The IT industry is booming and reaching new heights due to various business expansions. However, developing and sustaining business in an ever-evolving IT industry is not everyone's cup of tea. Businesses that aspire to offer innovative products or services have to acquire a thorough understanding of modern problems and their productive solutions.
With the help of this platform, businesses can streamline their operational tasks from managing HR to customer service and security departments. ServiceNow has not only reduced operational costs and delivered a return on investments (ROI), but it has also transformed the way businesses operate. Real-world success stories, such as the City of Los Angeles, KPMG, and Schneider Electric, are a testament to the platform's capabilities. So, meet the most advanced and versatile software for your organization.
What is the ServiceNow Platform?
ServiceNow is a software startup based in Santa Clara, California, formed in 2003 by Fred Luddy to address the challenges that mid and big organizations encounter with traditional IT delivery by delivering a strong, easy-to-use cloud-based environment in which businesspeople can solve their business problems.
The company was inspired by the thought of its founder Fred Luddy, which was that the complexities in the processes of Information Technology, made business people feel inferior and helpless, and he was very disappointed with this. So he decided to fix this issue and developed a company that covers all business operational tasks in a very efficient way.
How the ServiceNow Platform addresses common business problems:
ServiceNow offers a wide range of features that are proven to be solutions for businesses' pain points. Here are some common problems that the ServiceNow addresses:
Rising Cloud Demands
Nowadays, it has become one of the most prioritized things to ensure agility in business applications across any device and location. As the demand for adopting cloud resources is increasing, the IT industry faces challenges in the management of these resources.
The ServiceNow platform provides enterprises with ServiceNow cloud management solutions that offer competent cloud strategies for fulfilling the organization's cloud needs.
Outdated Legacy IT Service Request Process
The completion of the IT service request has irritated businesses for a very long time as it works on an outdated legacy. An outdated process may include things like emailing clients back and forth and asking in-person questions, which seems a very monotonous task to perform. In addition, this legacy process is very expensive to function and lacks transparency in the overall project.
To tackle this challenge, the ServiceNow platform provides fully automated and intelligent IT service management (ITSM) solutions. This integrated AI dashboard offers mobile apps and chatbots to make the communication process in service request processing more seamless and efficient in service management.
Inefficient Project Management Process
Due to the lack of alignment of enterprise purposes, project managers find it difficult to measure the results and draw intelligent conclusions with the project management strategy. Streamlining the project management process requires keeping a very keen eye on the project schedule, project disruptions, and the overall cost of the project.
To resolve this issue, the ServiceNow platform introduces ServiceNow Performance Analytics. This module offers better resource management and ensures transparency in project management. Additionally, ServiceNow Performance Analytics can track, aggregate, and visualize important performance indicators throughout time rather than reporting on a single moment in time. This enables more detailed insights and increased visibility.
One-Dimensional Customer Service
In this volatile world of technology, businesses and their competitors are desperate to provide great customer service by developing tailored experiences across various platforms. The traditional way of providing better customer service, in which the companies engage with their customers, has faded now. With time, modern technology-driven customers are tempted to use chatbots and apps rather than a restricted web portal to experience quality customer service.
Again, the ServiceNow platform doesn't disappoint; it comes with another module, ServiceNow CSM (customer service management), which helps enterprises by delivering integrated chatbots and mobile apps. With these innovative customer service management solutions, businesses can achieve customer satisfaction and diminished customer retention with reduced operational costs.
In addition to all these complications in IT industry businesses, the ServiceNow platform and its incredible offerings address many other issues, such as unorganized data strategy, lack of ethical GRC (Governance, Risk, and Compliance), Weak cyber security software, etc.
A Day in the Life with ServiceNow
If you bet on ServiceNow, your day will become amazingly interesting, as you will have the privilege of resolving IT-related issues under a single cloud-based platform.
Imagine John, a graphic designer at a busy marketing firm. He suddenly encountered a computer crash that held him back from an urgent presentation. Here's how ServiceNow helps John get back on track quickly:
Submitting a Request with Ease
ServiceNow offers an easy-to-navigate interface, where John can log in to his service now instance with valid credentials, choose an item from the service catalog, then select the requirements of a sub-category of an item, and select the number of items, and finish the process.
Real-Time Progress Tracking
Gone are the days of refreshing emails endlessly. ServiceNow empowers John to track the progress of his request in real time. An intuitive dashboard shows the current status (for instance, Assigned, In progress, Resolved), allowing him to stay informed.
Faster Resolution, Back to work
The IT technician can resolve John's issue promptly with efficient routing, clear communication, and real-time tracking. ServiceNow notifications keep him informed when the issue is fixed, allowing him to get back to work quickly and minimize downtime.
So, have you noticed? How does ServiceNow assist employees like John to get the help they need and empower them to get back into work with a productive mindset?
How ServiceNow Goes Beyond IT?
ServiceNow Platform is not limited to just providing exceptional IT services management, but its other offerings beyond IT such as HR, finance, customer service, and integration with various applications and systems are second to none. Here's the breakdown of how businesses simplify their workflows via ServiceNow's beyond-IT services:
Human Resources (HR)
The HR service delivery (HRSD) is one of the most highlighted features of the ServiceNow platform. With HRSD, HR can perform onboarding tasks, and data security in a more productive way, which further reduces time-consuming, administrative tasks.
Customer Service
ServiceNow's users experience very seamless operations in customer service along with various features. ServiceNow's CSM (Customer Service Management) facilitates its customers with different channels like email, phone, and social media, where customer inquiries are managed. It streamlines everything from ticket creation to resolution for delivering efficient customer service.
Facilities Management
ServiceNow Facilities Service Management provides on-demand reporting tools, which are very helpful to facilities managers. With this on-demand reporting tool, they can gain important business insights into the department workloads, automate request routing to relevant staff, and optimize facility costs.
These reporting tools can be used for better optimizing resources & spending, preventative maintenance cycles, and many other things that make an organization a better place for their working staff or let's say for everyone.
Finance
ServiceNow offers financial management applications, where companies can dive deep into the intricacies of budgeting approvals, expense reporting, and vendor management. Having a streamlined financial workflow is an important thing as it brings improved accuracy and transparency and promotes IT initiatives.
Integration capabilities
ServiceNow's features provide a seamless integration with a range of systems and applications, guaranteeing compatibility and smooth data flow. Throughout the organization, this interoperability promotes effective information interchange.
So these above-mentioned things demonstrate the functionalities of ServiceNow beyond IT services. However, ServiceNow is often centered around enabling IT service management, but its versatility is what makes it stand out among other competitors.
Real-World Success Stories of ServiceNow
Now, let's take a look at organizations that implement ServiceNow in their workflows and leverage its amazing features:
The City Of Los Angeles
The City of Los Angeles implemented ServiceNow to modernize and simplify the delivery of internal IT benefits and the need for better service management and a user-friendly platform with Software as a service. The city reduced the time it took to handle IT issues and improved overall service quality by streamlining incident, change, and problem management.
KPMG
KPMG, a worldwide professional services company, wanted to improve and accelerate levels of control and ease of use solutions. ServiceNow IT service management furnishes KPMG by handling IT support ticketing and implementing ServiceNow products for external clients. It transforms the way that KPMG gets the information and makes decisions.
Schneider Electric
Schneider Electric, a global energy management company, operates with its business objectives of delivering an end-to-end easy, intuitive experience. The company wanted to make one employee portal to develop a single, unified experience for all staffers. ServiceNow facilitates Schneider Electric with this feature to provide a single, unified experience for all the employees out there.
In addition, The University of Texas at Austin, The State of Colorado, The United Nations, and many others have also successfully used the ServiceNow platform to simplify workflows in their organization.
Final Take
ServiceNow is considered Glassdoor's best place to work in both the US & UK in 2022. It was listed as one of the 100 best businesses to work for, the Future 50 companies, and the World's Most Admired Businesses by Fortune magazine in 2021. It facilitates IT operations of over 85% of Fortune 500 companies and employs over 17,000 people across the globe.
We hope, after reading this in-depth article about the ServiceNow Platform, gives you a better understanding of implementing this platform and introduces you to the best Software for all business sizes.
So, now what's your thought on the ServiceNow platform, is it the thing you are looking for in your organization? Any queries regarding this article, tell us in the comment section.
Thanks for reading!!
References
https://vsoftdigital.com/blog/top-7-business-problems-servicenow-solves/
https://infocenter.io/business-solutions/servicenow-facilities-management/
https://www.provintl.com/blog/servicenow-case-studies-real-world-examples-of-success
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https://scribblersden.com/article/servicenow-versions
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