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Introduction to ServiceNow IT Service Management

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; common examples include:

  • Incident Management
  • Problem Management
  • Change Management
  • Configuration Management
  • Performance Analytics
  • Continual Improvement Management
  • Service Portfolio Workspace
  • Vendor Management Workspace
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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.

Understanding ITSM’s role in your digital transformation is key to your success. With ServiceNow ITSM, you have an agile, scalable solution that grows with your business – no matter where you are on your journey.

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.

An in-depth study of seven ServiceNow ITSM customers by Forrester reports the following:



in monthly service and incident request volume



in monthly high-priority incident volume



in IT team capacity; enabling employees to handle a wider variety of incidents



in infrastructure costs over three years



savings over three years



in time the average employee spends making a service request

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. Research firm Gartner ranked ServiceNow as a leader the ITSM industry in its 2021 ITSM Magic Quadrant and for the past eight consecutive years.

Where ITSM and ServiceNow Are Headed

As ITSM continues moving to the cloud, analysts have produced different estimates for how fast the cloud based ITSM industry is growing. But analysts do agree on ITSM’s upward trajectory.

Research by Technavio estimates that the cloud ITSM industry will grow at a compound annual growth rate of 19.08% through 2025.

As a leading cloud-based platform, ServiceNow is positioned to capitalize on these market trends. Forbes Magazine reported ServiceNow claims half of the ITSM market – eclipsing legacy ITSM companies like BMC, Hewlett Packard Enterprise, Cherwell Software and CA Technologies. Forbes named ServiceNow the most innovative company in the world in 2018 largely because of ITSM’s success.


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