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ServiceNow NowForum Federal Recap: Consolidate, Consumerize, Automate

Last week I attended ServiceNow’s Federal user group in Washington DC. Cloud Sherpas was honored with an invitation to present a technical breakout session at the event, which brought together IT professionals across federal and public sectors to share IT service automation best practices.

ServiceNow President/CEO Frank Slootman opened the event with his “End of No/Beginning of Now” keynote. Slootman noted that the future of IT will be in managing and innovating service relationships, summing up his presentation in three words: Consolidate, Consumerize, Automate.


Slootman’s “consolidate” message must have resonated well with the audience, as I’m sure at least some of them are looking for a system that supports agency-wide standardization.

We also heard a great emphasis on the “consumerize” part of his presentation, which resonated with IT departments looking for ways to better engage their customers. Slootman shared a few examples around this message, including one of our Content Management portal projects!

In addition to Slootman’s keynote, another highlight of the event for me was the joint Cloud Sherpas and Cask LLC breakout session. Dennis Fitzpatrick, Cloud Sherpas Implementation Specialist, and Dave Honaker from Cask LLC (a strong process partner in the federal space) presented “Why ServiceNow Custom Apps are a Fit for Federal Users.” This session really spoke to the “automation” piece of Slootman’s message.

First, Dennis and Dave discussed the unique challenges that IT faces in the federal environment. They shared some specific challenges around security, compliance and funding seen in a space where products must be secure, reviewed and approved and software code is closely scrutinized. This discussion underscored the value to federal users of a secure platform that can adapt rapidly to change process workflow or form elements for new requirements without changing the code. Reaccreditation due to coding changes takes time and can be expensive, but with such an extendable platform the possibilities for automating unstructured work processes seem unlimited.

This explanation was followed by a discussion around the value of tailoring ServiceNow custom apps to improve ITSM processes and even the benefits of extending service management outside of IT. Dennis and Dave shared a few examples of custom apps including a single field reference and hierarchy tool that helped improve reporting, a data collection toolkit app that streamlined the provisioning process and a research request app that helped teams better manage their workflow.

Of course, since this was an industry-focused event, discussion ensued about ideas on extending the platform even further for federal use. What about adapting request fulfillment for recruitment needs? Well, ServiceNow makes onboarding simpler. What about a new recruit at Parris Island, the Marine Corps training facility where about 16,000 Marines pass through for boot camp each year? Or automating RFP processing? Or an app to help better manage asset rental?

There are so many different areas where custom apps can be used to help streamline and automate processes that meet the specific needs of federal users. The possibilities to consolidate, consumerize and automate are endless.

What are some steps to success when tailoring custom apps in ServiceNow? Check out our Top 10 Best Practices for Application Deployment tip sheet!

The post ServiceNow NowForum Federal Recap: Consolidate, Consumerize, Automate appeared first on Cloud Sherpas.

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Cloud Sherpas [www.cloudsherpas.com] is a leading Google Apps Reseller, systems integrator and application developer. Our Google Apps Certified Deployment Specialists have migrated tens of thousands of users from legacy, on-premise messaging systems to Google Apps and Google App Engine. We help organizations adopt cloud computing to innovate and dramatically reduce their IT expenses. SherpaTools for Google Apps [www.sherpatools.com] is a free app from Cloud Sherpas that enhances the functionality and ease-of-use of Google Apps for both administrators and end-users.