Solutions

  • Products
  • Use Cases
  • Industries
  • EBOOK
  • Making it #EasyForEmployees
  • A guide with best practices for transforming the employee service experience.
  • WHITE PAPER
  • Modernizing government via ITSM
  • A research doc about government agencies’ digital transformation challenges.

Platform

  • REPORT
  • Gartner names ServiceNow a leader
  • 2018 Magic Quadrant for Enterprise High-Productivity Application PaaS.

Customers

  • CUSTOMER STORY
  • General Mills transforms HR
  • Global employee service experience shows entire corporation how it’s done.

Explore

  • PERSPECTIVE
  • Do you need an AI council?
  • Formal collaboration helps implement new technology safely and effectively.

Establish a clear system of engagement for digital use cases

The construction of a digital business service begins with the customer, through the development of a system of engagement built around the organization’s most viable use cases for digitization. These use cases need an explicit statement of business goals and expected benefits, along with a definition of key stakeholders, from customers to service owners to suppliers.

  • To launch a digital business service, start by defining the system of engagement – how a business capability will be consumed, defined by specific and concrete use cases.

To be effective, digital business services need a common “home”: a system of engagement that consolidates and simplifies how customers access services and information. The system of engagement – whether an employee portal, customer service portal, or supplier service portal – must deliver three functions:

  1. Order products and services. At its simplest, customers have to be able to transact with the business service in a simple and automated way.
  2. Find useful information and news about products and services. Policies, guides, and other information need to be made available to guide the transaction decision.
  3. Connect with the enterprise around products and services. Communications channels need to be made available to help answer questions about the transaction decision.

The transaction is the point at which the definition of a digital business service begins: what is it that the customer needs to order? Can it be simplified and automated? Many organizations use their business capability maps as a starting point for thinking through digital transformation, but may neglect to ask the questions implied by the functions above: for this capability, what products are services will customers order? What information about those products and services will be most useful?

Figure 1, below, provides the most typical use cases for common business capabilities, along with information often requested by customers.

Business Capability / Service

Typical Transactions / Use Cases and Requested Information

 

Human Resources / Employee Experience / Hire-to-Retire

 

Typical Transactions / Use Cases: 

  • Pre-boarding
  • Onboarding
  • Office / geographic / organizational move
  • Expatriation
  • Personal updates (marriage, divorce, birth, death)
  • Promotion and demotion
  • Offboarding
  • Retirement and post-retirement 
  • Cross-system employee master data updates
  • Typical Requested Information: 
  • Information related to use cases above 
  • Information related to retirement / pension plans, insurance and benefits, holidays, absences, training & conference attendance, travel and expenses 

Typical Requested Information:  

  • Information related to use cases above 
  • Information related to retirement / pension plans, insurance and benefits, holidays, absences, training & conference attendance, travel and expenses

 

Procurement / Purchase to Pay / Source to Pay

 

Typical Transactions / Use Cases:

  • Purchase to pay orchestration
  • Vendor onboarding / offboarding
  • Vendor master data updates
  • RFI / RFP creation and orchestration
  • NDA creation
  • Contract creation / modification
  • Vendor / supplier performance review
  • Vendor risk assessment and management

Typical Requested Information:

  • Information related to use cases above
  • Information related to specific vendors, contracts, and invoices

Facilities / General Services / Smart Campus

Typical Transactions / Use Cases:

  • Facilities and security services related to employee onboarding / transition / offboarding
  • Maintenance of buildings, equipment, rooms, furniture, extinguishers, sensors, etc.
  • Integration with IoT devices to automate maintenance actions and requests (e.g. smart trash bin)
  • Canteen, catering and restaurant services
  • Visitors, guest, and security services
  • Organization of events, conferences and townhalls
  • Management and maintenance of the organization’s fleet of cars

Typical Requested Information:

  • Information related to use cases above
  • Information related to specific facilities

 

Finance / Costing / Record to Report

 

 

Typical Transactions / Use Cases:

  • Orchestration of financial period closing activities
  • Requests for ad-hoc financial reports
  • Handling of credit card disputes

Typical Requested Information:

  • Information related to use cases above
  • Information related to reporting & control
  • Information related to accounts payable/receivable
  • Information related to credit cards
  • Information related to tax and compliance
  • Information related to material management and invoice disputes (as part of Order to Cash and Source to Pay)

Master Data Management

Typical Transactions / Use Cases:

  • Expose Master Data Mgmt Services provided to the enterprise
  • Orchestration of activities and approvals required across departments and systems to create, edit or enrich master data

Typical Requested Information:

  • Information related to use cases above
  • Information related to master data errors and quality issues
  • Information related to master data compliance issues

Customer Service / Customer Support / Post-sale Support

Typical Transactions / Use Cases:

  • Customer onboarding / offboarding
  • Customer master data management
  • Modify a customer order/delivery (shipping address, delivery date, etc.)
  • Provide a copy of invoice or contract
  • Expose services offered to customer (industry specific), e.g. arrange a visit/maintenance, handle a warranty case, provide training or support for a product, etc.

By industry:

  • Pharmaceuticals:

Digital clinical trials process and services

Digital patient services

Health care professionals services

  • Automotive:

Mass recall of specific model(s) for safety fix/check

  • Tech / Media / Telecommunications:

Subscription to a new service, software, or solution

  • All:

GDPR – Request right to be forgotten

Typical Requested Information:

  • Information related to use cases above
  • Information related to orders, invoices, contracts, products and services

Table 1: Typical Use Cases and Requested Information for Business Capabilities / Services

The New Service Consumers: Smart Devices, Connected Devices, and the Internet of Things

ghjfghjfghjfghfhjgfhjgfhjg

 

 

 

The New Service Consumers: Smart Devices, Connected Devices, and the Internet of Things

ghjfghjfghjfghfhjgfhjgfhjg

 

 

 

Use cases selected should be reflected in a service catalog, using the terms a customer would use to describe the use case. In most cases, the digital means for engaging with a service – how the customer learns about and transacts a use case – should be mapped out before workflows are mapped out for fulfillment. This “customer‑back” approach ensures that fulfillment workflows are designed around the use case the customer wants, resulting in targeted automation and less wasted effort. Enterprise architecture teams should be involved from the beginning, to define the architecture connecting the system of engagement with a digital business service to the system of action for fulfillment.

Figure 2, below, shows a construct for defining use cases by the service consumer – employees, customers/suppliers, and connected devices.

Figure 1:  Digital Business Services by Service Consumer

The New Service Consumers: Smart Devices, Connected Devices, and the Internet of Things

For identified use cases, the services organization should subsequently define:

  • A statement of business goals and expected benefits, to include how benefits are measured and where accountability is assigned for benefits realization
  • Any associated compliance requirements
  • Key stakeholders, including sourcing partners involved in the fulfillment or management of the use case

This definition provides the necessary baseline for converting engagement around the use case to action and a defined delivery model for the digital business service.

Use Agile Development Techniques to Develop the Right System of Engagement

The New Service Consumers: Smart Devices, Connected Devices, and the Internet of Things

The Internet of Things (IoT) means that a growing number of services will be consumed by devices and machines rather than humans. IoT-connected devices can directly connect to a system of action to generate a task, action, or workflow (that may be automated, or assigned to a fulfiller). Examples of these kinds of services include:  

  • Maintenance services:  IoT-connected devices may notify fulfillers that maintenance is required (e.g., a device requires a periodic maintenance check, or has reached end-of-life)  
  • Repair services:  IoT-connected devices may indicate when they are experiencing performance anomalies requiring repair.  
  • Check services:  IoT-connected devices may experience anomalous environmental conditions (e.g., increasing temperatures) requiring investigation  
  • Refill services:  IoT-connected devices which provide or store materials can indicate when refills are required (e.g., a smart fuel tank indicates when it reaches empty)  
Use Agile Development Techniques to Develop the Right System of Engagement

Digital business services are like “products” (and in some organizations are even referred to as “product lines”), in that they can be piloted and built out using Agile development. The use case for a digital business service can, in effect, represent an epic that can be broken down into user stories that reflect the transaction that needs to be set up, the information or knowledge that needs to be made available, and the communication channels that need to be in place around the service. 

Agile’s iterative nature ensures that the system of engagement set up around the service is effective before you start building the delivery model / system of action. 

The New Service Consumers: Smart Devices, Connected Devices, and the Internet of Things

The Internet of Things (IoT) means that a growing number of services will be consumed by devices and machines rather than humans. IoT-connected devices can directly connect to a system of action to generate a task, action, or workflow (that may be automated, or assigned to a fulfiller). Examples of these kinds of services include:  

  • Maintenance services:  IoT-connected devices may notify fulfillers that maintenance is required (e.g., a device requires a periodic maintenance check, or has reached end-of-life)  
  • Repair services:  IoT-connected devices may indicate when they are experiencing performance anomalies requiring repair.  
  • Check services:  IoT-connected devices may experience anomalous environmental conditions (e.g., increasing temperatures) requiring investigation  
  • Refill services:  IoT-connected devices which provide or store materials can indicate when refills are required (e.g., a smart fuel tank indicates when it reaches empty)  
Use Agile Development Techniques to Develop the Right System of Engagement

Digital business services are like “products” (and in some organizations are even referred to as “product lines”), in that they can be piloted and built out using Agile development. The use case for a digital business service can, in effect, represent an epic that can be broken down into user stories that reflect the transaction that needs to be set up, the information or knowledge that needs to be made available, and the communication channels that need to be in place around the service. 

Agile’s iterative nature ensures that the system of engagement set up around the service is effective before you start building the delivery model / system of action. 

Expert Tip

EXPERT TIP

Don't rely on business capability or process owners to identify use cases. Test engagement with your intended audience.

 

Explore additional phases

Plan

You want to be sure everything is in place for a smooth, successful deployment.

Deploy

You want to be sure you’re following best practices during implementation.

Optimize

You’re up and running and want to get the most from your investment.

Extend

You’re ready to extend ServiceNow into other areas of your enterprise.

Thank You

Thank you for submitting your request. A ServiceNow representative will be in contact within 48 hours.

form close button

Contact Us

I would like to hear about upcoming events, products and services from ServiceNow. I understand I can unsubscribe any time.

  • By submitting this form, I confirm that I have read and agree to the Privacy Statement.