Service Request for the enterprise - Part 3

[Gaurav Bajaj]

Continuing from the last blog on service request for the enterprise, let’s deep dive further into third and final approach.

Approach 3: Use business specific OOB Apps (HRSD, WSD, LSD, ITSM etc), plus ITSM (for straight forward and simple non-IT requests) and then app engine for specific departments (Corporate affairs, Logistics etc.)

This is the north start of best-in class foundation  where you:

• Use ITSM for IT services and for simpler non-IT requests when there is no OOB solution.
• Deploy HR Service Delivery (HRSD) for HR services, WSD for workplace and facilities, LSD for legal services.
• Communications, Visa, logistics via App Engine only when there’s no OOB solution
• Essentially, you leverage ServiceNow’s domain-specific applications first, then extend only where gaps exist.

Use Cases & Scenarios

• Enterprises with mature service delivery models that need best practices per domain.
• When ServiceNow is your strategic business platform of choice and you envision it your platform for enterprise service management.
• You have the required licenses in place for domain specific apps and app engine.

Benefits

• Faster time-to-value: OOB apps come with pre-built workflows, security models, and portals.
• Alignment with best practices: Each domain app follows industry standards.
• Best user experience: Employees get domain-specific features like HR agent workspace, lifecycle events native contract management, reservation request system etc.
• Reduced customization: Less risk of technical debt and setting foundation for future success.
• Seamless integration: All apps still live on the Now Platform, ensuring unified reporting.

Limitations

• Higher licensing cost compared to just ITSM alongside different licensing meters (say HRSD)
• Requires buy-ins from Executives and Procurement to see the value of investment and ensure ROI of doing in right from the beginning.

  Now we have discussed all three approaches, the recommendation is not to consider one of them is best for you, You will probably be leveraged all three at different times(you may start with approach 1 and then leading to Approach 3 gradually as the organization matures, you start to see value and ROI) considering goal is to balance cost, complexity, and scalability while delivering the best user experience.

That’s all for today, I’ve another blog with a similar context of what’s the right candidate of a service request. You can look through for a deep dive on additional technical consideration.