ServiceNow IT Service Management

The ServiceNow IT Service Management suite offers a variety of features for ITIL processes, primarily utilized for change requests and problem requests in the SDLC, which evolve into changes and requirements for software teams.

In our business it is used by teams to streamline their future work based on changes that are supposed to be done in a future date for higher environments.

Problem requests streamline work into requirements for teams to work on in the SDLC

• Cost reduction
• faster resolution on incidents
• self service option that has been given to both internal and external folks

Atlassian Jira

Atlassian Jira, Digital.ai Agility, Zendesk Suite

ServiceNow IT Service Management helps me to move everything from messy sheets and my cluttered emails into a clean dashboard. I mailnly use it to keep a track of the daily tickets that are due for resolution and to manage system changes. It automates my whole workflow and provides me a clear visibility on what tasks need to be prioritized first.

• Real time view of all operations running, making zero untracked assets.
• Automated password resets or ticket routing to a specific department saves a lot of time.

SuiteCRM and RouteIQ for Zoho CRM

SuiteCRM, Expensify, Slack

We use ServiceNow for Incident and Request and Problem logging and time recording. It allows all logged calls to be acknowledged, tracked from logging to resolution. All responses and activities have a record and response is sent to the customer with tracking numbers. Time recording helps the organisation to see where people are being untilised in terms of projects and activities to justify funding etc.

• Faster resolutions on calls overall
• Problem management allows things to be managed and steps taken on proactive approach to get to the root cause of issues instead of constant firefighting
• More customers are satisfied being informed of where their calls are at a given time

Azure DevOps

ServiceNow IT is a very robust platform with extensive capabilities for any organization. It offers a wide range of features that can cover almost every business need; However the user experience is hindered by its complexity. Many configurations that should be automated or "plug-and-play" are actually quite manual and require specialized knowledge. This complexity creates a steep learning curve for the team and increases the administrative overhead. While the platform's potential is high, the daily effort required to maintain and customize it makes it less agile than expected, the process is not very intuitive. As summary; It is powerful, but the administrative effort is higher than I expected.

• Robust CMDB reduces change impact
• complex tool management effort is high
• Large data maintenance requires high goverance parameters.
• Automated changes improves tool agility.

Jira Service Management

Atlassian Jira

As a global elite ServiceNow partner, I implement ServiceNow IT Service Management for my clients across diverse industries. I use ServiceNow IT Service Management to automate IT and ops workflows, Customer interaction workflows and manage employee experience and management lifecycle for my clients in the tech, BFSI, industrials and auto sectors. ServiceNow is one of our core ITSM offerings.

• ROI is approx. 200-300%, both productivity increase and cost reduction included
• Payback time is approx. 8-15 months
• Licensing cost is almost half of what we pay on SI, implementation and consulting

Freshdesk Omni, Atlassian Atlas and BMC Helix Business Workflows

Freshdesk Omni, Atlassian Atlas, BMC Helix Business Workflows