ServiceNow IT Operations Management

We used ServiceNow as our ITIL platform for incident, change, problem, and release management practices. We also use ServiceNow as our knowledge base for reporting, including a dashboard, and we use the API to export the data. We also use ServiceNow CMDB as our data source. ServiceNow also allows our customers to open incidents and requests through their dedicated portal.

• Self-serve feature.
• Single system.
• Cost of operation.

BMC Helix ITSM, BMC Helix Client Management and BMC Helix Configuration Management Database (CMDB)

ScienceLogic SL1, Jira Service Management, BMC Helix Client Management

As someone who bridges the gap between core infrastructure and the contact center, I’ve found ServiceNow ITOM to be the "secret sauce" for moving away from constantly fighting fires as they arise. While most teams use ServiceNow just for the help desk (ITSM), the ITOM suite is what actually lets the contact center stay ahead of technical outages by having an easy overview of platform health. It’s not just a simple tool; it’s an insurance policy for your Customer Experience.

• I'll give you an example: Organizations typically see a 25–35% reduction in high-priority incidents within the first year. A customer that previously suffered 10 major outages a year can avoid just three of them, resulting in an estimated €1M in immediate cost avoidance.

Jira Service Management

Genesys Cloud CX, Webex Contact Center, Cisco Unified Contact Center, Google Cloud AI, Azure AI Studio, Azure App Service

ServiceNow is used to manage Support Teams Tickets, Pro-Services Projects, and CRM for Sales. As a tool for the Service Desk, it is very good at clearly and quickly providing the required related information to navigate to. The Project function did not have the same ease of use or the ability to quickly navigate to key relevant details.

• Project Management department required additional tool sets.
• Problem Management delivered ability to reduce ticket numbers.

Datto Autotask PSA

Microsoft 365, IT Glue, Kaseya VSA

In my org we are using ServiceNow for automation of IT access where if any new or existing user specific access then the service is working very fast and accurate in the form of ticket management system. User raised a ticket via ServiceNow, select the application and access as per the customization and bingo automation designed in the way to assign it asap without any manual work.

• Saved 20% time than last year for customer issues management
• Estimated time of resolving issue increased
• Nearly 1000+ article got created on 1 year

Salesforce Service Cloud and Microsoft SharePoint

Salesforce Service Cloud, Microsoft SharePoint, Slack, Microsoft Teams, Snagit

The SNOW ITOM is used mainly for below use cases: 1) Discovery of assets 2) Service mapping - apps to low level (till servers) 3) Reporting data 4) Comliance requirements We are exploring other features that can be leveraged (we know of them) in the coming future. Once the vanila implementation is now in place, work is progressing with next set of feature activation.

• Discovery of assets to enhance visibility of assets
• Service mapping - again to provide right visibility

Dynatrace

Dynatrace