About 80% of Fortune 500 companies use ServiceNow ITSM modules to develop, manage and deliver exemplary IT services.  With an average customer rating of 4.3 out of 5 stars for its ITSM products, ServiceNow was dubbed an ITSM Magic Quadrant leader for the eighth year in a row in 2021 by Gartner. What makes the platform so popular?

ServiceNow ITSM features front and center as businesses adapt and thrive in a digital-first world, where paper is passé and manual processes are cumbersome. It lets enterprises harness the power of machine learning and AI to improve IT productivity and automate routine tasks. Enterprises can also take ITSM a step further with mobile and virtual agents, predictive intelligence and performance analytics. ServiceNow ITSM integration with legacy systems and tools is simple, ensuring no disruptions. 

From a humble IT ticketing system, ServiceNow has grown to an all-encompassing enterprise business process management platform, expanding coverage with HRSM, ITOM, CSM and more. Its ITSM offerings streamline an enterprise’s IT estate with robust incident, problem and change management, customizable agent and vendor management workspaces and powerful virtual agents.

ServiceNow CSM

Benefits of ServiceNow ITSM for Swift Service Delivery

Businesses stand only to benefit from ServiceNow ITSM implementation with the NOW platform serving as a single source of truth and a comprehensive tool for effective IT service management. Here’s five reasons why leading businesses prefer ServiceNow ITSM:

Streamlined delivery of services: ServiceNow eliminates the need to track multiple emails and issue regular follow-ups by bringing all requests from various channels under one roof with interactive dashboards for easy tracking of issue status, pending issues, real-time insights and more. It expedites processing by breaking silos and implementing standardized and simple workflows for consistency.

Riding the data wave with ease: Data drives effective decision-making and successful strategies. However, sifting through large amounts of unstructured data can seem an impossible task. ServiceNow has you covered. The platform can be easily integrated with existing systems and all data sources. It also improves data access with a simple search pulling the required data from across all sources. Virtual agents enhanced with Natural Language Understanding models and knowledge base implementation also guide users to the right information. ServiceNow Performance Analytics allows businesses to improve their strategies by looking at key performance indicators holistically over time.

Enhanced productivity: With an AI-powered system and automated workflows, ServiceNow ITSM modernizes businesses and cuts down on request processing time. By following ServiceNow implementation best practices, enterprises can set up their instance with little configuration. ServiceNow self-service options also free IT staff to focus on scaling operations effectively to match business goals.

On-the-go service with NOW Mobile: A dedicated mobile application isn’t an option anymore. It’s a necessity to keep the business relevant and provide users with an easier and more efficient route to services. Employees can access parts of the ServiceNow instance on NOW mobile, filing and resolving issues in no time from anywhere. ServiceNow’s low code/no code mobile developer tools provide readymade universal components and user-friendly drag-and-drop UI for easy customization of the app.

Improved visibility with ServiceNow integration: Transparency is crucial for a collaborative environment. ServiceNow integration with third-party apps and automating of key tasks improve monitoring of the IT estate and alert the right personnel and department to resolve hiccups before any disruption occurs. All processes are visible under a single workflow, which is accessible to all stakeholders and thereby enhances visibility and accountability. With efficient processes, businesses record higher user satisfaction, improved transparency and fewer service outages and ticket requests.

ServiceNow IT Service Management Suite — Numbers That Matter

Leading research organizations such as Forrester and Gartner reported that enterprises realized the following business benefits with ServiceNow ITSM implementation:

  • 66% decrease in monthly volume of service and incident requests
  • 25% decrease in monthly volume of high-priority incidents
  • 20% increase in IT team capacity
  • $4M reduction in infrastructure costs over three years
  • 15-minute reduction in the time the average employee spends filing a service request
  • 33% increase in productivity with shared knowledge
  • 84% decrease in service outages
  • 51% increase in performance with Performance Analytics

From government agencies to commercial businesses and even educational institutions, data-driven insights provided by the ServiceNow IT service management suite allow organizations to get the most out of their IT investments. A Premier Partner like Aspire Systems can simplify your journey from consultation to implementation and enhancement with our all-inclusive roadmap featuring specific implementation goals along the way. Read our whitepaper to know more about how ServiceNow ITSM can transform your business.

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