Explore 9 New Features of the ServiceNow Washington Release

The latest ServiceNow release (March 20, 2024), Washington DC, marks a significant leap forward in workflow automation and user experience enhancements. With an impressive array of new features, it promises to revolutionize organizational processes and drive efficiency to new heights. This iteration builds upon previous versions, incorporating user feedback and industry trends to deliver intuitive tools. With a refreshed user interface, advanced data automation, and groundbreaking low-code solutions, navigating your workflows has never been easier. In this article, we’ll explore the essential nine must-know features introduced in the Washington release, providing insights to help organizations leverage these capabilities best way possible.

1. Workflow Studio

Say hello to Workflow Studio, the all-in-one automation powerhouse which consolidates together Playbooks, Flow Designer, Action Designer, Integration Hub integrations, and Decision Builder into a unified design environment. Workflow Studio empowers users with a seamless automation experience, personalized views, health monitoring, and streamlined configuration options.

Figure 1 – Workflow Studio Homepage 
Figure 2 – Workflow Studio – Operations 
Figure 3 – Workflow Studio – Integrations

Check 5 Top Features of Previous ServiceNow Utah Release

2. Flow Designer Enhancements 

Undo/Redo Changes 

Editing workflows is now smoother than ever. You can undo and redo actions in Flow Designer, ensuring a unique editing experience. Whether reverting changes or reapplying modifications, Flow Designer tracks changes within the current session, making workflow editing more intuitive.   

Annotations Support in Diagramming View 

Enhance workflow clarity with annotations support in the diagramming view. Add and edit annotations directly within your diagrams, improving visualization and communication of workflow processes. 

Figure 5 – Annotations Support in Diagramming View 

Proactive Analytics Trigger 

Leverage Performance Analytics indicators to initiate flows with the Proactive Analytics trigger. Define flow start conditions based on Proactive Analytics KPI scores and threshold values, enabling proactive workflow automation based on performance metrics. 

Figure 6 – Proactive Analytics Trigger 

3. New in Process Mining

Introducing Project Builder

Create and view the project configuration through a comprehensive Project Builder setup, which divides the entire project configuration into well-defined sections and provides contextual information that acts as a guide. Build projects using templates similar to the goal or process you’re analyzing to automatically add basic details and simplify the process 

New Automated Finding Detectors

Identify process inefficiencies using automated detectors for repeating patterns, extreme durations, extreme repetitions, and slow durations. 

Ready to Upgrade From Service Portal to Employee Center? 

4. ATF Support for Configurable Workspaces

Expand Automated Testing Framework (ATF) support to Next Experience UI, reducing regression risks with wider test coverage. Test forms and UI actions seamlessly to ensure optimal performance and functionality. 

Figure 8 – ATF Support for Configurable Workspaces 

Listen to the Podcast: Why Automated Tests – ATFs – Are So Important? 

5. Performance Testing with ATF

Identify and address self-inflicted performance issues with performance testing capabilities integrated into the Automated Testing Framework. 

Figure 9 – Performance Testing with ATF 

6. Natural Language Query Genius Results

Surface relevant search results with Natural Language Query (NLQ) Genius Results in AI Search applications. Interpret searches using plain language to find relevant results from large source tables, enhancing search efficiency and accuracy.  

Figure 10 – NLQ AI Search 

7. Encryption Module Support

Ensure data security and customization with UI16 parity support for selecting encryption contexts when uploading files. Users can now choose appropriate encryption contexts, adding an extra layer of security and meeting specific data handling requirements.

8. Context-Aware Keyboard Shortcuts

This small functionality may turn out as super useful. Introducing keyboard shortcuts and contextual keyboard shortcuts for enhanced usability and productivity. 

 9. Creator Studio 

Debuting in Washington, Creator Studio levels the playing field for developers of all skill levels, incorporating integrated environments, app templates, and management features for a consistent developer experience. 


Upgrade to the Washington Release 

The ServiceNow Washington release introduces a wealth of features aimed at empowering organizations to streamline workflows and drive innovation. As a ServiceNow Elite Partner, we’re committed to helping you harness the full potential of these features. Contact us today to upgrade to the Washington release and unlock new levels of efficiency and productivity for your organization. 

What is ServiceNow and what does it do?

Innovative business solution 

ServiceNow is a cloud-based platform for managing processes, services and enterprise infrastructure (Enterprise Cloud). It offers innovative solutions in these matters. It was designed to digitize and automate manual workflows and to make people work faster, smarter, easier and better. Thanks to ServiceNow, organizations can deliver services in a more efficient and integrated way.

The ServiceNow platform combines many functionalities, including incident management, problem management, change management, configuration management, as well as performance forecasting, reporting and analysis. Created nearly 20 years ago, it has been undoubtedly one of the largest global players and a leading service management tool for companies. Because of continuous improvement and the expansion of functionality, intuitiveness and ease of use, as well as comprehensive solutions and personalized HR services tailored for everyone, ServiceNow makes the world work better.

ServiceNow mission, vision & values

ServiceNow changes the way people work. What used to be done manually is now being done digitally. “There is no better experience than giving someone a piece of technology that lets them do something they never thought they could do”, said Frederic Luddy, founder of ServiceNow. ServiceNow focuses on processes, activities, and sentences – in short, everything that makes up day‑to‑day work life. ServiceNow provides a service model that defines, structures and automates all the processes. Everything becomes a service – you can create, deliver and manage service requests.

Thanks to ServiceNow, work becomes easier and faster, and thus more enjoyable, which increases also employee satisfaction, productivity and engagement. SeviceNow’s motto is “We make the world of work, work better for everyone”.

“ServiceNow improves not only the work of individuals or teams but also helps the modern enterprise operate in a faster and more scalable way than ever before. ServiceNow opens up new possibilities” – says Marcin Tyburski, CEO at SPOC. “It changes the way of working by simplifying, rebuilding and automating business processes. ServiceNow is the key driver of business change”.

ServiceNow is based on solutions with roots in IT. However, it proves that they work well also outside this industry. ServiceNow can support many domains of modern enterprises – including finance service operations, HR and customer service management. It can be successfully implemented in companies of all sizes and operating in various sections and industries.

ServiceNow history

The beginnings of ServiceNow

To tell the story of ServiceNow’s origins, we need to go back to 2003 and one man. After his employer’s bankruptcy and the loss of his fortune, Indiana-born computer scientist and entrepreneur Frederic Luddy put everything on the line. Just before his 50th birthday, he founded Glidesoft – IT Service Management company based on good ITIL practices. For nearly 2 years, Luddy was the only employee. In 2006, Glidesoft changed its name to ServiceNow.

ServiceNow today

After ServiceNew’s first year of operation, the total revenue amounted to $13 million. The company quickly reached world-class corporations such as Intel and AstraZeneca. In 2012, ServiceNow went public. The initial share price was $18; today, after 11 years, it is about $460. In 2018, ServiceNow was ranked number one on the list of the world’s most innovative companies by Forbes magazine. In 2022, it had a revenue of $7.2 billion. Today, ServiceNow employs around 20,500 people (as of April 2022). ServiceNow was also listed among FORTUNE 2023 World’s Most Admired Companies for the third year in a row.

Currently, ServiceNow is used by over 7,700 companies worldwide, being a customer favourite – the subscription renewal rate is 98%. 85% of the companies from the list Fortune 500, the top companies in America, use ServiceNow.

ServiceNow hosts the annual Knowledge Conference – “a gathering to create great experiences for employees, customers and partners”. In 2022, the meeting took place simultaneously on 3 different continents, in 4 cities – New York, Hague, Las Vegas and Sidney. Huge crowds of people also participated online.

When I started ServiceNow in 2004, my vision was to build a cloud-based platform that would enable regular people to route work effectively through the enterprise

Fred Luddy, Chairman of the Board at ServiceNow

ServiceNow tools

ServiceNow Platform is a scalable cloud that offers a range of applications, workflows and processes. Sharing common architecture and data, the platform incorporates a variety of ready-made suites catering service requests for specific business areas.

The ServiceNow platform consists of a number of modules, functions and tools, such as workflow, SLA, notifications and forms. Using them, it is possible to build any applications. Sharing a common core, which is the configuration management database (CMDB), they support most business functions – they help with business process management, projects, risk management, IT service management, human resource management and many other areas.

“ServiceNow is not a single tool – it is a platform and various applications can run on it. They are grouped into modules that respond to specific challenges and needs of the organization – such as managing IT processes, Human Resources, Customer Service or IT infrastructure” – Marcin Tyburski, CEO at SPOC.

The platform incorporates a variety of key features of ready-made suites catering for specific business areas:

  • IT Service Management,
  • IT Operations Management,
  • Strategic Portfolio Management (former IT Business Management),
  • HR Service Delivery,
  • Customer Service Management,
  • Security Operations,
  • Governance Risk and Compliance (GRC),
  • Integrated Risk Management,
  • Field Service Management,
  • IT Asset Management.

ServiceNow flexible journey 

Customers can start their ServiceNow journey from many points. Regardless of where they first start, they have the ability to follow a flexible roadmap to achieve continued success in an organization.

ServiceNow is a solution tailored to users’ specific needs. It gives you the opportunity to use ready-made business applications or choose the platform itself, where developers can create dedicated business applications themselves from scratch. Customers can start with one module and then choose other modules as needed. All applications can also be continuously developed as your business grows, by using ServiceNow or third-party solutions. The entire platform itself can be customized to suit your needs. ServiceNow extends and grows together with the organization.

ServiceNow releases

Throughout the years, the core and essence of the technology have remained the same, but the functionality and solutions that ServiceNow offers have expanded and improved. Twice a year, ServiceNow releases a new version of the Platform. Each is named after a famous city; the names, and therefore the releases, are arranged in alphabetical order. These are Aspen, Berlin, Calgary, Dublin, Eureka, Fuji, Geneva, Helsinki, Istanbul, Jakarta, Kingston, London, Madrid, New York, Orlando, Paris, Quebeck, Rome, San Diego, Tokyo, Utah, Vancouver and the Washington.

All customers using ServiceNow can upgrade their instances to the latest version. Each version brings significant changes and new additions that change the world of work – they can increase employee engagement, productivity and satisfaction, improve the way the employees work, reduce costs, and increase security.

ServiceNow invests millions of dollars in research and development. Thanks to this, it not only solves the problems of previous versions, but also creates new functions, responding to the needs of the modern world – such as new consumer or business problems, technology trends,  or changing work environments (e.g. the growing number of people working remotely or in a hybrid work model).

Maximum availability and data security

Thanks to 16 data centres, ServiceNow achieves excellent availability scores of over 99.7%. The centres are located on 5 continents: Europe, Asia, Australia, and North and South America. Data centres are built in pairs – explains Marcin Tyburski, CEO at SPOC. For example, in Europe, one pair is Amsterdam and Frankfurt and the other is London and Dublin. Each customer is assigned to two centres; the instance is always backed up in another data centre. This solution ensures maximum data availability.

The ServiceNow cloud architecture is built in a single-tenant model, double disaster recovery and replication to separate data centres. The platform security is ensured by a dedicated team of specialists and an organization compliant with such certificates as ISO27001, SSAE 16 SOC1 Type 2, and SSAE 16 SOC2 Type 2.

IT Service Management – the flagship project of ServiceNow

For many years, ServiceNow has been one of the leading IT service management tools. The platform is valued for innovation and providing comprehensive solutions that meet the demands and can be adapted to the most complex environments. It offers a set of tools that help you develop, deliver and manage IT services, resulting in a better and smarter work environment.

In last year’s (2022) Gartner Magic Quadrat, ServiceNow was named the leader for ITSM platforms for the 9th time in a row! It was awarded for continuous product improvements, high adaptability, high market position and a strong community of users.

ITSM has been the staple of the ServiceNow Platform from the very beginning. Most companies introduce ServiceNow first in the field of ITSM, and after a successful implementation they decide to try also different modules – says Marcin Tyburski, CEO at SPOC.

Time to value a key focus of ServiceNow

When innovation works, the world works. As alluded to a couple of times already, the ServiceNow Platform was designed to make work faster and easier, and as a result, reach new business outcomes and ensure maximum profit for companies.

ServiceNow allows easy integration, digitization and process automation. It ensures security, simple communication and management, and helps you to cut costs and save time. ServiceNow also increases work efficiency and customer satisfaction, optimizes cooperation and improves business performance. The Platform is an excellent tool to increase the overall process efficiency. It makes everyday activities easier for those who work for you and with you. Cloud data availability means that employees can access it at any time.

The approach of No Code / Low Code, which allows a full range of people to deliver solutions on the platform, means businesses are able to roll out applications and solutions quickly to align to changing needs. The longer-term strategic growth plans can be managed with more complex solutions prepared with the assistance of professional ServiceNow partners – such as SPOC.

Bringing all these items together helps us understand the economic impact of ServiceNow use. It was being studied by the neutral advisory agency Forrester Research. Their report “The Total Economic Impact of ServiceNow IT Applications” showed that ServiceNow implementation improved IT & employee productivity by $8.9 million per year (2019). It also reduced the impact of high-priority incidents and shorted the time of their resolving by $3 million. Reducing development and maintenance costs saved another $6 million. ROI from the implementation of ServiceNow was 229%.

Begin your ServiceNow journey and start transforming your organization with us.

Streamlined legal operations: unlock efficiency with a dedicated legal app 

The fast-paced digital landscape presents unique challenges for the legal practice, with a surge in case volumes, complex regulations, and the need for quick turnarounds. To meet these demands, you need to embrace cutting-edge technology. Dedicated apps built on the ServiceNow platform offer a promising avenue to enhance productivity, simplify workflows, and foster collaboration among legal professionals.

Corporate legal teams’ adoption of legal tech has gained momentum due to the exhaustion experienced in-house. According to Gartner, many organizations are cautious about increasing the headcount in their legal departments despite the growing workloads these teams face. This has led to a surge in interest regarding legal tech adoption. Gartner’s findings revealed that 68% of corporate legal attorneys struggled to manage their workloads in 2020, and the pressures have only intensified with the rise in business activity since then. 

As law firms recognize the need to alleviate the burden on their teams, adopting legal tech solutions becomes increasingly crucial. Building a great app for IoS and Android devices can empower legal teams to navigate the complexities of the digital era while improving efficiency and effectiveness in delivering legal services.

Meeting legal needs in a digital work environment with mobile apps

Legal professionals face many challenges arising from the increasing pace of technological advancements. The traditional methods and processes that once sufficed are no longer adequate to meet the demands of this interconnected era. Legal practitioners require dynamic solutions that adapt to their evolving needs and effectively support their daily tasks. Some of these challenges include the time-consuming nature of administrative tasks, which often distract lawyers from their core legal work. Additionally, the presence of multiple layers of communication and manual handovers can lead to information being lost or delayed, resulting in miscommunication and the potential for errors.

As legal professionals strive to navigate the complexities of a digital work environment and effectively manage client data, it’s imperative to embrace the transformative potential of legal apps. These innovative tools empower legal practitioners to streamline their legal practice, granting easy access to all your documents and enabling seamless completion of tasks on a mobile device. Embracing technology is no longer just a trend but an essential requirement to thrive in today’s fast-paced digital landscape. By harnessing the power of the best apps, which are tailored to the specific needs, legal professionals can overcome challenges, optimize their workflow, and deliver exceptional results for their clients.

Adam Bernaś, Chief Technology Officer – SPOC

How to transform legal workflow with a legal app?

At SPOC, we collaborated closely with our clients within the legal industry to develop dedicated apps, harnessing the robust capabilities of ServiceNow. These apps brought a transformative shift in their operations, eliminating the need for cumbersome paper-based processes. We thought that the best apps should be configured to support the secretarial teams in managing the lifecycle of tasks, reporting, feedback, and capabilities. And that is what we did! We addressed the specific challenges faced by the legal team and revolutionized their workflow:

  1. Streamlined request assignment: One of the primary pain points for the legal team was the decentralized inbox and service portal. The app provided a centralized mailbox, simplifying and automating the assignment of requests to the appropriate team members. It reduced the likelihood of misfiled tasks, duplication of effort, and missed assignments.
  2. Real-time task tracking: The app gave lawyers instant access to their tasks and cases, allowing them to track progress and monitor the amount of time invested in each one. This enhanced visibility, improved accountability, and facilitated efficient time management, ensuring that deadlines were met and resources were allocated effectively.
  3. Seamless communication: Integration with ServiceNow enabled seamless communication between lawyers and secretaries. By eliminating the need for manual handovers and multiple inboxes, the app provided a unified platform for collaboration, allowing swift and accurate transfer of tasks. Consequently, it reduced response times and minimized the impact on Outlook’s performance.

In addition, the app offered several other business benefits for the company. It provided a single portal with customized interactive forms, simplifying the submission process and capturing all necessary information and instructions. Mobile access allowed legal professionals to stay connected and productive while on the move. The app also automated manual processes within the team’s workflows, increasing efficiency and reducing the risk of human error. Management reporting capabilities provided valuable insights into utilization and resource planning, aiding decision-making and optimizing resource allocation.

Revolutionized operations for law firms

Dedicated apps built on ServiceNow can significantly benefit legal teams, including workload allocation, resource visibility, and enhanced efficiency. These apps automate task assignments, streamline processes, and provide real-time information access. By embracing these solutions, law firms gain a competitive edge, improve collaboration, and achieve significant business value in the digital era, being able to solve many problems via mobile phone.

We witnessed the transformative power of legal apps and Service Now in action when our clients, two leading law firms, implemented a tailored app to address their unique challenges. By leveraging this solution, they experienced remarkable improvements in operations and efficiency. With the app accessible on their mobile devices, they were able to effortlessly create documents, complete tasks, manage cases, record time, and add notes, all within a unified platform.

This comprehensive solution provided them with seamless access to vital information, enabling them to resolve cases in a fast manner, organize workflows, and enhance productivity. It’s worth checking out the ability of legal apps built on Service Now as the first step toward optimizing processes and mitigating common issues faced by law firms. By embracing these solutions, legal professionals can create, collaborate, and efficiently manage their work, unlocking a new level of efficiency and productivity.

If you and your legal company recognize the potential of such a solution, we invite you to contact us. As experts and an Elite Partner of ServiceNow, we have the expertise and experience to assist you in implementing and leveraging these dedicated apps to transform your legal operations. Contact us today at sales@spoc.eu to schedule a demo and explore how we can empower your team and drive greater organizational efficiency.

Cybersecurity in the financial sector: embracing automation and integration as Excel takes a backseat

The ever-evolving EU regulations present ongoing challenges for financial institutions. Relying solely on traditional methods like countless Excel spreadsheets falls short of ensuring robust cybersecurity measures. The time has come to embrace solutions that offer automation, seamless integration, and utmost protection.

The financial sector faces multiple security challenges and needs to meet stringent regulatory compliance requirements. Introducing the Digital Operational Resilience Act (DORA) imposes new obligations and demands on financial institutions.

To tackle these obstacles, institutions require innovative IT solutions that integrate various security aspects seamlessly and enable centralized management. Leading the way in this field, ServiceNow offers comprehensive solutions that address these needs, ensuring high security for financial institutions.

Simplifying cybersecurity implementation through outsourcing

In cybersecurity, it is crucial to consider the requirements set by the European Union. Financial institutions are responsible for implementing any EU regulations and guidelines changes. When new security requirements emerge as part of regulations, organizations must focus on understanding and implementing these changes to ensure compliance with the law.

There are two primary options for adapting to regulatory requirements. The first option is an internal process where financial institutions analyze the new requirements and determine how to adjust their procedures, systems, and infrastructure accordingly.

However, given the increasing complexity of cybersecurity issues, the financial sector increasingly turns to external partners with specialized knowledge and experience.

These external providers are well-equipped to identify and understand crucial aspects that internal processes may overlook or lose. By collaborating with experienced vendors, organizations can concentrate on their core activities while ensuring that their systems and data are adequately protected and compliant with regulations.

How to navigate the DORA challenges?

The Digital Operational Resilience Act (DORA) is a comprehensive strategy developed by the European Union to fortify the financial sector’s operational resilience against digital threats. Published in 2020, it aims to ensure security, stability, and data protection within digital financial services.

In light of these challenges, financial institutions must adapt their systems and procedures to meet the new DORA requirements and enhance the security of customer data. Many institutions grapple with this issue, relying on fragmented and non-integrated internal security systems. This is where ServiceNow emerges as a solution, enabling the consolidation of these elements into a unified platform.

ServiceNow integrates security processes into a single platform, eliminating the need for multiple systems and dismantling silos. Financial sector entities can leverage powerful tools like workflows, facilitating the effortless implementation of changes, monitoring compliance with the DORA Directive, and enabling swift response to incidents.

High level of security = data integration

Ensuring robust security is paramount for financial institutions entrusted with vast volumes of sensitive data. ServiceNow offers comprehensive solutions that effectively monitor and safeguard their systems. By integrating diverse security components into a unified platform, financial institutions can seamlessly manage incidents, identify vulnerabilities, ensure compliance with security policies, and streamline security management processes.

Information consistency plays a pivotal role in this context. Traditional approaches often rely on multiple systems and tools, resulting in fragmented information that hampers efficient analysis and response to threats. ServiceNow resolves these challenges by providing a singular source of truth.

With ServiceNow, all security incidents, whether reported by users or detected automatically, are diligently monitored and tracked within a centralized hub. It facilitates prompt identification, analysis, and response to incidents, with the capability to assign them to appropriate specialists for further action. By consolidating incident data and information within a single system, management becomes more streamlined, and complete transparency is achieved throughout the threat response process.

A key attribute of ServiceNow is its incident prioritization capability. Leveraging sophisticated algorithms and predefined rules, the system can automatically assess the severity of threats and assign priority to each incident report. This empowers organizations to focus on incidents with the highest potential impact and immediate risk, ensuring swift and effective response measures are implemented.

Streamlining security operations with automated threat detection

Financial institutions that use ServiceNow solutions can perform regular system scans to identify vulnerabilities and issues in their IT infrastructure. This enables them to assess risks more effectively and take necessary actions to enhance security. Automation eliminates manual data processing, leading to faster identification and remediation of vulnerabilities. In practice, it means fewer errors, as with spreadsheets and incomplete files.

Source: ServiceNow https://www.servicenow.com/products/security-operations/what-is-secops.html

The financial sector often faces challenges due to isolated information silos and errors resulting from manual processes. Leveraging secure and proven technological solutions like ServiceNow is highly recommended to overcome these challenges. Through ServiceNow’s platform and SecOps solution, institutions can integrate their security processes, reducing the risk of errors. Automation and centralized data within ServiceNow facilitate efficient incident management and response, enabling better handling of security challenges and improving service quality.

Tomasz Prokopowicz, Senior Project Manager, coordinating the Information Security Management System, SPOC

ServiceNow’s Security Operations (SecOps) solution empowers organizations to manage security incidents effectively. By consolidating incident reports in one place and automatically assigning them to the right specialists, organizations can respond to threats promptly and eliminate them swiftly. No more delays in information sharing! Specialized individuals or teams are immediately informed and engaged in resolving the issue.

Moreover, ServiceNow provides transparent progress monitoring for incident resolution, enabling organizations to track and report on their security activities in a better way. This supports compliance monitoring with legal requirements such as the GDPR and security standards like PCI DSS. Institutions can customize reports according to their needs and receive real-time compliance insights.

A single point of Truth for Cybersecurity

ServiceNow provides comprehensive solutions for the financial sector, integrating various security aspects into a single platform. This simplifies security management, helping institutions meet regulatory requirements, protect their clients, and respond effectively to threats.

By using ServiceNow, financial institutions can streamline their cybersecurity efforts, saving time on manual tasks. Automation and centralized data enable specialists to focus on tackling potential threats instead of searching for them. It boosts efficiency, effectiveness, and overall security outcomes.

Piotr Górnikiewicz, Business Development Manager, SPOC

ServiceNow empowers financial institutions to concentrate on vital aspects of their operations. The platform assists in identifying, monitoring, and responding to threats, safeguarding company assets, customer data, and reputation. Thanks to that, the organization can build customer trust and solidify its market position.

If your financial institution seeks expertise in implementing ServiceNow solutions, reach out to us. As a ServiceNow Elite Partner, we possess the knowledge and over a decade of experience to tailor solutions to your specific needs.

Maximizing Project Visibility and Business Value: A Deep Dive into ServiceNow’s PPM Solution

According to research, approximately 70% of companies experience project management failures. These failures can manifest in various forms, including budget overruns, missed deadlines, scope creep, and unsatisfactory project outcomes. Effective project management practices and robust tools like ServiceNow’s PPM solution play a crucial role in mitigating these risks and increasing the likelihood of project success. 

We have seen first-hand with our clients how ServiceNow’s PPM solution empowers them to manage their project portfolios effectively, enabling them to make informed decisions, streamline workflows, and drive exceptional outcomes. From daily project management tasks to budgeting and holistic oversight, ServiceNow’s PPM offers valuable insights and actionable data that help you overcome the challenges of managing multiple projects. 

From Streamlined Project Management to High-Level Oversight

At the heart of ServiceNow’s PPM lies its ability to streamline daily project management tasks. Through a simple and intuitive interface, the PPM system standardizes and tracks project activities effectively. The demand management module allows the review of project drafts, ensuring alignment with strategic goals. Within the project workspace, project status, baseline, percentage of completion, issues, risks, and tasks can be easily monitored. Gantt charts enable visualizing project progress, enhancing project management efficiency. 

Beyond daily project management, ServiceNow’s PPM proves invaluable in budgeting and identifying projects that may require attention. The system provides financial reports that offer insights into project profitability. Crucial information such as milestones, goals, project statuses, and risk outlooks are readily available, enabling proactive risk management and opportunity identification. You not only have the tools to manage risks but also to identify and capitalize on opportunities. 

Project Management ServiceNow
Source: ServiceNow

Empowering PMOs through the right project management tool 

PMOs require a bigger picture of the project landscape to align projects with strategic objectives and optimize resource allocation effectively. Navigating the project landscape solely through spreadsheets can be cumbersome, time-consuming, and prone to errors, hindering the PMO’s ability to gain holistic insights and make informed decisions.  

For Project Management Offices (PMOs), ServiceNow’s PPM presents a comprehensive overview in one centralized location. This holistic view facilitates informed decision-making, quick response to project changes, better control, and enhanced budgeting capabilities. Additionally, it enables the realization of company objectives and key performance indicators (KPIs). The user-friendly interface allows easy zooming in and out, empowering PMOs to gain deep insights into project details while maintaining a high-level overview. This is especially important in organizations that face complex project management portfolios, such as, for example, pharmaceutical companies.  

PPM tool will bring an efficient digital environment with common processes for project management approach within the full spectrum of complex Pharma projects and harmonise communication of metrics, reports and dashboards throughout our organisation.   

SPOC brought during the entire implementation a good willingness to learn and understand from our experience in every challenge trying to fulfil our requirements in managing complex projects in the Biotech industry, even though we had to postpone key topics for future releases.  

Director Head of PMO & Strategic Planning at pharmaceutical company
PPM ServiceNow

Strategic Portfolio Management: Exploring the Comprehensive Offerings Beyond PPM 

It is important to remember that PPM serves as a feature within the broader system of Strategic Portfolio Management (SPM) in ServiceNow. SPM provides a seamless framework for organizations to work fluently and effectively scale their projects by promptly identifying and addressing risks and delays. While PPM is a critical component, there are other captivating offerings that could appeal to you if you work as a PM or PMO. These include all: 

  1. Innovation Management: This feature allows employees to submit their innovative ideas, which can be voted on and commented upon by others. It also covers a basic draft of the idea for a potential project. Ideas are evaluated during company meetings to determine which ones are feasible and merit further development. 
  2. Demand Management: Before a demand can be converted into a project, this phase involves gathering comprehensive information about the potential project, including work phases, names, categories, and required resources. Once qualified and approved, the demand can be transformed into an official project. 
  3. Agile Development: While SPM predominantly supports Waterfall methodology, this feature allows users to work in an Agile environment, providing flexibility for those who prefer Agile practices. 
  4. Performance Analytics: Similarly, to other parts of ServiceNow, Performance Analytics offers enhanced reporting capabilities, delivering in-depth insights beyond traditional dashboards. This enables you to access next-level reports and make data-driven decisions. 
  5. Resource Management: This solution allows us to effectively allocate and optimize resources across projects. It provides insights into resource availability, skills, and workload, facilitating informed decisions on resource allocation. This feature maximizes resource utilization, reduces bottlenecks, and ensures that the right resources are assigned to the right projects at the right time. 
PPM ServiceNow
Source: ServiceNow

The Full Potential of ServiceNow’s PPM Across the Organization 

You need to remember that ServiceNow’s PPM is not confined to the IT department but caters to the entire organization. Implementing ServiceNow’s PPM solution gives you a clear dashboard overview, reliable project, and program information, and significant improvements in the development processes. 

ServiceNow’s PPM solution offers your organization a transformative approach to managing projects effectively. From daily project management tasks to budgeting and holistic oversight, the PPM system provides valuable insights and actionable data. Whether you’re a project manager seeking better control or a PMO aiming for strategic decision-making, ServiceNow’s PPM empowers you to maximize project visibility and achieve exceptional business value. If you want to know more about Project Portfolio Management, reach out to us at sales@spoc.eu.

SecOps: Strengthening Cybersecurity in Financial Institutions and Banks

In today’s digital age, financial firms face unprecedented cybersecurity threats that can compromise sensitive data and lead to significant financial losses. The increasing frequency and sophistication of cyber-attacks highlight the urgent need for robust cybersecurity measures in the financial sector. That’s where Security Operations (SecOps) come into play. 

SecOps is a comprehensive approach to cybersecurity that integrates security practices with operations to detect, respond to, and mitigate cyber risks effectively. It consists of the convergence and collaboration of IT security and IT operations to break down silos within the broader IT organization. The primary goal is to achieve security objectives without compromising the overall performance of IT systems.

The rising cyber risk in financial institutions

Financial services have always been prime targets for cybercriminals due to the wealth of information they possess. The financial industry has seen a surge in cyber attacks, with 71% of all data breaches being financially motivated. These attacks range from sophisticated hacking attempts to social engineering tactics to trick employees into revealing login credentials. The consequences of successful cyber attacks in the banking industry are dire, with the cost reaching a staggering $18.3 million annually per company!

One of the most prevalent threats is the deployment of malicious code, which can lead to data breaches and unauthorized access to financial data. Cybercriminals utilize advanced techniques to infiltrate banking networks, bypass security measures, and exfiltrate valuable information. Mobile devices, often used by bank employees and customers for financial transactions, have become a prime target for cyber attackers.

Ransomware attacks pose another significant threat to the banking sector. These attacks involve the use of malicious software to encrypt sensitive data and hold it hostage until a ransom is paid. Phishing attacks also remain a significant concern for banks. Cybercriminals employ deceptive tactics, such as masquerading as legitimate entities or creating convincing fake websites, to trick individuals into revealing their login credentials or other sensitive information. Phishing targets both bank employees and customers, aiming to gain unauthorized access to financial systems or personal banking accounts.

Unfortunately, the banking industry is not immune to cloud-based attacks. As financial institutions increasingly adopt cloud infrastructure for their operations, they become potential targets for cyber attackers seeking to exploit vulnerabilities within cloud environments. Breaches in cloud-based systems can result in the exposure of sensitive data and compromise the integrity of banking operations.

Robust cyber security needed

The consequences of these cyber security breaches can be severe. They can lead to financial losses, reputational damage, legal repercussions, and a loss of customer trust. With the financial industry’s interconnected nature, a single vulnerable link in the security chain can have far-reaching implications.

To combat the ever-evolving cyber threats, financial institutions must adopt a proactive cybersecurity strategy. Implementing ServiceNow SecOps practices enables banks to effectively identify vulnerabilities, detect cyber threats, and respond swiftly to security incidents. By streamlining security operations, SecOps ensures that priorities are better managed and consolidated, communication and information are integrated, and tools and technology are joined together. This holistic approach reduces the strain on resources and enhances cyber resilience.

Source: ServiceNow “Enterprise Strategy Group: Security Hygiene Report”

The banking sector frequently faces challenges stemming from isolated information silos and the risks associated with manual processes. This highlights the importance of leveraging trusted and secure technological solutions like ServiceNow. By adopting the ServiceNow platform and its SecOps solution, banks can seamlessly integrate their security processes, reducing the potential for errors and mitigating cyber security risks. The automation and data centralization capabilities of ServiceNow enable efficient incident management and response, ensuring compliance and effectively addressing security challenges. This, in turn, enhances the overall quality of services provided by banks.

Tomasz Prokopowicz, Senior Project Manager and coordinator of the Information Security Management System at SPOC

Benefits of SecOps in the financial sector

1. Enhanced Efficiency: With SecOps, you can automate key security procedures and orchestrate effective responses, saving time and reducing the reliance on manual work. By automating repetitive tasks, security teams can focus on analyzing and mitigating emerging threats, leading to increased operational efficiency.

2. Strengthened Cloud Security: The adoption of cloud infrastructure has brought numerous benefits but has also introduced new security challenges. SecOps provides a framework to minimize cloud security issues by addressing vulnerabilities, ensuring secure configurations, and implementing robust security controls. This results in fewer security breaches, fewer vulnerabilities, and a safer security environment overall.

3. Improved Application Resilience: Application disruptions can have severe consequences. SecOps helps mitigate these risks by reducing configuration errors and ensuring that changes in application code align with deployment rules. By implementing secure coding practices and continuous monitoring, you can maintain the integrity of the software systems.

4. Effective Risk Management: SecOps enables you to identify and address known vulnerabilities proactively. Your organizations can enforce compliance with appropriate standards and regulations by implementing auditing procedures. This helps protect sensitive information and reduces legal costs associated with non-compliance.

ServiceNow SecOps – a solution that looks ahead

ServiceNow provides an all-in-one platform for managing and consolidating security vulnerabilities and incidents. It offers a comprehensive suite of tools and technologies to streamline security operations, facilitate effective communication and information sharing, and automate key security procedures. With ServiceNow SecOps, financial institutions can leverage machine learning capabilities to detect and respond to cyber threats in real time, enhancing their cyber resilience.

Source: ServiceNow https://www.servicenow.com/products/security-operations/what-is-secops.html

Utilizing ServiceNow to optimize cybersecurity in banks significantly reduces time spent on manual work and improves risk management. Through automation and data centralization, employees can focus on responding to potential threats and resolving issues rather than wasting time searching for them. This contributes to increased efficiency and effectiveness, as well as achieving better security outcomes.

Piotr Górnikiewicz, Business Development Manager at SPOC

As the financial industry becomes increasingly interconnected, the cybersecurity landscape continues to evolve, making it essential for banks to stay ahead of emerging threats. By implementing SecOps practices, you can protect sensitive data, mitigate cyber risks, and maintain the trust of your customers. Investing in cybersecurity solutions like SecOps is crucial to safeguarding the integrity of financial systems and preserving their reputation. If you want to know, contact us.

Revolutionize Your ServiceNow Customer Service with These 5 Game-Changing Features

Are you looking for a game-changing solution to revolutionize your customer service experience? Look no further than ServiceNow, known for its exceptional IT service management solutions. Its CSM has a laser focus on delivering a world-class customer experience. Curious? Explore five of the most impactful features of ServiceNow Customer Service Management and how they can take your customer service to the next level and drive customer loyalty. Get ready to see why ServiceNow and customer experience are a match made in heaven.

Why is customer support crucial?

In today’s cut-throat business world, delivering exceptional customer support is no longer just a nice-to-have; it’s a must-have. Customers demand speed, personalization, and efficiency in connected digital workflows. Companies that fail to make customer service flow a breeze risk losing customers to their competitors. To meet these expectations, businesses must invest in tools and technologies that streamline their customer service operations and enhance their agents’ productivity.

One such tool is ServiceNow Customer Service Management (CSM), an advanced cloud-based platform that automates and optimizes customer service processes. Next-generation now support comes loaded with many features that can help boost agents’ effectiveness and reduce their time on administrative tasks. This, in turn, allows them to focus on providing high-quality service to meet customer expectations just by using a single platform. Interested? Take a closer look at five game-changing features of Customer Service Management that can transform your customer service operations. 

ServiceNow CSM empowers organizations to optimize digital IT workflows, streamline customer support, and respond quickly to customer requests. With its Generation Now support portal and portfolio management capabilities, CSM enables seamless service support across the enterprise, enhancing employee experiences and engaging customers effectively.

Jakub Gond, ServiceNow Developer

Feature 1: Configurable Workspace

ServiceNow CSM’s Configurable Workspace is a valuable feature for businesses looking to streamline their customer service operations and enhance productivity. With this feature, companies can create a customized workspace for their agents, providing them with a single interface for managing customer interactions. It helps reduce the time agents spend switching between different applications, services and tools, allowing them to focus on resolving customer issues quickly and accurately.

Let’s say a company’s customer service team receives a high volume of customer inquiries across various channels, such as phone, email, and chat. By utilizing the Configurable Workspace feature, the company can integrate all customer interactions and data from different channels into a single interface. This custom workspace can be tailored to the specific needs and workflows of the company’s agents, allowing them to easily access customer data, case histories, and other relevant information. As a result, agents provide faster and more accurate solutions to customer issues, enhancing the overall quality of service.

Customer Service Management Configurable Workspace
Source: SPOC

With Customer Service Management Configurable Workspace, you get optimized agents’ efficiency and enhance customer service quality. By creating a customized workspace that integrates all customer interactions and data, your company’s self-service side can reduce response time, improve issue resolution rates, and ultimately provide its customers with an exceptional service experience.

Feature 2: Automated Routing and Assignment

Automated routing enables businesses to automatically assign customer inquiries and cases to the most appropriate agent or team based on predefined criteria like skill set, workload, and availability. By automating this process, your company can reduce the time agents spend manually assigning cases, ensuring that inquiries are given to the most suitable agent or team. According to Forrester, ServiceNow CSM has increased routing efficacy thanks to this feature, leading to 18% more case deflection and 20% greater efficiency. 

Reducing the time it takes to resolve customer issues is crucial for customer experience and the business’s bottom line, as time is money. For instance, when a customer submits an inquiry about a recently purchased product through the company’s website, the inquiry is automatically routed to the customer service team based on predefined criteria such as the product category and the type of inquiry. The system then checks the workload and availability of the agents and assigns the inquiry to the most appropriate agent based on their skill set and availability. If the agent is unavailable, the inquiry is rerouted to the next available agent with the required skill set. Once the inquiry is assigned to the agent, they receive a notification on their dashboard, which prioritizes their workload based on the urgency of the inquiry. This enables the agent to quickly respond to the inquiry and resolve the customer’s issue as fast as possible, enhancing the overall customer experience.

Customer Service Management Automated Routing
Source: ServiceNow

Through this process, you can ensure that customer inquiries are handled efficiently and effectively with the appropriate agents. It improves the overall customer experience and reduces the time agents manually assign cases, freeing up their time to focus on resolving customer issues and delivering exceptional service. 

Feature 3: Knowledge Management  

ServiceNow CSM’s Knowledge Management feature offers significant business advantages by providing a centralized knowledge base that agents can use to resolve customer issues quickly and efficiently. It helps your business reduce the time agents spend searching for information, allowing them to focus on providing high-quality service to customers.

Imagine a customer contacting the company’s customer service team with an issue related to a recently purchased product. The agent who receives the inquiry searches for the relevant information in the company’s knowledge base and quickly finds an article that addresses the issue and provides a step-by-step guide to resolving it. By using this information, the agent can quickly and accurately resolve the customer’s issue, resulting in a positive experience for the customer.

Customer Service Management Knowledge Management
Source: SPOC

As the knowledge base continues to grow, it becomes an increasingly valuable resource for agents to use when resolving customer issues. Agents can easily search for information based on keywords, tags, or categories, making it easy to find the information they need in no time. By streamlining the process of finding relevant information, businesses can help their agents provide a more efficient and effective customer service experience, leading to increased customer satisfaction and loyalty.

Feature 4:  Automation and Insights

The rise of automation in customer service is undeniable, with industry experts predicting that 40% of all customer interactions will be automated by the end of this year. ServiceNow CSM is keeping up with this trend by offering automation and insights capabilities to businesses. 

By automating routine tasks and workflows, the platform reduces the time agents spend on administrative tasks, freeing them to focus on more complex issues that require their expertise. This not only improves the productivity of agents but also ensures that they are able to provide faster and more accurate resolutions to customer issues, resulting in a better customer experience. 

Customer Service Management Automation and Insights
Source: SPOC

ServiceNow CSM’s insights capabilities give your business real-time visibility into customer service operations. It enables you to identify areas for improvement and take proactive steps to address potential issues before they become major problems. By continuously improving your operations, your company can not only improve customer service but also gain a competitive advantage in your industry.

Feature 5: Proactive Service

Being proactive is always better than being reactive, and ServiceNow CSM understands this. The platform’s proactive service features help your company to identify and address potential issues before they escalate, improving the customer experience and reducing the workload on agents. 

Example? ServiceNow CSM can monitor customer interactions and send alerts to agents when a customer is experiencing an issue, such as a slow response time or a failed transaction. This proactive approach allows your agents to reach out to the customer and offer assistance before the problem worsens. By resolving issues proactively, you can reduce the number of cases that agents need to handle, freeing up their time to focus on more complex issues and providing exceptional customer service. Ultimately, this approach enhances customer satisfaction and loyalty while saving time and resources.

CSM - proactive customer service
Source: SPOC

ServiceNow Customer Service Management: The Key to Gaining a Competitive Advantage

Exceptional customer service is a must to stay ahead of competitors. ServiceNow CSM offers a variety of features like the Configurable Workspace, automated routing and assignment, knowledge management, automation and insights, and proactive service that enable your business to provide high-quality service to customers efficiently and effectively. By implementing ServiceNow CSM, you can streamline customer service operations, reduce administrative tasks for agents, and improve their ability to resolve customer issues quickly and accurately. This results in exceptional customer service that drives customer loyalty and boosts retention rates, giving your company a competitive edge in the market. 

Do you want to transform your customer service with ServiceNow CSM and see the difference it can make for your business? Contact us for more information at sales@spoc.eu.

What’s new in ServiceNow Utah release? Top 5 new features you must know about

It’s release time again – named after Utah, a known state in the western United States, brings what ServiceNow is most appreciated for – innovation. A lot of exciting capabilities, new features and products in the latest version of the enterprise service management platform were designed to make your work easier, faster and better. Other focus areas were fixing the problems from previous releases and enhancing the efficiency of the platform. On March 22nd, 2023, in the early spring, shortly before sego lilies, Utah’s official state flowers, start to bloom, ServiceNow made the Now platform Utah release generally available for everyone.

If you don’t feel like reading ServiceNow release notes or still have doubts about whether to update the ServiceNow Platform to the latest version or not, today is your lucky day. We prepared a list of the most important features that can be useful for your business growth and simplify experiences for a smarter way of working. We did the same with the previous San Diego release. ServiceNow wants to help organizations do business and drive outcomes faster in the uncertain world economic times – and the Utah release meets the goals perfectly.

Let’s have a closer look at the actionable insights about key features of the ServiceNow Utah release below.

Workspace Builder

Workspace Builder is a new application introduced in the Utah release. Being a part of App Engine Studio, it is without a shade of doubt one of the most useful and powerful new tools in this release. 

Workspace Builder uses what ServiceNow is the most known of – low-code, no-code solutions. Using ServiceNow, you can easily create your own applications, and now you are also able to create workspaces with just a single tap. How to do it? After opening App Engine Studio, you can add experiences to our application. Experiences are the user interface template available and prepared by ServiceNow. Workspace is one of them. Using Workspace Builder, you can create, manage and preview workspaces. This easy and intuitive tool enables creating dashboards in the homepage section simply by using drag and drop, without writing any code. It allows users to move the widgets or add new elements like filters, headings, lists and so on. It is also possible to configure the data visualization, by changing the source or adding new conditions and other settings. Users can also track the records and usage with Dashboards with Analytics Center. 

When you are done with building a workspace, when the data you display in the dashboards is ready to be published, you can also preview how it will look on the platform.

Omnichannel Callback for Customer Service Management

Another new and useful feature in the Utah release that is definitely worth telling about, is Omnichannel Callback for Customer Service Management. This solution can be really helpful for you and your customers. Why? Because it enables a callback option for customers when there’s a long waiting time to reach a live agent or all the agents are unavailable. As a result, it improves customer experiences and satisfaction, helps to reduce costs and shorten customer service time.

How does it work? A customer is just putting all the data in the Customer Service Management portal – such as name, phone number, type of issue, description and the reason for the callback. Customers can request a callback at a time that best suits them. It can be as soon as possible or later, at the exact date and the exact time they choose. There is a  full workflow of how the agents are assigned to the callbacks and how they are working with the customers.

If there is integration with another tool, for example, Zoom, the customers have also an option to have the callback messages go via it. This is why this tool is also omnichannel.

There is also a powerful ServiceNow-native tool that will make this and all the future releases smoother and less time-consuming. The name you should remember is Automated Test Framework. Thanks to this application you can automate the vast majority of your backend-side tests and – as a result – save your time and stay well protected during your upgrades. Sounds interesting? Read about our automated testing services.

Przemysław Girguś, QA Servicenow Lead

Task bundling in Field Service Management

Task bundling means grouping the tasks that are similar to each other. In the Utah release, dispatchers can now bundle all the tasks into one logical group. They are also able to track, start and update them, and assign them at once, instead of individually. Thanks to this solution, agents can save a lot of time and improve their efficiency.

After logging in as a dispatcher and going to your workspace, you can see the list of all your tasks. When you decide which ones are going to be bundled together, you choose the “Create bundle” button. After that, you can add other tasks or remove the existing ones. There is no limitation when it comes to the number of tasks, you can change the order and group them by various criteria.

After the creation, the bundle tasks must be assigned to selected agents who see them separately. The agent focuses on several tasks, while the dispatcher, at the same time, focuses on the bundle. When the task is updated, the dispatcher knows about it because the bundle is updated automatically as well. Thanks to it, the whole process can be followed.

Is your goal to maximise ROI from your ServiceNow platform in these uncertain times? We have useful tips right here, download the ebook and plan your next steps.

Workforce Optimization for HR

Nowadays, we observe a growing trend of usage and demand for HR service delivery applications. Workforce Optimization is ServiceNow’s response to this trend and a completely new application in Utah release. It is a tool destined for HR managers, that gives them one place to understand and optimize work performed by employees. In the manager workspace, you see all cases assigned to your team that can be also sorted out by status, source and so on. You can see your team calendar, check and add new events, manage shifts, and approve requests. You are also able to track work assignments for your team. Furthermore, thanks to Workforce Optimization, it is possible to increase your agents’ potential by empowering them with the skills needed to succeed by learning management platforms and adding new skills.

By all this work – optimizing schedules, work assignments, managing time of the request or providing skills – HR managers can develop high-performing teams and maximize the productivity and the quality of work. Thanks to all of it, companies can perform at the highest level and achieve their business goals and maximum outcomes.

ServiceNow’s Utah Release focuses on optimizing organisations efficiency and accelerating profits from the platform usage by developing more and more low-code / no-code solutions and features.

Tomasz Machaj, Senior ServiceNow Solution Consultant

Favourites Grouping and Multi-Menu Filtering

Last but not least – there are small but really smart new features available in the Utah release. Favourite grouping and Multi-Menu filtering are already available in the next experience UI. This may be a minor change but is also a very helpful one. Thanks to these new ServiceNow features, users can easily find appropriate and engaging content like applications, modules and other stuff on the platform. It is a long-awaited modification for everyone who works with the Now Platform. 

In the Favorites menu, it is possible not only to see some favourite groups and put modules inside them but also to edit them. You can create new custom groups, modify existing ones, manage the position and change the order to visualize the modules. If you need to find something on the platform, you can easily search terms by writing it down and the platform will be looking for it in the multi-menu. You don’t have to filter each menu individually anymore. You get the search results from that menu as well as the other menus you have access to, and therefore you are able to find what you are looking for.

Wondering how to choose the best ServiceNow partner? Check these 10 things before you decide.

Upgrade to ServiceNow Utah release

Utah is known as The Beehive State. The beehive is a symbol of teamwork, hard work, unity and a community, where all the people – like bees – work together to create a successful system but also help and support each other. The features of the ServiceNow Utah release correspond to these values – they enable team-building, successful cooperation and goal achievement, making your organization constantly grow. This is the reason why the Utah release is probably the greatest version of the ServiceNow platform so far.

If you want to upgrade your ServiceNow to Utah release and discover brand-new possibilities or learn more insights into how the new Utah release can benefit your organization, do not wait and contact us – your ServiceNow Elite Partner. The new version – Vancouver – will be released in the third or fourth quarter of the year. 2024 will be the year of Washington.

If you want to stay on the top, do not wait anymore and use these new ServiceNow products, services and features. Prepare for the upgrade now.

Service Portal with an E-commerce Feel? Design cues in the digital era

As we continue to navigate the digital era, one thing has become clear: user experience is king. It does not matter anymore if you are designing an intranet page or web store – all companies must prioritize visual appeal, user interface, and ease of use when it comes to their online presence. And nowhere is this more critical than in the business and workspace. Yes, ServiceNow with its Service Portal or Employee portal counts as well!

Service Portal – user experience and user interface

User experience and user interface are crucial in designing a webpage as they directly impact how users interact with and perceive the website, ultimately determining its success or failure. Traditionally, service portals have been clunky and utilitarian, focused solely on getting the job done as quickly and efficiently as possible. But with the rise of e-commerce, there’s been a shift towards creating a web design with an e-commerce feel and user-friendly interface.

Design plays a crucial role in the success of any webpage, as it directly impacts the user experience and influences the likelihood of conversions, clicks, and overall success. How can you translate e-commerce design into Service Portal design? Well, for one, it means focusing on the user experience. Good e-commerce is designed with the customer in mind, making browsing, searching, and buying products quick. Service portals can adopt the same approach, making it simple to find what they need and get the help they require quickly.

Efficient access to data is critical to any solution, and incorporating user experience and user interface into ServiceNow design ensures that users can easily and effectively access the data they need. By treating ServiceNow’s design like consumer products, we can modify and improve the experience to better serve your customers.

-Jacek Witek, UX Designer

Clean and Clear Navigation

A clear and easy-to-use navigation menu helps visitors find what they are looking for quickly, reducing frustration and making it more likely they will complete their purchase.

How can you translate it into a Service Portal design?

To achieve successful navigation in ServiceNow portal design, consider organizing the portal logically and intuitively, for instance, grouping related services together, and ensuring the header menu is prominently displayed on every page. Descriptive labels and subcategories can help users find what they are looking for more easily.

source: Decathlon
source: Garmin
Image: example of clear navigation in the Service Portal

Strong Visuals

High-quality product images, videos, and interactive 360-degree views can help shoppers enhance confidence in their purchase decision and increase engagement. 

How can you translate it into a Service Portal design?

Service portals can take a similar approach, using visual hierarchy and design cues to the user experiences, making the Service Portal’s layout feel more polished and professional. You should use clear, high-quality images and videos showcasing the services. For example, a Service Portal for IT might include images or videos of computer hardware, software, or cloud computing and data storage. Achieving a proper balance and ensuring that the visual elements are logical is crucial. In some cases, incorporating contemporary icons and colour schemes may suffice.

By providing visuals that accurately represent the services, users can better understand what they are requesting and feel more confident in their decisions.

source: SMEG
source: Marshall
Image: Example of strong visuals in the Service Portal

3 reasons you should migrate from Service Portal to Employee Center now

Consistent Branding

A consistent visual identity across the website can create a sense of trust and reliability with the brand while also establishing a memorable brand image.

How can you translate it into a Service Portal design?

Choose a colour scheme, typography, and iconography throughout the portal. For example, if your company logo is blue and white, the portal’s colour scheme should use the same shades of blue and white to create a cohesive visual identity. Being consistent with design elements such as buttons, forms, and icons can help develop a sense of familiarity and ease of use. Another critical aspect of creating a visual identity in a Service Portal is using high-quality graphics and images that align with the brand’s aesthetic and reflect the brand’s personality and values.

In addition to visual elements, you need to ensure that the tone and language throughout the portal align with the organization’s voice and messaging. This can create a coherent user experience and reinforce the brand’s identity and values.

source: CoffeDesk
source: ZARA
Image: example of consistent branding in Service Portal

Discover 7 ways to improve your ServiceNow Platform User Experience in >>EBOOK<<

Responsive Design

A responsive website design that adapts to different devices, screen sizes, and orientations ensures the site is accessible and easy for all users to access.

How can you translate it into a Service Portal design?

ServiceNow has built-in functionality that allows Service Portal to adapt to different devices and screen sizes. It provides a range of responsive design features and techniques, such as fluid grids and media queries, that allow you to create a flexible and adaptive design. In addition to the built-in responsive design features, you can also use tools and resources to develop accessible and mobile-friendly portals. For example, ServiceNow offers documentation on best practices for designing accessible portals and provides testing tools to ensure the portal is optimized for mobile devices.

source: ZARA
Image: example of responsive design in Service Portal

User-Friendly Search Functionality

A search function that allows users to find products quickly and easily can improve the overall user experience and encourage visitors to stay on the site longer.

How can you translate it into a Service Portal design?

Implement an intuitive search bar that is easy to locate and use. The search bar should be placed prominently on the portal’s homepage and designed to be visible. Additionally, the search bar should provide users with relevant search suggestions as they type, helping them quickly narrow down and customize their search results. If the results are not promptly displayed, users may discontinue using it. To improve the accuracy of search results, you can utilize auto-complete, synonym matching, and natural language processing. These features help ensure the search function is accurate and returns relevant results, improving the overall user experience. Additionally, allow users to sort and filter their search results based on different criteria to help them quickly identify the most relevant results. ServiceNow’s AI-powered search with natural language processing can perform various tasks, including but not limited to understanding and interpreting user queries expressed in natural language.

source: Amazon
source: Marshall


Personalization in e-commerce usually means tailoring the offer to the user, such as displaying recommended products on the homepage, using a general principle like Google Ads, i.e., personalized marketing.

How can you translate it into a Service Portal design?

Personalization within the ServiceNow platform is typically done at the group or role level. The goal is to present the user with relevant information about their job functions or responsibilities. For example, an employee logs in to the Service Portal, and depending on their role in the organization, they may see a customized homepage that features specific services, forms, or knowledge articles that are relevant to their job duties. This could include different categories of information, such as IT support, HR services, or facilities management. However, it’s important to note that personalization within ServiceNow is not as extensive as what you might find in a dedicated e-commerce platform. The focus is primarily on providing users with the information they need to do their jobs effectively rather than tailoring the user experience to drive sales or conversions.

source: Apple
source: Garmin

Are you more into Social Media? Discover how to give your Service Portal an Insta-feeling.

10 Service Portal design mistakes

  1. Poor Navigation: Complicated, unclear, or difficult-to-use navigation menus can create confusion and frustration for users, leading to a negative user experience.
  2. Slow Loading Time: Long loading times can lead to user frustration and abandonment, especially on mobile devices where users expect fast load times.
  3. Overwhelming Design: Overuse of images, colours, or graphics can create a cluttered and overwhelming design that can be difficult to navigate and may distract from the main content.
  4. Inconsistent Design: Inconsistent branding or design elements across the portal can create a lack of coherence and may cause users to lose trust in the site.
  5. Complicated Forms: Lengthy or complicated forms can be intimidating and may discourage users from completing important actions.
  6. Poor Readability: Poor font choices, small font sizes, or lack of contrast between text and background can make it difficult for users to read the content on the portal.
  7. Lack of Mobile Optimization: A lack of mobile optimization can lead to a poor user experience for mobile users, who may struggle to use the portal on a smaller screen.
  8. Limited Accessibility: A lack of accessibility features, such as support for screen readers or keyboard navigation, can make it difficult for users with disabilities to use the portal.
  9. Unclear Call-to-Actions: Unclear or confusing call-to-actions can create confusion and may prevent users from taking important actions and abandoning the portal.
  10. Poor Search Functionality: A search function that returns irrelevant or inaccurate results can frustrate users and discourage them from using the portal.

Don’t worry if you find any of these ten issues in your Service Portal. It’s never too late to turn things around with the help of experienced UX designers and ServiceNow partners who can provide the necessary tools and guidance to achieve exceptional results. Book a meeting to discuss your improved future Service Portal.

Transforming your  business with digital maturity: From chaos to success

What are we talking about?

As a business leader, you’re likely too familiar with the challenges that come with digitalization. Investing in digital technologies is crucial to staying competitive in today’s fast-paced business environment. To make sure that your organization is making the most of the digital investment, you need to look into your organization’s digital maturity.

When managing the ITSM landscape, it’s easy to get caught up in day-to-day operations and lose sight of the bigger picture. But as a leader, it’s essential to take a step back and evaluate your organization’s overall digital maturity. While you may have some strong areas in your ITSM, there may also be parts where you need certain implementations or solutions. The key to identifying these areas is conducting a comprehensive and integrated assessment of digital capabilities.

Overcoming digital technology challenges in the digitalization process

Digital maturity measures an organization’s proficiency and sophistication in utilizing digital technologies to support its business objectives. Assessment of digital maturity provides a clear understanding of your organization’s current digital state and identifies improvement opportunities. With this knowledge, you can make informed decisions about where to invest and how to achieve the most significant business impact.

But why is it so important to have a good understanding of your organization’s digital maturity? For one, it’s vital for making progress. Without a clear understanding of where your organization stands in terms of digital maturity, it’s difficult to set goals and measure progress. To identify areas for business improvement and stay competitive in the digital future, companies must assess their digital maturity and implement a broad range of new technologies in their digital strategy. An assessment provides a benchmark for tracking that progress and measuring the success of digitalization initiatives. There are several primary challenges that you may face when trying to implement digitalization across your company. Some of these include: 

  • Silos within the organization: It is hard to break down silos within the organization, which can impede the flow of information and hinder the implementation of digitalization initiatives. 
  • Costs: You may struggle with the costs associated with digitalization, such as new technology, training, and hiring specialized personnel. 
  • Problems with information sharing: You can see a lack of standardization and data silos, which can make it challenging to implement digitalization initiatives. 
  • Lack of equal level of digitalization across the organization: You may need help ensuring that all parts of the organization are at the same level of digitalization. 
  • Focusing on resolving current problems rather than on long-term goals: You may need help with resolving current issues rather than on long-term goals. 
  • Chaos: You can face challenges in navigating chaos within the organization, making it difficult to push forward. 
  • Difficulties with planning a budget when there are differences in digitalization: You may need help with planning a budget when there are differences in digitalization across the organization, which can make it difficult to allocate resources. 
  • Low or no engagement from the employees: You may struggle to get engagement from employees, which is another obstacle in implementing digitalization initiatives.
Resource: ServiceNow

Digital transformation and digital maturity assessment

The first step is to understand your organization’s digital maturity and how to achieve it. You can use the insights from such an assessment to make informed decisions and drive real change within your organization. The ability to navigate chaos is admirable, but it’s not necessary. You can take control and lead the organization towards true digital transformation with the right approach and evaluation.

Being part of a company can make it more difficult to ensure that a digital maturity assessment is objective. This is because employees may have a vested interest in the outcome and may be less likely to identify and address areas of weakness or inefficiency. Additionally, employees may be less likely to speak out or raise concerns if they feel that doing so could negatively impact their job or their relationships with their colleagues or superiors.

An external digital maturity assessment can provide valuable benefits such as objectivity, expertise, experience, and fresh perspective. It can help your organization to make sure that the assessment is unbiased and that the results are reliable and actionable.

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

One way to mitigate these risks is to hire an external consultant or company to conduct the digital maturity assessment. A third-party assessor is less likely to be influenced by internal politics or biases and can provide an objective perspective on the organization’s digital maturity. Additionally, it can bring expertise and experience from other companies and industries, providing valuable insights and best practices to your organization.

How to address the digitalization challenges

To really make sure that you have the right picture of what is needed to be done, you still need a digital maturity assessment, and that is where you should start. After mapping your organization’s challenges, you can take the following actions:

  1. Break down silos: Encourage cross-functional collaboration by setting up cross-functional teams, promoting open communication, and breaking down physical and organizational barriers.
  2. Control costs: Develop a detailed digitalization initiatives budget and closely monitor expenses. Prioritise projects based on their potential business value, and be prepared to adjust plans and cut costs if necessary.
  3. Achieve digital maturity across the organization: Develop a digital maturity model that can be used to benchmark different parts of the organization. This helps identify areas that need improvement and prioritize resources accordingly.
  4. Long-term vision: Develop a long-term vision for digitalization and align digital initiatives with overall business objectives to ensure that all parts of the organization are on the same page and working towards the same goals.
  5. Navigate chaos: Implement a project management framework to help keep digital initiatives on track and manage priorities.
  6. Plan budgets: Develop a flexible budgeting process that allows for adjustments as digitalization initiatives evolve. This will help to ensure that resources are allocated to the most critical projects.
  7. Engage employees: Involve them in digitalization by providing training, promoting open communication, and recognizing and rewarding their contributions.
  8. Communicate progress and success: Communicate the progress and success of digital initiatives to employees, stakeholders and the board to keep them informed and engaged.

Addressing the digitalization challenges may require a combination of different approaches and continuous adaptation. Also, it’s essential to remember that digitalization is an ongoing process, and it’s vital to evaluate and adapt the plan as the digital landscape and the organization’s needs are changing. 

Light-keeper or business influencer? Become digital transformation!

In today’s fast-paced business environment, the decision-makers must choose whether to be an orchestrator of chaos and a light-keeper or a business influencer. By investing in a digital maturity assessment, you have the power to become a business influencer, make informed decisions and drive real change within your organization. 

Resource: SPOC

When all parts of a company are digitalized at the same level, it enables the organization to work more efficiently, collaborate more effectively, be more agile, make better decisions, improve governance and compliance and be more scalable. All of which are key factors for organizations to achieve their business goals and stay competitive in today’s digital landscape. By taking a holistic approach to digitalization, you can ensure that all aspects of the organization are aligned with the overall business objectives and that digital transformation is driven by your organization’s needs. 

READ MORE ABOUT Holistic approach here: Digitalization done right – how to enable a holistic approach for your organization.

Remember, you are not alone, you can always get help in evaluating your situation – we’re here to help. Contact 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:

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. 

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

Piotr Górnikiewicz – Senior Account Executive