Servicenow features

Introduction to ServiceNow

ServiceNow is an entire automation platform and based on the cloud, which progresses the company’s operational efficacy by structuring and systemizing routine activities. It is adaptable to integrate with other tools and provides multiple offerings for other private sectors. It’s a popular ticketing tool that streamlines the task of the employee and is used to solve internal IT issues every day. An employee having an issue with another department within the firm can log a ticket to the concerned team and wait for a virtual update instead of meeting daily, which kills time.

Features of ServiceNow

The outstanding features of ServiceNow are easy customization, low maintenance cost, real-time reporting and analysis, data integrity and confidentiality, enhanced tracking of ITSM, minimum response time, implementation based on required instances, simple configuration, and adaptation to all types of environments. The top features of ServiceNow are discussed in the below article.

1. Management of IT service

The optimization of the workforce in ITSM maintains and manages the productivity agent from the unit location. The planning flow of ServiceNow is much more efficient for team managers. The HR team forecasts the demand based on historical data. It helps to manage the events and shifts of employees and helps them to aid work-life balance. So that support is covered as agreed with business and there will no stress for employees too.

2. Analytical reporting

The Q&A analytics is empowered by NLQ, which supports multiple languages, and it helps to generate a report by typing a query instead of running the entire document. It is a simple method in which the table relates the data to each other, which helps to visualize and extract the details from the server.

3. Operations – IT

The combined event management and log analytics will automatically detect and predict the issue and prevent it from happening. It structures and automates the IT flaws before they impact the business. Even the client of your company enjoys the benefit of ServiceNow as there will be no delay in the completion of tasks, and he will also get an update daily for his issues. It is because of correlation, prioritization, and strong proficiency in data analysis that needs prompt attention and structure of workflow to mitigate the issues. IT business is an analytic portfolio that helps the user to focus on zones that require high attention and hasten time to build values.

4. Business management

Collaboration with the project team makes your work more dedicated and focused. The slack and team aid a communicative environment and ensures that no one misses any important info about the task and projects. There will be no tasks out of the deadline, and all will be completed within it, and the entire team will stay active and connected. The use of slack reduces the time spent composing mail chains and meeting the manager in person. Hence, the business produced a consistent output for the client by building his process strong. HRM helps you to provide personalized services with HR and make an effective single point of contact option. It aids HR in streamlining employee transactions and fine-tuning the service delivery

5. Field service

The enhancement made in the process helps the dispatchers to make a customizable perspective on the mandatory critical data. The virtual assistant, like the SLA tracker and Agent recommendation, makes the dispatcher monitor their queue and act accordingly. So, the tool is user-friendly even to dispatchers and provides them intuitive and integrated user experience with its attractive user interface. The main option in FSM is functionality support for full dispatching, agent-oriented calendar view, and dispatcher dashboard. So all these three are important component that helps to give the dispatcher a visualized view of the task, auto-assignment, manual planning, availability of agents, and legacy overview.

6. Client management

The best actions and decisions empower clients to fix complex issues with minimum resolution time, which helps to gain the trust and reliability of the client. It can be made with effective decision trees and troubleshooting techniques. Depending on the outcome and context, the system commutates and generates what will be the best actions for a better resolution process. CSM provides a cost-cut environment and also improves efficacy, productivity, and client satisfaction

7. Mobile applications

The mobile application is built with exciting enhancements with several updates which benefit administrators and end-user. The AI-powered advanced search helps to correct auto-complete query search and auto-correct typos, which makes searching efficient. The customizing dashboard card gives a graphical user interface and enables the user to complete the action in the card, make items in a card, create a contact list, and also reject or accept suggestions. The flow variable feature helps to solve the higher-dimensional data by creating a structured workflow. It also helps to develop complex rollups and logic to provide various dimensions of data and aids to match the suitable business logic without providing any custom actions.

8. Security management

Performance analytics enables the user to connect with existing security applications. It helps the user to make quick responses to tasks and incidents without causing any potential impact on business. It enhances the efficacy and sensitivity of your security tool. All the employees involved in the issue, his manager, client, higher officials, and stakeholders can pitch into the ticket to update it and discuss the RCA and possible solutions. Finally, it delivers only the correct version of the truth as the hierarchy of management is involved in a streamlined way. The SLA, impact, and priority of the issue are mentioned in the ticket so that the user will never be lethargic and will work on it ASAP to fix it. It reduces IT service monitoring costs by 60%. The intelligent workflow replaces unattended services and makes the user work smarter with an inbuilt questionnaire, chart, and graphical representations. The spreadsheets and emails are replaced with collaborative workspaces.

Conclusion

The goal of ServiceNow is to automate all business processes and integrate all branches of your company accessible with a single tool. Hence it is a modern tool that improves and structures the process to provide consistent service delivery. You can enroll in one of the many widely available Servicenow Certification Trainings, which help you learn everything from scratch.

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