7 Benefits of using a ServiceNow ITSM solution
You might have heard about ServiceNow and its industry-leading ITSM solution. The ITSM has a range of usage, from handling incidents to catering to service requests, managing problems, and addressing changes. ITSM with its exceptional set of tools and workflows is the go-to choice for businesses for developing, delivering, and managing IT services in an optimum way.
But, have you heard about the numerous benefits of using IT Service Management (ITSM)?
Here are the top 7 benefits of using the ServiceNow ITSM solution:
- Flexibility:
The IT department is no longer constrained to working on structured requests. They can work on urgent and critical issues as they arise. Technical resources can prioritize and address issues accordingly, and have the flexibility they need to deliver excellent service. The flexibility is also in terms of the work location of the resources. The cloud-based platform can be accessed from anywhere, anytime, which means the technical experts are not physically bound to a specific location to deliver their service. The remote-work flexibility is a great asset, allowing teams to collaborate on important matters, and deliver solutions swiftly.
- Improved productivity:
A lot of time is wasted in figuring out who needs what, when, how, and where. With ServiceNow, this information is readily accessible to the user or requestor and they can track their requests themselves. This saves a lot of time for the IT department. The real-time availability of information improves productivity, as technical resources can focus and go straight to delivering the required service swiftly. ITSM solution leverages the potential of machine learning (ML), and also AI-powered chatbots to automate routine tasks and improve IT productivity. Since routine workflows are automated, this results in a decreased average incident response time. Moreover, as accurate insights are available to the technical resources, they can quickly intervene to resolve the issue, this results in reducing the meantime to recovery, whenever a service faces interruption.
- Better governance:
All requests are handled via a single system and nothing goes undocumented or unrecorded. This improves governance and ensures that audits are easy to perform and pass. Data analytics, provide actionable insights and enable decision-makers to make the most of their resources. The build-in dashboards provide full visibility of important information and assist decision-makers to make informed decisions. Also, managers can conveniently, and easily track the progress of various projects, this is very useful, in a scenario where teams are distributed and remotely engaged in the project.
- Reduced costs:
Cost Reduction is among the major benefits of ITSM. Businesses that embrace this solution are able to reduce manual tasks because the automation of workflows means that now there is less need for human resources to handle requests. Hence a more efficient use of manpower reduces associated costs too. Moreover, automated workflows result in more work done with the same manpower. Resources are freed from doing the same tedious, repetitive tasks, and can focus their energies and attention on more important areas of their responsibilities.
- Streamlined processes:
All processes are streamlined into one system that makes it easier for everyone to understand what is going on with any given request at any given time without having to depend on multiple channels of information. A culture of collaboration is cultivated, as team members are able to communicate and also see the progress of each other. Knowing where each person is in the process, builds trust and transparency.
- Improve customer satisfaction:
The customer has real-time information about the status of the query. And as the process is now automated, the technical resource can swiftly resolve the issue. This significantly reduces the time-for-resolution and ensures a better customer experience. The result is that companies can observe a marked improvement in customer satisfaction. Moreover, to accurately validate this, feedback can be gathered from customers, about the service quality and their satisfaction level.
- Better Adaptability:
Businesses around the world face a consistent challenge, that is a changing market, new trends, and customer behavior and preferences. To stay ahead, businesses must adapt to the changing reality, the more quickly they do, the better it is. With ServiceNow ITSM, businesses can benefit from increased agility, as it empowers them with the ability to quickly adapt to new changes and innovations. More importantly, is that the ITSM solution is comprehensive and has the capacity to adapt and grow, particularly when businesses are scaling operations and on a growth trajectory.
Conclusion
There are, of course, many more benefits. In the competitive digital world of today, as businesses around the world increasingly rely on IT functions in their daily business operations, the importance of adopting a robust ITSM solution cannot be overstated.
From Municipal governments to Healthcare facilities, from Industries in the energy sector to institutes of higher education, and of course software developer companies; the ServiceNow ITSM solution has exceptional benefits for all. Is your organization ready to reap the immense benefits of ServiceNow ITSM?
