FEATURE: IT MANAGEMENT SYSTEMS
• Elevate the service experience – By
automating support for common
requests with virtual agents,
organisations can provide consistently
great service and allow staff to work on
more meaningful tasks
• Improve IT productivity – Using Machine
Learning to automate routine tasks
increases employee and agent productivity
• Achieve new insights – Full visibility
with built-in dashboards and analytics
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incidents based on the requester’s
description, Agent Intelligence is
able to ‘learn’ from historical request
patterns, allowing it to become
increasingly accurate in its predictive
recommendations
• Performance Analytics – Performance
Analytics puts the power of data in the
hands of the stakeholders and subject
matter experts – workers, owners,
and executives – who are responsible
CONTINUAL IMPROVEMENT
MANAGEMENT (CIM) ALIGNS DATA,
PEOPLE AND BUSINESS GOALS FOR
MANAGING AND MEASURING THE
STRATEGIC ROADMAP FOR
IT IMPROVEMENTS.
provides real-time, actionable information
to continually improve services
• Consolidate IT services – Using built-in
best practices enables organisations to
rapidly consolidate inefficient tools to a
single system of action in the cloud
Can you go into detail about what
you provide in terms of ITSM?
ServiceNow IT Service Management (ITSM)
provides a modern service management
solution in the cloud. Our single system of
action allows organisations to consolidate
tools, transform the way services are
delivered and improve customer experience.
• Virtual Assistant – Virtual Agent
provides instant resolution to repetitive IT
service tasks and requests with self-service
responses delivered via an automated,
conversational chatbot. Customers
receive consistently great service 24/7
and IT staff are freed to work on more
meaningful tasks, allowing for greater
scalability and smarter resource spend
• Agent Intelligence – Agent Intelligence
uses Machine Learning to automatically
categorise and route issues to increase
agent efficiency to lower time to
resolution. By automatically categorising
40
INTELLIGENTCIO
for successful service delivery. With
Performance Analytics, you can use
data visualisations to anticipate trends,
prioritise resources and drive alignment
with business goals
• Continual Improvement Management
– Continual Improvement Management
(CIM) aligns data, people and
business goals for managing and
measuring the strategic roadmap for
IT improvements. With a structured
framework and workflow, CIM enables
cross-team collaboration and ensures all
improvements are efficiently reviewed
and prioritised
• Incident Management and Problem
Management – Restore service after an
unplanned interruption by investigating
the root cause of an incident or
escalating it to a major incident to
quickly resolve critical service disruptions.
Leverage trend analysis and periodic
service configuration reviews to minimise
and prevent future issues
• Change Management – Control IT
change processes to minimise the
risks and costs associated with rapid
unplanned changes. Automate the
planning and scheduling of CAB
meetings with CAB Workbench and
set expectations for planned changes.
www.intelligentcio.com