ServiceNow ITSM that Unlocks High-Velocity Teams

Written by Afsa Ashraf

Content Writer

Adaptable ITSM Practices to Bring Agility

IT is in the middle of a rapid transformation to build capabilities that enable the faster delivery of high-quality services while managing cost and risk. But old ways of working hinder progress. Rigid processes limit team agility and speed. Companies across the globe are struggling with complex challenges surrounding growing demands for faster, agile service delivery, improved employee experience, and varying service delivery environments across office functions. Successful transformation requires more than a strategy. It happens when great vision and execution come together across your organization. That’s why we created business value to realize success with ServiceNow. Get to value faster with our prescriptive methodology and leading practices.

What are ITSM Tools?

According to Gartner, the IT service management (ITSM) tool market is defined as given: ITSM tools aid infrastructure and operations (I&O) companies in managing IT service consumption, infrastructure that supports IT services, and the IT organization's role in delivering business value through these services”.

These are primarily utilized by IT service desks and IT service delivery activities to track multiple projects, support incident, request, problem, change, knowledge, and configuration management tasks and workflows. ITSM tools are categorized based on their ability to meet client ITSM practice criteria and integration needs with other ITOM and external solutions, and include the following:

Basic ITSM tools with incident, request, and change management capabilities, as well as limited connectivity with ITOM systems. Intermediate ITSM tools that provide some basic ITOM functions or interact with intermediate third-party ITOM solutions and have wide ITSM capabilities such as configuration, problem, and service-level management.

Enhanced ITSM technologies include advanced workflow assistance, as well as AITSM (that is, the optimization of ITSM processes to enable the application of artificial intelligence [AI], automation, and analytics) and collaborative capabilities. They also integrate with advanced third-party ITOM systems or provide extensive integrated advanced ITOM capability natively. ITSM products are beginning to address integration requirements with the DevOps toolchain and support for agile workflows across ITSM processes in response to digital disruption.

Read along this whitepaper to know more about driving profitable digital transformation with ServiceNow.

ITSM Key Practices and Concepts

The following are the most common business practices:

  • Incident management: An incident is a term used in ITSM to describe an unforeseen outage or service interruption.
  • Problem management: It is the process of not only identifying and resolving the incident's root cause, but also the variables that led to it and finding the most effective strategy to eliminate it.
  • Change management: Change management also known as change enablement, is the implementation of methods and practices that reduce IT service disruptions, compliance concerns, and other risks associated with significant system changes.
  • Asset and configuration management: This outlines the procedures for authorizing, monitoring, and documenting the configuration of software and hardware assets required to offer services (physical and virtual servers, operating systems, laptops, and mobile devices).
  • Service request management: This refers to the procedures for handling requests for new services from individual users or departments within the company. Employee requests for new notebooks, partner requests for portal access, or a departmental need for numerous new "seats" on a software-as-a-service (SaaS) application are all examples of this.
  • Service catalog: A menu or gateway that allows users to access IT services on their own.
  • Knowledge management: The practice of creating and disseminating IT service–related knowledge throughout an organization and/or the extended enterprise (including customers and partners).
  • Service level management: The technique of determining required or desired levels of service for various categories of users & then meeting those levels, or "compensating" users when those levels are not met.
  • IT Service Desk: The IT Service Desk is a superset of the traditional help desk in ITSM; it acts as the single point of contact (SPOC) for all incidents, problems, and requests. It's also the starting point for all incident, problem, and service requests, and it's where users can track their progress.

ITSM Benefits

ITSM's purpose is to ensure that IT services meet the demands of both users and businesses. It's no wonder, then, that a comprehensive ITSM strategy often yields major economic benefits:

  • ITSM enables IT teams to respond quickly, agilely, and trauma-free to unforeseen events, new opportunities, and competitive threats.
  • ITSM enables users to do more work and the organization to do more business by improving system performance, increasing availability, and reducing service interruptions.
  • ITSM helps businesses obtain more productivity from IT infrastructure at lower costs by methodically expediting incident resolution, minimizing incidents and problems, and even proactively preventing or resolving difficulties.
  • ITSM enables the business to set and meet realistic service standards, resulting in increased transparency and user satisfaction.
  • ITSM may increase compliance and decrease risk by incorporating compliance into the design, delivery, and administration of IT services.
  • ITSM enables IT departments to become a more productive, effective, and cost-effective service organization that is aligned with business strategy.

ServiceNow Value to Business & Business Owners

Now that you know ServiceNow is the industry leader in ITSM, you can see how incorporating it into your company can provide several benefits and significant returns on investment. Apart from higher productivity, process gamification, and time and cost savings, ServiceNow provides the following additional benefits:

  • Improved Management of Staff and vendors - IT personnel can supply answers to problems regardless of their location thanks to agentless and virtual help. Furthermore, the professionals' solutions can be updated in the global knowledge base, allowing for a faster resolution of future challenges.
  • Robust Change Management- The Configuration Items CMDB will assist you in leveraging change in a smooth and painless manner. The possibility of unintended consequences is reduced because impact analysis is also performed in the CMDB.
  • Better View of IT Infrastructure - The IT infrastructure is transparent across all sites with ServiceNow implementation, which allows for better reporting, resulting in less downtime and faster resolution times.
  • Efficient Cost and Budgeting - The cost of IT support and service desk can be reduced slightly with better financial management. Furthermore, the cost of downtime is reduced by order of magnitude. This cost savings can be put toward IT upscaling and other business value adds.

ServiceNow ITSM in a Nutshell

As an entrepreneur, choosing ServiceNow, which operates as a single ITSM solution, is a good move. ServiceNow is known as the Swiss Army tool for the IT service desk in popular culture, and it lives up to its name. ServiceNow capabilities have been expanded beyond IT to include HR, Sales and Marketing, Legal, and Research and Development.

Many business owners have successfully implemented ServiceNow ITSM and have seen positive results in their day-to-day operations.

ITSM and Royal Cyber

Royal Cyber can help prepare you for the future of ITSM with automation tools to support every aspect—implementation, delivery, and management. Any move toward enterprise-wide and IT-wide automation should begin with simple, measurable projects that you can grow and optimize for other processes and parts of your company. Royal Cyber brings unmatched talent, experience, and global scale to help clients achieve transformative innovation and business value with ServiceNow. We drive a business-led, transformational approach to create meaningful experiences and innovation for our clients with ServiceNow. By helping companies shift from technologies that manage work to cloud-based technologies that enable workflow, our industry expertise and functional knowledge allow us to create solutions for clients leveraging the ServiceNow platform with our expertise.

Royal Cyber and ServiceNow combine leading technologies, industry expertise, and intelligent design to help make your company digitally savvy. Together, our teams can boost organizational transparency and collaborate to create intelligent strategies that increase your investments and create incredible experiences to transform your enterprise for today and tomorrow. Do you wish to learn more about ITSM and need assistance in the same or get the most out of it? Royal Cyber and our skilled team are ready 24/7 to assist you in achieving your business objectives. Learn how to integrate ITSM into businesses. Contact our ITSM experts at [email protected] or visit us at for more information.

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