AUTOMATE YOUR IT OPERATIONS WITH SERVICENOW ITOM
Does this sound good to you: ongoing service health monitoring, prompt outage prevention, extensive failure impact analysis, cost-effective cloud resource provisioning and vast automation opportunities? These are benefits that a ServiceNow ITOM solution can bring to your IT department with our experienced consulting and implementation help.
Features
The features of ServiceNow IT Operations Management are mostly aimed at automating time-consuming and monotonous tasks of your IT team, reducing IT costs and improving IT and business service availability.
Discovery
To spare your IT service agents from manual data entry while populating the CMDB (Configuration Management Database), ServiceNow Discovery automatically scans your entire IT infrastructure, finds all devices and applications in it, records basic relationships among them and updates the CMDB with the discovered info. This gives IT service agents more time to maintain IT service provision and eliminates human error in CMDB data.
Event Management
ServiceNow Event Management continuously monitors all activities within your IT infrastructure and warns the IT team of any identified failure so that they remove it before it seriously harms IT and business service delivery. Event Management also allows manually building configuration item (CI) dependency maps featuring the business services that CIs support to enable failure impact analysis and improve IT and business service availability.
Operational Intelligence
Using machine learning capabilities, ServiceNow Operational Intelligence upgrades failure prevention. Analyzing service health data, Operational Intelligence recognizes anomalies in your IT infrastructure, prioritizes them and notifies the IT team if an anomaly needs to be promptly handled to prevent a failure. It boosts the IT team’s performance and makes interruptions to your IT and business services scarce.
Orchestration
To boost the productivity of your IT team, ServiceNow Orchestration allows building workflows to automate manual tasks across your IT infrastructure and beyond, including servers, printers, applications and even remote services. Your IT agents won’t have to spend any more time manually resetting passwords or distributing software usage rights – Orchestration will do all that. And to see how well it pays off, you can track the ROI of every workflow.
Service Mapping
ServiceNow Service Mapping is an advanced form of Discovery that automatically builds complex maps of interdependent configuration items based on what business services they deliver. This eliminates the need for IT service agents to manually build such maps in ServiceNow, thus removing data errors and making failure impact analysis more accurate.
Benefits
IT service availability improvement (through ongoing service health monitoring and advanced failure impact analysis)
IT cost reduction (due to efficient cloud resource consumption and the optimal IT team’s effort distribution).
IT unit productivity increase (thanks to faster task execution and the minimization of error-prone manual activities).
For IT companies: Quick and secure deployment of new customers’ infrastructures (through automated infrastructure scanning and CMDB population).
ITOM PACKAGES
Professional
Professional
Professional
- Discovery
- Event Management
- Operational Intelligence
- Orchestration
Enterprise
Professional
Enterprise
- Discovery
- Event Management
- Operational Intelligence
- Orchestration
- Service Mapping
- Cloud Management
KEY POINTS OF SERVICENOW ITOM IMPLEMENTATION
Needs analysis and requirement elicitation
Transforming your needs into a detailed requirements specification
Configuration and customization
Including integrations, data migration and QA
Rollout activities
User training, solution launch, solution support for 2-3 months after launch
KEY POINTS
Needs Analysis and Requirement Elicitation
Transforming your needs into a detailed requirements specification
Configuration and Customization
Including integrations, data migration and QA
Rollout Activities
User training, solution launch, solution support for 2-3 months after launch
Optional: pilot project (exploratory implementation of a small feature set prior to the full-scale p
RISKS
Low user adoption of ITOM applications, including machine learning-based ones
Low user adoption of ITOM applications, including machine learning-based ones
Low user adoption of ITOM applications, including machine learning-based ones
Solution: holding dedicated user training with a focus on app functions and value as well as tuning machine-learning algorithms for better performance
Fading relevance of ITOM Automation Rules
Low user adoption of ITOM applications, including machine learning-based ones
Low user adoption of ITOM applications, including machine learning-based ones
Solution: planning for post-implementation ITOM support to make sure your solution always stays relevant to your needs
Project duration
ITOM implementation time frames depend heavily on such factors as:
- Out-of-the-box vs. customization choice
- Level of ITSM maturity
- Implementation scope.
For instance, a project can take up to 2-3 months if it:
- Mostly sticks to OOTB.
- Runs in a company with a high level of ITSM maturity.
- Involves only Discovery and Event Management.
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