Service Management Goes Beyond the IT Department
Betz says that the shift to enterprise service management happened largely by accident, with organizations repurposing platforms like ServiceNow out of necessity. Over time, vendors have started to position service management platforms as all-in-one tools, and organizations have increasingly sought out ways to maximize them.
Often, he says, pushing a workflow to a tool like ServiceNow can keep a college or university from having to adopt a whole new system — both cutting costs and preventing users from becoming overwhelmed.
“People say, ‘Why am I going to buy something new when I have a tool that’s 80 percent as good for the job and I only need 60 percent of the capabilities?’” Betz notes.
At Virginia State, Edwards is looking into ways to use ServiceNow for a number of non-IT workflows, including human resources. “We can use the platform to validate when people did their security training, gather metrics on the turnaround time to get their laptops deployed, and things like paperwork and parking. Then, we can go to the system to find out where our bottlenecks are because the system can give us metrics on that.”
Currently, Edwards says, it takes an average of five days to deploy a computing device to a new hire, which hampers productivity.
“With ServiceNow, as soon as the hiring manager has made an offer and it’s been accepted, they can make that request at that moment, and that gives us 10 business days to work on it,” he says.