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ServiceNow

Connect every request and response 
across the company on one platform.

ServiceNow is an enterprise workflow platform that started with IT service management (ITSM) and now brings business processes across the company, including HR, procurement and customer service, together on one platform. No-code workflow building with Flow Designer standardizes and visualizes processes across departments.

What you can do with ServiceNow

  • Flow Designer (no-code workflows)

    Build business flows, including approvals, task assignment and notifications, visually without code, so teams can set up their own workflows.

  • Now Platform (one place for requests and responses)

    Brings request desks scattered across IT, HR, procurement, customer service and other departments onto one platform.

  • Virtual Agent (AI chatbot)

    An AI chatbot handles common questions first and hands only the cases that need a person over to staff.

  • Process Automation Designer

    Design and manage even complex approval flows involving several departments and conditions visually, with branches and exception handling built in flexibly.

  • Performance Analytics

    Process KPIs such as SLAs, volumes and response times are shown on dashboards, helping you find and fix bottlenecks across the company.

  • Standard apps by function (ITSM/HRSD/CSM)

    Standard apps for IT operations, HR services and customer service get you running faster than building from scratch.

Issues

Even as you automate business processes, do these challenges remain?

Only IT uses the workflow platform, while other departments run their own patchwork of tools

HR, procurement and customer service work in their own Excel files and email, so the platform isn’t shared company-wide.

Each department has its own request desk, and users don’t know where to go

It’s unclear where to send which request, and handling inquiries takes extra time.

Each department measures approval and response SLAs differently, making company-wide improvement hard

With every department managing things its own way, no one can see where the bottlenecks are.

ServiceNow solves all of these at once.

Benefits

Bring company-wide workflows onto one platform, with ITSO.

01

Certified ServiceNow partner

ITSO officially provides ServiceNow implementation, development and adoption support, making full use of the Now Platform’s latest features.

02

Process design across the Now Platform

Beyond IT operations, we design company-wide use of the platform that takes in HR, procurement and customer service.

03

Experience beyond IT

We have rolled ServiceNow out to processes beyond IT, including HR, procurement and customer service.

04

No-code development with Flow Designer

We help build no-code workflows that frontline staff can easily change, supporting in-house development and lighter maintenance.

05

SLA and KPI design with Analytics

We support KPI design with Performance Analytics and build a cycle of process improvement across the company.

06

Maintenance and expansion after rollout

Ongoing remote support for workflow changes, rollout to new departments and added system integrations.

Flow

Three steps to go-live, in as little as two months.

  1. 1

    Consultation and requirements

    2–4 weeks

    We organize the target work, departments and request flows, define what to build on the Now Platform, and check integration requirements with existing systems.

  2. 2

    Workflow and app development

    3–6 weeks

    We build workflows from the requirements with Flow Designer and Process Automation Designer, with reviews and feedback along the way.

  3. 3

    Testing, rollout and adoption

    1–4 weeks

    After rollout to the target departments, we go live, then follow usage with Performance Analytics while continuing to support rollout to other departments.

Scene

ServiceNow is at work across a wide range of departments and tasks.

  • IT department

    Incident management rebuilt as a company-wide portal

    Case management once confined to IT was opened up as a self-service portal for all employees, easing the load of handling inquiries.

  • HR

    Self-service onboarding that saves HR effort

    New-hire procedures were gathered into a portal on the Now Platform, greatly reducing individual questions to HR staff.

  • Customer service

    Inquiries managed in one place across channels

    Inquiries across email, chat and phone are managed in one place on the Now Platform, and first-line handling by Virtual Agent eased the load on staff.

Contact us

FAQ

  • It first spread as an IT service management (ITSM) tool, but today standard Now Platform apps such as HR Service Delivery and Customer Service Management are used across HR, customer service and many other departments. There are plenty of deployments outside IT.

  • A single workflow takes 2–4 weeks, and a standard implementation across several departments takes about 2–3 months. We propose a separate roadmap depending on how many departments are involved.

  • Yes. We migrate incidents, tickets and other data from your current tool, supporting you from migration planning to designing a parallel-run period while keeping switchover risk low.

  • With many standard connectors and REST APIs, it connects to core systems, SaaS, RPA tools and more. We propose a setup that makes the most of your current IT environment.

  • Licensing depends on the applications you use (ITSM, HRSD, CSM and others) and the number of users. We propose the best setup for your scope and scale.

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