Itsm Information

ITSM also helps business functions create a baseline for service performance and track improvements. "To be able to prove and demonstrate you are doing things more efficiently or just to better understand what people are doing is a big benefit," Wright said. ServiceNow client Vitamix, an Ohio-based manufacturer of high-performance blending equipment, uses its ITSM system in several areas, including HR. Heather Brizzi, Vitamix's IT manager, said the company's HR system had not been connected to the rest of its systems, so it lacked a "true system of record. Previously it used Microsoft's InfoPath (which Microsoft announced it was discontinuing earlier this year) and "missed a lot of information," which made it difficult for IT and other areas to fulfill service requests associated with onboarding, offboarding and other HR processes. Now that it is using IT service management, Vitamix's HR department has streamlined its routine processes, enabling it to "focus on the deeper dive stuff that it did not have time for before" without hiring additional staff or bringing in contractors, Brizzi said.