Service Now Overview

IT Service Management

ITIL – IT Infrastructure Library

  • ITIL is the set of practices for Information Technology Service Management to achieve quality service and overcome difficulties associated with the growth of IT systems. ITIL defines processes, procedures, tasks and checklists that are not organization-specific, used by an organization for establishing integration with the organization's strategy, delivering value and maintaining a minimum level of competency.

Main Focus
  • IT Service Automation applications evolve the service model so that IT can spend more time delivering innovative business solutions and less time managing infrastructure overhead. ServiceNow enterprise IT users can replace redundant processes and fragmented service systems with an application suite that utilizes a single data model. This provides a single system of record for IT. With ServiceNow, IT can consolidate legacy systems, automate manual tasks, and consumerize the user experience.
Product Overview

IT Service Automation Applications

Asset Management
  • As software costs continue to rise and the risk of getting audited increases, Software Asset Management (SAM) helps organizations track software used in the enterprise. This consolidate lifecycle automation
Change and Release Management
  • Reduce risks of change and improve release of services to Business
Configuration Management
  • Service Now Configuration Management Database (CMDB) – collection of IT assets referred to as Configuration Items (CI)
Incident Management
  • This process help to restore a normal service as quickly as possible with minimize impact on business operations.
IT Cost management
  • This process control the financial cost of IT services and assets. This module provides more details – what is being spent, where & why costs are being occurred. Reporting and tracking of cost to provide service.
IT Governance, Risk and Compliance
  • This automates business critical process of Sarbanes-Oxley (SOX).
Problem Management
  • This helps to identify the cause of error in the IT infrastructure which are usually reported as occurrences of related incidents.
Project Portfolio Management
  • This helps to measure the progress of several projects at the same time and create multi-projects reports for analysis.
Resource Management
  • This enables resource requests – resource plans and request resources. Resource managers can see which resources are available and which busy at a given time. They can select resources under their control to work on the tasks. All users can add tasks. Reports on resource utilization and availability.
Service Catalog
  • Self-service opportunity for customers. A single portal to present all service and product offerings. A standardize approach to request fulfillment. Management of customer expectations.
Software Development Lifecycle
  • The SDLC project will collaboratively implement single SDLC process using SeviceNow platform. The SDLC will accommodate both Waterfall and Agile development methodologies.
Vendor Performance Management
  • This helps organizations manage, evaluate and compare vendors.
Work Management
  • This helps organizations manage work tasks of any kind that needed to be performed.
Benefits of Service Now
Benefits of standardizing Service Management
  • Increase customer satisfaction
    • Identify issues before they occur
    • Reduce time to resolution
    • Transparency
    • Simplify interaction
  • Increase staff satisfaction
    • Standardize the processes
    • Reduce number of tracking systems
    • Help prioritize work
  • Offer information to our community about the services we provide
  • Establish process of ordering and obtaining service from IT Services
  • Improve SLAs – reduce issues and downtime with our services
  • Handle incidents and problems in timely manner
Technology
  • IT Service Automation
  • IT Operations Management
  • IT Governance
  • IT Business Management
  • Service Integration and Management
  • Application Development
  • Service Relationship Management
  • Enterprise Shared Services
Our Services
  • Phase 1
    • Strategy and Analysis
    • Assessment
    • Plan and Discover
    • Incident, Problem, Change and Configuration Management Implementation
    • Deployment Support and Operate
  • Phase 2
    • Optional Service Catalog and Request Implementation
    • Engagement and Adoption Services

Strategy and Analysis Service

Description

Introduce the ServiceNow methodology to the customer. Best practices for ServiceNow deployment approach.

Service Scope

Consulting services for ServiceNow Products and Service Now methodologies

Customer Benefits
  • Increase customer satisfaction
    • Identify issues before they occur
    • Reduce time to resolution
    • Transparency
    • Simplify interaction
  • Increase staff satisfaction
    • Standardize the processes
    • Reduce number of tracking systems
    • Help prioritize work
  • Provides a comprehensive report that outlines the existing capabilities             (infrastructure, orchestration and automation, monitoring and assurance, security and governance, etc)
  • Using pre-defined framework, we analyze the customer’s major gaps between current and future state requirements, and devise a proposed roadmap to deliver against the requirements.

Timeframe

0+5 days engagement length

Deliverables
  • Deliver end-to-end automated solutions which include technical implementation of the ServiceNow Platform, Core Systems and Applications
  • Service Now best practices for automating ITSM process, process goals and objectives, relationship with processes, process flow and process control. 
  • Process roles and responsibilities – detailed and summarized in RACI matrix
  • Packaged training content built for fullfillers of the SeviceNow applications
  • Configuration Decisions and Actions
Alpinesoft ServiceNow Service Portfolio