Track apps

ServiceNow solutions facilitate agencies’ ability to track data, customers and more

ServiceNow Solutions Meet a Variety of Agency IT Needs

It wasn’t necessarily an “aha!” time for agencies. Most of them slowly realized over time, as they started moving away from their legacy computing, that commodity, off-the-shelf products were more practical in more modern times.

COTS products are faster and easier to source, with little additional development and customization required. Even the intelligence community, full of classified and sensitive documents, has begun to move in this direction.

What agencies started to realize, however, is that they still needed some customization and a lot of support for these new products. ServiceNow is one of the solutions that can help agencies in this process.

It’s a set of solutions written by a systems integrator, which provides common ground — some customization is still required, but ServiceNow makes it easy to integrate, update, and modify. This kind of minor customization takes less effort to recreate.

Additionally, the talent available to work on a ServiceNow platform versus a custom application is significantly greater. Agencies can now be less dependent on one particular partner thanks to the extensive support network that comes with a ServiceNow platform.

The primary use case for ServiceNow appears to be IT service management. The National Cancer Institute, for example, has implemented an ITSM solution ServiceNow to better track IT activity, whether it’s incident reports of buggy emails or a total outage of the system. For NCI, the ITSM solution has helped the agency reduce the number of incident reports and improve the overall efficiency of IT problem resolution.

RELATED: Learn how the National Cancer Institute used ServiceNow to streamline its IT operations.

Use ServiceNow to track non-IT cases or incidents

ServiceNow is typically used for IT-related issues, but agencies can use a similar ServiceNow solution for any project that involves incident, case, or event tracking.

Suppose you work in an agency where citizens regularly call for help. In this case, the citizen becomes the data point saved by the solution. When did he call? What did he need? Who did he talk to? Did he need a follow-up appointment?

This data point could also be a patient’s medical record, a court case, or a piece of legislation – any record that you want to centrally organize, that needs to be securely accessed and managed by multiple people. Anything that can be saved can be managed, and agencies are starting to see that benefit.

However, each case will be unique. If this basic application is already done with tools such as spreadsheets or basic databases, transferring this work to a ServiceNow environment will be relatively straightforward. A project involving a replacement of existing ITSM tools would be more complicated.

In fact, the greatest opportunity for agencies to benefit from an ITSM tool such as ServiceNow can arise when they are dissatisfied with their existing solutions. And again, once this tool expands beyond the IT group, the sky is the limit for how many different applications it could be leveraged for.

This article is part of FedTechit is CapITal Blog Series. Please join the discussion on Twitter using the #FedIT hashtag.