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Noroff Case Studies

ServiceNow

Introduction

ServiceNow is a cloud-based software platform that helps organizations manage their business operations and IT services more efficiently. It provides a centralized system for managing tasks, incidents, problems, and changes, as well as for tracking and reporting on service performance metrics. ServiceNow also offers a range of modules for managing specific business functions, such as HR, customer service, and finance. The platform is widely used by enterprises, government agencies, and educational institutions to streamline their operations and improve their overall service delivery.

Brief History

  • The company was founded in 2004 by Fred Luddy.

  • ServiceNow launched its first product, an IT service management solution, in 2005.

  • Over the next few years, ServiceNow expanded its product offerings to include IT operations management, HR service delivery, customer service management, and security operations.

  • In 2012, they went public on the New York Stock Exchange.

  • In 2018, Forbes magazine named it number one on its list of the world’s most innovative companies.

  • Today, it is recognized as a leader in the IT service management and enterprise software markets.

Features

ServiceNow is a cloud-based platform that provides a wide range of features to help organizations manage their IT operations, service management, and business processes.

  • IT Service Management (ITSM): ServiceNow offers a suite of tools to manage IT service requests, incidents, changes, and problem management.

  • IT Operations Management (ITOM): ServiceNow’s ITOM capabilities provide tools to monitor and manage IT infrastructure, such as servers, networks, storage, and applications.

  • IT Business Management (ITBM): ServiceNow’s ITBM capabilities provide tools to manage IT finances, projects, and resources.

  • Customer Service Management (CSM): ServiceNow’s CSM capabilities provide tools to manage customer service requests, cases, and interactions.

  • HR Service Management (HRSM): ServiceNow’s HRSM capabilities provide tools to manage HR processes, such as onboarding and employee self-service.

  • Security Operations (SecOps): ServiceNow’s SecOps capabilities provide tools to manage security incidents, vulnerabilities, and compliance.

Overall, ServiceNow provides a comprehensive suite of tools to manage IT and business processes, improve service delivery, and enhance customer and employee experiences.

Strengths

  • Comprehensive functionality: ServiceNow offers a wide range of functionalities, including IT service management, HR service delivery, customer service management.

  • Customizable: ServiceNow’s platform is highly customizable and can be tailored to meet the unique needs of an organization.

  • Scalable: ServiceNow is scalable, meaning it can accommodate the growth of an organization without requiring significant changes to its infrastructure.

  • User-friendly: ServiceNow has a modern, user-friendly interface that makes it easy for employees to use and understand.

  • Strong community: ServiceNow has a strong community of developers and users who provide support, share best practices, and develop new features.

Weaknesses

  • Cost: ServiceNow is expensive.

  • Complex implementation: Implementing ServiceNow can be a complex process, requiring significant time and resources.

  • Training: Employees may require training to fully understand and use the platform effectively.

  • Dependency on ServiceNow: Once an organization has adopted ServiceNow, it may become dependent on the platform, making it difficult to switch to an alternative solution.

  • Limited flexibility.

Comparison

ServiceNow is a cloud-based platform that offers a variety of enterprise IT services and business process automation tools. While there are other products like ServiceNow in the market, it stands out in several ways.

  • Comprehensive functionality: ServiceNow offers a wide range of functionality, including IT Service Management (ITSM), IT Operations Management (ITOM), IT Business Management (ITBM), and Customer Service Management (CSM). This allows organizations to manage their IT and business processes using a single platform.

  • Ease of use: ServiceNow is known for its intuitive and user-friendly interface, making it easy for users to adopt and use. The platform’s user interface is highly customizable, enabling businesses to tailor the platform to their specific needs.

  • Flexibility: ServiceNow offers extensive customization options, allowing businesses to tailor the platform to their unique needs. This includes customizing workflows, forms, and dashboards.

  • Integration capabilities: ServiceNow offers robust integration capabilities, allowing it to integrate with other systems and applications. This enables businesses to leverage their existing technology investments while still benefiting from the capabilities of the ServiceNow platform.

  • Strong community support: ServiceNow has a strong community of users and developers, offering resources and support to users.

Overall, ServiceNow offers a comprehensive and flexible platform that can help businesses automate their IT and business processes while improving efficiency and productivity.

Conclusion

Despite its horrible name, ServiceNow highlighted how the platform was able to address the ITSM (IT Service Management) challenges faced by a global financial services company. By providing a unified platform for ITSM, ServiceNow was able to automate many of the client’s IT processes, improve collaboration between IT and other business units, and provide the client with a comprehensive view of their IT operations. The results were significant, including a reduction in the number of incidents reported, decreased resolution and change implementation times, and overall improvements in productivity, efficiency, and customer satisfaction. The case study demonstrates how ServiceNow’s platform can help organizations address their ITSM needs and improve their overall IT operations.

Credits

  • Kennet Torgersen, (KennTorg).

References