Tag: boutique servicenow partner

In today's rapidly evolving business landscape, organizations are constantly seeking ways to enhance efficiency, reduce costs, and remain competitive. One powerful solution that has gained prominence in recent years is process automation. Among the leaders in this arena is ServiceNow, the intelligent platform for end-to-end digital transformation that has transformed how businesses approach process automation.

Devhd, established in Romania in 2016, stands as your trusted guide in your journey with ServiceNow and Process Automation. We specialize in providing practical and sustainable digital workflow solutions to enterprises.

As a ServiceNow Partner covering all three modules – Resale, Consulting & Implementation, and Build – we offer end-to-end professional services, including ServiceNow licensing acquisition, technical architecture & governance, consulting & implementation services, training, support & maintenance, integrations & automation, and custom app development published on the ServiceNow store.

Devhd is your one-stop shop for maximizing the value of your investments, reducing costs, improving core business processes, and driving growth through the powerful combination of ServiceNow and Process Automation.

The Essence of Process Automation

Process automation involves the use of technology to streamline and automate routine tasks, workflows, and business processes. It aims to reduce manual intervention, minimize errors, and increase the speed and accuracy of operations. Automation can encompass a wide range of functions, from data entry and document approval to complex multi-step workflows involving multiple departments and stakeholders.

Task vs Workflow vs Process

When we talk about tasks, workflows, and processes in business, we're talking about three different ways of describing how things get done.

A task is a single unit of work that needs to be performed to be completed. Tasks can be related or unrelated, but they all have their purpose, and they are independent and self-contained units of work that can be completed without affecting any other task.

For example, when you receive an email message from a customer and respond with an answer, this would be considered one task.

Meanwhile, a workflow is a set of tasks that must be performed to complete the process (or business function). Dependencies connect them with one another, so they have to be completed in a particular order. The workflow is designed to help users complete tasks more efficiently by monitoring what has been done and what needs to be done next, so you don't have to remember everything yourself.

When you create a new customer account using account management software, many different tasks are involved - from entering basic contact information to setting up billing details and sending out welcome emails. All these steps form the company's new customer account creation workflow.

Finally, a process is a repeatable sequence of steps that take input and produce output; it's designed to produce consistent results over time and achieve a specific organizational goal. Processes are collections of tasks and workflows that represent the total flow of work through an organization over time.

ServiceNow: A Game-Changer in Process Automation:

ServiceNow, originally renowned for its IT service management capabilities, has evolved into a comprehensive platform that excels in process automation across various domains. Its capabilities extend beyond IT into areas such as HR, customer service, and operations, making it a versatile tool for organizations seeking to automate their workflows.

Benefits of Process Automation with ServiceNow:

  • Enhanced Efficiency: Process automation eliminates manual and repetitive tasks, reducing the time and effort required to complete processes. This results in increased operational efficiency and faster task execution.
  • Improved Accuracy: Automation reduces the risk of human error, leading to more accurate data processing and decision-making. This is particularly critical for processes involving compliance and regulatory requirements.
  • Cost Reduction: By automating processes, organizations can save both time and money. Fewer manual interventions mean lower labor costs, reduced operational expenses, and optimized resource allocation.
  • Consistency and Standardization: Automation enforces consistency in how processes are executed. Standardized processes are more predictable and easier to manage, leading to better control and compliance.
  • Enhanced Customer Experience: Faster response times and improved accuracy in customer interactions lead to a better overall experience for clients and stakeholders.
  • Scalability: ServiceNow's scalability ensures that automation can grow with an organization's needs, accommodating increasing workloads and complex workflows.

Key Features of ServiceNow for Process Automation:

  • Workflow Designer: ServiceNow offers a visual workflow designer that allows organizations to create, customize, and automate workflows without the need for extensive coding or technical expertise.
  • Integration Capabilities: ServiceNow integrates seamlessly with various systems and applications, allowing for end-to-end automation of cross-functional processes.
  • Business Rules and Scripting: Advanced scripting and business rule capabilities enable organizations to define and enforce specific business logic and rules within automated processes.
  • Real-time Monitoring and Analytics: ServiceNow provides real-time monitoring and analytics tools to track the performance of automated processes, identify bottlenecks, and make data-driven optimizations.
  • Service Catalog: A user-friendly service catalog allows employees to initiate and participate in automated processes through self-service portals.

Use Cases for Process Automation with ServiceNow:

  • IT Service Management (ITSM): Automating incident management, change requests, and asset provisioning processes.
  • HR Service Delivery: Streamlining employee onboarding, leave requests, and performance reviews.
  • Customer Service: Automating case routing, email triage, and response workflows.
  • Financial Processes: Automating procurement, invoice approval, and expense reporting.

A Journey Through the History of Process Automation

Early Mechanical Automation (Ancient Times to 18th Century):

The origins of automation can be traced back to ancient civilizations. Water wheels, windmills, and various mechanical devices were used to automate tasks such as grinding grain, pumping water, and weaving textiles. These innovations were crucial for improving productivity and reducing manual labor.

The Industrial Revolution (18th to 19th Century):

The Industrial Revolution marked a significant turning point in the history of automation. The introduction of steam engines, mechanized looms, and early machine tools revolutionized manufacturing processes. The use of automation in factories led to mass production, increased output, and the birth of modern industry.

Punch Cards and Early Computing (19th to Early 20th Century):

The late 19th and early 20th centuries saw the development of punch card systems, which were used for automated data processing. Notably, Herman Hollerith's punch card tabulating machine, developed for the 1890 United States Census, laid the foundation for modern data processing and computing.

Electromechanical Systems (Mid-20th Century):

The mid-20th century witnessed the rise of electromechanical systems that combined electrical and mechanical components for automation. Examples include early computer systems like the UNIVAC and ENIAC, as well as the development of industrial robots used in manufacturing.

Digital Computing and Programmable Logic Controllers (PLCs) (Late 20th Century):

The advent of digital computing in the mid-20th century revolutionized automation. Computers allowed for the automation of complex calculations and control processes. In the late 1960s, the introduction of Programmable Logic Controllers (PLCs) transformed industrial automation. These devices could be programmed to control machinery and processes, making automation more accessible to a wider range of industries.

Computer Numerical Control (CNC) and Robotics (Late 20th Century):

Computer Numerical Control (CNC) technology, which automated machine tools and manufacturing processes, became prevalent in the late 20th century. Additionally, advancements in robotics led to the automation of tasks in industries ranging from automotive manufacturing to healthcare.

The Internet and Software Automation (Late 20th Century to Present):

The proliferation of the internet and the development of sophisticated software systems have played a pivotal role in process automation. Business process automation (BPA) software, workflow management systems, and robotic process automation (RPA) platforms have emerged to streamline a wide array of business processes, from finance and HR to customer service and supply chain management.

Artificial Intelligence and Machine Learning (21st Century):

The 21st century has seen the integration of artificial intelligence (AI) and machine learning into automation systems. These technologies enable systems to adapt, learn from data, and make increasingly complex decisions autonomously.

The Future of Automation

As we look to the future, automation is poised to continue its evolution. The Internet of Things (IoT), where everyday objects are interconnected and automated, promises to transform industries and daily life. Automation will play a pivotal role in fields such as autonomous vehicles, smart homes, and the further integration of AI and robotics into various aspects of work and daily living.

Common domains for process automation

Process automation is a versatile concept that can be applied across various domains and industries to streamline operations, improve efficiency, and reduce manual work. Some of the most common domains for process automation include:

Manufacturing and Industrial Automation:

  • Robotics and automation of production lines.
  • Quality control and inspection processes.
  • Inventory management and supply chain optimization.
  • Equipment maintenance and monitoring.

Information Technology (IT) and Software Development:

  • Software deployment and release management.
  • Infrastructure provisioning and configuration management.
  • Incident and problem management.
  • Workflow automation for IT service management (ITSM) and DevOps practices.

Human Resources (HR):

  • Employee onboarding and offboarding processes.
  • Leave and absence management.
  • Performance appraisal and feedback workflows.
  • Payroll processing and benefits administration.

Finance and Accounting:

  • Accounts payable and receivable automation.
  • Expense reporting and approval workflows.
  • Financial statement reconciliation.
  • Budgeting and forecasting processes.

Customer Service and Support:

  • Automated ticket routing and assignment.
  • Chatbots and virtual assistants for customer inquiries.
  • Self-service portals for customer issue resolution.
  • Feedback collection and analysis.

These are just a few examples, and process automation can be tailored to suit the unique needs and challenges of virtually any industry or domain. As technology continues to advance, organizations across sectors are embracing automation to stay competitive, improve productivity, and deliver better services to their customers and stakeholders. Are you curious to explore the potential of ServiceNow and how it can transform the way businesses approach Process Automation? Reach out to us at contact@dev-hd.com to learn more.

Enterprise Service Management (ESM) is a strategic approach that extends the principles and practices of IT Service Management (ITSM) beyond the IT department to other departments within an organization, such as Human Resources, Finance, and Facilities Management. ESM aims to improve efficiency, streamline service delivery, and enhance overall customer satisfaction by applying a unified service management framework across the entire organization. 

This approach leverages technology and best practices developed in ITSM, like service catalogs and incident management, to standardize and automate processes in various departments. By doing so, ESM facilitates better interdepartmental communication, fosters a culture of collaboration, and drives organizational agility and innovation.

The history of enterprise service management

The history of Enterprise Service Management (ESM) can be outlined in the following key points:

  • Origins in Service Fields: Services in various forms, such as legal, transportation, cleaning, and government services, have been around for centuries. These services have long utilized the concept of leveraging additional resources for specialized tasks.
  • Emergence of IT Services: Information Technology (IT) services, in contrast, have a much shorter history. The term “information technology” was first used in 1978, marking the differentiation of IT jobs from traditional computing roles. This era saw the application of computing to business processes, necessitating specialists to develop, adapt, and maintain hardware and software for business support.
  • Formalization with ITIL: The IT Service Desk received formal recognition with the advent of the Information Technology Infrastructure Library (ITIL) guidelines at the end of the 1980s. ITIL led to the rise of IT Service Management (ITSM), establishing best practices for the types of services provided by IT departments.
  • Evolution into ESM: Over the years, ITSM evolved into a more general category of “service management,” applying its principles beyond IT to other departments and areas. This broader application of service management principles proved valuable in managing data and resources adaptable to various parts of an organization.
  • Realization and Integration of ESM: Enterprise Service Management, as known today, emerged at the intersection where employees, customers, and managers realized the benefits of service management for the company and its service delivery. The integration of Enterprise Application Integration (EAI) with service management marked a significant advancement in this field​.

These points highlight the transition from specialized IT services to a more inclusive approach in service management, leading to the current state of ESM.

Like many information technology initiatives, enterprise service management gained higher popularity during the COVID-19 crisis. When employees started to work from home, thanks to ESM, companies could quickly restore access to services that were previously provided offline.

ITSM versus ESM

ITSM and ESM are two closely related disciplines.

ITSM is a collection of processes and policies that enable organizations to design, implement, manage, and improve customer IT services. By IT services, we mean all the valuable tasks that the IT department fulfills for the rest of the company, starting from password reset to migrating data to the cloud. The most popular ITSM framework is ITIL–the information technology infrastructure library.

ESM strives to adapt the best from ITSM to the service delivery practices in other business units.

How does digitalization help with enterprise service management?

Digitalization significantly enhances Enterprise Service Management (ESM) in several ways:

  • Automation of Processes: Digital tools automate routine tasks across various departments, reducing manual effort and minimizing errors. This leads to more efficient service delivery.
  • Improved Data Management: Digitalization enables better data collection, storage, and analysis. With comprehensive data analytics, organizations can make informed decisions and identify areas for improvement in their services.
  • Enhanced Customer Experience: Digital platforms provide more accessible and user-friendly interfaces for internal and external customers, improving their experience and satisfaction.
  • Integration of Services: Digitalization allows for the integration of various departmental services into a single, unified platform, facilitating easier access to services and information for employees.
  • Scalability and Flexibility: Digital solutions offer scalability and flexibility, allowing organizations to easily adapt to changing needs and scale their services up or down as required.
  • Real-Time Monitoring and Reporting: Digital tools enable real-time monitoring of services and instant reporting, helping in the quick resolution of issues and continuous service improvement.
  • Cost Reduction: By streamlining processes and reducing the need for manual interventions, digitalization can lead to significant cost savings.
  • Supports Remote Work: In today's increasingly remote work environment, digital ESM tools ensure that employees can access services and support regardless of their location.

Digitalization in ESM leads to more efficient, scalable, and user-friendly service management, driving overall organizational efficiency and effectiveness.

Advantages of ServiceNow for enterprise service management?

ServiceNow, a leading platform for enterprise service management (ESM), offers several advantages that make it a popular choice for organizations looking to streamline their service management processes. Here are some key benefits:

  • Unified Platform: ServiceNow provides a single, integrated platform for managing all enterprise services, including IT, HR, facilities, and more. This centralization simplifies service management and improves user experience.
  • Customization and Flexibility: The platform is highly customizable, allowing organizations to tailor it to their specific needs. This flexibility ensures that it can adapt to various business processes and requirements.
  • Automation of Workflow: ServiceNow automates complex workflows, reducing manual effort and increasing efficiency. Automation helps in faster resolution of issues and streamlines service delivery across departments.
  • Improved Efficiency and Productivity: By automating routine tasks and integrating various service management functions, ServiceNow enhances overall operational efficiency and employee productivity.
  • Data Analysis and Reporting: ServiceNow offers robust data analytics and reporting features, enabling organizations to gain insights into their operations, identify bottlenecks, and make data-driven decisions.
  • Enhanced User Experience: The platform provides a user-friendly interface and self-service portals, making it easier for employees to request services and find information, which enhances overall user satisfaction.
  • Scalability: ServiceNow is designed to scale with the growth of an organization, supporting an increasing number of users and services without compromising performance.
  • Compliance and Security: The platform includes features that help maintain compliance with various regulations and standards. It also offers robust security features to protect sensitive data.
  • Integration Capabilities: ServiceNow can integrate with various existing systems and applications within an organization, ensuring seamless data flow and service management across different platforms.
  • Cloud-Based Solution: Being a cloud-based platform, ServiceNow ensures availability and accessibility from anywhere, which is essential for supporting remote and distributed workforces.

In essence, ServiceNow enhances the efficiency and effectiveness of enterprise service management through automation, integration, customization, and a focus on user experience.

One platform for all departments

How to digitize your enterprise service management?

Digitizing your enterprise service management involves several key steps:

  • Assess Current Processes: Understand your current service management processes across departments. Identify areas that need improvement or could benefit from digitalization.
  • Set Clear Objectives: Define clear goals for what you want to achieve with digitalization, such as improved efficiency, better customer experience, or cost reduction.
  • Choose the Right Tools: Select digital tools and platforms that align with your objectives. Consider platforms like ServiceNow, which offer comprehensive solutions for enterprise service management.
  • Integrate Systems: Ensure that your chosen digital tools can integrate with existing systems to allow seamless data flow and service management.
  • Train Your Team: Train employees on the new digital tools and processes. Effective training ensures a smoother transition and better adoption of the new system.
  • Implement in Phases: Roll out the digitalization in phases. Start with one department or process, evaluate the outcomes, and then expand to others.
  • Monitor and Adapt: Continuously monitor the performance of the digitalized processes. Be ready to adapt and make changes based on feedback and evolving business needs.
  • Ensure Data Security: Prioritize data security and compliance, especially when handling sensitive employee and customer data.
  • Foster a Digital Culture: Encourage a culture that embraces digital transformation. This includes promoting digital literacy and a mindset open to change and innovation.
  • Evaluate and Improve: Regularly evaluate the impact of digitalization on your service management and make improvements as necessary. This helps in keeping the digital transformation aligned with business goals.

Enterprise service management techniques

Enterprise Service Management (ESM) encompasses a variety of techniques aimed at improving service delivery and management across an organization. These techniques are often derived from IT Service Management (ITSM) principles but are applied more broadly. Here are some key ESM techniques:

  • Service Catalog Management: Developing a comprehensive service catalog that lists all available services, making it easy for users to find and request the services they need.
  • Incident Management: Implementing processes for quickly and efficiently resolving service disruptions or incidents, ensuring minimal impact on business operations.
  • Problem Management: Identifying and addressing the root causes of incidents to prevent future occurrences.
  • Change Management: Managing changes to services or processes in a controlled manner to minimize risk and disruption.
  • Request Fulfillment: Streamlining the process of handling service requests, from simple user queries to complex service provisions.
  • Service Level Management: Establishing and maintaining service levels to ensure that services are delivered in line with agreed-upon standards and expectations.
  • Knowledge Management: Creating, sharing, using, and managing the knowledge and information within the organization to improve decision-making and service delivery.
  • Configuration Management: Maintaining information about configuration items required to deliver services, including their relationships.
  • Asset Management: Managing IT and non-IT assets to ensure they are properly utilized and maintained throughout their lifecycle.
  • Continuous Improvement: Regularly reviewing and improving services and processes based on feedback and performance data.
  • User Experience Design: Focusing on the user experience to ensure that services are intuitive, accessible, and meet user needs.
  • Workflow Automation: Automating routine tasks and workflows to improve efficiency and reduce manual errors.

Enterprise Service Management (ESM) represents a transformative approach that extends the disciplined, efficient methodologies of IT Service Management to various other departments within an organization. 

By leveraging technology, particularly digitalization, ESM streamlines processes, enhances customer and employee experiences, and fosters a more collaborative and efficient organizational culture. The integration of platforms like ServiceNow further empowers this transformation, offering comprehensive, customizable solutions. As organizations continue to adapt to a rapidly changing business environment, ESM stands as a pivotal strategy for achieving greater operational agility, efficiency, and sustained business growth.

Having explored the transformative potential of Enterprise Service Management and the advantages offered by ServiceNow, you might be eager to learn more. Want to discover how ServiceNow ESM can streamline service delivery throughout your organization? Reach out to us at contact@dev-hd.com.

Bucharest, Romania, January, 2024

Iconica unites ServiceNow boutiques for unmatched expertise & innovation to offer customers top solutions & apps under one roof 

We are thrilled to announce that Devhd is now a partner of the newly founded iconica, the first and only exclusive alliance of ServiceNow boutiques. It is co-founded by Michel Regueiro and Thomas Gouy, both ServiceNow veterans and serial entrepreneurs. 

Headquartered in Geneva, Switzerland, with expansive coverage across EMEA, iconica starts in 2024 with 9 founder members, including Devhd from Romania. This exclusive network consists of over 300 certified consultants, including 5 certified Master/Technical Architects, collectively offering unparalleled expertise in the ServiceNow platform. 

Devhd aligns seamlessly with the shared values and vision of the alliance. Iconica addresses the growing need for specialized partners in the ServiceNow ecosystem while making it easier to find these experts. The alliance seeks to bridge the gap and unite and empower boutique ServiceNow partners for extraordinary impact and collective success. 

Michel Regueiro, reflecting on the alliance’s inception, stated, “Our vision for iconica is to forge an exclusive network that mirrors the uniqueness and high-quality service synonymous with boutique hotels. Each member brings a distinct flair to our collective, enhancing our ability to offer comprehensive workflow solutions for ServiceNow customers.” 

Devhd is excited to contribute its unique capabilities to this alliance, joining the other 8 founding members: Aloha Clouds (Spain), Atomx Systems (France), Convevo (Portugal, Netherlands), Digital Clarity (United Kingdom), DM Technology (France, Morocco), Exccon (Germany), Teiva Systems (Ukraine, Germany, USA) and Yawize (France, Senegal). 

iconica’s portfolio boasts deep expertise across various ServiceNow products, including ITOM, CSM, HRSD, App Engine, SPM, and more. The alliance also offers unique packaged solutions like the SAP modernization strategies, AI enablement programs, DORA financial framework, and streamlined Managed Services. 

Looking forward, iconica aims to significantly expand its alliance by 2024, growing to 40 members and representing over 1000 consultants across EMEA, USA, and APAC. A key focus is to become tech-enabled, innovating with a commitment to customer success by developing an online solution that enhances customer experiences and outcomes. 

“The focus on customer advocacy is central to our mission,” Thomas Gouy explained. “Our goal is to innovate and transform the customer experience, ensuring the highest level of satisfaction and success in their ServiceNow journey.” 

At Devhd, we are proud to become part of iconica, the pioneering alliance that is poised to redefine the ServiceNow partnership landscape with its unique blend of expertise, innovation, and ambition. By fostering collaboration and knowledge sharing among its members, iconica not only offers comprehensive solutions for customers but also cultivates a community of growth and excellence within the ServiceNow ecosystem.  

"The opportunity of being a founding member in this innovative network is motivating for us at Devhd. We believe that this alliance opens new horizons, enhancing the quality and delivery capacity of our ServiceNow projects, ultimately bringing unparalleled value to our customers." states Adrian Herdan, Founder and CEO at Devhd. 

For more information about iconica and its offerings, please visit www.iconica.co or contact us at contact@dev-hd.com.