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:
Why Businesses Need ITSM
Unlike other IT-focused service units such as network management and cybersecurity management, ITSM focuses primarily on meeting the IT service needs of consumers of technology; this diverse group includes employees, partners, vendors, and customers. ITSM stresses continuous process improvement to optimize its effectiveness and impact.
A 2017 study by the CIO WaterCooler network found that businesses rely on ITSM for two main purposes: 48% said they use ITSM to ensure the quality of IT services, and 35% said they use ITSM to support the customer experience.
Most businesses understand the advantages of a holistic ITSM strategy. The 2017 CIO WaterCooler network study found that 89% of businesses see ITSM as a “value add” to the organization. Furthermore, 52% of businesses report that departments beyond IT have a solid understanding of the value of a holistic ITSM strategy, according to a 2017 Forbes Insights study.
Quantified Benefits of ServiceNow ITSM
ServiceNow ITSM is praised by enterprise customers for its ability to improve the quality of IT services, boost end-user satisfaction scores, and increase the flexibility and agility of the company’s IT team. ServiceNow’s ITSM platform does all of these things while reducing long-term ITSM costs.
In 2017, Forrester Research conducted an in-depth study of seven businesses that recently started using ServiceNow for their ITSM needs. Forrester quantified the following as benefits of ServiceNow ITSM:
Why Businesses Choose ServiceNow For ITSM
ServiceNow is a cloud computing company that licenses a ready-built ITSM platform for streamlining and automating IT services. More than 4,400 enterprise customers worldwide use ServiceNow, and ServiceNow serves 42% of Global 2000 (G2K) companies, according to a 2018 MorningStar report.
A 2017 Forrester Research study found the following to be key benefits of the ServiceNow ITSM platform:
ServiceNow has applied its same core development principles to the design of other business services, including CSM (Customer Service Management), ITBM (Information Technology Business Management), PPM (Project Portfolio Management), and ITOM (Information Technology Operations Management).
However, the company’s core product offering remains its ITSM platform. Nasdaq reported that 19 of the top 20 deals that ServiceNow struck during 2017 Q4 involved ITSM.
The ServiceNow ITSM platform is one of the most successful ITSM platforms on the market. The research firm Gartner ranked ServiceNow as one of only two Leaders in the ITSM industry in its 2018 ITSM Magic Quadrant. ServiceNow has been identified as a Gartner ITSM Industry Leader for the past five consecutive years.
Where ITSM And ServiceNow Are Headed
The ITSM industry is increasingly moving to the cloud. Different analysts have produced different estimates for how fast the cloud-based ITSM industry is growing, but analysts agree that ITSM is on a clear upward trajectory.
ServiceNow as a cloud-based platform is positioned to capitalize on these market trends. Forbes Magazine reported that ServiceNow now claims half of the ITSM market, and has eclipsed legacy ITSM companies like BMC Hewlett Packard Enterprise, Cherwell Software, and CA Technologies. In 2018, Forbes named ServiceNow the most innovative company in the world, in large part because of the success of the ITSM platform.
Businesses that use ServiceNow are able to rapidly achieve improved self-service capabilities for all users (both employees and customers) and elevated efficiencies in service operations.
Information Technology Asset Management
Information Technology Asset Management (ITAM) is a set of business practices and tools for optimally supporting lifecycle management of IT assets with the goal of ITAM helping organizations manage their hardware and software inventory more effectively.
Information Technology Business Management
Information Technology Business Management (ITBM) is a set of workflows and tools for optimally developing, delivering, and managing business services through an IT-focused lens.
Customer Service Management
Customer Service Management (CSM) is a set of workflows and tools for optimally overseeing and tracking all interactions with a business’s customers with the goal to comprehensively manage the customer experience (CX).
Software Asset Management
Software Asset Management (SAM) is a set of business practices and strategies for optimally managing acquisition, usage, and lifecycle maintenance of software that enables organizations to create an accurate system of record for all software assets.
Human Resource Service Delivery
HR Service Delivery (HRSD), also known as HR Service Delivery, is a best-practices approach for automating and standardizing HR processes within your organization that enables organizations to provide engaging, holistic HR services to employees.
THE BUSINESS CASE FOR SERVICENOW
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According to Forrester Consulting’s 2017 The Total Economic Impact of ServiceNow report, ServiceNow customers benefit from a 20% increase in IT productivity and enjoy, on average, a 195% ROI and payback in less than nine months.
While Forrester provides numerous benefits and statistics quantifying ServiceNow’s ROI, businesses should also develop a customized business case for their own organization. Crossfuze can create a detailed ServiceNow business case for any qualified organization that requests one.
10 Pillars of ServiceNow Success for CIOs
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Must-read Resources While Evaluating ServiceNow
Are you considering investing in the ServiceNow platform for your organization? Or have you recently invested in the ServiceNow platform and want to make sure you get the most from your investment? Put away your search engine of choice, because we’ve done all the research for you. Here’s a handy list of resources to help you learn more about ServiceNow.
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