Modernize IT with ServiceNow

By: Brian Gilliland, Senior Technology Manager

IDC’s report Delivering Enterprise Value with Service Management finds that ServiceNow customers see an average Return on Investment (ROI) of 449% and break even on their investments in just 7.4 months. Is your IT department saddled with decreasing budgets and resources alongside increasing demand for services? What if you could reallocate those resources to business-enabling strategic projects instead of day-to-day manual tasks?

With ServiceNow’s suite of cloud-based service management solutions, IT departments are contributing to increased productivity across the enterprise. According to IDC, user familiarity with and demand for mobile and self-service technologies makes the transition to automated platforms like ServiceNow a user-friendly way to engage and empower users.

For IT departments, SaaS automation means infrastructure savings (repurposing equipment and doing more with less), as well as less unplanned downtime and quicker incident resolution. ServiceNow takes the complexity out of managing hybrid IT environments and combats the cultural conditions that lead to the proliferation of shadow IT.

ServiceNow offers a full range of automation solutions, but it is often through IT that the platform enters a business’s operations. Instituting the following feature sets is an effective way to introduce ServiceNow to the business and gain C-suite buy-in for enterprise-wide adoption: IT Service Management (ITSM), IT Operations Management (ITOM), and Security Operations (SecOps).

IT Service Management (ITSM)

ServiceNow’s ITSM feature set helps IT understand the problems they’re having and where the problems are coming from. Through helpdesk and ticketing, incident management, and problem/change management, ServiceNow automates workflows and helps IT departments develop policies, processes, and procedures used to organize, plan, design, deliver, and operate IT.

ServiceNow’s ITSM provides a platform and tool to implement service management that is customizable and based on IT Infrastructure Library (ITIL) best practices. Cloud-based, ServiceNow solutions are integrated—imagine IT all under one roof—and offer a single system of record for the enterprise.

IT Operations Management (ITOM)

ServiceNow’s ITOM feature set focuses on the back end, providing the tools needed to manage and provision the IT environment, including discovery, service mapping, event management, cloud management, and orchestration. With the ITOM module, you can transform IT into a proactive business partner.

With automated workflows, you can decrease the potential for human error and deliver predictable levels of high-quality service. And, with orchestration, you can create processes that span management areas, such as infrastructure, applications, databases, and hardware. Once the service-oriented ITSM feature alerts on problems, the ITOM feature enables changes across the network.

Security Operations (SecOps)

With ServiceNow’s SecOps feature set, you can assess threats to the environment and manage responses to those threats. SecOps automates workflows around security risks and events. It fully integrates with third-party solutions, enabling a single-pane-of-glass view of your entire security operation. ServiceNow SecOps provides a look at the whole picture so you can pinpoint where the threats are coming from and better focus resources.

With SecOps, you can create automated responses to common security incidents that result in turning off ports, taking computers off the network, etc. With automated workflows and notifications, you can streamline your approach to security and respond more quickly and effectively. This increased agility means less downtime, and that means cost savings across the board.

Customer Story

Accudata recently implemented ServiceNow for a large retail organization. Its legacy helpdesk and ticketing system was unreliable and breaking down. The data was there but extremely slow. Also, the company had recently acquired other companies, and plans to continue doing so, but they couldn’t migrate the acquisitions to the old system. They needed a more reliable IT system that could cater to and scale to their needs.

As an initial step in a phased approach to implementation, the company first transitioned to ServiceNow’s ITSM feature set. Accudata implemented problem and incident handling, change and knowledge management, service catalog, and a customer portal. Long term, the organization plans to bring over other companies to the platform, as well as Human Resources and creative groups.

Accudata led the design, planning, and implementation of this solution and can do the same for your organization. For more information, please contact your Accudata Account Manager or visit