Sarcouncil Journal of Applied Sciences Aims & Scope

Abstract: Hybrid IT environments have become the new reality, leading to increased complexity for organizations in managing consistent, secure, and resilient IT services. The combination of the use of cloud platforms, on-premise systems, and third-party services requires a solid and flexible IT service management (ITSM) framework. The paper presents a design of a resilient ITIL-based ServiceNow architecture designed to suit the hybrid environment. Using the existing ITIL practices and taking advantage of the platform capacity of ServiceNow, the article provides a well-organized way of attaining operational continuity, governance, automation, and continuous service improvement. The article begins with the predicaments of hybrid ecosystems on conventional service management, and then goes on to examine the architectural principles underpinning resilience. It then discusses some of the major implementation strategies, operational resilience measures, the significance of intelligent automation, proactive monitoring, and performance metrics. The paper also describes how Continuous Service Improvement (CSI) will enhance long-term flexibility, contribute to regulatory and technological changes compliance, and performance.