Using the NowPlatform to transform the IT experience

  • Business Impact
  • Now on Now
  • Chris Bedi
  • 2017
  • About ServiceNow
  • Solutions
  • Digital Transformation
June 05, 2017

At ServiceNow we’re using the Now Platform ® to automate and accelerate every corner of the enterprise. That’s what Now on Now is all about—sharing stories about journey of transformation along the three key dimensions that are top-of-mind for CIOs. First, Business Velocity goes beyond simple automation of routine tasks and even cloud-based operations, to where machines completely manage the processes. Second, Actionable Intelligence evolves from static dashboards and backward-looking analytics, to real-time predictive analytics generated by self-learning machine-based intelligence. Finally, the Customer Experience is transformed from online portals and generic mobile capabilities, to a self-service environment where the platform proactively executes work based on individual actions and needs.

I’d like to highlight our first Now on Now example in IT Service Management . Tomer Mekhty, Vice President of Global IT Operations, says the company has saved $1.6 million per year in operating costs by automating over 50 processes and 200 tasks and provided a better experience for our employees. Here are just a handful of process examples:

  • Major Incident Management – The system now identifies the right response team and automatically triggers communication, shortening incident resolution time by 60% and reducing SLA breaches by 58%.
  • Change Approvals – Risk assessment-based change approval ensures faster and more accurate change review.
  • Access Provisioning – Automating access management using self-service and orchestrated provisioning reduces manual effort and increases control.
  • Incident Catalog by Service – Users can select from a drop-down list of common incidents, rather than manually filling in every field.

The benefits of automating ITSM go far beyond the cost savings (see sidebar). Here are some other key wins:

  • Increased Velocity – As noted above, the time to resolve major IT incidents (e.g., system and network outages) has been cut by 60%. Fixing major IT issues faster sends positive ripples throughout the whole company, particularly in areas like Finance and Sales that depend on real-time data and system availability.
  • Better Visibility and Insight – IT service reviews used to be PowerPoint-based, which was very time-consuming and inefficient. Now reviews are fully automated using ServiceNow Performance Analytics dashboards. And the information that’s displayed on the dashboards is role-based, so every reviewer sees the exact level of detail that’s relevant to their job—no more, no less.

    • Improved Employee Experience – Self-service allows employees to submit incidents and requests more quickly than calling the Service Desk. Today, 85% of employee incidents and requests are initiated through self-service, enabling IT to focus more of their time on strategic initiatives. Delivering a great employee experience unlocks productivity.
    • Greater IT Job Satisfaction – There’s a huge benefit for our IT colleagues as well: job satisfaction. Automating maintenance-related tasks frees people to work on value-added projects that drive innovation and business growth. Employees who are challenged and growing in their careers are happier and more likely to stay.

    Our IT Service Management story is just one of the many ways we’re drinking our own champagne with the Now Platform. Stay tuned for more Now on Now stories as we continue our journey to the lightspeed enterprise.

    Chris

Topics

  • Total experience companies outperform: prism refraction with an arrow pointing to the right
    Employee Experience
    Survey says: Total experience-focused companies outperform
    Organizations are aligning employee experience and customer experience to create a positive total experience. See findings from the latest research.
  • 4 ServiceNow employees who worked on support case creation and auto-agent workflows
    Now on Now
    Streamlining support case creation and administration
    When customer feedback revealed areas ripe for improvement, ServiceNow employees listened and upgraded two support workflows: case creation and auto-agent.
  • Scaled Agile Framework (SAFe): business man looking at phone while standing on bridge overlooking a city
    IT Management
    How the Scaled Agile Framework (SAFe) truly supports business
    The Scaled Agile Framework (SAFe) delivery model can help IT leaders manage the transition from a stability-focused to a continuously evolving infrastructure.

Trends & Research

  • Total experience companies outperform: prism refraction with an arrow pointing to the right
    Employee Experience
    Survey says: Total experience-focused companies outperform
  • Customer service: smiling businessman on phone walking outdoors
    Customer Experience
    Survey: 3 tips to deliver world-class customer service
  • Enterprise SRE (site reliability engineering): where service reliability and business agility meet
    Application Development
    Service quality and the rising need for enterprise SRE

Year