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. Business leaders actively select the solutions delivered as services directly instead of leveraging local IT for a solution. This introduces another level of challenges: IT is not onboarded fully to support the adopted Solution, leading to Process Inefficiency, Compromised User Experience, and a lack of Data audit and governance.

21^st-century customers demand superior service experiences from their technology service vendors similar to those they receive in their personal lives, such as Banking, e-commerce, hotels, and travel

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 an ITSM market leader that provides comprehensive enterprise IT solutions. IT departments across global organizations leverage ServiceNow – ITSM as the enterprise service platform to integrate technology, people, and processes and drive transformation.  As a unified platform, ServiceNow-ITSM is pivotal to driving business outcomes, including exceptional user experiences and process efficiencies wrapped in a robust governance framework.

To keep up with business growth, enterprises seek to continuously improve employee/customer experiences through personalized support and quick resolution, workflow automation, and operation efficiency. Combining rock-solid ITSM with the unified service model, ServiceNow has helped improve interdepartmental communication, establish a collaborative culture of innovation, and drive organizational agility.

ESM Key Drivers

Most organizations already have some level of ESM, either knowingly or unknowingly. For example, IT service management extends service catalogs to include requests such as HR and other business services.  Infrastructure and operation professionals in an organization leverage ESM workflows for service automation and vendor/employee onboarding.  Some of the critical drivers for ESM include:

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 through streamlining processes, automation, orchestration with third parties, and 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 revolves around IT, HR, security, IT assets, workplace service departments, and more, bringing them together in a single service platform. It brings all organization services under one umbrella, streamlining processes and enhancing organizational efficiency. Opportunities are not limited to ITSM, but they go beyond ITOM ( IT Operation), ITAM( IT Asset Management), SecOps ( Security), etc.

Enterprise service management spans multiple business service teams across corporate functions using the 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 their competition.

 Platform Architecture & ESM Offerings

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

ServiceNow ESM Advantage

Unified Service Platform: A single platform serving across departments of an organization delivers simplified service management user demands that 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 correct data set 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: Improve operational efficiency and employee productivity by integrating service management functions.

Many other advantages, such as Data Analytics, Reporting, Dashboards, Integrated Risk and Governance, automation, orchestration with third parties, AI & GenAI, etc., deliver great flexibility, scale, and continuous innovations for futuristic ESM.

YASH ServiceNow CoE allows clients to adopt ESM with confidence

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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