IT Service Management Across Industries
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Questions and Answers

What percentage reduction in incident resolution times has the Division of Information Technology achieved with ServiceNow ITSM?

  • 25%
  • 66%
  • 75% (correct)
  • 50%

    • What services can users request through the IT Support Center portal?

  • Setting up bank accounts
  • Creation of a website for research projects (correct)
  • Procurement of new software licenses
  • Technical support for hardware issues

    • How much has Banco de Costa Rica increased its workflows since integrating ServiceNow ITSM?

  • 48%
  • 35%
  • 10%
  • 22% (correct)

    • Before integrating ServiceNow, what method did the city of Raleigh primarily use to track ticket status updates?

    <p>Spreadsheets and email</p> Signup and view all the answers

    What is a key benefit of ServiceNow ITSM for employees?

    <p>It enables employees to solve issues 24/7 and get consistent information.</p> Signup and view all the answers

    What was the reduction in incorrectly routed incidents achieved by the Division of Information Technology?

    <p>66%</p> Signup and view all the answers

    How did The Star Entertainment Group utilize ServiceNow ITSM?

    <p>To digitalize their processes and increase service efficiency.</p> Signup and view all the answers

    What technology does ServiceNow ITSM employ to aid IT staff?

    <p>Machine learning and virtual agent chatbots.</p> Signup and view all the answers

    What impact did Banco de Costa Rica see in the number of customer requests after using ServiceNow ITSM?

    <p>Increased by 48%</p> Signup and view all the answers

    What change did ServiceNow ITSM bring about regarding the IT team's visibility?

    <p>It provided real-time visibility into the entire infrastructure.</p> Signup and view all the answers

    What was the change in the number of employees in the city of Raleigh's IT call center after implementing ServiceNow?

    <p>Reduced from eight to two</p> Signup and view all the answers

    What was the effect on service requests outside the bank of Banco de Costa Rica after implementing ServiceNow ITSM?

    <p>Increased by 41%</p> Signup and view all the answers

    What is a stated goal of ServiceNow ITSM concerning decision-making?

    <p>To improve decision-making through intelligent automation.</p> Signup and view all the answers

    What is one of the results of using ServiceNow ITSM at The Star Entertainment Group?

    <p>A proactive approach to resolving potential problems.</p> Signup and view all the answers

    How does ServiceNow ITSM enhance overall IT productivity?

    <p>By boosting productivity through automation and AI technologies.</p> Signup and view all the answers

    What disruption can ServiceNow ITSM help to identify for the IT team?

    <p>Increasing load trends within applications.</p> Signup and view all the answers

    What is the primary focus of IT Governance as opposed to IT Management?

    <p>Setting standards and objectives</p> Signup and view all the answers

    What was the total cost saving achieved by the city on IT service desk costs?

    <p>$315,000</p> Signup and view all the answers

    Which metric is suggested for measuring IT performance in the context of providing web hosting services?

    <p>Percentage of server uptime</p> Signup and view all the answers

    How many daily visits did the employee portal experience?

    <p>300</p> Signup and view all the answers

    How does IT Governance assist in budgetary matters?

    <p>By monitoring IT spending to align with business needs</p> Signup and view all the answers

    Which application did The Francis Crick Institute build to manage COVID-19 testing?

    <p>7</p> Signup and view all the answers

    In disaster planning, what does IT Governance emphasize?

    <p>Establishing damage control procedures</p> Signup and view all the answers

    What was the improvement percentage in case resolution rates after implementing ServiceNow ITSM at 7-11?

    <p>205</p> Signup and view all the answers

    What should be a vital consideration for IT Governance according to COBIT?

    <p>Where performance measuring points should be located</p> Signup and view all the answers

    What role does feedback from customers play in IT Governance?

    <p>It's an indication of whether IT objectives are being met.</p> Signup and view all the answers

    What was the primary benefit of the track-and-trace application for Francis Crick Institute staff?

    <p>1500</p> Signup and view all the answers

    What aspect of IT Governance is crucial during crisis management?

    <p>Preparation of backup redundancy standards</p> Signup and view all the answers

    What was the result of separating customer feedback from help requests at 7-11?

    <p>75</p> Signup and view all the answers

    How many scientists and support staff work at The Francis Crick Institute?

    <p>1500</p> Signup and view all the answers

    Which of the following is NOT a benefit of IT Governance?

    <p>Enhancing communication among IT staff</p> Signup and view all the answers

    What aspect did ITSM governance focus on for extending its advantages?

    <p>600</p> Signup and view all the answers

    Why is it important to put severity levels for incidents in an IT department?

    <p>To prioritize major and high-risk problems affecting operations.</p> Signup and view all the answers

    What does KPI 4 track in relation to security-related downtimes?

    <p>The number of downtimes due to security concerns.</p> Signup and view all the answers

    What is the purpose of hiring white-hat hackers according to the content?

    <p>To test the security system and identify vulnerabilities.</p> Signup and view all the answers

    How does KPI 6 help the IT team in managing security?

    <p>By categorizing weaknesses based on severity identified during tests.</p> Signup and view all the answers

    In what way does the documentation of security-related downtimes serve the organization?

    <p>It can be used for explaining quarterly reports.</p> Signup and view all the answers

    How can IT governance help an organization build a reputation for responsive service?

    <p>By establishing and monitoring incident resolution times</p> Signup and view all the answers

    What is a significant challenge IT professionals face in security management?

    <p>Crediting the effectiveness of prevention measures</p> Signup and view all the answers

    Which KPI tracks the effectiveness of security measures based on vulnerability or previous incidents?

    <p>Number of Implemented Preventative Measures</p> Signup and view all the answers

    What does the Implementation Duration KPI measure?

    <p>Time elapsed from recognizing a security concern to resolution</p> Signup and view all the answers

    Which of the following is tracked by the Number of High-Risk Security Incidents KPI?

    <p>Severity level of security incidents encountered</p> Signup and view all the answers

    Why is proving the effectiveness of a security system particularly challenging?

    <p>Because a functional system can mask undetected threats</p> Signup and view all the answers

    What aspect does IT governance regulate for an internet-based stock trading platform?

    <p>Daily transaction volume thresholds for success</p> Signup and view all the answers

    In the context of ITSM, how are security concerns typically handled?

    <p>By implementing measures characterized by previous intrusions and perceived risks</p> Signup and view all the answers

    Study Notes

    IT Service Management in Different Industries

    • ServiceNow ITSM is a cloud-based, silo-busting ITSM solution consolidating legacy tools.
    • It uses AI and machine learning with virtual agent chatbots to boost IT staff productivity by 30%.
    • ServiceNow ITSM boosts employee satisfaction by enabling 24/7 issue resolution, providing consistent information.

    Entertainment Industry

    • Star Entertainment Group uses ServiceNow ITSM for Project Renovation.
    • Digitalization of over 80 paper-based processes improved efficiency.
    • Real-time infrastructure visibility helps with proactive problem diagnosis and resolution.

    Education Industry

    • University of Maryland uses ServiceNow ITSM for unified IT support.
    • Creating a unified support center portal increased access to services and faster issue resolution.
    • Improved support for students and staff resolving issues quickly.

    Finance Industry

    • Banco de Costa Rica used ServiceNow ITSM in 2016 for improved service catalog processes.
    • Increased workflows by 22% and customer requests by 48%.
    • Reduced problems by 24% and increased requests outside the bank by 41% via ticketing.

    Government Industry

    • City of Raleigh, California used ServiceNow ITSM to replace six legacy service management solutions.
    • Reduced IT call center staff from eight to two.
    • IT service desk costs decreased by $315,000 with 25% reduction in manual entries.

    Healthcare Industry

    • Francis Crick Institute used ServiceNow ITSM for a track-and-trace application in 22 days.
    • Automating workflow synced with building entry system for critical research needs.
    • Improved testing, results, and notification systems.

    Retail Industry

    • 7-11 used ServiceNow ITSM to create a 7-Help Customer Help Desk.
    • Improvement in case resolution rates by 205%, and customer service response time reduction by 75%.
    • Created separate help desks for IT and facilities maintenance, and integrating customer feedback.

    IT Governance and Security

    • COBIT is a framework for IT governance and management practices.
    • ITSM governance, setting standards and objectives is distinct from execution.
    • Performance Measurement within organizations is influenced by IT governance.

    Disaster Planning

    • IT governance standards apply to disaster planning, enabling clear damage control procedures.
    • Critical data is securely stored to withstand severe disruptions like massive data calamity.

    ITSM Security KPIs

    • KPI 1: Number of Implemented Preventative Measures tracks security measures implemented.
    • KPI 2: Implementation Duration measures the time from identifying a security concern to its resolution.
    • KPI 3, 4, and 5 track high-risk security incidents,security downtimes and number of security tests, respectively.

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    IT Service Management in Different Industries (PDF)

    Description

    This quiz explores the implementation of ServiceNow ITSM across various industries, including entertainment, education, and finance. Learn how organizations leverage ITSM to improve efficiency, enhance employee satisfaction, and streamline processes. Gain insight into the specific benefits observed in different sectors.

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