ServiceNow ITSM

Harness the power of ServiceNow ITSM to optimize IT workflows, reduce downtimes, and increase ROI.

ServiceNow ITSM Professional

Modernize Your IT Service Management

ServiceNow ITSM is the industry-leading IT service management tool to increase productivity, streamline services, and achieve new insights into your business.

ServiceNow’s cloud-based platform creates an agile, easy-to-use solution for IT managers to review in-depth dashboards, accelerate service delivery, and maintain compliance.

My sincerest thanks to the V-Soft team for their collaboration and support – it has been a great partnership. We accomplished the ServiceNow production deployment on-time and under budget.

               -User Services Manager, Public Research University

ServiceNow ITSM Product Expertise

Use the power of the Now Platform’s automated workflows, artificial intelligence, robotic process automation, and robust analytics dashboards to streamline your IT service management.

Incident Management

Boost employee productivity by delivering a better experience with intuitive omni-channel self-service and two-way communication. Reduce call volumes and deflect tickets using a self-service portal and chatbots and ignite agent productivity by assigning incidents to the right groups for faster resolution with the help of machine learning.

Change Management

Increase change velocity through dynamic approval policies and automated state transitions. ServiceNow uses fit-for-purpose change models to meet development teams exactly where they are based on their practices, tool chains, and maturity.

Knowledge Management

Drive user satisfaction that provides consistent, proven resolutions for your customers and employees to boost self-service. Promote knowledge sharing which empowers agents to create context-driven articles and harvest community solutions.

Problem Management

Minimize service disruptions through built-in dashboards to proactively analyze service performance and configurations resulting in quicker service restoration. Accelerate root cause resolution and eliminate recurring incidents as well as mitigate and prevent problems proactively by integrating current issues with other ITSM processes.

Service Portal and Request Management

Meet users where they are on a 24/7 service portal to deliver a personalized experience on the device or channel of choice with no extra development required. Improve user productivity by resolving common issues via AI, automation, and self-service which free’s up IT to focus on more complex requests.

Why Business are Switching to ServiceNow ITSM

ServiceNow ITSM Team

ServiceNow ITSM Services


  • V-Soft’s own ServiceNow domain
  • Immediate onboarding
  • Leveraging of existing processes
  • 24×7 support
  • Reduced licensing costs


  • Strategy/evaluation workshops
  • SaaS migration consulting
  • License optimization
  • Process mining and transformation
  • Digital maturity analysis
  • Digital roadmap


  • End-to-end implementations
  • Upgrades utilizing ServiceNow ATF
  • Code and configuration reviews
  • End-to-end testing
  • Performance fine tuning
  • Training and enablement services
  • Domain-specific offerings

Managed Services

  • Production administration
  • Continuous improvements
  • Platform governance
  • Ongoing enhancements
  • UX management
  • Performance monitoring
  • Incident management

IT Incident Management

IT Incidents can disrupt your operations, lead to downtime, and contribute to the loss of data and productivity. It’s crucial for organizations to take incident management seriously, as there are multiple benefits to a successful incident management process.

  • Efficiency and productivity
  • Visibility and transparency
  • Higher level of service quality
  • Insight into service quality
  • Service Level Agreements (SLAs)
  • Incident prevention
  • Improved mean time to resolution (MTTR)
  • Eliminated downtime
  • Improved experience
ServiceNow Professional Discussing Incidents

ServiceNow Change Management

By providing a set or clear processes to follow in planning, approving, and implementing IT changes, change management provides several significant advantages.

ITSM Change Management

Benefits to the Organization

  • Decreased number of change collisions, in which too many changes are scheduled simultaneously, resulting in conflicts and strained resources.
  • Increased ability to roll out changes without negatively impacting other operations.
  • Fewer failed changes, due to detailed documentation and effective review and evaluation processes.
  • More-accurate change classifications.
  • Integrated organization-wide change processes.
  • Improved change automation, streamlining processes and freeing up teams to focus on other vital tasks.
  • Enable business outcomes, in line with ITIL 4, which blends key DevOps concepts—such as CI/CD, safe-to-fail testing, and shortened feedback loops—into change activities.

Benefits to End Users

  • Enhanced transparency related to scheduled changes.
  • Reduced downtime due to improved communication.
  • Fewer disruptions because of unauthorized or poorly planned changes.

IT Knowledge Management

A single IT system can store and retrieve the collective knowledge and experience of an organization’s workforce. Knowledge Management shares expertise among employees, increasing efficiency, improving decision-making capacity, and creating faster and more-accurate issue resolutions.

Foster Innovation

Knowledge Management helps foster innovation. With easy access to shared ideas, experiences, and up-to-date information, employees have the resources they need to think outside the box and address evolving business needs.

Remain Competitive

Knowledge Management allows businesses to remain competitive. By sharing experience and information through easy-to-use tools, businesses become more flexible and intelligent, better prepared to spot issues easier and innovate quickly.

IT Knowledge Management

ServiceNow Problem Management

By providing a set or clear processes to follow in planning, approving, and implementing IT changes, change management provides several significant advantages.

Problem Management in ServiceNow

Benefits of Problem Management

With a structured workflow for diagnosing root causes and fixing problems, Problem Management helps eliminate recurring incidents and minimizes the impact of unexpected disruptions. Problem management can have several benefits when executed correctly.

  • Continuous service improvement
  • Avoid costly incidents
  • Increased productivity
  • Decreased time to resolution
  • Discover underlying causes
  • Increased customer and employee satisfaction
  • Minimized service disruptions
  • Accelerate root cause resolution

Service Portal and Request Management

Information Technology Infrastructure Library (ITIL) classifies requests from users as service requests. These requests are often recurring, so successful IT teams must follow a repeatable procedure to handle them.

Service Request Management Process


An employee submits a service request using employee portals, email, mobile apps etc.


Relevant teams assess the request, determine how urgent it is, what tools will be needed, and whether it requires approvals.


Based on information from the assessment phase, appropriate departments and tools are used to fulfill the request.


Once the request has been successfully fulfilled, the ticket is closed and archived.

Follow up

Solicit feedback from the employee to ensure the request was resolved and demonstrate commitment to employee experience.

ServiceNow ITSM Consultant

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