top of page

Empowering Your Business with ServiceNow Solutions

Our Solutions

ServiceNow Human Resources Service Delivery (HRSD)

HRSD refers to Human Resources Service Delivery, typically facilitated by platforms like ServiceNow HRSD, which aims to create a more efficient, employee-centric HR function. This enhancement improves overall workforce productivity and satisfaction.

​

The demand for HRSD solutions is driven by a need for greater efficiency, enhanced employee experiences, the rise of remote work, and better technology integration. HRSD platforms offer various capabilities, including:

​

  1. Case and Knowledge Management: Facilitates the handling of employee inquiries and information management.

  2. Employee Journey Management: Manages lifecycle events for employees and managers, utilizes AI for training and employee feedback to improve HR functions.

  3. Employee Center and Manager Hub: Provides focused resources for employees and tools for managers to drive team success.

  4. Employee Relations: Supports risk management by allowing employees to report concerns anonymously.

  5. Alumni Service Center: Offers networking opportunities and job listings for former employees.

  6. HR Agent Workspace: A specialized workspace for HR professionals.

  7. Employee Document Management: A system for storing and managing sensitive documents with set retention policies.

  8. Universal Requests: Streamlines service requests across departments using AI to direct inquiries.

  9. Issue Auto Resolution: Uses AI to quickly provide information and resolve issues.

  10. ServiceNow Voice: Allows case creation via phone calls.

​

​

Admin Workspace for Service Providers: Enables management of customer views and actionable data insights.

Overall, HRSD platforms are implemented to streamline HR operations, enhance employee services, and support effective management across an organization.

ServiceNow IT Service Management (ITSM)

ITSM, or IT Service Management, facilitated by platforms like ServiceNow, enhances how businesses deliver IT services, leading to improved efficiency, effectiveness, and user satisfaction. The core problems ITSM addresses include streamlining IT operations, increasing agility, reducing silos, enhancing service quality, offering self-service options, and lowering operational costs. These improvements support digital transformation initiatives within organizations.

​

The goals of ITSM are to establish effective workflows that enhance team empowerment, boost productivity, and improve employee satisfaction. Key benefits of ITSM include:

  1. Improved IT Productivity: Leveraging machine learning (ML) to optimize service delivery.

  2. Consolidation of IT Services: Reducing costs and eliminating redundancy by centralizing IT services.

  3. Enhanced Visibility: Gaining clearer insights into IT processes and services.

  4. Accelerated Changes: Enabling rapid development and deployment of services at DevOps speed.

  5. Compliance with ITIL 4 Standards: Ensuring that service delivery aligns with industry best practices.

  6. Automation of Core Service Processes: Enhancing efficiency and boosting agent productivity.

  7. AI-Powered Employee Experiences: Utilizing AI to improve user interactions and satisfaction.

  8. Increased Change Throughput with Minimal Risk: Using AI to manage changes more effectively, reducing risks and overhead.

  9. Anticipation of Trends: Using AI to predict and respond to IT trends, thereby enhancing staff productivity.

  10. Operational Improvements: Identifying and implementing strategies to enhance workforce effectiveness and process efficiency.

​

Overall, ITSM focuses on optimizing IT service delivery to drive significant organizational improvements and support business transformation through technology.

ServiceNow IT Asset Management (ITAM)

Businesses need IT Asset Management (ITAM) primarily to monitor, control, and mitigate risks associated with software spending, which can often be wasteful due to disconnected tools and poor organizational communication.

​

Key aspects of ITAM include:

  • Unified Data Model: ITAM provides the ability to view all assets within a single platform, facilitating actions across different platforms and domains.

  • Single Platform Management: Manages the full lifecycle of technology assets on one platform, enhancing visibility and control.

  • ​

Use Cases:

  • ITAM addresses hardware, cloud, software, and enterprise asset management needs, ensuring comprehensive asset oversight.

​

Core Questions ITAM Answers:

  • What software do I own?

  • What do I need?

  • Am I prepared for audits?

  • Am I effectively using what I have?

​

How ITAM Works:

  • Inputs: Includes purchase information and inventory data.

  • Content Service: Normalizes data which then feeds into IT Operations Management (ITOM), IT Service Management (ITSM), IT Business Management (ITBM), and HR, aiding in overall asset management.

  • Compliance Positions: Identifies discrepancies between licenses owned and deployed.

  • Actionable Insights: Provides recommendations, like revoking unnecessary licenses to generate savings.

​

Specialized Tools within ITAM:

  • SaaS License Management: Detects and optimizes SaaS subscriptions using pre-built modules in ServiceNow.

  • Cloud Cost Management: Helps visualize and optimize cloud spending.

​

Benefits:

  • ITAM significantly improves efficiency and reduces risks related to asset management. It can swiftly reduce SaaS spending by connecting directly to spend data via APIs, optimize unknown software spending within weeks, and manage enterprise software spending and audit risks over months.

​

Overall, ITAM is crucial for businesses seeking to ensure effective use of software and hardware resources, optimize costs, and prepare for compliance challenges.

ServiceNow Customer Service Management (CSM)

Customer Service Management (CSM) aims to balance cost reduction with maintaining or enhancing customer experience. It focuses on efficient service delivery through self-service options and integrated backend processes that automate and orchestrate tasks, thus resolving customer issues more quickly.

​

Key aspects of CSM include:

  • Streamlining operations across front and back offices to improve service efficiency.

  • Enhancing customer interactions through an omnichannel approach, including virtual agents, customer portals, and engagement management tools.

  • Empowering agents with real-time information and tools like AI and machine learning, guided decisions, advanced work assignment, and configurable workspaces.

  • Optimizing workforce management with features for channel management, scheduling, and forecasting.

​

CSM drives improvements in customer service by:

  • Enabling self-service: Customers can resolve their issues without direct interaction, reducing operational costs.

  • Automating resolution processes: Speeds up service delivery and reduces the burden on customer service staff.

  • Delivering consistent customer experiences: Ensures that every interaction is handled efficiently and effectively, which can reduce customer effort, decrease resolution times, and prevent potential issues before they arise.

  • Increasing customer retention: By improving the overall service experience and treating customers as valued individuals, not just numbers.

​

CSM's effectiveness is enhanced through integrations with other suites on the same platform, utilizing performance analytics and Customer Service Data Management (CSDM) to inform strategies and improve outcomes. These capabilities are crucial for businesses aiming to deliver seamless and cost-effective customer service while maintaining high satisfaction levels.

Why Choose AuxSource Inc. for Your ServiceNow Needs?

At AuxSource Inc., we offer Team-Based Experience. Meaning, when you hire us, you're not just getting a developer; you're tapping into the collective knowledge of an entire team. Our team brings together diverse skills and expertise, ensuring that your project benefits from a wide range of perspectives and insights. From developers to consultants, our team members collaborate seamlessly to deliver innovative solutions tailored to your unique needs.

​

We are dedicated to empowering your business with ServiceNow solutions that will help you achieve your goals and drive success. We have a proven track record of delivering outstanding results and providing exceptional customer service. Contact us today to learn how we can help your business thrive.

bottom of page