ServiceNow Whitepapers


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Status Quo Creates Security Risk: The State of Incident Response
By ServiceNow | 22/3/2017

This research project was undertaken in order to evaluate the current practices and challenges associated with incident response processes and technologies. Respondents were also asked to provide details on their organisations’ future strategic plans intended for improving the efficacy and efficiency of IR activities.

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A Practical Guide to Efficient Security Response
By ServiceNow | 22/3/2017

Data breaches constantly threaten the modern enterprise. And the risk continues to grow: In 2015, the total number of identities exposed via data breaches increased 23%, to 429 million. Time-to-compromise is now measured in minutes, and data exfiltration happens in days.

Worse still, detecting a breach can take months, with a median of 201 days to discovery. Unable to quickly respond, organisations risk exposing valuable data and confidential information. The recovery process can be incredibly expensive and the damage to the business reputation incalculable.

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Define Your Services for Fast and Accurate Service Delivery
By ServiceNow | 22/3/2017

When it comes to delivering IT services, think about how you would rate your organisation on its speed, consistency, and accuracy. Would it earn stellar marks or is there room for improvement?

Read on for guidance - including action plans, best practices, and success metrics - on how to increase IT efficiency, lower costs, and deliver great business value.

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How to Overcome Today’s Top ITSM Challenges
By ServiceNow | 9/3/2017

Turn your service desk into a business function you and your company can be proud of – one that delights your customers with superior support, delivers a predictable user experience, and provides the agility to help you get ahead of the needs of your business.

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Crossing the Legacy ITSM Chasm: A Risk/Benefits Assessment
By ServiceNow | 9/3/2017

Informed by extensive EMA research and two compelling deployment narratives, this report examines what EMA calls “next-generation ITSM” and its contributions toward optimising changing IT and business requirements. We will also contrast these advances with the risks of staying with legacy ITSM models and then evaluate and itemise the risks of “doing nothing” and allowing legacy ITSM to persist.

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Consolidate: Get Control of Your Service Desk
By ServiceNow | 9/3/2017

Every day seems like a battle—email, phone calls, unresolved issues, management asking for reports, users losing patience. There’s not enough time to implement the processes that will help you get ahead. You’re operating in chaos, without an efficient way to manage your work, your data, or your team.

It’s time to move into the modern world of IT—not to mention save your sanity. Let us help you modernise your help desk by following a proven process.

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