While ServiceNow is truly an all-around powerhouse platform, having so much could be overwhelming at times. But are you fully leveraging all of what ServiceNow has to offer? This article shines light upon 15 foundational features of ServiceNow software development that are going to drive change in how your workflows perform, improve efficiency, and derive real value in your organization streamlining processes in IT up to creating entirely custom applications these capabilities set your team to work differently in the first place.
Why Master These ServiceNow Features?
With respect to ServiceNow software development, it comes with exceptional benefits and functionalities such as:
- Improved Efficiency: Streamline development processes and reduce time spent on manual tasks.
- Enhanced Collaboration: Foster better communication and coordination across different teams.
- Reduced Risks: Minimize the risk of errors, downtime, and security vulnerabilities.
- Simplified Management: Gain centralized control and visibility over your IT infrastructure and business processes.
- Maximized ROI: Get the most value from your ServiceNow investment and achieve your business goals.
The Top 15 Essential ServiceNow Features:
1. Workflow Automation: Orchestrate Your Processes
Make manual, mundane tasks an automated workflow step using the intuitive, drag-and-drop workflow editor of ServiceNow. Design custom workflows that guide work from start to finish, reduce human error, ensure consistency, and save valuable time.
Use Case:
Automate the entire process of onboarding an employee from initial account provisioning to assigning mandatory training and scheduling introductory meetings.
Example:
The HR record of a new employee triggers a workflow that automatically does the following:
- Creates the user account in Active Directory.
- Order a pre-configured laptop from the IT department.
- Assign required compliance training modules within the learning management system.
- Sends a welcome email with essential information.
- Adds the employee to relevant team distribution lists.
- Notifies the hiring manager to schedule a first-week check-in.
2. Customizable Dashboards: Visualize Your Key Metrics
Create personalized, real-time views of your most important data and metrics. Easily drag and drop widgets, charts, reports, and performance analytics components onto your dashboard, tailoring them to your specific role, team, or business objectives.
Use Case:
Proactively monitor key performance indicators (KPIs) related to incident resolution, change management success rates, service request fulfillment efficiency, or customer satisfaction levels.
Example:
For the IT Support Manager, the dashboard should have real-time data on the following:
- The number of open incidents.
- The average time it takes to resolve incidents.
- Percentage of incidents that fall within SLA.
- Customer satisfaction (CSAT) ratings on resolved incidents.
- Incidents are broken down by category, priority, and assignment group.
- It helps the Support Manager to concentrate his efforts and manage his team with actionable insights.
3. IT Service Management (ITSM): The Heart of IT Excellence
The ITSM framework in ServiceNow is the foundation for efficient and effective IT service delivery.
It provides robust tools for:
- Incident Management: Quickly identify, diagnose, and resolve IT issues.
- Problem Management: Identify and address the root causes of recurring incidents.
- Change Management: Manage IT changes in a controlled and structured manner.
- Service Request Management: Streamline the fulfillment of routine service requests.
- Knowledge Management: A central repository of all the IT knowledge is created and maintained.
Use Case:
Reducing IT downtime, enhancing employees’ productivity, and creating an organized and streamlined IT ecosystem.
Example:
When a critical server failure occurs, the ITSM system automatically does the following:
- Creates incident records.
- Sends notifications to the concerned support team.
- Initiates a predefined workflow to establish the functioning of the server.
- Updates the CMDB about the status of the server.
- Notifies the concerned users.
4. Now Platform App Engine: Low-Code Application Development
Enable citizen developers and IT pros to build applications that meet specific business needs in a low-code development environment. The Now Platform is a system of systems, managing all different business processes and services.
Use Case:
Overcome specific operational challenges, automate manual processes, and innovate more quickly without significant coding.
Example:
Use ServiceNow Studio to build a custom application for:
- Employee training and certifications tracking
- Vendor contracts and performance management
- Automate capital expenditure request approvals
- The power is in the user’s hands
5. IntegrationHub: Connect Your Enterprise Ecosystem
Without writing complex code, connect disparate systems and applications. IntegrationHub provides pre-built connectors and a visual interface to create data flows between ServiceNow and other platforms.
Use Case:
Automate service requests triggered from other systems to reduce manual entries and achieve better integration with all IT systems.
Example:
Leverage integration of ServiceNow and a cloud HR system such as Workday, BambooHR where the Service Request is automatically made in ServiceNow when an employee is hired with the same level of automation also applied for:
- Updating a profile in ServiceNow when there’s a change on the side of the HR system
- Deleting of user account upon leaving
6. Service Catalog: Self-Service Made Easy
Act as a centralized, user-friendly menu of IT and business services available to employees. Organize service offerings in an easy-to-navigate format, allowing employees to quickly find and request the services they need.
Use Case:
Automate the service request process, routing requests to the right teams for approval and fulfillment, while empowering employees to self-serve.
Example:
Employees can easily request:
- New software licenses.
- Hardware upgrades (e.g., a new laptop or monitor).
- Access to specific systems or applications.
- Creation of new email distribution lists.
- All from one service catalog.
7. Customer Contracts and Entitlements: Fulfilling Service Agreements
In Control of Customer Agreements, service levels, and entitlements. Centrally capture contract details, service commitments, and customer rights thereby ensuring you meet all your promises.
Use Case:
Accurate service delivery, ensure billing processes are streamlined, and gain better customer satisfaction.
Example:
If a customer initiates a support request, the support person can easily refer to:
- All active service contracts for the customer.
- The SLA terms and conditions.
- Which specific entitlements are covered in their contract?
Source: NGenious Solutions
8. Field Service Management (FSM): Efficient Mobile Workforce Optimization
Automate task assignment, scheduling, dispatching, and resource allocation of your mobile workforce to optimize field service operations.
Use Case:
Technician efficiency, timely service delivery, customer satisfaction, and reduced operating costs.
Example:
A field technician can receive real-time updates and customer data on their mobile device and can:
- Be assigned automated dispatch based on his location, skill, and availability.
- Get detailed service instructions and customer history.
- Update work orders in real-time.
- Capture electronic signatures of customers.
- Ensuring the task is completed without a hitch.
9. Real-time Reporting and Analytics: Data-Driven Decision Making
Tracks key business metrics in real-time to help understand how well something is going, and where it needs improvement, and enable decision-making by using data.
Develop custom reports and dashboards while monitoring KPIs, thereby visualizing trends and sharing with stakeholders.
Use Case:
Identify bottlenecks in processes, measure the effectiveness of training programs, or track the ROI of IT investments.
Example:
A report showing the average time to resolve incidents by category helps identify areas where the IT support team needs additional training or resources.
10. CMDB (Configuration Management Database): The Single Source of Truth for Your IT Infrastructure
The CMDB acts as a central repository for information about all IT assets (hardware, software, services, configurations) and their relationships. This provides a comprehensive view of your IT infrastructure, enabling better decision-making, incident resolution, change management, and compliance.
Use Case:
Understand the impact of a server outage on critical business services, ensure that all software licenses are being used effectively, or track the configuration of all systems to ensure compliance with security policies.
Example:
The CMDB indicates that a certain server hosts several critical applications. If that server fails, IT staff can quickly:
- Identify the affected applications.
- Prioritize restoration efforts.
- Notify affected users.
- There is no scrambling with the CMDB.
11. Mobile Accessibility:
Access ServiceNow from any device with a fully responsive mobile interface.
Use Case:
It allows employees to manage their workflows, access the service catalog, and respond to requests on the go.
Example:
Field technicians receive real-time updates and can update work orders directly from their smartphones or tablets.
12. Security Incident Response (SIR): A Proactive Security Posture
Integrates security tools and IT workflows, enabling organizations to respond to security incidents efficiently and effectively.
Use Case:
Manage security incidents from detection to resolution, reducing the impact of cyberattacks and protecting sensitive data.
Example:
When a phishing email is detected, the ServiceNow SecOps platform automatically:
- Alert the security team.
- Initiates an investigation workflow.
- Quarantines affected systems.
- Allows for streamlined incident response.
13. Artificial Intelligence and Machine Learning:
ServiceNow AI search delivers relevant search results to increase service desk efficiency and customer satisfaction. You can automate and optimize operations, predict security threats, and personalize the service experience with AI and ML.
Use Case:
Using AI, businesses can gain deep insights and predict key trends.
Example:
Using predictive intelligence in ServiceNow, you can find experts quickly, have incident auto-categorization, and use predictive assignment.
14. Event Management:
This feature of ServiceNow allows business units to proactively and reactively track IT operations management, reduce downtime, and provide solutions for users.
Key Features:
Integration with monitoring tools to quickly identify and address IT issues and reduce downtime, AI to identify issues, and event remediation.
Use Case:
ServiceNow event management is efficient and allows IT teams to avoid business units encountering downtime.
Example:
Through ServiceNow event management, it is possible for businesses to effectively identify solutions for IT-related slowdowns.
15. Change Management
The change management feature enables you to minimize the risks associated with change and minimize business disruptions.
Key Features:
Workflow Automation, change request management, and much more are considered essential features in change management.
Use Case:
The change management feature of ServiceNow ensures that changes to the IT environment don’t cause chaos.
Example:
The change management feature helps to avoid downtime and disruptions by bringing a standard process for every change.
Conclusion: Empowering Your Enterprise with ServiceNow Expertise
These 15 features represent a tip of what ServiceNow can do. By mastering these capabilities, you can transform your organization, streamline your processes, improve efficiency, and deliver world-class experiences. We encourage you to dig deeper into these features and explore different configurations you may use to unlock their full potential in the achievement of your business goals.
If you would like to see how ServiceNow can impact your business and get started with ServiceNow software development, contact us today!
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