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    • Home
    • Platforms
      • ServiceNow
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      • Google Cloud Platform
      • SharePoint and M365
    • Solutions
      • Cybersecurity
      • Data Analytics
      • Software-Development
    • Blog
    • Who We Are
  • Home
  • Platforms
    • ServiceNow
    • AWS
    • Azure
    • Google Cloud Platform
    • SharePoint and M365
  • Solutions
    • Cybersecurity
    • Data Analytics
    • Software-Development
  • Blog
  • Who We Are

Stabilize Your IT Delivery with INTELLIGENT Service EXPERIENCE

GET A FREE ITSM PILOT

IT service management (known as ITSM) is the craft of implementing, managing, and delivering IT services to meet the needs of an organization. It ensures that the appropriate mix of people, processes, and technology are in place to provide value.

SERVICENOW ITSM FEATURES

The modules of the ServiceNow IT Service Management suite either embody ITIL processes or provide productivity tools for your IT team. If you have trouble choosing the set of features to implement in your organization, you can consult our 4-level ServiceNow implementation model and set your eyes on the functionality you need.

INCIDENT MANAGEMENT

PERFORMANCE ANALYTICS

PERFORMANCE ANALYTICS

 Tracking IT failures and restoring services as quickly as possible 

PERFORMANCE ANALYTICS

PERFORMANCE ANALYTICS

PERFORMANCE ANALYTICS

 Gaining deep insights into your IT infrastructure performance trends 

REPORTS & DASHBOARDS

PERFORMANCE ANALYTICS

REPORTS & DASHBOARDS

 Using operational analytics to track IT service delivery

PROBLEM MANAGEMENT

SERVICE LEVEL MANAGEMENT

REPORTS & DASHBOARDS

 Analyzing the root causes of IT failures to prevent further outages 

WALK-UP EXPERIENCE

SERVICE LEVEL MANAGEMENT

SERVICE LEVEL MANAGEMENT

 Tracking and managing inquiries to your on-site IT support center

SERVICE LEVEL MANAGEMENT

SERVICE LEVEL MANAGEMENT

SERVICE LEVEL MANAGEMENT

 Monitoring issue resolution to speed up service restoration 

CHANGE MANAGEMENT

CHANGE MANAGEMENT

CHANGE MANAGEMENT

  Authorizing and implementing changes to your IT infrastructure

AGENT WORKSPACE

CHANGE MANAGEMENT

CHANGE MANAGEMENT

 Boosting IT agents’ productivity with an intuitive work console

CONFIG MANAGEMENT

CHANGE MANAGEMENT

REQUEST MANAGEMENT

 Maintaining and keeping track of all infrastructure elements

REQUEST MANAGEMENT

ON-BOARDING & TRANSITIONS

REQUEST MANAGEMENT

 Gathering and fulfilling IT service requests from your end users

ON-BOARDING & TRANSITIONS

ON-BOARDING & TRANSITIONS

ON-BOARDING & TRANSITIONS

  Enabling IT and HR to collaborate on workstation provision)

BENCHMARKS

ON-BOARDING & TRANSITIONS

ON-BOARDING & TRANSITIONS

 Checking average IT service metrics in your industry to pinpoint areas for improvement

VIRTUAL AGENT

KNOWELEDGE MANAGEMENT

KNOWELEDGE MANAGEMENT

 Resolving common end user issues through a chatbot

KNOWELEDGE MANAGEMENT

KNOWELEDGE MANAGEMENT

KNOWELEDGE MANAGEMENT

 Gathering and sharing IT knowledge among your team

SURVEYS & ASSESSMENTS

KNOWELEDGE MANAGEMENT

SURVEYS & ASSESSMENTS

 Improving your IT team’s performance based on end user feedback 

AGENT INTELLIGENCE

ASSET & COST MANAGEMENT

SURVEYS & ASSESSMENTS

 Applying machine learning for intelligent incident routing

ASSET & COST MANAGEMENT

ASSET & COST MANAGEMENT

ASSET & COST MANAGEMENT

 Managing asset availability and life cycles to cut related costs

CONTINUAL IMPROVEMENTS

ASSET & COST MANAGEMENT

ASSET & COST MANAGEMENT

 Recording, prioritizing and acting upon IT service improvement ideas 

BENEFITS

Slashing Business Workflow Disruption

Slashing Business Workflow Disruption

Slashing Business Workflow Disruption

Due to improving your IT service availability through prompt troubleshooting, failure prevention, IT knowledge sharing, etc. 

Reducing Operational Costs in IT

Slashing Business Workflow Disruption

Slashing Business Workflow Disruption

 By efficiently distributing IT assets and streamlining your IT team’s operations.

Boosting IT team’s Productivity

Slashing Business Workflow Disruption

Boosting IT team’s Productivity

Thanks to using productivity apps for IT service agents, automation workflows and intelligent incident routing

MAKE USE OF THE BENEFITS

GET THE BENEFITS

SERVICENOW ITSM PACKAGES AND PRICES

ITSM

ITSM PROFESSIONAL

ITSM PROFESSIONAL

  • Incident Management
  • Problem Management
  • Change and Release Management
  • Request Management
  • Asset and Cost Management
  • Walk-Up Experience
  • Agent Workspace
  • Knowledge Management
  • Configuration Managements
  • Reports and Dashboards
  • Service Level Management
  • Benchmarks
  • Surveys and Assessment

GET PRICING

ITSM PROFESSIONAL

ITSM PROFESSIONAL

ITSM PROFESSIONAL

  • The ITSM package
  • Virtual Agent
  • Agent Intelligence
  • Performance Analytics
  • Continual Improvement Management

GET PRICING

THE CRUX OF SERVICENOW ITSM IMPLEMENTATION

Strategy 1

Strategy 1

Strategy 1

Keep the existing ITSM processes and customize ServiceNow to support them.

Strategy 1

Strategy 1

Strategy 1

Change your ITSM processes according to ServiceNow’s best practices and keep customizations to a required minimum. 

Strategy 1

Strategy 1

Strategy 1

Optimize your ITSM processes based on your process needs and customize ServiceNow to support your new processes. 

STAGES

1. Requirements gathering

Transforming your needs into a detailed requirements specification 

2. Configuration and Customization

Having a big sale, on-site celebrity, or other event? Be sure to announce it so everybody knows and gets excited about it.

3. Solution Rollout activities

User training, solution launch and further support for 2-3 months 

Optional stage: pilot project (a small-scale exploratory solution delivered as a starting point.

RISKS

Low user adoption of new ITSM processes and applications

Low user adoption of new ITSM processes and applications

Low user adoption of new ITSM processes and applications

 Solution: providing user training for your IT team to get the mechanics and value of each new process and app

Missing ITSM enhancement opportunities

Low user adoption of new ITSM processes and applications

Low user adoption of new ITSM processes and applications

 Solution: allocating budget to support and evolve your future ITSM solution as your needs change

Project duratioN

The duration of ServiceNow ITBM implementation strongly depends on such factors as:

  • Size and level of ITSM maturity
  • Implementation scope
  • Out-of-the-box vs. customization choice


For instance, a ServiceNow ITSM implementation project can take up to one year if it:


  • Runs in a mid-sized company with a high level of ITSM maturity.
  • Realizes Incident, Knowledge, Request, Service Level and Configuration Management modules.
  • Mostly sticks to OOTB but involves a wide range of configurations.

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