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5 WaysTo Move AwayFrom Email

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Problem

Email is still driving most work processes.

• More than 80% of managers rely on disconnected communication tools like email to get stuff done.

• 44% of managers agree that using emailfor managing work is reducing productivity at their companies.

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“Email was never intendedto run a company’s business processes.

It is a communication vehicle that has been bastardized to fill a gapThat exists in the systems permeated throughout the enterprise.

”— Dave Wright, ServiceNow Chief Strategy Officer

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Solution

• Shift focus from a checklist of singular tasks managed through email to one centered on the service experience.

• Adopt service management software and practices to replace emails with automated workflows that are as simple and self-service-oriented as consumer services.

What’s a service? A transaction between a requestor and a provider. Every department has its own set of services that can be automated to improve the service experience for both requestors and providers.

What is service management? Companies use service management to define, structure and automate services, removing inefficient, manual processes like using email to get stuff done.

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Kickstart Service Management

Get started in 5 easy steps:

1. Whiteboard the service

2. Design the end user experience

3. Use software to track, automate and report

4. Refine the process

5. Streamline across the enterprise

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Step 1

Whiteboard the Service

• Identify the services you want to automate (e.g., managing patient supplies in a hospital).

• Outline the current process (i.e., which departments are involved and who does approvals).

• Identify which actions could benefit from automation.

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Step 2

Design the End User Experience

• Create a single system of engagement, like an enterprise-wide service portal, across the organization to consumerize work processes.

• Send emails as a notification tool, just like e-commerce sites do (e.g., “Your request has been approved).

• Track all requests in the system and provide up-to-the-minute statuses, eliminating the need for dozens of emails to check on progress.

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Step 3

Use Software to Track, Automate and Report

• Service management software like request management and tracking apps can help turn your whiteboard process into an automated service workflow.

• These applications allow the entire organization to leverage a common platform and a common approach to manage services.

• Business teams can use templates to rapidly create new applications without having to write code.

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Step 4

Refine the ProcessOnce you define and implement a service, it’s time to measure it. Measurement drives metrics — and metrics drive insight and improvement.

Evaluate the most common tasks and then identify if they can be further streamlined through better access to knowledge management.

• These applications allow the entire organization to leverage a common platform and a common approach to manage services.

• Business teams can use templates to rapidly create new applications without having to write code.

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Step 5

Streamline Across the EnterpriseOnce you have a workflow in place, evaluate other services that could benefit from automation.

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Benefits of Service Management

1. Work acceleration.Creating a workflow across disparate business functions removes the ‘labyrinth of approvals’ that can slow down our work.

2. Self-service automation.Giving employees access to the information they need, 24/7, alleviates the burden of repetitive, mundane tasks.

3. A data-driven approach.Allowing business teams to define internal and external service level agreements provides automated escalation and demonstrates usage and continual improvement within teams.

4. Greater insight into performance with reporting and custom dashboards.Team leaders can run standard reports or create their own custom reports to determine areas for improvement or opportunities to drive operational efficiencies. Using data from the workflow, managers can assess performance, prioritize actions, and drive greater operational efficiencies and service.

5. Better control and governance.From compliance in regulated industries to protecting assets when employees leave, you’ll have a better handle on the business.

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Customer Success Stories

• 25 teams at logistics provider CH Robinson replaced email inboxes, distribution lists and spreadsheets with automation from ServiceNow.

• NetApp’s quote-to-invoice team moved tens of thousands of emails from a single shared inbox into a service automation solution to speed their sales process.

• Envision Healthcare’s HR team now tracks reports and audits complex HR tasks (like employee off-boarding) that were previously managed via email.

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Reduce Your Company’s Dependence Upon Email to Get Work DoneInnovative IT departments are applying the successful IT service model across the enterprise, improving cross-team collaboration and service delivery.

It’s time for IT to change the way people work.

It’s time to automate everything as a service.L E A R N M O R E

ServiceNow is an enterprise service management company that provides automated solutions to help organizations operate faster and more efficiently.