IT Service Management
Section 1: What problems have we solved with this service?
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-Use cases from customer implementations
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-Should cause the reader to ask: Can Cerna solve this for me, too?
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-How the reader can tell if it is a problem for them
Transform the impact, speed, and delivery of IT
ServiceNow®’s IT Service Management (ITSM) solution allows businesses to truly modernize the way that they manage and deliver services to their users through a single cloud-based platform. This allows your business to offer a truly amazing user experience within a single system of action that is fine-tuned to the unique needs of your organization. Automate processes, increase productivity across the enterprise, and gain key insights with new visibility and reporting, all within one convenient tool.
Make ITSM your superpower
Enhance the
user experience
ServiceNow’s ITSM suite makes it possible to consistently deliver a remarkable support experience, as well as empower users to resolve issues independently whenever possible.
The Cerna Solution
Our consulting practice focuses on perfecting the following.
Section 2: How do we solve typical problems in this space? (This section will present our offerings and expertise in the space, identifying what the client can expect when they work with Cerna.)
o Technical expertise o Prescriptive Solutions (Include timelines and resource ratios) - hover effect shows typical timeline o Custom Solutions
o Options (standard set: Training, Virtual Admin, etc.)
Leverage our Experience
Cerna’s highly skilled team of ServiceNow experts average over 6 years of experience on the platform, specializing in business process, requirements workshops, integrations, implementations, and more.
Automate Applications and Processes
Simplify and consolidate redundant systems, automate manual tasks and deliver a consumer-grade service experience to the enterprise.
Highly configurable, approachable and extensible cloud platform enables non-technical developers to repurpose existing applications or build new applications to automate service relationships.
Reduce Maintenance Requirements
Utilize the secure, scalable and robust service automation platform, managed entirely through a web browser – no on-premise hardware or separate administration client software required.
Increase Efficiency of Common IT Processes
Lights-out, zero-touch automation is built into ServiceNow products to increase efficiency across a wide range of IT disciplines, including cloud and virtualization lifecycle management, change orchestration, infrastructure discovery and IT governance.
Report on Performance and Costs
Report across any application – including custom applications – built on the ServiceNow Service Automation Platform as well as access to Key Performance Indicators (KPIs), benchmarking and executive dashboards.
Phased Approach
Our white-glove approach focuses on identifying and remedying key issues.
Requirements Gathering
Demo ITSM, collect requirements and deliver stories for acceptance
Iterative Development
Configure ITSM as per best practice and customer requirements, continually show progress back to customer and collect new requirements
Testing & UAT Support
Support customer Acceptance Testers feedback and make configuration adjustments as appropriate
Go-Live & Hyper Care
Promote code to production and provide Hyper-Care
Going Beyond IT Service Management
ITSM is often just the first step of the ServiceNow journey. Develop the right plan and take action on what innovations are right for your organization, and how to transform your enterprise through other areas of ServiceNow’s capabilities, such as HR, Security Operations, Financial Management, and beyond.
Client Success
See how companies like yours use ITSM to elevate their service experiences.
HOSPITALITY ORGANIZATION
Provide Critical Support
Provide critical support to users by leveraging ServiceNow to drive ITSM processes
GOVERNMENT ORGANIZATION
Centralize Support Processes
Track and resolve all issues consistently in one centralized location and gain visibility into entire support life-cycle
WORLDWIDE LEADING MANUFACTURER
Improve Agent Experience
Enable Service Desk agents to efficiently support multiple users by leveraging ServiceNow's Agent Workspace application