Once upon a time, ServiceNow was a niche software that met a precisely defined need: a “ticketing” platform that managed IT (and other) requests from employees much more efficiently than an ad hoc mix of emails and spreadsheets.
Then a funny thing happened….
Tickets to Bridges: The ServiceNow Story
To expand on its original purpose, ServiceNow had the ability to accomplish something few other, if any, business applications could: communicate across disparate functional areas and provide one window of visibility across all of them.
Consider the context. Operations has Enterprise Resource Planning (ERP) platforms such as SAP and Oracle. Human Resources has Workday or PeopleSoft; Sales has Salesforce and other CRMs; other functions have narrow applications fit for sharply defined functions—and nothing else.
They’re all excellent tools. But they don’t talk to each other easily. And they don’t give anyone—from customers to executive management—any insight on issues that move through multiple functions. When an issue arises that must be addressed by many functions; sales, support, operations, and compliance, accountability tends to fall into the holes between functions, rather than being addressed holistically.
But ServiceNow is more than an effective tool; it’s a foundation for communication that builds bridges across and among functions.
Today, ServiceNow is both a comprehensive platform that can link many functions into one accountable, interconnected whole, and a set of powerful applications, such as ITSM and Customer Service Management (CSM) that are ready to roll, right out of the box.
By virtue of its inherent interconnectivity, its single database, and the ease with which companies can integrate custom applications into its platform, ServiceNow has become something much larger than it’s original intent.
Dive into the power of ServiceNow’s platform in this exclusive Acorio eBook, or, take a look at a preview below.
ServiceNow is much more than a workflow tool: its ability to collect, analyze and represent data make it a powerful platform for extracting insights and solving problems, with functions that include:
Self-service enablement: The platform encourages and supports self-service with a Knowledge Module of articles categorized by business function. It’s much more than a library: the platform responds to various user behaviors with active prompts that direct users to related content in the Knowledge Module and relevant federated content available on the web.
ServiceNow’s automated Knowledge functions reduce the support burden, encouraging call deflection through self-support. For more knowledgeable experts, the module offers deep content, including problem checklists that accelerate resolutions.
Out-of-the-box applications: ServiceNow includes comprehensive, prebuilt applications for both external engagement—such as Customer Service Management (CSM) — and internal communications, such as ITSM, Human Resource (HR) Service Management and Marketing Service Management. These apps reduce workflow complexity and accelerate productivity, delivering deep functionality right out of the box without additional coding or costly development.
Business analytics and reporting: ServiceNow’s analytics help users expose trends and identify bottlenecks. Simple reporting features drive insights into important performance areas, such as issue ownership and the ability to meet service level agreements. ServiceNow can be set up to track behaviors against targeted goals and produce reports that quantify performance. Drill-down features allow users to gain more granular insights on who’s doing (or not doing) what, when, facilitating precise adjustments for corrective action.
Apply ServiceNow Insights
While ServiceNow brings immediate improvements upon rollout, its data collection and reporting capabilities increase its value over time. Many ServiceNow users follow a tiered approach to corrective action.
- Implementation: The workflow tools immediately streamline the processes your organization already has.
- Review: After two or three months, use the reporting and analytics tools to surface trends, expose patterns, and identify bottlenecks.
- Adjust and test: At the six-month mark, apply lessons learned to your workflow and monitor the results: what works, what does not, what needs further improvement?
So, the question becomes, are you prepared to be served by ServiceNow?
Given its considerable power to bridge functions and encourage cooperation, implementing ServiceNow is much more than a technology issue
It’s really about transforming the way you do business. The organizations that succeed with ServiceNow are those that recognize a need to change. They embrace a movement away from a transactional attitude focused on functions (“..this is my role; that’s not my job…”) toward a holistic service philosophy centered on collaborative action and service: How do we work together to resolve issues and improve performance?
Do you think you ready for ServiceNow? Download the complete eBook to get a free checklist to assess your current status and your potential for future progress.