ITSM Plus

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Coforge honored with ServiceNow 2024 Emerging Industry Partner of the Year – Worldwide award.

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IT Service Management & Integrations

Our IT Service Management (ITSM) Capability focuses on best practice architecture, implementations, and managed services for: ServiceNow IT Service Management, ServiceNow IT Asset Management, ServiceNow CMDB and Service Portfolio Management, Integrations between ServiceNow ITSM and telephony solutions, Integrations between ServiceNow ITSM and cloud management tools, Integrations between ServiceNow ITSM and sentiment analysis tools

Enhance your IT Operations with Coforge ITSM Plus.

Coforge ITSM Plus is an extension to ServiceNow that delivers a variety of features that are a value addition over the existing ServiceNow out of the box features. Coforge ITSM Plus boasts the following features:

Process Orchestration: Automate tasks across various departments such as incident, problem, knowledge, change and service request management.

Improved Incident Management: Coforge ITSM Plus automates incident communication plans, creates problem records from incidents and assigns them to the right person. It also includes features to streamline incident resolution and reporting.

Enhanced Problem and Knowledge Management: ITSM Plus can automatically create knowledge articles from problem tickets and includes features to capture root cause analysis and comes with pre-configured KPIs and reports.

Streamlined Change and Service Request Management: ITSM Plus allows for improved and digitized post-implementation review, CMDB driven approvals, and the ability to track the actual start and end dates of changes.

Coforge ITSM Plus can help you improve your service desk's efficiency and effectiveness.

What Sets our Capability Apart

Coforge's focus on upfront design thinking ensures customers don’t just get what they want but also what they truly need for their business. In every ITSM implementation there is consistent focus on clear communication, customer education, and delivering Day 1 outcomes.

One of a few partners that understands hybrid cloud or cloud-native as the new context for ITSM. We have consults deeply experienced in cloud migrations, cloud provisioning, and cloud resource management.

Coforge ITSM consultants have ITIL, SIAM, and DevOps certifications and substantial industry experience. This knowhow is incorporated into all engagements.

As Coforge ITSM consultants also have practitioner experience, our service management solutions ensure the business context is maintained throughout the project, and there is a roadmap mindset to adopt the right capabilities at the right time for the organisation’s maturity journey.

Key Differentiators

Incident and Problem Management

Ensure the building blocks of your ITSM capability is rock solid with the ability to proactively resume services with intelligent workflows and powerful root cause analysis features.

Change & Release Management

Fast-track change approvals, automate deployment scripts, and maintain control and manage risk all on the one platform.

Request Management

Automate requests for products and services for employees and customers using intuitive ordering experiences and smart provisioning actions.

Virtual Agent for ITSM

Coforge has brought real innovation to the virtual agent experience for employees by ensuring interactions take into account the local context for our global customers.

IT Asset & Cost Management

With Core Asset Management, organisations can track costs, quantities, and contracts for hardware and software. In addition, Cofroge has developed an enterprise-grade framework for IT Financial Management that can automate SaaS software cost budgeting and chargeback.

CMDB and Digital Portfolio Management

Build logical representations of assets, services, and the relationships between them that comprise the infrastructure of your organization. In addition, Cofroge has deep expertise aligning the CMDB to ServiceNow’s Common Services Data Model (CSDM) to ensure your products and services can be utilised across the enterprise.

Integrations

Cofroge can harness decades of collective experience to quickly build out your SIAM integrations or automate the fulfilment valuechain. Utilise powerful OOTB Integration Hub capabilities or create a custom solution, either way you’ll have a robust enterprise-grade solution.