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Self-automated systems are the integral part of different business processes that use distributed cloud-storage infrastructure for data accessibility and manipulation. To perform this task, ServiceNow is used extensively providing combined SaaS (Software-as-a-Service) and AI services. Various system integration can be performed to get desired solutions for business growth.

These services work on the Now platform which provides predefined libraries and infrastructure for the development of AI-generated cloud systems. There is no need for rigorous coding as it supports low-code efficiency models. It results in the decrease of manual workload and minimizes the chances of errors.

Different solutions like HR management, IT service, operations, and asset management can be offered through the ServiceNow innovation. It is playing a significant role in transforming digital mechanisms into quantum functions making existing systems quick and highly responsive.

In this blog, various facts related to ServiceNow like products, industries, architecture, and features are discussed. Also, we have explained its benefits and solutions to make you aware of this trend.

Why Choose ServiceNow over Salesforce?

At first glance, it’s simple to understand why people are confused about these two cloud-based services. But if you look a little closer, they have two quite different functions.

  • Salesforce is a customer relationship management (CRM) application that runs on the cloud.
  • It manages an organization’s relationship with its clients, usually including contact information, sales possibilities, transactions, and support requests.
  • Salesforce is quite interoperable with many different third-party services and solutions, just as ServiceNow.
  • Salesforce is used by businesses of all sizes to manage and improve their marketing and sales activities.
  • The main function of Salesforce is to enter potential leads into the database, follow their progress to a closed contract.

Therefore, ServiceNow is the remainder of the home if Salesforce is the front door of an organization’s IT. It encompasses and links all of the procedures, business divisions, software, groups, individuals, equipment, etc. that enable an organization to operate efficiently. Although they both provide information about the client journey, the emphasis is very different. While ServiceNow is largely focused on IT service delivery, Salesforce is more focused on extensive CRM and sales capability.

How Does ServiceNow Work?

Recognizing the working of ServiceNow is very important to identify the workflow and match it with the requirements. Let us discuss them in this section:

 

How Does ServiceNow Work

 

1. Core Architecture

The foundation of ServiceNow is a multi-instance architecture. Every client is given a separate instance, guaranteeing data security and isolation. Additionally, customized configurations are possible with this design without compromising the integrity of the system.

 

2. Database and Data Model

To store data, this Cloud platform uses a relational database. Because of its extremely adaptable data schema, bespoke tables and fields can be created to meet specific business requirements.

 

3. Workflow and Automation Engine

The workflow engine used for ServiceNow development automates repetitive operations and procedures. Users can use a visual drag-and-drop interface to construct workflows.

 

4. Integration Capabilities

ServiceNow’s Integration Hub facilitates smooth system integration. This hub facilitates data sharing and synchronization across several platforms by offering pre-built connections and APIs.

 

5. Reporting and Analytics

ServiceNow has powerful analytics and reporting features. Real-time insights and historical data analysis are made possible by performance analytics, which aids in decision-making for businesses.

 

6. Development and Customization

Using ServiceNow Studio, developers can design and modify apps. JavaScript is one of the programming languages supported by this integrated development environment for automation and scripting.

 

What are the key benefits of ServiceNow?

Here, we are discussing major benefits of the development of ServiceNow in this section. So, before moving forward, let us understand basic advantages in detail:

 

What are the key benefits of ServiceNow

 

1. Simplified Experiences

With a simplified layer of engagement, data from all systems within your organization is unified and presented in an intelligent and user-friendly user interface (UI) that makes it simple to learn, use, and adapt without having to tear down and replace existing systems. ServiceNow offers Simplified Experiences that empower everyone inside and outside of your organization. Above all, the benefits are later realized by your customers.

 

2. Purposeful Automation

Because ServiceNow implementation services makes purposeful automation possible, we can take the digital input throughout your company and provide an intelligent and automated system of action. It will relieve your employees of their workload and generate quantifiable, real business results. This may change every aspect of your company at scale, worldwide, increasing productivity and cutting costs.

 

3. Organizational Agility

Since change is the only thing that is constant in today’s world, organizations must be able to quickly pivot and adapt while still pushing the bounds of innovation. ServiceNow offers Organizational Agility, a low-code intelligent platform. AI is integrated into our intelligent platform, which connects your whole organization and ecosystem and provides speed and visibility to everyone from the C-suite on down. This helps everyone work together to solve complex challenges more quickly.

 

What solutions does ServiceNow provide?

ServiceNow provides solutions designed to maximize businesses’ use of technology to boost productivity and provide the greatest possible experiences for both customers and employees. ServiceNow has enabled five types of solutions to support this mandate:

 

What solutions does ServiceNow provide

 

1. Technology Excellence

Utilize automation, AI, and machine learning to provide safe, robust technological services that set your company apart and eliminate risks. Give your company a comprehensive and strategic perspective on its enterprise technology, enabling it to expand and innovate while achieving speed and agility.

 

2. Customer Experience

Customers will be more loyal, your workers will be empowered, and your bottom line will improve if you use AI capabilities that let customers self-serve, reduce caseloads, and speed up response times. Examine the potential of customer experience.

 

3. Operational Excellence

Create procedures that are open, reliable, and efficient for every aspect of the workday. Operational excellence gives you a competitive edge while lowering expenses, increasing efficiency, and exhibiting resilience.

 

4. Employee Experience

Reduce complexity and boost productivity by giving staff members a customized, safe platform to access all the data, resources, and assistance they require. Give workers the freedom and efficiency to work as they see fit, and use employee experience to improve corporate results.

 

5.  Hyper Automation and Low Code

Using low-code and no-code development features, automate workflows and upgrade existing processes to quickly deliver apps and increase organizational productivity. Businesses can approach a ServiceNow development company for examining low code and hyper automation.

 

6. Accounting and Logistics Management

Reduce expenses and provide innovation. Use finance and supply chain management to automate manual procedures, expedite supplier collaboration, and eliminate technological debt.

 

Important Features of ServiceNow

ServiceNow has multiple features that make business processes easy and fast. Below, we are discussing a few of them, so that you must have the idea of exact functionalities:

 

Important Features of ServiceNow

 

1. Configuration Management Database (CMDB)

All of the information about your IT environment, including hardware and software assets, is available on a single page in the Configuration Management Database (CMDB) repository. It eliminates human labor and mistakes by automatically identifying your assets, scanning your network, and updating the most recent inventory in the database.

 

2. Common Service Data Model (CSDM)

A framework called CSDM aids in organizing the data about your environment in the Configuration Management Database. It gives you instructions on where and how to save the data in the database so that it can be easily retrieved.

 

3. Knowledge Management

Consider it a library where you may find answers to all of your technical and general problems. It is a compilation of an organization’s knowledge bases, self-help articles, technical manuals, and troubleshooting advice.

 

4.  Service Catalog

Consider an online store where you may browse and select from a variety of things. You may put all of your IT services and products in the ServiceNow Now platform’s service catalog. You can identify IT resources and assets like PCs, and laptops as well as services like password resets.

 

5. Integration Hub

When enabled on your platform, this package enables you to include a variety of apps and solutions into your processes. This package includes pre-built connectors known as “Spokes” that enable task execution and data transfers between Now platform apps and other systems.

 

6. Predictive Intelligence

It provides AI and ML models that can be applied to your workflows or applications to make them more efficient and intelligent. This gives your team more time on ServiceNow migration services to perform important activities. These models may be trained according to your business needs.

 

7.  Performance Analytics

It is an effective tool that gives you information about how well your platform, apps, and workflows are performing. You can use interactive dashboards and robust analytics to measure and assess performance using more than 600 predefined KPIs.

 

8. Privacy and Access Controls

These restrictions guarantee that applications, instances, data, and platform features are only accessible by the appropriate people. Your employees’ responsibilities can be set up to enable them to add, edit, and remove records from your database.

 

9. Robotic Process Automation (RPA)

Automating repetitive, error-prone processes that need a lot of human intervention, such as filling out forms or extracting data from spreadsheets, is possible using RPA. Robots left alone are designed according to certain guidelines that do not call for human intervention.

 

10. Workspaces

You may view all of the interactions between your agents and end users in one location, much like a dashboard. This platform makes it easier for agents to answer questions by using AI and ML capabilities to suggest related issues, solutions, and pertinent knowledge bases.

 

What ServiceNow Products are Available?

ServiceNow provides organizations with the tools and capabilities to enhance operations and produce better results with its suite of solutions designed to satisfy the unique requirements of companies in a variety of industries. This strong and adaptable collection of solutions consists of:

1. IT Service Management (ITSM)

IT Service Management (ITSM) assists businesses in managing multiple IT services and infrastructure, including asset, change, incident, and problem management.

 

2. IT Operations Management (ITOM)

Networks, servers, and apps are just a few examples of the IT infrastructure and services. They are managed by IT Operations Management (ITOM) which is beneficial in terms of availability and performance.

 

3. Customer Service Management (CSM)

CSM is perfect for any business looking to maximize customer experiences since it provides a consistent and customized customer experience across all channels and touchpoints.

 

4. App Engine

With the help of App Engine, businesses can create unique apps on the Now Platform without the need for programming knowledge by utilizing low-code development capabilities.

 

5. Automation Engine

Automation Engine reduces human labor and increases productivity by automating workflows and processes using intelligent technology.

 

6. Strategic Portfolio Management (SPM)

Business professionals can enhance their portfolio management and optimization of IT and business projects through SPM. You can hire ServiceNow developers to guarantee that everything stays completely in line with defined business goals and objectives.

 

7. HR Service Delivery

Human Resources Service Delivery (HRSD) offers enhanced employee self-service, HR case management, and onboarding support to help businesses. They can streamline their HR procedures and provide an employee experience that increases retention.

 

8. Security Operations (SecOps)

SecOps offers the resources needed to effectively and swiftly handle security incidents and vulnerabilities, guaranteeing that such problems are found and fixed before they have a chance to harm the company.

 

9. Governance, Risk, and Compliance (GRC)

GRC assists businesses in managing risk and compliance throughout all aspects of their operations, including policy change management, risk assessments, and regulatory compliance.

 

10. Field Service Management (FSM)

FSM provides field service operations for technicians and other individuals who work on-site to serve customers by removing cloud-based support, necessary work order management, scheduling, and dispatching resources from the office.

 

ServiceNow Targeted Industries

The adaptability of ServiceNow and the Now Platform is among their most alluring features. Both newer solutions and a wide range of legacy systems can be seamlessly integrated with ServiceNow’s offerings. Because of this, ServiceNow solutions can handle the majority of workflows in almost every industry, including:

 

ServiceNow Targeted Industries

 

1. Education

ServiceNow improves the experience for both teachers and students in the education industry by automating procedures like course registration and IT support services.

 

2.  Energy and utilities

To guarantee seamless operations and greater efficiency, ServiceNow helps the energy and utilities sector manage vital infrastructure and optimize operational procedures.

 

3. Financial services

ServiceNow is used by financial services companies to enhance customer satisfaction, optimize processes, and guarantee regulatory compliance. This industry uses IT Asset Management (ITAM) as a ServiceNow product.

 

4. Government

All levels of government can invest in modernized ServiceNow trends to increase operational efficiency, boost transparency, and provide citizens with better services.

 

5. Healthcare

By increasing the effectiveness of procedures like patient admission, incident management, and equipment maintenance, ServiceNow helps the healthcare industry provide better patient care.

 

6. Logistics

Using ServiceNow helps logistics companies increase operational visibility and streamline their supply chain processes.

 

7. Manufacturing

By modernizing operations and fostering reliable channel partnerships, ServiceNow solutions assist manufacturing companies in lowering operating expenses.

 

8. Retail

Retailers use ServiceNow to improve online and in-store consumer experiences, as well as to manage their supply chain and inventory operations.

 

9. Service providers

ServiceNow is used by service providers to streamline their service delivery procedures and establish stronger client relationships.

 

10. Telecommunications, media, and technology

In the fields of media, technology, and telecommunications, ServiceNow is a leader that helps businesses in these industries better manage intricate IT infrastructures and spur innovation.

 

Platform Architecture for ServiceNow

Platform now uses a multi-instance design, meaning that you get a dedicated instance with its own infrastructure and database. Any updates or disruptions to your instance do not affect other users and guarantee the safety of your data.

 

Platform Architecture for ServiceNow

 

The architecture is also divided into several strata. Let’s investigate them:

1. User Interface Layer

It is the uppermost layer where users engage with the platform directly using user interface components including lists, forms, and other drag-and-drop capabilities.

 

2. Application Layer

This layer includes all of the platform applications that are easily accessible to users and business clients for modifications and changes.

 

3. Database Layer

This layer uses ServiceNow managed services to organize storage by utilizing the CSDM to store all of your data in the database.

 

4. Integration Layer

This specific layer uses a variety of integration techniques to link your platform to other third-party apps to improve their productivity.

 

5. Workflow Layer

It offers resources for creating and automating intricate business procedures through the use of visual workflows.

 

6. Orchestration Layer

Tasks like virtual machine setup and remote script execution are automated across different computers through hypervisors.

 

How is ServiceNow Implemented with IntegrationHub?

A variety of legacy systems and new solutions from various categories, such as CSM, DevOps, automation, analytics and intelligence, ESG, field service management, GRC, infrastructure problem management, and more, can be integrated with the ServiceNow platform.

Application programming interfaces (APIs) enable ServiceNow consulting services Integration Hub. Numerous flow templates, pre-built spokes as well as a Spoke Generator to create new spokes according to OpenAI criteria, and custom integration features are all included.

 

The following features of Integration Hub help to further streamline process automation:

Integration Hub Import: It makes mapping and importing data sets of any size easier.

REST API trigger: This makes it possible to start a flow from an incoming API call or webhook, doing away with the requirement to write code to start integrations.

Remote tables: To examine or use external data momentarily, remote tables eliminate the need to import or store it.

Connections dashboard: Credential management is made easier and connections are accelerated with a single dashboard.

 

Conclusion!!

Businesses should target multiple resources for the utilization of sophisticated ServiceNow support services to make existing systems automated. There is an option for them to accompany different Now platform products like ITSM, ITOM, and Automation engine. So, workflow can be increased with high efficiency and quality.

Put this notion for AI, cloud, and SaaS all together to get a combined solution that can enhance your business environment. The plus point of its development is that workflow automation can be obtained to reduce human faults and encourage the system capacity. ServiceNow is not only a solution for industrial growth but a complete architecture for every domain.

 

Read Also!

What Is ServiceNow Implementation?

Benefits of ServiceNow Managed Services

Build a Custom Service Catalog in ServiceNow

Create a Dashboard in ServiceNow

ServiceNow for IT Service Management (ITSM)

How to get to Next Experience Components in ServiceNow?

What is ITSM?

What Is HR Service Delivery?

 

FAQs

1. What is the Meaning of ServiceNow?

ServiceNow is a customized cloud-based AI and SaaS service that is used to conduct multiple tasks like system automation and dynamic processing. It is a modified platform that primarily focuses on the improvement of business processes with suitable management modules and architecture.

 

2. Which Solutions are Provided by ServiceNow?

There are multiple solutions available offered by ServiceNow. They are listed below:

  • Accessibility to advanced technology.
  • Enhancement in user experience.
  • Easy management of logistics and accounts.

 

3. How Many Components Does ServiceNow Involve?

Majorly, there are three components that are included in ServiceNow platforms. Namely:

  • The dedicated Now platform.
  • Various ServiceNow applications.
  • Integration and API hub.

 

4. What is the Role of ITOM?

ITOM stands for Information Technology Operations Management. Its role is to:

  • Automate customer queries.
  • Make an AI-generated response system.
  • Distribute tasks based on priority.

 

5. Is CRM a type of ServiceNow Product?

CRM stands for Customer Relationship Management which is a solution offered by old cloud-based platforms. ServiceNow provides CSM (Customer Service Management) to handle multiple users together and facilitate them with modern automated solutions.

 

6. How Searching is Performed in ServiceNow?

There are multiple methods available for searching in ServiceNow. But, it is performed in the following manner:

  • Page creation for record searching.
  • Development of complex search filters to operate in global characters.
  • Binding texts in quotation marks.
  • Match non-space characters through expansion.