Item: ServiceNow IT Operations Management
Rating: 9
Author: Andrei Gug

Overall Satisfaction with ServiceNow IT Operations Management

Use Cases and Deployment Scope

ServiceNow IT Operations Management refers to the processes that IT employs to oversee services, assistance, and implementation in order to establish uniformity, service quality, and dependability. IT teams usually have management departments that develop policies on managing and resolving services and support. These policies and procedures are designed to address the needs of both the client and the organization and comply with SLAs.

Pros and Cons

Pros

Predict issues
Minimize user impact
Automate workflows across teams

Cons

Limited visibility
Too much noise
Slow reporting

Return on Investment

Increased business value: We have managed to eliminate custom solutions and the accompanying infrastructure, lowering the overall cost and effort of managing legacy solutions. Centralizing our service-desk operations within ServiceNow IT Operations Management streamlines licensing and maintenance for increased simplicity and cost savings.
Reduced service-desk management effort: The automation features we have put in place have decreased the amount of work our helpdesk agents need to do, especially for boring or repetitive tasks. AI and machine-learning capabilities have enhanced inherent decision-making, minimized the risk of human error, and allowed our helpdesk agents to dedicate their time to tasks that require their expertise. For instance, our automation accurately routes incidents 80 percent of the time, resulting in significant time and effort saved.
Reduced mean time to resolution: As we incorporate new features and update the agent support experience, we are consistently seeing a decrease in resolving incidents. In our pilot project, ServiceNow IT Operations Management Predictive Intelligence lowered MTTR by over 10 percent, on average. Using this data, we are expanding the use of Predictive Intelligence across a larger scope for Global Helpdesk.

Usability

ServiceNow IT Operations Management assists your organization in actualizing proactive operations by anticipating issues before they affect users or the business, averting problems, streamlining workflows, and revolutionizing how your teams work together. ServiceNow IT Operations Management solutions offer actionable insights for your infrastructure, enabling you to utilize pre-built capabilities to accelerate value delivery and maintain 24/7 digital service operations across your entire IT environment.

Key Insights

Do you think ServiceNow IT Operations Management delivers good value for the price?

Yes

Are you happy with ServiceNow IT Operations Management's feature set?

Yes

Did ServiceNow IT Operations Management live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of ServiceNow IT Operations Management go as expected?

I wasn't involved with the implementation phase

Would you buy ServiceNow IT Operations Management again?

Yes

Other Software Used

Google Sheets, Google Drive, Google Analytics, Google Jamboard, Google Slides

Likelihood to Recommend

[...] is changing the way our internal support staff (not only in the IT field) work and enhancing the experience for employees seeking IT assistance through ServiceNow IT Operation Management. We have moved the usual and personalized IT tools and functions from [...] service-desk to ServiceNow IT Operations Management. These advancements have sparked innovation in various aspects of our IT support management, such as enhancing accessibility, managing incidents, optimizing IT workflows and procedures, enforcing service level agreements (SLAs), incorporating AI/ML technology, utilizing virtual agents, streamlining automation, and sharing knowledge throughout the support team via data visualization, monitoring, and reporting. In brief, our collaboration with ServiceNow IT Operations Management is enhancing the effectiveness of our internal system and benefiting our shared clients.

Comments

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Modernizing Help Desk experience with ServiceNow IT Operations Management