Is your organization’s IT service management (ITSM) platform holding you back? Legacy systems, devoid of advanced AI, are quickly becoming a liability in today’s business landscape. Without capabilities like predictive analytics, virtual agents, and generative AI tools such as Now Assist, organizations face mounting inefficiencies, rising operational costs, and missed opportunities for innovation.
Upgrading to an AI-powered platform like ServiceNow ITSM Pro, enhanced with Now Assist, isn’t just an IT decision—it’s a strategic business move. It empowers organizations to streamline operations, slash expenses, and build a competitive advantage. As a trusted ServiceNow partner, KeenStack specializes in transforming your ITSM with AI-driven solutions tailored to your needs. This guide will help you build a compelling business case to transition from your outdated system to the future of ITSM.
Signs Your Legacy Platform Is a Roadblock
If you’re grappling with a legacy ITSM system, these pain points will sound familiar. They represent hidden costs and significant drains on productivity.
- Lack of AI Capabilities: Your team is manually handling every ticket, leading to slow resolutions and high labor costs. There are no predictive analytics to prevent issues or virtual agents to deflect routine inquiries.
- Manual, Repetitive Processes: Hours are wasted on repetitive tasks like ticket logging, categorization, and routing. These are prime candidates for the intelligent automation that modern AI delivers.
- Outdated and Uninsightful Reporting: Your dashboards lack AI-enhanced analytics. Generating meaningful insights requires manual data processing, which is slow, error-prone, and fails to provide a real-time view of performance.
- Integration and Scalability Issues: Your system struggles to connect with modern applications and cannot scale effectively with business growth, creating performance bottlenecks and operational silos.
These challenges directly impact your bottom line. An AI-powered ITSM platform is the clear solution.
Building Your Business Case: Quantify the Value of an Upgrade
To win stakeholder support, your proposal must focus on tangible ROI. Here’s how to frame the business case for ServiceNow ITSM Pro with Now Assist.
1. Quantify Current Inefficiencies:
Start by analyzing your existing operations to uncover hidden costs. How much time does your team spend on manual ticket resolution, report generation, or routine user inquiries? KeenStack’s AI-focused assessments analyze a month of your incident data to pinpoint labor cost savings achievable with Now Assist.
2. Highlight Transformative AI-Driven ROI:
ServiceNow ITSM Pro with Now Assist delivers powerful generative AI capabilities that directly translate into cost savings and efficiency gains:
Predictive Analytics: Proactively identify patterns and anticipate incidents before they escalate, reducing system downtime by up to 30%.
AI-Powered Virtual Agents: Deploy NLP chatbots to handle routine inquiries 24/7, reducing ticket volumes by up to 40% and freeing up agents for high-value work.
Incident and Chat Summarization: Now Assist for ITSM generates instant, concise summaries of incident histories and agent chats, accelerating handoffs and slashing mean time to repair (MTTR).
Automated Knowledge Generation: Automatically create and update knowledge articles from resolved incidents, improving self-service deflection rates and reducing manual documentation efforts.
3. Showcase Value for Development Teams with Now Assist for Creators:
For your development teams, Now Assist for Creators uses generative AI to accelerate innovation:
Code & Flow Generation: Convert natural language prompts into high-quality code and multi-step workflows, dramatically reducing development time.
Test & App Summarization: Automate test creation and generate clear summaries of app tables, simplifying collaboration and ensuring quality.
Custom Integrations: Generates spokes for seamless connectivity with third-party systems, enhancing platform flexibility.
4. Mitigate Risks and Align with Strategic Goals:
Frame the upgrade as a strategic imperative. AI-driven monitoring minimizes the risk of costly outages and security vulnerabilities inherent in legacy platforms. Moreover, show how ServiceNow supports key business objectives like accelerating digital transformation, enhancing customer satisfaction, and driving operational excellence through intelligent automation.
By presenting a clear, data-backed analysis of the costs of inaction versus the benefits of innovation, you can build an undeniable case for embracing an AI-powered future with ServiceNow.
Start Your AI-Powered Journey with KeenStack
If your organization is stuck on a legacy ITSM platform, you’re missing out on the AI-driven efficiency of ServiceNow ITSM Pro and Now Assist. From predictive analytics to generative AI tools like Now Assist for Creators, KeenStack helps you unlock cost savings and innovation. As a trusted ServiceNow partner, we’re here to guide you every step of the way.
Ready to embrace AI-powered ITSM? Contact KeenStack today for a complimentary assessment and a tailored roadmap to a cost-efficient, AI-driven future with ServiceNow ITSM Pro and Now Assist.
