Why deploy Service Operations from ServiceNow?

Service Operations gives your business unprecedented visibility into IT and operational performance through a single, intuitive dashboard – much like the dashboard of a car, where every essential piece of information is readily available, easy to read and intuitively organised.

This clear, centralised view empowers you to improve the efficiency, flexibility and performance of complex services with multiple interdependencies, driving better business outcomes at every level.

Generative AI is at the heart of this approach, amplifying the maturity of Service Operations by delivering precise data analysis, automating processes and applying predictive capabilities to address issues before they impact operations. Generative AI is a foundational element of Service Operations, powering and enhancing all aspects of the process to make sure your organisation is always one step ahead.

One dashboard to drive efficiencies and deliver outcomes at every level

Better alignment with business goals

Ensure IT and operational decisions are always in sync with business priorities, so that any projects and initiatives you undertake will contribute to your wider strategic objectives. With AI-driven insights monitoring and analysing service KPIs, you can make sure that services are meeting business needs and delivering real, measurable value for your digital investments.

Enhanced customer experiences

Make customer satisfaction central to your decision-making, with a service-focused delivery model that creates better and more consistent experiences at every touchpoint. AI-powered service recommendation engines can automatically suggest additional services or optimisations tailored to specific customer needs, which will improve user satisfaction and service uptake. For your internal team, this means fewer escalations, smoother workflows and more time for value-added tasks.

360° visibility for ongoing improvement

A comprehensive view of all your service ecosystems means you can focus on optimising service performance to enhance reliability. With proactive monitoring of KPI’s and the power of AI, you gain real-time insights into areas needing attention, allowing you to make targeted improvements that address root causes, not just individual components.

More efficient and tailored operations

Prioritise requests, challenges and issues based on their criticality and impact, so resources are always focused where they matter most, and any issues are quickly resolved. Predictive AI models can anticipate which services or components are most likely to experience issues based on usage patterns and other trends, so you can make the smartest use of your resources. With AI keeping a constant watchful eye, you’ll have more time to focus on what truly matters, with less rush and more opportunity to deliver impactful results.

What is Service Operations?

Service Operations is the platform that modernizes, automates and optimizes your technology service operations. By bringing together IT Service Management (ITSM), IT Operations Management (ITOM), underpinned by the Common Services Data Model (CSDM) and Configuration Management Database (CMDB) on a single unified platform, ServiceNow enables organizations to deliver resilient, cost-effective services while elevating employee productivity and experience.

But what does this mean in practical terms? Let’s break it down.

The outcomes that matter

ServiceNow combines these two powerful approaches into one platform, enabling businesses to manage their entire IT ecosystem with clarity and control. By integrating ITSM and ITOM, ServiceNow delivers:

Unified visibility across your IT operations, breaking down silos and improving collaboration.
Automation at scale to reduce manual effort and free up your teams.
Real-time insights to anticipate and resolve issues before they impact your business.
Cost savings through optimised processes and efficient resource management.

ServiceNow acts like a smart assistant that brings all these tools together in one place

Service operations includes:

Event management identifies and prioritises issues based on their impact on business services.

Service mapping automatically creates a map of IT services to identify dependencies and the impact of IT components on business services.

Orchestration automates routine tasks and processes, which reduces manual effort and the risk of human error.

Performance analytics provides real-time and historical insights into IT operations performance.

Cloud management optimises resources, ensures compliance, and boosts performance across multi-cloud environments.

Operational intelligence uses machine learning to detect anomalies and predict issues before they impact the business.

Configuration management database (CMDB) centralises information about hardware, software, and network components, with their relationships and dependencies.