IT Service Management (ITSM) Tenant
IT Service Management (ITSM) Tenant
About IT Service Management (ITSM) Tenant
ServiceNow is a cloud-based workflow automation platform that enables enterprise organizations to improve operational efficiencies by streamlining and automating routine work tasks.
ServiceNow offers solutions for IT service and operations management, employee and customer experiences, low-code, and hyper-automation. The platform includes core capabilities that digitize, connect, and automate siloed processes to create a workflow.
What problems it solves
IT Service Management (ITSM) organizes, monitors, and assists with the delivery of IT services to customers.
What the Service provides
- Incident Management
- Request Management
- Change Management
- Knowledge Management
- Reporting Tools
- Notifications
Benefits of this Service
- IT Service Management
- Automated workflows
- Cloud-Based
- Robust integration capabilities
- Platform can be expanded through additional modules to meet business needs
Billing Unit: User/Month
Billing Code: 4620
Eligible Customers
- All State Agencies, Boards and Commissions
Service Prerequisites
- Requires either IT Service Management (ITSM) Fulfiller License or IT Service Management (ITSM) Business Stakeholder License
Scope of Service
- Customers can request assistance or support via the ServiceNow Customer portal. Click on ADOA-ASET Service Desk. Select ServiceNow Support.
- If you would like to add or decommission a service, please submit a service ticket via the ServiceNow Customer portal. Click on ADOA-ASET Service Desk and then select the appropriate service.
Service Commitment
- Response Time: 24 - 48 hours (depending on severity)
- Resolution Time: Dependent on issue
- Support Time: 8AM - 5PM Monday - Friday (after hours on-call provided on production systems as needed)
Related Services
- IT Service Management (ITSM) Fulfiller License
- IT Service Management (ITSM) Business Stakeholder License
How to order this Service
To order this service or for any questions related to it, please reach out to your Engagement Manager. Click here for a full list of Engagement Managers by Agency. Alternatively, click here to submit a Contact form (select Subject "Engagement Management").