Who owns ServiceNow tool in organization

[JohnJones]

As we bring more process under ServiceNow, use of ServiceNow tool in our organization is growing. Initially, it replaced Service Desk tool and then moved into Service Catalog management, Problem Management, Knowledge Management, Service Level Management, Availability Management, CMDB, Change Management etc.

The tool continues to be owned by ServiceDesk team and other process owners are struggling to use the tool effectively to support their processes. We have couple of ServiceNow admins and a team of developers who report to ServiceDesk manager.

I would like to hear your suggestions and experiences about the effective internal IT organization set up for development and support of ServiceNow tool that supports different IT process. Thanks.

[Chuck Tomasi]

Hi Arun,

Remember, ServiceNow is a platform. Ownership is getting tougher to identify. Who owns the ERP system? Is it finance? Is it procurement? Is it manufacturing? Typically it is an IT function and IT takes the costs of staffing.

With ServiceNow, we've built a number of pieces of the platform to enable non-IT people to build. Service Creator, delegated development, etc. Now you can start to get rid of "shadow IT" groups, or rather get them to be part of one source of record recognized by the organization, that have been building their own support apps on SharePoint, MS-Access, Excel, or whatever.

When I was a customer, ownership of the platform was still largely IT because that's where the talent was, but questions about what got implemented came from many directions. Times have changed a lot since I was a customer and it's now easier to allow other departments to play in the same sandbox, or rather develop consistent solutions on ServiceNow.

Hope that helps.

[Pradeep Sharma]

Hi Malex,

You may find below case study helpful.

Customers | Enterprise Service Management, ESM, ITIL Solution | ServiceNow