WinklixIT Solution Simplified
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Business Units
ServiceNow ITSM helps organizations optimize IT operations and reduce costs by offering features like incident, request, problem, change, service level management, knowledge management, and configuration management. These capabilities automate and streamline workflows, enhance service delivery, and boost overall IT efficiency.
ServiceNow ITSM streamlines IT service workflows, enhancing productivity across IT operations. It is widely adopted by both mid-sized and large organizations, especially in highly regulated sectors such as finance, healthcare, life sciences, and government.
ServiceNow ITSM helps optimize IT service workflows and increases IT productivity. This solution is widely adopted by both mid-sized and large organizations and is a top player in highly regulated industries such as finance, health and life sciences, and government.
ServiceNow ITSM has earned eight successive leadership positions in Gartner's ITSM Magic Quadrant. Also, some of the biggest brands in the world use ServiceNow ITSM, including Airbus, CERN, Henkel, Al Jazeera, and Deloitte.
Since 2014, Winklix has offered expert ServiceNow ITSM advisory services to help businesses overcome IT process disruptions and effectively manage IT support costs.
Employees can submit incidents through a self-service portal, chatbot, email, or phone.
Intuitive Kanban-style boards allow IT teams to manage incident tasks, assign team members, create task checklists, and set task priorities.
A mobile app empowers IT teams to triage, resolve, and close incidents while on the go.
Automated determination of a ticket’s priority based on the impact and urgency of the incident.
Machine learning-powered recommendations assist IT agents in resolving incidents by suggesting solutions based on similar cases.
Configurable, role-based reports and dashboards display key metrics such as incident status (e.g., unassigned, overdue), priority (high, medium, low), resolution time, and more.
Guidelines for IT service agents on how to fix repeated incidents.
Integrated dashboards that enable the identification of issues and facilitate the remediation of abnormal patterns and trends.
IT service agents can share known errors and solutions, along with workarounds, to expedite the resolution of similar issues.
Automated approval for standard and low-risk changes.
A map that illustrates the potential impact of a proposed change on IT systems, services, and configuration items.
Faster change implementation through the integration of ServiceNow with a DevOps pipeline, streamlining Change Management processes.
A single platform where employees and customers can request services from IT, HR, and other departments, while accessing service-related information.
Drag-and-drop functionality to build workflows that automate request processes.
The service portal, equipped with a built-in ServiceNow chatbot, enables customers and employees to find answers and resolve issues 24/7 through keyword search and natural language processing.
Request-related collaboration on the move for an IT team, request tracking for customers and employees, including automated notifications of, for example, a change in the status of a request.
Automation of asset requests, fulfillment, and ordering processes.
Management of hardware and consumables inventories for stockrooms, including items like computer keyboards, mice, and other peripherals.
Automation of the contract lifecycle, including approvals and renewals, for various agreements such as leases, warranties, maintenance, and service contracts, covering both hardware and virtual assets.
Automated contract lifecycle management, including approvals and renewals, for a range of contracts such as leases, warranties, maintenance, and service agreements, covering both hardware and virtual assets.
AI-powered identification of knowledge gaps in incident resolution, with automatic task assignment to service agents for creating knowledge articles in ServiceNow ITSM. This helps fill gaps and enhances self-service capabilities for customers and employees.
Knowledge articles are created directly from active cases, incidents, and discussions within engaged communities.
A robust, powerful search across knowledge articles, delivering personalized results for agents, employees, and customers.
Reports and dashboards to monitor the usage, aging, and feedback on corporate knowledge.
Automated assignment of translation tasks, detection of missing translations for knowledge articles, and other related processes.
The CMDB gathers and organizes information about all IT assets, offering visualization and reporting on configuration items, audit trails, and more.
Collection and analysis of critical CMDB metrics, such as the completeness of required and recommended CI fields and the accuracy of CIs based on predefined data integrity rules, to provide insights and actionable steps for improving the performance and health of the CMDB.
Fast and seamless ingestion of large volumes of third-party data into the CMDB using Service Graph Connectors.
Mapping, querying, and visualizing complex relationships between CIs across tables with clear graphical representations.
Tracking key metrics, such as the number of new and closed vulnerable items and Mean Time to Remediate (MTTR), to identify opportunities for improving the performance of IT services.
Automatic notifications of deviations from projected values for monitored configuration items.
Proactive detection of major incidents through machine learning-based identification of similarities across incidents.
Machine learning-based classification of tasks, incidents, and cases, automatically routing them to the appropriate agents.
Accurate prediction of resolution time through regression analysis.
Creating customer satisfaction surveys for IT services using custom templates and distributing them to targeted users or user groups.
Creating intuitive graphs from survey results, such as visualizing the evaluation of IT service quality.
Agents and managers can create, schedule, and send surveys from a single interface, with additional features like conditional questions and the ability for users to modify their answers.
Creating surveys for users outside the ServiceNow system, storing anonymous responses, and displaying the results on scorecards.
A drag-and-drop designer to create configurable workflows that define actions based on SLAs, such as notifying an assignee to prevent a task from breaching the SLA.
Comprehensive visualization of all SLAs associated with a related task, including stages and timings of each SLA task.
Automatic notifications to service providers and consumers, such as alerts for SLA breaches.
Configurable, role-based dashboards to monitor service delivery and drive continuous service improvement.
Accessible through collaboration platforms like Slack and Teams, a virtual agent will create cases, log conversation history, and help employees find instant answers.
Providing staff with up-to-date, relevant, and targeted content for different campaigns (e.g., health benefits enrollment) based on their location, role, and job type. This includes evaluating campaign effectiveness and tracking outcomes, such as employee engagement with the campaign.
A simple, fast, Google-like search for information related to various services (e.g., HR, IT, workplace services) within the organization, retrieving results from the knowledge base, services, and forums.
Integrated case management allows employees to open and track cases and related activities, utilizing e-signatures, forms, and checklists for streamlined support.
Forums enable employees to collaborate on job tasks and work-related content, fostering teamwork and knowledge sharing.
Scheduling shifts, breaks, and time-offs for the IT service team.
Reports on team and individual performance based on metrics such as problems resolved, average handle time, and first call resolution.
Service team managers can now monitor agents' conversations and listen to voice recordings across all communication channels.
Managers can now use predictive analytics from ServiceNow to identify skill gaps and base their coaching and training recommendations on these insights.
Tracking assignment queues and monitoring wait times.
IT service delivery costs due to request automation
IT staff effort per incident due to intelligent issue categorization and routing
IT staff overall productivity due to employee self-service, virtual agents, and more
To avoid ITSM data silos and streamline IT service workflows, Winklix recommends integrating ServiceNow ITSM with the following corporate systems.
ServiceNow ITSM + HR software: Simplifies the process of provisioning relevant equipment—whether physical (e.g., desk and computer) or intangible (e.g., email accounts, logins)—for employees joining, being promoted, or transferred within the organization. ServiceNow ITSM tasks are automatically generated using data from the HR application, such as name, role, team, and department.
ServiceNow ITSM + CRM: This solution automatically creates and resolves customer cases in ITSM, providing CRM users with enhanced visibility into a customer's incidents, problems, and requests. It eliminates bottlenecks in customer service, reducing response times. Additionally, customer priorities, value, and other relevant details from the CRM are displayed in the customer's account within ServiceNow ITSM.
ServiceNow ITSM + ticketing software: To streamline issue resolution and enhance collaboration between IT and development teams through synchronized incident data. When an IT team creates an incident ticket in ServiceNow ITSM, a corresponding issue is automatically generated in the ticketing system. The status, details, and comments from all relevant teams are then updated in real-time across both systems.
ServiceNow ITSM customizations include code-based adjustments to access controls, tables, form fields, email notifications, IT service workflows, and integrations, such as connecting ServiceNow ITSM with third-party ITSM systems. Additionally, ServiceNow ITSM supports the development of a wide range of custom applications. For example, our team created a custom ITSM mobile app that seamlessly integrates SolarWinds with ServiceNow.
With 10 years of experience in IT Service Management (ITSM) and 14 years of expertise in delivering ServiceNow consulting services, Winklix helps organizations unlock the full potential of ServiceNow ITSM solutions. These solutions offer comprehensive visibility into IT processes and infrastructure, streamline the resolution of user requests and incidents, and optimize IT costs.
At Winklix, we distinguish between project administration and true project management—a distinction often overlooked in the industry. We prioritize effective, hands-on project management to ensure successful outcomes for our clients, no matter the challenges that may arise.
