For many businesses, ServiceNow represents a new era, a transition to newer, digital workflows. Sudden, unplanned changes can cause delays or prevent progress to completion. Companies must continue to advance beyond the initial implementation if they want to receive the greatest benefit from their investment in ServiceNow.
ServiceNow becomes more valuable as you adapt your organization to changing business needs and continue to optimize your services within it. Many opportunities for organizations that use managed services through ServiceNow support enablement of future innovation, optimized performance, and enablement of long-term strategic objectives relating to service delivery and management.
Gartner has indicated that ServiceNow has dominated the ITSM segment of the market for quite some time now and currently holds 51% market share worldwide as well as being the top vendor across many different types of technology workflow (ITSM, Operations, etc.), all proving the value proposition of ServiceNow to organizations seeking improved business processes while leveraging their technology investments by leveraging SaaS solutions like ServiceNow.
Organizations often face challenges in getting good returns from their IT investments, especially in ongoing governance, improvements, and alignment with overall organizational outcomes.
ServiceNow Managed Services: The Gap Between Going Live and Realizing Value
While both service delivery and service management require ongoing efforts after going live, they have completely different focuses. Service delivery focuses solely on service delivery (to get the services in place) while service management focuses on maximizing the value derived from those services (to get a good return on investment).
Companies spend a considerable amount of time, effort, and money to implement ServiceNow, yet do not have sufficient internal resources (staff) or know-how (skills) to continue innovating with ServiceNow post-implementation. Over time, these challenges result in the following common issues: unused modules, inconsistent workflows, technical debt, and underutilized functionality. As business requirements evolve, outdated implementations fail to keep pace. By providing an ongoing, structured approach to improving business value from an existing platform, managed services fill this gap.
Continuous Optimization and Innovation
ServiceNow is not just a single deployment; it is continuously evolving through frequency of updates, newer features, and incorporating artificial intelligence. With help from managed service providers, customers can keep up with the most current innovative technologies.
ServiceNow Managed Services is leading the way in terms of how workflow automation and the integration of AI impact the delivery of services. For example, modern IT Service Management (ITSM) platforms have incorporated AI to automate the resolution of tickets and enhance service quality while reducing the reliance on human effort, resulting in IT moving beyond reactionary support into a more proactive delivery of services.
Managed Services teams support organizations with:
- Ongoing improvements to workflows
- Leveraging new functionality within platforms
- Aligning platform configurations to meet evolving organizational goals
As a result, the platform will continue to be used as a means for driving efficiency within an organization rather than as a static system.
The Benefits of Managed Service Models for ServiceNow
ServiceNow Managed Services provides organizations immediate operational efficiencies by outsourcing their platform management responsibilities to experts who help reduce the burden on a company’s internal team while improving the quality of services delivered.
The following are benefits associated with managed service offerings through ServiceNow:
- Faster resolution of incidents which results in decreased downtime
- Streamlined processes defined by industry standards and best practices
- Consistent performance to ensure SLAs are being met through improved performance measurement
As enterprises continue to grow, the volume of services provided, and therefore the manual processing of those services, makes any inefficient manual or fragmented process unsustainable for the organization. By utilizing managed services, organizations can now introduce automation, governance, and scalability to their way of working, resulting in consistent performance across the organization.
Strategic Alignment with Business Goals
Managed services provide operational support for organizations, but they also provide strategic support by helping organizations align the capabilities of ServiceNow with the broader strategic goals of their organization.
The use of managed services by an organization will vary over time as the organization matures. Often, managed services will assist organizations with the following:
- Creating a roadmap of initiatives and capabilities to support
- Strategy Providing integration with Enterprise Systems
- Offering data-driven insights for making informed decisions
As organizations mature, ServiceNow evolves beyond an IT tool to become a business platform. Therefore, managed services facilitate a predictable, intentional, and realistic schedule of changes that support the long-term strategy of an organization as it uses ServiceNow.
The Road Ahead: From Platform to Value Engine
With the growing complexity of enterprise workloads, the role of ServiceNow will continue to increase. Achieving success with ServiceNow will not only be based upon the implementation but also on how effectively the platform continues to be managed, developed and aligned to the requirements of the business.
Through ServiceNow Managed Services, customers work with ServiceNow to evolve their deployed solutions into an ongoing engine for delivering innovative solutions, operational efficiencies and strategic growth.
With Emergys, by embracing this approach, organizations will move well beyond implementation and realize the true capabilities of ServiceNow not only as a solution but also as an enabler of transformational change for their business for many years to come. Read more
Related Posts
Library
