ServiceNow ITSM Overview
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Jade Global offers services on the ServiceNow platform, facilitating enterprises in transforming from infrastructure-centric to service-centric operations. The company specializes in IT service management (ITSM), providing solutions to automate workflows, enhance service delivery, and improve IT productivity, while also offering custom application development and comprehensive implementation services. With proven methodologies and a focus on best practices, Jade Global helps organizations leverage ServiceNow for better service management, faster deployment, and optimized operational efficiency.
ServiceNow ITSM Overview
- 1. Jade Global 2019 www.jadeglobal.com Jade Global ServiceNow ITSM Overview Jade Global Services The ServiceNow platform enables enterprises to move from infrastructure-centric to service-centric businesses. They can use ServiceNow as a single system of records for IT, automate manual tasks, standardize processes, consolidate legacy systems, create custom applications and evolve the IT service model to service domains inside and outside the enterprise. ServiceNow® IT Service Management (ITSM) provides a modern service management solution in the cloud. ServiceNow’s system of action allows you to consolidate tools, transform the way you deliver services, and improve the customer experience. With ServiceNow ITSM, you can automate workflows, gain real-time visibility, and improve IT productivity, allowing you to switch your operational investments to innovation. You can accelerate your digital transformation and elevate your service experience by providing consistent end-user services anytime, anywhere, and through any channel, using virtual agents. ServiceNow ITSM is proven to increase productivity levels by up to 20% or more with structured machine learning to automate routine tasks. Plus, you will receive the insights you need to continuously improve. Jade Global provides a full spectrum of services on the ServiceNow Platform to help enterprises Strategize Implement Manage Delivery Expertise Certified ServiceNow Implementation specialists with extensive ServiceNow applications and platform expertise and experience of multiple ServiceNow Implementations. Implementation methodology leveraging industry best practices for processes and Implementation best practices in ServiceNow allows for a robust solution that is scalable, cheaper to maintain. Center of Excellence Dedicated team focused on building Implementation Assets, Integrations to other Enterprise Applications, accelerated Implementation packages and developing solutions. ITSM Project Problem Release Incident Change Request Asset Custom Application Sales Finance HR Marketing SaaS Apps Enterprise Package Apps SAP Oracle EBS Jade Advantages
- 2. Jade Global 2019 www.jadeglobal.com Jade Global Services and Offerings Our advisors bring proven methodologies to work with clients to build effective strategic plans and suggest the technology and integrations that can help an enterprise derive the business benefits through improved Service Management ITSM Advisory Assessment of the business, culture, people, processes and technology allows our experts to develop the strategies and develop plans aligned to the corporate vision. Our ITSM Advisory services include: • Service Management Assessment • Process Development & Improvement • Tool Advisory • IT Asset Management Implementation Health-check Jade ITSM implementation specialists review your existing system for processes and configurations implemented. We make recommendations for improving the effectiveness of the implementation to ensure greater user adoption. Our Health-check services include: • Process Review • Configuration/Code Review • Implementation Approach Review Custom Application Development Services Jade has more than a decade of successfully delivered custom applications for enterprises across multiple development technologies. We specialize in developing custom applications to extend standard functionality of enterprise package applications. We have extensive experience in the ERP, CRM, HR domains and have developed cross platform, cross functional applications in many industries including Hi-Tech, Security, Retail. The ServiceNow Platform allows for Rapid Application Development of enterprise applications while using the power, flexibility and scalability of a world-class Cloud Platform. Our ServiceNow experts have deep design and development expertise and experience and can rapidly deliver self-service and shared systems for HR, Sales,Marketing, Finance, IT, Procurement etc. Strategy and Planning Services We offer an all-encompassing IT Support solution designed to expand your coverage, minimize your risk and reduce your critical systems cost . Our team of certified ServiceNow consultants can provide cost-effective onsite and offshore support services for: • Technical Enhancements • Minor bug-fixes • QA & Functional Testing ► ► ►
- 3. Jade Global 2019 www.jadeglobal.com Jade ServicesNow Implementation • Accelerated fixed price implementation packages for rapid ROI • Expertise across the ServiceNow products suite - Enterprise Applications, Infrastructure Applications and Development Platform • ServiceNow and industry best practices • Certified ServiceNow Implementation specialists • ITIL certified process experts • Process and technical workshops Implementation Services Jade Global offers full life-cycle Implementation Services for ServiceNow ITSM systems or Custom Applications. Whether it’s a new ServiceNow deployment or enhancements or extending footprint across an enterprise, Jade Global leverages experience and knowledge of Industry, domain and platform best practices to deliver high quality services and successful implementations. Our ITIL certified process consultants and certified Service Now specialists ensure your systems are architected and designed to be scalable as you grow. Using an optimum blend of onsite and offshore ServiceNow consultants Jade Global offers rapid and cost effective implementation and Integration services. ► QA and Testing Services We offer comprehensive QA and Testing services for faster and more successful ServiceNow deployments. We have deep expertise in Automated testing using • Open source tools like Selenium. • Automated smoke and regression test suites. • Automated solution integration with test management and bug tracking tools like TestLink, Bugzilla, JIRA, Mantis etc. • Automated solution integration with continuous integrations tools like Jenkins Maximize your ServiceNow Investment and reduce the Total Cost of Ownership with Jade Global’s comprehensive ServiceNow Support ► Jade also offers Manual and Performance testing services. • Support Coverage • 24X7 P1 • Call Handling • Ticket Creation • SLA Monitoring • Escalation Management • Service Desk and Incident Management • Change Management • Release Management • Configuration Manage ► • 16X7 P2, P3 and P4 • Level 1, Level 2 and Level 3 • Problem Management
- 4. Accelerate Enterprise Service Management with Jade RightStart Jade RightStart Implementation Packages Jade RightStart Packages Across the enterprise - whether it’s IT, Facilities, HR, Field Service, Customer Service, or any other service, departments are constantly challenged to deliver the highest level of service while maintaining efficiency and innovation. ServiceNow provides a scalable platform that enables each department to create services, provide an intuitive service experience, and deliver them efficiently. Jade Global provides the services and solutions to help enterprises leverage the platform and maximize their ServiceNow investment. Jade Global’s RightStart packages* are 10-12 week rapid implementation services of the core ServiceNow modules, functionalities, and features designed to lay the foundation for a phased evolution leading to a robust and mature enterprise service management platform. RightStart implementation packages leverage the experience of many successful implementations, methodology, best practice processes and configurations, and Jade’s ServiceNow expertise. *packages include User Training and Post Go-live Support. Jade Global 2019 www.jadeglobal.com Jade RightStart implementation packages are 10-12 week, rapid implementation service packages of preconfigured serviceNow ITSM and Business Management solutions. Jade RightStart is a proven rapid implementation approach based on industry best practices that lays the foundation for driving service management across an enterprise. Process recommendations are driven by ITIL best practices and those that allow for leveraging maximum out-of-the-box ServiceNow functionalities. Core IT Service Management Customer Service Management GRC Project Portfolio Manangement
- 5. Virtual Agent 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. Elevate services with ITSM’s professional applications Agent Intelligence Agent Intelligence uses machine learning to automatically categorize and route issues to increase agent efficiency to lower time to resolution. By automatically categorizing 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 for successful service delivery. With Performance Analytics, you can use data visualizations to anticipate trends, prioritize 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 prioritized. Employee benefit—provides consistent, 24x7 self-service with faster resolutions IT benefit—deflects incidents, removes the burden of repetitive, routine work Employee benefit—ensures requests are routed correctly, resulting in faster responses IT benefit—correctly categorizes requests for faster resolution and increases CSAT Business benefit—allows for data-driven decisions from real-time dashboards and notifications IT benefit—anticipates trends, prioritizes resources, and drives IT’s performance Business benefit—reduces costs and focuses resources on innovation for the business IT benefit—allows cross-team collaboration to manage and measure IT improvements Jade Global 2019 www.jadeglobal.com
- 6. Transform IT with ITSM’s innovative apps 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 minimize and prevent future issues. Employee benefit—gives rapid service restoration and consumer friendly self-service experience IT benefit—accelerates service restoration, and collaborates to drive continual improvementdrive continual improvement Change Management Control IT change processes to minimize 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. Increase user satisfaction and decrease unwarranted ticket requests with automated change notifications. Employee benefit—prevents wasting time in change advisor board meetings IT benefit—minimizes the risks and costs associated with unplanned changes Configuration Management Database (CMDB) Consolidate disparate IT management systems into a single system of action, allowing IT to see exactly what assets are in your IT environment, what services they are related to, and how they’re functioning at all times. See the relationship between the CIs and services to proactively manage the impact of changes on your services. Monitor the quality of your CMDB data with the CMDB Health Dashboard. Asset Management Track the financial, contractual, and inventory details of hardware, devices, and virtual assets from purchase through disposal. Mitigate risk by knowing how every system is configured, what it costs, who has access to it, and what’s installed on it. Get a complete, connected view of your assets, allowing you to identify and resolve issues faster. Business benefit—provides better service visibility and control of your environment IT benefit—makes better decisions with full understanding of risk and impact Business benefit — offers visibility of the financial and contractual details of assets IT benefit — sees the costs, configuration, and access rights of assets for faster resolutions Jade Global 2019 www.jadeglobal.com
- 7. Better work experiences with ITSM Now Experiences apps Request Management and Knowledge Management Give end users a modern, omni-channel way to interact with IT and other shared services groups at any time through any device—enable self-help, request items or services, and collaborate with others. Capture and package knowledge from across the organization and make it readily available for shared or private use by IT and employees. Employee benefit — makes requests from your mobile easy, offers self-help and cross-organizational status updates IT benefit — streamlines service delivery, reduces costs, and automates workflows Service Level Management Set business expectations and gain visibility into your IT team’s service commitments and performance. Proactively manage SLAs with the color-coded visual SLA Timeline that allows managers to see individual SLA progress and events triggering stage changes. Prioritize tasks, check statuses, reassign ownership, and escalate issues when needed, allowing you to always provide your best service for what matters most to your organization. Employee benefit — features greater satisfaction with IT by meeting time and quality expectations IT benefit — align to business priorities by spotting trends and patterns early Reports and dashboards Combine the power of the Now Platform® with a single data model to generate and distribute important information on demand and in real time. Choose from predefined or customized reports and create eye-catching, role-based dashboards in a flash. Business benefit — provides the right data to the right people to make better decisions IT benefit — creates on-demand reports in real time and permits viewing of 200+ predefined reports Benchmarks Benchmarks uses anonymized customer data to bring you the industry’s largest and most up to date benchmarks. This allows you to compare your service management performance to the industry averages of your peers. Now, you can analyze and optimize your own performance against tthe best in the industry. Business benefit — tracks KPI trends over time to measure IT performance outcomes IT benefit — compares your service’s performance to industry peer averages Jade Global 2019 www.jadeglobal.com
- 8. ServiceNow ITSM customer successes Don’t just take our word for it—see how companies like yours use our IT Service Management to elevate their service experiences. 26 countries deployed across with 12,000 users in 9 months Saved $3M by consolidating tools 14,000 users delivered to in just 10 months Customer challenges ServiceNow outcomes Transform IT Standard package Elevate IT services Professional package ITOM, ITBM, Intelligent Apps, and ITSM — Better together Single system of action | Nonstop Cloud Automate the modern workplace Entire portfolio Multiple IT tools Decisions without data Reactive firefighting Manual processes Unhappy employees Reactive priorities Functionally siloed processes Poor customer experience Slow to adapt United IT platform Real-time visibility Switch to innovation Increased IT productivity Higher CSAT scores Insights to improve More productive employees Delighted customers Increased competitiveness Your IT productivity will improve by 20% or more with structured machine learning to automate routine tasks.“ Jade Global 2019 www.jadeglobal.com ServiceNow Customer Outcomes Jade Global provides enterprise business application implementations, integrations, software product engineering, Cloud services, technology advisory, testing, and managed services across diverse industries. We are headquartered in San Jose, California with U.S. offices in Philadelphia and Los Angeles. Jade Global is an Oracle Platinum Cloud Select partner, Salesforce Silver Partner, ServiceNow Silver partner, Dell Boomi Certified System Integrator Partner and Microsoft Gold partner. We have additional strategic partnerships with NetSuite and Zuora. Jade has been recognized as one of the fastest-growing companies in North America by Inc. 5000 and was featured on the Fastest Growing Private Companies list in the Silicon Valley Business Journal.