Modern businesses of all sizes, looking to improve productivity, agility and responsiveness, need the support of robust IT service management (ITSM). ITSM is the practice of ensuring that IT service requests, incidents, issues, changes, assets and other aspects of IT services are managed in a streamlined manner. The ITSM function often receives a wide variety of user requests, given the increasingly important role of enterprise IT in driving competitive differentiation. Efficiently managing the volumes of service requests requires IT teams to follow Information Technology Infrastructure Library (ITIL), an integrated, process-based, best practice framework for managing IT services, which specifies that along with the service desk, service requests must be managed by the request fulfilment process. ServiceNow, a cloud-based ITSM tool, leverages the ITIL v3.0 framework. It is the most preferred tool among enterprises for handling the service management process. While ServiceNow empowers IT users to streamline their workflows, there are certain challenges in leveraging it.
In this paper, we propose a method to simplify incident and service request process flow to address ServiceNow related challenges and boost IT as well as user outcomes.
Tackling the challenges in ServiceNow request fulfilment process
The key to Modern day users demand simplicity and instant gratification while using IT services. The ServiceNow platform is designed to maximize user satisfaction by enabling users to easily contact IT support to report and fix issues. The downside: users must navigate between separate pages and forms to submit incidents and service requests (as illustrated in Figure 1).