ServiceNow & Enterprise Service Management

Enterprise Service Management (ESM)

Technical advancements in cloud services and recent technology trends such as Service Oriented Architecture (SOA), IT Service Management (ITSM), IT operation, Security, mobility, etc., impacted IT and delivered excellent value. In contrast, value beyond IT was still limited.

Lately, IT has lost some of its control over technology decision-making. It is the business taking an active part in selecting the solutions delivered as services instead of leveraging local IT for a solution. This introduces another level of challenges where IT is not onboarded fully to support the adopted Solution leading to Process Inefficiency, Compromised User Experience, and lack of Data audit & Governance.

21^st-century customers demand superior consumer-world service experiences they receive in their personal lives, such as Banking, e-commerce, hotel and travel, etc.

What is Enterprise Service Management (ESM)

ESM is an extension of ITSM (IT service management). It uses the ITSM principles and practices across enterprises (Beyond IT), such as Human Resources, Finance, Facilities Management, and other service lines. ESM can be equated to an enterprise-wide digital transformation. ESM is more of an approach for enterprise service and support, not a tool/technology. The approach improves business operations and outcomes across people, processes, and technology change.

ServiceNow & Enterprise Service Management (ESM)

ServiceNow is a market leader in its ITSM offerings, providing comprehensive Enterprise IT solutions. The IT department is leveraging ServiceNow – ITSM as technology, people, and processes to transform the enterprise service platform. ServiceNow-ITSM played a pivotal role in scaling business outcomes through process efficiency, a unified platform with great user experience, and Governance.

To keep up with business growth, the enterprise required further improvement toward employee/customer experience through personalized support and quick resolution, workflow automation, and operation efficiency. ServiceNow has expanded its rock-solid ITSM in a timely manner, enabling a unified services model across the organization. Doing so brings improved interdepartmental communication and collaborative culture, driving organizational agility and innovation.

ESM Key Drivers

The majority of organizations already have some level of ESM, either knowingly or unknowingly. Let’s understand through an example that IT service management extends service catalogs to include both IT service requests and Beyond IT, such as HR and other business services.

Any organization leverages the workflows for service automation, vendors/employee onboarding, and infrastructure and operation professionals to make the entry to ESM avenue. Let’s dive deep into the following key drivers:

1. Processes Efficiency, Integrated & measurable service management process, including simplification, standardization reducing manual effort and minimizing errors, leading to more efficient service delivery.
2. Cost Reduction by streamlining processes and the use of automation & orchestration with 3^rd parties and hence overall digitalization, leading to significant cost savings.
3. Improving service quality for the employee and enterprise through the use of a common data model and a unified platform across the department

Enterprise Service Management Opportunities

ServiceNow-Enterprise service management evolves around IT, HR, security, IT assets, workplace service departments, and more, bringing them together in a single service platform. It brings all services of the organization under one umbrella with process streamlining and, hence, organization efficiency. IT opportunities are not limited to ITSM, but they go beyond ITOM ( IT Operation), ITAM( IT Asset Management), SecOps ( Security), etc.

The enterprise service management in terms of other corporate services spans multiple business service teams using the following service-based workflows- HR, Finance, Legal, Sales, Marketing, Procurement, Supply Chain, Security, Vendors, Workplace, Governance & Risk Management.

Many 21^st-century customers became early adopters of ServiceNow’s Now platform ESM capabilities to stay ahead of the competition.

 Platform Architecture & ESM Offerings

The Solution offers one platform that shares one data model, architecture, and tons of built-in enterprise capabilities. It delivers connected enterprises with increased visibility of data, performance, and outcomes.

Yash’s extensive experience in digital transformation across leading platforms like SAP, Salesforce, Oracle, Microsoft, Azure, DevOps, and ServiceNow brings unique differentiation, success rate, and quality assurance.

ServiceNow ESM Advantage

Unified Service Platform: A single platform serving across departments of an organization delivers simplified service management user demands meet seamlessly. Users get quick, efficient, and personalized support for their queries.

Data Audit, Visibility, and Monitoring: ServiceNow ITOM & ITAM capabilities deliver data repository and visibility of organization assets through CMDB, asset life cycle, configuration item (CI), CI-current state, and service mapping while monitoring of CI is taken care of using integration and automation. AI & GenAI capabilities add an extra feather for

Having the right set of data stored in a common data model shared across the globe helps the support team respond in real-time. HR can quickly answer questions related to policies. Similarly, other departments equally benefit from better data visibility, assessment, investigation, decision-making, etc.

Process Efficiency: Massive improvement in operational efficiency and employee productivity achieved by integrating service management functions.

Many other advantages from Data Analytics, Reporting, and Dashboard, Integrated Risk and Governance, automation, orchestration with 3^rd parties, AI & GenAI, etc., deliver great flexibility, scale, and continuous innovations for futuristic ESM.

YASH Delivers ServiceNow

YASH and ServiceNow bring strong domain expertise to accelerate enterprise service management and digital transformation by leveraging its Global Delivery network and diversified technology, business processes, and certified professionals.

YASH brings extensive integration experience, including SAP, Salesforce, Oracle, Microsoft, Azure, and DevOps. YASH ServiceNow Implementation Methodology (YASIM) leverages ServiceNow’s recommended approach and implementation methodology, relying on a hybrid model, i.e., waterfall and agile, to avail the best of both worlds.

For more information, please write us at info@yash.com

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