Contact us anytime to know more — Abhishek P., Founder & CFO CISIN
One of the top suppliers of PaaS solutions for cloud-based enterprises is ServiceNow. These technologies perform the role of service models, defining, organizing, and automating tasks to increase productivity.
You will discover in-depth information regarding the uses of customized ServiceNow in this blog. Now, let's get going.
ServiceNow: What Is It?
Large enterprises can benefit from the cloud-based ServiceNow software platform by using it to help with their technical management requirements.
ServiceNow uses machine learning to optimize workflows and data for greater scalability and efficiency. With ServiceNow, businesses can simplify their operations for increased productivity, cost savings, and scalability.
ServiceNow offers a single framework for all business activities. This includes what ServiceNow is.
What Is The Purpose Of ServiceNow?
Due to its ability to cover all IT service management lifecycle phases, from release management to issue tracking, ServiceNow has established itself as the industry standard.
Combining hitherto divided service support technologies into a unified record system unifies operational visibility.
ServiceNow automation in workflows provides a complete solution for demand and project management, intelligent analytics, orchestration, streamlining and improving IT service and support.
ServiceNow assists the following organizations in achieving their objectives:
- Employees: To request the IT business services they require.
- IT support team: To deal with issues or service requests.
- Administrators: Controlling user access, responsibilities, and permissions is made simpler for administrators by ServiceNow.
- Implementers: Make use of it to roll out platform features and process apps that satisfy the company's business requirements.
- Developers: Write scripts to add additional functionality to standard setups.
What Does ServiceNow's Term "Customisation" Mean?
Any alteration made to an instance's base installation code is called customization. Usually, clients write new code or make these code modifications to provide functionality that is not included in ServiceNow.
Creating unique HTML code for user interface pages or altering code that ServiceNow provides (such as UI macros, business rules, etc.) are two examples of customization.
Customization is usually done when a customer wishes to modify the platform's capabilities by their current business processes and workflows rather than adopting the default ServiceNow workflows.
Read More: Agile Development in ServiceNow: The Key to Maximum Flexibility and Efficiency?
Challenges In Customizing The ServiceNow Platform
When clients refer to customization, they typically mean a customized setup. The ServiceNow consultants at CISIN frequently come across situations where a client requests "customized functionality" since they don't fully comprehend the capabilities of ServiceNow.
We can provide the customer with suitable advice because we see that what they need can be configured utilizing already-existing ServiceNow functions.
It takes a strategic strategy and thorough evaluation of company operations to navigate the challenges in customizing the ServiceNow platform.
Getting Out-Of-Control
Most customers typically begin their trip by configuring something. But as time goes on, the need for customization grows.
The problem with customization is that one can easily grow into five, and five can easily get out of hand.
Expenses, Exertions, And Assets
The total cost and effort increase with customization since it necessitates extensive development time for functions to be created from scratch.
There is a clear correlation between the level of customization and cost increases. For the customized platform to be implemented, maintained, and upgraded, you must recruit more ServiceNow developers and experts.
All these other components may impact your total platform return on investment.
When Is It Appropriate To Engage In ServiceNow Customization?
CIS often recommends that clients configure the platform rather than customize it. Customization is only considered when the OOTB configuration fails to provide the necessary functionalities.
Clients typically choose customization if they wish to keep their current business processes. This is usually the case for large organizations with intricate work processes.
The support of numerous stakeholders and a significant financial investment are necessary to customize the ServiceNow platform.
Ensure you have no restrictions in these areas if you intend to modify the platform.
Important Things To Take Into Account When Customising ServiceNow
The Requirement To Decide Whether To Modify
Any organization hoping to improve its workflow should first know what customization is necessary and to what extent.
An excessive amount of customization can save money and effort. Additionally, it may lengthen the time between upgrades that impact your company and make it harder for you to benefit from new features.
Therefore, customization should only be chosen when there is a clear business benefit and no other option for meeting the demand.
Step 1: Determine the requests for customization's business value. They can be divided into four categories: low value, no value, necessary, essential, and nice.
This strategy will assist in avoiding problems with customization.
Step 2: Calculate how complicated the suggested customization will be. Consider the possible impact on performance and the time it will take you to upgrade while evaluating the suggested customization.
Step 3: Analyze the suggested customization's return on investment. It would be simple to decide if moving forward is relevant after establishing the business's value and complexity.
Best Practices For Custom Integration Requirements
Step 1: Determine whether the necessary integration already has an out-of-the-box (OOTB) plug-in.
Step 2: Use the IntegrationHub to see if an integration is available.
Step 3: Check the ServiceNow Store to see if a certified or ServiceNow integration is available.
Step 4: Use the Developer Portal to see if an integration is available. Only construct your own if no other options are available.
Handling Personalization After An Upgrade
Upgrades to ServiceNow won't overwrite your customizations; instead, they will appear in the Upgrade Monitor as skipped entries.
To ensure that the skipped modifications are successfully moved to the upgraded instance, you can manually process them.
While recording your customizations and business reasons, you can use the Upgrade Monitor to check your inventory with the skipped records.
After eliminating low-risk modifications that led to skipped records, such as form layouts, you must choose whether to preserve every customization, return to the default settings, or combine your customizations with the base system to address any issues.
Reasons Your Company Needs Tailored Services Right Now
Automation Of Workflows
Automation is the foundation of IT tools. You have more time to concentrate on the essential aspects of your enterprises, and the more tasks these platforms automate for you.
Simple actions can make a big difference, such as sending a ticket to an IT help desk person who is competent or elevating a problem to top management if it needs to be fixed quickly.
ServiceNow enables smooth departmental collaboration and unifies the entire workforce. This open line of communication between departments lessens the possibility of blockages.
ServiceNow is the best option for companies who struggle with communication and time management because of the end-to-end automation.
A Proactive Approach
Do you regularly see users asking similar kinds of questions? Fortunately, ServiceNow's proactive approach to problem-solving can be useful.
ServiceNow is more than just a platform for managing tickets.
It's your one-stop shop for preemptively managing all technical difficulties, identifying their underlying causes, and resolving them before they impede productivity.
You can utilize reports and analytics to comprehensively understand all concerns presented thus far, both settled and unresolved, historical data, current trends, etc.
Robust Security
We are aware that any firm must prioritize security. ServiceNow is a safe, cloud-based platform used by millions of companies globally, regardless of size.
Different users can have different access levels set by the administrator.
The authorization configuration determines whether the access is approved or denied. Furthermore, ServiceNow security features and compliance and two-factor authentication make it the safest software available.
You can rest easy with ServiceNow's security protocols protecting your system and workflow.
Uninterrupted Communication
You no longer need to waste time responding to the same questions from other users. When a professional cannot respond to your clients' inquiries, ServiceNow's integrated chatbots care for them.
It is an intelligent dashboard with voice assistants and chatbots that can perfectly fulfill your users' requirements.
Users no longer need to wait for a representative to answer their inquiries or provide additional assistance. ServiceNow's AI-powered dashboard sends an automated alert on the status of a ticket to users for basic tasks like monitoring the status of an open issue.
Excellent Incident Management
ServiceNow's incident management streamlines your ticket administration. Incidents can now be entered into the system by sending a straightforward email.
Based on each incident's urgency and the potential impact on the business if left unattended, your IT help desk team can rank each one. The relevant department is immediately assigned these events for prompt and efficient resolution. In addition to emails, incident reports can be gathered via phone, live chat, and self-service portals.
This enables your IT staff to manage incidents across many channels and at all difficulty levels.
Portal For Self-Service
The fact that ServiceNow provides a self-service platform where customers can obtain prompt assistance is another reason why businesses need it.
In addition to getting links to the forums, FAQs, and other useful resources, they may raise issues and get simple queries answered. The knowledge base contains information about the features of ServiceNow. You can search the knowledgebase for solutions if you run into any problems.
Seamless Integration
Manually copying data from one source to another can be quite time-consuming. ServiceNow's seamless integration capabilities guarantee efficient handling and seamless data integration across all systems into a single platform.
This facilitates management.
Additionally, a combined view of data from many tools enables decision-making for IT help desk service providers.
Analyzing data, tracking the most prevalent problems, and taking action to lessen the most serious and commonly reported problems is simpler.
A Scalable Solution
Every company begins with a small staff and grows as more individuals join the team. Businesses that intend to expand demand a scalable answer for their IT-related needs.
ServiceNow is your best option if you want to grow your company from a few individuals to a staff of fifty or one hundred. It grows together with your company. You can increase your SLA and subscription plan to access additional features at any time.
Suitable For Everyone
Because of its adaptability and versatility, ServiceNow is well-liked. It applies to both small and large organizations.
A plan can be chosen depending on the size of the company and your objectives.
ServiceNow is the ideal solution to enable smooth collaboration and communication between employees working in hybrid settings or with a few remote workers.
Thanks to its mobile integration, your agents will always be informed about problems, consumer requests, and other changes.
Boost Workforce Productivity
A very effective tool for help desk assistance businesses is ServiceNow. It saves your IT agents time handling repetitive requests because it automates most repetitive activities and simplifies complex operations.
They may now concentrate on activities that will help the firm expand. Businesses may also monitor staff performance and progress and record more easily with a single, centralized system.
Conclusion
Realizing how revolutionary ServiceNow can be is only the first step. Process automation and workflow creation are strategic investments necessary for better work-life balance and corporate success.
As your go-to source for ServiceNow Managed services, CISIN guarantees optimum ROI, improved security, 24/7 support, and affordability.
You can realize the full potential of ServiceNow with the help of our hassle-free, versatile platform, easy integration options, and expertise.
Although guiding ideas are important, we are more concerned with practical design choices that support your business goals. Please make an appointment with one of our ServiceNow specialists to receive personalized advice and go forward with optimizing profits in 2024.
