GET STARTED
WITH IT SERVICE
MANAGEMENT
PROFESSIONAL
WHY
ITSM PRO?
Digital workflows create great experiences and unlock productivity, and ServiceNow ITSM customers are already driving extraordinary business outcomes.
But digital transformation demands more.
What’s the answer? Harness the power of Now Intelligence with ITSM Pro.
Humans are the bottleneck—and it’s not their fault.
• IT workloads are increasing as digital transformation accelerates
• Need to reduce costs and increase productivity even further to keep up
• Service experiences are still suffering because we’re overwhelmed
• Wasting skilled IT staff on mundane, repetitive work
• Not giving them the instant information they need to succeed
• Still relying on manual searches and human memory
• Delight your end users with AI-powered self- service and faster issue resolution • Use AI to offload high-volume, low-value work • Ignite IT service team productivity with on demand, AI-fueled insights
ITSM Pro delivers real-world results
50%
Workload reduction with AI-powered self-service-Navan Health
2x
Improved agent productivity
-MGM
3x
Improved agent productivity
-Veolia
66%
reduction in incorrectly
routed incidents
-University of Maryland
24/7
hour support with virtual agents
- The AA
Want to know more about what ITSM Pro can do for you?
Check out this infographic.
WHAT NEW CAPABILITIES DO I GET WITH ITSM PRO?
ITSM Pro includes all of the capabilities of ITSM Standard and adds the following Now Intelligence capabilities
Performance Analysis
Make more informed decisions by analyzing and visualizing IT service performance and quality
Virtual
Agent
Deliver responsive current service and increase service desk efficiency with an automated, conversational chatbot
Predictive Intelligence
Automatically route issues to the right resolution team and empower technicians with AI-assisted anwers
ITSM Pro also adds the following:
Continual Improvement Management:
Drive continuous service improvement with cross- team collaboration and workflows
Service Owner Workspace:
Solve service issues, lower costs, and deliver great experiences with a unified view of your service portfolio
Vendor Manager Workspace:
Increase vendor portfolio value by monitoring and managing vendor performance from a consolidated workspace
Vendor Manager Workspace:
Scale your support staff globally without needing native language speakers on shift
How do I decide where to start?
ITSM Pro lets you supercharge your service experience, but you don’t need to do everything at once. Familiarize yourself with what ITSM Pro can do, and then decide which business outcomes you want to drive first.
For example, do you want to: • Improve incident response times?
• Reduce your service desk workload?
• Pinpoint areas for service improvement? • Or measure and improve your vendor performance?
By asking yourself these questions, you’ll quickly arrive at the right starting point for your organization.
Need help? This whitepaper gives you an easily digestible overview of ITSM Pro use cases and shows you anticipated business outcomes.
Want more? Check out Now Intelligence for Dummies for a deeper dive into Now Intelligence concepts.
To find out more about ITSM Pro's advanced capabilities, take a look at this Solution Brief
More resources to familiarize yourself with Now Intelligence
Performance Analytics
• Performance Analytics Introduction: Introduction to Performance
• Analytics basics (video)
• The Story of the Four Stakeholders: Understand the data needs of people in your organization (video)
• Building a Data Foundation: Drive user adoption with high-quality data (video)
• Driving Service Improvement: Leverage analytics data to improve organizational performance (video)
• The Responsive Business: Drive organizational goals and transformation with analytics (video)
Virtual
Agent
• Deliver Better Service for Less: Introduction to Virtual Agent basics (eBook)
• Creating Great Customer and Employee Experiences: Practical implementation advice (eBook)
• Virtual Agent Deployment Guide: Prescriptive guidance for implementing Virtual Agent (eBook)
Predictive Intelligence
• Work Faster and Smarter: Introduction to Predictive Intelligence basics (eBook)
• ITSM Predictive Intelligence Workbench: Make implementing PI easy (video demo)
Expert tip:
You can create instantvalue with out-of-the-boxITSM Performance Analytics dashboards.
Expert tip:
Expert tip:
Many customers begin by using the Predictive Intelligence Workbench to automate incident routing. To do this, you’ll need at least 10,000 incident records to train Predictive Intelligence.
You can use Predictive Intelligence to automatically identify high-volume topics to implement on Virtual Agent.
SET YOURSELF
ON THE PATH TO SUCCESS WITH OUR QUICKSTART GUIDES
Great! Now you’ve decided which ITSM Pro capabilities you want to implement first, it’s time to get going.
We’re with you every step of the way. That’s why we’ve created a set of QuickStart guides that show you how to self-implement Performance Analytics, Predictive
Intelligence, and Virtual Agent. These guides lead you through a complete implementation path, including initiating, planning, executing, delivering, and closing your implementation project.
Keep in mind that these guides are designed to support a comprehensive implementation. If you’re starting with a pilot, focus on the subset of activities in the guide that will help you to accomplish the objectives of your pilot. If you’re planning a Virtual Agent pilot, this Success Insight is designed to help.
And don’t forget to activate the Now Intelligence plugins on your ServiceNow instance.
QuickStart Guide links:
• Predictive Intelligence Workbench
• Performance Analytics
• Virtual Agent
• Virtual Agent with Teams
Activation links:
• Performance Analytics
• Predictive Intelligence
• Virtual Agent
Upgrade
before you begin
At ServiceNow, we’re on a mission to democratize AI—to make it easy to implement and relevant for everyone in your business. You don’t have to be a data scientist or AI expert to take advantage of Now Intelligence because we’ve designed it that way.
And we continue that mission with every ServiceNow release. Quebec was a big release for us, adding Now Intelligence enhancements that make your job even easier.
That’s why we strongly recommend that you upgrade to Quebec before you start using the Now Intelligence features of ITSM Pro. In fact, a lot of the information provided in this document assumes that you have upgraded to Quebec.
To make your upgrade smooth and successful, take a look at these upgrade resources. You can also find the Quebec release notes here.
Build your team’s skills with ServiceNow training and certification
And don’t forget to activate the Looking to bring your team up to speed on Now Intelligence? We offer comprehensive training and certification options, including instructor- led and selfguided education. Here’s a selection of on-demand courses to get you started.
• Performance Analytics Essentials: Introductory course for new performance analytics users
• Performance Analytics Fundamentals: Self-paced technical training
• Predictive Intelligence Fundamentals: Overview of Predictive Intelligence
• Predictive Intelligence Implementer1: Certification path for implementing Predictive Intelligence
• Virtual Agent Overview: Introduction to Virtual Agent
• Virtual Agent Implementer: Certification path for implementing Virtual Agent
Services to help you succeed
ServiceNow provides expert guidance and leading practices for implementing Now Intelligence. You’ll find these on the Predictive Intelligence, Performance Analytics, and Virtual Agent community pages highlighted earlier in this guide. We also provide a Now Intelligence implementation service for larger, more complex deployments—talk to your ServiceNow representative to find out more.
If you’re looking for a ServiceNow partner to work with you on implementing Now Intelligence, visit our Partner Finder.
© 2021 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 the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
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