What is ITSM Pro?
As practitioners of the dark arts, or rather IT Service Management (ITSM), we have seen the value of combining People, Processes, and Technology to achieve business outcomes. Increased customer satisfaction, reduced outages, and faster response and resolution times are all worthy goals, but the real fun lies in asking, “What’s next?”
With ITSM’s Continual Service Improvement included in ITSM Pro, you can keep asking the right questions that drive the business forward.
The Value in People, Processes, and Technology
Keeping in mind “People, Processes, and Technology,” any component missing or lacking has a direct impact on the desired digital transformation and impedes the ability to take advantage of the robust improvements that ServiceNow is continuing to bring to the platform.
Adopting a Service Management Office (SMO) and governance is an ideal first step. The SMO is the creator and maintainer of the ITSM strategic roadmap and should routinely ensure that the People, Process, and Technology are in alignment and use governance to ensure it stays that way. A SMO needs to be established with the legitimate authority for being the strategic contributor and lynchpin to the digital transformation that your organization is undertaking.
The Service Management Office should establish itself as a “center of excellence” for ITSM processes and functions. Shared experience and expertise will be the catalyst for process integrity, knowledge, training, reporting, and continual service improvement. Finally, and most importantly it will be the incubator for enhancements that can be gained on the ServiceNow investment. Once your ITSM processes are well established and your organization is consistently executing on expectations the real fun can begin. In other words, once Process and People are in alignment and cohesive with each other, you can go back to Technology.
ServiceNow ITSM Pro
ServiceNow ITSM Pro allows your organization to take its ITSM to the next level. Performance Analytics gives deeper and more powerful data to the SMO and the stakeholders throughout the organization. Predictive Intelligence brings in the power of Artificial Intelligence (AI) to the platform, automating assignment of tasks, reducing resolution time, and automatic identification of Major Incidents. By combining your new AI with Virtual Agent’s Natural Language Understanding (NLU) you can take advantage of the true Tier-0 support for your customers. Dynamic Translation allows you to meet your customers from around the world when and where they would like.
Request a quote today and find out how you can increase customer satisfaction, reduce outages, and ensure faster response and resolution times with ITSM Pro.
