IT Service Management

Offer services that delight your users and manage capabilities and costs by upgrading to the most innovative ITSM solution available today.

The NOW Platform offers a best-in-class ITIL-based
IT Service Management (ITSM) solution, enabling successful organizations to modernize service delivery in a robust enterprise cloud with modern, intuitive service management tools and IT management solutions.

We don’t stop at solution delivery and user training. We go the extra mile and take care of solution adoption and management, optimizing on the effectiveness of the solution as we learn from end-users. We implement holistic ITSM projects that take into account future updates, changes, and scalability.

ServiceNow has been recognized as a leader in the Gartner ITSM Magic Quadrant for three years in a row.

About ITIL

ITIL is a must at Devhd. Our technical and solution consultants have more than 10 years experience in the ITSM business working with multiple tools and customers from a wide range of industries.

We leverage our vast experience to ensure you get the most out of your ITSM journey on the Now Platform. We take our past experience and transform it into best practices for the future. Thanks to our methodological approach, our clients have embraced us as a strategic partner and trust us to guide them in their digital transformation initiatives.

Key success factors

  • Single Data model across the entire enterprise
  • Elevate your service experience with Self Service Portal, Mobile Apps and Contextual Collaboration
  • Improve your IT productivity by use of machine learning to automate routine tasks and increase employee and agent productivity
  • Achieve new relevant insights by having full visibility with built-in dashboards and analytics providing real-time, actionable information to continually improve services
  • Consolidate your IT Services by using built-in best practices to rapidly consolidate your inefficient tools to a single system of action in the cloud

Included in the ITSM Solution

Incident Management

Manage disruptions to services and ensure your users and employees get the right assistance while issues are resolved and systems return to normal operation

Problem Management

Streamline the process of error detection and control, and proactively analyze and optimize by learning from incidents

Release Management

Ensure a smooth rollout of scheduled infrastructure changes, define approval processes, and eliminate risk of errors

Request Management

Handle simple or complex requests from users and make sure they are always answered accurately and in time

Asset & Cost Management

Handle your resources and assets, and setup an efficient cost management system for assets throghout your organization

Walk-Up Experience

Build an on-site location to solve IT issues and requests in-person or remotely

Knowledge Management

Make sure your users have access to self-help and troubleshooting information through a centralized and updated knowledge base

Configuration Management

Track and handle configurations and relationships between IT Services and components such as software, hardware, documentation

Reports & Dashboards

Use custom and centralized reports and dashboards to get a complete and accurate view of data from different systems or departments

Service Level Management

Ensure customers and vendors implement services according to agreed levels


Use standards and points of reference to define new service levels and configurations

Surveys & Assessments

Get new insights and feedback about your service performance with the use of custom service and assessments

Virtual Agent

Resolve common requests for employees and customers through conversations with a virtual chatbot

Agent Intelligence

Remove bottlenecks by intelligently routing and prioritizing tasks across different departments with the use of AI

Performance Analytics

Use industry benchmarks and KPIs to optimize service delivery and reduce costs

Continual Improvement

Create a system to automate ITIL, improve service efficiency, and meet goals

Our team's vast experience with ServiceNow can help maximize your service capabilities and enhance the quality and speed of your IT service delivery.