How ServiceNow Supports a Service-Based Delivery Model
Many cities are shifting to cloud infrastructures and service-based delivery models as part of their modernization journeys. ServiceNow has helped San Diego’s IT team to be more effective in this emerging “as a service” environment.
“With our previous managed service provider contracts, we had multiple systems for ticketing,” Dioneda says. “We were succumbing to their processes for things like incident management and how we manage a support ticket from the time it comes in to how it’s resolved.”
With ServiceNow, the city has greater control over the way it manages roughly 60,000 incidents and service requests each year. The platform allows IT leaders to define their own processes rather than relying on a heterogenous mix of vendor-defined approaches. Beyond this, ServiceNow generates the reports IT needs to refine and improve its efforts.
“Now we can take the data and go, ‘All right, how can we categorize these tickets? What are the most common issues that we see?’” Dioneda says. “Then, we’re able to make adjustments to fix it long-term so we can prevent it from happening.”
For the most common requests, “we actually can start creating workflows to make those more efficient,” he says. “We can define what steps are required to fulfill that particular request. We can ask questions ahead of time, so we’re not going back and forth with our employees trying to get information. All of that results in faster delivery.”