Podcast
Questions and Answers
What type of IT Service Management system does ServiceNow provide?
What type of IT Service Management system does ServiceNow provide?
ServiceNow ITSM is designed to function only during business hours.
ServiceNow ITSM is designed to function only during business hours.
False
By what percentage does ServiceNow ITSM aim to boost overall productivity?
By what percentage does ServiceNow ITSM aim to boost overall productivity?
30%
Which industry utilizes ServiceNow ITSM for entertainment?
Which industry utilizes ServiceNow ITSM for entertainment?
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What specific reduction in incident resolution times has the University of Maryland achieved by using ServiceNow ITSM?
What specific reduction in incident resolution times has the University of Maryland achieved by using ServiceNow ITSM?
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From what year did Banco de Costa Rica start using ServiceNow ITSM?
From what year did Banco de Costa Rica start using ServiceNow ITSM?
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The city of Raleigh was able to decrease the size of its IT call center team after integrating ServiceNow ITSM.
The city of Raleigh was able to decrease the size of its IT call center team after integrating ServiceNow ITSM.
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What improvements did The Star Entertainment Group achieve with ServiceNow ITSM?
What improvements did The Star Entertainment Group achieve with ServiceNow ITSM?
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What percentage increase in customer requests did Banco de Costa Rica experience after integrating ServiceNow ITSM?
What percentage increase in customer requests did Banco de Costa Rica experience after integrating ServiceNow ITSM?
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Study Notes
ServiceNow ITSM
- ServiceNow ITSM is a cloud-based service management solution that aims to consolidate legacy tools into a single platform.
- It utilizes AI and machine learning capabilities to enhance productivity and efficiency.
- ServiceNow ITSM offers features that aim to boost employee satisfaction, enable smarter decision-making, and automate services.
Entertainment
- The Star Entertainment Group utilizes ServiceNow ITSM to enhance services, security, and user satisfaction.
- The company digitized over 80 paper-based processes and integrated different departments onto a single platform.
- ServiceNow ITSM provides real-time visibility into the company's infrastructure, allowing for quicker identification and resolution of issues.
Education
- The University of Maryland uses ServiceNow ITSM to transform its service delivery model.
- They have a unified IT Support Center portal for reporting issues, accessing services, and sharing information.
- This integration has resulted in a 75% reduction in incident resolution times, a 25% decrease in incident volumes, and a 66% reduction in incorrectly routed incidents.
Finance
- Banco de Costa Rica integrated ServiceNow ITSM to provide customers with digital access to services through their platform.
- This integration has resulted in a 22% increase in workflows, a 48% increase in customer requests, a 41% increase in service requests outside the bank, and a 24% decrease in problems.
Government
- The city of Raleigh implemented ServiceNow ITSM to replace six legacy service management solutions.
- This integration streamlined the city's IT call center, reducing the number of employees from eight to two.
- The city's IT team now benefits from a centralized platform that allows for more efficient and timely issue resolution.
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