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Quantifying the Benefits of ServiceNow

Ramki Venkatraman
Aug 8, 2021 11:39:12 AM

The promise of automation has always been to remove human error from the business equation and provide a single version of truth and efficiency across the enterprise. When we look at the benefits of the ServiceNow platform, many enterprises see that promise becoming a reality.

When ServiceNow is implemented and understood correctly by an enterprise, it transforms the business into a very holistic and integrated living structure like a mighty oak tree. Like the nutrients that flow through that tree from the roots to the trunk and out to the branches, ServiceNow makes a business stronger, more integrated, and poised for growth.

Connecting Deep Roots to Strong Branches

Businesses that have embraced ServiceNow fully understand its roots in IT service management (ITSM) and its holistic branches that flow through HR, legal, marketing, and all lines of business. This cloud-based platform puts them all into a workflow and enables tracking and reporting on:

  • The people and services managed
  • Aggregate view of all processes completed
  • How long it takes to handle them

In other words, the benefits of ServiceNow revolve around a deep visibility into all processes and infrastructure through a single system of record for IT.

The Bigger Picture of ServiceNow

Seeing every interaction between every user and measuring the service experience provided by any agent is merely the day-to-day view of the benefits of ServiceNow. In the bigger picture, ServiceNow enables organizations to look at all departments as a service provider. This is made possible by its ability to provide all departments with an automated workflow process that tightly aligns IT and business strategy in a very holistic way.

By transparently connecting applications and backend systems throughout the enterprise, ServiceNow breaks down silos for more actionable information and process flow through and across the enterprise. In short, one of the chief benefits of ServiceNow is that it provides a structured process that delivers everything as a service. This move to everything as a service means less talk about ITSM and more talk about service management as an enterprise discipline as common as ERP, CRM, and HCM.

Older Branches Integrated with New Growth

Another of the major benefits of ServiceNow is its ability to seamlessly integrate with legacy systems and enterprise applications such as ERP and CRM systems. This enables greater control and visibility across the development cycle and its many processes, which means:

  • Seamless synchronization of information across on-premise and cloud-based apps and data sources
  • Aggregate collection and analysis of all data across the entire IT infrastructure, including disparate legacy systems
  • Minimized infrastructure and maintenance costs and enhanced productivity
  • Keeping all of the fundamental elements of service management for new business lines or industry verticals
  • Continued ability to invest in other best-of-breed applications and systems

This consolidation and automation of service management processes eliminates a reliance on manual, redundant tasks. It also significantly improves reporting capability that shows how IT is helping the organization efficiently to provide customers with the highest quality of products and services. That includes an ability to create applications that can grow the business and increase its adaptability to a constantly changing global business climate.

Of Acorns, Adaptability Availability, and Services

Among the many benefits of ServiceNow is the platform’s ability to adapt and grow the business in innovative ways such as through building of business applications. Like acorns of the mighty oak, applications are born of the original business through the ServiceNow platform and take on a life of their own as they spread the business into new markets and functionality. The platform’s built-in notifications, approvals, workflows, and application tools are designed for use by low code developers who can create applications via pointing, clicking, dragging, and dropping.

Adaptability flows through the service desk and contact centers in which ServiceNow provides:

  • Built-in reporting facilitating better, more precise data that can quickly decide between solving problems remotely or onsite
  • The ability to quickly log incidents and requests so the service provider stays ahead of requests that are in danger of breaching SLAs
  • More efficient and proactive work prioritization for the service provider, resulting in fewer customer complaints and ongoing compliance

In the digital age, organizations must be adaptable in ways that view business services such as HR, marketing, and legal as services that are the business and not just in support of the business. The benefits of ServiceNow enable enterprises to transform into a business of holistic services that continue to sprout new growth under all business conditions.

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