Sponsor: Service-Now.com

Your pain‑free guide to ITIL and Service Strategy

Learning ITIL is not easy. Memorizing all those technical terms and processes could easily put you to sleep…or maybe make you want to cry.

No tears here, my friend. This is a different kind of ITIL guide.

Yes, ITIL can be dry, but this eBook is jam‑packed with enough playful explanations and cheesy jokes to keep you happy and awake.

You’ll learn:

• What ITIL is and why it’s so important to keep everything running at work
• How ITIL works in five main stages to prove you know how to facilitate the smooth delivery of IT services
• A deep dive into the first stage: Service Strategy

Happy (tear‑free) reading!

In the race for greater differentiation and innovation, Legacy ITSM systems are slowing businesses down in a big way. It’s becoming harder and harder for IT to serve the business with technology that is outdated, rigid and complex. Organizations intent on “getting by” aren’t doing the business any favors. In fact, the “do nothing” approach is putting the business at serious risk.

This short paper takes a look at some of the challenges businesses are facing today and what’s at stake if they continue down the legacy path, including:

• Continued depletion of IT budget and resources
• Inability to meet the needs of a growing millennial workforce
• Failure to innovate and drive business outcomes

Learn how automation is the key to saving time and boosting satisfaction

This eBook, “Accelerate Service Delivery with Automation,” will help you reclaim lost productivity with:

• An overview of the objectives and benefits of automation
• Best practices for transforming your ITSM into a modern, reliable experience
• Useful measurements for gauging progress and demonstrating the success of your automation efforts

Get the eBook

Ready to Wow Your Workforce?

5 key initiatives for a service desk that’s built to impress.

A rock star service desk keeps a company humming along. But when they miss a beat, productivity comes to a screeching halt.

Create a service desk that’s built to impress with Five Key Initiatives to Wow Your Workforce with Your Service Desk. This September 2015 Forrester Research report by authors Elinor Klavens and Eveline Oehrlich features five powerful initiatives to help your service desk shine at every “moment of truth”—those critical occasions when they interact directly with your workforce.

Discover how to strengthen their link in the workforce enablement chain by:

• Separating incidents from service requests to improve service delivery
• Evaluating your contemporary workforce enablement building blocks
• Tirelessly pursuing automation and self-service opportunities
• Equipping your agents with the skills of an ambassador
• Getting your workforce the tools they need

See why Gartner's 2015 Magic Quadrant recognizes ServiceNow as a leader for the second year in a row

Each year Gartner assesses the viability and competitive strength of vendors in the IT service support management (ITSSM) space. This valuable report helps users determine which solutions best fit their needs, based on the tool capabilities, the integration with IT Operations Management solutions and more than a dozen other factors.

For the 2nd year in a row, ServiceNow is recognized as a Leader in this Gartner Magic Quadrant. Check out what makes us different.

Get the full, complimentary report to:

• Receive an assessment of key vendors
• Get a snapshot of the overall market overview
• Learn why ServiceNow remains a leader

Gartner [Magic Quadrant for IT Service Support Management Tools], [Chris Matchett | Katherine Lord | Tapati Bandopadhyay], [25 August 2015]

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner construed as statements of fact. Gartner disclaims all warranties, expressed or research publications consist of the opinions of Gartner's research organization and should not be implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Tracking and managing physical and virtual assets using separate systems of record is a time-consuming, labor-intensive, error-prone chore.

Read Eight Tips for Winning the IT Asset Management Challenge and find out how consolidating multiple solutions into a single system of record with ServiceNow enables you to:

• Accurately track assets
• Automate key reports to gain better visibility into asset ownership and utilization
• Create self-service portals and automated workflows
• Improve the user experience while reducing IT overhead

A recent survey shows that simply using email and spreadsheets to get work done leads to declines in productivity. On average, managers spend two days a week on unnecessary admin tasks outside of their core job functions. As a result, half of respondents said they did not have time for more strategic initiatives.

Why does getting routine work done take so much time? Join ServiceNow strategy leaders Dave Wright and Ron Markham to hear the findings of a new study on “Today’s State of Work: The Productivity Drain,” and get practical advice on how to apply its learnings to your organization.

In this On-Demand webinar you’ll learn:

• How work gets done today and causes for employee productivity drains - as evidenced in a new research report
• Real-life examples of companies who have moved beyond email
• A practical guide of 5 steps you can take now to move beyond email
• The best situations in which service management provides an alternative to email to run a company’s services

The IT Revolution is happening and the time for change is now – don’t settle for inflexible systems built on legacy technology.

Download this white paper for information and ideas on how you can:

• Get the most out of managing IT in the cloud
• Eliminate upfront investments and maintenance costs
• Understand how the cloud platform makes integration easy
• Get immediate access to data that drives decisions and tracks IT performance
• Revolutionize IT services with automation and transparency

Download the white paper to find out how the enterprise IT cloud can help your organization not only keep up with today's IT complexity, but manage it more efficiently than ever before.

Today, enterprises are increasingly dependent on business services delivered by their IT organizations. These services underpin almost every business function, ranging from manufacturing and supply chain through to customer service and online sales. Because of their critical nature, business services need to be highly available and responsive – any disruption has a major financial and customer impact.

Download this study to learn more about ServiceNow’s ServiceWatch and how it can help your organization prevent outages that could lead to:

• Lost revenue
• Lost employee productivity
• Lost customers

Insurance Giant Allstate Corporation, like many companies, found it persistently challenging to maximize the value of the IT services it delivers to employees and customers. So they turned to ServiceNow’s cloud-based IT Service Management(ITSM) solution. Since deployment in 2013, Allstate has levered ServiceNow to:

• Improve IT state productivity levels in incident and change management operations
• Improve how incident –related data flows through the organization and, ultimately influencing decision making for the better of the business

Download this case study to learn more about how ServiceNow transformed Allstate’s IT services

The day-to-day benefits of cloud-based service automation are well-documented. But what can be harder to ascertain is the quantitative benefits, the money saved, and the impact on the company’s bottom line.

IDC and Equinix teamed up to crystallize the benefits of true economic benefits of ServiceNow’s IT service automation. Download this report to learn:

• The average annual benefits of Service now over five years
• The actual time to payback of the ServiceNow investment
• The true ROI of ServiceNow

Millions of hours per year are spent on unnecessary tasks and inefficient processes.

ServiceNow surveyed nearly 1,000 managers in the US and the UK to understand the effectiveness of the tools and processes in their corporate environment. Results revealed nearly two days a week are spent on administrative tasks that are not core to their jobs. There’s an exponential impact on an organization’s top and bottom lines as employees have less time to do their jobs and it takes more people to complete the job.

Learn about how your organization can overcome the obsessive use of email and spreadsheets to get real work done.