Fast model review
Service level service.
After analyzing a collection of customer ServiceNow, we compile a list of factors that determine the business needs related to the company ServiceNow and affect the scope of the implementation needed. The top two factors of defining are the maturity of IT management and organizational complexity.
Then, we analyze how these factors take various forms in various companies. It helps us to group organizational groups that can benefit from ServiceNow and describe the scope of estimated implementation (or level) for each segment. Target to the needs of each company segment, each level presupposes relevant service functionality and carries possible implementation results.
Level 1 - Reactive
Implementation of service: level 1
This segment representative usually has from 500 to 5,000 employees with up to 10 offices, operating in one country and working with less than 3 IT vendors.
Company 'before'
The company from this segment usually shows the maturity of low IT management: there is no actual visibility into IT infrastructure and the process is quite chaotic. This can happen when a company sets their IT process while becoming a small or even medium business and then fails to change it with the physical growth and hierarchical company. Naturally, this results in an outgoing blackout of IT services, which makes business not trust him at all.
Company needs
The main problem faced by the company is a disruption of expensive business processes because of old downtime. So, they want to increase the availability of services by processing and managing tickets faster to reduce the time of downs and allow their end-users to work with fewer interruptions.
In addition, the company plans to increase the maturity of their IT management further than Level 1 to get more benefits of service.
Involves ServiceNow products.
Strict reactive levels concerning the fundamental service package and includes:
Incident management (eliminating faster function failures and increasing the availability of IT services).
Knowledge management (gathering knowledge about the resolution of the incidence and sharing it with all IT support teams and end-users).
Service level management (track the speed of incident resolution and examine its compliance with the quality of services set).
Demand management (fulfilling requests related to end-users).
Configuration management (tracking all IT infrastructure elements and solving incidents to find out more about their linkages).
Reports and dashboards (get insight into IT support performance).
Company 'after'
Because of the application of level 1, the company achieved this result:
Increasing the availability of IT services that bring cost reduction associated with business process disruptions (eg, B2C companies lose much less income because CRM outages are immediately deleted).
Increased productivity of the end-user is fostered by the stability of IT services which can lead to increased light income.
Better user satisfaction (about both end-users and IT support agents), which positively affects job satisfaction and ensures ServiceNow adoption.
Establish an essential service process that functions as a basis for further improvement.
Implementation preparation
Companies need to hold a training session to explain new concepts of ServiceNow solutions for their IT support. These sessions may need to justify distinguishing between two types of tickets (incidents and requests), learning to rely on workflows automatically ServiceNow and even oriented people-and processed. In addition, companies must check the quality of any data they will import to ServiceNow.
Estimated
How long is the implementation of ServiceNow?
Estimates of the ballpark from the duration of project-level 1 you can form 4 months (with the amount of customization needed and no project blockers).
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