ServicesNow Tools Enable Digital Transformation in Government
Dale Landowski, an ITSM product manager for ServiceNow solutions at CDW, states that organizations need common processes, shared data, shared applications and shared technology to thrive in this environment. Agencies should avoid having multiple applications that perform the same function, he says.
Data sharing is critical to change, he says, and ServiceNow allows for agencies through a shared data repository.
“That really gives the perspective and ability to modernize and provide a truly modern backbone,” he said.
As citizens ’experiences with companies grew more digital and personal during the pandemic, their expectations of how they should interact and receive benefits from the federal government changed. IT teams need to be strategic partners in the agency’s mission areas as they seek to address citizens ’desire to use government services in the way that works best for them.
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To focus on that type of work, agencies can use ServiceNow to simplify and optimize IT operations by integrating key operational functions into one platform. The platform enables not only the standardization of processes but also the ability to share data to be used by shared applications.
It empowers IT teams to work in a service-oriented way, not functioning as a cost center but as an essential element of delivering modern, mobile-friendly services that citizens can access whenever they need it. ServiceNow’s tools allow IT teams to operate more like a business than a technology provider, able to predict demand and focus on delivering key services.
“If you don’t think about services and products, and you don’t talk about services and products, and you can’t say what services and products you support in IT, you won’t be able to have those talk about digital transformation, because that’s where the change takes place, ”Landowski said.
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How Federal Agencies Benefit from Service Today
A wide range of federal agencies have turned to ServiceNow to manage very complex projects and improve service delivery for citizens.
For example, the Department of Homeland Security used ServiceNow to track COVID-19 vaccination rates among its 240,000 employees. The platform has allowed DHS to easily track immunization eligibility reviews, manage communications and coordinate comprehensive immunizations at Veterans Affairs facilities.
Meanwhile, the Centers for Disease Control and Prevention used ServiceNow tools to develop its Vaccine Administration Management System for use by states.
Other agencies use ServiceNow and related solutions to outsource traditional IT roles and allow IT personnel to focus more on cybersecurity or the agency’s core mission. The Air Force is a prime example, using ServiceNow to streamline its IT help desk operations.
Argonne National Laboratory is using ServiceNow to take a more service-oriented approach through not only ITSM tools but also custom-built apps designed to streamline the service delivery environment of the lab.
Most organizations have shared networks and infrastructure capabilities but lack services with clear value, Landowski said. IT teams assign shared capabilities but do not engage in the organizations ’business or mission areas.
“Good organizations and organizations with a modern operating environment have services that provide value back to the business,” he says, “and they understand what it is and what they get, and they pay based on a consumption model. , for example. ”
RELATED: Improve your agency’s use of ServiceNow tools.