What is ServiceNow? How to Optimise Costs with ServiceNow

ServiceNow is a cloud-based platform that simplifies and automates business operations, enhancing efficiency, improving service delivery, and boosting user satisfaction. Launched in 2004, it initially focused on IT Service Management (ITSM). Over time, it has evolved into a comprehensive solution offering modules such as:

• IT Operations Management (ITOM)
• IT Business Management (ITBM)
• Customer Service Management (CSM)
• Human Resources Service Delivery (HRSD)
• Asset Management
• And many others tailored to diverse business needs.

ServiceNow operates as a Platform-as-a-Service (PaaS), centralising workflows and unifying data. Its low-code and no-code tools make it easy to customise and scale solutions.

ServiceNow's automation tools, like Gen AI and Virtual Agent, can manage common questions. They also make processes easier, like managing requests and problems. It works well with many systems, such as Azure, AWS, and SAP. This makes it suitable for businesses of all sizes and types.

Key Features of ServiceNow

Here's what makes ServiceNow a preferred choice for businesses:

1. ITSM Implementation: Simplifies managing incidents, problems, and changes, ensuring smoother IT service delivery.
2. Service Portal and Service Catalog: Offers a user-friendly platform for employees and customers to request services, track progress, and find solutions.
3. Configuration Management Database (CMDB): Maintains a centralised repository of IT asset data, improving configuration management and decision-making.
4. Knowledge Management: Encourages knowledge sharing through self-service repositories, reducing the need for manual support.
5. Service Level Management (SLM): Tracks and manages service performance, aligning it with organisational goals.
6. Virtual Agent: Uses AI-powered chatbots to handle customer queries, enhancing the user experience.
7. Portfolio Management: Aligns projects and resources with strategic objectives for better business outcomes.
8. Integration Capabilities: Easily connects with third-party tools, extending platform functionality.

Why work with a ServiceNow Partner?

Implementing ServiceNow can be complex without the right expertise. Partnering with a ServiceNow partner like DSS offers numerous advantages:

• Tailored solutions to fit your unique business needs.
• Smooth and efficient implementation, avoiding common pitfalls.
• Maximised ROI through strategic use of platform features.
• Expert guidance throughout the implementation and optimisation process.

DSS, a trusted partner, brings its extensive experience in ServiceNow projects, ensuring businesses achieve measurable results.

How to Optimise Costs with ServiceNow

While ServiceNow is a premium platform, businesses can significantly optimise costs by following these steps:

1. Start with Clear Goals and Prioritise ITSM Implementation: Identify immediate needs and focus on ITSM for effective incident, problem, and change management. Once you establish ITSM, expand into other modules like HRSD or CSM based on your business priorities. This phased approach minimises upfront costs and maximises resource allocation.
2. Leverage Out-of-the-Box Features: ServiceNow offers pre-built tools such as the service catalogue, CMDB, and asset management. These ready-made features eliminate the need for extensive customisations, saving time and money. Customise only when it adds substantial value to your operations.
3. Consolidate Tools and Systems: ServiceNow's modular design enables organisations to replace multiple tools with a unified platform. For example, combining ITSM, CSM, and ITOM reduces the costs of maintaining separate solutions and simplifies operations.
4. Invest in Knowledge Sharing and Employee Training: Training employees to use ServiceNow effectively ensures they can handle tasks independently, reducing reliance on external consultants. Knowledge management further empowers users by providing self-service resources.
5. Monitor Licensing and Usage: Review active user accounts and license types regularly to avoid paying for unused licenses. Conduct periodic audits to identify opportunities for cost savings.
6. Automate Workflows with AI and Virtual Agent: ServiceNow's automation tools, like Gen AI and Virtual Agent, can manage common questions. They also make processes easier, such as request and problem management. Predictive analytics in ITOM can also identify issues before they occur, reducing maintenance costs.
7. Optimise the CMDB and Asset Management: A well-kept CMDB provides accurate data about assets. This helps organizations make better choices about resource use and system upgrades.
8. Adopt Agile Implementation for Faster ROI: Implement ServiceNow in minor phases rather than rolling out all modules simultaneously. This approach allows businesses to see quick returns, gather feedback, and refine their processes as they scale up.

Five Reasons to Invest in ServiceNow Implementation

According to our recent article, here's why investing in ServiceNow is a smart move:

1. Centralised Service Delivery: ServiceNow is a one-stop platform for managing requests and streamlining service delivery across departments.
2. Improved Collaboration: Features like knowledge sharing and the service catalogue foster team collaboration, improving efficiency.
3. Improved User Experience: Tools like the virtual agent and service portal make it easier for employees and customers to use the system.
4. Scalability: ServiceNow easily adapts to growing businesses, accommodating new users, tools, and integrations.
5. Expert Support: Working with a ServiceNow partner ensures smooth implementation and ongoing optimisation.

Real-World Success: How ServiceNow Helps Businesses Save

A global organisation partnered with DSS to optimise its IT operations using ServiceNow. By implementing ITSM, automating workflows with the Virtual Agent, and maintaining an updated CMDB, the company achieved:

• A 25% reduction in operational costs within the first year.
• Faster service delivery, improving customer satisfaction.
• Enhanced service level management to meet business goals.

This case demonstrates how strategic ServiceNow can drive cost savings and operational efficiency.

Why ServiceNow is the Future for Businesses

ServiceNow is more than just an IT tool—it's a comprehensive platform transforming businesses' operations. Key benefits include:

• Increased Efficiency: Automation frees up teams to focus on strategic tasks.
• Improved User Experience: Tools like the service portal and virtual agent enhance interactions.
• Scalability: Grows with your business, making it ideal for organisations of all sizes.
• Centralised Data: Provides a single source of truth, improving decision-making.
• Flexibility: Seamlessly integrates with other platforms, supporting unique business needs.

Conclusion

ServiceNow is a robust platform that can revolutionise business operations. Organisations can fully use ServiceNow while keeping costs down.

They should start with a clear strategy. They can also use built-in features. Partnering with experienced providers like DSS can help too.

Ready to start your ServiceNow journey? Explore how DSS can help tailor ServiceNow to your business needs. Visit our ServiceNow Services page to understand how our experienced professionals help customers in the UK and US.