ServiceNow Platform Introduction in under 10 minutes (2021) By Fernando Scheps

Introduction

Hello, my name is Fernando Scheps, and I am a technology professional with 23 years of experience in the IT world, closely aligned with business objectives. In this article, I will introduce you to the ServiceNow platform and discuss why it is becoming increasingly important in the enterprise landscape.

The ServiceNow platform has long been recognized as a leader in the IT Service Management (ITSM) sector. Initially associated with terms like "ticketing tool" or "support tool," this perception began to change several years ago. ServiceNow realized that the same platform used for IT service management could be adapted and expanded to cater to various business areas within the enterprise.

To appreciate the capabilities of the ServiceNow platform fully, it is crucial to understand two overarching drivers for the brand:

1. Great Workflows Forge Great Experiences: ServiceNow recognizes that smooth and efficient workflows are foundational to employee productivity and innovation, vital for any enterprise's success.

2. Enhancing Work Experience: The platform aims to make the world of work better for people, emphasizing enhanced employee experiences and IT's importance within the workplace.

ServiceNow highlights three dimensions when discussing employee experiences:

• Technology: The tools and systems used;
• Workplace: The physical and virtual environment where employees engage;
• Culture: Fostering a sense of belonging among employees.

So how does the ServiceNow platform achieve this?

Today's enterprises often comprise multiple departments, each with distinct processes and tools. However, when employees or customers engage with these departments, they encounter a myriad of channels and tools tailored to different purposes. This is where ServiceNow comes into play. Through powerful digital workflows, it interconnects different business units, significantly improving both employee and customer experiences by providing an omnichannel experience. This integration conceals the underlying technical complexities and creates a streamlined, consumable experience.

It's essential to recognize that ServiceNow does not aim to replace all existing tools within an enterprise. Although simplifying the application landscape is beneficial, many long-standing core tools hold significant importance and may not be easily replaced. Consequently, the ServiceNow platform is often described as a "platform of platforms," linking various enterprise tools through a single cloud platform based on a common data model and architecture. This feature enables organizations to drive digital workflows and provide excellent experiences across numerous channels available to employees and customers.

Initially known primarily as an IT Service Management tool, ServiceNow has evolved into a robust platform that facilitates collaboration across business areas. By linking processes, it reduces complexities and transforms organizations’ operations, helping them drive transformations in human resources, customer service, procurement, finance, and more—all aligned with the desired outcomes of growth, increased productivity, and enhanced business resilience.

While the following slide may seem overwhelming, it illustrates the growth of the ServiceNow platform. I won't go through every workflow but would like to highlight a few standout features:

• IT Business Management (ITBM): This application allows organizations to manage projects across the entire organization, helping with tools for application portfolio management, demand management, innovation management, and project portfolio management. It can also be easily integrated with systems like SAP for budget management.

• HR Service Delivery: ServiceNow enhances employee onboarding experiences by providing a central hub for accessing HR information and facilitating case management with ease.

• Customer Workflows: The customer service management and field service management modules allow organizations to deliver customer support through omnichannel capabilities, self-service portals, and chatbots with natural language understanding, connecting customer needs with relevant internal contacts.

• Creator Workflows: With no-code and low-code capabilities, this area facilitates the development of additional enterprise service management applications. Companies can use the App Engine to build applications and streamline processes, from simple case management to intricate supply chain management.

What excites me most about the ServiceNow platform is its growth over the years. The strategy involves starting small with specific functionalities, closely collaborating with partners and customers to identify needs, and then expanding via acquisitions or internal development. Often, the platform evolves until it becomes a market leader.

Investing in the ServiceNow platform, which might initially fulfill 60 to 70 percent of a company's needs, remains a sound strategy, knowing that regular updates significantly narrow the gap. Furthermore, if specific configurations do not meet organizational demands, customers can leverage ServiceNow's powerful custom app creation capabilities.

For instance, in one of my previous organizations, we developed a comprehensive corporate identity and access management application on the ServiceNow platform, resulting in substantial cost savings on licenses while capitalizing on an already deployed platform.

In modern enterprises, we are witnessing a transformation. IT is no longer an isolated function; instead, it has become a digital transformation enabler for various business units. The closer integration of IT and business operations enables a collaborative approach to drive better results.

I hope this overview of the ServiceNow platform has clarified its functionalities and potential organizational benefits. To conclude, I would like to share three tips for effectively adopting the ServiceNow platform in your organization:

1. Ensure leadership understands the platform's value and secures their endorsement.
2. Hire an internal ServiceNow product owner, a key role for translating business unit needs into actionable strategies.
3. Bring in ServiceNow expertise, either internally or via established ServiceNow partners, to support your initiatives.

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Keywords

ServiceNow, IT Service Management, workflows, employee experience, digital transformation, IT Business Management, HR Service Delivery, customer service management, no-code, low-code, custom applications.

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FAQ

1. What is the ServiceNow platform?
The ServiceNow platform is a cloud-based service management platform that facilitates collaboration and workflow management across various business areas, originally focused on IT service management.

2. Why is ServiceNow important for enterprises?
ServiceNow is essential as it integrates diverse business processes, enhances employee and customer experiences, and drives digital transformation across departments.

3. How does the ServiceNow platform improve employee experiences?
It streamlines workflows, offers a central hub for information, and fosters a positive workplace culture, helping employees engage effectively with necessary tools and resources.

4. Can organizations build custom applications on ServiceNow?
Yes, ServiceNow offers no-code and low-code capabilities that allow organizations to develop custom applications tailored to their specific needs.

5. What are some key applications of ServiceNow?
Key applications include IT Business Management (ITBM), HR Service Delivery, Customer Workflows, and Creator Workflows, among others, each serving to enhance operational efficiency and improve experiences.