ServiceNow Consulting to Simplify and Optimize Operations

Transform IT service delivery by migrating from legacy ITSM suites to the cloud-based ServiceNow ITSM platform. ServiceNow integrates native GenAI capabilities into workflows, automates routine tasks, manages incidents, executes changes, and connects seamlessly with other business processes. These features enable IT teams to work efficiently, reduce downtime, and focus on strategic initiatives, enhancing overall IT and business operations.

With ServiceNow ITSM and 15+ years of expertise in holistic IT service management, we elevate end-user experiences, ensure a seamless IT environment, and drive visible business growth.

One of the key challenges in managing an IT landscape is the Configuration Management Database (CMDB), which often suffers from issues like outdated or incorrect data, incomplete records, lack of visibility, poorly defined device relationships, and absence of service impact analysis. Additional challenges include inconsistent updates during device changes, lack of real-time insights, and unclear ownership.

At Accion Labs, our skilled and experienced ITOM team addresses these challenges using ServiceNow's ITOM solution. We manage CMDB design and maintenance through the Common Service Data Model (CSDM) concept. This involves discovering IT assets (Discovery), automating discovery patterns to establish relationships (Visibility), enriching asset data (CMDB), managing changes and outage impacts (ITSM), and handling the complete asset lifecycle until retirement (HAM).

CSDM ensures a unified asset record within a common database across the ServiceNow platform. This approach creates an accurate and up-to-date CMDB, offering complete visibility into IT assets and their relationships while enhancing decision-making for organizations.

ServiceNow Hardware Asset Management (HAM) enables organizations to efficiently track, manage, and optimize their physical IT assets throughout their lifecycle. From procurement to retirement, HAM offers a centralized platform that automates asset tracking, minimizes asset loss or misplacement, and ensures compliance with corporate policies and regulations.

ServiceNow Software Asset Management (SAM) helps organizations track and manage software licenses across the enterprise using a unified platform. SAM automates license tracking, usage analysis, and compliance management, enabling organizations to reduce costs, stay audit-ready, avoid over-purchasing, and align usage with business needs.

Consolidate, align, and accelerate business objectives on a single AI-driven cloud platform with ServiceNow Strategic Portfolio Management (SPM), aligning strategy, planning, and delivery to provide 360º visibility and drive expected business outcomes.

With Accion Labs’ Strategic Portfolio Management practice and offerings—Strategic Planning, Investment Planning, Innovation Management, Demand Management, Project Portfolio Management, Resource Management, and Agile Development—companies can plan, prioritize, and manage their portfolios of initiatives, products, or projects, ensuring alignment with business strategies to maximize value delivery across the organization.

Empowering HR Transformation with ServiceNow HRSD

Unlock the full potential of HR operations with our ServiceNow HR Service Delivery (HRSD) expertise. At Accion Labs, we assist organizations in modernizing HR processes, providing seamless and personalized employee experiences throughout the entire HR lifecycle. Our customized solutions streamline service delivery, automate workflows, and optimize case management, allowing HR teams to focus on what truly matters—people.

Partner with us to enhance employee satisfaction, boost productivity, and transform your HR services into a strategic asset.

ServiceNow Security Operations (SecOps) helps organizations stay ahead of evolving cyber threats by automating the detection, prioritization, and resolution of security incidents. It offers real-time threat detection to quickly identify vulnerabilities and reduce risk, while automating routine tasks to speed up response times. By seamlessly integrating with IT and security systems, SecOps improves incident resolution and breaks down departmental silos. A unified dashboard provides enhanced visibility and control over the security posture, enabling comprehensive monitoring.

With deep expertise in the Security Operations domain, Accion Labs ensures organizations remain protected as they grow, delivering security solutions that align with business needs and accelerate responses to threats.

ServiceNow Customer Service Management (CSM) enables teams to deliver faster, smarter service across various channels, enhancing customer satisfaction and fostering loyalty. By automating routine tasks and streamlining workflows, CSM ensures efficient issue resolution, enhancing service delivery.

It supports omnichannel engagement, enabling customers to connect through their preferred channels while providing a consistent, unified experience. With proactive service features, CSM identifies potential issues early, resolving them before they affect customers.

The platform’s end-to-end case management integrates customer service with IT, operations, and field service, offering comprehensive visibility and speeding up resolution times. AI-powered insights personalize experiences based on individual customer history and preferences, elevating service quality. Additionally, advanced analytics monitor performance, empowering businesses to make data-informed decisions for continuous improvement.

By leveraging ServiceNow CSM, Accion Labs transforms customer interactions into lasting relationships, ultimately fueling business growth through exceptional service delivery.

ServiceNow Field Service Management (FSM) transforms field operations, enabling faster response times, greater efficiency, and enhanced customer satisfaction. With intelligent scheduling and automated dispatching, FSM optimizes workforce deployment by ensuring the appropriate technician is dispatched to the correct location at the right time.

The platform’s proactive maintenance capabilities, powered by AI and IoT, predict and address potential issues before they impact customers, minimizing downtime. Its mobile-first experience equips technicians with real-time access to job details, parts, and knowledge, enabling more effective issue resolution.

Integrated workflows connect field service with customer service, IT, and operations, ensuring seamless, end-to-end service delivery. A comprehensive dashboard offers real-time visibility and actionable insights into technician productivity, SLAs, and customer satisfaction, further enhancing operational efficiency.

Customers benefit from real-time updates, estimated arrival times, and opportunities to provide feedback, ensuring a positive experience with every interaction.

By partnering with Accion Labs, organizations can reduce costs, improve operational efficiency, and deliver field service that exceeds customer expectations.

One of the critical elements in delivering exceptional customer experiences is creating workflows that integrate across various applications to automate and deliver use cases seamlessly. At Accion Labs, we help identify, develop, and automate workflows across people, silos, and systems with minimal complexity, cost, and risk using AI-powered development on the ServiceNow App Engine. Our expertise, combined with this technology, simplifies app development and delivers a great experience.