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IT Service Management

IT service management CRI Advantage

CRI Advantage IT Service Management

IT Service Management and associated offerings are designed to help businesses and government agencies maximize value from the use of information technology. As the businesses in the global economy trend towards increased use of the cloud and software platforms as core components of their infrastructure, efficiency and strategic management will be vital to success.
When performed properly, IT service management (ITSM) helps to bridge the gap between the needs of your IT department and your business as a whole.

For IT departments

  • Better understanding of what the business needs and why
  • Repeatable and scalable processes
  • Defined roles and responsibilities
  • Increased productivity
  • Satisfied end users with realistic expectations
  • Shorter gaps between detecting incidents and solving them
  • Prevention of IT issues before they happen
  • Analytics to measure and improve IT’s performance

For your business as a whole

  • IT can react quickly to change and innovation in the market
  • Better IT availability and performance means employees get more done
  • IT issues are less common, less impactful, and less costly
  • Employees know what services are available and how to use them
  • IT provides better service at a lower cost
  • Business complies with regulatory requirements no one wants to think about
Utilizing the highest standards, best practices, and latest industry credentials – CRI Advantage is an established, trusted resource for IT service management, lean manufacturing, organizational change management, system analysis and risk management.

CRI Advantage & ServiceNow® – A Winning Approach for Your Business

CRI Advantage is a #Next Generation ServiceNow® Partner

We support the ServiceNow® Vision for Cloud Computing and believe the ServiceNow® Application Platform-as-a-Service (aPaaS) is the most innovative and technically advanced platform on the market to enable the enterprise and government to transform and evolve to fully digital organizations.
CRI Advantage provides a unique ServiceNow® offering with its standard implementation modules and by leveraging the application development and configuration capabilities to make the platform deliver more. Our team is dedicated to providing a best in class experience by working hand-in-hand with our clients before, during and after implementing ServiceNow®.
Our experienced team has delivered a variety of ServiceNow® solutions leveraging the ServiceNow® platform across Federal Government, State & Local Government, and Commercial organizations.

The Total Economic Impact™ of ServiceNow® for IT

Download The Total Economic Impact™ of ServiceNow, an April 2017 commissioned study conducted by Forrester Consulting on behalf of ServiceNow, to understand the benefits, costs, and risks associated with the following ServiceNow solutions: IT Service Management, IT Operations Management, and Performance Analytics.
View the Report

Our Services

IT Service Management (ITSM)

CRI can replace your legacy Help Desk system with the leading cloud-based IT Service Management System on the market. We will create a modern work environment that uses a service oriented approach on the activities, tasks and processes that make up your organization’s day-to-day work life. This service-oriented approach provides an intuitive end-user experience to request, perform, automate and analyze all IT workloads. With ServiceNow IT Service Management, CRI can refine, structure and automate the flow of work to streamline service delivery and dramatically increase productivity.

IT Operations Management (ITOM)

Imagine your infrastructure without outages. The time that could be spent on business-critical projects. With ServiceNow’s IT Operations Management (ITOM) you will bring order to chaos, deliver an improved service, and re-direct resources to business-critical projects.
CRI can support all of your IT Operations Management requirements with ServiceNow. ServiceNow ITOM is an integrated service operations solution built seamlessly on your existing ServiceNow ITSM investment. With ServiceNow ITOM, CRI can resolve infrastructure before they happen and automate IT workloads including cloud management.

Application Development & Configuration

You need applications and workflow that meet the needs of your business. Businesses struggle with the backlog of legacy applications and workflow demands in their business. Building applications has traditionally been expensive and time consuming due to the complexity of the underlying platforms and the programming skills needed. Integrating and up-keep of these applications with other functions in the enterprise presents additional challenges. As a result, frustrated users are either left using inefficient, manual tools or forced to go around IT to buy a point solution.

With ServiceNow, IT admins and developers can build and deploy cloud native business applications on the ServiceNow Platform as a Service (PaaS). Developers can build powerful applications with a rich set of prebuilt services and templates. After an application is built and tested, it can be published to users with a single click. These applications can span from a single department to the entire enterprise, and may include such applications as order management, HR case management, legal request processing, and other line of business applications.

Frequently Asked Questions

What is IT service management?

The ITIL (formerly known as Information Technology Infrastructure Library) defines IT service management (ITSM) as “The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.”

What are the five stages of IT Service Management (ITSM)?

ITSM processes typically include five stages:

  • Service Strategy: This stage creates the framework for your company’s IT service management building. It includes assessing the organization’s market, offerings, and competition. Then, a strategy is developed for IT services, managing the service catalog, managing budgets, and establishing a plan for demand management.
  • Service Design: This stage includes the planning and designing the IT services the organization offers to meet business demands. It involves design coordination, risk management, capacity management, availability management, cyber security, and continuity management.
  • Service Transition: This stage involves implementing the processes and services to ensure maximum efficiency. It may include change management and evaluation, project management, knowledge management, and service asset management.
  • Service Operation: This stage involves taking all the planning and design and taking it to a live environment. It includes incident and request fulfillment management, problem management, and technical management.
  • Continual Service Improvement: This stage is focused on the ongoing management and adjustments necessary to keep your IT services running at maximum efficiency. It involves IT service reviews, process evaluation, and more.

CRI is a family owned and operated company. Our values are guided by our corporate purpose statement: To make a positive difference in people’s lives. This statement drives the interaction with our partners, customers, and most importantly our employees.

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