The Evolution of IT Service Management from Ticket Handling to Value Creation

It is a busy Monday morning. Your sales team logs in for the weekly pipeline review. But the CRM goes down. Your IT team starts receiving emails. The phone begins buzzing. An executive logs a ticket. The manager escalates the issue. 

Amidst this, your IT commandos get kitted up and resolve the issue. By noon, they restore the system. Tickets get closed. The CRM goes live! Kudos to IT. Now, do you sense a problem here? IT resolved the issue. But could ITSM add any value beyond firefighting? It couldn’t because you confined service management to ticket handling.

However, ticket handling alone doesn’t suffice. ITSM must evolve from ticket handling to value creation. Thankfully, it has been implemented in companies with ServiceNow IT service management. Here’s a blog that delves a little deeper into the details.

Challenges Companies Face When ITSM is Only About Ticket Handling

Here are some challenges companies face when they restrict ITSM to handling tickets.

• High Ticket Volumes: IT teams remain drowned in ticket management. They usually cannot think beyond resolving tickets.
• Reactive Service Delivery: Incidents are logged after users are affected. Root causes are addressed slowly. Repeat issues become frequent. Repairs are reactive.
• Poor Employee Experience: Processes are efficient yet lengthy and arduous. So, internally, employees are frustrated and unhappy about the ITSM experience. 
• Limited Business Alignment: SLAs are usually met. Yet, downtimes, delays, and productivity losses are pretty common.
• IT Becomes a Cost Center: While already considered a repair shop, the IT department is also seen as a cost center. Success is measured in terms of closure rates, not value.

Situations like the above result from an approach that restricts IT to ticket handling. Therefore, in such companies, IT can never become a strategic powerhouse. But this is where ServiceNow IT service management steps in. Here’s how it flips the script.

How Does ServiceNow IT Service Management Lead to Value Creation?

From managing incidents intelligently to actionable insights, here’s how ServiceNow IT service management proves to be the game-changer.

1. Intelligent Incident and Problem Management

ServiceNow IT service management transforms you from reactive to proactive with automation, AI, and historical data. It redefines user experiences by detecting IT issues before users report them and auto-categorizing, prioritizing, and routing incidents. It also enables you to identify patterns and root causes through problem management. The result is fewer disruptions, a more reliable system, and higher employee productivity.

Read More – Connect with Diacto’s ServiceNow consulting services and redefine what IT service management can achieve

2. Upgraded Service Delivery

Enriched with self-service portals and virtual agents, ServiceNow turns requests into seamless digital experiences. It empowers users to resolve common concerns instantly, auto-fulfill requests through workflows, and suggests knowledge articles in real-time. 

Therefore, employees no longer feel like they are logging tickets. Instead, they feel more empowered, accessing services. Thus, while expediting service, ServiceNow helps reduce support costs and delivers better employee experiences.

3. Service Visibility and Impact Analysis

IT becomes an expense if it isn’t aligned with business outcomes. But ServiceNow IT service management helps you do it. The platform connects incidents and changes to business services with Configuration Management Database (CMDB), service mapping, and dependency relationships. It enables your IT team to determine the business services impacted, business-critical issues, and areas of priority.

4. Workflow Automation

Manual processes make IT unproductive, yet costly. Imagine spending hours of your productive time onboarding and offboarding users! However, ServiceNow automates several repetitive and manual tasks. Some of them include user onboarding and offboarding, accessing requests, changing approvals, and incident escalations. Automation frees your IT staff from administrative work. Your employees spend more time innovating and less time handling routine tasks.

5. Actionable Insights

Often, companies lack full visibility into their IT operations. Hence, they fail to identify recurring issues, cannot assess the impact of change on IT performance, and struggle to improve their IT processes. They cannot generate the reports they need to analyze the situation and change it. 

However, ServiceNow IT service management provides not just reports but actionable insights. It has real-time dashboards and analytics that go beyond basic metrics. Therefore, you can identify trends in recurring issues, assess change impact, and receive experience-level insights. Furthermore, the platform empowers you to measure the contribution of IT services to productivity, delight, and outcomes – precisely value.

Transform Your IT Service Management into a Value Engine with Diacto!

At Diacto Technologies, we understand the role modern IT plays in today’s competitive business environment. It isn’t about closing tickets but preventing disruptions, enabling productivity, and delivering business outcomes. ServiceNow plays a crucial role in this. But switching to ServiceNow IT service management isn’t merely a technical change. It is a mindset shift. We help you do both with our ServiceNow expertise and customization capabilities. Our experts help you leverage ServiceNow IT service management optimally, turning your IT department into a value creation hub. Thus, we don’t just help you close tickets but open new pathways and opportunities for success.

Want to know more? Please email us at info@diacto.com.