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A DORA (Digital Operational Resilience Act) compliance project cannot take less than 6 months. Companies that haven't addressed this risk of failing to meet all compliance requirements by January 17, 2025, potentially lose their operating licenses or face substantial fines.

Organizations active in the financial services sector have less than 7 months until the European regulations on digital operational resilience, outlined in the Digital Operational Resilience Act (DORA), come into effect, warns Devhd—a company specializing in innovative digital transformation solutions based on ServiceNow technology. 

"A DORA compliance project cannot take less than 6 months, and companies that haven't addressed this risk failing to meet all compliance requirements by January 17, 2025, potentially losing their operating licenses or facing substantial fines. It's important to note that digital operational resilience isn't just a set of cybersecurity tests but an extensive governance program with principles, procedures, and IT solutions for automating IT and security processes," says Adrian Herdan, Founder & CEO of Devhd.

DORA regulations require financial organizations to develop capabilities for protecting, detecting, mitigating, recovering, and remediating IT&C assets in case of cyber-attacks or any incidents related to IT&C infrastructure. The new regulations cover banks, insurance companies, investment firms, crypto service providers, and more.

To achieve compliance, financial service companies need to adhere to several main areas: 

  1. Establish a risk management framework based on key IT security policies and principles, identify critical IT&C services, map associated assets, third parties, and interdependencies, and develop business continuity and incident recovery strategies.
  2. Clearly define how to report incidents, as they will need to do so within 24 hours of the occurrence and identify the cause of the attack within a month; also, calculate the aggregate cost of incidents.
  3. Regularly test operational resilience, with mandatory tests for more financial service companies than before.
  4. Ensure robust monitoring of risks stemming from dependence on third-party IT&C providers.
  5. Collaborate with national and international security teams and other financial entities, sharing information about security risks, which will enhance the entire industry's operational resilience and minimize the spread of cyber threats. 

"Currently, according to a ServiceNow analysis, the major challenge for financial service companies is identifying the IT&C assets they own, understanding how the technologies they use interconnect, and the involvement of third-party providers in the entire process, especially for critical IT operations and services. It's essential for companies to centralize all this information on a single platform, using technology that can integrate with all existing IT&C systems in the organization, making it easier to calculate cyber incident risk and build the risk management framework that is the cornerstone of DORA," explains FlorinDaniș, TechnicalArchitect and co-founder of Devhd.

Despite DORA regulations being public since 2022 and a 2-year preparation period, in the latter half of last year, approximately 43% of financial companies still did not know the degree of interconnection between IT&C solution providers, such as those for payment transaction authorization and authentication, IT operations, and client transactions via digital channels, which are considered the most critical, according to a Deloitte study. 

To assist companies in meeting these requirements, Devhd offers comprehensive solutions through the ServiceNow platform, covering all necessary aspects to ensure operational resilience. Together with the Devhd team, organizations can develop a plan to adopt the powerful ServiceNow platform, fully addressing operational resilience needs. 

Devhd believes that operational resilience is not just a solution but an outcome. Achieving this outcome largely depends on the technologies used. To successfully implement an operational resilience program, three key components are required: 

  • Experience – Understanding and internal leadership to drive the initiative, along with a partner who provides guidance and knowledge. 
  • Capacity – Individual solutions are insufficient for handling a comprehensive operational resilience program. A platform that offers all required functionalities to support the program is essential. 
  • Data – Quality and data access are fundamental for real-time visibility of resilience. ServiceNow stands out with its Configuration Management Database (CMDB), providing a centralized, unique source of information. ServiceNow's integrated CMDB allows for real-time monitoring and full visibility of all IT assets, interdependencies, and vulnerabilities. Without quality data, the program will not succeed.

By partnering with experts like Devhd and leveraging the ServiceNow platform, companies can navigate the complexities of DORA compliance with confidence. Don't leave your compliance to chance. Contact us at contact@dev-hd.com to explore comprehensive solutions through the ServiceNow platform and ensure your company is fully prepared for the upcoming DORA regulations.

In our journey to excel within the ServiceNow ecosystem, we are thrilled to announce that Devhd has recently been recognized with two ServiceNow Product Line Achievements (PLAs) for App Engine in Creator Workflows and for IT Service Management in Technology Workflows.

So, what does this mean exactly? These achievements are like badges of honor in the ServiceNow world, showing that we're mastering these specific areas. To earn them, we've worked and learned to get certified in ServiceNow products, completed many successful deployments, and ensured our clients are super happy with our work.

With a customer satisfaction score of 4.75 out of 5, we're proud to be known as a Boutique ServiceNow partner. We've been helping organizations make the most out of ServiceNow for almost 10 years now, and these achievements show how dedicated we are to the success of our customers.

"Our team’s hard work and expertise shine through with these achievements," says Adrian Herdan, our Founder and CEO.

Huge thanks to our amazing team for achieving these PLAs, and we're committed to continuing our quest for excellence.

Do you have any questions about how we can help your organization with ServiceNow? Drop us a line at contact@dev-hd.com.

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.

At Devhd, we believe that true success lies not only in business achievements but also in making a positive impact on the communities we are part of. Winter, a season close to our hearts, saw us directing our efforts toward three meaningful causes.

"Giving back to those in need is a lifelong value we learned as children. Today, part of our mission is to make a meaningful difference in the lives of others." - Adrian Herdan,  Founder and CEO at Devhd, Premier ServiceNow Partner.

Elderly Support

We continued our collaboration with the wonderful people at Fundația Regală Margareta a României for the "Fondul Varstnicului" initiative, teaming up in their incredible mission to support 120 elderly individuals, in Bucharest.

120 care packages & 44 volunteers - DevhdTogether, we provided care packages containing essential items such as food, personal hygiene products, and warm clothing for those in need. 4 members of our team, along with the other 40 volunteers, delivered the packages personally. Even though we understand that these small gestures don’t erase their challenges, we aimed to bring joy and ensure no one felt alone during the holiday season.

A big thank you to Bogdan, Mihai, Dragos, and Alexandru for volunteering their time and for their emotional investment in this initiative. Witnessing the smiles and appreciation from the elderly was truly heartwarming.

To learn more about Fundatia Regala Margareta a Romaniei and their impactful work, visit their website: www.frmr.ro. They are making a difference all year round and we encourage others to get involved and make a positive impact as well.

Children's Welfare – Brightening Futures

Continuing our support for Mia's Children, an exceptional association in Romania, was a privilege. With a mission to rescue and nurture children in need, Mia's Children goes beyond shelter, aiming to educate and empower generations.

Mia's Children - Devhd cheerful presents for 41 young souls

 

The warmth and talent radiating from these 41 young hearts are truly captivating. We've contributed cheerful items to brighten their daily lives. Additionally, we donated a color printer for their school projects and an easy-to-use vacuum to maintain a clean and comfortable living space for the children. Witnessing their united family was heart-melting.

To learn more about Mia's Children and their inspiring work, please visit their website at www.mias-children.ro.

 

"I strongly believe that every child carries in his being a treasure. We must discover it, and through the force of love and the skill of the grinder make it vibrate by stretching its wings in front of humanity. Every child raised by us is living proof of the treasures found and harassed, given to society." says Mia Scarlat, the founder of Mia's Children, with an enormous heart & ambition.

Caring for Animals

Devhd - Europe4strays animals

Expressing our love for animals, we collaborated with Europe4strays Animal Protection Association located in Bizighesti, Vrancea, providing essential items to ensure the well-being of stray animals. Mirela Mistodinis, the dedicated rescuer behind Europe4strays, is a beacon of hope for over 300 abandoned souls.

What makes Europe4strays truly special is that it operates entirely on the dedication of volunteers, led by  Mirela and supported by a network of activists both in Romania and abroad. Their work demonstrates the transformative impact of collective efforts and aim to provide a safe haven for these furry friends.

Supporting them means contributing to a movement that envisions a world where every animal is valued and loved. To learn more please visit their website www.europe4strays.wixsite.com/romania

Community Involvement

For us, giving back is not a one-time effort but a continuous commitment. Corporate social responsibility is an ongoing journey, where we strive to make a lasting and meaningful impact on our communities.

We appreciate the chance to make a difference. Together with successful companies, NGOs, and volunteers, we have the power to transform lives and contribute to a more equitable world. Join us in Inspiring Change Together!

These efforts embody the spirit of "making the world a little better than we found it" (Baden Powell's words, the Founder of the Scout Movement). Let's continue spreading warmth and kindness.

ServiceNow is a game-changer for businesses seeking streamlined processes and enhanced productivity. In this article, we provide a general overview of the factors that influence ServiceNow pricing, the nuanced aspects of licensing, and how tailoring solutions to specific business needs is key to unlocking maximum value. This can help you better understand the investment required to transform your organization into a digitally optimized powerhouse.

What is ServiceNow?

ServiceNow, the intelligent platform for end-to-end digital transformation, enables companies in any industry to digitize processes across the organization by connecting them on a single, no-code low-code platform. It empowers people with optimized processes, connects silos for seamless experiences, and creates new value by enabling innovation.

With out-of-the-box digital workflow powered by AI and ML designed to address enterprise needs in its modernization and digital transformation, ServiceNow provides a one-stop shop for transforming into a single, unifying platform for digital business. It integrates disparate systems into a cohesive workspace, automates routine tasks, and streamlines processes, minimizing the time and effort required to deliver services.

With so many features to address various critical needs of the company, the question that is asked more than often is, how much does it cost?

How much does it cost?

The perception we often hear is that ServiceNow is expensive. But how can you tell? There are at least two reasons not to know that for sure:

  • Confidential pricing: ServiceNow does not publicly disclose the pricing details of its licenses.
  • Value-driven investment: Implementing this platform and its powerful capabilities results in clear and achievable cost savings while delivering a strong return on investment. Therefore, it’s difficult to say upfront whether it is going to cost that much in the long run.

While the exact cost of a ServiceNow implementation requires direct consultation with ServiceNow themselves or a ServiceNow Partner such as Devhd, understanding the nuanced aspects of ServiceNow pricing can provide valuable insights.

A different perspective: What is the cost associated with ServiceNow capabilities?

ServiceNow may not be the most affordable solution on the market, but it is the solution that delivers the highest value for every penny spent.

Although price is crucial in decision-making, we advise our customers to "invest in value" and to consider the total-cost-of-ownership over a few years. Why? Over time, the increased efficiency, better user experience, and automation from the ServiceNow platform not only make up for the initial expenses but lead to significant cost savings. While we know that this may not directly answer the cost question, we will do our best to explain things by highlighting key factors that impact ServiceNow pricing.

ServiceNow Pricing Factors

ServiceNow Pricing Factors - Devhd

Your industry and geographical region

ServiceNow has solutions for industries across geographies, and each solution is unique in catering to the industry’s specific needs in specific geographies. Therefore, a generic solution may not fit the needs of your industry or geography, and accordingly, the licenses must be structured. For example, suppose you are a manufacturing business. In that case, your ServiceNow license may include software required for operations, or if you’re in a regulated industry such as finance or healthcare, you may be required to pay for specific features and functions that are unique to your industry, or you may be a government entity and require a highly secure FedRAMP certified highly secure environment.

Your company size and annual revenue

While traditionally believed that ServiceNow is only good for businesses with 500 or more employees, there's a growing trend where companies with around 200-300 employees are also expressing a high interest in ServiceNow products.

Your size is the first step in ServiceNow’s custom quote calculation, being a commercial company, public entity, or non-profit organization and it will also influence the total price.

It is important to understand that as the size of your organization increases, the complexity and number of tasks may also grow. This can result in additional license costs due to a higher number of users and software modules.

Business goals, product preference, and user needs

Tailoring to your business goals, product preferences, and user needs is at the core of ServiceNow licensing. It's not a one-size-fits-all solution; instead, it's crafted to align with the unique requirements of your organization, considering both current and future objectives. The evaluation takes into account your user base and internal processes, and, depending on the solution, it may extend to assessing external user needs. We at Devhd work with solutions architects and collaborate with ServiceNow and their account managers to develop a roadmap aligned with your unique business needs, ensuring the highest return on investment (ROI).

The cost of ServiceNow is influenced by the chosen product and licensing model. Whether you are opting for IT Service Management, Strategic Portfolio Management, IT Operations Management, Customer Service Management, Human Resource Service Delivery, etc., each product typically comes with multiple packages, each package introducing additional functionalities. While the general rule is that more functionality leads to higher costs, it's important to note that additional functionality can sometimes result in more discounts, offering a better overall price than purchasing individual products.

For instance, let’s take as an example the ServiceNow licensing model for the ITSM product. There are three packages:

  • ITSM Standard
  • ITSM Professional
  • ITSM Enterprise

ServiceNow ITSM product three packages - Devhd

and some other ITSM Add-On Packages:

  • Business Stakeholder v4: Geared towards those who perform all Requester functions and additionally have the authority to approve requests, view any record, and explore detailed reports.
  • Employee Center Pro
  • Workforce Optimization for ITSM Pro or ITSM Enterprise
  • App Engine
  • Process Mining for ITSM Pro or ITSM Enterprise

Another categorization is for license types, catering to different user roles:

  1. Requester: For individuals receiving services through the ServiceNow solution. This license allows them to create, edit, and view their own requests, and it's free of charge.
  2. Fulfiller User: Tailored for specialists delivering services to requesters. It grants full admin, developer, or usage rights within a purchased offering, empowering them to create, edit, or delete any record in the system.
  3. Unrestricted User: This simplified model imposes no restrictions on role assignment. The number of users designated as "active" is determined by the number of Unrestricted User licenses purchased.

Finally, GenerativeAI is a cutting-edge technology designed to mimic human creativity and generate content that feels remarkably lifelike. By learning from vast pools of existing data, it's capable of crafting realistic text, captivating images, and captivating media. In the latest Vancouver release, ServiceNow launched GenAI capabilities in the following products: ITSM, CSM/Industry, HRSD, and Creator Workflows. These capabilities are an add-on to the existing license types, and this means, that in our example for the ITSM product, there are two more license types:

  • ITSM Professional Plus
  • ITSM Enterprise Plus

Please note that ServiceNow offers diverse packages for its products. While we've provided details about ITSM in this article, we'll explore other ServiceNow products in future articles.

Although ServiceNow is a cloud-based platform, it does offer an on-prem solution in very special cases. However, the on-prem solution is more expensive as the business must maintain its infrastructure and be responsible for maintaining and upkeep the platform, including any updates, patches, or new releases.

Implementation Cost

Licensing is not the only cost associated with ServiceNow. Like any other cloud platform you buy, you must configure the ServiceNow platform to meet your specific business needs. The cost and implementation timelines depend on what license you purchased and how extensive your configuration or customization is. Collaborating with a ServiceNow Partner such as Devhd is crucial in this process. Devhd has extensive exposure to diverse environments, coupled with in-depth knowledge and certified personnel. Our expertise ensures adherence to ServiceNow's best practices and methodologies, contributing to a seamless implementation experience.

What value does ServiceNow bring to my organization in terms of cost?

At Devhd, we encourage you to first think about something else: is it worth putting your time and money into a ServiceNow solution? Based on our experience with ServiceNow in different-sized companies from various industries, we consistently see that ServiceNow's positive impacts make the effort worthwhile. When you tailor the implementation to tackle your organization's main issues, ServiceNow helps cut costs, streamline how your business works, and boost productivity in your chosen department.

Do you want to learn more about how ServiceNow can deliver value to your organization, what licenses you need to get started, and how much it may cost? Devhd’s experts can help you understand how to make the most out of ServiceNow and help you identify the right ServiceNow solution for your business needs.

So how much does it cost?

The short answer, it depends on your needs. You will have the license cost and the implementation cost. A general rule of thumb, opting for as much as possible the out-of-the box processes and leveraging embedded best practices can help control implementation costs.

But given the complex ServiceNow cost structure, if you need to know your exact pricing, the only way to do it is to contact our sales and technical teams. Find the package that works best for your business. Reach out to us at contact@dev-hd.com and we will arrange an initial discussion to help you in your ServiceNow Strategy planning.

Digital transformation of business refers to the integration of digital technology into all areas of a business, fundamentally changing how it operates and delivers value to customers. It's a reimagining of business in the digital age, involving more than just adopting new technologies—it's about revolutionizing business processes and models to meet changing market and customer expectations. 

This transformation involves a cultural shift, requiring organizations to continually challenge the status quo, experiment, and get comfortable with failure. It's not just about technology but also about aligning business strategies with digital strategies to improve efficiency, enhance customer experience, and foster innovation. As the digital landscape evolves, businesses must adapt to stay competitive and relevant in an increasingly digital world.

How can companies work with Devhd, Premier ServiceNow Partner for digital transformation using the ServiceNow platform? We offer expertise in leveraging the ServiceNow platform to drive innovation, enhance efficiency, and ensure a seamless transition to the digital era. Our approach covers the complete cycle of adopting the ServiceNow platform, capitalizing on its robust capabilities to transform your business. From strategic planning to implementation and ongoing support, we are committed to maximizing the potential of ServiceNow for your unique needs.

What does digital transformation mean?

Digital transformation encompasses several key aspects:

  • Integration of Digital Technology: Incorporating advanced digital tools and technologies into all areas of a business.
  • Redefining Business Processes: Revising traditional business methods and processes for greater efficiency and effectiveness through digital solutions.
  • Enhancing Customer Experience: Using digital channels and tools to improve the customer experience, making it more personalized and user-friendly.
  • Cultural Change: Shifting the organizational culture to embrace change, innovation, and a digital-first mindset.
  • Data-Driven Decision Making: Leveraging data analytics and big data to inform strategic decisions and business practices.
  • Increased Agility: Gaining the ability to quickly adapt to market changes and evolving customer needs through digital capabilities.
  • Innovation and Creativity: Encouraging innovation and creative solutions to business challenges in the digital era.
  • Competitive Advantage: Staying ahead of competition by effectively utilizing digital technologies and strategies.
  • Enhanced Collaboration: Improving internal and external collaboration through digital tools and platforms.

Digital transformation is not just about adopting new technologies but a fundamental rethinking of business strategies and practices in the digital age.

The history of digital transformation

The history of digital transformation traces the evolution of technology and its impact on business and society. This journey reflects a shift from traditional analog and mechanical methods to advanced digital technologies. Here's a brief overview:

1980s - The Beginning of the Digital Era:

  • The 1980s marked the introduction of personal computers and the beginning of the information age. Businesses started to use computers for basic data processing, significantly improving efficiency over manual methods.

1990s - The Internet and Connectivity:

  • The 1990s were defined by the rise of the Internet and the World Wide Web, leading to a new era of connectivity. Businesses began to realize the potential of online presence and e-commerce.

Early 2000s - Mobile Revolution and Cloud Computing:

  • The early 2000s saw the advent of mobile technology and cloud computing. Smartphones and portable devices became widespread, and cloud computing offered businesses scalable, on-demand computing resources.

Late 2000s to Early 2010s - Social Media and Big Data:

  • This period saw the rise of social media platforms and big data. Businesses started leveraging social media for marketing and customer engagement and began to understand the importance of data analytics for strategic decision-making.

Mid-2010s - IoT and Advanced Analytics:

  • The mid-2010s were marked by the growth of the Internet of Things (IoT) and advanced analytics. Devices became increasingly interconnected, and data analytics became more sophisticated, leading to more data-driven business decisions.

Late 2010s to Early 2020s - AI and Machine Learning:

  • Artificial intelligence (AI) and machine learning started to play a significant role. Businesses began adopting AI for various applications, from customer service chatbots to predictive analytics.

2020s - Digital-First and Transformation at Scale:

  • The COVID-19 pandemic accelerated digital transformation as businesses had to rapidly adapt to remote work, digital customer interactions, and online services. Digital-first strategies became essential, and businesses focused on digital resilience and transformation at scale.

Throughout this history, digital transformation has been driven by the need to improve efficiency, enhance customer experiences, and adapt to changing market dynamics. It's a continuous process, evolving with each technological advancement.

How ServiceNow can help digital transformation?

When considering digital transformation through the ServiceNow platform, partnering with Devhd, a Premier ServiceNow Partner, ensures a strategic approach and expert guidance. Our team brings a wealth of experience in implementing ServiceNow solutions and customizing them to your specific business needs.

ServiceNow, a cloud-based platform, plays a pivotal role in facilitating digital transformation in various ways:

  • Automating Business Processes: ServiceNow streamlines and automates complex business processes, reducing manual effort and increasing efficiency.
  • Improving Service Management: It enhances IT and customer service management, providing a better experience for both employees and customers.
  • Integration Capabilities: ServiceNow integrates easily with other enterprise tools and systems, ensuring seamless data flow and unified operations.
  • Data Analytics and Reporting: Offers powerful analytics and reporting tools, aiding in informed decision-making and identifying areas for improvement.
  • Enhancing IT Operations: It improves IT operations with efficient incident, problem, and change management, reducing downtime and IT-related issues.
  • Cloud Services: As a cloud-based platform, it offers scalability and accessibility, enabling businesses to adapt quickly to changing needs.
  • Customization and Flexibility: ServiceNow can be customized to fit specific business needs, making it a versatile tool for various industries.
  • Risk Management and Compliance: It assists in managing and mitigating risks, ensuring compliance with regulations and standards.
  • Employee Experience: Streamlines internal processes, enhancing the employee experience by making tasks simpler and more efficient.
  • Innovation and Development: Encourages innovation by providing a platform for developing new applications and services quickly and efficiently.

By leveraging ServiceNow, businesses can transform their operations to be more efficient, responsive, and adaptive in the digital age.

Business digital transformation advantages

Business digital transformation offers a multitude of advantages, significantly impacting various aspects of operations, customer engagement, and overall strategy:

  • Enhanced Efficiency and Productivity: Automation of repetitive tasks and streamlining of business processes lead to increased efficiency and productivity.
  • Improved Customer Experience: Digital tools enable more personalized, responsive, and engaging customer experiences, leading to higher customer satisfaction and loyalty.
  • Data-Driven Insights: Access to big data and advanced analytics tools allows businesses to gain deeper insights into market trends, customer behavior, and operational performance.
  • Increased Agility and Innovation: Digital transformation fosters an environment of continuous innovation, helping businesses quickly adapt to market changes and stay ahead of competitors.
  • Cost Reduction: Over time, digital processes can significantly reduce operational costs by optimizing resource utilization and reducing manual effort.
  • Enhanced Decision-Making: Real-time data and analytics support more informed and timely decision-making across all levels of the organization.
  • Global Reach: Digital platforms enable businesses to expand their reach, offering products and services to a global market without the limitations of physical boundaries.
  • Improved Collaboration and Communication: Digital tools facilitate better collaboration and communication within teams and with external partners, regardless of geographic location.
  • Risk Management and Compliance: Advanced technologies can help in better managing risks and ensuring compliance with regulatory standards, especially in industries like finance and healthcare.
  • Sustainable Practices: Digital transformation can lead to more sustainable business practices by reducing reliance on physical resources and optimizing energy consumption.

How can digital transformation help customer experience?

Digital transformation can significantly enhance customer experience in various ways:

  • Personalization: Digital tools enable businesses to collect and analyze customer data, leading to more personalized experiences. Tailoring products, services, and marketing to individual preferences can greatly improve customer satisfaction and loyalty.
  • Convenience and Accessibility: Digital platforms, such as mobile apps and websites, offer customers the convenience of accessing services and products anytime and anywhere. This ease of access is a key factor in improving customer experience.
  • Improved Communication: Digital channels allow for better and more efficient communication with customers. Features like chatbots, AI-driven customer service, and social media engagement ensure that customer inquiries and feedback are handled promptly and effectively.
  • Seamless Multi-channel Experience: Integrating various digital channels (like social media, websites, and mobile apps) provides a seamless experience for customers as they switch between different platforms.
  • Enhanced Support and Service: Advanced technologies like AI and machine learning can be used to provide more efficient customer support. For example, AI-powered chatbots can offer 24/7 assistance, providing immediate responses to customer queries.
  • Feedback and Continuous Improvement: Digital platforms make it easier to gather customer feedback, which can be used for the continuous improvement of products and services.
  • Increased Engagement: Engaging with customers through digital means, such as personalized emails, social media interactions, and targeted content, can enhance customer engagement and build stronger relationships.
  • Real-time Updates and Notifications: Customers can receive real-time updates about their purchases, services, or any relevant information, enhancing transparency and trust.
  • Streamlined Processes: Digitization of processes like ordering, payment, and delivery can make customer interactions smoother and more efficient, reducing wait times and improving overall satisfaction.
  • Proactive Service: Predictive analytics can be used to anticipate customer needs and address them proactively, thereby improving the overall customer experience.

How can digital transformation help your employees?

Digital transformation can significantly benefit employees in various ways, enhancing their work experience and productivity:

  • Increased Efficiency and Productivity: Automation of repetitive tasks allows employees to focus on more strategic, creative, and value-added activities. This not only increases productivity but also job satisfaction.
  • Better Communication and Collaboration: Digital tools like instant messaging, video conferencing, and collaborative platforms (e.g., Microsoft Teams, Slack) facilitate easier and more effective communication among team members, even across different locations.
  • Flexible Working Arrangements: Digital technologies enable remote working and flexible schedules, which can improve work-life balance for employees, leading to higher job satisfaction and retention rates.
  • Enhanced Learning and Development: Online training resources and e-learning platforms offer employees opportunities for continuous learning and skill development, which can be tailored to individual needs and schedules.
  • Data-Driven Insights: Access to real-time data and analytics helps employees make more informed decisions, improving their effectiveness and the outcomes of their work.
  • Streamlined Workflows: Digitization of processes reduces manual errors and speeds up workflow, making daily tasks more manageable and less time-consuming.
  • Employee Empowerment: Digital tools can empower employees by giving them more control and visibility over their work, leading to a greater sense of ownership and engagement.
  • Improved Workplace Safety: In certain industries, digital technologies can enhance safety by monitoring environments and providing real-time data to prevent accidents and ensure compliance with safety regulations.
  • Enhanced Customer Service Skills: Digital tools can provide employees with more comprehensive insights about customers, enabling them to offer better and more personalized service.
  • Innovation and Creativity: Digital transformation often encourages a culture of innovation, where employees are motivated to come up with new ideas and solutions, fostering a dynamic and creative work environment.

By investing in digital transformation, companies not only improve their operational efficiency but also create a more engaging, empowering, and fulfilling workplace for their employees.

These advantages make digital transformation a critical strategy for businesses seeking to remain competitive and relevant in an increasingly digital world. Is important to find a strategic partner to help you implement modern digital techniques in your business. Also, use strong modern platforms to implement digital transformation in all departments of your business.

Consider Devhd, Premier ServiceNow Partner, as your strategic ally in this transformative journey. With our expertise, your business can thrive in the digital age and make the most out of ServiceNow, adapting to market changes, fostering innovation, and achieving sustainable growth.

Ready to explore the possibilities? For more information and to kickstart your digital transformation journey, reach out to us at contact@dev-hd.com.

After our engaging participation last week at GoTech World 2023, we're eager to share a simple but powerful reflection. The event was more than just a showcase for us; it was an opportunity to express our passion for ServiceNow, connect with amazing individuals, and gather valuable insights. The event featured diverse brands, stages, and speakers, creating a vibrant atmosphere that our team thoroughly enjoyed. 

Three Key Takeaways: 

1. ServiceNow in Romania

Some visitors were not aware of any ServiceNow presence in Romania. We are very happy to inform all Romanian customers that Devhd is a Premier ServiceNow Partner, ready to support projects in Romania & beyond, covering the complete cycle of adopting the NOW platform and its powerful capabilities. As a boutique partner focusing exclusively on ServiceNow solutions, we ensure each project receives the personalized attention it deserves.  

2. ServiceNow Beyond Ticketing

We have noticed that a lot of people still perceive ServiceNow as merely an IT ticketing tool. Let us clear that up – it is way more than that. It offers a wide range of capabilities that go beyond just managing help desk tickets. It is a platform for transforming the way businesses work, using simple tools to build powerful solutions. ServiceNow is the intelligent platform for end-to-end digital transformation, with a powerful focus on digital process automation. The beauty lies in its low-code, no-code capabilities, allowing the creation of various workflows that extend far beyond ticketing.  

3. The NOW Platform Roadmap and Capabilities Map

A visual roadmap illustrates how ServiceNow's capabilities have evolved over the years, dispelling the initial notion of a ticketing system.  Its versatility makes it suitable for virtually any workflow in any industry. The powerful set of solutions includes IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), HR Service Delivery (HRSD), Employee Workflows, Asset Management, App Engine, Automation Engine, Strategic Portfolio Management (SPM), Security Operations (SecOps), and many more, all built on the Now Platform. Here you can discover all ServiceNow products.   

Screenshot 2023 11 16 at 15.17.26

With all these capabilities, ServiceNow can help maximize the value of existing investments, reduce costs, make impactful improvements in core business processes, and drive growth. It can also help organizations align their IT goals with their business objectives, which can lead to better decision-making and increased productivity. 

Here is a map with all ServiceNow capabilities: 

ServiceNow - Full Capability Map

Moreover, the ServiceNow platform is highly customizable, allowing businesses to tailor it to their unique needs. We, at Devhd, can help you create custom workflows, automate tasks, and seamlessly integrate these solutions with legacy tools and other systems. 

Devhd: Your trusted Premier ServiceNow Partner   

 You can rely on Devhd, as your trusted advisor for your ServiceNow journey. Founded in Romania in 2016, we are a pure-play ServiceNow professional services company, specializing in delivering practical and sustainable digital workflow solutions to enterprises.    

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

 Devhd's partnership with ServiceNow is not about offering services; it is about delivering transformative solutions and real business benefits to our customers. Our dedicated team of over 20 certified ServiceNow specialists is ready to guide your organization through the complexities of digital transformation. With offices in both Romania and Germany, we are well-equipped to deliver first-class ServiceNow solutions to a diverse clientele. We have received a 4.65/5 CSAT (Customer Satisfaction) rating from both local and international enterprises.   

GoTech World  

GoTech World, the largest IT & Digital expo conference in Central and Eastern Europe, drew over 13,800 visitors in this edition. Over the course of two days, attendees immersed themselves in the landscape of innovation and digitalization, dedicated to the regional business community. The event hosted more than 100 partner companies, showcasing their solutions. Simultaneously, across 11 stages, renowned international and local speakers shared their perspectives on the technologies of the future. 

Devhd at GoTech World 2023

GoTech World 2023: A Grateful Recap 

In conclusion, GoTech World 2023 provided Devhd with an incredible opportunity to showcase our passion and expertise for ServiceNow solutions. We are grateful to all who visited our booth, our dedicated team, and the entire GoTech community. 

Devhd is here to ensure you make the most out of the ServiceNow platform. We guide you in leveraging the intelligence, capabilities, and efficiency that ServiceNow offers. For more information, do not hesitate to reach out to us at contact@dev-hd.com.  

Devhd team at GoTech World 2023
Devhd team at GoTech World 2023