ServiceNow - ITSM/ITIL

ServiceNow - ITSM/ITIL · 2021/06/08

What is ITSM?

Do you remember when you first heard the term ITSM? Yeah, me neither, but I am sure it was when I first started reading about ITIL. Before ITIL/ITSM, IT staff were fighting fires, being reactive. IT knew everything and we dismissed what users knew or wanted (Pssst… you can still find that mind-set today). Today we are preventive and proactive (ex. Problem and Change management). We work with our clients and listen to them!! It has become a partnership. In part, this comes from applying ITSM...

What is ITIL?

Many years ago, running an IT helpdesk was relatively simple. As corporate demands on the IT department grew and all corporate departments became increasingly dependent on technology tools, meeting customer’s needs became more challenging. My IT Helpdesk teammates and I strove to provide the best customer service. But our service delivery needed improvement and our reputation became battered. To meet that heightened level of customer-service, we analysed our environment and we applied best...

What is ServiceNow?

ServiceNow, the Cloud-based company ... Since 2004, this California-based company has made its mark in the Cloud computing industry with a ticket management system supported by an efficient monitoring system;ranging from simple lists, reports or sophisticated Dashboards. Having reached the $1 billion revenue milestone, ServiceNow, has in the past 7 years, become a leader in the cloud computing industry, according to Gartner. With an internet connection and a browser, Bang !! You have access to...