ITSM Meets Process Intelligence: Here's Why They're A Perfect Match [Forbes]
ServiceNow, Inc. (NOW)
Last servicenow, inc. earnings: 4/29 04:10 pm
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Source: Forbes
and continuity of business operations has become clearer than ever. There's increasing evidence that well-managed ITSM systems are linked to successful digital transformation efforts and that effective ITSM implementations are a key support to ensure the success of other business operations and functions. On the ITSM side of the table, successful deployments are typically measured in terms of three key factors: 1. Increased productivity 2. Lower costs 3. Compliant and secure processes How long does it take to resolve tickets or incidents? How do those times match up to service-level agreements (SLAs)? How can response times and ITSM services overall be improved? Factors like unnecessary escalations can have a huge impact on those numbers, driving up both time and costs as tickets bounce between tiers or get lost in a maze of poorly outlined processes. Root causes of many of those process problems include a lack of visibility and a lack of hard data to substantiate where th
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