Achieving technology excellence to thrive in the digital era

  • ServiceNow Blog
  • IT Management
  • Solutions
  • 2022
August 23, 2022

Technology excellence: two co-workers smiling at large Apple computer monitor

Technology is the catalyst that propels business innovation. It’s the means of ridding inefficiency, delay, and inconsistency from business processes. Technology is the essential element of success for virtually every business in every industry. That’s why technology excellence ranks at the top of every business leader’s list of priorities.

Maintaining the level and quality of technology service you need to be competitive comes with many challenges. Organizations must continually iterate application and product development to find the breakthrough capabilities that can give them an edge. That pressure inevitably leads to a constantly growing volume of change tickets.

Many service and operations teams are out of sync. They’re locked in functional and informational silos that inhibit effective collaboration. As a result, the employee experience suffers, risk increases, and organizations lose their ability to compete.

3 ways to unite technology service and operations

In essence, organizations need to unite technology service and operations in a way that creates a whole greater than the sum of its parts. For a growing number of businesses, that starts with a single cloud-based platform that streamlines and optimizes processes for incident, problem, and change management.

The platform should address IT operations needs in the areas of discovery, business service definitions, visibility, and mapping. At the same time, it should support DevOps teams to increase change throughput while minimizing risk and overhead.

Organizations need to unite technology service and operations in a way that creates a whole greater than the sum of its parts.

How can companies achieve a level of excellence where technology is an enabler of transformation and not a barrier to innovation? Here are three ways:

1. Automate and optimize service operations

More businesses are waking up to the need for a digital-first strategy. That means tech leaders have to manage the surging demand for technology services. Timeworn best practices aren’t much help in tackling demand spikes.

Instead, innovative companies are deploying advanced capabilities in automation and artificial intelligence (AI) to manage the growing workload. They’re using technologies such as virtual agents to resolve routine service requests. Capabilities such as automated service mapping help provide a more reliable context for ops deployment and troubleshooting.

2. Reduce hardware, software, and cloud costs

Technology may be the springboard for innovation and competitive advantage, but tech leaders don’t have unlimited budgets. They’re under pressure to reduce technology spend. A unified, cloud-based platform can help by providing a single pane of glass that allows IT to view and maintain any IT asset (software, hardware, and cloud-based apps) on premises or in a hybrid cloud.

When organizations can manage IT assets from the same place where they plan, operate, service, secure, and retire IT infrastructure, they can maintain the control and discipline that keeps costs in check.

3. Transform security operations

The scope, sophistication, and frequency of cyberthreats keep growing. Manual processes, poor communication, and the inability to share data and coordinate resources and responses dramatically increase the threat of disruption.

A single platform that facilitates AI-driven, automated workflows and intra-departmental collaboration can help organizations anticipate, prevent, and respond to threats fast. Combining IT security, risk, asset management, and ITOps on a unified cloud platform provides a single source of truth for end-to-end visibility of threats. It also empowers security operations teams to cover an expanding attack surface and improve resilience.

Find out how innovative companies are thriving in this new era of challenges in our Book of Knowledge for Technology Excellence.

© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.


  • 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