Plan. Setup. Organise. Visualise.
ServiceNow is a market-leading cloud-based platform that creates the opportunity for organisations to fully manage and report on their business processess.
But it can be tricky to harness the power provided by the platform to maximixe its value and drive users to self-serve, meaning fewer calls make to your helpdesk.
The goal of any service organisation should be to enable its customers to find the information they need, for them to easily self-serve, and to adopt an automation-first strategy. This will reduce the number of tickets that users need to create, freeing up operational teams to focus on improving their underlying services.
That’s where Epitechnic can help.
Green-field site rollout support
When deploying ServiceNow in your organisation, how you set it up is key to enabling you to maximise its potential and realise the benefits of the tool.
We can help you get your environment setup properly with foundational data using ITIL best practises, from Asset Management through to CMDB.
Our focus is always on personalisation and not customisation, so you do not incur techincal debt.
Established site healthcheck
Once an organisation has embedded ServiceNow in its processes, it often just focuses on the day to day running the business, and does not have time to review the configuration to see if it is still providing the best level of support possible.
Our health-check service will analyse your environment to identify any areas that can be improved. These improvements will increase user satisfaction, drive the ability for them to self-serve, and open up a world of information about your organisation.
User-centric form design
End-users utilise request forms, also known as Catalog Items in ServiceNow , to request the fulfilment of services or to obtain support. These forms are the front-door for your users, but they are often designed by technology teams and so do not provide a first-class user experience.
Epitechnic can review your forms and help redesign them to make them less technical and more user-focused, whilst ensuring you are able to maximise the ability to report on how and when they are being used.
Workflows that work
Having a well-designed request form is the first step to making ServiceNow work for you, but unless you have developed a slick workflow that supports your busines process you will not be able to simplify your support organisation
We can review your existing workflows, and design new ones, that will enable you to streamline your operations whilst providing you insights on your user base.
We can help you to automate business processes so that they just happen when requested, without the need for help desk intervention.
The potential of reporting
Once you have a well designed form and workflow, you are able to use the true power of ServiceNow reporting and performance analytics to understand and manage your operations. With powerful reports you can gain an amazing insight into how a business process is operating.
Epitechnic have developed a series of dashboards that can be deployed to operational teams that will give them a window on how their service is running, enabling them to identify bottlenecks or under-utilised teams.
Knowledge is power
If you provide users with the right information, they are able to find out how to request services, reslolve their issues, or purchase items without needing to speak to anyone, and this frees up your technical teams.
We can review your existing knowledge bases and advise on how to make the most of them to ensure that users are able to self-serve, and can help you establish a governance framework and standards to apply to knowledge articles.
Integrate and automate
Epitechnic can leverage its experience with ServiceNow and with cloud providers to create seamless end-to-end automated delivery of cloud services.
Imagine someone in your organisation being able to request an AWS Virtual Machine via a ServiceNow form, and once their request has been approved in the system, having it automatically spun up in AWS and the connection details sent to them. All without any human interference.
Epitechnic can help you to bring true cloud automation to ServiceNow.
