IT service management services, so you can optimize assistance

Efficiency and innovation are driving the digital transformation of any business.That’s why today’s service IT service management E Customer Service Management Proven to be a very valuable business growth tool that can rationalize and accelerate user assistance and service management processes.

30 years of experience in the IT consulting field, Beta 80 He established a new company specifically to address these issues. 80 rows In fact, this is the first Italian company to focus entirely on platforms Current service Used for the digitization of workflow. Interview with ZeroUno, Piergiorgio Arfani (Piergiorgio Arfani), Tendering and Pre-sales Support Manager | ServiceNow of Xinsheng Company clarified the added value of ITSM and CSM technology in the development roadmap of Italian company.

The meaning and use of IT service management

He explained: “The IT service management solution is the original module of the ServiceNow product and the most widely used platform application by Italian companies. In fact, ITSM tools can simplify the process of managing requests and providing information services, so that the technical team and End users benefit. Employees and collaborators can easily request help from IT staff through portals or mobile applications. Thanks for the module again knowledge base, They can browse resources and documents shared on the network to find solutions to problems independently; thanks to one search engine It is easy to use directly and can speed up the retrieval of relevant information”.

In the latest professional version, the ITSM solution also introduces Virtual agent, This is a chat bot that uses natural language understanding technology to automatically implement requester support.

IT service management services, all the advantages brought to the IT team

If ease of use and response speed are the main benefits to users, IT service management also provides a series of benefits for implementers (ie, IT support staff).

“First-Arfani list-ServiceNow solution allows you to build and optimize an effective workflow, Custom dashboard Depending on the type of user (for example, first-level or second-level assistant or supervisor), tickets are automatically classified based on priority to configure and monitor the service level used to resolve requests.

According to ServiceNow’s ITSM

As Arfani said, compared with other ITSM platforms, the difference between “Immediate Service” is Soluzioni out of the box Guide the company to redesign the process to achieve rationalization and standardization. He clarified: “Many similar applications require a lot of customization, which complicates future updates. They are also usually outdated and therefore not suitable for supporting new digital features, including mobile tools. Instead, ServiceNow proposed The workflow and modules are the result of experience and results. Feedback collected from customers, And then develop by listening to effectively respond to the actual needs of the company.”

Application of CSM

The same benefits of ServiceNow for ITSM applications are translated into the field of customer service management. “In this case-Arfani concludes-they are Users outside the company, Then customers and partners, who turn to agents or customer service operators for help to solve the problem.”

Specifically, the “Immediate Service” solution provides:

• Customizable self-service options and automation functions;
• Tools for optimizing request management and providing support to users (for example, it is better to assign the same operator to the customer);
• The ability to create a continuous workflow between the customer service department and other company departments to speed up response time.

TOW 80 skills, methodology and service management activities

In the implementation of ITSM and CSM projects, the added value of partners like TOW 80 is the ability to provide real advice.The goal is to lead customers to Redesign the process according to the ServiceNow method, To minimize custom development.

As the Italian company reiterated on the basis of past experience, it is worthwhile to follow the platform’s guidelines to optimize the workflow.Of course, this requires “intellectual honesty” and therefore the ability to persuade customers to change their views and Believe in new ways, But without hiding the initial effort to maximize the magnitude and duration of the return.

TOW 80 skills and methods

“TOW 80-Arfani pointed out-provides a High level of expertise on the platform, Not only for technical knowledge, but also for program solutions.Actually we got marriedImplementation methodology Being a member of ServiceNow, it tends to have a step-by-step roadmap, starting with limited projects, but paying off quickly. Then, it will be the same customer who is convinced of the successful execution of the plan and requests further applications to expand the functionality of the platform. “

Another advantage isMore than 30 years of experience in the field of IT integrationTherefore, they understand the knowledge of other solutions that constitute the customer’s information ecosystem and must coexist with the ServiceNow application to preserve previous investments.

Who does Service Now provide IT service management services?

If TOW 80 is a consultant who can guide the adoption of ServiceNow, then customers must still achieve sufficient maturity in digital transformation: “Not all companies are mature-emphasizing Arfani-. First of all, this is a cloud solution and still needs to change thinking Ways and willingness to change. The company must be persuaded to make a leap, usually driven by mobility, growth goals, desire for innovation, and the need for efficiency and time to market.”

In short, it must be supported by the most advanced ITSM and CSM technology (TOW 80 experience) and (customer’s) awareness and jointly take the path of innovation to optimize the work process inside and outside the company.