Servicenowoptimize Technology Investments TAP THE TRUE VALUE OF YOUR BUDGET By getting more speed and satisfaction from ServiceNow’s solution. Complete Implemetation ServicesTransform your business seamlessly with our comprehensive ServiceNow implementation services, ensuring smooth deployment, optimized processes, enhanced user adoption, and maximum ROI, backed by our expertise and commitment to your success.ServiceNow RoadmapUnlock your organization’s potential with our ServiceNow roadmap, offering strategic alignment, enhanced efficiency, improved user experiences, scalability, flexibility, and risk mitigation to drive digital transformation and maximize technology investments.Automation & Integration DevelopmentElevate your operations with our Automation & Integration development and deployment services, seamlessly integrating systems, streamlining processes, and driving efficiency gains, all tailored to your unique business needs for maximum impact and productivity.MAXIMIZING BUSINESS RESULTS IT Service Management (ITSM) In the realm of IT Service Management (ITSM), we focus on streamlining incident, problem, and change management. Additionally, we focus heavily on service catalog management processes to optimize service delivery and operational efficiency. Learn More IT Operations Management (ITOM) Gain holistic visibility and control over your entire IT infrastructure. Learn More Customer Service Management (CSM) Transform your customer interactions with Concurrency. Learn More Security Operations (SecOps) Strengthen your security posture and incident response. Learn More IT Asset Management (ITAM) Make informed decisions about your technology investments. Learn More Automation Development Tailor your ServiceNow platform to your organization’s precise needs. Learn More IT Service Management (ITSM) IT Operations Management (ITOM) Customer Service Management (CSM) Security Operations (SecOps) IT Asset Management (ITAM) Automation Development IT Service Management (ITSM)In the realm of IT Service Management (ITSM), we focus on streamlining incident, problem, and change management. Additionally, we focus heavily on service catalog management processes to optimize service delivery and operational efficiency. Learn More IT Operations Management (ITOM)Gain holistic visibility and control over your entire IT infrastructure. Learn More Customer Service Management (CSM)Transform your customer interactions with Concurrency. Learn More Security Operations (SecOps)Strengthen your security posture and incident response. Learn More IT Asset Management (ITAM)Make informed decisions about your technology investments. Learn More Automation DevelopmentTailor your ServiceNow platform to your organization’s precise needs. Learn More IT Service Management (ITSM)Understanding Organizational RequirementsOur deployment team possesses an understanding of the challenges and needs that organizations face regarding service delivery, incident resolution, change management and problem resolution. This knowledge allows them to customize the implementation of ServiceNow to effectively align with business goals.Adhering to Best PracticeWith extensive experience deploying ITSM solutions across environments and industries, our team is well versed in standards and best practices related to ITIL (Information Technology Infrastructure Library). We use our expertise to create and deploy ServiceNow according to principles ensuring consistency, efficiency, and compliance.Improving ProcessesWhen implementing ITSM, it often involves enhancing existing IT processes for efficiency and effectiveness. Our team specializes in analyzing, redesigning, and optimizing processes by utilizing ServiceNow’s workflow automation features. This will help to simplify workflows, remove obstacles, and automate regular tasks to help you focus on unique needs that cannot be automated.Training Users and Encouraging AdoptionUser acceptance and adoption both play an immense role in the success of ITSM implementations. We design training programs customized for user groups such as administrators, agents, and end users. Additionally, we offer support to help users effectively utilize ServiceNow in their daily tasks/routines.Integrating Systems and CustomizationOur team excels in system integration by developing APIs and creating custom applications (where applicable) to ensure integration with existing IT infrastructure and third-party tools. IT Operations Management (ITOM)Understanding Organizational InfrastructureOur team understands organizational infrastructure covering networks, servers, applications, and cloud environments. This knowledge enables us to accurately assess infrastructure requirements and develop ServiceNow solutions that align with business needs.Infrastructure Discovery and Service MappingOur team excels at discovering and mapping infrastructure by utilizing the capabilities of ServiceNow Discovery and Service Mapping. Through these tools, we create routine inventory of IT assets and dependencies. This empowers organizations to gain visibility into their infrastructure layout to make effective decisions regarding resource status and allocation.Proficiency in Event Management and MonitoringWe have experience in ServiceNow’s Event Management product, making use of monitoring and alerting procedures to proactively identify and resolve IT incidents before they impact business operations. Our team sets up event rules for correlation thresholds and notifications for an analyst to acknowledge and provide a resolution for incidents.Managing Cloud Services EfficientlyGiven the growing use of cloud services and deployment, our team specializes in managing and coordinating cloud services through ServiceNow Cloud Management functionalities. We aid organizations in simplifying cloud provisioning, management, and cost effectiveness, to ensure utilization of cloud resources aligned with business goals.Streamlining Integration and AutomationOur team excels in integrating ServiceNow ITOM with IT systems and tools such as network monitoring tools, configuration management databases (CMDBs) and orchestration platforms. We can perform the following: automate tasks, coordinate workflows, and guarantee data transfer/synchronization between ServiceNow ITOM and other IT systems. Customer Service Management (CSM)Understanding Customer Service ProcessesOur team has a deep understanding of case management, request handling, and knowledge management. This foundational knowledge enables us to evaluate existing processes and develop solutions.Following Best PracticesDrawing from our experience in deploying CSM solutions across industries, we are familiar with the best practices and standards in customer service.Improving ProcessesWe excel at optimizing processes by utilizing ServiceNow’s workflow automation features to streamline customer service operations, reduce response times, and enhance customer satisfaction. Through process analysis and redesign, we enhance workflows for efficiency, effectiveness, and alignment with service level agreements (SLAs).Providing Omni Channel SupportEffective customer service often involves support through channels, like phone calls, emails, chats, and self-service platforms. Our team sets up ServiceNow CSM to offer support across various channels enabling customers to engage with the company through their preferred means and ensuring a consistent and personalized interaction at every touchpoint.Self Help FeaturesOur team creates self-help portals and knowledge bases in ServiceNow CSM allowing customers to access information, submit requests, and monitor the progress of their inquiries on their own.Integration and TailoringOur team specializes in connecting ServiceNow CSM with CRM systems, communication platforms and business applications. We use ServiceNow IntegrationHub and custom application development to link existing IT setups, third party tools and external service providers for data sharing. Security Operations (SecOps)Understanding Security ProcessesOur team has a background in security procedures encompassing threat identification, incident handling, vulnerability control and adherence to regulations, enabling us to evaluate existing security workflow and craft ServiceNow SecOps solutions.Best Practices and StandardsDrawing from our background in deploying SecOps solutions across various sectors, we are familiar with industry leading security practices and standards like NIST guidelines and CIS benchmarks. We utilize this knowledge to configure products in line with industry norms ensuring compliance and efficacy in combating security risks.Detecting Threats and Responding to IncidentsOur team configures ServiceNow SecOps to automate threat detection processes, prioritize security alerts, and streamline incident response protocols. By integrating with systems, like SIEM platforms IDS tools and other cybersecurity solutions we offer visibility into potential risks coupled with rapid response capabilities.Managing VulnerabilitiesOur team uses ServiceNow Vulnerability Response for automating vulnerability scans, evaluations, and fixes. We work hand in hand with vulnerability scanning tools, patch management systems, and asset databases to prioritize vulnerabilities based on risk levels and streamline the remediation process.Ensuring Compliance and ReportingOur team sets up ServiceNow SecOps for automating compliance checks, assessments, and reporting duties. We align security controls with frameworks, generate compliance reports, and monitor remediation activities to maintain ongoing compliance with relevant regulations.Integration and TailoringOur team specializes in integrating ServiceNow SecOps with various security tools like endpoint detection systems, network security devices, and identity management platforms. IT Asset Management (ITAM)In depth Understanding of Organizational AssetsOur team’s grasp of assets, including hardware and software, allows us to accurately evaluate your asset management needs. This ensures that our solutions are customized to align with your business requirements.Adherence to Industry Best Practices and StandardsLeveraging our experience in deploying ITAM solutions across settings, we ensure that ServiceNow ITAM offerings are set up to enhance performance and compliance by following established practices and industry standards.Effective Asset Discovery and MappingOur familiarity with ServiceNow’s functionalities enables us to efficiently pinpoint and map hardware as software assets. This capability allows us to create an inventory of IT assets along with their interconnections giving organizations insight into their asset landscape.Proactive Management of Assets Throughout their Lifecycle We have established procedures to track and oversee the lifecycle of hardware and software assets. This involves acquiring, deploying, maintaining, and decommissioning assets. By automating these procedures, we ensure that assets are used effectively proactively maintained and replaced or retired promptly to minimize downtime and maximize value.Efficient Management of Costs Our proficiency in Hardware Asset Management (HAM) and Software Asset Management (SAM) enables us to pinpoint unused assets, optimize procurement processes and manage licenses efficiently. This leads to cost savings by preventing purchases, optimizing current resources, and ensuring compliance with licensing agreements.Simplified Automation By leveraging ServiceNow’s IntegrationHub and automation features, we automate tasks, coordinate workflows, and facilitate data transfer and synchronization between ServiceNow ITAM and other IT systems. This enhances asset management efficiency. Automation Development – Flow Designer & IntegrationHubUnderstanding Business ProcessesOur team has a grasp of organizational workflows and business procedures. By utilizing Flow Designer, we can visually map out these processes, pinpoint areas for automation enhancement, and optimize workflows for increased efficiency.Evaluating Automation Opportunities with Flow DesignerThe user-friendly interface of Flow Designer enables us to assess and automate processes efficiently. We employ its visual workflow builder to analyze process intricacies, identify bottlenecks, and effectively prioritize automation projects.Streamlining Workflow AutomationWith Flow Designer’s drag and drop interface, we can automate processes without writing custom code. We create low-code workflows to automate tasks, approvals, notifications, and escalations to ensure smooth execution across various ServiceNow products and external platforms.Seamless Integration with External SystemsThrough ServiceNow’s IntegrationHub product, built-in integration capabilities are offered with third party systems facilitated by Flow Designer. We use these functions to automate data sharing and coordinate workflows with systems like ERP systems, CRM platforms and cloud services. When it comes to customizing processes with Flow Designer there are instances where custom development might be necessary.We’re more than just ServiceNow experts at Concurrency. As a trusted Microsoft Partner, we seamlessly integrate the platform with other MS technologies to deliver even greater value. Our expertise in AI will help you automate complex processes and make data-driven decisions.Additionally, our track record in manufacturing and financial services speaks for itself—we help organizations streamline operations and achieve greater efficiency. Concurrency has flexibility and a deep knowledge base around Microsoft technologies. I enjoyed working with my Concurrency engineer. His knowledge and what he brought to the table was exceptional.Efrain Ruiz | New World VanlinesCase Studies 01 Transforming Security Incident Response using ServiceNow, Splunk, and Phantom Integration 02 Strengthening IT Operations and Asset Management with ServiceNow Discovery/CMDB Implementation 03 ServiceNow Service Model Automation Transformation with Concurrency 04 Streamlining Onboarding and Offboarding Processes through ServiceNow Active Directory Automation Enhancements 05 Enhancing Operational Efficiency Through ServiceNow Advisory Support 06 Large-Scale Custom Integration Between ServiceNow and Service Manager Enables FORTUNE 500 Company’s Migration01Transforming Security Incident Response using ServiceNow, Splunk, and Phantom IntegrationBy implementing ServiceNow Security Incident Response integrated with Splunk and Phantom, this organization successfully transformed its security incident response capabilities. The unified platform, enriched with advanced threat detection and automated response features, enabled faster response times, efficient collaboration, and strengthened cybersecurity. This ultimately helped the client safeguard sensitive financial data, maintain compliance with regulations, and preserve customer trust in an ever-evolving threat landscape. View Details02Strengthening IT Operations and Asset Management with ServiceNow Discovery/CMDB ImplementationBy collaborating with Concurrency to implement ServiceNow Discovery/CMDB, this company successfully achieved its goals of improved IT operations, accurate asset management, and quicker incident response. The enhanced CMDB provides a strong foundation for detecting outages and supporting future innovations. The company is now better equipped to deliver seamless financial services to its customers while maintaining the highest standards of operational excellence. View Details03ServiceNow Service Model Automation Transformation with ConcurrencyThis partnership with Concurrency proved to be transformative. Through the implementation of a streamlined tag-based service model and the automation of client software cloning processes, the organization achieved increased operational efficiency, reduced risk, and enhanced IT service delivery. This case study underscores the importance of leveraging expertise and advanced automation solutions to drive digital transformation and improve business outcomes. View Details04Streamlining Onboarding and Offboarding Processes through ServiceNow Active Directory Automation EnhancementsBy collaborating with Concurrency to implement ServiceNow Active Directory automation enhancements, this organization effectively automated and streamlined their employee onboarding, offboarding, and data change processes. The automation improvements led to increased efficiency, improved customer support, and enhanced IT service management capabilities. The organization is now better positioned to deliver superior financial services to their clients while maintaining a strong focus on security and operational excellence. View Details05Enhancing Operational Efficiency Through ServiceNow Advisory SupportThrough ServiceNow Advisory Support provided by Concurrency, this company successfully addressed operational challenges and achieved improved efficiency. The collaboration enabled the credit union to remediate critical issues promptly, enhance collaboration among stakeholders, and pave the way for future innovations. By leveraging best practices and optimizing processes, the company positioned itself for sustained growth and continued excellence in providing financial services to its valued customers. View Details06Large-Scale Custom Integration Between ServiceNow and Service Manager Enables FORTUNE 500 Company’s MigrationA FORTUNE 500 company needed a deep integration to consolidate IT service management onto a single global platform. Concurrency designed a bi-directional eBonding solution for a year-long transition between the legacy platform (Service Manager) and the new platform (ServiceNow). The solution involved duplicating the user interface and managing data for transitions in both directions. Developed over six months, the integration used Azure Automation and APIs and had immediate cost benefits for the client. View Details Previous Next Blog ServiceNow Streamline your Clone Operations with ServiceNow’s “Clone Admin Console” April 11, 2024 ServiceNow Did you know: ServiceNow’s GlideEncrypter API is planned for deprecation? April 5, 2024 ServiceNow Harnessing the Power of ServiceNow: A Comprehensive Approach to Implementation April 4, 2024
