More than a platform, ServiceNow is an entire ecosystem for the efficient streamlining of digital workflows across the enterprise. While many of its users know it best through its core IT Service Management (ITSM) capabilities, it offers a far more diverse array of modules extending its power way beyond traditional IT support. This blog post takes a deeper look into 9 feature-rich ServiceNow software modules and discovers how they transform different aspects of your organization from IT operations and asset management through human resources to security.
9 Powerful ServiceNow Software Modules You Should Know:
1. IT Service Management (ITSM): Smooth IT Support Delivery
Description:
The main reason many organizations implement ServiceNow is based on ITSM, which centralizes all processes for handling incidents, problems, changes, service requests, and knowledge. IT processes get streamlined, making service delivery better while end-users appreciate it better.
Key Features:
Incident Management, Problem Management, Change Management, Service Request Management, Knowledge Management, Service Level Management, Service Catalog, Self-Service Portal, Automated Workflow Engine.
Use Case:
An organization uses ServiceNow ITSM to manage IT support for its global workforce. Employees can submit service requests through a self-service portal, track request status, and access knowledge articles.
Example:
When an employee’s laptop breaks down, they raise a ticket through the portal, specifying details. The system directs the ticket to the relevant IT team, which diagnose and resolve the issue promptly. The integrated Knowledge Management system provides real-time solutions for frequent issues, which reduces resolution time.
2. IT Asset Management (ITAM): Managing the Asset Lifecycle
Description:
ServiceNow ITAM provides a centralized system for managing IT assets (hardware, software, cloud) throughout their lifecycle, from procurement to retirement. It enables informed decisions about asset allocation, reduces expenses, and ensures license compliance. ITAM joins financial, inventory, contractual, and risk management to manage the lifecycle of assets and strategic decisions6.
Key Features:
Asset Lifecycle Management, SAM, HAM, Cloud Asset Management, License Compliance Tracking, Contract Management, Vendor Management, Asset Discovery and Tracking, Inventory Management.
Use Case:
An organization uses ServiceNow ITAM to track computers, servers, and software licenses, ensuring compliance and optimizing asset utilization.
Example:
ServiceNow automates software license management, ensuring adequate licenses and compliance with vendor agreements. ITAM can also automate the creation and tracking of ordered assets, complete with data about the asset model, user request, order, and cost.
ServiceNow ITAM allows you to create smarter service catalogs by creating smart workflows that can completely transform what can be done with a service request1. After the approval of a software request, the workflow can check available licenses and then automatically create an entitlement record under that license to record the approval.
3. IT Operations Management (ITOM): Proactive IT Management
ServiceNow ITOM helps the organizations in discovering, monitoring, and managing their IT infrastructure, such as servers, networks, and applications. It includes proactive problem resolution, reducing downtime, and optimizing the utilization of IT resources. It therefore allows teams to efficiency and innovation through creation of records between deployments and the other data centers.
Key Features:
Service Mapping, Event Management, Discovery and Service Graph, Cloud Management, Orchestration, Operational Intelligence, Predictive AIOps, Application Service Management.
Use Case:
A financial institution uses ServiceNow ITOM to monitor critical banking application performance, detecting anomalies and alerting IT staff.
Example:
When a critical server consumes much CPU, ITOM detects the anomaly and alerts the IT operations team. The team investigates and takes corrective action, for instance, restarting the server or allocating more resources. ITOM shows issues and root causes of problems so that everything can be quickly detected and resolved.
4. IT Business Management (ITBM): Synchronizing IT with Business Objectives
ServiceNow ITBM lets organizations track, manage, and oversee various investments in IT which aligns these investments with top business priorities so that the investment maximizes business value. ITBM ensures transparency of processes, people, and projects as well as creates an increase in business value.
Key features:
Project portfolio management, Resource management, Agile development, financial planning and budgeting, Time tracking, idea and innovation management, Road map planning, risk management, Benefit realization tracking, Demand management.
Use Case:
The ITBM at ServiceNow, for instance, helps a manufacturing company manage all its IT project portfolios, gives a centralized overview of the projects’ status against objectives, and aligns accordingly.
Example:
ServiceNow ITBM can actually help you choose projects based on their potential for ROI and to align with your strategic goals. This module enables you to not only meet your organizational goals but also to easily adapt to changing industry shifts.
5. HR Service Delivery (HRSD): Reimagining the Employee Experience
Description:
ServiceNow HRSD streamlines HR processes, automates HR tasks, and improves the employee experience. It offers a self-service portal for employees to access HR information, submit requests, and track their progress.
Key Features:
Case Management, Knowledge Base, Employee Self-Service Portal, Automation of HR Processes, Onboarding/Offboarding, Performance Management.
Use Case:
A company utilizes ServiceNow HRSD for employee onboarding, benefits enrollment, and performance reviews.
Example:
New employees will use the ServiceNow portal to complete their onboarding tasks such as paperwork, benefits enrollment, and mandatory training. The system tracks the progress and sends a notification to HR.
6. Configuration Management Database (CMDB): Single Source of Truth
Description:
The CMDB is the central repository that stores information related to all the IT components such as hardware, software, services, and the relationship between them. This enhances better decision-making, incident resolution, and change management.
Key Features:
Discover IT assets, relationship mapping, impact analysis, and configuration tracking.
Use Case:
An organization uses CMDB to understand how a server outage would impact the critical business services.
Example:
The CMDB reflects that one server runs multiple critical applications. Once the server crashes, the applications affected by that event can easily be identified and corresponding activities in recovery prioritized.
7. Security Operations (SecOps): Guarding the Enterprise
Description:
ServiceNow SecOps leads an organization to respond to security incidents, vulnerabilities, and threats in a far better manner than when handled in-house. It automates security tasks, prioritizes security incidents, and responds effectively to cyberattacks.
Key Features:
Security Incident Response, Vulnerability Response, Threat Intelligence, Configuration Compliance.
Use Case:
An organization utilizes ServiceNow SecOps to track and manage phishing attacks, malware infections, and data breaches.
Example:
When a phishing email is discovered, ServiceNow automatically alerts the security team to initiate an investigation and quarantines affected systems [Compiled from above text].
8. DevOps: Accelerating Software Delivery
Description:
ServiceNow DevOps automates and streamlines the software development lifecycle from planning to deployment. It makes it easier for the development and operations teams to collaborate, allowing for faster and more reliable software releases.
Key Features:
Agile Development, Release Management, Automated Testing, Continuous Integration/Continuous Delivery (CI/CD) Pipelines.
Use Case:
A software company uses ServiceNow DevOps to automate the deployment of new software releases to production.
Example:
When a developer commits code changes, ServiceNow automatically runs a set of tests. In case the tests are successful, then the changes will be automatically deployed to a staging environment for further testing. When the changes are approved, then they will automatically be deployed to production.
9. Governance, Risk, and Compliance (GRC): Compliance with Regulatory Requirements
Description:
ServiceNow GRC lays a framework for managing risks, ensuring compliance against regulations, and improving governance. It enables any organization to establish an ongoing, comprehensive process for managing and reporting on enterprise and organizational-wide risk and compliance activities across departments.
Key Features:
Risk Management, Compliance Management, Audit Management, Policy Management
Use Case:
A financial institution employs ServiceNow GRC to ensure regulatory compliance, identify risks, and monitor audit results.
Example:
For GDPR, ServiceNow assists with the automation of data privacy assessments, consent management, and tracking of data breaches, which helps in the observance of regulatory compliance.
Conclusion: Enhance Your Business with ServiceNow
These nine modules are only a small portion of what ServiceNow offers. Using the strength of these feature-rich tools can streamline operations, enhance efficiency, and drive better business outcomes. Be it the need to improve IT service delivery, automate HR processes, or enhance security posture, ServiceNow software offers a holistic platform to help achieve these objectives.
The most effective way to leverage the power of ServiceNow is by first conducting an appropriate analysis of your organization’s needs and selecting the appropriate modules in accordance with your strategic priorities. Consult a ServiceNow expert to devise an implementation plan tailored to your organization and get the most return on investment.
With these ServiceNow modules and automating most IT tasks, your business can experience its digital transformation. Let’s get started with our free consultation today to help your business undergo digital transformation. Get in touch with us!
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