The Importance of ServiceNow’s Enterprise Service Management in the Hybrid Era

The global pandemic has forced organizations worldwide to adopt a hybrid working model. Even when the workforce was working from the office, enterprise service delivery was a challenge for many organizations since it inevitably involved multiple functions of the organization. In the hybrid working model, this challenge has grown multifold.

When it comes to enterprise service delivery, efficiency, collaboration, and communication are critical factors; but all of this can be achieved with digital transformation initiatives and workflow automation. This is where ServiceNow’s Enterprise Service Management (ESM) is being aggressively adopted by several organizations since it has the ability to connect end-to-end process flows. In fact, ServiceNow has been named a Leader in the Forrester Wave™: Enterprise Service Management (ESM), Q4 2021. 

Organizations are reaping numerous benefits from ServiceNow’s ESM, including increased efficiency, the ability to connect functions, the ability to provide a unified view, and the provision for continuous service level improvement. The following are some of the most significant advantages of ServiceNow’s ESM for enterprises to create, streamline, and support all of their business processes:

Modernizing Service Delivery 

One of the most significant challenges in service delivery is the involvement of multiple functions across the organization. Modernizing service delivery enables organizations to deliver services in a way that unifies functions and eliminates silos. Using low-code tools, organizations are able to improve their systems and workflows continuously. Most importantly, this allows for more transparent service delivery. 

Integration Capabilities 

The ability to seamlessly integrate with third-party applications is a significant benefit of ServiceNow’s ESM. As an organization grows, the functionalities and features of ESM can be added quickly. It is a great way for organizations to get the maximum benefits out of their IT investments.

Suggested Read: Supercharge Your Operational Efficiency with ServiceNow

Enhancing Employee Satisfaction

When dealing with organizational support functions, the last thing employees want is to go from pillar to post in search of services within the organization. Today’s workforce expects personalized, well-informed, and seamless experiences. 

ServiceNow ESM provides employees with connected experiences and all necessary information at their fingertips. A positive employee experience translates into a satisfied, engaged, and loyal workforce. In the new hybrid world, modernizing employee experience ensures easy navigation across information sources and reliable support for a geographically dispersed workforce. 

Empowering Employees 

Faster application development and automation through the use of low code technologies enable employees to meet rising customer demands while increasing productivity. This also leads to them gaining visibility and control over day-to-day operations. Using low code makes it possible for organizations to continue to expand functionalities by leveraging business users for development. This eliminates the need for skilled developers, which are generally in short supply, and makes it possible to scale services quickly, significantly improving their reach. 

Here’s how we helped a Europe-based manufacturing company create a unified service portal using ServiceNow’s Employee Centre Pro module for an enhanced employee experience.

It is clear that the deployment of ServiceNow ESM is bringing transformational benefits to organizations including reduced costs, better transparency, improved employee service delivery, and a satisfied workforce. In these times when the pandemic and the Great Resignation wave are reigning over the world, it is crucial for organizations to remain competitive, offer a positive employee experience, and attract a talented workforce. 

To know more about how we can help you enhance your business outcomes with the help of the ServiceNow platform, reach out to our experts at