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2. Outdated Legacy IT Service Request Process

It takes more time to complete IT service requests through a legacy, manual process. A manual process may include emailing clients back and forth and in-person questions, which takes up several resources. The Global CIO Point of View reveals that “close to 70 percent of IT budgets are used for traditional service request processing“. Service tasks such as assignment, status notifications, and resolution are the most expensive tasks of service management. On top of that, the complexity of legacy systems grows when the workforce does, or when more locations are added. Legacy processes also lack transparency in the overall project, which can end up demotivating employees.

Key Issues with Traditional Processes:

• Deprived IT performance
• Managerial overheads and costs
• Limits IT efficiency due to lack of transparency and real-time insights
• Improper utilization of resources and assets
• To automate and ensure agility in service delivery, the ServiceNow platform comes with fully automated and intelligent IT service management (ITSM) solutions. The ServiceNow ITSM provides businesses with completely AI-powered dashboard integrated tools like mobile app and chatbots to streamline the communication process in the service request processing.

3. Inefficient Project Management Process

Most project management pain stems from calculating whether the project is on schedule, reasons for project disruptions and the effect of disturbances on overall project timelines and cost. Despite having tools in place, project managers are not able to map the results and draft intelligent conclusions. This is due to the lack of alignment of business objectives or goals with the project management strategy.

PMI Research reveals that “those that align their Enterprise PMO to strategy, report 38 percent more projects meet original goals and business intent and 33 percent fewer projects are deemed failures.” Alignment issues are mainly due to the absence of an organized approach in recording and interpreting project management data and get analytics. Analysts spend hours manually searching through project logs to locate where problems have occurred during a given project, where this time could have been spent solving the problem.

To ensure better management of resources and ensure transparency in the overall project management process, ServiceNow Performance Analytics can track, aggregate, and visualize key performance indicators over time, rather than reporting on just a point in time. This allows for in-depth analytics and more visibility.

4. One-Dimensional Customer Service

In the era of experience-as-a-economy and consumerization, just engaging with customers is not what makes a service great. Generating tailored experiences across different platforms is the most important. With the customers’ digital journey largely impacted by smartphones, messaging apps, and chatbots, customers don’t want services to be restricted to a web portal or customer service call. Because of this, the intensity of the issue increases with the increase in service requests across numerous and disconnected engagement channels.

Other issues of legacy customer service processes:

• Support is hindered by various disconnected systems and manual processes
• Productivity is strained due to addressing the same issues day-after-day
• Inability to locate issues and effectively resolve them resulting in low customer satisfaction
• No analytics for why customers are contacting customer service
• Complicated cross-company investigation of customer issues, collaborative analysis, and problem-solving
• In this process, ServiceNow CSM with integrated chatbot and mobile app helps businesses with innovative customer service management solutions, to achieve better customer satisfaction levels and reduce customer retention, at reduced operational costs.

5. Unorganized Data Strategy

Data is crucial to business strategy, but most of the enterprise data is stored passively in data silos due to lack of organization or ability to extract strategic intelligence and make intelligent business decisions. Coupled with the adoption of advanced technologies like IoT which creates even more data, it has become a major challenge for a business is to use data to their advantage, and instead, data has become a burden.

6. Lack of Proper Governance, Risk, and Compliance (GRC)

GRC is a multi-faceted and inter-reliant application that is aimed to strategically manage the regulatory requirements across the enterprise to ensure proper scaling of business processes to drive business efficiencies. A proper GRC strategy helps us assess the right assets, manage policies, identify risks, create controls, and conduct audits. Legacy enterprise GRC models consist of a group of independent silos working and thinking separately. ServiceNow GRC enables businesses to provide a broader understanding of all GRC activities in a single window with real-time monitoring and alerts of risks before they happen.

7. Weak Cyber-Security Software

The cyber-attack on Sony Pictures Entertainment is believed to be one of the biggest attacks in the cybersecurity industry, which resulted in losses close to $100 million. that “by 2020 close to 5 billion personal records will be stolen and the average total cost of a data breach is estimated to be $3.86 million.”

The IT industry is faced with various types of cyber threats in the form of malware and viruses. These cause damage to devices, prevent users from accessing affected files or data, or taking control of devices. Even the attackers are using advanced concepts of AI to get more intelligent. Traditional cybersecurity practices are becoming obsolete as some of the most devastating attacks aren’t discovered for months and disjointed security tools create more noise (alerts) and there is no centralized dashboard to provide full-scope security analytics.