We’ve all heard of ServiceNow as a service desk or incident management tool, but the benefits of ServiceNow are much more robust than that. When implemented correctly, ServiceNow can become an integral part of an organization’s IT and operational infrastructure and a primary solution for workflow and application development needs not only within IT but across the enterprise. It allows IT operations to “partner” with their internal “customers” to provide unique workflows that align business and technical strategies. In mature programs with the proper standards and governance, investment in the ServiceNow platform enables organizations to facilitate delegated development models, enabling savvy business customers to solve challenges with which they are intimately familiar with a model that scales.
We recently announced that Optimum Healthcare IT has joined the ServiceNow Partner Program. Ranked first in Fortune’s 2020 Future 50 list, ServiceNow is an innovative cloud platform for delivering workflow-driven solutions to business challenges. Known best for their first-rate IT Service Management solution, ServiceNow has delivered SaaS solutions to a multitude of IT and non-IT challenges. Most importantly, ServiceNow offers an integrated platform that enables customers to build solutions to a vast array of problems across the enterprise. How can ServiceNow benefit your organization?
Here are some major benefits of ServiceNow:
- Process Improvement
ServiceNow provides workflow capabilities allowing customers to build solutions to problems across the spectrum of complexity. Foundational platform capabilities allow organizations to drive work through task assignments, approvals, email notifications, integrated service portals, and a variety of other features.
More mature organizations can leverage ServiceNow’s Process Optimization, Machine Learning, Performance Analytics, and Continual Service Improvement features to drive further improvements.
The Configuration Management Database (CMDB) and service orientation organized around the Common Service Data Model (CSDM) provide a consistent structure that allows you to tie both day-to-day operational activities and strategic planning activities back to the services they support and the business capabilities for which they exist. This helps to standardize processes, increase efficiency, improve planning, and ultimately tie activities back to the business reason why they’re being performed.
Integration is a key feature of ServiceNow, and its suite of customizable automation tools allows you to connect IT operations to HR service delivery, risk and compliance, customer service, incident management, and analytics. ServiceNow provides intuitive workflows that connect people, functions, and systems across your organization – accelerating your digital transformation. The integration of legacy ERP or CRM systems and applications provide organizational flexibility that promotes long-term control and visibility throughout the organization. It also allows the use of self-service add-ons that can increase user productivity while decreasing workloads.
Increased productivity is one of the primary goals of any new platform. ServiceNow empowers operational staff and IT teams to work more effectively together through the automation of service requests, incident management, procurement, and onboarding. Through better collaboration and the effective use of automation, service delays and operational disruptions can be avoided, thus increasing productivity. ServiceNow also allows you to scale customer service and expand capacity through self-service modules, resilient operations, and efficient location-based work.
- Reporting & Transparency
As organizations and operations become more robust, it’s more important than ever to provide detailed reporting and transparency on interactions between operations and IT service providers. ServiceNow records interactions and provides actionable data across the organization that can be used to chart the future for all aspects of the organization’s future plans.
ServiceNow is not just a service desk and incident management tool. It can be leveraged by different audiences throughout your organization for their unique needs and by the organizational leadership to determine the next steps in the organization’s evolution. When done correctly, the benefits of ServiceNow can be game-changing for your organization.