Service Management and ServiceNow
MINDSPIRE Consulting provides comprehensive Service Management (SM) consulting services and delivers professional SM solutions.
Our company is a solution provider of the market leading cloud-based ServiceNow suite, a capable service management platform to digitalize and automate enterprise level processes.
By building up a service catalogue, designing standardized processes, setting-up KPIs, and defining measurement processes, client satisfaction can be increased, and the operation of the entire organization can be more transparent and cost efficient.
Discover how MINDSPIRE Consulting’s professional Service Management solutions and know-how can significantly improve your organization’s service delivery capabilities!
Service management challenges
Based on our service management consulting experience the most common issues which our clients face with before building a service-oriented operation are the following
Unclear definitions about which tasks should be served by the different business units.
Service attributes, such as priority requests and SLAs (Service Level Agreements) are not defined.
Different communication channels are used (e.g., telephone, e-mail), which must be managed in parallel by the fulfillers.
Managers have unclear picture about the quality of the services provided by their department.
Due to the above challenges:
1. Clients who need support are not confident about where and from whom they can request assistance. As a result, employees receive inquiries in various topics and many of them are outside of their competence.
2. Requestors have limited or no information about the status of their requests, and the time when they will receive feedback. As a result, both the requestors and the providers are often frustrated. Requestors are continuously asking about their request, and the service providers cannot prioritize their tasks.
3. The workload is not balanced between the employees and the substitution of the colleagues is challenging.
4. Reliable reports are not available to present information to the management and to analyze the current service processes and define actions to improve those.
Even when a company has already implemented a tool to support their service management processes, there might be other questions to consider:
- Do they have the capability to continuously develop processes, and to evolve the maturity of their service management capabilities, or only a ticketing system is in place?
- How does the current IT architecture look like? How many data sources have to be used and consolidated with manual work to provide reliable reports? Is it possible to replace obsolete tools and consolidate those to a single platform with a unified and harmonized data model?
- How many manual processes are in place, that can be automated, improved with integrations or redirected to self-service to achieve a more optimal utilization of the available resources?
- Do they have the capability to quickly implement new technologies, like discovery tool, omnichannel, chatbots, and other solutions? How flexible is the current solution in managing developments and change requests?
- Last but not least, can the current solution keep-up the pace with the regulatory changes, and stay compliant with the actual IT security standards and audit requirements (e.g., reliable Configuration Management Database, regulatory reports?)
Why choose MINDSPIRE’s Service management consulting solutions?
Relying on our extensive references in the financial and banking industry, MINDSPIRE Consulting’s business analyst team is capable to quickly but thoroughly examine existing processes and provide professional Service Management Consultancy in order to align supporting IT systems’ capabilities with existing processes, independently of the ITSM application in use.
For IT operations units ITIL is a well-known term providing guidelines and best-practice processes. Also, our service management consultants have extensive experience in helping non-IT business units transition to a service management-based operating model.
MINDSPIRE has many years of experience with business and IT projects management and has dedicated Project management and PMO service lines.
This helps us to focus on the measurable business objectives of the projects, and to explore project dependencies and change management tasks that have to be managed in order to achieve the desired goals.
MINDSPIRE has a proven track record working together with different solution providers and other software development teams.
Our key competences include working with the various versions of the SAP ERP system, which is often integrated with service management tools.
The scope of our services
ServiceNow subscriptions
- Consultation about necessary subscriptions
- Providing quotes
- Selling ServiceNow subscriptions
Implementation, roll-out
- Green field implementation
- Replacement, consolidation of obsolete tools
- Implementation methodology
Resources
- 50 FTE ServiceNow resource pool (internal and strategic partners)
- Project Manager
- IT Architect
- Business Analyst
- Developer
- Scrum Master
Support
- Availability
- Issue fixing (incidents)
- Consultancy
- Support for new releases
MINDSPIRE’s service management consulting solution
Service management methodology and professional expertise
Our consultants have widespread experiences from previous service management related process reengineering, application implementation, and replacement projects.
We are capable of quickly and accurately assess the current state of the service management processes and to identify the pain points and possibilities for improvement.
MINDSPIRE offers consulting services to our clients to find solutions, set-up achievable goals and define a roadmap with an action plan. Our team can work with waterfall, agile or hybrid project approaches.
We have a set of service management related methodologies with templates and best practices, which can accelerate the project initiation and execution.
MINDSPIRE and our sister company Onespire Ltd. have strategic partnership with large companies from various sectors. This allows us to be constantly up-to-date on actual trends.
MINDSPIRE’s service management consulting resources
In our consultant pool we have the following profiles required for service management projects (50 FTE internal and strategic partner ServiceNow resources):
- Project Manager
- Product Owner
- IT System Architect
- Business Process Reengineering (BPR) Expert
- Process Architect
- Business Analyst
- System Analyst
- Scrum Master
- IT Developer
ServiceNow subscription and related services
ServiceNow is a market leading solution for IT service management. After many years of development, ServiceNow evolved from an ITSM application into a digitalization and automation platform for full enterprise level operations, such as HR, Project Portfolio Management (SPM/PPM) Customer Service Management and other, more specific solutions such as Financial Services Operations (FSO) – including banking operations -, Governance, Risk and Compliance (GRC), etc.
MINDSPIRE Consulting has a complete team of experts available, able to handle full ServiceNow implementations from scratch, as well as to provide assistance with more specific, business analysis or IT development-related tasks.
We are partners of ServiceNow cloud-based platform solution provider. MINDSPIRE can offer consulting services regarding the platform and resell licenses for greenfield implementations and extensions of the currently used modules.
Introducing ServiceNow
What is ServiceNow?
ServiceNow is a cloud-based SaaS (Software-as-a-Service) platform to automate various workflows within an organization. The main purpose of the solution is to improve the efficiency by rationalizing and automating repeating tasks.
ServiceNow is a development environment, where applications providing automated workflows can be built, tested, and implemented.
Initially ServiceNow was an ITSM (IT Service Management) tool, which evolved into a comprehensive enterprise level service management platform, including case management, services management, and operations management, and much more.
With ServiceNow companies can offer improved self-service capabilities for internal and external users, resulting in a higher level of efficiency in service operations.
Benefits of ServiceNow
ServiceNow offers the following key benefits:
- Consolidating IT systems into a single environment.
- Standardizing and globalizing service processes.
- Automating repeated tasks.
- Improving service response times.
- Assigning and prioritizing tasks automatically.
- Providing a clear overview of service operations to management.
- Increasing flexibility and agility.
- Reducing costs in service operations.
- Ensuring compliance by monitoring workflows.
- Improving productivity.
- Increasing user satisfaction.
- Mobile interface.
What is ServiceNow used for?
ServiceNow can be used to cover various aspects of a business, such as:
- IT Service Management (ITSM)
- IT Operations Management (ITOM)
- IT Business Management (ITBM)
- IT Asset Management (ITAM)
- Software Asset Management (SAM)
- Human Resource Service Delivery (HRSD)
- Customer Service Management (CSM)
- Workplace Service Delivery
- Field Service Management
- Application Engine
- Automation Engine
Our latest service management references
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