Modernizing IT Support Services with the ServiceNow Dynamic Duo: IT Service Management and ServiceDesk as a Service

Albert Calabrese

In today’s digitally driven business landscape, IT support plays a critical role in ensuring organizations run smoothly. From troubleshooting technical issues to maintaining customer satisfaction, IT support and help desk teams are the backbone of operational efficiency and business results.

However, as technology evolves and expectations for quick, efficient service grow, many organizations are finding that traditional IT support methods founded on manual processes and disparate tools are introducing significant challenges rather than meeting their needs. Here are five common IT support obstacles that legacy approaches create:

Siloed support channels – IT teams try to manage tickets, requests, and incidents across multiple, disconnected tools, such as email, spreadsheets, and phone systems. This fragmented approach causes a “swivel chair” effect, where IT professionals must constantly toggle between tools to access the information they need. It also results in a lack of data centralization, making it difficult for teams to collaborate and resolve issues efficiently.

Manual workflows – Legacy IT support systems tend to rely on manual processes for case assignments, prioritizations, and escalations. This reliance on repetitive, human-driven workflows introduces a higher risk of human error, delays response times, and diminishes service quality. Without automation, IT support teams find themselves bogged down by routine tasks, preventing them from addressing higher priority issues.

Data inconsistency – Inconsistent data across different systems is a pervasive problem in traditional IT support structures. When data isn’t synchronized across all platforms, IT support teams struggle to track accurate performance metrics, case statuses, and other crucial information. This inconsistency not only leads to poor decision-making but also results in missed service level agreements (SLAs) and a reactive approach to support.

Resource drain – A significant portion of IT teams’ time and resources is spent on managing multiple tools rather than resolving actual technical issues. This inefficient use of staff leads to higher operational costs, reduced productivity, and a drain on valuable resources that could otherwise be invested in strategic business initiatives.

Poor user experience – End users, whether employees or customers, often face long response times and complex workflows due to legacy support models. This slow service experience can lead to frustration, decreased satisfaction, and, in the case of customer-facing support, loss of business.

If any of these challenges resonate, it may be time to modernize your approach to IT support to prevent them from impacting your business.

Modernizing Your Approach to IT Support Services

In a fast-paced IT environment, traditional support methods often fall short of meeting modern demands. The good news? ServiceNow offers a solution to these challenges with its powerful combination of IT Service Management (ITSM) and ServiceDesk as a Service (SDaaS). Together, these solutions offer an efficient, scalable, cost-effective, and proactive IT support approach that enhances business outcomes. Here’s a detailed look at each offering and the transformative potential of combining them.

At its core, ServiceNow ITSM is a robust foundation for IT support that streamlines internal operations, automates case management, and provides real-time data for smarter, faster decision-making. Here’s how it helps IT teams overcome traditional support obstacles:

Eliminates repetitive work with automation – ServiceNow ITSM automates routine tasks like case routing, escalations, and approvals, reducing the need for manual intervention. This automation expedites case handling, minimizes errors, and allows IT teams to focus on high-value, strategic tasks that drive business growth.
Centralizes internal workflows – ServiceNow brings together all support requests, data, and workflows on a single platform. With everything in one place, IT teams no longer need to take a “swivel chair” approach. Rather, they gain full visibility and control over support processes, enabling them to work more efficiently and collaborate seamlessly.
Leverages AI for a proactive approach – ServiceNow AI predicts issues before they escalate, recommends resolutions, and prioritizes cases based on urgency. Faster resolutions, fewer escalations, and a more proactive approach to support help organizations keep operations running smoothly.
Uses real-time data for informed decision making – ServiceNow provides real-time analytics and reporting tools, giving IT teams the insights they need to make informed decisions quickly. By tracking performance metrics, identifying bottlenecks, and continuously optimizing workflows, IT departments can deliver high-quality service and stay aligned with business goals.

Complementing ServiceNow ITSM, SDaaS adds an additional layer of scalable, expert-led support that can grow alongside customers’ needs. Whether managing routine requests or handling overflow work during peak periods, SDaaS provides flexible, on-demand support without overwhelming internal staff. Key benefits of SDaaS include:

Scalable support – 24/7 support coverage to manage high-volume requests, after-hours needs, and complex technical issues. This ensures consistent service quality, even during periods of high demand, without straining internal resources.
On-demand expertise – Access to skilled support professionals who specialize in resolving a wide range of technical issues efficiently. This expertise minimizes delays in case resolution, especially for complex issues, by leveraging expert knowledge without the need to expand the internal headcount.
Cost-effective flexibility – Outsourcing specific support functions through SDaaS allows IT teams to scale operations based on current needs. This flexibility not only helps manage fluctuating workflows but also maintains high service standards in a cost-effective manner.
Seamless integration with ITSM – SDaaS integrates seamlessly with ServiceNow ITSM, ensuring that all support requests are logged and tracked within a unified platform for consistency and transparency.

The Benefits of a Unified IT Support Platform

Beyond the individual benefits of each offering, integrating ServiceNow ITSM and SDaaS unlocks a new range of advantages, creating a powerful, unified IT support platform.

All support requests, data, and performance metrics are tracked in real time, whether managed internally or outsourced. This seamless integration creates a single source of truth, ensuring consistent reporting, improved visibility, and control over all support activities. Additionally, the combination of automation from ITSM and flexible support from SDaaS empowers organizations to shift from a reactive to a proactive IT support approach that results in improved efficiency, streamlined workflows, reduced operational costs, and higher quality support.

Finding a Long-Term IT Support Partner

Navigating the shift from traditional to modern IT support models can be challenging, but you don’t have to do it alone. Navisite, part of Accenture, is standing by to help you on your IT support journey. Whether your goal is to improve internal operations, scale external support, or enhance the end-user experience, we’ll help you find the right balance of internal efficiency and external scalability to elevate your IT support strategy.

Ready to start transforming your IT support strategy? Contact us today to learn more about how ServiceNow ITSM and SDaaS can create the optimal support solution for your business. For more insights on this topic, watch our recent webinar, “The Double Shot Your IT Strategy Needs.”