What is the ServiceNow Platform?

The response to this question has changed quite dramatically over recent years.

The core and essence of the technology has remained the same but the functionality and solutions on offer have expanded and improved.

If you’ve previously been curious about the ServiceNow offering, this article is intended to give you a snapshot perspective of what things look like in Q2 2019.Continuous Improvement of the ServiceNow platform with each releaseLet’s start with a statement from ServiceNow themselves –

“We make the world of work, work better for people”

This is an important message, as they’re not saying we make (Insert generic process) work better for people. That is because the Now Platform covers all the areas we expect to see in the general business landscape.

To make it easier, you can consider the main areas split as per the graphic below:ServiceNow Platform Solution OverviewThe term ‘platform’ is key. ServiceNow is a scalable cloud offering of applications and processes that share common architecture and data. This means that Businesses can utilise the out of the box modules available covering :

  • IT Service Management (ITSM)
  • Customer Service Management (CSM)
  • HR Service Delivery (HRSD)

and build their own custom applications to support business needs.

ITSM has been the staple of ServiceNow from the beginning. ServiceNow is the driving force in the ITSM sphere, taking the lead position in Gartner’s Magic Quadrant for the past 5 years!

The company founder Fred Luddy actually started with a much broader vision:Fred Luddy's Initial vision for ServiceNow and the Now PlatformWhen you know this, it comes as no surprise that with each new release of ServiceNow, the company expanded its offering for other areas of the organisation outside of IT.

In 2018 ServiceNow was marked as a leader in the Gartner Magic Quadrant for Enterprise:  High-Productivity Application Platform as a service, therefore cementing the company’s success as a platform player.

What does this mean for customers?

Customers can start their ServiceNow journey from many points. Regardless of where they first start, they have the ability to follow a flexible road-map to bring continued success within the organisation.

Using ServiceNow, an organisation can –

  1. Implement
  2. Extend
  3. Expand

This approach allows organisations to draw the greatest value from the investment they have made in the platform.The Customer Journey with ServiceNow Platform

Let’s review a selection of the main areas available in recent releases:

Service Portal 

An organisation can provide services and applications to users via a sleek, modern and intuitive self-service experience. The technology used in the Service Portal means that the look and feel are very impressive, similar to the platforms they will engage with outside of work.Examples of the Service Portal options in ServiceNowNative Mobile Apps 

Using ServiceNow means organisations are able to build native mobile apps, allowing users to consume products and services on any device. By taking advantage of Maps, Calendars, Lists, Forms, the applications provide a fantastic user experience. Offline mode enables users to even carry on working whenever they’re offline.

Flow Designer 

Create workflows, simply with natural language. The flow designer is ideal for process analysts and less technical members of an organisation to effectively produce useful workflows to drive processes. Technical members of the team can also develop reusable elements to be leveraged by colleagues in other departments.Flow Designer by ServiceNow ExampleIntegration Hub 

This integration solution offers a way for people to connect with other systems at certain steps of a process. As with the flow designer, certain elements can be easily leveraged by non-technical resources, while coding wizards are able to set up a complete range of integration possibilities.

Performance Analytics 

Take control of service delivery by gaining full visibility into the measures and metrics of the processes that drive them. Performance Analytics is perfect for looking to prioritise resources, improve resolution times and deliver even better self-service by discovering automation opportunities.

Agent Intelligence 

Support agent delivery services with supervised machine learning. Using Agent Intelligence you can efficiently assign and prioritise tickets and tasks with learnings taken directly from your own data.

Virtual Agent 

Take chat from conversation to resolution. Virtual Agent includes an automated conversational Agent to respond to users’ questions in real-time. Virtual Agent works as standard with Microsoft Teams, Slack and both Android and IoS operating systems.ServiceNow Platform Virtual Agent

The Virtual Agent incorporates a simple but powerful no-code drag and drop designer, great for building quick conversation examples. There are also many pre-built conversations OOTB for ITSM, CSM & HRSD.

Time to Value a key focus of ServiceNow

As alluded to a couple of times already, the Now Platform is configured to maximise the time to value for Businesses. The approach of No Code / Low Code / Pro Code, which allows a full range of people to deliver solutions on the platform means businesses are able to roll-out applications and solutions quickly to align to changing needs. The longer-term strategic growth plans can be managed with more complex solutions prepared with the assistance of professional ServiceNow partners.

Bringing all these items together helps us understand the Economic Impact of using ServiceNow. In 2017 the neutral advisory firm Forrester produced a report showing the ‘Total Economic Impact’ of the platform. One of the standout points was the 195% ROI for new customers, with a payback period of only 9 months! Some other figures included:

Total Economic Impact of ServiceNow Platform found from the Forrester Report

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