ServiceNow: Implications and practice within the business environment

Abstract

The growing economic pressures and increased competitiveness has forced companies to invest in increasing their efficiency and productivity in the provision of their services. In this sense, literature has shown that investing in ITSM platforms to perform this task helps in monitoring these services, in allocating the company’s resources and, therefore, in increasing its competitiveness. Furthermore, identical to any change, the implementation of something new, may be met with some resistance, jeopardizing the whole process of its adoption. In this study, through interviews with employees of a Portuguese company, done between November and December of 2022, it was possible to analyze impact an implementation of a service management platform can have on monitoring services, as well as in the workers’ day-to-day activities, when applied to a practical case. It was concluded that the use of an ITIL framework allowed the company to meet the proposed objective, and that the selection of the ServiceNow platform proved to be an advantage for increasing the quality of IT service management. Additionally, there was an increase in employee satisfaction and in the support that the platform can provide, facilitating the execution of their tasks, once the first barrier of resistance has been overcome.