Solutions

  • Products
  • Use Cases
  • Industries
  • WHITE PAPER
  • HR and IT better together
  • Boost productivity and attract quality talent with great employee experiences.
  • EBOOK
  • 5 steps to transformation
  • A proactive, connected client experience is essential for financial services.

Platform

  • ANALYST REPORT
  • The value of digital workflows
  • Get apps to market in half the time at a third of cost with higher satisfaction.

Customers

  • SUCCESS NAVIGATOR
  • Your prescription for success
  • Accelerate outcomes with a step-by-step action plan of proven best practices.

Explore

  • VALUE CALCULATOR
  • Live up to your potential
  • Determine the untapped value across your entire business in just 60 seconds.

Cut down the time to improve with ITSM Continual Improvement Management


Continual Improvement Management, with ITSM

We measure a lot of our ITSM success through increments of time. But mean time to resolution, time on page in the knowledgebase, and cases-per-hour aren’t just go-to metrics. They set the cultural expectations for our service teams – that improving service times, without sacrificing quality, is paramount.

Some organizations view the effort to change and boost service times as a separate, targeted action, but it should be an ongoing process with tracking and measurement on par with your service delivery. Improvement isn’t something that should be limited to once a quarter, so ServiceNow created a Continual Improvement Management solution as part of our ITSM Professional package, which leverages the Now Platform and Performance Analytics to provide a structured framework that brings people, processes, and data together in one place. With that, you can access real-time feedback, while automatically initiating and tracking service improvements on an ongoing basis.

“Many customers have some form of continual improvement plan in their roadmap, but they don’t have a tool to execute the continual improvement end-to-end in a more structured and efficient way,” said Manjeet Singh, Lead Product Manager for ServiceNow during an episode of ServiceNow’s TechBytes Podcast. “A lot of change is happening in a very reactive way. A better approach would be to make it more proactive, so you can take care of things before you can see the KPI move into the wrong direction.”
 

an example of Continual Improvement Management


Continual Improvement Management takes a long-term approach by embedding the concept of rolling improvements into your everyday business activity. It provides a single view to track the data for each of your improvement initiatives and helps rank them based on ROI and effort so you can validate budget and resources decisions. When goals change, you can use the out-of-the-box drag and drop tool to move priorities and stay aligned with overall objectives.

This solution is designed to enable smart decision making that aligns with business goals and drive service excellence, while providing an easy way to take action. It allows you to:

  • Create improvement opportunities from any application
  • Prioritize and rank improvement opportunities based on effort and outcome
  • Improve agent performance with real-time training
  • View improvements in relation to business goals

 

View of the Value Realization Dashboard in ITSM Professional chart



This saves time. Time conceiving and implementing a plan, time searching for the right data to show progress, and most importantly, time responding to performance dips.

“When you’re tracking your improvements within email and spreadsheets, you’re limited in how you can tie that back to business goals,” said Archana Penukonda, Senior Product Marketing Manager at ServiceNow. “When your plan is in the Now Platform, you are able to look at what initiatives you’ve planned, how much effort it will take, what KPI will it affect, and who is involved. All of that is in one place, allowing you to prioritize the efforts that have the highest benefit to the organization.”

Is your team moving fast enough? Think about employing ServiceNow’s Continual Improvement Management product, which comes standard with our ITSM Professional package. Learn more about this and all the other solutions that will help you make quick changes for your service teams.

Topics

Featured

  • Man listening to head phones while on a computer
    Digital Workflows
    5 things you should look for in your ITSM chatbot
    06-25-2020 Read this blog post to learn about how ServiceNow's Virtual Agent is helping organizations scale their ITSM operations
  •  use ITSM for purpose built workplaces
    Digital Workflows
    Your ITSM should have purpose-built workspaces
    06-25-2020
  • Man and woman talking in server room
    Cybersecurity and risk
    Keep my data private
    06-24-2020 With strengthened enforcement of data protection under the California Consumer Privacy Act, learn how to follow data privacy guidelines as a business
  • Supporting communities affected by bushfires and the pandemic
    06-23-2020 Hear from IAG on how the adoption of ServiceNow's Business Continuity Management has allowed them to support employees and customers during crisis

Trends & Research

DevOps comes to the enterprise
How to harmonize dev and ops
How well do you know your Gen Zs?

Year