According to IDC, for 78% of the organizations worldwide the pandemic was the catalyst for shifting to a digital-first strategy.
So what does committing to a digital-first strategy mean? It means applying a digital approach to all aspects of your business. The end result will be digital workflows that enable you to change in an instant the next time an unexpected change lands on your doorstep – whether that change is a garden variety outage that can take hours to fix or a global pandemic. A successful digital business starts with a scalable resilient digital infrastructure.
For enterprises who have spent years or decades building silos of IT tools with separate data models the idea of a digital business with a scalable resilient digital infrastructure as the foundation may seem unattainable. Especially when you assess the current state of enterprise technology and consider the competing demands your teams are faced with including supporting employees now working from anywhere with an increased reliance on technology services, and customers who have always expected services to be available around the clock.
And even if you were already on a digital-first journey before the pandemic you know the unnecessary friction and increased costs that come from having hundreds of disparate technology tools across different teams that are not connected.
Traditionally over the years IT service and operations teams and their tools have been built up in these silos but when IT service and operations teams are siloed they are not only unable to meet the increase in the number of requests from employees or customers resulting in poor experiences the IT operations teams are also unable to predict and prevent service outages resulting in lost productivity and revenue.
Automating service and operations on the same platform with a single data model will give you the scalable resilient foundation your organization needs to be a successful digital-first organization. Taking a look at a couple use cases of what your team will be able to do when you automate services and operations on the same platform: You can free your services team from the reactive state of addressing hours of the day-to-day user related IT issues such as password resets where an automated virtual agent will take over without ever having a human involved, developers will be able to move at speed with automated change, and you can free your operations teams from hours of digging through thousands of false positives – to get to the root cause of an outage in near real-time and better yet your teams can use AI to predict and prevent an outage or a service degradation before it occurs. When an outage or a slow service does happen - as it inevitably will your operations team will be using the same data model as the services team and because of this they can immediately see previous incidents, problems and changes related to the service, infrastructure or app in question to quickly remediate the it.
So how do you get started or if you are already on the digital-first journey how do you accelerate it? ServiceNow’s approach to helping you bring technology service and operations together centers around:
Modernizing, Automating and Optimizing your operation.
First modernize your service and operations on a single platform which ensures you can scale and improve the services you offer. We do this using a single cloud platform with market leading baseline IT processes like incident, problem, change and CMDB tied closely with IT operations capabilities like discovery and service relationship mapping. And this solution supports DevOps teams by getting out of the way and increasing change throughput while minimizing risk and overhead using AI-based change policies combined with DevOps tools integrations.
Second automate service and operations using AI to empower self-service, and to predict and prevent incidents before they impact users or your business.
and
third Optimize your people, process and compliance improvements as your team moves into the critical proactive governance role and shifts away from being in the reactive traditional role IT has been in for too long.
Enterprises worldwide are realizing huge benefits from automating and optimizing technology service operations with ServiceNow. For example, Novant Health has reduced their workload by 50% and delighted employees with Virtual Agent
and
TransAlta has reduced outages by 80%.
TransAlta has reduced outages by 80%.
Learn more on getting to a digital-first business with ServiceNow:
1. ITSM
2. ITOM
