Want to learn how you can arm your organisation to drive operational efficiency?

Transcript:

"Hey, everyone, I'm Dan Marsh, and I lead up the ServiceNow practice at AC3 and I'm here to talk today about how you can arm your organisation for driving operational efficiency through the use of ServiceNow.

When organisations adopt ServiceNow, one of the biggest challenges is really adopting the capability that ServiceNow offers out of the box.

What I'm talking about here is really configuring over customising.

When organisations migrate away from legacy tooling to a platform like ServiceNow, it's very easy to try and retrofit legacy processes into a new platform.

We do not recommend that.

ServiceNow is a market leading platform, which services much of line of business teams and IT, and from a Gartner perspective, is pushing the envelope in terms of being a leader, in many different domains in terms of capabilities that the platform offers.

So the first thing that we really emphasise to our customers when adopting ServiceNow with a view of driving a long term strategy of efficiency and improvement is to get the foundations right.

So, configuring over customising, making sure that we're adopting the best of breed processes and plugins that are available with a view that having that strong foundation is a catalyst for adopting more, but also enhancing the way in which the organisation works, and leverages the platform into the future.

When it comes to the ServiceNow platform, the service catalog is such a critical engagement point and a mechanism for driving the workflow in your organisation.

It is the entry point for engaging to request work to get done, but also is a catalyst for structuring the way in which, I guess, teams are engaged to execute work.

So the service catalog and, I guess, the way in which we're seeing our customers leverage this capability to drive efficiency now, is actually integrating with different capabilities, to orchestrate and automate the fulfillment of tasks.

So if someone requests a new teams site or a new shared mailbox, post approval, they're integrating with supporting technology, to auto fulfill that request that comes in.

So we are seeing key use cases for high volume requests, as a key mechanism for organisations driving efficiency.

Another mechanism that we are seeing in the market quite frequently is a growing need for integration.

So, organisations adopting more SaaS products.

They have, you know, I guess, big digital transformation aspirations.

And with that, comes a whole lot of new tooling, but when they're operating in silos, you have disparate systems and processes that can become disconnected.

So, ServiceNow does an incredible job of enabling integration and facilitating integration through capabilities like integration hub or service graph connectors, and also natively with a lot of the modules released in the ServiceNow platform.

So, what we are finding is integration of monitoring tools or human capital management capabilities or finance platforms, or even, I guess, your cloud infrastructure platforms as well.

There's a lot of different capabilities that we've integrated over the last few years.

I think we've integrated up near a hundred different platforms into ServiceNow.

Each with a unique use case for our customers, but also many of them very much the same as well.

So don't discount the value of integration. In a lot of cases, this comes at a one-off-cost to enable that solution, but the benefits and the return on investment for integrating different platforms and systems means that your end users and fulfillment teams have a better experience in executing their work.

And if I think strategically about where the market is going, automation, and I guess, the AI capabilities that are coming out more and more in different platforms, and ServiceNow is no different.

There is a key focus right now on automation.

So, the service catalog is an entry point.

You've got integration, which is another mechanism for stitching together systems.

But we are seeing more and more platforms and ServiceNow being one that are really driving on orchestration of processes.

So, as you continue to look at driving that continual improvement in your organisation, really start to assess where are the inefficiencies in your processes and is there something that you can activate within your ServiceNow platform that can truly, I guess, remove manual ways of working, bring everything into centre, and to really make your delivery teams operate more efficiently and effectively.

We are seeing capabilities like virtual agent and the predictive intelligence capability and I'm going to say the machine learning models that are starting to come through in the ServiceNow platform, starting to get more adoption.

So, if you have a strategy to drive greater automation, and you already have ServiceNow, I'd be looking at the licensing tiers that do actually have these capabilities present, because they will serve you for the better if you're willing to invest the time to really look at driving efficiency within your business.

If you'd like to understand more, feel free to reach out.

We'd be happy to have a conversation around how you can optimise your organisation and essentially make your delivery teams be more efficient."

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