Servicenow-CIS-RC test - Certified Implementation Specialist - Risk and Compliance Updated: 2023

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Knowledge is an event to bring the ServiceNow community together and experience the power of the workflow. Connect with digital leaders, create new possibilities and experiences for your customers and employees, and change how your business responds to a rapidly evolving workplace.

Whatever your business is facing, let’s workflow it.

Any business hoping to succeed in today’s competitive landscape understands the need to put digital transformation at the top of its priority list. 

Digital technology now infiltrates almost every aspect of conducting business, from how customers interact with organizations, how employees do their jobs and how the internal processes work, and the global pandemic and shift towards remote working only accelerated this trend. Put simply, those which do not adapt to the digital world are highly unlikely to survive. 

“Both customers and employees expect to have a contextual experience throughout their journey with the company,” says Prabhu Karunakaran [PK], founder and CEO of digital transformation firm Exterprise. “To achieve such seamless experiences in a hybrid work environment, organizations are creating more technology than ever before, and are becoming digital solution companies in the process. They are quickly realizing that they need to unite their formerly siloed information technology, business, HR, legal and marketing departments into fast-moving, cross-disciplinary digital teams.” 

But for established businesses, this often means transforming from rigid legacy systems to flexible digital platforms, which can prove challenging even for Fortune 500 companies. A lack of historic investment in technology has been compounded by budget cuts during the pandemic, meaning many still rely on antiquated hardware and software installed decades previously. 

This is not the only factor holding businesses back. Other common issues include organizational silos where decision-making can be split across functions; a lack of digital skills; a culture which is resistant to change; and a lack of clear strategy and communication across departments. 

For many businesses, the answer is to turn to one unified platform that can bring productivity improvements through digital transformation which can help employees, customers, and assets. “Taking good care of these three core imperatives is critical to profitable revenues and organizational growth,” says PK. “Productive and happy employees will deliver enhanced customer experiences, resulting in more revenues. Efficient monitoring of assets including hardware, software and enterprise assets will create operational excellence.” 

One such offering is ServiceNow’s NOW Platform, which deploys enterprise-scale solutions to organizations in several industries, improving efficiency for employees, customers, and assets. Its IT Service Management solution, for instance, automates core service processes, and makes it easier for those working in IT to resolve issues faster, while its IT Operations Management and Asset Management package proactively monitors the performance of assets, helping to prevent outages in the first place. 

The Customer Service Management element ensures agents have the information they need to quickly resolve issues, including proactively identifying potential problems before they become apparent. Businesses can also benefit from automated responses to common customer questions, increasing the efficiency of employees. Staff working in the field can benefit from the same functionality through the Field Service Management solution. 

From an employee perspective, businesses can deliver a streamlined service experience with intelligent workflows, starting with efficiently onboarding new hires. Employees themselves can find the information they need to self-service their own HR needs, while the Workplace Service Delivery solution helps the day-to-day work run more smoothly, boosting productivity. A exact IDC report suggests agile organizations retain employees at a 34% higher rate than competitors, helping them meet the demand for skills in the current war for talent. 

With teams in the US, India, and Central America, Exterprise is a certified pure-play ServiceNow implementation partner, with skilled resources operating in different time zones, and clients in sectors including financial services, insurance, healthcare, telecom, and government. Exterprise helps businesses on their transformation journey, starting by determining that the organization is fully committed to the journey, and helping to provide advisory and consultative services to demonstrate the business case and identify any challenges that will need to be overcome. 

“Partners are critical to ServiceNow’s growth strategy, on our journey to $16B in revenue and beyond,” said David Parsons, Senior Vice President of Global Alliances and Partner Ecosystem at ServiceNow. “Enabling great customer and employee experiences to faster time to value, we remain committed to engaging our partner ecosystem to innovate and co-create end-to-end solutions that solve today’s most pressing business challenges.” 

Exterprise works closely with clients to launch the digital transformation journey, identifying automation and integration opportunities and creating a strategic roadmap for the different departments, as well as training staff on how to use the platform. 

Exterprise helps in identifying key metrics around digital standards – including mean time to resolution (MTTR) for issues, customer satisfaction (CSAT), net promoter score (NPS) and first call resolution (FCR) for customer service. This ensures organizations realize the full value, both financially and in other, less tangible ways, of their investment. Exterprise is SOC2, ISO 27001 and HIPAA certified, which can provide customers an added layer of reassurance. 

Ongoing reviews ensure businesses benefit from and understand any new functionality to keep enhancing the employee and customer experience, with ServiceNow introducing two major version upgrades each year. This ensures customers remain at the forefront of digital transformation, turning them from digital laggards to leaders. 

One example of a business that has benefited from running several business functions on the ServiceNow platform is pipeline services and equipment company T.D. Williamson. “Exterprise has proved to be an effective partner in not only implementing ServiceNow, but also in providing consultative and advisory support to help us automate core business processes,” says Greg Rice, Director, Global Applications. 

PK believes those who take the step to become a digital business can expect to benefit in several ways, including enhanced customer and employee experience, lower employee attrition rates, productivity benefits through process automation, and ultimately increased – and sustainable – revenue and profit. 

“The time to act is now,” concludes PK. “Those who do so can put in place the foundations that will deliver ongoing success in years to come, increasing efficiency and ensuring they have satisfied customers and employees. That’s the recipe for success.”

To find out more about how Exterprise could help your business, visit exterprise.us/servicenow/

To contact us, click here or email us at contact@exterprise.us

The great digitization breakthrough that has swept through much of the world has been slower to materialize in Germany, ISG Provider Lens™ report says

FRANKFURT, Germany–(BUSINESS WIRE)–$III #ISGProviderLens–German enterprises have been slow to embrace ServiceNow, yet stricter government regulations and the growing complexity of the overall IT landscape may provide the workflow automation platform with new momentum in the German market, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.

The 2023 ISG Provider Lens™ ServiceNow Ecosystem Partners report for Germany finds the crisis in Ukraine and a reluctance to part with legacy systems have contributed to Germany’s comparatively slow adoption of ServiceNow, despite the platform’s rapidly expanding functionalities. Given ServiceNow’s high licensing costs, clients who fear vendor lock-in are clinging to the preferred open-source model, the ISG report says.

“ServiceNow and its partners are gaining traction in the German market,” said Dr. Matthias Paletta, director, technology modernization, for ISG in Germany. “Yet their growth is not as steep as it is in other markets, notably the U.S.”

Although ServiceNow can be potentially more flexible than legacy systems, that increased flexibility also hinges on a company’s willingness to adopt a prefabricated solution, rather than going through the process of customizing it to match precise business requirements. Companies that continue to pursue “perfect” solutions do so at the expense of increased deployment speed, the ISG report says.

The Ukraine crisis, which led to higher energy costs and inflation, has proven that upheavals can occur rapidly and that periods of relative planning certainty are becoming shorter than ever, the ISG report says. ServiceNow’s Tokyo platform, which was released in the fourth quarter of 2022, strongly focuses on process efficiency and opportunities for rapid value creation. The speed at which it can react to changing circumstances is seen as a boon for many companies.

In addition, the growing prevalence of multicloud environments has significantly increased the overall complexity of the IT landscape and reinforced the need for tools that can help address it, as have Germany’s Supply Chain Act and the introduction of new ESG regulations, the ISG report says.

“Enterprises in Germany are looking for reliable, accredited professional services to take full advantage of ServiceNow’s broad functionalities,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “ServiceNow implementations can act as a catalyst for a new type of company management.”

The report also examines the improved analytics and RPA capabilities introduced in ServiceNow’s exact release of its Utah platform.

The 2023 ISG Provider Lens™ ServiceNow Ecosystem Partners report for Germany evaluates the capabilities of 29 providers across three quadrants: ServiceNow Consulting Services, ServiceNow Implementation and Integration Services, and ServiceNow Managed Service Providers.

The report names Accenture, agineo, Atos, Capgemini, Infosys and T-Systems/OS as Leaders in all three quadrants, while Deloitte, DXC Technology, HCLTech and nuvolax are named Leaders in two quadrants each. Cognizant, Fujitsu, KPMG, Kyndryl, NTT DATA, TCS and Tech Mahindra are named as Leaders in one quadrant each.

In addition, Computacenter and Fujitsu are named as Rising Stars — companies with a “promising portfolio” and “high future potential” by ISG’s definition — in one quadrant each.

A customized version of the report is available from T-Systems/OS.

The 2023 ISG Provider Lens™ ServiceNow Ecosystem Partners report for Germany is available to subscribers or for one-time purchase on this webpage.

About ISG Provider Lens™ Research

The ISG Provider Lens™ Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG’s global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG’s enterprise clients. The research currently covers providers offering their services globally, across Europe, as well as in the U.S., Canada, Brazil, the U.K., France, Benelux, Germany, Switzerland, the Nordics, Australia and Singapore/Malaysia, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage.

A companion research series, the ISG Provider Lens Archetype reports, offer a first-of-its-kind evaluation of providers from the perspective of specific buyer types.

About ISG

ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 900 clients, including more than 75 of the world’s top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,600 digital-ready professionals operating in more than 20 countries—a global team known for its innovative thinking, market influence, deep industry and technology expertise, and world-class research and analytical capabilities based on the industry’s most comprehensive marketplace data. For more information, visit www.isg-one.com.

Contacts

Press Contacts:

Philipp Jaensch, ISG

+49 151 730 365 76

philipp.jaensch@isg-one.com

Matthias Longo, for ISG

+49 152 341 464 63

matthias@longo-pr.de

The great digitization breakthrough that has swept through much of the world has been slower to materialize in Germany, ISG Provider Lens™ report says

German enterprises have been slow to embrace ServiceNow, yet stricter government regulations and the growing complexity of the overall IT landscape may provide the workflow automation platform with new momentum in the German market, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.

The 2023 ISG Provider Lens™ ServiceNow Ecosystem Partners report for Germany finds the crisis in Ukraine and a reluctance to part with legacy systems have contributed to Germany’s comparatively slow adoption of ServiceNow, despite the platform’s rapidly expanding functionalities. Given ServiceNow’s high licensing costs, clients who fear vendor lock-in are clinging to the preferred open-source model, the ISG report says.

“ServiceNow and its partners are gaining traction in the German market,” said Dr. Matthias Paletta, director, technology modernization, for ISG in Germany. “Yet their growth is not as steep as it is in other markets, notably the U.S.”

Although ServiceNow can be potentially more flexible than legacy systems, that increased flexibility also hinges on a company’s willingness to adopt a prefabricated solution, rather than going through the process of customizing it to match precise business requirements. Companies that continue to pursue “perfect” solutions do so at the expense of increased deployment speed, the ISG report says.

The Ukraine crisis, which led to higher energy costs and inflation, has proven that upheavals can occur rapidly and that periods of relative planning certainty are becoming shorter than ever, the ISG report says. ServiceNow’s Tokyo platform, which was released in the fourth quarter of 2022, strongly focuses on process efficiency and opportunities for rapid value creation. The speed at which it can react to changing circumstances is seen as a boon for many companies.

In addition, the growing prevalence of multicloud environments has significantly increased the overall complexity of the IT landscape and reinforced the need for tools that can help address it, as have Germany’s Supply Chain Act and the introduction of new ESG regulations, the ISG report says.

“Enterprises in Germany are looking for reliable, accredited professional services to take full advantage of ServiceNow’s broad functionalities,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “ServiceNow implementations can act as a catalyst for a new type of company management.”

The report also examines the improved analytics and RPA capabilities introduced in ServiceNow’s exact release of its Utah platform.

The 2023 ISG Provider Lens™ ServiceNow Ecosystem Partners report for Germany evaluates the capabilities of 29 providers across three quadrants: ServiceNow Consulting Services, ServiceNow Implementation and Integration Services, and ServiceNow Managed Service Providers.

The report names Accenture, agineo, Atos, Capgemini, Infosys and T-Systems/OS as Leaders in all three quadrants, while Deloitte, DXC Technology, HCLTech and nuvolax are named Leaders in two quadrants each. Cognizant, Fujitsu, KPMG, Kyndryl, NTT DATA, TCS and Tech Mahindra are named as Leaders in one quadrant each.

In addition, Computacenter and Fujitsu are named as Rising Stars — companies with a “promising portfolio” and “high future potential” by ISG’s definition — in one quadrant each.

A customized version of the report is available from T-Systems/OS.

The 2023 ISG Provider Lens™ ServiceNow Ecosystem Partners report for Germany is available to subscribers or for one-time purchase on this webpage.

About ISG Provider Lens™ Research

The ISG Provider Lens™ Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG's global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG's enterprise clients. The research currently covers providers offering their services globally, across Europe, as well as in the U.S., Canada, Brazil, the U.K., France, Benelux, Germany, Switzerland, the Nordics, Australia and Singapore/Malaysia, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage.

A companion research series, the ISG Provider Lens Archetype reports, offer a first-of-its-kind evaluation of providers from the perspective of specific buyer types.

About ISG

ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 900 clients, including more than 75 of the world’s top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,600 digital-ready professionals operating in more than 20 countries—a global team known for its innovative thinking, market influence, deep industry and technology expertise, and world-class research and analytical capabilities based on the industry’s most comprehensive marketplace data. For more information, visit www.isg-one.com.

View source version on businesswire.com: https://www.businesswire.com/news/home/20230424005254/en/

Press Contacts:

Philipp Jaensch, ISG
+49 151 730 365 76
philipp.jaensch@isg-one.com

Matthias Longo, for ISG
+49 152 341 464 63
matthias@longo-pr.de