ServiceNow in an external shared services role for government

[Robert Maxwell]

This article will talk to how ServiceNow enables the provision of external facing inter-agency shared-services, at scale, for government use cases.

For time immemorial government has been hamstrung from sharing data between agencies by slow processes such as email as the 'official' channel. Deployment of ServiceNow to act as the interface between other government  agencies and departments has demonstrated that this need be no more. The ServiceNow platform gives government the opportunity to create transformative change in the context of data sharing and instantiation of inter-agency workflows.

Platform capabilities such as the following when deployed will give government the ability to create positive change to support their mission:

• Hyperautomation Integration Hub functionality such as Remote Instance Spoke and Remote Process Sync can be deployed to bring data in and out of interconnected ServiceNow instances;
• Service Bridge, which enables the seamless creation and publishing of services or products within catalogues and the fulfillment of those requests between instances of ServiceNow;
• the Customer Service Management suite by leveraging the Business-to-business model to provide support for accounts provisioned for external agency users and to interact via omni-channel interfaces such as Virtual Agent chatbots;
• authentication methods and overlays including Multi-Provider SSO and Adaptive Authentication which allow for, as the name suggests, multiple SSO federations and granular controls over pre-authentication and post-authentication system access for external agency users accessing your instance; and,
• where complex legislative requirements and constraints around data sharing arrangements exist, Decision Tables and the Decision Builder can provide a decoupled set of business rules that can easily be leveraged in Flow Designer logic - and this can be even further uplifted with Privacy Management workflows from the Governance, Risk & Compliance suite when dealing with constituent personal data.