May 25 2022

How ServiceNow Tools Can Drive Digital Transformation in Your Organization

The ServiceNow platform can be an engine for modernization if IT leaders and their teams take advantage of all it has to offer.

Digital transformation has become an essential objective for businesses across industries. Customers demand the level of service that digital transformation enables, and as companies race to meet this demand, those that fall behind will find themselves at a competitive disadvantage.

A recent survey from PwC noted that 60 percent of CIOs say their companies are investing significantly in digital transformation. CIOs play a leading role, PwC notes, but other executives, including CEOs, also are shaping digital transformation strategies. In fact, 60 percent of business executives consider digital transformation initiatives very important to their businesses in 2022.

“CEOs know they must accelerate the adoption of digital business and are seeking more direct digital routes to connect with their customers,” said David Groombridge, a vice president and analyst with Gartner, in a 2022 report. “But with an eye on future economic risks, they also want to be efficient and protect margins and cash flow.”

To spur digital transformation, businesses are turning to tools from ServiceNow, not just for functions such as IT service management but also for a service-oriented IT model that enables an IT team to advance its company’s digital strategy and business. ServiceNow’s platform can serve as a modern operational backbone for companies seeking to transform how they conduct business digitally.

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ServiceNow Tools Enable Digital Transformation

Dale Landowski, an ITSM product manager for ServiceNow solutions at CDW, notes that organizations need standard processes, and shared data, applications and technologies to thrive in this environment. Companies must avoid having multiple applications that perform the same function, he notes.

Sharing data is essential to transformation, Landowski says, and ServiceNow enables that for companies through a shared data repository.

“That really provides the insight and the ability to modernize and provide a true modern backbone,” he says.

As customers’ experiences with companies have grown more digital and personal during the pandemic, their expectations for how they should interact with businesses have changed. IT teams need to become strategic partners with lines of business as they seek to meet customer demands for digital interaction.

DIVE DEEPER: Explore how ServiceNow can help transform your organization’s operations.
To focus on that kind of work, companies can use ServiceNow to simplify and optimize IT operations by merging core operational functions into a single platform. The platform not only standardizes processes but also makes it possible to share data to leverage shared applications.

This empowers IT teams to work in a service-oriented fashion, operating not as a cost center but as an integral element in the delivery of modern, mobile-friendly services that customers can access whenever they need to. ServiceNow tools allow IT teams to function more like a business than a technology provider, able to forecast demand and focus on the delivery of core services.

“If you’re not thinking about services and products, and you’re not talking about services and products, and you’re not able to articulate what services and products you’re supporting in IT, you’re not going to be able to have conversations about digital transformation, because that’s where the transformation is taking place,” Landowski says.

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