The digitization of work processes is a key factor for the sustainable development of enterprises. According to a survey conducted by Oxford Economics on behalf of ServiceNow in 2019, most CIOs surveyed also have a corresponding positive view on the subject of process digitization: they assume that there will be at least 60% of jobs by 2022 The process is digitalized. It has a lasting positive impact on cost, customer satisfaction and employee engagement.
Enterprise Service Management System (ESM for short) plays a central role in the digitalization of workflow. They are a big variant of ITSM (IT Service Management). With ESM, the experience of IT demarcation can be applied to the entire company in all departments.
Therefore, the digitization and automation of work processes are the core tasks of digital transformation. The main goal: to support the activities of employees through smart workflows across all professional departments and company areas so that they can use their resources more wisely. Therefore, ESM has the potential to accelerate digital transformation like a catalyst. However, this acceleration requires a stable foundation-a platform.
Ideally, all data and processes should be stored on a single platform in ESM. Contrary to classic, usually inflexible data warehouse systems, this data lake can store structured and unstructured data, such as images, videos, emails, tables, or text.
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Really regard the data lake as a lake permanently filled with raw data in all formats. The data goes into a single repository. The decisive advantage of this method: it can prevent isolated data islands.
Big data technology can be used to “capture” the data lake at any time to obtain the required information-sometimes using big data to drive network filters, or in case of special requirements, using fine-label data fishing rods. These tools are only used when data is really needed.
This flexibility allows the company to expand its strategic options. For example, using this ESM, ERP and CRM data and HR information will flow together. With the development of new business models, cross-departmental relationships become visible.
According to the Forrester Wave TM (Q4/2019), the US provider ServiceNow is a technology leader in the field of enterprise service management systems working with a central platform.
The core of ServiceNow is the so-called Now platform, a cloud-based intelligent application-as-a-service platform. Below the application layer, all data is gathered in a data lake. Technically speaking, all company data, applications and personal adjustments can be stored in the cloud.
The Now platform is like a unified system of record that can be accessed through a number of separate user interfaces based on roles. This allows programming of networked cross-departmental workflows. For example, data from CSM can be provided to other departments. This allows employees to identify problems faster and more clearly, and solve them in a more cost-effective manner. For the satisfaction of themselves and their customers.
Scalable ServiceNow Cloud is not based on multi-tenancy, but based on a multi-instance architecture. In isolated customer instances, data, applications, and individual adjustments to company applications are all stored in the cloud, but they can communicate with each other without any problems. The advantages are obvious. Customer data will not be confused, and upgrades can be performed accurately for each individual customer instance.
In individual cases, employees can only access the services they need, and only when they really need them. Access is highly individually controllable: all users can access the global domain, but only selected users can access specific domains. This access is managed by the role assigned to the group to which the user is assigned.
If a company decides to adopt an as-a-service application platform, it must consider various criteria: What workflow do I want to map? Is the out-of-the-box solution (OOTB) sufficient? Do I need experts to develop further applications or workflows? As a foundation, the Now platform provides an OOTB workflow for three core areas: IT, people and customers. In addition, OOTB solutions can be individually optimized according to your needs.
Many companies are skeptical that the scope of OOTB solutions may be too limited. The Now platform has an application engine with a pre-configured application structure suitable for developers of all skill levels. You can use this engine to modify the applications you have used, or you can create them from scratch.
Picture: ServiceNow
Important: Applications can also be developed across departments. The platform provides widgets in the UI framework, even employees without specialized knowledge can use these widgets to create applications, for example for process automation, service management or case management.
Companies hoping to continue to succeed in the market strive to increase transparency and efficiency for customers and their employees. For example, Swiss CKW AG provides services related to energy technology and lighting, and uses the Now platform to establish a central portal for external and internal users, in which all processes are mapped end-to-end.
Suddenly eliminate errors and problems when transferring data from one system to another. About 15,000 processes are currently running on the platform. The manual work steps have been fully digitized to enable CKW AG employees to pay more and more attention to strategic topics. CKW’s IT project manager Natasja Nicke explained: “You can say: With the help of ServiceNow, we at CKW AG can ensure that customers and employees see the light.”
As a global market leader, SAP SuccessFactors provides cloud-based human capital management (HCM) suites to more than 6,000 customers. HCM ensures that the right people are doing the right work in the right place at the right time. For many companies that SAP SuccessFactors supports ITSM solutions, this is a daunting task. The IT environment is becoming more and more complex, leading to more and more fragmented internal processes in 2016, which has an impact on our own employees and customers.
In the process of transformation, the company completely relied on the Now platform to modernize incidents, changes, problems and configuration management. Alex Hernandez, Senior Director of SDO Service Management, said: “We focus on four commitments to our customers: improved availability, speed, transparency, and maturity. With the Now platform, we can ensure that we achieve all these goals. It also simplifies the existing The integration of tools and data. Its value lies in a single platform that can standardize and simplify our processes.”
The Now platform realizes the integration and insight of various processes, data sources, operational KPIs and IT financial indicators. Today, the management once again firmly regards the “big picture”. Can greatly reduce costs, and save most of the work of solving problems. The results of it? High satisfaction. Mike McGibbney, senior vice president of SDO, said: “We are not only seeing results internally, but we are also seeing results with customers.” “They have more confidence in our delivery capabilities than ever before, which can bring more Business and higher loyalty.”
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