IT Service Management (ITSM)
As ServiceNow specialists, we help our clients in the area of ServiceNow’s IT Service Management (ITSM) to optimize their IT service delivery and support processes. Some of the top use cases that we implement for our clients in this area include
Incident Management
We help our clients to streamline and automate the process of identifying, tracking, and resolving IT incidents. This includes setting up workflows, notifications, and escalations to ensure that incidents are resolved efficiently and according to service level agreements (SLAs).
Service Request Management
We help our clients to provide a user-friendly interface for requesting IT services, such as access requests, software installations, and hardware requests. This includes setting up a service catalog, defining service offerings, and automating the management of service requests.
Asset Management
We help our clients to track and manage their IT assets, including hardware, software, and licenses. This includes setting up a configuration management database (CMDB), automating asset discovery and inventory, and tracking asset lifecycle.
Service Level Management
We help our clients to define and manage service levels for IT services, including SLAs, OLAs (operational level agreements), and UCs (underpinning contracts). This includes setting up metrics, tracking performance against SLAs, and providing reporting and analytics on service level performance.
Change Management
We help our clients to manage IT changes in a structured and controlled manner to minimize disruption to business operations. This includes setting up change requests, approvals, and notifications, as well as tracking and reporting on change implementation.
Problem Management
We help our clients to identify and resolve the root causes of recurring IT incidents to prevent them from happening again. This includes setting up a problem management process, analyzing incident data to identify trends and patterns, and implementing permanent solutions to underlying problems.
Knowledge Management
We help our clients to capture and share IT knowledge to improve service quality and efficiency. This includes setting up a knowledge base, creating and publishing knowledge articles, and integrating knowledge management with other ITSM processes.
Our solutions are designed to help our clients improve their IT service delivery and support processes, increase efficiency, and reduce costs.