Toyobo Group uses ServiceNow to update help desk and incident management–ZDNet Japan

Toyobo Group adopted ServiceNow’s “IT Service Management” (ITSM) to transform the entire group’s help desk environment and incident management. ServiceNow Japan announced on October 5. Toyobo System Create is responsible for the introduction.

In the process of introducing ITSM, we conducted a process comparison and verification with the international standard ISO, and proactively obtained ITIL (IT Infrastructure Library) qualifications, and decided on a process close to it. Currently, it has begun to focus on event management operations, but plans to start configuration management and asset management in the future.

The group cited the function of the “ServiceNow Service Portal” as one of the reasons for adopting ITSM. The intuitive user interface that is convenient for users in the group is expected to increase the self-solving rate, which can be accessed from any device at any time, and the points of data analysis and visualization are also evaluated.

The effect of the introduction is not only that the response speed of the help desk is faster than before, but also knowledge search is now possible, which improves the self-solving rate of internal users and shortens the query time. Already done.

In addition, telephone-centric inquiries have been transformed to mail-centric, and the workload is significantly reduced by inquiring about links between e-mails and ITSM. Subsequently, as the number of inquiries increases, knowledge will also accumulate, so the accuracy of the entire department’s answer has improved, which is also a major advantage of the introduction.

In addition, centralized management and optimization of the query content can also realize the visualization of the work process, make it easier to prioritize each person’s tasks, and establish a reporting process, which greatly helps to improve productivity.

In the future, the group will enhance the chatbot and link it with ServiceNow to further respond quickly to incidents and improve convenience. In the future, ServiceNow will serve as the basis for activating company-wide communication and will connect with other systems such as sales and personnel.