At ServiceNow we’re using
the Now Platform ® to automate and accelerate every
corner of the enterprise. That’s what Now on Now is all
about—sharing stories about journey of transformation along the
three key dimensions that are top-of-mind for CIOs. First,
Business Velocity goes beyond simple automation of
routine tasks and even cloud-based operations, to where machines
completely manage the processes. Second, Actionable
Intelligence evolves from static dashboards and
backward-looking analytics, to real-time predictive analytics
generated by self-learning machine-based intelligence. Finally, the
Customer Experience is transformed from online
portals and generic mobile capabilities, to a self-service
environment where the platform proactively executes work based on
individual actions and needs.
I’d like to highlight
our first Now on Now example in
IT Service Management . Tomer Mekhty, Vice President of
Global IT Operations, says the company has saved $1.6 million per
year in operating costs by automating over 50 processes and 200
tasks and provided a better experience for our employees. Here are
just a handful of process examples:
- Major
Incident Management – The system now identifies the
right response team and automatically triggers communication,
shortening incident resolution time by 60% and reducing SLA
breaches by 58%.
- Change Approvals –
Risk assessment-based change approval ensures faster and more
accurate change review.
- Access Provisioning
– Automating access management using self-service and
orchestrated provisioning reduces manual effort and increases
control.
- Incident Catalog by Service
– Users can select from a drop-down list of common incidents,
rather than manually filling in every field.
The
benefits of automating ITSM go far beyond the cost savings (see
sidebar). Here are some other key wins:
-
Increased Velocity – As noted above, the time to
resolve major IT incidents (e.g., system and network outages) has
been cut by 60%. Fixing major IT issues faster sends positive
ripples throughout the whole company, particularly in areas like
Finance and Sales that depend on real-time data and system
availability.
- Better Visibility and Insight
– IT service reviews used to be PowerPoint-based, which
was very time-consuming and inefficient. Now reviews are fully
automated using ServiceNow Performance Analytics dashboards. And
the information that’s displayed on the dashboards is role-based,
so every reviewer sees the exact level of detail that’s relevant
to their job—no more, no less.