Service Management

IT has become the backbone of every business, yet many organizations still manage IT services through outdated ticketing systems, manual processes, and disconnected tools. ServiceNow IT Service Management (ITSM) modernizes how IT delivers value to the business by automating service delivery, improving collaboration, and providing the visibility needed to continuously improve operations.

Intelligent Service Desk and Self-Service

The traditional IT help desk model—users submit tickets and wait—frustrates employees and overwhelms IT teams. ServiceNow ITSM transforms this dynamic with intelligent automation and employee-centric self-service. AI-powered virtual agents handle common requests like password resets, software access, and hardware requests without human intervention, providing instant resolution 24/7. When users do need to contact IT, conversational interfaces feel natural rather than forcing them to navigate complex forms and categories.

The service catalog empowers employees to request everything from laptop upgrades to application access through a consumer-grade experience similar to online shopping. Behind the scenes, automated workflows route requests through appropriate approvals, provision resources, and keep requesters informed of progress. IT agents work from a unified workspace that surfaces relevant knowledge articles, similar incidents, and automated diagnostics—enabling faster resolution whether handling incidents, service requests, or problems.

Proactive IT Operations and Problem Management

Reactive IT—waiting for users to report issues—leads to widespread business impact and user frustration. ServiceNow ITSM enables proactive IT operations by integrating with monitoring tools, infrastructure systems, and business applications. When alerts indicate potential issues, automatically create incidents, run diagnostics, and in many cases resolve problems before users are affected. Event management capabilities correlate alerts from multiple sources to identify root causes and prevent alert storms from overwhelming your team.

Problem management workflows help IT move beyond firefighting to address underlying issues. When recurring incidents are detected, automatically create problem records and trigger investigation workflows. Track known errors, develop workarounds, and coordinate permanent fixes with change management processes. This systematic approach reduces incident volume over time and improves service reliability.

Change and Release Management

Poorly managed changes are a leading cause of service disruptions. ServiceNow provides structured change management that balances business agility with risk management. Standard changes—low-risk, well-understood modifications—can be automated with pre-approved workflows, enabling rapid deployment without manual approvals. Normal and emergency changes flow through appropriate review and approval processes with complete visibility into what's changing, who approved it, and what risks were considered.

Integration with CI/CD pipelines and development tools enables modern release management practices. Track releases from planning through deployment with automated testing gates, deployment schedules, and rollback procedures. The Configuration Management Database (CMDB) provides impact analysis showing which services and users might be affected by proposed changes, enabling informed risk assessment.

How SHAW Transforms Your IT Operations

At SHAW, we've implemented ServiceNow ITSM for organizations ranging from mid-market companies to global enterprises. We know that successful ITSM isn't about implementing every feature—it's about solving your specific IT challenges. Our consultants start by understanding your pain points: Are users frustrated with slow service? Is your team overwhelmed with manual work? Are changes causing too many outages? We then design an ITSM solution tailored to your needs, implementing capabilities in phases that deliver quick value while building toward comprehensive IT service management maturity. From CMDB design and workflow automation to knowledge management and continual service improvement, we ensure your ITSM implementation makes IT a strategic business enabler rather than a cost center.

Today's customers expect seamless, personalized service across every channel—phone, email, chat, social media, and self-service portals. Yet most organizations struggle to deliver consistent experiences because customer data and service processes are fragmented across disconnected systems. ServiceNow Customer Service Management (CSM) unifies customer service operations on a single platform, empowering your teams to resolve issues faster, proactively prevent problems, and build lasting customer loyalty.

Omnichannel Service Delivery

CSM provides a unified workspace where service agents can engage with customers across all channels without switching between tools. Whether a customer starts a conversation via chat, sends an email, or calls your support line, agents see the complete interaction history along with account details, product information, and previous cases. This context eliminates the frustration of customers having to repeat themselves and enables agents to provide personalized, informed support from the first interaction.

The platform's AI-powered virtual agent handles routine inquiries automatically, providing instant answers to common questions and freeing human agents to focus on complex issues requiring empathy and expertise. When cases need escalation, intelligent routing ensures they reach the agent with the right skills and availability. Self-service portals empower customers to find answers, track orders, submit requests, and resolve simple issues on their own schedule—reducing call volume while improving satisfaction.

Proactive Service and Case Management

The best customer service prevents problems before customers even notice them. CSM integrates with your product systems, IoT devices, and operational platforms to monitor for issues and trigger proactive outreach. When a service disruption is detected or a product defect is identified, automatically notify affected customers, create cases, and dispatch solutions before frustration builds. This shift from reactive to proactive service transforms customer perception and reduces support costs.

Structured case management workflows ensure consistent handling of customer issues from initial contact through resolution. Configure escalation rules, SLA tracking, and approval processes that match your service commitments. Knowledge management capabilities enable agents to access and contribute to a centralized knowledge base, ensuring accurate information is always available. As your team resolves cases, capture solutions that can be surfaced in self-service portals and virtual agent responses, creating a continuous improvement loop.

Connected Field Service Operations

For organizations with field service requirements, CSM connects customer service with field operations seamlessly. When an issue requires on-site support, automatically create work orders with complete customer context and dispatch the nearest qualified technician. Mobile apps provide field workers with customer history, asset details, and parts inventory while enabling real-time updates that keep customers informed. Integration with inventory and logistics systems ensures technicians arrive with the right parts, reducing repeat visits and improving first-time fix rates.

How SHAW Can Enhance Your Customer Service

At SHAW, we understand that implementing CSM isn't just about technology—it's about transforming how your organization serves customers. We work closely with your service teams to design workflows that match your unique customer journeys, configure omnichannel experiences that feel seamless, and build self-service capabilities that customers actually want to use. Our approach focuses on quick wins that demonstrate value while building toward a comprehensive service transformation. From initial discovery through agent training and continuous optimization, we ensure your CSM implementation delivers measurable improvements in customer satisfaction, agent productivity, and service costs.

Running a retail operation means managing hundreds or thousands of moving parts across distributed store locations—facilities maintenance, merchandising execution, asset management, and employee support. When these operations run on disconnected systems, spreadsheets, and phone calls, issues go unresolved, costs escalate, and the customer experience suffers. ServiceNow Retail Service Management (RSM) provides a unified platform that connects store operations, facilities, and corporate functions, enabling retailers to deliver consistent experiences while reducing operational costs.

Store Operations and Issue Resolution

RSM gives store associates a simple way to report and track issues—from broken equipment and facility problems to merchandising questions and policy clarifications. Instead of calling multiple help desks or waiting for email responses, associates submit requests through mobile apps or kiosks that route issues to the right teams automatically. Store managers gain visibility into all open issues across their locations with dashboards showing what's being worked on, what's overdue, and where additional support is needed.

For corporate teams supporting stores, RSM provides a unified workspace for managing incidents and requests across the entire store network. Intelligent routing ensures facilities issues go to maintenance teams, IT problems reach the help desk, and HR questions connect with people operations—all while maintaining complete visibility. Analytics reveal patterns like recurring equipment failures or common questions that indicate training needs, enabling proactive improvements.

Facilities and Asset Management

Retail facilities require constant maintenance—HVAC systems, refrigeration units, lighting, security equipment, and building infrastructure all need regular service to prevent disruptions. RSM automates facilities management with scheduled preventive maintenance, predictive work orders based on equipment telemetry, and reactive maintenance for urgent issues. When a refrigeration unit shows signs of failure, automatically create work orders, dispatch technicians, and notify store management—preventing food spoilage and compliance issues.

Asset management capabilities track every piece of equipment across your store network—POS systems, digital signage, security cameras, and more. Monitor asset lifecycles, schedule replacements before failures occur, and maintain accurate inventories for insurance and compliance purposes. Integration with IoT sensors and monitoring tools provides real-time visibility into asset health and performance.

Merchandising and Task Management

Retail execution—planogram compliance, seasonal resets, promotional displays, and inventory management—requires coordinating activities across store teams. RSM provides task management workflows that distribute assignments to stores, track completion, and verify execution through photo documentation and checklists. When corporate launches a new promotion or planogram, automatically create tasks for relevant stores based on format, region, or other criteria. Store teams receive clear instructions with supporting materials, and corporate teams monitor progress with real-time visibility into what's complete and what needs attention.

How SHAW Can Optimize Your Retail Operations

At SHAW, we understand the unique challenges retailers face—thin margins, high employee turnover, and the constant pressure to deliver exceptional customer experiences. Our RSM implementations focus on simplifying operations for store teams while providing corporate functions with the visibility and control they need. We design mobile-first experiences that work for associates on the sales floor, configure workflows that reduce response times for critical issues, and build analytics that help you optimize operations across your store network. Whether you're managing a regional chain or a national retail operation, we ensure your RSM implementation reduces costs, improves store performance, and ultimately enhances the customer experience that drives your business.