workflows, automated customer insights and agent guidance help create a smooth customer journey. Customers get a seamless experience across multiple channels such as email, chat, phone, messenger and web portal.
For example, Rogers Communications, a leading Canadian telecom provider, has reduced daily case volumes by 41% and status requests by 43% with ServiceNow CSM. Thanks to its visual task board, workflow and automation, Rogers can easily identify issues that require attention from field service, engineering, operations, finance and legal departments.
ServiceNow ITOM also increases customer satisfaction and employee retention. Employees are more likely to stay with a company that offers a better work-life balance, as well as the right tools and opportunities for growth.
ITOM solutions reduce downtime by detecting the source of issues and addressing them early. These solutions reduce MTTR and enable IT teams to respond quickly to service requests by automating repetitive tasks and handoffs.
Effective ITOM provides a full view of your infrastructure and business services through service management mapping. The map enables IT teams to see the relationship between their infrastructure and business services, a complex task that can be challenging without visibility.
The discovery feature of ServiceNow ITOM automatically scans the IT landscape and identifies all applications and devices, comprehends their relationships, and logs them into your CMDB. This saves a lot of time for IT service agents and decreases the chances of data errors.
ITOM also enables a reduction in event noise by aggregating, correlating, filtering, and making them business-service aware. This eliminates ‘noise’ that distracts IT teams from identifying the root cause of problems.
The ServiceNow ITOM solution helps businesses reduce the impact of IT-related issues on end users. This ensures that employees are able to use their time more productively and efficiently.
The ITOM software also automates numerous repetitive procedures, which leads to faster response times. This also enhances your business agility and reduces operational costs.
Aside from this, the ITOM software also enables you to monitor the efficiency of your cloud resources and services. This enables you to optimize your cloud usage and reduce expenses.
Using predictive and machine learning algorithms, the ITOM software can predict issues ahead of time and prevent them from occurring. It also identifies infrastructure problems and recommends self-healing solutions to improve overall performance.
As an IT operations management solution, ServiceNow ITOM is a powerful tool that delivers significant ROI for many businesses. It can improve your organization’s productivity by reducing service outages, optimizing cloud resources, and improving asset management. It can even help you boost your customer experience and increase revenues.