ServiceNow IT Service Management: How to Find the Best Provider
Efficient IT service management (ITSM) is crucial for the success of your business. ServiceNow has emerged as a leading platform for ITSM, providing comprehensive solutions that help businesses streamline their IT operations, improve service delivery and enhance user satisfaction. However, to leverage the full potential of ServiceNow ITSM, it’s essential to find the right third-party provider to deploy, integrate, optimize and manage this sophisticated tool. This blog will guide you through the key steps and considerations for selecting the best ServiceNow IT service management provider.
Understanding ServiceNow IT Service Management
Currently holding about 25% of the platform-as-a-service (PaaS) market, ServiceNow ITSM is a suite of tools designed to manage IT services and support your internal business processes. The software includes modules for managing critical functions, serving as an overlay that can help integrate other siloed software systems. By centralizing and automating your data and the workflows that run your business, ServiceNow helps organizations reduce downtime, increase productivity and deliver better services to their users.
What Are the ServiceNow Modules in 2024?
As of 2024, ServiceNow continues to expand and enhance its suite of modules to address the evolving needs of businesses. These modules encompass a variety of functionalities, from IT service management to security operations and customer service.
Here is an overview of the key ServiceNow modules available.
ITSM
ServiceNow’s ITSM includes incident management, which handles the lifecycle of these issues to restore normal service operations as quickly as possible. Problem management identifies and addresses the root causes of incidents to prevent recurrence, while change management controls the lifecycle of changes with minimal disruption to IT services. Request management features provide a catalog of services that users can request and track, and the Configuration Management Database (CMDB) maintains a repository of configuration items (CIs) and their relationships.
IT Operations Management (ITOM)
The ITOM module includes event management, which monitors and responds to events generated by infrastructure components. Discovery automatically identifies and maps IT assets and their relationships, while service mapping visualizes the relationships between IT components and the services they support. Orchestration automates IT processes to improve efficiency.
IT Asset Management (ITAM)
ITAM tracks and manages the lifecycle of IT assets. For example, hardware asset management tracks and manages the lifecycle of hardware assets, while software asset management organizes software licenses and compliance. Cloud management optimizes cloud resources and spending.
Security Operations (SecOps)
SecOps enhances security posture through several features. For example, security incident response manages and resolves security incidents, Vulnerability response identifies and mitigates vulnerabilities in IT assets, and threat intelligence integrates threat intelligence to enhance security posture.
Governance, Risk and Compliance (GRC)
The governance, risk and compliance (GRC) module manages regulatory requirements and mitigates risks. Policy and compliance management manages policies and ensures regulatory compliance, risk management identifies, assesses and mitigates risks, audit management automates audit processes and tracks findings and vendor risk management manages risks associated with third-party vendors.
HR Service Delivery (HRSD)
HRSD streamlines HR processes and improves employee experiences. Employee onboarding automates and simplifies onboarding, HR case management manages employee inquiries and issues and employee self-service provides a portal for employees to access HR services and information.
Customer Service Management (CSM)
The CSM module enhances customer service capabilities. Case management tracks and resolves customer issues and inquiries, Omni-channel support provides support through various channels, including email, phone, chat and social media and field service management manages field operations and technician dispatch.
Business Management
Business management aligns IT services with business goals and improves overall performance. Project portfolio management (PPM) manages and prioritizes IT projects and portfolios; financial management tracks and manages IT budgets and economic performance; Performance analytics provides dashboards and reports to monitor IT performance and Resource management allocates and manages resources for IT projects and services.
App Engine
This module includes App Engine Studio, which offers a low-code/no-code environment for building custom software applications. The integration hub facilitates integration with external systems and applications, flow designer allows users to design and automate workflows visually, and API management provides APIs for extending and integrating ServiceNow functionality.
DevOps
The DevOps module integrates with development pipelines to automate change management processes through change automation, ensures compliance and governance in the DevOps lifecycle and provides real-time insights into the performance of applications and services through monitoring.
Now Platform
The Now Platform includes Now Mobile, enabling mobile access to ServiceNow functionalities, and Now Intelligence, which utilizes AI and machine learning to provide predictive analytics and automation. Virtual Agent offers conversational interfaces for users to interact with IT services, and performance analytics provides real-time dashboards and analytics for decision-making.
Industry Solutions
Then there are the tailored industry solutions, including financial services operations for financial institutions, Telecommunications service management for telecom providers, healthcare and life sciences and manufacturing.
Creator Workflows
Creator workflows enable the creation of custom applications without extensive coding through App Engine, connect ServiceNow with external applications and data sources via the integration hub, design and automate workflows visually using flow designer and integrate robotic process automation (RPA) through the RPA hub.
Employee Workflows
There’s a set of functionalities around employee workflows that streamlines HR processes, manages workplace resources and facilities with workplace service delivery and automates and manages legal workflows and processes via legal service delivery.
Customer Workflows
Customer workflows enhance customer support and engagement through Customer Service Management, manage field operations and technician assignments with Field Service Management and offer solutions for customer-facing operations in financial institutions through Financial Services Operations.
ServiceNow’s extensive suite of modules in 2024 reflects its commitment to providing comprehensive solutions for a wide range of business needs. From IT service management and operations to security, HR and customer service, ServiceNow offers the tools to drive business success. As organizations evolve, ServiceNow remains at the forefront, delivering innovative solutions that address the dynamic challenges of the modern enterprise.
Why Choosing the Right ServiceNow IT Service Management Provider Matters
Selecting the right ServiceNow ITSM provider is critical because it directly impacts how well your organization can implement and utilize the platform. A proficient provider will ensure a smooth deployment and offer ongoing support, customization and optimization to meet your needs.
The right provider will act as a strategic partner, helping you maximize the ROI from your ServiceNow ITSM implementation. Some of the key considerations for selecting your vendor-partner include:
- Experience and expertise
When evaluating potential providers, consider their experience and expertise with ServiceNow. Look for providers with a proven track record of successful ServiceNow implementations across various industries. An experienced consultant will have a deep understanding of the platform’s capabilities and best practices, enabling them to tailor solutions to your unique requirements. - Certifications and partnerships
ServiceNow offers certifications for professionals and partners. Ensure your chosen provider has certified ServiceNow consultants and developers on their team. Additionally, check if the provider is a recognized ServiceNow partner. Partner status indicates a strong relationship with ServiceNow and access to the latest resources and support. - Comprehensive service offerings
A good ServiceNow ITSM provider should offer a wide range of services beyond implementation, such as consulting, customization, integration with other systems, training and ongoing support. A comprehensive service offering ensures a one-stop solution for all your ServiceNow needs, from initial deployment to continuous improvement. - Customization and flexibility
Every organization has unique processes and requirements. The best ServiceNow ITSM provider will take the time to understand your business and customize the platform to fit your needs. Look for a provider that offers flexibility in their solutions and is willing to adapt to your changing requirements. - Client references and case studies
Client references and case studies will provide insights into the provider’s previous work and the results they have achieved for other organizations. Speaking with past clients can also provide valuable information about the provider’s reliability, responsiveness and overall performance. - Support and maintenance
Ongoing support and maintenance are crucial for the long-term success of your ServiceNow ITSM implementation. Ensure the provider offers robust support services, including proactive monitoring, issue resolution and regular updates. A provider with a dedicated support team can help you avoid disruptions and keep your IT services running smoothly. - Scalability and futureproofing
As your organization grows, your ITSM needs will evolve. Choose a ServiceNow team that can scale their solutions to accommodate your future requirements. They should have the ability to integrate new modules, add users and expand functionality. A future-proof solution ensures that your investment in ServiceNow continues to deliver value over time.
Steps to Find the Best ServiceNow ITSM Provider
There are a few steps necessary before picking your ServiceNow partner:
- Define your requirements
Start by clearly defining your ITSM requirements. Identify the specific problems you want to solve, the processes you need to streamline and the outcomes you aim to achieve. A well-defined set of requirements will help you evaluate potential providers more effectively. - Conduct due diligence
Conduct thorough market research to identify potential ServiceNow ITSM providers. Use online resources, industry forums and professional networks to gather information about reputable providers. Create a shortlist of candidates based on their experience, expertise and service offerings. - Evaluate proposals
Reach out to the shortlisted providers and request detailed proposals. Evaluate each proposal based on the provider’s understanding of your requirements and their approach to implementation and management. Pay attention to how well they address customization, integration and support. - Schedule demos and interviews
Schedule demos and interviews with the top candidates. During the demos, ask the providers to showcase how they would address your specific needs using ServiceNow. Use the interviews to assess their communication skills, responsiveness and willingness to collaborate. - Check references
Contact the references provided by the candidates. Ask about their experience working with the provider, the quality of their services and the outcomes achieved. This step will help you validate the provider’s claims and gain confidence in your decision. - Assess costs and ROI
Evaluate the costs associated with each provider’s services and compare them against the potential ROI. Consider the initial implementation costs and the ongoing expenses for support and maintenance. Choose a provider that offers the best value for your investment. - Make an informed decision
After completing the evaluations, make an informed decision based on the provider’s experience, expertise, service offerings and client feedback. Choose the provider that best aligns with your requirements and demonstrates the ability to deliver successful outcomes.
Next Steps
Selecting the right ServiceNow IT Service Management provider is a crucial step towards optimizing your IT operations and enhancing the service delivery of this powerful solution.
Red River is an ideal ServiceNow ITSM partner dedicated to transforming your IT service management through innovative solutions and expert support. With deep expertise in implementing and optimizing ServiceNow ITSM, Red River helps organizations streamline their IT processes, enhance service delivery and reduce operational costs.
Our tailored approach provides robust incident, problem and change management solutions that improve efficiency and minimize downtime. Partnering with Red River means leveraging our extensive experience and commitment to excellence, enabling your organization to achieve seamless IT operations and superior service quality. Contact us to find out more.
Q&A
How do different industries use ServiceNow?
Most industries leverage ServiceNow today. The platform is highly versatile in addressing diverse business challenges.
In the financial services industry, banks and investment firms use ServiceNow to automate and streamline IT operations, ensuring compliance with stringent regulatory requirements. A large bank may use ServiceNow’s ITSM to help maintain high service availability for critical banking applications.
Hospitals and healthcare providers also leverage ServiceNow to streamline the onboarding process for new medical staff and efficiently manage HR inquiries. Additionally, ServiceNow’s IT Operations Management (ITOM) module can help maintain the uptime of critical healthcare systems, ensuring seamless patient care.
Manufacturers use ServiceNow’s Asset Management module to track and manage the lifecycle of equipment and machinery. This oversight ensures optimal performance and timely maintenance, reducing downtime and operational costs. ServiceNow’s field service management also helps dispatch technicians efficiently for on-site repairs and maintenance.
Telecom companies utilize ServiceNow’s Customer Service Management (CSM) to handle customer inquiries and issues through multiple channels, enhancing customer satisfaction. The platform’s service mapping capabilities help telecom providers visualize and manage their complex network infrastructure, ensuring reliable service delivery.
Finally, retailers can use ServiceNow to manage IT assets and streamline supply chain operations. For example, a major retail chain may employ ServiceNow’s ITSM to handle incidents in point-of-sale systems, ensuring minimal disruption to customer transactions. Additionally, ServiceNow’s automation capabilities help retailers manage seasonal staffing needs efficiently.
Is there a free instance of ServiceNow so I can try it out?
Yes, ServiceNow offers a free instance through its Personal Developer Program. This program allows users to explore and experiment with the ServiceNow platform in a sandbox environment.
This personal developer instance is a great way to familiarize yourself with the platform, test different modules and build custom applications. Remember that the instance will remain active as long as you use it regularly, but it may be reclaimed if left inactive for a certain period.
