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.
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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.