Understanding the value of the ServiceNow platform
In today’s technology environment, a robust IT service management (ITSM) strategy is necessary to ensure alignment across teams and keep your business running smoothly. However, many organizations struggle with understanding their need for ITSM, let alone the best tool that can grow with them and provide the necessary speed and flexibility. This is where the ServiceNow platform makes an impact.
The ServiceNow platform is an industry-leading, cloud-based platform known for its high availability, scalability, and flexibility. These are among the key reasons why many organizations choose it for their ITSM needs. ServiceNow continues to deepen its offering to stay aligned with the IT Infrastructure Library (ITIL) framework while also introducing additional capabilities in each of their semi-annual version releases.
In Part 1 of this series, we’ll explore some of the features that allow the platform to streamline workflows for organizations of all sizes. Part 2 will dive into automation capabilities.
A single ITSM platform with multiple capabilities
Many organizations report that they have outgrown their long-time commercial-off-the-shelf (COTS) or custom-built ITSM platforms, leaving their end users and backend agents in need of a swivel chair to physically toggle between two or more systems to accomplish a single goal. These outdated, disjointed solutions and processes can slow your teams down, burning out employees and preventing you from focusing on growth and innovation.
With the ServiceNow platform, you can easily streamline your processes and function out of a single platform. ServiceNow delivers every functional aspect of the ITIL framework from one login, including:
- Incident
- Problem
- Change
- Service catalog
- Service level
- Knowledge management
It also includes an integrated Configuration Management Database (CMDB), bringing benefits in streamlined asset management, compliance, security, and more. The ServiceNow platform's ITIL alignment ensures that companies both large and small can maintain compliance with these best practices as they grow and evolve. Whether a customer has a sizeable IT department of only a few people, with hundreds of agents located across the globe, ServiceNow provides the same robust solution.
A unified platform serving multiple constituencies
ServiceNow offers the same auditable work tracking and process automation capabilities for the entire Enterprise Service Management (ESM) ecosystem through customer service-based case management. This ecosystem is inclusive of an entire organization, not just the IT department. Because all the data and workflows are on a single secure platform, it makes sharing information between departments seamless. Specific controls are available to prevent highly sensitive data from being shared, enhancing security and compliance across the organization.
To implement full lifecycle digital workflows, customers can share data with external systems through pre-built integrations with over 100 external platforms (e.g., Microsoft Azure, SAP, Workday, and many others). Each pre-built integration was co-developed with the external platform’s technical team to ensure robust information sharing. ServiceNow also offers a programmable interface to develop custom integrations to other platforms. An integrated technology suite allows you to work faster and more efficiently, freeing up time and resources for higher-value projects and boosting your organizational resilience.
A unique, scalable solution for your ITSM needs
The ServiceNow platform is uniquely positioned to help small and large businesses alike meet their current and future ITSM needs. As the ITIL landscape continues to evolve, ServiceNow has a demonstrated history of evolving the platform to stay aligned with all those changes. The scalability and flexibility offered make it possible to meet all a customer’s ITSM process needs with a single platform. That same platform can also be leveraged to increase automation, data sharing with other platforms, and even meet the process automation needs of non-IT departments.
As a certified ServiceNow elite partner, CAI is ready to help clients realize the full value of the ServiceNow platform across all business operations. We provide a flexible and customizable mix of resources to suit your development and growth goals, with a blend of resources providing you with on-demand specialized skills. We focus on process improvement and organizational enablement, enlisting our experts to maximize our clients’ investment in ServiceNow solutions and deliver projects on time and on budget.
If you’re interested in getting started with the ServiceNow platform and optimizing your ITSM strategy, contact us.
