ServiceNow IT Service Management (ITSM) is a modern, cloud-based, silo-busting service management solution.

The IT Service Management (ITSM) solution provides scalable workflows to manage and deliver IT services to your users all through a single cloud-based platform.

The ITSM solution can help increase your agents’ productivity, resolve issues quickly, and improve user satisfaction. Also, powered by platform native AI, you can quickly accelerate technology changes and view recommended actions for incoming tickets or requests and drive self-service and automation through enterprise chatbot technology. ServiceNow provides users access to ITSM via mobile or web-portal interfaces.

ITSM features include:

	Enhance the service experience Automate support for common requests with virtual agents powered by natural language understanding (NLU). Engage users with natural, human conversation to provide consistent good customer service experiences.
	Consolidate IT services Rapidly consolidate existing tools to a single system of action in the cloud.
	Improve IT productivity Use machine learning algorithms and virtual agents to automate routine tasks and increase the productivity of agents.
	Gain visibility into processes and services Get full visibility into any process or service with built-in dashboards and analytics providing real-time, actionable information to improve service quality.
	Provide mobile connectivity Enable employees to find answers and get work done from a modern mobile application.

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Customer Service Management (CSM) is a set of workflows and tools for optimally overseeing and tracking all interactions with a business’s customers.

ServiceNow CSM helps you drive customer loyalty with connected digital workflows which join customer service with other departments using AI and workflow to assign, manage, and resolve complex issues end-to-end.

Monitor trends as well as products and services to notify your customers when they are affected by issues. In addition, proactively fix issues before customers know they have them. Deliver a personalized customer experience while increasing agent efficiency, driving action to instantly take care of common customer requests using resources like the portal, service catalog, virtual agent, and online communities.

The goal of CSM is to comprehensively manage the customer experience, regardless of the engagement channel or type of interaction/transaction. CSM also is known as Customer Experience Management CSM focuses on:

• Automating common tasks to make the customer experience feel effortless and seamless
• Connecting departments, workflows, and systems to proactively resolve customer issues
• Pinpointing and proactively resolving issues before customers make contact

Highlight of Customer Service Management features:

	Make it easy for customers to engage Provide effortless customer service across any channel at any time.
	Assign tasks across the enterprise Connect customer service with engineering, field service, finance, and other teams.
	Monitor for issues and create cases automatically Proactively monitor customers’ products and services and take action on potential issues and outages.
	Prevent future calls Fix underlying issues to eliminate calls, drive knowledge-base content changes, preemptively notify customers when there are issues, and act on trends revealed in ServiceNow Performance Analytics.
	Reduce case volume with self-service Encourage customers to help themselves with a self-service catalog, communities, knowledge base, and portal.

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Field Service Management (FSM) application helps organizations manage work tasks performed on location

The ServiceNow Field Service Management (FSM) application helps organisations manage work tasks performed on location. Match tasks to agents based on skills, geographic territory assignments, and available inventory. Agents can record details on assigned tasks like completion status, travel time to jobs, and time spent.

 Field Service Management features include;

	Efficiently manage technicians and tasks based on location Use maps in Field Serviceto view assigned and unassigned agent tasks and optimize task routes.
	Drag and drop work assignments based on proximity, availability, and skills Drag and drop tasks to agents using Central Dispatch.
	Empower technicians with an optimized mobile application Accept or reject tasks, track travel and work time, display tasks or parts and do more using the Field Servicemobile application.
	Improve insights with reporting and dashboard

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ServiceNow IT Operations Management (ITOM) gives full visibility into your infrastructure and services

Get better visibility into your infrastructure and services, prevent service outages, and expand your organization’s operational agility with ServiceNow IT Operations Management.

Accelerate your cloud strategy with IT Operations Management. Improve your organization’s cloud utilization, drive down costs, automate requests, and aid in approvals and governance of the infrastructure that supports native cloud environments.

Instantly see the service impact of your infrastructure issues and changes, simplify root-cause analysis, and reduce mean time to repair (MTTR). End-to-end discovery and service mapping gives you an accurate, up-to-date CMDB view of your IT infrastructure and services. The resulting complete and reliable record is used bother ServiceNow applications, such as ITOM Health, ITOM Optimization, and Software Asset Management. In this way, you can improve service quality, strengthen change processes, reduce risk, optimize infrastructure spend, and minimize software compliance issues.

Highlight of IT Operations Management features:

	Get visibility into your infrastructure and services Take charge of your infrastructure and services from one source. Improve service quality, strengthen change processes, reduce risk, optimize your infrastructure spend, and minimize software compliance issues.
	Avoid and solve service issues effectively Free up your IT staff from time-consuming, error-prone tasks and drive down service outages with AIOps. Accelerate issue resolution with relevant and contextual change, problem, and incident data.

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