ServiceNow Solutions Fits the Agency’s Different IT Needs
It’s not necessarily an “aha!” moment for agencies. Most have only slowly realized over time, as they have begun to leave their IT legacy, that basic, commercial-off-the-shelf products are more practical in more modern times.
COTS products are faster and easier to obtain, with minimal additional development and customization needed. Even the intelligence community, full of classified and sensitive material, began to move in that direction.
However, agencies realize they still need some customization, and a lot of support, for these newer products. ServiceNow is one of the solutions that can help agencies in this process.
It’s a set of solutions written by a system integrator, one that provides the middle-still needs some customization, but ServiceNow has made integration, updating and modification easy. That kind of minor customization requires less effort to recreate.
In addition, the talent available to work on a ServiceNow platform compared to a custom application is greater. Agencies may be less reliant on a particular partner today because of the extensive support network that comes with a ServiceNow platform.
The main use case for ServiceNow seems to be IT service management. The National Cancer Institute, for example, has implemented a ServiceNow ITSM solution to better monitor IT activity, whether it’s incident reports about buggy email or a complete system outage. For NCI, the ITSM solution has enabled the agency to reduce the number of incident reports and improve overall efficiency in resolving IT issues.
RELATED: Discover how the National Cancer Institute used ServiceNow to streamline IT operations.
Use ServiceNow to Track Non -IT Cases or Incidents
ServiceNow is typically used for IT -related matters, but agencies can use a similar solution to ServiceNow for any project that involves tracking incidents, cases, or events.
Let’s say you work for an agency where citizens regularly call for help. In that case, the citizen becomes the data point recorded by the solution. When did he call? What does he need? Who is he talking to? Does he need a follow-up appointment?
That data point can also be a patient’s medical record, or a court case, or a piece of law-any record you want to organize in a centralized way that needs to be securely accessed and managed by many people. . Anything that can be logged can be managed, and agencies are starting to see that benefit.
Each case, however, will be unique. If that main application is already done using tools such as spreadsheets or main database, migrating that task to a ServiceNow environment is relatively simple. A project that involves replacing existing ITSM tools will be more complex.
In fact, the greatest opportunity for agencies to benefit from an ITSM tool such as ServiceNow may come when they are dissatisfied with their current solutions. And again, when that tool is deployed to the IT team, the sky is the limit for the number of different applications it can use.
This article is part of FedTech‘s CapITal blog series. Please join the discussion on Twitter by using #FedIT hashtag.
