Transform IT service management with ServiceNow
IT services should speed things up – not slow them down. Yet too often, they’re a messy patchwork of tools and manual fixes that drain time and frustrate users.
To deliver the speed and experience your people expect, your services need one source of truth, one language, and one platform that works seamlessly.
ServiceNow ITSM is the leading IT service management solution, designed to unify your processes, automate workflows, and deliver seamless experiences. And with FlyForm as your partner, you’ll unlock its full power – fast, simple, and built for results.
What is ServiceNow ITSM?
IT Service Management (ITSM) is the backbone of modern IT delivery. It’s how you keep systems running, resolve issues fast, and give users the modern experience they expect.
ServiceNow ITSM takes this to the next level – replacing manual processes and siloed tools with a single, intelligent platform that automates workflows, improves visibility, and drives continuous improvement.
Key benefits of ServiceNow ITSM
With ServiceNow ITSM, you can:
Resolve issues faster
ServiceNow ITSM uses AI-powered workflows and automation to cut resolution times dramatically. No more waiting on manual processes – incidents are routed, prioritised, and resolved at speed.
Reduce ticket volumes
Empower users with self-service portals and knowledge articles, backed by intelligent virtual agents. By automating repetitive requests like password resets, you free your IT team to focus on the bigger picture.
Improve user experience
Give your people the consumer-grade experience they expect. Intuitive portals, real-time updates, and proactive support mean fewer frustrations and happier users across your organisation.
From silos to slowdowns: Let’s solve your IT headaches
Managing IT services shouldn’t feel like firefighting, but for many organisations, it often does.
Siloed teams, manual processes, and outdated tools create bottlenecks that slow everything down. Reporting is a nightmare, visibility is patchy, and users are left frustrated when issues drag on.
Sound familiar? You’re not alone – and ServiceNow ITSM is built to fix it:
Siloed teams slowing down resolutions
Manual processes eating up time
Limited visibility of data and reporting
Poor end-user experiences
Organisations that adopt ServiceNow ITSM see a proven 195% ROI within three years.
Forrester Total Economic Impact™ Study
Why choose FlyForm for IT service management?
Technology alone won’t transform your IT services. That’s where we come in. As a pure-play ServiceNow partner, FlyForm specialises in ITSM solutions that deliver measurable outcomes for organisations across every industry.
We don’t just implement ServiceNow. We help you unlock its full potential.
100% ServiceNow focus
Proven track record
Boutique & agile
Leading CSAT scores
How we deliver success
Our approach is simple, structured, and proven:
Discover & design >
We map your goals and processes to understand what success looks like and how we achieve it.
Implement
Next, we configure ServiceNow to fit your needs, then rigorously test and deploy to ensure everything works flawlessly.
Optimise
Finally, we hand over with confidence and keep you moving forward with ongoing support and optimisation through our managed services.
“FlyForm know ServiceNow inside out and it really showed. We were very impressed with the amount of knowledge and how the team was able to convert our requirements and give us different options.”
Discover our ITSM success stories
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Driving the DVSA towards digital transformation
Over the course of 4 years, FlyForm and ServiceNow worked with DVSA on an ambitious digital transformation journey that delighted their end-users and the set the agency up for sustainable future growth. This delivered a 74% increase in user satisfaction after two months, a 170% uplift in self-service incidents, and a single point of initiation for all new-starter processes.
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ITSM fuels global efficiency gains for Sanne Group
Sanne Group was looking for a future-proof IT solution to better serve their team and clients globally. With FlyForm’s strategic consultation and Sanne’s collaboration, their global team are able to move away from the old world of siloed processes and into the new world of easy, integrated workflows.
Ready to see ITSM in action?
Don’t just imagine the benefits – experience them. In 30 minutes, we’ll show you how ServiceNow ITSM can cut resolution times, boost productivity, and transform your user experience.
No jargon. No hard sell. Just a clear view of what’s possible for your organisation.
ITSM FAQs
ServiceNow IT Service Management (ITSM) is a cloud-based solution that streamlines IT operations, automates workflows, and improves service delivery across your organisation.
It’s a productivity and service management solution designed to eliminate silos and consolidate your on-premises and cloud IT tools into a single platform. It gives you an accurate, near-real-time view of integrated data and analytics to help you resolve incidents quickly and operate efficiently.
ITSM forms the framework and workflows needed for effective service delivery. With it you can track, and improve, the quality of IT services provided.
ITSM allows you to centralise and optimise performance, automate repetitive tasks and queries, enable customer self-service, and adopt a more strategic approach to improving your service delivery activities.
ITSM is key to remaining competitive in today’s digital landscape. It ensures that your services operate efficiently and focus on delivering value to customers. Encompassing the processes and practices used to manage IT services, ITSM allows for standardisation and automation.
This means quicker incident resolution, reduced costs, better visibility, and improved customer satisfaction – delivered in a way you can actually measure.
An example of IT Service Management is the implementation of a configuration management database (CMDB) to manage and track the configuration items in an organisation’s IT Infrastructure. Implementing CMDB is an important component of ITSM as it helps organisations manage their IT infrastructure more effectively and efficiently.
Benefits include faster resolution times, reduced ticket volumes through automation, improved user experience, and real-time visibility into IT performance.
Yes. ServiceNow ITSM is designed to integrate seamlessly with your existing IT infrastructure, ensuring smooth adoption and minimal disruption.
Book a demo with FlyForm to see how ServiceNow ITSM can transform your IT services and learn the best approach for your organisation.
IT Infrastructure Library (ITIL) is a framework designed to assist businesses with aligning their IT services to their customer and business needs. Whereas IT Service Management covers the processes and technology used to provide and support IT services.
IT Service Management (ITSM) refers to the process-based management of all IT business aspects, including planning, support, infrastructure, etc. Customer Service Management (CSM) is the management of customer experiences across all engagement channels and interaction types.
