ServiceNow isn't just a tool. It’s also an ecosystem that can revolutionize how organizations operate. But too often, teams using this platform aren’t maximizing it. For those teams, a new Service Management as a Service (SMaaS) model is bringing people, processes and technology together.
In a recent webinar hosted by CDW, experts shared how SMaaS works and how it can streamline workflows, optimize IT operations and improve data governance.
RELATED: Learn more about CDW’s Service Management as a Service.
Three Core Principles of the SMaaS Model
Once a business understands these core principles, teams can experiment with ServiceNow as a Service, CDW’s SMaaS solution for ServiceNow, to fully explore its benefits and use cases:
1. Track Stages of Adoption With Roadmaps
These plans outline critical milestones so decision-makers can leverage select platform capabilities as the business grows. Often, successful adoption hinges on how much employees embrace the platform. “The ServiceNow program lasts anywhere from four to six weeks,” Jackson says. “From roadmapping to developing a data governance framework, we’re giving directions on how to transform the platform for many years to come.”
2. Consider Risk Mitigation and Unexpected Costs
Whenever a business invests in a broad platform of solutions that spans IT service management, customer service and employee workflows, leaders must consider the total cost of ownership and any unexpected issues that can arise during implementation. SMaaS has built-in risk management strategies and sets clear cost expectations. “It’s configured to your organization, but most important, it focuses on driving the maximum amount of value for your spend,” says Kevin Griggs, senior manager of intelligent platforms and managed services at CDW.
3. Prepare for Digital Transformation
ServiceNow can address operational inefficiencies, Jackson says, and it also has the power to automate workflows and digitally transform a business. First, however, teams need to unify the platform’s functions, whether that means drawing from data sets or integrating with existing software.
Establishing a Strong Governance Framework
Preparation also means building a strong governance framework. Putting this set of policies and parameters in place makes it easier for all employees to follow. These regulations also ensure that teams are consistent in how they use, store and recall the company’s data.
With “governance and oversight in place,” businesses can grow confidently, knowing they have a solid foundation, Jackson says.
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Use Cases for ServiceNow as a Service
Once a business understands these core principles, teams can experiment with ServiceNow as a Service to fully explore its benefits and use cases:
Enhancing IT Operations: Organizations struggling with fragmented IT systems can use ServiceNow to consolidate tools and improve operational efficiency. “It’s giving teams that one pane of glass where our service people can increase the efficiency of getting things done," says Alan Kok, a product owner specializing in SMaaS at CDW. The SMaaS model has also helped companies reduce downtime and resolve incidents more quickly through scans that proactively code threats by colors (red, orange and yellow).
LEARN MORE: CDW and ServiceNow’s solutions and services can help your business.
Driving Compliance and Risk Management: SMaaS can “review regulatory compliance and make sure that the security is up to standard,” Jackson says. ServiceNow’s capabilities also allow teams to track audits and manage risk with evolving regulations, Griggs says.
Boosting Value With Native AI: With native artificial intelligence (AI) capabilities included, SMaaS can streamline workflows, automate routine tasks and drive measurable value. This can supercharge “your IT workflow data, your customer workflow data, your human resources data or your security data,” Griggs says.
Optimizing Resource Allocation: Businesses can make data-driven decisions about resource allocation by integrating ServiceNow with asset management tools and identifying underused resources.
A Smart Way To Scale Your Business
Ultimately, CDW’s ServiceNow as a Service model stands out for its application consolidation, cloud spend optimization and native AI integration. It includes expert support, predictable costs and clear implementation timelines.
“This is an exciting offering because it gives an option for clients who perhaps didn't necessarily have the budget to implement ServiceNow services,” Griggs says.
