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Ankit K
ServiceNow Employee
ServiceNow Employee

Welcome to ITSM PRO! The journey starts here...

 

There is a lot of curiosity surrounding ServiceNow's ITSM PRO offering. The title of the blog itself has all those keywords which should help you land here. Through this article I am hoping to address the pertinent questions of what is ITSM, the evolution of ITSM to ITSM PRO and why an organization would want to go on the ITSM PRO journey.

 

Let me start with ITSM Standard (core) solution. Here are some links which can help you get started.

 

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Get Control of your IT

Most companies are in different stages of IT maturity. The first step in an IT transformation is to Get Control of Your Service Management Process. This includes setting up Incident ManagementChange ManagementProblem management practices as well as defining and setting up Service Level Management practices within ServiceNow.

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 Build an IT Experience 

Next important aspect is building a well-configured CMDB that can help you manage service health, understand service consumption patterns, and calculate the cost of services. Set up your Service Catalog to deliver a wide range of products and services through a modern and user‑friendly storefront. Finally deploy Asset Management to know what assets you have, where they are, who uses them, how they are configured, and what they cost.

     

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Modernize Customer Experiences

Deploy Agent Workspace and Agent Mobile App for ITSM empowering agents to get their work done faster and improve the fulfiller experience. Boost customer satisfaction by providing transparent and efficient face-to-face support experience with Walk-up. Improve productivity by resolving or deflecting cases, and incorporating new knowledge with Knowledge Management.

 

Why ITSM PRO

In the entire digital transformation journey, modern customer experiences is not just about enhanced user experience or availability of digital tools. A modern customer experience is where the consumer drives the vision and technology is the vehicle to get there. Its the re-imagination of the entire digital workflow which has led to ITSM evolving to ITSM PRO.

 

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What is ITSM PRO

 

With the re-envisioning of the ITSM digital transformation from modernizing customer experiences to automation and finally optimization culminated into what today we know as ServiceNow ITSM PRO. With the help of VA+PI automation of tasks companies can reduce costs, improve resolution time, improve accuracy of solutions resulting in increased productivity. With that you can optimize and augment staff. Agents can now focus on challenging tasks getting the job done, and having FUN doing it. They can spend time learning, enhancing their capabilities and sharing knowledge with the community. What you now have are committed, passionate individuals ready to drive your customers' businesses forward.

Below is a mapping of new digital workflows as ITSM PRO products and applications. 

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Virtual AgentServiceNow® Virtual Agent is a platform for providing user assistance through conversations within a messaging interface. Helps automate conversations across incident, problem, and change.

Predictive Intelligence: The platform function that provides a layer of artificial intelligence that empowers features and capabilities across ServiceNow® applications to provide better work experiences.

Performance Analytics: ServiceNow® Performance Analytics is an in-platform process optimization solution to create management dashboards, report on KPIs and metrics, and answer key business questions to help increase quality and reduce the costs of service delivery.

Service Owner Workspace: If you're a portfolio manager or service owner, view and manage service in a single, centralized application that aggregates necessary information

Vendor Manager Workspace: Monitor the performance of your company's vendors and manage all vendor-related information using the Vendor Manager Workspace. Assess vendor performance using configurable vendor metric indicators.

Continual Improvement Management: Using Continual Improvement Management (CIM) application, request improvement opportunities, and implement phases and tasks to meet performance goals, track progress, and measure success. 

You can find details on the ITSM / ITSM PRO packaging. After clicking the link, scroll down to the packages tab.

 

Additional resources to put things into perspective.

 

In Part 2 (Coming Soon) I will talk about the value proposition of each of the ITSM PRO products which help increase productivity, impact speed and take delivery of IT to a whole new level.