Do you feel like you’re getting full ROI from your ServiceNow implementation? There’s no doubt that this popular CMDB can give organizations serious business and financial benefits. Forrester’s total economic impact report for ServiceNow highlighted major savings and wins such as:
- Increase in IT team capacity by as much as 20%
- Multi-million-dollar savings at large organizations
- Infrastructure cost savings to the tune of $4 million at large companies
- Many millions of dollars saved through automation
- Improved end-user satisfaction scores
All the same, ServiceNow is not cheap – indeed it’s one of the more expensive CMDB’s on the market. And this means that any organization which selects it as their tool for IT service management should expect major benefits fast.
An obvious way to do this is to configure or customize the tool to your business’s needs – but this isn’t the only option. Let’s look at ways ServiceNow’s ROI can be increased and how you can do it.
Ways ServiceNow can be enhanced to improve ROI
Until now, there have essentially been three key ways of extending and enhancing ServiceNow to get greater ROI for your business:
1. Configure the platform
For those who don’t wish to extend ServiceNow out of the box too far, configuring ServiceNow by doing things like adding extra drop-down lists, finding ways of allowing different access levels and permissions or adding responsibilities to different groups has been the way to go.
But there are limits to configuration: ultimately, you end up with little more than out of the box technology.
2. Customize the platform
Every business is different. Therefore many organizations conclude that they should customize the ServiceNow platform in order to create new functionality. Customization involves some coding and changes to the code base – adding new business rules and making changes to the UI or client scripts.
But there are limits to customization: ServiceNow gets updated a couple of times per year. If you change the underlying code, there’s a high risk that your customizations will end up breaking ServiceNow when upgrades arrive.
Buy ServiceNow’s add-on’s and extensions
If you want to extend ServiceNow without the risk of changing any of the underlying code, you might consider investing in ServiceNow’s own in-house extensions. For example, if you want to find out crucial information about your IT assets or access data held in third-party platforms, you could consider investing in ServiceNow’s Discover tool.
But there are limits to buying ServiceNow’s extensions: While these extensions are safe and secure, they come at a high cost – on top of an already expensive ServiceNow license. What’s more, tools like Discover don’t allow for bi-directional information flows. You can collect data from your network, but you can’t send data and commands back the other way.
Extend ServiceNow with true integration for serious ROI
Out of the box, ServiceNow provides multiple benefits and is a clear leader when it comes to offering improved IT services. However, ServiceNow remains fairly restricted when it comes to integrating with other applications – and that’s a real drag on your ROI.
While it’s great you can receive notifications from your users and applications about problems, you still have little power when it comes to resolving them. You still have to manually go and find out what’s wrong, opening different apps and hardware to discover the solution. Out of the box, ServiceNow gives you a tool to get alerts about problems – yet it doesn’t give you a tool to solve them.
Following years of experience working with ServiceNow and similar CMDB’s, we built eBridge to provide the ROI gamechanger that ServiceNow needs. ebridge is a tool that allows you to connect ServiceNow with your other enterprise IT monitoring apps – for cybersecurity, analysis, monitoring, HR and more – and allows bi-directional communication and actions between ServiceNow and those other apps.
For example – you get a notification from your Nagios instant which alerts ServiceNow that a crucial switch has been turned off. Now, with ServiceNow out of the box, this alert would appear, but you’d still have to physically go and seek out the problem – initially by opening up Nagios. However, thanks to ebridge’s true bi-directional capabilities, you don’t need to leave ServiceNow to do that. From right within the interface, you command Nagios to solve the problem, and eBridge sends back that command.
ebridge: the true solution for ServiceNow ROI
While ServiceNow is an incredible tool for IT managed services, it lacks important functionality out of the box. Standard configuration is safe, yet offers little power. Customization is useful yet risky. And of course, ServiceNow’s own extensions are expensive and have serious limitations.
And that’s why we built ebridge. For a significantly lower price point than ServiceNow Discover, you get all the same tools plus the added power of true bi-directional IT management.
Ready to see how ebridge would help your organization access the true ROI of ServiceNow? Contact us today for a free trial.