Improve Customer Service & Increase Automation across the Enterprise

In partnership with ServiceNow, our recent ITSM event was a rare opportunity for attendees to see first hand how ITSM is evolving and what the upcoming ServiceNow releases have in store for the user.

As well as looking at the future of ITSM, the expert-led sessions focused on optimizing performance and accelerating implementation of the ServiceNow platform. We were also joined by Multiplex who delivered an indepth review of their own ServiceNow journey, exploring the biggest challenges and the lessons learnt during their Helsinki integration.

Our host and Director of Unifii, Stephen Mamelok, opened the floor with an introduction to Unifii and the professional and managed services we offer. Touching on technology innovation, Stephen’s opening words led nicely into the first session of the day, ‘The Future of ITSM’ – a session delivered by ServiceNow’s Damien Davis, ITSM Product Management.

The future of ITSM

Damien provided an insight into the ServiceNow ITSM roadmap over the next 18 months. Focusing on the importance of delivering a consumer-led experience for the enterprise, Damien addressed the expectations of the modern worker, looking at how we engage with consumer platforms such as Amazon and Netflix – both providing examples of consumer driven service catalogues and advanced machine learning.

Throughout 2017 ServiceNow acquired a series of companies to assist with the introduction of a ‘consumer-led experience’ into the service management space. These included DX Continuum, Qlue, Telepathy and Skygiraffe – each bringing expertise in either machine learning, virtual agents, digital design and native mobile capability. By bolstering their internal expertise, Damien explained that ServiceNow are focused on developing three key areas:

  • User experience
  • Service intelligence
  • Service experiences

While Damien touched on other exciting developments and news in the ServiceNow space, you’ll need to follow them at Knowledge18 to get the full scoop.

Performance analytics with ITSM

Following on from Damien was James Walters, Solutions Consultant from ServiceNow, delivering a talk on Performance Analytics with ITSM. Opening his session with a quote from the Scottish poet Andrew Lang:

“He uses [data] in the same way a drunkard uses lamp posts… for support rather than illumination.”

James identified that while most customers have implemented performance analytics in their ServiceNow platform, many were underutilising it’s capabilites – with some not using it at all.

Since more analytic solutions for business users are becoming embedded in other core applications (up to 90% over the next 5 years according to a Nucleus Research study), leveraging analytics will soon become an integral part of IT operations.

As explained by James, this will not only create greater visibility, it will deliver real-time insights and provide actionable observations for ServiceNow users. As a result, you’ll be able to:

  • Prioritise resources
  • Improve resolution times
  • Deliver automation and self-service
  • Drive toward continuous service improvement
  • Align services with overall business goals

Unifii accelerated ServiceNow implementation

Following an impressive lunch spread, Myles Molloy, Head of Consulting at Unifii, kicked off the afternoon’s session: ‘Accelerated Implementation’. Drawing on previous client work, Myles described how Unifii helped a client replatform two legacy ITSM platforms onto a single ServiceNow platform.

Myles explained leveraging strong data management principles, senior business support and adoption of scrum and sprints as reasons of the success of the project – since they allowed for early visibility of progress, quick delivery and a collaborative partnership. Overall, the benefits included a successful implementation that enabled and drove business process effiencies, and offered an improved service to distinguish their offering in the market, within 10 weeks from inital kick-off meeting.

Multiplex journey: ‘A good time to reset’

This session was followed by Scott Bailey, who took us through the ServiceNow customer journey of Multiplex where he is Global IT Service Manager. Scott went into detail about how he managed the ServiceNow implementation, placing emphasis on the challenges he faced and the lessons learnt.

Key takeaways include:

  • Work with your partners and invest in the relationship
  • Don’t rush an investment decision
  • Use an RFP Process – competiton is a good thing!
  • NowForum’s and networking events are valuable​
  • Regardless of the Partner investment, a significant level of effort is required on Business Change and internal Administration, Ownership and Sponsorship
  • User Master Data – it drives everything​
  • Ensure Business Sponsorship & Operational requirements match the solution target outcome​
  • Keep it simple

ITSM & ITOM, better together

Last to the floor was Mark Revill, Advisory Solution Consultant for ServiceNow. Mark covered the fundamental reasons why ITSM and ITOM are better together. Starting with the CIO top priorities, Digital Transformation, Machine Learning and Cloud Adoption were noted as the key drivers for change – with the following challenges providing the biggest obstacles to delivering Services that enable these changes across IT:

  • Operating in silos
  • Erratic service availability
  • Poor user experience

Mark went on to note the strategic advantage of connecting Service with Infrastructure, looking at added automation and intelligence as well as delivering greater visibility and agility in IT operations.

By aligining ServiceNow ITSM and ITOM, Mark identified the business benefits to be a decrease in outages, time savings in priority response, an increase in efficieny gains and considerable annual savings. This was supported by a demo focusing on the automated and integrated approach to managing outages using the ServiceNow ITSM & ITOM solutions.

Get in touch

Although there was a lot to cover over the day, the roundtable format encouraged attendees to be involved from the go, asking company-specific questions and being involved in live-demonstrations of ServiceNow features still in their beta-stages.

If you missed our London event, be sure to keep an eye on our website, where we’ll release details of future events.

If you’ve liked what you’ve read here, get in touch with one of the Unifii team to discuss how we can help you

The Unifii TeamImprove Customer Service & Increase Automation across the Enterprise