Inetum, a leader in ServiceNow solutions, has been at the forefront of the Service Ops conversation and with their latest podcast series, ‘The FlowDown’, the company really dives into how this is can optimize operations. This podcast explores key aspects of Service Ops and why it’s essential for modern businesses by bringing together industry experts so users can get real world advice from those in the know.
Service Ops extend beyond the foundational CSDM (Common Service Data Model). While CSDM is a critical component, it forms just one part of a broader Service Ops framework. Service Ops encompass a range of capabilities that interact with various aspects of the platform, such as asset management and other integrated products.
Without proper alignment and implementation of Service Ops, organizations risk underutilizing the platform’s capabilities. This misalignment can hinder the adoption of new features, such as AI enhancements and process automation, thereby impeding overall efficiency and effectiveness.
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Christopher Parr, Head of Service Ops, UKI, ServiceNow, said: “Typically, organizations will have had two silos: service management and operations management and the Service Ops is when we bring those two together. This delivers a holistic service across the organization and what we find is that when companies do that – they’re able to manage costs more effectively and mitigate more risk to deliver a greater customer experience.”
CSDM acts as the backbone for Service Ops, supporting and enhancing the overall capabilities of the platform. Understanding how CSDM integrates with and supports other functionalities within the platform is essential.
The evolution of Service Ops is evident in the transition from older interfaces to newer, more integrated solutions. This shift reflects a broader trend where platforms are increasingly designed to support comprehensive Service Ops, integrating various functionalities to provide a unified approach.
Service platforms serve as compelling examples of effective solutions. They continually refine their approaches to Service Ops, demonstrating the effectiveness of their solutions. This success underscores the value of Service Ops when implemented effectively.
Organizations are advised to start small and build incrementally. Mike Morgan-Lee, Managing Consultant, Inetum and ex ServiceNow client, said: “Service Ops is an umbrella and it starts to build upon everything that you need and for me it is about context and the most important thing Service Ops can do is bring context to alert events to data all in one place so that companies can understand exactly where to focus their efforts.”
Beginning with a clear understanding of existing services and their delivery mechanisms helps in identifying initial focus areas. Starting with manageable projects, such as a single service or application, allows organizations to demonstrate the value of the platform and build momentum. This approach helps refine the methodology and secure senior leadership buy-in by showing tangible results.
A major challenge is the tendency for organizations to become fixated on perfecting the CMDB (Configuration Management Database) before taking action. While having a comprehensive CMDB is beneficial, it should not be a barrier to starting Service Ops. Significant progress can be made by focusing on incremental improvements and evolving the approach over time.
Addressing the tangible benefits of Service Ops can help overcome resistance from senior leaders. Demonstrating how foundational work supports automation and AI integration makes a compelling case for investing in Service Ops.
Looking ahead, the pace of technological advancements will further emphasize the need for robust Service Ops. As platforms continue to evolve, aligning Service Ops strategies will be crucial for staying competitive. The ability to adapt and integrate new features, such as AI and automation, will become increasingly important.
Having a clear roadmap and understanding where an organization stands in its Service Ops journey are crucial. With the right approach, organizations can leverage Service Ops to drive efficiency, reduce costs and enhance overall performance. As technology continues to advance, embracing these practices will be essential for staying competitive and achieving operational excellence.
