ITSM

Transform Your IT Operations with Modern ITSM

Our ServiceNow ITSM solutions are designed to align IT services with your business goals. We help enterprises modernize their service delivery through automation, streamlined workflows, and proactive incident management — all on the ServiceNow platform.

Key Benefits :

Faster incident resolution through intelligent routing and SLA tracking
AI-powered virtual agents to reduce ticket volume
Real-time dashboards for performance and SLA compliance
Automated workflows to minimise human errors
Self-service portals for end-user empowerment
Knowledge management to reduce repeat issues and improve first-call resolution

Modules We Implement

Incident Management

• Auto-assignment of tickets using assignment rules and machine learning
• SLA enforcement and escalation matrix setup
• Email-to-ticket and chatbot ticketing

Problem Management

• Root cause analysis workflows
• Problem and known error database (KEDB)
• Change recommendations linked to problems

Change Management

• Normal, Emergency, and Standard Change workflows
• CAB approval processes
• Integration with CI impact analysis (via CMDB)

Request Management

• End-user request catalog and approval workflows
• Auto-fulfilment using Flow Designer or Orchestration
• Integration with procurement or fulfilment systems

Knowledge Management

• Role-based knowledge access
• Approval, versioning, and feedback mechanisms
• Integration with incident and request deflection

Service Catalog

• Custom multi-step forms and item workflows
• Dynamic variables and variable sets
• Cart, checkout, and approval chains

Configuration Management (CMDB)

• CMDB setup and CI classification
• CI relationship mapping and impact analysis
• Discovery and Service Mapping (when combined with ITOM)

Advanced Capabilities

Virtual Agent integration (Natural Language Understanding)
Mobile app support for agents and end users
Flow Designer and Automation Engine for code-less workflows
Integration with monitoring tools (e.g., SolarWinds, Zabbix)
Predictive Intelligence for incident categorisation and resolution suggestions

Lets Talk Now

From startups to enterprises, Yuvangle partners with clients to tackle complex challenges, streamline processes, and deliver measurable value throughout every stage of their ServiceNow journey.