Our experience tells us that many organisations encounter challenges with ServiceNow after having already adopted it. The initial set-up and ongoing management of the platform is a substantial undertaking, so early decisions can profoundly impact the solution’s effectiveness over time.
As a result, the platform is often underutilised, with organisations lacking a clear roadmap to strategically leverage ServiceNow for both IT and business processes.
We designed our ServiceNow health check offering to proactively identify and address issues before they impact performance. Your chosen scope might cover support model, processes, service portal, catalogue, automation, or integration.
Our review then provides analytical insights and clear guidance for improvements to be made, covering two critical factors:
- Your current use of ServiceNow, with recommendations to enhance efficiency and functionality.
- Exploration of additional capabilities and functions, developing a strategic roadmap to take full advantage of the platform.
Investing in ServiceNow is a significant commitment that requires careful consideration of scope. Many struggle to align strategic intent with tangible functional requirements, which leads to inefficient use of the platform.
Our business case methodology will effectively shape your ServiceNow investment. We’ll work with you to fully understand the outcomes you want to achieve,
and then translate that vision into functional requirements.
This process ensures that efficiency gains and cost optimisation opportunities are identified and incorporated into the overall financial and benefits analysis of your ServiceNow solution, maximising the value of your investment.
These are one-day workshops are designed to help you accelerate adoption, alleviate concerns, and quickly resolve specific problems in your instance.
Our experts spend anywhere between half to a full day with you, working to understanding your requirements, and empowering you with a clear set of recommendations to implement.
Our workshops cover:
- Reporting and dashboards
- Automation
- Service portal and catalogue
- Process deep dive
- Integrations
- Customisations
- User interface experience
- Operating model
- Joiners, movers and leavers.
Our suite of design and implementation solutions are targeted at specific IT processes or wider business functions, driving organisational efficiencies using ServiceNow.
ServiceNow has extended its platform beyond just IT, to cover areas throughout your organisation such as HR and risk management. So our offering covers your range of needs, including customer service management (CSM), IT service management (ITSM), IT operations management (ITOM), cloud, SIAM, contact centre, and HR.
Having designed your tailored solution, we can then support all elements of implementation to ensure your ServiceNow adoption is a success:
- Migration from your legacy service using proven
- methodologies
- Best practice standardisation
- Integration with your other enterprise and specific
- business applications
- Automated workflows.
Organisations frequently face a growing backlog of demands for enhancements to their ServiceNow platform. This can be exacerbated by temporary surges in demand due to a project activity or staffing challenges.
Hiring to address these needs can be time-consuming, and often the demand is short-term or requires a very specific skillset that is difficult to source quickly. CGI offers flexible ServiceNow developer services to help you manage and reduce your backlog.
We can provide experienced ServiceNow developers or administrators in as little as half-day blocks, ensuring you get the support you need without longterm commitments. By collaborating with you to define the scope and estimate the effort required, we’ll empower you to purchase only the necessary resources to meet your immediate requirements.
Our suite of re-platforming offerings will help you maintain effective performance and drive efficiencies in ServiceNow.
You'll have the opportunity to raise an “enhancement project” where required. These are necessary when your needs for a single change or project are greater
than eight hours. In which case, we will help you size and schedule the scope of your required enhancement, and then provide the necessary resources to empower you to complete the project.
We can also support your general ServiceNow upgrade requirements. ServiceNow typically provides two upgrades to their core application per year, and there is a requirement for you to stay up to date to ensure the efficiency of your platform.
We can help you prepare for these upgrades, to understand if any additional efforts are required (for example, specific configurations will likely require additional effort to update) and identify where new features and functionality will benefit your organisation.
We can support you with ServiceNow performance monitoring, log reviews, environment management, MID server maintenance, patch management, upgrade management and technical guidance. This includes:
- Regular reviews of the performance of your ServiceNow instance to identify times of peak usage, under performance and possible fixes.
- Implementing fixes and other maintenance activities that are calculated to take less than 8 hours per week.
- Adherence to your change governance process for all maintenance and changes.
- Log maintenance to proactively identify issues with your ServiceNow instance.
- Adherence to the ServiceNow instance patching and upgrading cycle, and identifying periods when the patching and upgrades can take place.
- Providing technical knowledge and guidance on the ServiceNow platform and any required enhancements.
We can also support your change and release process, consisting of change advisory board (CAB) attendance, administering the change management process, software development lifecycle (SDLC) and release management.
