ServiceNow ITSM overview

Future proof your digital innovation with our modern, cloud-based, silo-busting ITSM solution

Improved employee and customer experiences are essential for successful digital transformation. However, using siloed IT tools for your digital transformation creates information silos. With disparate data, processes and excessive amounts of time and money spent on firefighting, you’re left with limited resources to create delightful employee experiences.

ServiceNow® IT Service Management (ITSM) is a modern, cloud-based, silo-busting service management solution. With ServiceNow ITSM, you can consolidate on-premises legacy tools to a single cloud platform and stop wasting your money and harness shared data and analytics with automated workflows on the Now Platform® in the Nonstop cloud. Platform-native AI and machine learning along with natural language virtual agent chatbots unburden your IT staff and boost productivity 30%. ServiceNow ITSM lets you:

• Empower employees to self-solve issues 24/7, raise questions, and get relevant, accurate, and consistent information to improve employee satisfaction.

• Make smarter decisions, automate 20%1 of your services, and continually improve your services in role-based workspaces.

• Triage, collaborate, and enable agents to resolve incidents, find answers, and stay connected from anywhere to resolve high- impact incidents and improve agent productivity by 30%1.

Advantages of ServiceNow across the enterprise

Boost IT agent Deliver resilient IT Serve employees productivity with faster services on a single anywhere with platform-native AI ITSM cloud platform always-on IT services resolutions

ServiceNow ITSM customer successes Don’t just take our word for it—see how companies like yours use our IT Service Management to elevate their IT services.

• Reduced the number • Reduced high impact • Saved 1,200 hours of incidents by 50% incidents by 93% annually with automation • Reduced MTTR • Shortened time to • Improved employee (resolution time) by 80% restore service by 6X satisfaction by 2X

Check out our ITSM customer success stories (filter by industry, geography, or solution).

1. Source: Total business value of ServiceNow IT apps, August 2021, Based on the source: The Forrester Certification of ServiceNow’s Value Management Model, Forrester consulting, April 2020 Deliver resilient IT services on a single ITSM cloud platform Stop wasting your money with legacy on-premises IT tools and consolidate to a single system of engagement.

Incident Management Change Management Automatically assign incidents Improve velocity of work while to the correct resolution group minimizing risks and costs of with Incident Management’s unplanned changes. Automate machine learning. Bring changes with DevOps together stakeholders to capabilities and for complex investigate issues and restore changes, automate change services swiftly with the Major advisory board meetings with Incident Management portal. CAB Workbench to accelerate change management.

Problem Management Configuration Management Restore services quickly and (CMDB) often prevent issues from Consolidate IT data silos into a happening in the first place single system of record to let with Problem Management. IT see the functioning of all Structured workflows diagnose assets and related services. root causes and fix problems See the relationships of to eliminate recurring configuration items (CIs) and incidents and minimize the services to proactively manage impact of unexpected the change impacts. disruptions.

Harness shared data and analytics with automated workflows on the Now Platform® within the Nonstop Cloud™.

Performance Analytics Continual Improvement Enable stakeholders—workers, Management owners, and executives— Collaborate and prioritize responsible for service delivery data, people, and business to make smarter, real-time goals to manage your decisions with Performance strategic IT roadmap Analytics. Use data investments with the visualizations to anticipate structured framework and trends, prioritize resources, workflow of Continual and drive IT alignment with Improvement Management business goals. (CIM). Service Portfolio Workspace Vendor Manager Workspace Track and analyze service Track and analyze vendor performance using data from a performance from a single host of ServiceNow and third- destination with Vendor party applications in a Manager Workspace. Get consolidated view. Proactively consolidated insights to make solve service issues, lower smarter decisions that costs, and deliver great service maximize value for your experiences with Service organization. Portfolio Workspace. 2 Boost IT agent productivity with faster platform-native AI resolutions Unburden your IT staff with natural language virtual agents and Agent Workspace to boost productivity 30%1 or more.

Virtual Agent Agent Workspace Resolve repetitive IT Solve issues faster with service tasks and requests Agent Workspace and nearly instantly via Virtual increase employee Agent—an automated, satisfaction. Service desk conversational chatbot. agents get a single pane Give employees 24/7 self- view command center with service and free IT staff to full issue context and work on more meaningful relevant AI-powered tasks for greater team recommendations to scalability and smarter efficiently resolve issues resource spend. quickly.

Identify, track, resolve high-impact incidents and improve agent efficiency by more than 30%

Predictive Intelligence Service Level Management Automatically categorize and Set business expectations and route issues to the correct gain visibility into your IT resolution team with machine team’s service commitments learning, while empowering and performance with Service technicians with AI-assisted Level Management. Prioritize answers for faster resolutions. tasks, check statuses, reassign Predictive Intelligence’s ownership, escalate issues, recommendations become and manage SLAs with the increasingly accurate over visual SLA Timeline. time.

Triage, collaborate, and enable agents to resolve incidents, find answers, and stay connected from anywhere.

Mobile Agent Unchain IT service agents from their desks to let them move work forward through any mobile device of their choosing. Agents update records, collaborate with coworkers, and reassign tasks as needed with simple swipes and gestures.

3 1. Source: Total business value of ServiceNow IT apps, August 2021, Based on the source: The Forrester Certification of ServiceNow’s Value Management Model, Forrester consulting, April 2020 Serve employees anywhere with always-on IT services

Empower employees to self-solve issues 24/7, raise questions, and get relevant, accurate, and consistent information in a single place.

Request Management Knowledge Management Give employees a modern, Share, manage, and use omni-channel way to knowledge from across the interact 24/7 with IT and organization and make it other shared services readily available for shared or groups using any device to private use by IT and enable self-help, employees. Increase employee collaboration, request self-service and boost agent items or services, and get productivity with contextual automated status updates knowledge, driven by machine to ensure expectations are learning. met.

Give employees fast self-help while on the go or from Connect, Slack, Workplace, and Teams messaging.

Now Mobile Embedded Experiences Remove the friction of getting Employees can make work done with Now Mobile, requests and check find answers and complete fulfillment status in Amazon tasks across IT, HR, facilities, Connect, Slack, Facebook finance, legal, and other Workplace and Microsoft departments—all from a Teams messaging mobile app powered by the collaboration tools. Now Platform®. Finally, work life can be as great as real life.

Serve employees 1:1 and improve your employee satisfaction with “genius bar” IT service.

Walk-up Experience Streamline face-to-face IT support requests with Walk-up Experience’s online check-in, real-time queue estimates, and automated notifications help employees manage their time, while improving the service experience.

1. Source: Total business value of ServiceNow IT apps, August 2021, Based on the source: The Forrester Certification of ServiceNow’s Value Management Model, Forrester 4 consulting, April 2020 Make smarter decisions and continually optimize your services and workforce

Maximize your staff productivity while optimizing your processes

Process Optimization Gain greater visibility and actionable insights on process improvements. Maximize efficiency across the enterprise with visual process maps that help you identify inefficiencies and improve productivity.

Workforce Optimization Maximize your most valuable resource – your teams. Manage teams effectively with visibility into performance and maximize output using a 360-view of agent work, schedule, skills and training.

And there’s more… dynamic translation, peer benchmarks, asset management, dashboards and DevOps to improve your service delivery Dynamic Translation Asset Management DevOps Change Use Dynamic Translation to Avoid unnecessary asset Provide out-of-the-box integrations, data modeling remove language barriers in purchases, cut software and workflows which automate change request delivering services to your licensing and support costs by creation from many different DevOps toolchains and employees. Scale support staff tracking the financial, then automate request approvals using sophisticated by enabling them to view and contractual, and inventory of policies based on data from the pipeline and data respond to foreign language hardware and virtual assets already within ServiceNow. Improve auditability by queries in their own native from purchase through providing change managers with reliable data language. disposal with Asset automatically populated and in a familiar interface. Management.

Benchmarks Reports and Dashboards Compare the performance of Combine the power of the your services to the industry Now Platform® with a single averages of your peers. data model to generate and Benchmarks has the industry’s distribute real-time largest anonymized customer information on demand. data set with the most up-to- Choose from predefined or date benchmarks allowing you customized reports and create to continually optimize your eye-catching, role-based services. dashboards in a flash.

5 Continuing learning

Customer Success Center Customer Success Center (CSC) is the one place to find the most insightful tools, content, and resources to support your objectives and get to your desired outcomes faster. CSC’s resources were created by ServiceNow experts and show you:

• How to overcome common obstacles in your ServiceNow journey • Proven activities to accelerate and increase the value you get from ServiceNow • Access to the Success Navigator, Value Calculators, and best practices

ServiceNow Global Services Access ServiceNow Expert Services and ServiceNow Training and Certification for help to thrive, achieve business goals, and drive business transformation.

Visit ServiceNow ITSM product page to learn more. Visit IT workflows page to learn how to digitally transform your organization.

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