Every team wants to keep their business process simplified and optimized. But how do you get the understanding and visibility into all your workflows so that you can make a fact based optimization decision?
Here are five strategies to drive operational efficiency by continuous optimizing People, Process, Tools, Automation, and reducing Outliers using ServiceNow Process Optimization
1. Improving/Fixing the Process
Process optimization enables you to compare your actual process to documented process (SOP), highlights the process variation, bottlenecks and duplicate works to improve process performance. Capture improvement opportunities as improvement plan and assign tasks/actions to make the required change.
2. Improving People with Coaching and Training
With Assignment Group compare feature, you can easily identify the top performing team-members by process and compare that to the average/low performers. Size the opportunity for improvement and focus coaching on improving average performance and reduce the gap between high performers and low performers.
3. Increasing the Automation Rate
Rather than letting your gut feel guide automation, Process Optimization helps teams look across processes, highlight the high volume, less complex process path for automation. Use the best practice guided process to size the automation opportunity and complexity before applying the automation tools (e.g. Virtual Agent, RPA, AI/ML)
4. Improving Tools
Find which infrastructure, Configuration items, and integrations are heavily used in each of the ServiceNow workflow. Profile and benchmarks the performance, defect rate, failure rate of each tool. For example work on a plan to replace an old legacy tool that is is impacting the speed and efficiency the most for the maximum impact.
5. Reduce Outlier and Eliminate needs
Process optimization variation analysis makes it really easy to find happy path, why the slowest 10% of incidents take 30-40% of total cycle time. This allow process improvement teams to focus on bringing the time spent on un-necessary/un-desired paths by reducing the process variation and drive towards process standardization.
Related learning and Demo videos
- Identify, Analyze, Enact: Process Optimization Simplified on the Now Platform
- Assess Processes, Identify Bottlenecks and Drive Business Results
- Make Continual Improvement Part of your Routine Through Integration with Process Optimization
Contact your ServiceNow account rep to learn more and book a demo.
