ServiceNow
IT Service & Operations Management
ITSM and ITOM are the fundamental pillars of every organization’s digital landscape. Together, these essential components play a pivotal role in streamlining processes, enhancing productivity, and ultimately driving you towards your strategic goals. Discover more in our ServiceNow ITSM and ITOM Service Catalogues.
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ServiceNow ITSM Processes
During a disruption it is key to restore the service as fast as possible. For this it is important to not only have the right tools but also a clear process in place. Providing users and agents with easy access to knowledge and leverage Self-service to the maximum.
Main Customer Challenges
- Over complicated process with too many variables and workarounds
- Requests being incorrectly processed as Incidents, incorrect categorization
- Time to resolve major/critical incidents prolonged by inefficient communication between IT teams
- No connection to CMDB and Service portfolio
- Lack of tools to monitor effectiveness of the service for further improvement
- Not used self-service tools leading to unnecessary incidents
Devoteam Response
- Analysis and Optimization of current process
- Correct and improve Incident identification categorization
- Major Incident Management
- Automating reporting and SLAs
- Exploit Self-Service
Key Customer Benefits
- Decreased amount of Incidents and thus support cost reduction
- Improved routing and categorization of Incident for faster resolution
- Faster identification and resolution of Major Incidents
- Better User Experience and Self-Service options for the End Users
- Gain a live overview with integrated reports
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Sometimes restoring a service requires a deeper investigation and root analysis not only to fix the problem but also avoid future Incidents. Implementing Problem Management allows the cooperation of multiple IT team in aim to quickly resolve the issues.
Main Customer Challenges
- Problem management seen just as an additional administrative step
- Incorporating Problem Management too fast and not accommodating it to company needs
- Insufficient communication and cooperation between IT teams when searching for the root cause.
- Knowledge Management not fully integrated with Incident and Problem Management, Known Errors not used or updated by Problem Management
Devoteam Response
- Analysis and Optimization of current process
- Incorporation of Knowledge Management into the process
- Synchronization with Incident and Change Management
- Leverage the tools capabilities
Key Customer Benefits
- Problem Management brings tangible results
- Use of Knowledge Base for documenting Known Errors promoting Self-service
- Increased communication and collaboration between IT teams for a quicker issue resolution
- Problem root cause analysis being driven by responsible Problem Manager
- Automated synchronization with Incident and Change Management
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Minimize risk and cost of unplanned changes. Drive and prioritize changes from planning to their rollout without negatively impacting customers. Automate Standard changes and for complex ones, automate CAB meetings to accelerate Change Management.
Main Customer Challenges
- Not really understood process and advantages of Change Management
- Little or too little communication between the teams and limited communication channels that slow down change
- Missing impact assessment and lack of possible conflicts overview
- Uncontrolled release process with no or insufficient backup plans
- Insufficient basis or inability to communicate the reason and need for the change
Devoteam Response
- Analysis and Optimization of current process
- Implementation of CAB Workbench
- Straighten Impact/Conflict analysis by integrating the process with the CMDB
- Improve Release Management and communication with stakeholders
Key Customer Benefits
- Greater velocity of work and governance over changes
- Decreasing change impact by evaluating Change Risk and reducing issues caused by Releases using Conflicts checker
- Improved communication across different channels between the Agents and towards Stakeholders
- Automation of Standard Changes and improved velocity for Normal and Emergency Changes
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
On daily basis Request are risen. Define and provide your employees with standardized services following a clear process behind and avoid generation of uncategorized and unsupported requests. Automate the Request Fulfillment process with complex workflows.
Main Customer Challenges
- No clear Service Catalog structure that is difficult to navigate
- Defined services are either too specific or missing completely leading to excessive use of generic requests, which are usually slower to process
- Automation or Request and Task is not fully utilized
- Frequent mistakes when fulfilling requests
- Lack of status transparency
Devoteam Response
- Analysis and Optimization of current process
- Setup the Service Catalog structure that reflects your provided services
- Exploit automatomation of Request workflows and streamline them
- Standardize fulfilment workflows
Key Customer Benefits
- Clear and standardized Catalog connected to the Request Fulfillment process
- Improved transparency and tracking of the current status of Requests
- Less uncategorized Requests leading to faster resolution times
- Automation of the Request Fulfillment process
- Improved overall service quality and user experience
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
The presence of Knowledge for Service Desk and End Users is of great importance and its impact depends mainly on its quality and availability. Having good knowledge is key for the fast resolution on Incident, but also prevents Incident from being created in the first place.
Main Customer Challenges
- Insufficient quality of knowledge
- Knowledge Base is not fully integrated with the ITSM tool or End User Portal making it harder to use
- The User experience is not good and it’s difficult to navigate or find the correct articles
- Knowledge Management process is not enforced and usually given a low priority later leading to lower knowledge standards
Devoteam Response
- Analysis and Optimization of current process
- Make Knowledge available across the platform for Agents and End Users
- Setup Workflows for Publishing, Review and Retiring of Knowledge
Key Customer Benefits
- Enhanced quality of Knowledge easily accessible for all who need it
- Clear and strict workflow for content creation including approvals and automation of the review process
- Provide access to Knowledge where it is needed the most, enhancing the Self-Service User experience
- Decreasing the amount of Incidents created
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
The CMDB is a core element behind all ITSM processes and it is crucial to set it right trough Configuration Management. Inaccurate and unreliable CMDB data affects negatively every process, which is dependent on Configuration Item information.
Main Customer Challenges
- Bad data quality (missing data, duplicities, incorrect lifecycle statuses) making the CMDB a soul-less database that is inaccurate and unreliable
- CSDM not well understood and implemented incorrectly or not at all
- CMDB integrations aren’t managed globally at platform level having a negative effect on the data quality when integrated from multiple sources
- Low or no visibility over the data quality and overall CMDB health
Devoteam Response
- Analysis and Optimization of current process
- Implementation of CSDM
- Incorporating the usage of the Identification and reconciliation engine
- Discovery as source of CMDB data
- Use of CMDB diagnosis tools
Key Customer Benefits
- CSDM compliant infrastructure aligned with the business model
- Better overview and control over the CMDB data and its sources by performing regular CMDB health checks
- Automated imports and maintenance of the CMDB
- Effective and powerful reporting of the IT infrastructure and relationships trough succinct graphical visualizations
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Asset Management is an often forgotten but very important process that has great impact on the companies costs reduction by monitoring financial and contractual aspects of the Assets. Eliminate waste and cut licensing and support contract costs.
Main Customer Challenges
- Assets are not used track financial information losing one of its key purposes
- Bad quality of Asset data (outdated ownership information, missing assets, missing contacts) producing unreliable outputs for reporting
- Asset and Product hierarchy not maintained
- Overall Asset Management potential not used to its full extent
- Incorrectly managed relationship between Assets and Configuration Items
Devoteam Response
- Analysis and Optimization of current process
- Evaluate the use of Software or Hardware Asset Management modules
- Verify the correctness of Asset and Product hierarchy
- Automating Reporting
Key Customer Benefits
- Correct tracking of costs related to Assets
- Clear overview of different Asset aspects trough Reporting
- Visibility over Inventory and unused Hardware Assets
- Ability to track Software Assets and avoid redundant licenses
- Better visibility over contracts and their costs providing enough information for management and effectively reduce support contract costs
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Align your data, people, and business goals for managing and measuring your strategic roadmap for IT investments by using Continual Improvement Management (CIM). With a structured framework and workflow, CIM enables cross-team collaboration and ensures all improvements are efficiently reviewed and prioritized.
Main Customer Challenges
- Improvement initiatives are scattered among multiple departments/tools
- No clear KPIs are set for processes and improvements
- During improvement initiatives improvement manager can’t track impact on the processes
Devoteam Response
- Analyze current improvement management practices
- Set up CIM roles, workspace, dashboards
- Configure reports
- Set up workflow for continual improvement
Key Customer Benefits
- Improvement managers can track KPIs during the improvement process
- Centralized workspace for submitting/tracking improvements and ideas
- Customers can reuse existing performance analytics reports
- Faster improvement of ITSM processes
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Migrate your BMC Remedy to ServiceNow with the proven Devoteam methodology and guidance.
Main Customer Challenges
- BMC Remedy has been planned for decommissioning, being replaced by ServiceNow ITSM
- A clear plan is needed to ensure flawless cutover without endangering IT Operations’ commitments to the business
- Approaches for data migration varies based on the migration strategy: No data, partial, or full data migrated
Devoteam Response
- Assessment scope:
- Foundation data
- CMDB and Asset Management
- ITSM Process migration (Incident Management, Problem Management, Change Management, Release Management, Requests and Task management)
- Request management and Service Catalog
- Service Level Management
- Reporting
- Integrations
Key Customer Benefits
- Output: an analysis of legacy BMC implementation and determination of the best migration strategy
- Current BMC processes assessed and figured out a plan for a flawless execution
- Data migration strategy determined
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Managed Services
- Service Desk Management with ServiceNow
- Incident Management, Request Fulfillment and Problem Management
- Proactive and Reactive Monitoring of Services
- Release, Change and Configuration Management
- Performance and Availability Management
- Operational support of implemented ServiceNow modules
- Availability to support Oncall and 24/7 requirements
- Support with up to 2 upgrades and 2 health checks per year
- Up to 210MDs of small enhancement development support
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Discovery and Service Mapping
- Discovery and Service Mapping product administration and maintenance
- Continuous supervision of the population and health of CMDB in regards to discovered CIs data
- Watching for and troubleshooting of errors
- Adding new scopes to reflect the infrastructure changes
- Adding new Service maps
Event Management
- Event Management product administration and maintenance
- Event sources integrations supervision
- Event and Alert rules adjustments to reflect changes in the IT estate
- Correlation rules tuning based on the detected issues
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Process Coverage with our CMDB functional consultants
- Extended Configuration Management Process Owner role to ensure CMDB overall mission matches the business needs
- Extended Configuration Manager role to ensure CMDB operational and governance processes are following the defined targets
- Extended CMDB Admin role to configure and execute CMDB-related incidents and change requests in cooperation with IT architecture, applications, cloud and data center operations teams
Technical Coverage with our CMDB technical expert resources
- Continuous supervision of the population and health of CMDB
- Service Trees maintenance
- Data sources integrations supervision
- Identification and Reconciliation Engine rules adjustments
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Productivity, Automation & User Experience
Service desk agents resolve issues faster than ever before with this purpose-built command center. From a single pane view, service desk agents not only resolve multiple issues concurrently with full context of issue history, SLA, user information etc., but also get AI-assisted recommendations for resolution.
End User Benefits
- Greater productivity
- Work on multiple tasks at once
- All information in a single screen
Business Benefits
- Faster resolution times
- Greater service desk efficiency
- Higher end user satisfaction
Devoteam Offer
- Migration from the standard UI
- Workspace adjustment based on the needs
- Incorporation of other features such as Knowledge Base or Predictive intelligence
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Get instant resolution to repetitive IT service tasks and requests via Virtual Agent – an automated, conversational chatbot. Virtual Agent provides customers and employees with 24/7 self-service, freeing IT staff to work on more meaningful tasks and allowing for greater scalability and smarter resource spend.
End User Benefits
- Provide consistent Self-service with faster resolutions
- Availability 24/7 for performing standardized tasks
Business Benefits
- Deflects Incidents
- Lowers costs by removing burned of repetitive tasks
- Augments supports
Devoteam Offer
- Analysis of use cases for conversations
- Implementation and optimization of the solution, support
- Training staff for self administration
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Use this to automatically categorize and route issues to the right resolution team, while empowering technicians with AI-assisted answers for faster resolutions. Predictive Intelligence applies machine learning to historical request patterns, allowing it to become increasingly accurate in its predictive recommendations.
End User Benefits
- Greater CSAT and productivity
- Faster issue resolution
- Simplified issue registering process, issues are categorized automatically
Business Benefits
- Greater agent productivity due to auto-assignment of issue and instant resolution recommendations
- Reduced L1 SD costs
Devoteam Offer
- Review of current state and possibility of usage
- Analysis of requirements and suggestion of the right use cases
- Implementation, solution training and optimization
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Enable stakeholders and subject matter experts—workers, owners, and executives – who are responsible for successful service delivery to make smarter, real-time decisions based upon Performance Analytics. With Performance Analytics, you can use data visualizations to anticipate trends, prioritize resources, and drive alignment with business goals.
End User Benefits
- Greater CSAT due to the business’ ability to measure and improve
- Personalized experiences
- Managers can see trends in data, set targets and follow them
Business Benefits
- Monitor performance, view trends and detect bottlenecks before they occur
- Drives IT’s performance
- Faster optimization of processes by historical data collection and analysis
Devoteam Offer
- Analysis of existing reports
- Configuration of data collection, indicator and dashboard setup
- Training and guidance with all PA features
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Get a streamlined method for capturing and managing face-to-face IT support requests. Walk-up Experience’s online check-in, real-time queue estimates, and automated notifications help users manage their time, improving service experience and customer satisfaction. End users check in through the web or the Now Mobile app.
End User Benefits
- Clear overview of the queue
- Mobile and email notifications
- IT appointment scheduling for exact time, avoids waiting in line
- Skill based assignment
Business Benefits
- IT Departments can plan their workflow more easily
- Lower waiting times for support
- Higher customer satisfaction
Devoteam Offer
- Set-up for existing service portals and mobile apps
- Configuration of queues, schedules, notifications, surveys
- Configuration of agent workspace and advanced work assignment
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Unchain IT service agents from their desks by enabling them to move work forward through any mobile device of their choosing. Agents can update records, collaborate with coworkers, and reassign tasks as needed with simple swipes and gestures. App users can receive Push notifications to not miss any important updates while on the go.
End User Benefits
- Actionable push notifications
- Compatible with iOS and Android
- Service catalog, approvals and incident process available in mobile
Business Benefits
- Improves work productivity as agents can work while on the go
- Provides greater IT productivity with agents able to connect to work anywhere, anytime
Devoteam Offer
- Configuration and adjustment of both agent and end user mobile apps
- Configuration of dashboards, forms, push notifications, custom actions
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Enables process automation and integrations using common protocols (e.g., APIs, JDBC, PowerShell, or common line scripting and languages) to interact with external platforms in ServiceNow. Consolidates multiple Now Platform automation capabilities into a single system of action so they can build and visualize business processes and integrations from a single interface.
End User Benefits
- User friendly environment for integration configuration
- Support of most enterprise systems (Full list in documentation)
- Low and No-code approach to setup even complex integrations
Business Benefits
- Decreased time for introducing new integrations
- Licencing model based on the volume
- Integrations supported by vendors
- Waste range of already pre-built integrations available
Devoteam Offer
- Configuration of pre-build spokes
- Development of custom spokes
- Training for power users how to use IntegrationHub in Flow designer
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
ServiceNow IT Operations Management
Assuring your Configuration database health by CMDB consolidation.
Main Customer Challenges
- Over years of usage and development, CMDB has become customized
- Platform becomes not compatible with the native ServiceNow features coming with new the versions
- Customized data model contributing to the poor data quality causing degradation of CMDB overall value
Devoteam Response
- CMDB health assessment
- Review of the foundation data
- Analysis of the implementation of current data sources
- Proposal of options to fix the findings
Key Customer Benefits
- Roadmap to the decustomization and adherence to CMDB best practice as input to the action plan
- Detected areas of CMDB with opportunities for improvements from the perspective of Completeness, Compliance, Correctness and Relationships
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Apply Common Service Data Model conceptual model to ensure that the business layer objects map correctly to the appropriate tables and work together in all areas of business.
Main Customer Challenges
- With ServiceNow platform being used for quite some time, the business service layer is modelled with ofter creative but custom solutions imposing later challenges
- Instead of fighting difficulties and applying fast decisions contributing to the technical debt, it is often easier to start over with service layer refactoring
Devoteam Response
- Set up basic CSDM blueprint(s) for the entire Service Layer
- Define scope of applications
- Design rollout plan for application services in scope
- Limitation: Design of CSDM Service Model only
Key Customer Benefits
- Applied conceptual model to manage business services, application services, technical services and its underlying components with native support of ServiceNow platform and product features
- Platform decustomized to allow for easier and faster further enhancements
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Discovery brings visibility to the operational components of your IT estate.
Main Customer Challenges
- It is hard to keep CMDB up to date with all the time changing of IT cloud or on-premise footprint
- With IT agility brought by modern cloud-based or on-premise environments the CMDB stays behind in maintaining the reflection of reality
Devoteam Response
- Discovery of on-premise and cloud resources
- Minimum Discovery modifications to maximize results with the natively supported device types
- Documented Discovery Blueprint for further expansion
- Timeboxed feasibility with customer agreed scope
Key Customer Benefits
- Continuous monitoring of IT estate for changes
- Building a healthy CMDB and automate discovery to build a reliable view of your ever changing IT world.
- Enhance Visibility of your estate
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Secure Discovery to ensure compliance and mitigate security risks.
Main Customer Challenges
- Company policies disallowing saving of service accounts outside of customer datacenters or outside of regions
- Service accounts with elevated rights representing potential attack vectors
Devoteam Response
- Additional security mechanisms with
- Password vault using natively supported CyberArk integration (Other vendors possible with custom development)
- Non-elevated Discovery accounts Powershell JEA for Windows systems or SUDO for Linux systems
- Group managed service accounts for Windows systems that are members of Active Directory
Key Customer Benefits
- Security hardened Discovery solution
- Accounts saved in customer-owner vaults
- Non-elevated accounts to mitigate the risk of misuse
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Use Service mapping to understand the interoperability of application components and its association to business services.
Main Customer Challenges
- It is hard to restore a service with lacking information on its components to identify where to troubleshoot
- With IT agility brought by modern cloud-based or on-premise workload platforms the CMDB stays behind in maintaining the reflection of reality
Devoteam Response
- Application Service mapping focused on quick wins using native discovery patterns
- Documented Service Mapping blueprint for further expansion
- Timeboxed feasibility with customer agreed scope
Key Customer Benefits
- Updated Service Maps in real time
- Service-Centric Ops Management – Managing the Business Services, rather than the underlying architecture, systems and applications
- Improved ability for service costing and service billing
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Leverage on your efforts to operationalize BMC ADDM/Discovery in your infrastructure.
Main Customer Challenges
- IT has invested efforts into the deployment of BMC Discovery product
- With the migration of BMC products to ServiceNow, IT might look at leveraging the previous investments for the cost efficiencies
Devoteam Response
- Existing BMC ADDM (< v11.1) or BMC Discovery (> v11.2) deployment can be used with ServiceNow in two options:
- Integrate BMC Discovery (must be v20.2 or newer) product with ServiceNow CMDB as a data source;
- Migrate ADDM / Discovery setup to ServiceNow with building on the existing elements such as networks, hosts, credentials, FW openings, access credentials
Key Customer Benefits
- Continuous monitoring of IT estate for changes
- Building a healthy CMDB and automate discovery to build a reliable view of your ever changing IT world.
- Enhance Visibility of your estate
- Benefiting from the existing BMC Discovery to optimize past IT investments
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Detect Service Health issues to save labour, increase customer satisfaction and decrease MTTR. Visualize overall business service health.
Main Customer Challenges
- Business suffers from long outages and missed SLAs
- It takes too much of time and too many people to respond to multiple events
- Service operations is costly and inefficient
- Approach to monitoring is not unified
- Difficult to identify the Business Services at risk by outages
Devoteam Response
- Foundational implementation of ServiceNow Event Management
- Basic event processing with native Alert Management
- Settling of the Event Management process with the integration to the Incident Management
Key Customer Benefits
- Rapid and effective outage response
- Improved service health
- Decreased MTTR
- Reduction of event noise
- Consolidated view to ensure business service availability
- Improved productivity
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Detect, prevent and automate remediations of pains in the infrastructure with AIOps, to save labour, increase customer satisfaction and decrease MTTR. Visualize overall business service health and calculate adherence to service levels.
Main Customer Challenges
- Monitoring is producing huge amounts of data that are beyond the human operators ability to analyze and react
- Staff chasing outage downstream effects rather than focusing on the causes
- Manual interventions are slow, inconsistent and costly
- Hard to tell whether the services SLAs are met
Devoteam Response
- Event and Alert Management with intelligent correlation techniques
- Automated remediation flow
- Metrics and calculation for Service Availability dashboard
Key Customer Benefits
- Improved service health
- Decreased MTTR
- Better focus on the root causes
- Eliminated repetitive manual activities to improved productivity and reduced human error
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Detect, prevent, predict and automate remediations of pains in the infrastructure with AIOps, to save labour, increase customer satisfaction and decrease MTTR. Measure performance indicators for Continuous Service Improvement.
Main Customer Challenges
- Big amount of time spent on resolving recurring issues
- Inability to prevent outages before they happened
- Challenges in implementing measures to avoid causes learned from the past issues
Devoteam Response
- Implementation of Operational Intelligence and Health Log Analytics to fetch raw logs and metrics to analyze and using Machine Learning to detect potential issues that might cause service outages
- Metrics and calculation for Continuous Service Improvement dashboard (needs Performance Analytics)
Key Customer Benefits
- Improved service health
- Decreased MTTR with gained more time for investigation
- From signals to issues prevention
- Outages prevented or resolved before they are felt by business users
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Agent Client Collector framework as the unified and strategic instrumentation tool for many use cases in Discovery, SAM, SecOps, ITSM… and mainly: Direct Monitoring for events and metrics with ACC-M.
Main Customer Challenges
- Multi tool discipline hard to operate
- Datacenter blind spots with devices not reachable with other approaches, e.g. in high security air-gapped environments
- Monitoring demands must be delivered fast
Devoteam Response
- Availability and performance monitoring with agents
- Timeboxed PoC to setup direct monitoring of raw events and metrics from the infra and application stacks devices
- Proving points: ability to connect and tie the agents with the Alert Management for further processing, Operational Analytics or Health Log Analytics for predictive alerts
Key Customer Benefits
- Cost savings with consolidation of legacy monitoring tools
- Extension to areas not covered today with other toolset
- Lower mean time to repair with realtime endpoint monitoring
- Simplify the process of deployment of automated remediation
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Observability of your digital services in minutes.
Main Customer Challenges
- It is often hard to get an overview of digital services and their operational statuses
- Lack of visibility into performance and availability makes it difficult to measure adherence to service levels
- Without the central monitoring, it is hard to achieve fast issue response and resolution
Devoteam Response
- Implementation of Site Reliability Operations with the timeboxed PoC approach
- Blueprint for fast service onboarding, targeting ~2 services
- Configured monitoring of the services and response to alerts by the appropriate SRE or DevOps teams
- Adjusted metrics based on the collected data
Key Customer Benefits
- Visibility of services in one central console
- Service Health observability with monitoring of adherence to the agreed objectives
- Ability to react fast by responding to alerts by notifying the right team to investigate the issue
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Decustomize your ServiceNow instance to allow for ITOM fast time to value.
Main Customer Challenges
- ServiceNow platform is being used for quite some time, undergoing numerous implementation projects with often suboptimal approaches creating technical debt
- Implemented features with customizations are blocking fast ITOM adoption
Devoteam Response
- Addressing findings from the CMDB Healthcheck with focus on
- Application Services
- ITOM prerequisites in CMDB and other areas
- Various delivery runtime based on the agreed scope and targets
Key Customer Benefits
- Key CMDB elements decustomized in order to
- Allow for ITOM implementation according to the best practice
- Bring CMDB closest to the out-of-the-box guiding principles
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Adopt DevOps principles to remove value streams bottlenecks and decrease manual work. Ensure successful transformation and establish strong agile and lean culture.
Main Customer Challenges
- Business suffers from the lack of agility in the application development
- Robust Change Management processes slow down the pace of change
- Inaccurate information cause deployment errors
- Unclear communication makes misunderstandings
Devoteam Response
- Implementation of ServiceNow DevOps application, leader in Value Stream Management
- Manual processes converted to workflows to visualize your value chain and to reveal bottlenecks
- Automation of everything as much as possible
Key Customer Benefits
- Removed value streams bottlenecks and decreased manual work
- Improved communication and quality of collaboration between IT teams
- Consistent and automated reporting with tangible value for IT and Management
- Integration of data within one platform
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
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With 25 years of service management expertise, we streamline strategic evolution of our clients in innovative and exciting ways. They always receive the best bespoke solutions from our team of hundreds of experts across 18 countries – we’ve supported thousands of clients across EMEA and beyond. With a firm focus on customer-centric design, our management consultants always work in synergy with our delivery experts to drive holistic transformation – so every element of their enterprise is aimed towards excellence. Their full ServiceNow platform coverage and expertise is backed by the collective brainpower of our International Centres of Excellence (ICE) in Toulouse and Prague – as well as our status as ServiceNow EMEA Elite Partner of the Year 2023. With an award-winning partner by your side, there’s no limit to what you can achieve. Want to find out more about our local entity in the Czech Republic, Slovakia, Austria and Switzerland?
