Customer zero: 4 ways we use ServiceNow tech internally

  • ServiceNow Blog
  • Now on Now
  • Solutions
  • 2023
July 18, 2023

How we use ServiceNow tech internally: 3 workers collaborating

At ServiceNow, we face the same business challenges our customers do. That’s why we use our own products and solutions, all built on the Now Platform, to drive speed and scale across the enterprise.

As customer zero, we’re reimagining the future of work, building new digital businesses, and creating secure, seamless experiences. The result is increased productivity, efficiency, and great user experiences. Here are four of the many ways we use our technology internally:

1. Streamlining project and portfolio management

Typical project management methodologies use governance to produce a specific deliverable tied to a product or service. Because market conditions and priorities constantly shift, modern project management offices now focus on product management—or the continuous delivery of a product or service with outcomes directly linked to strategic goals.

ServiceNow Strategic Portfolio Management can expedite delivery on projects through an agile approach. Hear how our IT project management office uses this product to continually provide value in our Moving from project to product webinar.

2. Delivering meaningful experiences

The vast majority (99%) of ServiceNow customers renew their subscriptions to our services. For that reason, it’s vital that we provide top-notch customer experience from day one. ServiceNow Customer Service Management helps ensure our customers get the support they need when they need it, whether through self-service or human contact.

We use Customer Service Management to empower the ServiceNow customer support team. Discover how it helped us increase case deflection and elevate productivity for both customers and employees in Couch to 5K with Customer Service Management.

3. Proactively preventing problems

Wouldn’t it be nice if your IT operations team could mitigate incidents before they cause issues in your operations? Good news: They can! ServiceNow Predictive AIOps continuously collects and analyzes IT operational data to identify potential issues and then resolves many of them before they affect end users. In many cases, no human intervention is required.

In Seamlessly transforming IT operations with AIOps, internal ServiceNow practitioners who use AIOps every day share why it’s a critical technology for any IT environment. Hear use cases and glean insights into how AIOps allowed us to scale and transform our IT operations.

4. Automating processes across the enterprise

ServiceNow has taken automation a step further with our widespread adoption of hyperautomation, which orchestrates technologies such as AI, machine learning, and robotic process automation (RPA) to streamline end-to-end processes and workflows.

Hyperautomation can also help identify which tools are working effectively and where problems exist. Within ServiceNow, we’re using the Now Platform along with our solutions to become an autonomous digital enterprise. Find out about our adoption journey, including challenges faced and key takeaways, in Our step-by-step guide to hyperautomation.

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