ServiceNow

Overview

What is ServiceNow?

Find out how ServiceNow products can provide a service model that can assist users in identifying the root cause of difficulties they encounter as well as resolving issues via self-service.

What is ServiceNow?

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With ServiceNow IT Operations Management, you can take control of your IT services.


Total visibility of your infrastructure and applications will help you to optimise your IT systems and work intelligently.

Reimagine your IT

A smarter way to run your business

ServiceNow’s IT Operations Management (ITOM) gives you a clear breakdown of your costs, enabling you to save money where possible and hold stakeholders and suppliers to account when needed.

Consistency and reliability is the mainstay of running IT services. Without this, businesses suffer with downtime and lost productivity. A well-managed CMDB populated with an automated discovery and service-mapping process provides the backdrop to higher availability and reduced costs.

Multiple systems are usually managed by disparate teams, each with their own version of what constitutes a good service. With ITOM, these are brought together in digestible service maps, both by the business and the technical teams that support them.

Service visibility

Service mapping provides a deep understanding of not only how services hang together at an application and infrastructure level, but - more crucially - how your services interact with each other. This visibility provides a huge leap forward in common goals across all areas of your enterprise.

Service availability

With increased visibility comes increased availability. Downtime (both scheduled and unscheduled) sees a drastic improvement, as common understanding of services and accurate service topology come together to provide increased levels of service.

Hybrid cloud management

The management of hybrid clouds is extremely challenging. ITOM streamlines the process through self-service access, which improves governance and provides compliance, as well as a clear view of cloud cost.

Comprehensive solution when combined with ITSM

Whether you're new to ServiceNow or an old-hand, ITOM brings a fresh view of how to handle that often sidelined area: operations. Siloed technical teams are now integrated with ITOM, thus enhancing the bigger picture. Decisions are much more informed and predictable.

Reimagine your IT

A paradigm shift

A reactive problem-solving culture that exists in many of today's businesses throws good money after bad in keeping services available. Proactive prevention of issues before they cause outages is needed; with a fully-fledged ITOM system underpinning your services, this nirvana is closer than you think.

maximise value

Why work with Unifii?

As an Elite ServiceNow partner, our team of highly-qualified and experienced consultants know exactly what to ask to help you get the most out of the ServiceNow platform. We will work with you to consolidate inefficient systems, discover how to improve processes and ensure you maximise your return on investment.

Frequently Asked Questions

My company is new to IT Operations Management, where do I start?

You're probably not as new to ITOM as you think! ITOM has been around in many guises for a long time. However, the key to unlocking it starts with a consistent and reliable Configuration Management Database, or CMDB. This one source of truth is critical to success and underpins many ITOM (and platform) features such as service mapping, event management and predictive AIOPs. You will most likely find that various things your company has been doing for years come together for the first time, and start providing real benefits in a cohesive and understandable framework.

What exactly is the function of the CMDB?

The Configuration Management Database, or CMDB, allows you to break down silos with a single system of action across all tables, views and apps. It provides a centralised view of IT data which, in turn, gives you more control over your infrastructure.

I've heard a lot about discovery and service mapping, but what benefit does this bring?

A well-implemented and managed discovery process not only provides the CMDB with up to date Configuration Items (CIs), but also ensures that CI relationships are maintained. This is key for managing service and service outages, whether planned or unplanned. Service mapping takes this one step further by providing a top-down, holistic view of your services; in doing this, it can pinpoint the cause and effect of outages at both application and infrastructure level, providing direct focus on the impacted service or services.

Why would I need event management when I already have ServiceNow incidents raised directly from my *x/y/z* monitoring system?

Having incidents auto-generated from connected monitoring systems is great. However, just imagine if events from multiple sources and disparate systems could convert into one event source, run through event correlation engines that refine alerts, and pass through alert management rules? All these things are already known entities with data held right in the CMDB. Incidents generated by alert "noise" become a thing of the past and Mean Time to Repair (MTTR) is guaranteed to be reduced through more informed support teams.

How do I manage multiple cloud environments and keep control of spend in this area?

Cloud management is built into ServiceNow ITOM and available in the top-tier ITOM package, AIOPs Enterprise. This is aimed at customers who are keen to leverage the full potential from ServiceNow ITOM. By creating a catalogue of standardised cloud services (e.g. Amazon, Google, Microsoft, IBM), it becomes second nature to spin up services on demand that are consistent, secure and auditable. As a result, service delivery is accelerated but is also controlled by non-intrusive guardrails that prevent overspending.

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