Get to Pro: Additional ServiceNow ITSM Pro Features to Power Up Your Digital Transformation

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4 minute read

Automation is already key to driving a successful digital transformation that saves you time, money, and resources. And as technology advances, AI will become commonplace, continuously streamlining the employee and customer experience. Today, it’s estimated that in 60 percent of all occupations, nearly 30 percent of tasks required by employees could be fully automated. Moving forward, while the pace of automation will likely be impacted by social, economic, and technological factors, McKinsey predicts that half of today’s work tasks could be automated by 2055. 

For enterprises, the decision to invest in comprehensive automation now offers a chance to adapt ahead of the curve and access agility, drive continuous improvement, and cut down on costs. With ServiceNow ITSM Pro, accessing automation and machine learning to provide better outcomes has never been easier. ServiceNow even estimates that its AI improves IT productivity by over 20 percent.


Additional ITSM Pro Features

In our previous Get to Pro blog, we explored the use of four powerful ITSM Pro features that aren’t available in the standard ITSM package: DevOps Change Velocity, Predictive Intelligence, Performance Analytics, and Continual Improvement Management. Believe it or not, there are even more tools available to your organization through ITSM Pro, including the following: 

  • Virtual Agent
  • Service Owner Workspace
  • Vendor Management Workspace
  • Dynamic Translation

In this blog, we’ll explore the use of these features and how you can implement them to solve some of the most common roadblocks in your organization. Let’s dive in!


Virtual Agent

End users expect quick, convenient, intuitive, and accurate support at all times. And the truth is, even with a seamless application, users will have questions that need to be answered. Often, users struggle to find what they need in self-service options such as knowledge bases, turning to a live agent for help. Due to a high need for interpersonal help, service desk agents are overloaded with repetitive questions, causing customers to wait for a response to what could be a relatively straightforward solution.


With Virtual Agent, an AI-powered chatbot, customers and employees can access help anytime and anywhere. This intelligent automation offers templates and prebuilt conversation topics that cover the most common experiences: IT, HR, and customer service. The following are just a few examples of questions that are built into the solution: 

  • I need to reset my password.
  • How can my guest connect to the Wi-Fi?
  • I have a problem with my paycheck.
  • How do I request a leave of absence? 
  • What is the status of my case/order? 

Not only is Virtual Agent proactive, but it also offers personalized experiences for each user. Using Natural Language Understanding (NLU), the software understands word meanings, recognizes contexts, and predicts user actions to answer their questions as quickly as possible. Fully customizable, you can also personalize Virtual Agent to only recognize keywords if you’d prefer. The tool even integrates with your team’s favorite software, creating a single space for productivity, support, and communication.


Service Owner Workspace

Managing IT services will only become more complex as users’ expectations grow and technology develops. With cybersecurity, resilience, and agility at the top of 84 percent of business leaders’ minds, not only will tech spending increase, but so will expectations. IT departments will face higher needs than ever before as they balance greater capabilities and more progressive threats to infrastructure. As a result, they’ll need wider support for everyday tasks—especially when it comes to continuous improvement. 


By implementing ServiceNow ITSM Pro’s Service Owner Workspace, your IT team can access one intuitive interface to manage all IT services, visibility into processes, and real-time data. In just one tool, you can access the following features: 

  • Centralized view of services, metrics, and performance
  • Service trend tracking
  • Availability management
  • Complete portfolio view for identifying problem areas
  • Integrated application data

With a full-picture view of your entire IT ecosystem through Service Owner Workspace, you can seamlessly ensure top-quality services and showcase data to back up your business decisions. Long gone are the guessing days. Service Owner Workspace gives you the data needed to make intelligent decisions.


Vendor Management Workspace

It doesn’t matter just how secure your solutions are if you aren’t monitoring external access—especially vendors. In one study of over 600 IT decision makers, researchers found most companies were accessed by an average of 89 different vendors every week, but only a third of leaders could confidently say how many were accessing their systems. And while enterprises are paying more attention to third-party risk management, nearly half of organizations still rely on manual spreadsheets. All enterprises working with third parties need a centralized tool for managing vendor services. 


In ServiceNow ITSM Pro, the Vendor Management Workspace provides exactly that and more, including the following features: 

  • Unified data
  • Comprehensive information layout
  • Integration with Vendor Risk Management
  • Vendor profiles
  • Performance reporting
  • Integrated risk data

Not only does this tool offer one place for your team to oversee vendor services, but it also gives insight into performance, allowing you to make well-informed decisions and ensure vendors are delivering. Stop guessing and start delivering consistent results to your end users with Vendor Management Workspace.


Dynamic Translation

Ensuring a seamless end-user experience for your employees is essential across all locations and languages—especially if your enterprise has international locations or works with clients from around the world. Don’t limit your growth based on language barriers. By implementing real-time translation into your workflows, you’ll have access to employees from every location, allowing you to offer services to the widest pool of customers possible. While many organizations have been hesitant to offer comprehensive translation due to budgetary restrictions, Dynamic Translation is included in the ServiceNow ITSM Pro package, allowing you to beat the curve.


Dynamic Translation removes language barriers by translating forms, articles, and requests in real time. By equipping your team with the foundation they need to communicate effectively, employees can work more efficiently in the language they’re most comfortable with, seamlessly removing roadblocks and allowing workers to report incidents, work collaboratively, and deliver great experiences far and wide. 

With ServiceNow ITSM Pro, enterprises can work, learn, improve, and communicate more seamlessly than ever before through powerful automation and machine learning. Compared to the standard ITSM package, customers can unlock dynamic features equipped to help them achieve more and grow faster.


Are You Ready to Innovate with ServiceNow ITSM Pro?

If you’re searching for a ServiceNow Partner to help you implement and/or manage ServiceNow ITSM Pro, Crossfuze offers the best of both worlds. As an enterprise ServiceNow Elite Partner, Crossfuze has the deep industry experience you need, making it a top 1 percent partner for delivering long-term, consistent success globally. Crossfuze is also small enough to give your business the careful attention it deserves. We can even help you integrate the entire ITSM Pro suite in as little as six weeks. 

Don’t sacrifice any aspect of comprehensive ServiceNow support: Reach out to us at to learn more.

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