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Improving the way in which employees collaborate, recognizing and acting on change initiatives, and increasing employee productivity are key objectives of any digital transformation effort. The recent ServiceNow NowForum event in London showcased how the ServiceNow enterprise service management (ESM) platform is supporting customers in realizing this vision.

Adoption of ServiceNow beyond the IT department is increasing

In most cases, the adoption of ServiceNow beyond the IT department is a result of the support and guidance provided by the IT function. A common scenario is one where IT has realized value from the ServiceNow solution and then leads a project that broadens the usage internally, enabling other business units to better understand how the solution could help them in achieving their goals and objectives. Increasingly, however, interest is coming from these business units directly.

Multiple presentations at this year’s NowForum highlighted how other business units can and are gaining value from ServiceNow. From the perspective of HR, for example, technology that can help improve organization-wide collaboration and the efficiencies that can be realized as a result of greater departmental integration are common objectives. Specifically, HR teams want to improve reporting, benefit from automated workflow, and have a single system of information.

The integrated, cross-departmental service layer that enterprise service management solutions such as ServiceNow can help organizations develop are valuable in helping companies execute against a digital transformation strategy. ESM can help break down silos between business units, and can help organizations improve collaboration and heighten productivity through wider automation of cross-departmental processes that support business outcomes. In addition such an approach can deliver more information to a wider variety of employees, helping to increase the value derived from this data, while also reducing work duplication.


Further reading

2016 Trends to Watch: IT Service Management, (October 2015)


Adam Holtby, Research Analyst, Infrastructure Solutions

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