| Welcome to ServiceNow® IT Service Management Pro Whether you've just upgraded to ITSM Pro or want to expand the value of your existing ITSM Pro deployment, this guide gives you the information you need to benefit from ITSM Pro's advanced capabilities. You'll find proven guidance and links to valuable resources—all designed to set you on the path to success. Let’s get started! | | |
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| Guide Overview Here’s an overview of the topics we will cover in the guide: Start by familiarizing yourself with ITSM Pro Align strategic investments to achieve business outcomes Learn how to work successfully with ServiceNow experts Chart a path to successful self-implementation Prepare for organizational change Bookmark the ServiceNow Customer Success Center (CSC) Start by familiarizing yourself with ITSM Pro ITSM Pro includes all the capabilities of ITSM Standard and adds the following Now Intelligence capabilities: Additionally, ITSM Pro now includes the following Modern Governance capabilities: DevOps Foundations: Connect ServiceNow to your DevOps toolchain to provide data insights, accelerate change, increase development performance, validate configuration data, and increase the visibility of your DevOps environment (product page) (product documentation) (Community page) DevOps Change Velocity: Import data from your CI/CD tools to automatically create and approve change requests enabling developers to remain in their tools and empowering them to deliver innovation faster without sacrificing quality and compliance (product page) (product documentation) Digital Product Release: Gain end-to-end visibility into the release process and automate release readiness enabling product teams to plan and deliver new product versions consistently within automated guardrails (product page)(product documentation) (Community page) You’ll find links to product documentations of other unique ITSM Pro capabilities in the box on the right. You can also get a high-level overview of ITSM Pro's advanced capabilities in this solution brief, or check out this infographic to know more about what ITSM Pro capabilities. Identify your desired business outcomes ITSM Pro lets you supercharge your service experience, but you don't need to do everything at once. Familiarize yourself with what ITSM Pro can do, and then decide which business outcomes you want to drive first. For example, you can: Drive lower call volume using the self-service portal and Virtual Agent Track performance and progress toward goals with Performance Analytics Establish a culture of employee self-service through Employee Center Increase change throughput while minimizing risk and overhead with DevOps tools integrations By reviewing these outcomes, you'll quickly arrive at the right starting point for your organization. This whitepaper also gives you an easily digestible overview of ITSM Pro use cases and shows you anticipated business outcomes. You can also check out Now Intelligence for Dummies for a deeper dive into Now Intelligence concepts. | ITSM Pro also includes: ITSM Enterprise also includes: Workforce Optimization Process Optimization Supporting Platform applications: AI Search Benchmarks Configuration Management Dynamic Translation (Pro and Enterprise) Employee Center Knowledge Management Mobile Agent Now Mobile Reports and Dashboards Service Catalog Service Level Management Surveys and Assessments | |
| Chart a path to implementation Work with ServiceNow experts If you have chosen to work with a ServiceNow partner or ServiceNow Expert Services for your implementation, it’s important to clearly communicate the business outcomes you want to achieve and agree on a well-structured roadmap to attain these goals. If you need guidance on successfully engaging with an implementation partner, this workbook is an excellent starting point. To accelerate time to value and reduce risk, make sure that your partner uses Now Create, ServiceNow’s library of more than 700 leading implementation practices. We also recommend you use Now Create if you are self-implementing, as it provides a wealth of assets designed to guide you to success. If you want to work with a partner but haven’t selected one yet, check out our Partner Finder or talk to your ServiceNow account representative about ServiceNow Co-Delivery Services. For those of you who have purchased ServiceNow Impact services you will have ServiceNow experts and resources at your fingertips to help you through your implementation and achieving your goals. If you do not have a ServiceNow Impact package, consider how having dedicated resources, discounted training, and jumpstart services can help you get the most out of your ServiceNow investment. Read more here. Self-implementation Get your implementation on track with our QuickStart guides Once you’ve decided which ITSM Pro capabilities you want to implement first, it’s time to get going. We’ve created the following set of QuickStart guides that show you how to self-implement Performance Analytics, Predictive Intelligence, Virtual Agent, and Digital Product Release. These guides lead you through a complete implementation path, including initiating, planning, executing, delivering, and closing your implementation project. Keep in mind that these guides are designed to support a comprehensive implementation. If you’re starting with a pilot, focus on the subset of activities in the guide that will help you to accomplish the objectives of your pilot. If you’re planning a Virtual Agent pilot, this Success Insight is designed to help. And don’t forget to activate the Now Intelligence plugins on your ServiceNow instance. Performance Analytics Predictive Intelligence Virtual Agent Additionally, we’ve created the following adoption journey guide for our DevOps Change Velocity product that details how to get started with our DevOps products. Note, this is not a detailed self-implementation guide, like above, but does provide insight into the adoption steps for DevOps Change Velocity and how you can get to value. Build your team’s skills If you are planning to self-implement, you need to give your platform team the skills they need to succeed. The best way of doing this is to become a certified ServiceNow professional. Here’s a selection of on-demand courses to get you started. Join the community Visit the all the products’ community pages. You’ll find best practices and other useful resources for implementation, and it’s also the forum to talk to ServiceNow experts, get your questions answered, and connect with other community members. Links for the pages provided in the last section of this guide. Understand ServiceNow releases and upgrades If you’re not already on the latest ServiceNow release, we strongly recommend that you upgrade before you go live. By upgrading, you get new ServiceNow innovations into the hands of your users faster, get access to the latest performance and security enhancements, and ensure that support is there when you need it. To make your upgrade smooth and successful, look at these upgrade resources. | | |
| Prepare for organizational change To successfully deploy ITSM Pro, you need your business to understand and use the applications, and to recognize its benefits. With many different stakeholder groups, it is essential to ensure everyone understands the benefits for them, and how to get the most value out of the system. This webpage provides detailed guidance on how to plan for organizational change. If you need help creating a winning communications plan, this communications plan template also provides useful advice. The following course is a great starting point for training: Get Started with the Now Platform | | |
| | Bookmark these resources! | |