What is ServiceNow and How it Makes Your Work Life Easier

Our favourite topic to discuss is how to boost work efficiency by making full use of platform and how to employ hidden features. But for readers who haven’t used the tool before or aren't from a technical background, the fundamental question that needs an answer will undoubtedly be "What is ServiceNow".  

If that’s the case, don’t worry! Unifii is here to take you through the basics and hopefully, after this article, you can start assessing whether your business can use some help from the software or get professional consultation from an experienced partner like us. 

What is ServiceNow?  

ServiceNow is a aPaaS (Application-Platform-as-a-Service) platform that optimises processes and connects organisational silos with automated workflows. Through this unified, customisable platform, you can digitalise every functionality of your business to work faster and smarter.  

Founded in 2003, the company started as an IT service management system aiming to streamline the repetitive “ticket-raising” procedures by setting up an integrated platform that automatically moderates the processes. It then gradually grew from providing only ITSM-focused solutions, to supporting enterprises with assistance in areas including but not limited to ITOM (IT Operations Management), ITAM (IT Assets Management), CSM (Customer Service Management) and HRSD (Human Resources Service Delivery).

ServiceNow has been leading the ITSM market by a 51% share since 2019, and topped Gartner's magic quadrant in mid 2021 outpacing other industry players e.g. BMC, Ivanti and Atlassian. With its ability to cater for all sorts of business needs within one single construction, ServiceNow stands out among its competitors and is trusted by tens of thousands of companies worldwide.  

Why ServiceNow? 

• An all-in-one solution 

The ServiceNow ecosystem supports four key modules of workflows: IT, Employee, Customer and Creator. Different parts of your business can choose to employ a corresponding solution from the tool’s comprehensive offerings, such as the Human Resource team engaging staff members through an integrated portal provided in the HRSD module, or the Customer Service department creating a seamless experience for consumers with an automated system embedded in the CSM module.  

All these features serving different functions will be moderated under one architecture, ensuring clear visibility among teams and driving efficiency. The single data source also allows access to enterprise-wide metrics and assets from independent users, bringing people together no matter how big your team is.  

• Suitable for almost every sector 

ServiceNow is widely adopted by organisations across sectors. Its highly flexible customisation options and integration possibilities with 3rd party solutions are helpful for businesses to tailor their own platforms according to unique operational needs.  

Unifii has assisted clients from the finance, public sector, construction, telecommunications and retail industries to achieve great success through ServiceNow implementation. Read more about how they have benefited from the tool here.  

• Drives productivity 

Imagine saving all the time wasted on administrative duties like filing and tickets-assigning for more crucial work such as drawing in sales and revenue! These routine tasks can be streamlined and automated through ServiceNow’s AI-supported workflows, reducing costs of time and human effort. 

In addition to facilitating your work, the platform is also equipped with an analytics dashboard that can monitor and visualise data, giving you easily accessible insights for performance optimisation and business goal reviews. 

• Secure and compliant 

Privacy is of utmost importance to all organisations regardless of industry and size. ServiceNow understands the necessity, and therefore adopts first-tier security measures to provide comprehensive protection covering the core platform as well as custom applications. 

Why do you need an implementation partner? 

Now that you have an idea of what ServiceNow is, it’s time to align the technology with your business objectives and see if it is the right tool for you. If you’ve decided to give it a go, one approach of doing it is getting in touch with ServiceNow directly, for which you will have to determine every detail of the implementation on your own, from the number of users to the configuration of the platform.  

Or, contrarily, you can consult a professional ServiceNow partner like Unifii, who will immerse in your organisation and try to learn all your processes and pain points, so as to give you tailored and proactive advice. We will tell you what your business really needs from the diverse spectrum of ServiceNow solutions and lead you step-by-step through the implementation plan.  

If you are considering whether ServiceNow is the answer to your business challenges, or looking for guidance on implementation, contact our experienced consultants to book a free strategy session. We’ll leverage our expertise and envisage every possibility with you.