SERVICENOW SOLUTIONS - CROSSFUZE EXPERTISE

ServiceNow ITSM:
IT Service Management

Shake off fragmented tools, legacy systems, and manual processes. ServiceNow ITSM solutions reduce cost, lower risk, improve business agility and boost IT innovation.

With Crossfuze at your side, you’ll get the most out of your ServiceNow investment.
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SERVICENOW ITSM

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SERVICENOW ITSM

What is ITSM?

Information Technology Service Management (ITSM) is a set of workflows and tools for optimally developing, delivering and managing IT services.

ITSM is used to handle incidents, service requests, problems and changes – all of which are typically linked through an ITSM platform such as ServiceNow.

ITSM encompasses a wide range of IT Services, including:
  • Incident Management
  • Problem Management
  • Change Management
  • Configuration Management
  • Performance Analytics
  • Continual Improvement Management
  • Service Portfolio Workspace
  • Vendor Management Workspace
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SERVICENOW ITSM

Understanding ITSM’s role in your digital transformation is key to your success.

ITSM goes beyond network and cybersecurity management to meet IT service needs for every technology consumer including employees, partners, vendors, and customers.

According to a study by the CIO WaterCooler network, businesses rely on ITSM for two purposes – ensuring IT service quality (48%) and supporting the customer experience (35%).

Today’s businesses understand the advantages of a holistic ITSM strategy with 89% reporting ITSM’s added value to the organization.
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SERVICENOW ITSM

ServiceNow ITSM by the Numbers.

Enterprise customers praise ServiceNow ITSM’s ability to improve IT service quality, boost end-user satisfaction scores, and increase the flexibility and agility of the company’s IT team.

ServiceNow ITSM does this all while reducing long-term ITSM costs.

While ServiceNow has expanded on the ITSM model to create workflow solutions across the enterprise, ITSM remains their core product offering and continues to be one of the most successful on the market.
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66%

REDUCTION
In monthly service and incident request volume.

25%

REDUCTION
In monthly high-priority incident volume.

$4M

REDUCTION
In infrastructure costs over three years.

15-MIN

REDUCTION
IN time the average employee spends making a service request.

20%

increase
In IT team capacity, enabling employees to handle a wider variety of incidents.

$3M

EFFICIENCY
Savings over three years.
SMART LAUNCH FOR SERVICENOW ITSM

Implement ServiceNow ITSM in as little as 30 days with SMART Launch.

For most organizations, the future value of their ServiceNow investment begins with their initial ITSM implementation. Getting this step right is imperative because it lays the groundwork for future processes and platform expansions.

Typical ITSM implementations take place over a 90-day period and often aren’t fully enabled until 180 days.

With Smart Launch, you’re up and running in as little as 30 days—giving you shorter time to value and a solid, future-ready ServiceNow environment to build upon.
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ServiceNow ITSM PRO.

ITSM Pro’s 8 applications enhance the ITSM package by harnessing AI, streamlining manual tasks, delivering both high quality services and empowering business insights.
Virtual Agent

Resolve common requests and issues immediately without human agents.

DevOps Change

Deliver streamlined reporting, actionable insights and automated control and governance.

Predictive Intelligence

Reduce time spent finding solutions to common problems and resolve issues faster.

Performance Analytics

Empower service agents and managers to deliver exceptional experiences.

Service Owner Workspace

Track an analyze how services are performing.

Dynamic Translation

Translate text entered in an end-user form for a seamless, localization experience.

Continual Improvement Management

Initiate and track service improvements over time.

Vendor Management Workspace

View and manage all vendor services from a single destination.

What customers are saying about Crossfuze.

“Crossfuze's customer-centricity, agility and ability to be part of our team is what really stands out for us, and is what made it possible to really deliver on our business goals.”
Nathalie Pougno
Senior Director, IT & Digital Transformation
Ricoh Canada | Electronics
“The level of technical expertise provided by both ServiceNow and Crossfuze has been nothing short of astounding.”
Chris Wilkinson
IT Service Management Analyst
TIP Group | Transportation & Logistics
"Crossfuze bring expertise from both the project management side and technical side. They help us solve some difficult problems and then
ultimately turn those into good
solutions for our organization."
Gary Collins
Director of ITSM
Finastra | Financial Software Solutions
"Crossfuze gave us a clear idea on how we can use ServiceNow to benefit our business. We showed them the tasks that we performed on a regular
basis and Crossfuze showed us how we could do it within ServiceNow easier, quicker and slicker."
Kerry Angel
Service Delivery Manager
Macfarlanes LLP | Legal Services
"Crossfuze has really helped us
achieve success with solving day-to-day challenges, as well as custom app development for bigger projects. We don't have a lot of internal resources but can still deliver an amazing product to the business."
Eric Riemer
Principle ServiceNow Engineer
WOW! | Telecommunications
"One of the biggest things about ServiceNow is there are so many features. It's hard to navigate and know where to start. Crossfuze 'Smart Launch' helped us expedite the problem and get it done within six weeks."
Cary Barbin
Director, Infrastructure & Applications
Gallaudet University | Higher Education

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Years of ServiceNow experience

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ServiceNow consultants

3,000+

ServiceNow implementations
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