Features
Why would you consider Service-Now? If you want to...
- If you want to implement one or all of the ITIL processes including incident, problem, change, configuration and release management and integrate these processes into a configuration management database;
- If you want to use a system that is flexible, ITIL designed from the ground up and thoroughly Web 2.0 in look and feel;
- If you need a system that allows you to focus on what you do best and use your valuable time efficiently to achieve your goals. Using Service-now, we will show you how to improve and streamline your IT service and asset management processes.
Service-now includes the following integrated applications:
Incident Management
Service-now supports your Incident Management process with on-demand capabilities to record incidents, classify according to impact and urgency, assign to appropriate groups, escalate, and manage through to resolution and reporting. Detailed Features
Change Management
Change Management helps organisations understand and work to minimise risks of changes to the IT environment. Service-now helps implement your Change Management process by providing on-demand capabilities for creating, assessing, approving and implementing changes to your environment. Detailed Features
Release Management
Release Management helps reduce the risk of IT changes to
hardware, software and services. Service-now.com helps implement
your release management discipline by providing on-demand
capabilities for planning, building, testing, quality assurance,
scheduling and deployment of hardware, software and services.
Definition and enforcement of release readiness procedures and
requirements are all part of the Service-now.com Release Management
module. The module is designed to track release phases
for auditing purposes and manages release candidates within the
definitive media library (DML). Detailed Features
Service Portfolio and CMDB
Service-now.com Service Catalog supports the creation and
publication of both business and technical services managed
within a single service portfolio. Service managers can easily
define the service lifecycle including service terms, entitlements,
SLAs, resource requirements, workflow procedures and retirement
activities. Because the configuration management database
(CMDB) is the foundation of the Service Catalog, service definition
is an automated process. Service-now.com presents managed services in list format and via graphical business service mapping.
Service managers and administrators can publish services within
the Service Request Catalog allowing end-users to request goods
and services in a way they have grown to expect from consumer
applications. Detailed Features
Asset Portfolio and Contracts
Service-now.com Asset Management capabilities help IT track and
optimise resources at every stage of the asset lifecycle. IT asset
management helps manage the physical, financial and service
attributes of IT hardware and software assets including the four
Cs of asset management: characteristics, configuration, costs and
contracts.
It is the discipline of managing finances, contracts and usage of
IT assets throughout their lifecycle for the purpose of maintaining
an optimal balance between business service requirements, total
costs, budget predictability and contractual and regulatory compliance.
IT asset management activities include the management of
inventory, software licenses, vendors, procurement, leases, warranties,
cost accounting, retirement and disposal. Detailed Features
Service Request Catalogue
Service-now.com's Service Request Catalog provides a single human interface to any ITIL discipline. Your user's won't have to know if they are dealing with Incident, Change, or Release. The people servicing the request will have exactly the information they need. Your users will get what they want faster and easier, while the IT personnel fulfilling the request will have the necessary approvals, information and process to get the job done. Your users will say "I opened an IT request, wow, that was easy". The IT staff will marvel that the requester actually filled in all the required data. Information will flow smoothly from a simple request to a potentially complex fulfillment workflow. Detailed Features
Discovery
Service-now.com's Discovery automatically populates and maintains an accurate and up to date CMDB. It discovers all network attached configuration items that make up the IT infrastructure (OSI layers 2 through 7) and determines the logical and physical relationships between CI’s. Integrating Discovery to the CMDB and enabling improved change, incident and problem management processes reduces the mean time to repair for production services and improves the ability to make the sound business decisions. Detailed Features
Service Level Management
Service Level Management (SLM) can be used to increase a positive
perception of IT by highlighting successful fulfillment of agreed
upon services. More fundamentally, SLM provides a framework
in which IT can work with business users to define and measure
their ability to meet commitments. Similar to Workflow and CMDB,
Service Level Management is a foundational component of all
Service-now.com modules. SLAs are defined using a graphical
workflow interface that allows users to easily specify actions
based on time durations and percentages. The SLM module
tracks response times and reacts to service availability by enacting
escalations and notifications. SLAs, operational level agreements
(OLAs) and underpinning contracts (UCs) are tracked independently
and are aggregated under parent SLAs. Built-in reporting
allows IT to share measured results with business owners or to
keep the results to determine how to better deliver on commitments. Detailed Features
Knowledge Management
There are many sources of knowledge across an organisation
including personnel knowledge, disparate documents, internal
and external knowledge databases, known error repositories and
Internet search engines. Knowledge Management sets out to
centralize disparate knowledge so that it can be easily accessed
by IT staff. In practice, a comprehensive knowledge management
strategy can eliminate the dependence on specific individuals,
increase the overall knowledge of the IT staff and speed service
desk response and resolution times. Service-now.com facilitates
lifecycle management of knowledge including authoring, validation,
approvals, updating and retirement. Free-form text fields, multiple
attachment formats, and integration to knowledge sources including
internal knowledge bases such as Sharepoint and external
knowledge sources such as Yahoo!, Google and Wikipedia are
all part of the package. The Service-now.com Knowledge Base
plays an active role in employee self-help, incident management,
problem management and known error correlation. Detailed Features
Employee Self Service
Service-now’s Employee Self-Service application gives supported end users a clean, simple front end to their IT support organisation. Users can access knowledge, report incidents, and access the organisation’s Service Catalogue to order goods and services. Detailed Features
Problem Management
Problem Management helps to identify the cause of an error in the IT infrastructure that is usually reported as occurrences of related incidents. Resolving a problem means fixing the error that will stop these incidents from occurring in the future. While Incident Management deals with fighting symptoms to incidents, Problem Management seeks to remove the causes of incidents permanently from the IT infrastructure. Problem resolution and elimination of root cause often calls for applying a change to the configuration item in the existing IT environment. Detailed Features
