Podcast
Questions and Answers
What percentage reduction in incident resolution times has the Division of Information Technology achieved with ServiceNow ITSM?
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?
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?
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?
Before integrating ServiceNow, what method did the city of Raleigh primarily use to track ticket status updates?
What is a key benefit of ServiceNow ITSM for employees?
What is a key benefit of ServiceNow ITSM for employees?
What was the reduction in incorrectly routed incidents achieved by the Division of Information Technology?
What was the reduction in incorrectly routed incidents achieved by the Division of Information Technology?
How did The Star Entertainment Group utilize ServiceNow ITSM?
How did The Star Entertainment Group utilize ServiceNow ITSM?
What technology does ServiceNow ITSM employ to aid IT staff?
What technology does ServiceNow ITSM employ to aid IT staff?
What impact did Banco de Costa Rica see in the number of customer requests after using ServiceNow ITSM?
What impact did Banco de Costa Rica see in the number of customer requests after using ServiceNow ITSM?
What change did ServiceNow ITSM bring about regarding the IT team's visibility?
What change did ServiceNow ITSM bring about regarding the IT team's visibility?
What was the change in the number of employees in the city of Raleigh's IT call center after implementing ServiceNow?
What was the change in the number of employees in the city of Raleigh's IT call center after implementing ServiceNow?
What was the effect on service requests outside the bank of Banco de Costa Rica after implementing ServiceNow ITSM?
What was the effect on service requests outside the bank of Banco de Costa Rica after implementing ServiceNow ITSM?
What is a stated goal of ServiceNow ITSM concerning decision-making?
What is a stated goal of ServiceNow ITSM concerning decision-making?
What is one of the results of using ServiceNow ITSM at The Star Entertainment Group?
What is one of the results of using ServiceNow ITSM at The Star Entertainment Group?
How does ServiceNow ITSM enhance overall IT productivity?
How does ServiceNow ITSM enhance overall IT productivity?
What disruption can ServiceNow ITSM help to identify for the IT team?
What disruption can ServiceNow ITSM help to identify for the IT team?
What is the primary focus of IT Governance as opposed to IT Management?
What is the primary focus of IT Governance as opposed to IT Management?
What was the total cost saving achieved by the city on IT service desk costs?
What was the total cost saving achieved by the city on IT service desk costs?
Which metric is suggested for measuring IT performance in the context of providing web hosting services?
Which metric is suggested for measuring IT performance in the context of providing web hosting services?
How many daily visits did the employee portal experience?
How many daily visits did the employee portal experience?
How does IT Governance assist in budgetary matters?
How does IT Governance assist in budgetary matters?
Which application did The Francis Crick Institute build to manage COVID-19 testing?
Which application did The Francis Crick Institute build to manage COVID-19 testing?
In disaster planning, what does IT Governance emphasize?
In disaster planning, what does IT Governance emphasize?
What was the improvement percentage in case resolution rates after implementing ServiceNow ITSM at 7-11?
What was the improvement percentage in case resolution rates after implementing ServiceNow ITSM at 7-11?
What should be a vital consideration for IT Governance according to COBIT?
What should be a vital consideration for IT Governance according to COBIT?
What role does feedback from customers play in IT Governance?
What role does feedback from customers play in IT Governance?
What was the primary benefit of the track-and-trace application for Francis Crick Institute staff?
What was the primary benefit of the track-and-trace application for Francis Crick Institute staff?
What aspect of IT Governance is crucial during crisis management?
What aspect of IT Governance is crucial during crisis management?
What was the result of separating customer feedback from help requests at 7-11?
What was the result of separating customer feedback from help requests at 7-11?
How many scientists and support staff work at The Francis Crick Institute?
How many scientists and support staff work at The Francis Crick Institute?
Which of the following is NOT a benefit of IT Governance?
Which of the following is NOT a benefit of IT Governance?
What aspect did ITSM governance focus on for extending its advantages?
What aspect did ITSM governance focus on for extending its advantages?
Why is it important to put severity levels for incidents in an IT department?
Why is it important to put severity levels for incidents in an IT department?
What does KPI 4 track in relation to security-related downtimes?
What does KPI 4 track in relation to security-related downtimes?
What is the purpose of hiring white-hat hackers according to the content?
What is the purpose of hiring white-hat hackers according to the content?
How does KPI 6 help the IT team in managing security?
How does KPI 6 help the IT team in managing security?
In what way does the documentation of security-related downtimes serve the organization?
In what way does the documentation of security-related downtimes serve the organization?
How can IT governance help an organization build a reputation for responsive service?
How can IT governance help an organization build a reputation for responsive service?
What is a significant challenge IT professionals face in security management?
What is a significant challenge IT professionals face in security management?
Which KPI tracks the effectiveness of security measures based on vulnerability or previous incidents?
Which KPI tracks the effectiveness of security measures based on vulnerability or previous incidents?
What does the Implementation Duration KPI measure?
What does the Implementation Duration KPI measure?
Which of the following is tracked by the Number of High-Risk Security Incidents KPI?
Which of the following is tracked by the Number of High-Risk Security Incidents KPI?
Why is proving the effectiveness of a security system particularly challenging?
Why is proving the effectiveness of a security system particularly challenging?
What aspect does IT governance regulate for an internet-based stock trading platform?
What aspect does IT governance regulate for an internet-based stock trading platform?
In the context of ITSM, how are security concerns typically handled?
In the context of ITSM, how are security concerns typically handled?
Flashcards
IT Service Management (ITSM)
IT Service Management (ITSM)
A system for managing IT services and resolving issues within an organization.
ServiceNow ITSM
ServiceNow ITSM
A cloud-based software solution for managing IT services, using AI and automation.
Single Cloud Platform
Single Cloud Platform
A centralized, cloud-based system for managing various IT services.
Increased Productivity (IT staff)
Increased Productivity (IT staff)
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Digitalization of Processes
Digitalization of Processes
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Real-time Visibility
Real-time Visibility
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Proactive Problem Solving
Proactive Problem Solving
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Improved Employee Satisfaction
Improved Employee Satisfaction
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IT Governance
IT Governance
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IT Management
IT Management
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Performance Measurement in IT
Performance Measurement in IT
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Budgetary Control in IT
Budgetary Control in IT
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Disaster Planning in IT
Disaster Planning in IT
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Backup Redundancy
Backup Redundancy
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IT Service Management
IT Service Management
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COBIT Framework
COBIT Framework
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IT Service Desk Cost Savings
IT Service Desk Cost Savings
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Employee Portal Visits
Employee Portal Visits
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Francis Crick Institute's Use of ServiceNow
Francis Crick Institute's Use of ServiceNow
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7-11's Customer Help Desk
7-11's Customer Help Desk
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Case Resolution Improvement
Case Resolution Improvement
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Customer Service Response Time Reduction
Customer Service Response Time Reduction
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ITSM Use in Different Fields
ITSM Use in Different Fields
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ITSM System Security
ITSM System Security
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Incident Resolution Time Reduction
Incident Resolution Time Reduction
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Unified IT Support Center
Unified IT Support Center
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IT Service Catalog
IT Service Catalog
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Service Request Automation
Service Request Automation
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Problem Management
Problem Management
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Reduced Ticket Volume
Reduced Ticket Volume
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IT Call Center Staff Reduction
IT Call Center Staff Reduction
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Incident Severity Levels
Incident Severity Levels
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Security-Related Downtimes
Security-Related Downtimes
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Number of Security Tests
Number of Security Tests
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Identified Shortcomings During Security Tests
Identified Shortcomings During Security Tests
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IT Governance and Reputation
IT Governance and Reputation
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ITSM Security Challenges
ITSM Security Challenges
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KPI 1: Implemented Preventative Measures
KPI 1: Implemented Preventative Measures
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KPI 2: Implementation Duration
KPI 2: Implementation Duration
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KPI 3: High-Risk Security Incidents
KPI 3: High-Risk Security Incidents
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IT Governance for Trading Platforms
IT Governance for Trading Platforms
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Demonstrating Business Value in ITSM
Demonstrating Business Value in ITSM
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Security KPIs: Measuring ITSM Effectiveness
Security KPIs: Measuring ITSM Effectiveness
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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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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.
