ServiceNow’s IT Operations Management (ITOM) can seamlessly integrate event management with an enterprise’s existing IT Service Management (ITSM) processes to improve the visibility and quality of their IT services. Enterprises can use ServiceNow to standardize and centralize their service management and increase collaboration between different departments, extending service management beyond IT.
Therefore, ServiceNow provides a single pane of glass view of all the end-to-end business services and IT systems, helping you understand how systems interact with each other. Whenever an issue arises, this allows you to know what the impact will be. When facing a severity of one incident, most companies will gather all relevant resources to attempt to solve the problem. But with ServiceNow ITOM, all teams get real-time visibility every day, which reduces the time it takes to assess problems and detect what caused them.
The Importance of Having a Single Pane of Glass
With a single pane of glass, different functional departments (such as legal, HR, product development, and others) don’t have to bother to learn multiple tracking systems. When there is a problem, everyone’s inbox fills up with emails and alerts from monitoring systems. This creates an enormous event noise, which is only made worse by the need to juggle dozens of emails. The systems team may think that there’s a server problem, while at the same time, the network team may think that there’s a network problem (and so on). But the truth is that the enterprise is dealing with multiple escalations that may take hours for you to understand that everything was related.
First, you should use the Service Mapping feature to map your company’s most important business services. Service maps are crucial when you are trying to identify and resolve any service issues. Next, use ServiceNow Event Management to integrate, deduplicate, normalize, and correlate all the data across your monitoring systems. You will experience a significant reduction in incident noise, despite having your monitoring systems already optimized. Departments won’t have to deal with emails but only with a small number of actionable incidents that are automatically routed to the right SRT team members by the ServiceNow Incident Management.
Single Solution for the Entire Enterprise
With ServiceNow, you will be able to provide a single enterprise-class solution to each one of your teams or departments to enable a consistent UX across the company. The service catalog and centralized solution will bring more visibility to repeat patterns and issues and automate more services, which will help eliminate inefficiency from their processes. As more and more people start using the system, you’ll be able to establish SLAs (service level agreements) based on real data and metrics. Having access to these metrics will enable your IT team to build a better self-service catalog and implement processes to deal with some of the top categories of tickets.
The benefits of ServiceNow go beyond mere noise reduction – it allows companies to view their business service health in real-time. The Event Management dashboard functions as a single pane of glass where companies can see the health of their services instead of struggling with siloed infrastructures on several monitoring systems.For help in implementing and utilizing ServiceNow to get a real-time view of your organization’s systems, feel free to call us or ask a question on Twitter.
