From fragmented to integrated – how to facilitate a holistic approach to digitalization

17 January 2023| 5 min|Adam Bernaś - Chief Product Officer


How to start?

Are you struggling to fully leverage the capabilities of your ITSM platform despite its wide range of possibilities? If so, you’re not alone. Many organizations find themselves in the same boat, facing challenges in effectively utilizing the platform to support their business objectives. The root cause of this can often be traced back to a lack of understanding of their current state of digital maturity. But how can you overcome this challenge and achieve better results while improving your ROI? 

The answer lies in adopting a holistic approach to digitalization. You can do it by conducting a digital maturity assessment to comprehensively understand your organization’s digital maturity and identify areas for improvement in your systems landscape. We will guide you on how to effectively leverage the ServiceNow platform to drive business value and achieve your organization’s goals.

Digitalization with a holistic approach

It means taking a comprehensive and integrated approach to digital transformation. A holistic approach involves considering all aspects of the organization, including its culture, processes, and technologies, and aligning them with its overall business objectives. It recognizes that digital transformation is not just about technology but also about people and how they work.

You want your organization to improve constantly, at the same pace, ensuring that all parts of the company are on the same page. When each part is digitalized at the same level, it allows for a more efficient flow of information and resources across the organization. This can improve service delivery, cost savings, and customer experience. It also influences positive way collaboration across departments and teams.

When all parts of a company are digitalized holistically, it enables employees to share information and resources more efficiently, leading to improved teamwork and increased productivity. The same level of digitalization allows for greater scalability, enabling the organization to expand into new markets or services more easily.

How to check your digital maturity?

Digital maturity assessment is becoming increasingly important for organizations looking to stay competitive in today’s digital landscape. You can use different tools, e.g., ServiceNow DMA, to evaluate your company’s proficiency in utilizing digital technologies to support its business objectives.

A digital maturity assessment can help you understand how your company is currently using the ITSM platform and identify opportunities for improvement that will enable you to leverage your solutions to drive business value in a better way. The assessment covers service management, automation, integrations, governance, and analytics.

What does it mean in practice? The assessment might reveal that the organization effectively uses ITSM to manage incidents but is far from fully leveraging the automation capabilities. In this case, the organization could develop a roadmap with the help of an experienced ServiceNow partner. The goal: enhancing the use of your systems landscape to automate more processes, which would ultimately lead to more efficient service delivery and cost savings.

The great value of such an assessment lies in understanding how the digital landscape is being used by employees, which may be different from the intended use. This can help your organization optimize the tool and make it more user-friendly, increasing employee engagement and productivity.

Business advantages of using DMA

Conducting a Digital Maturity Assessment (DMA) with a holistic approach can provide many business advantages. By identifying areas for improvement, you can develop a roadmap for enhancing its use of digital technologies to drive greater business value. This can lead to more efficient service delivery, cost savings, and improved customer experience.

“Being aware of your organization’s digital maturity level is vital for leaders who want to make informed investment and optimization decisions that align with their organization’s strategy. Maturity level awareness helps leaders with making decisions on which areas to focus first so that they best suit their organization’s current needs.”

Krzysztof Patyk – ServiceNow Solution Consultant

A DMA helps you identify new opportunities for digital transformation that lead to gaining a competitive advantage. For example, you can improve your ability to innovate and respond to changing market conditions by automating manual processes or integrating new technologies. You may count on improved performance. DMA ensures that you focus on the right initiatives and invest in the right areas. It can lead to enhanced performance and a better return on investment.

Other advantages are better governance and risk management by identifying compliance and security risks, and improved employee engagement and decision-making. DMA provides a benchmark of your digital maturity, which you can use to track the company’s progress over time and compare the performance to that of other organizations in your industry. 

How to digitalize equally

To ensure that all the different parts of the company are digitalized with Digital Maturity Assessment equally, there are a few key steps you can take:

? Involve key stakeholders – to get comprehensive and accurate results, involve key stakeholders from across the organization. This might include representatives from IT, operations, finance, marketing, and other departments.

? Define clear goals and objectives – before conducting the DMA, define clear goals and objectives for the assessment. This will help to focus on the areas that are most important to the organization and will enable your organization to measure the success of the assessment.

? Use a standardized framework – ensure that all areas of the organization are assessed in the same way and that the results of the assessment can be compared across different departments.

? Focus on the business processes – all areas of the organization should be assessed in terms of their digital capabilities, and the assessment results can be used to develop a roadmap for improvement.

? Communicate and share the results – after conducting the DMA, communicate and share the results with all relevant stakeholders to ensure that everyone in the organization understands the current state of digital maturity and that the assessment results are used to develop a roadmap for improvement.

? Create an action plan with specific tasks and owners –  once the DMA is completed, create an action plan that includes specific tasks and owners to ensure that the recommendations from the DMA are implemented in a timely manner and that progress is tracked.

? Regularly review progress – conduct regular reviews of progress to help identify any areas where your organization is falling behind, allowing you to make adjustments as necessary.

Get support to check your digital maturity

Conducting a digital maturity assessment allows organizations to comprehensively understand their digital maturity, identify areas for improvement, and develop a roadmap for enhancing their use of digital technologies to drive greater business value.

With maturity assessment, you can optimise the tool’s use and get more out of the platform investment, as well as accelerate the transformation process and save time in making strategic decisions in the future. Strategic investment plans should be based on “well-informed decisions” rather than solely focused on “risk and uncertainty management.

To apply such an analysis and make sure that it is done from top to bottom,  allowing you to follow the holistic approach – you might want to use a knowledgeable ServiceNow partner. 

At SPOC, we have over ten years of experience as a ServiceNow partner. We’re focused on helping organizations get the most out of their ServiceNow platform at competitive prices. We follow a holistic approach with a solid and ambitious goal to help companies reach equal digitalization internally. 

Our strategic consulting services focus on the overall system landscape and architecture. As a framework, we utilize the ServiceNow DMA in conjunction with other tools to evaluate your organisation’s digital maturity. With a clear and comprehensive assessment, we can create a roadmap for digitalizing the entire organization and track the progress regularly to ensure all the company divisions are moving in the same direction.

If you want to know more, reach out to us or join us during our webinar about digital maturity. We will discuss how you can measure your organization’s digital maturity and why it is important. The webinar will be held by:

Digital maturity assessment provides a bird’s-eye view of the company, enabling stakeholders to identify areas of adequate digitization and those with great potential for development. It allows decision-makers to prioritize future investments based on clear evidence and expert recommendations for processes with the biggest business impact.

Jan Chelkowski – Technical Consultant at SPOC, experienced in carrying out maturity assessments in different markets.

Leaders should regularly check their company’s digital maturity to ensure that they have a holistic view of their organization’s digital capabilities. Through digital assessment, they can identify areas of strength and weakness and ensure that all parts of the company are on the same page regarding digitalization. Thanks to such a deep understanding, aligning digital initiatives with overall business objectives and achieving true digital transformation is easier.’

Adam Bernas – Chief Product Officer with the highest ServiceNow certificate (Master Architect), experienced in guiding organizations through complex digital transformations.