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Optimize process,workforce managementand services withITSM Enterprise
Workforce & Process Optimization in ITSM EnterpriseITSM Standard transformed youroperational productivity. ITSM Pro helpedyou reimagine customer engagement,leveraging AI and machine learningto open new doors to IT and servicemanagement efficiency.Now, from a single interface, ITSMEnterprise enables new levels of visibilityinto team performance and scheduling,and unprecedented, real-time workflowvisualization and analysis.
Workforce & Process Optimization in ITSM EnterpriseITSM Enterprise for UnprecedentedVisibility into People and ProcessesWorkforce Optimization in ITSM Enterprise empowers managers, team leads, andagents to improve the quality and efficiency of service teams while enhancingteam satisfaction. Within a single interface, Workforce Optimization enables smartscheduling and skills growth, along with real-time and historical snapshots of teamperformance.Enhance the supervisor/manager experience by providing a central location fromwhich managers can access:Schedule creator and shift managementReal-time views of queues and agent activityAgent performance managementReporting and analytics on team performanceSkill matrix and coaching capabilitiesSavings from Workforce OptimizationQueue management:Scheduling efficiency:reduction in time spent on routing104hours saved per agent on schedulingeach yearTraining cost reduction:Reporting:reduction on turnover in year 1 and 3,567 on onboarding cost per agenthours saved in creating reports likeannual performance reviews60%10%833
Workforce & Process Optimization in ITSM EnterpriseProcess Optimization enables visualization and analysis of process flows based ondata hidden in ServiceNow audit logs. You can drill down into workflows to identifybottlenecks and weaknesses that denigrate KPIs and limit customer satisfaction forproactive optimization that drive improved business outcomes.Process Analysis allows users to access:Process maps to provide one-click visibility into as-is processes for endto-end process transparencyPerformance analysis providing insight into process bottlenecks, weakspots, and find potential areas for optimizationIntegrated continual improvement management enables proactiveassessment and improvement of ITSM processes based on facts and newinitiatives from within the Process Optimization workspaceITSM Best Practice Content Pack offers pre-built process optimizationmodels for Incident, Problem, Change, and Request processes to helpachieve continual improvement initiative goalsSavings from Process OptimizationDiscovery and mapping:Process assessment:weeks reduction on time spent onmanual processes per yearsaved on process assessmentconsultants per year4 30kContinual process optimization:Monitoring and reporting:saved versus using siloed toolssaved versus manual processes 30k 20k4
Workforce & Process Optimization in ITSM EnterpriseITSM StandardITSM ProITSM Enterprise Incident Management Performance Analytics Workforce Optimization Problem Management Predictive Intelligence Process Optimization Change Management Continual Improvement Release Management Virtual Agent Asset Management Vendor Manager Workspace Request Management Service Owner Workspace Cost Management WalkupGain the end-to-end visibility to optimizeyour teams, resources, and processesITSM Enterprise provides the real-time visibility into agents, teams, and processesthat take digital transformation to the next level. You gain the ability to consistentlymonitor performance, analyze workflows to identify issues or areas of improvement,and take remedial action to improve business outcomes. You gain increasedefficiency, greater productivity and cost savings, as well as increased agent andcustomer satisfaction.Learn more about the benefitsof Workforce Optimization andProcess Optimization capabilitiesin ITSM Enterprise. 2020 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in theUnited States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are 5
assessment and improvement of ITSM processes based on facts and new initiatives from within the Process Optimization workspace ITSM Best Practice Content Pack offers pre-built process optimization models for Incident, Problem, Change, and Request processes to help achieve continual improvement initiative goals Savings from Process Optimization .
