COVID-19 has given digital transformation a real upswing. With that, the importance of IT and IT Service Management (ITSM) has grown. As ITSM market leader, it is to no surprise that many consider ServiceNow. A powerful ITSM capability will improve IT service stability and ensure any issues (incidents) are resolved asap. It even helps employees to focus on delivering great Customer Experiences. But even though the case for ServiceNow is clear, the corona crisis has made funds scarce. This means you’ll need a rock-solid business case for ServiceNow with clear goals and a practical approach to get budget approval.
The traditional approach—timing ITSM activities onsite, measuring effort and throughput times and performing a detailed and expensive study—is not how we do it. We offer a simple yet powerful data-driven business case development approach that uses Artificial Intelligence and your existing ITSM data to build your case for change, regardless of the system you currently have in place. Backed by data, we identify relevant use cases and potential cost savings. We even include a roadmap on how to achieve these benefits.
But there’s more. We build a successful solution that leverages Virtual Agent and Machine Learning, determine which use cases to automate with IntegrationHub and set up resolution groups, process flows and categorization, etc. In other words: we deliver a rock-solid, irrefutable and quantitative benefits case, including a solution design and realization roadmap/plan. You can use the case for short-term decision making and managing project scope to ensure you add real value. Alternatively, you can use it for measuring after go-live, enabling you to steer on benefit realization.
New data science technology offered by AWS and Microsoft Azure provides the basis for our data-driven solution called Service Desk Data Diagnosis (SDD). SDD provides a comprehensive overview of the current state of Service Management data in your application landscape. With the insights gained by the SDD, you can identify potential cost savings and quality of life improvements. Furthermore, you can investigate use cases for ServiceNow’s productivity tools like Virtual Agent and provide triage and self-service via the chatbot feature. It even unlocks possibilities for Predictive Intelligence, so you can start automation via Machine Learning. To top it off, SDD improves project planning accuracy and scoping based on available resources.
SDD leverages data from Incidents, Problems, Changes and Request fulfilments, in line with ServiceNow best practices. It consists of three main deliverables: a Process Map, Health Dashboard and Clustering Analysis. This trinity will give an indisputable and complete overview of opportunities and challenges within your landscape:
Figure 1. Example Process Map
Figure 2. Example Clustering Analysis
The SDD supports the implementation process by quickly reducing lead times and increasing efficiency prior to a platform change. This saves costs and enhances implementation quality and service desk adoption. What’s more, you can easily spot opportunities for efficiency improvements at a later stage and get a heads-up on future implementation challenges. But don’t forget that an SDD is just the beginning! Use the insights to monitor the desired scope and adjust if necessary or use it for evaluation after go-live.
Once ServiceNow is implemented, make sure the platform stays in tip-top condition with our ServiceNow Managed Services. This means we maximize platform ROI/value and take care of continuous improvement. But, what’s best about this is that you don’t have to worry about a thing!
If you are in the middle of building a business case for ServiceNow and are ready to unlock the hidden potential of your data, then do reach out to us!
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IT Service Management