"Hey, everybody. Dan here again, the Head of ServiceNow at AC3.
I'm here to talk about today how do you extract more value from your ServiceNow investment. And value for me is, tangible in some ways, intangible in others.
And if I think about the platform that ServiceNow is and the capabilities that exist across the entirety of the platform.
You have solutions that actually have the ability to service nearly every line of business across your organisation.
Most customers that are customers of ServiceNow that utilise the ServiceNow platform, start their journey from an IT service management perspective.
That's the very common story across the market. But the organisations that are extracting more value are actually looking at how do we create a connected ecosystem of digital capabilities that service not just IT, but also a line of business teams.
From a ServiceNow platform perspective, more broadly, you have solutions covering the technology workflows, which covers your whole IT stack.
It actually has employee workflows. So, solutions that support line of business functions.
It could be finance. It could be HR. It could be your governance risk and compliance team. It could be legal.
There's a lot of solutions there that really underpin digitising what they do, which are generally highly regulated, complex type areas of a business.
You also have customer workflows, which really enables you as an organisation engaging your external customers across the platform.
So you create an entry point for your external customers to engage and for you to provide the level of support that they need so that you, essentially are meeting their expectations.
So, in terms of extracting more value, one of the most effective ways is really to understand what you are licensed for today.
So, within every product across the platform, you have different licensed tiers. Within each licensed tier, you have different inclusions.
You've got access to a raft of different plugins and capabilities that can be activated.
Some of them require very little configurations. Some of them require more configuration.
But the true essence of what I'm trying to say here is that the deeper you understand what your licensed for, the more value you can plan for, and extract from ServiceNow.
Another key way that we see customers extract a lot of value is really in creating that one front door experience to centralise engagement for your organisation.
At AC3, currently, our intranet is driven by ServiceNow, via a ServiceNow service portal.
It is our entry point to request work across every line of business team across our organisation.
It also is a mechanism for us to track and drive self-service or self resolve issues and access policies, access processes, and lodge ideas for improvements as well that we see for across the organisation.
So, creating that one front door approach to centralise engagement across your business is another key way to extract value.
The more catalog items you present on a portal to standardise and digitise the service offerings from the different teams in your business actually makes the organisation more efficient.
It allows different line of business teams to collaborate. And it really helps to move more standardised requests into your delivery team so they can get work done quicker.
It reduces phone calls to the service desk or different support teams or call centres that you may have. And it reduces the volume of emails as well.
So, investing in a really robust and I'm going to say informative and complementary solution that underpins your organisation is imperative to extracting value.
Working with a partner like AC3 to help you on that journey to extracting value, is also very imperative.
Internal teams, whilst they may be very good at understanding how your organisation works and how the platform can service that organiation.
What they may not have is the broader industry experience from your industry vertical or similar industry verticals across the economy.
So, working with a partner like AC3 to help bring that thought leadership as to what we've seen work good in some places or not work in other places is also an invaluable resource to help tap into extracting value from your ServiceNow investment."