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    • IT Service Management
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    Home Paris IT Service Management IT Service Management

    IT Service Management

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    IT Service Management

    The IT Service Management (ITSM) solution provides scalable workflows to manage and deliver IT services to your users all through a single cloud-based platform. The ITSM solution can help increase your agents' productivity, resolve issues quickly, and improve user satisfaction. Also, powered by platform native AI, you can quickly accelerate technology changes and view recommended actions for incoming tickets or requests and drive self-service and automation through enterprise chatbot technology. The NOW Platform also provides users access to ITSM via mobile or web-portal interfaces.

    ITSM is the foundation of digital transformation

    Transform the impact, speed, and delivery of IT services

    The Now Platform was built for the cloud and has its own shared data model, AI, and workflow automation that are leveraged by many IT applications. The combination of the ServiceNow platform and applications helps you increase productivity by automatically identifying and resolving issues, which reduces the negative business impacts of unplanned, non-strategic work.

    Comparing a typical IT department with scattered tools to the Now Platform linking IT functions

    View and download the full infocard for a highlight of ITSM features.

    Enhance the service experience

    Automate support for common requests with virtual agents powered by natural language understanding (NLU). Engage users with natural, human conversation to provide consistent good customer service experiences.

    Consolidate IT services

    Rapidly consolidate existing tools to a single system of action in the cloud.

    Improve IT productivity

    Use machine learning algorithms and virtual agents to automate routine tasks and increase the productivity of agents.

    Gain visibility into processes and services

    Get full visibility into any process or service with built-in dashboards and analytics providing real-time, actionable information to improve service quality.

    Provide mobile connectivity

    Enable employees to find answers and get work done from a modern mobile application.

    Enhance the service experience

    Enhance the service experience

    Automate routine agent interactions and increase the speed of resolution. With supervised machine learning, you can automate incident categorization and assignment and eliminate bottlenecks created by manual incident triaging. Meet increasing demands without further adding staff and empower existing IT staff to focus on more meaningful work.

    Consolidate IT services

    Consolidated IT services diagram

    Reduce the number of separate tools your company uses to provide a consistent service experience regardless of the issue or the request. Consolidating IT services enables you to better manage and allocate resources and track performance. You can have a single reliable source of information where performance is monitored in real time and data is easy to capture and report.

    Improve IT productivity

    Improved IT productivity through chatbots and machine learning

    Accelerate resolution with built-in machine learning. Chatbots provide immediate resolution to common questions. With ITSM Virtual Agent in action, you can have employees with 24*7 support service. Service desk agents can take advantage of machine-learning automation to resolve incidents and recommend resolutions for agents based on similar incidents solved in the past.

    Gain visibility into processes and services

    Gain visibility into processes and services

    Make smarter decisions with real-time analytics across the entire IT value chain. Get new insights into service performance using data trends and forecasts. With Performance Analytics, you can anticipate trends based on current conditions and past performance and identify areas where automation can increase efficiency.

    Provide mobile connectivity

    Advantages of the mobile platform

    Stay connected and access information in real time using the ITSM mobile agent. You can access work assigned to you or your group, receive push notifications, and approve or reject change requests and requested items. The ITSM mobile agent is available on the iOS platform from the Apple App Store or on the Android platform from the Google Play Store.

    Edge Encryption for ITSM Virtual Agent within ITSM

    Edge encryption provides you with direct control over your data security. Encryption and key management are performed on your intranet between your browser and your ServiceNow instance.

    See Understanding Edge Encryption.

    Because edge encryption is enabled on a proxy server on your side of the network, there is significant planning, network administration and management, and setup required.

    See Planning for Edge Encryption.

    To install edge encryption, see Edge Encryption installation.

    To configure edge encryption, see Edge Encryption configuration.
    Note: There are limitations when using edge encryption. See Edge Encryption limitations.

    Get started

    • Set up the service management module for a modern ITSM experience. To learn more, see Customer Success Center.
    • Learn about the different ITSM packages that work for your business on the ServiceNow Products website.
    • Take an ITSM course to manage and deliver services to your users. To sign up, go to ServiceNow training and certification.
    • Read the product documentation, beginning with IT Service Management.

    Applications and features

    • Machine learning solutions for IT Service Management
    • Workforce Optimization for ITSM
    • Asset Management
    • Contract Management
    • Procurement
    • Product Catalog
    • Benchmarks
    • Change Management
    • Coaching
    • Continual Improvement Management
    • Expense Line
    • ITSM Virtual Agent
    • Walk-up Experience
    • ITSM Agent Workspace
    • ITSM Predictive Intelligence Workbench
    • Incident Communications Management
    • Incident Management
    • On-call scheduling
    • Problem Management
    • Release Management
    • Request Management
    • Service Catalog
    • Service Desk
    • Service Portfolio Management
    • Service Level Management
    • Task Outage
    • Collaboration services
    • Vendor Manager Workspace
    • Vendor Performance
    • ITSM Analytics and Reporting Solutions
    • IT Service Management integration with Microsoft Teams

    Tags:

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    Release version
    Choose your release version

      IT Service Management

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      IT Service Management

      The IT Service Management (ITSM) solution provides scalable workflows to manage and deliver IT services to your users all through a single cloud-based platform. The ITSM solution can help increase your agents' productivity, resolve issues quickly, and improve user satisfaction. Also, powered by platform native AI, you can quickly accelerate technology changes and view recommended actions for incoming tickets or requests and drive self-service and automation through enterprise chatbot technology. The NOW Platform also provides users access to ITSM via mobile or web-portal interfaces.

      ITSM is the foundation of digital transformation

      Transform the impact, speed, and delivery of IT services

      The Now Platform was built for the cloud and has its own shared data model, AI, and workflow automation that are leveraged by many IT applications. The combination of the ServiceNow platform and applications helps you increase productivity by automatically identifying and resolving issues, which reduces the negative business impacts of unplanned, non-strategic work.

      Comparing a typical IT department with scattered tools to the Now Platform linking IT functions

      View and download the full infocard for a highlight of ITSM features.

      Enhance the service experience

      Automate support for common requests with virtual agents powered by natural language understanding (NLU). Engage users with natural, human conversation to provide consistent good customer service experiences.

      Consolidate IT services

      Rapidly consolidate existing tools to a single system of action in the cloud.

      Improve IT productivity

      Use machine learning algorithms and virtual agents to automate routine tasks and increase the productivity of agents.

      Gain visibility into processes and services

      Get full visibility into any process or service with built-in dashboards and analytics providing real-time, actionable information to improve service quality.

      Provide mobile connectivity

      Enable employees to find answers and get work done from a modern mobile application.

      Enhance the service experience

      Enhance the service experience

      Automate routine agent interactions and increase the speed of resolution. With supervised machine learning, you can automate incident categorization and assignment and eliminate bottlenecks created by manual incident triaging. Meet increasing demands without further adding staff and empower existing IT staff to focus on more meaningful work.

      Consolidate IT services

      Consolidated IT services diagram

      Reduce the number of separate tools your company uses to provide a consistent service experience regardless of the issue or the request. Consolidating IT services enables you to better manage and allocate resources and track performance. You can have a single reliable source of information where performance is monitored in real time and data is easy to capture and report.

      Improve IT productivity

      Improved IT productivity through chatbots and machine learning

      Accelerate resolution with built-in machine learning. Chatbots provide immediate resolution to common questions. With ITSM Virtual Agent in action, you can have employees with 24*7 support service. Service desk agents can take advantage of machine-learning automation to resolve incidents and recommend resolutions for agents based on similar incidents solved in the past.

      Gain visibility into processes and services

      Gain visibility into processes and services

      Make smarter decisions with real-time analytics across the entire IT value chain. Get new insights into service performance using data trends and forecasts. With Performance Analytics, you can anticipate trends based on current conditions and past performance and identify areas where automation can increase efficiency.

      Provide mobile connectivity

      Advantages of the mobile platform

      Stay connected and access information in real time using the ITSM mobile agent. You can access work assigned to you or your group, receive push notifications, and approve or reject change requests and requested items. The ITSM mobile agent is available on the iOS platform from the Apple App Store or on the Android platform from the Google Play Store.

      Edge Encryption for ITSM Virtual Agent within ITSM

      Edge encryption provides you with direct control over your data security. Encryption and key management are performed on your intranet between your browser and your ServiceNow instance.

      See Understanding Edge Encryption.

      Because edge encryption is enabled on a proxy server on your side of the network, there is significant planning, network administration and management, and setup required.

      See Planning for Edge Encryption.

      To install edge encryption, see Edge Encryption installation.

      To configure edge encryption, see Edge Encryption configuration.
      Note: There are limitations when using edge encryption. See Edge Encryption limitations.

      Get started

      • Set up the service management module for a modern ITSM experience. To learn more, see Customer Success Center.
      • Learn about the different ITSM packages that work for your business on the ServiceNow Products website.
      • Take an ITSM course to manage and deliver services to your users. To sign up, go to ServiceNow training and certification.
      • Read the product documentation, beginning with IT Service Management.

      Applications and features

      • Machine learning solutions for IT Service Management
      • Workforce Optimization for ITSM
      • Asset Management
      • Contract Management
      • Procurement
      • Product Catalog
      • Benchmarks
      • Change Management
      • Coaching
      • Continual Improvement Management
      • Expense Line
      • ITSM Virtual Agent
      • Walk-up Experience
      • ITSM Agent Workspace
      • ITSM Predictive Intelligence Workbench
      • Incident Communications Management
      • Incident Management
      • On-call scheduling
      • Problem Management
      • Release Management
      • Request Management
      • Service Catalog
      • Service Desk
      • Service Portfolio Management
      • Service Level Management
      • Task Outage
      • Collaboration services
      • Vendor Manager Workspace
      • Vendor Performance
      • ITSM Analytics and Reporting Solutions
      • IT Service Management integration with Microsoft Teams

      Tags:

      Feedback

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