Using ServiceNOw to bill for IT Services

[djtaylor]

All,

I am from a County Organization that is using the ServiceNow Platform for ITSM and ITBM.  We want to begin billing the various departments in the county for IT services provided.  Are any organizations using ServiceNow to bill for IT Services?  If so how are you billing for services, by time worked, by the service provided etc...

Any suggestions?

Thank you

Dennis

[Jeff Currier]

Dennis,

While I have not seen an organization do an actual charge back (or bill) based on IT services, I have worked with a couple organizations which do a show back for IT Services.  One organization I am working with now, is very carefully keeping track of both incident (including problem and change) and project time.  With this, they are reporting time by department back to those departments.  This is used by the CIO to justify and adjust manpower distribution.  I have also seen incident volume or call counts used in a similar way.  With the time tracking method, going to actual costs wouldn't be too difficult since you also know who did the work and could provide a time cost based on their position and salary.  However, full IT cost could also include any material used to resolve the issue, i.e. new mouse, laptop replacement, etc.  Often those items are already accounted for, so they may just need to be merged into the same report (bill).

-Hope this helps.

[erikbartholdy]

hi Jeff, please note, that ServiceNow is going the "CSDM and Digital Products way"  

this video is quite good Financials for Digital Products and Services built on CSDM! Recorded Jan12th 2022 - YouTube 

 

also you might be interested in the 

[Brian Gadeberg]

Hi djtaylor@placer.ca.gov 

I agree with JeffCsn I don't see that level of maturity for IT billing in organisations or in ServiceNow. But It is a must for SNC to keep developing their ITFM applications to include the full picture for TCO.

I don't believe SNC should be able to do the billing but instead provide the expense input to a Financial management system - designed for this kind of work. Providing the expense input is a core platform functionality and can be applied to any table - please see SNC Docs: London - Expense Lines. 

If you want to allocate your cost (and work with ITFM) then please take a look at the new videos from ServiceNow Youtube Nowsupport: ITFM Playlist.

A good advice - start small and mature over time. Hopes this helps

Brian

 p.s please add Financial Management as topic for your question. It will help others to find it easier (I think)

[Glenn H_rzeler]

Is there any update to this topic (Using ServiceNOw to bill for IT Services) since 2018?
I think many compies have this issue not solved.