Updated June 1, 2023
Introduction to Servicenow
ServiceNow is an entire automation platform 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 employee’s tasks 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 allows them to aid work-life balance. So that support is covered as agreed with the business, there will also be no stress for employees.
2. Analytical reporting
The Q&A analytics is empowered by NLQ, which supports multiple languages and helps 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 your company’s client enjoys the benefit of ServiceNow as there will be no delay in completing 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 is business is an analytic portfolio that helps the user focus on zones requiring great 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 ensure no one misses important information about tasks and projects. There will be no tasks outside the deadline; all will be completed within it, and the entire team will stay active and connected. Using 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 a practical single point of contact option. It aids HR in streamlining employee transactions and fine-tuning the service delivery
5. Field service
The enhancement in the process helps the dispatchers make a customizable perspective on the mandatory critical data. Like the SLA tracker and Agent recommendation, the virtual assistant makes the dispatcher monitor their queue and act accordingly. So, the tool is user-friendly even to dispatchers and provides an intuitive and integrated user experience with its attractive user interface. FSM provides functionality support for full dispatching, an agent-oriented calendar view, and a dispatcher dashboard as the main options. So all these three are an 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 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 development team built the mobile application with exciting enhancements and several updates that benefit administrators and end-users. 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. It enables the user to complete the action in the card, make items in a card, create a contact list, and 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 in matching 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 quickly respond 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, the involvement of the management hierarchy ensures that only the accurate version of the truth is delivered in a streamlined manner. 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 users work smarter with an inbuilt questionnaire, chart, and graphical representations. Collaborative workspaces replace spreadsheets and emails.
Conclusion
Servicenow aims 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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