ServiceNow is a cloud-based platform that provides software as a service (SaaS) support for technical management. You can use ServiceNow to raise requests, incidents, and changes for issues and services. You can also set the level of incidents based on priority and access.
ServiceNow was founded in 2004 around a tool for Information Technology Service Management (ITSM). ITSM still makes a major part of its revenue, but now ServiceNow offers many more services. In addition to ITSM, it’s now an integrated cloud solution that correlates all services and resources in a single record system. It has grown into 4 major services- ITSM, Security, HR Service Delivery, and operations.
How Does ServiceNow Work?
ServiceNow offers its clients the ability to achieve their issues management goals through unique instances for data isolation. You can list out information either for your team, your client, or your vendors. When the appropriate operator sees the ticket, a technician can be sent to diagnose and repair issues. This technique decreases dependency on spreadsheets and emails and provides autonomy to your team. This architecture also gives your IT leaders greater visibility into data and assets while reducing operational risks and downtime.
Through ServiceNow, you can create service models based on your SaaS requirements. These service models have all different product integrations (tasks, activities, and processes) that your business requires. You can customize the models according to your needs and confidentiality guidelines. Service models provide operational tracking and on-demand IT Service Management along with time analysis for tracking and monitoring.
ServiceNow Applications in the Tech Industry
Process Automation
The tech industry is rapidly changing. Tech companies must follow agile techniques to innovate their processes while managing their resources and services. ServiceNow helps tech companies automate business processes and have an end-to-end look at their tasks – allowing them to better visualize and manage enterprise workflows. This lets your team focus on innovation without worrying about repetitive tasks.
Machine Learning
ServiceNow’s Intelligent Automation engine uses machine learning for leveraging company data for business decisions. Through this, you can prioritize and route tasks across businesses and use the gathered information for improving overall performance. The engine can also identify and predict problems that can cause extensive damage to your company, such as service outages. You can then develop contingencies to avoid its potential consequences.
HR Services
Through ServiceNow, you can create a better onboarding experience for employees and manage them on a case-to-case basis. Automated tasks, checklists, and services can guide employees without the need for manual intervention. It improves employee performance visibility. In addition, you can use ServiceNow for offboarding and granting leave requests.
IT Security
Through ServiceNow, you can identify potential security issues and alert your IT department. Through Security circles, you can quickly gather information from trusted sources and share it to rapidly accelerate the resolution process. This way, you get to adopt a collaborative approach to incidents without physically informing people.
Advantages of Using ServiceNow
ServiceNow can define structures and automate workflow for the enterprise cloud. It streamlines service delivery and replaces manual intervention. Here are a few advantages of using ServiceNow for your company.
Simple
Through ServiceNow, you can perform light-speed transactions and solve business issues without wasting time and resources. The time to configure a service is low, and you can easily get the system up and running with minimal effort.
It means that you can immediately start tracking assets and working on change requests without worrying about setting variables and defaults into the platform.
Speed
ServiceNow helps businesses operate faster by combining automation and process optimization. By using services to run activities and tasks, you can build rules to navigate your processes without working on the platform itself. The architecture is open, and you can use it on different systems. This saves a considerable amount of time when starting a new project.
Powerful Platform
The ServiceNow platform is very powerful. You can define and deliver services, analyze incidents, and provide a service experience to your customers through it. ServiceNow’s workflow gives you access to resources along with the tools to secure systems and data. This improves the overall work performance and department efficiency.
Accessible
Being a cloud-based platform, ServiceNow is very accessible. You don’t need to use a single computer to access the platform. You also don’t need to be dependent on a single database for your transactions.
It can be accessed over different networks, and you can scale it as per customer requirements. And since it is a SaaS product, you can always customize it according to your business needs.
Modules of ServiceNow
Some of the most widely used ServiceNow products are:
IT Service Management
Tech Companies mainly use this product for smoothing out their ITIL practices. Through this, you can manage tickets, incidents, and changes. It also has analytics and insights that analysts can use to predict future issues and improve the overall company experience.
Through ServiceNow, you can access different ITSM tools through a single system of action. You can also use AI-assisted recommendations to improve incident tracking and assignment. What’s more, you can proactively deliver high-quality service at scale by gaining knowledge through built-in dashboards and real-time analytics.
Security Operations
Through ServiceNow’s Security Operations Tool, you can import data into a response engine that uses automation and AI to prioritize threats based on their potential impact.
With ServiceNow Security Operations, you can identify and remedy vulnerabilities in your Now Platform. You can also secure data, organization assets, and software. Using this tool, vulnerability managers can automate their security software and work on Indicators of Compromise (IOC).
IT Asset management
With ServiceNow, you can manage your hardware and software assets to optimize costs and increase efficiency. ServiceNow has many ITAM features, such as license management, warranty management, and advanced reports and insights.
Through ServiceNow, you can scan assets and move them to different locations depending on your needs. You can also integrate ITAM with ITSM and optimize features such as software licenses and hardware tracking and managing cloud resources.
Finance operation management
ServiceNow can manage all the activities for your company’s financial processes. It uses key applications and task orchestration to make your finance tasks easier.
Using close finance automation, finance teams can streamline their operations, reduce risks from inefficiencies, monitor progress, and meet deadlines. You can manage task assignments across all functions. You can also use the platform for tracking employee salary and expenditures.
ServiceNow Alternatives
BMC Helix (formerly Remedy)
An enterprise ITSM solution by BMC Software with modules for incident, problem, change, release, and service level management. Offers both cloud and on-premise deployment.
Positives:
- Robust functionality for incident, problem, change, release management
- Integration with DevOps tools
- Flexible deployment options (cloud or on-premise)
Negatives:
- Can be complex and time consuming to customize
- Higher learning curve than other options
Jira Service Management
An ITSM tool by Atlassian integrated with Jira for managing requests, incidents, problems, changes, and more. Focuses on DevOps collaboration.
Positives:
- Deep integration with other Atlassian products
- Optimized for Agile and DevOps workflows
- User-friendly interface
Negatives:
- More limited ITSM capabilities compared to enterprise tools
- Can become costly as more features and integrations are added
Zendesk
Zendesk is a customer service and engagement platform with ITSM capabilities like incident tracking and SLA management. Emphasizes user experience.
Positives:
- Excellent end-user experience and self-service
- Simple and intuitive interface
- Affordable pricing plans
Negatives:
- Lacks advanced ITSM capabilities like automated workflows
- Primarily focused on customer service vs. enterprise ITSM
Freshservice
A cloud-based ITSM and service desk solution by Freshworks. Key features include asset management, release management, and ITIL workflow automation.
Positives:
- Easy to set up and user friendly
- Visual workflow designer for automation
- Affordable pricing tiers
Negatives:
- Less flexibility in customization compared to other ITSM tools
- Reporting and analytics capabilities lag behind competitors
SysAid
SysAid is an ITSM platform with modules for help desk, asset management, and self-service. Focuses on security, customization, and automation.
Positives:
- Robust functionality out of the box
- Highly customizable and scalable
- Strong security and compliance features
Negatives:
- Can be complex for small/medium businesses
- Limited third party integrations
Cherwell
An ITSM and ITOM solution with visual, codeless configuration for flexible customization. Cherwell offers automation and orchestration.
Positives:
- Flexible configuration through visual “codeless” editing
- Robust automation and orchestration features
- Strong incident, problem, change, and release management
Negatives:
- Can be complex for smaller organizations
- Reporting and analytics capabilities lag behind some competitors
ManageEngine ServiceDesk Plus
An ITSM tool by Zoho Corporation with integrated asset management and ITIL-aligned processes.
Positives:
- Easy to set up and user-friendly interface
- Integrated asset management capabilities
- Affordable pricing tiers
Negatives:
- Less flexibility and customization compared to enterprise ITSM tools
- Third-party integrations are limited
Ivanti Service Manager
Ivanti Service Manager is an ITSM and IT Asset Management solution focused on security, automation, and configuration management.
Positives:
- Strong IT asset management and discovery capabilities
- Security and compliance-focused
- Automation and configuration management
Negatives:
- Software and interfaces can feel outdated
- Not as user-friendly as other solutions
SolarWinds Service Desk
A cloud-based ITSM platform with built-in asset tracking, monitoring, and risk intelligence.
Positives:
- Affordable pricing for growing SMBs
- Built-in monitoring and risk assessment
- Easy cloud deployment
Negatives:
- Less robust functionality than enterprise ITSM tools
- Limited flexibility for workflows and customization
ConnectWise Manage
A business management platform for technology teams, including IT service delivery and ticketing.
Positives:
- Designed specifically for technology teams
- End to end workflow automation
- Third party integrations and open API
Negatives:
- Steep learning curve
- Can be too robust for smaller organizations
TOPdesk
Modular ITSM software for enterprise service management across IT, HR, facilities, and more.
Positives:
- Enterprise scale service management
- Modular design to meet specific needs
- Flexible and user friendly interface
Negatives:
- Setup and configuration can be complex
- Reporting and data analytics capabilities lagging
Kayako
A cloud-based customer service platform focused on multi-channel support and collaboration.
Positives:
- Intuitive user interface for agents and customers
- Omnichannel support across email, chat, social media, etc.
- Customer self-service and knowledge base capabilities
Negatives:
- Lacks advanced ITSM features beyond customer service
- Integration with IT tools is limited
- Can be pricey for extensive feature set
