Category: service management

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Bridge-builder Digital Transformation Discussion topic service management

Why every ServiceNow client needs a bridge-builder

Why every ServiceNow client needs a bridge-builder
Why every ServiceNow client needs a bridge-builder

ServiceNow® continues to lead in enterprise service transformation, with over 8,400 customers worldwide, including more than 2,100 clients spending over $1 million annually. Its ecosystem spans thousands of partners, each bringing their own methodologies, tools, and pace.

While this scale is a strength, it can also be a challenge.

Organisations adopting ServiceNow often face a gap – between what the business needs and what the partner delivers. That’s where a bridge-builder comes in.

The value of a bridge-builder

A bridge-builder is an experienced consultant who connects the dots between client ambition and partner delivery. They speak both languages – strategic outcomes and delivery detail – and help avoid the disconnects that can derail programmes or lead to shelfware.

Five reasons to bring in a bridge-builder

  1. Unify the vision
    Ensure every party shares the same goals, priorities and definition of success – before the build begins.
  2. Translate between business and technical
    Clarify jargon, challenge assumptions, and make sure no key detail gets lost in translation.
  3. Spot risks early
    Identify where gaps exist in scope, governance, or capability – and fix them before they grow.
  4. Keep the partner focused
    Support healthy challenge and alignment, ensuring partners stay on course and add value where it matters.
  5. Drive long-term value
    A bridge-builder looks beyond go-live. They help design a service model that scales and improves over time.

A final thought

In a platform as powerful – and complex – as ServiceNow, it’s easy for ambition to outpace implementation. A bridge-builder helps keep it real, practical, and moving forward.

If you’d like help bridging the gap between your ServiceNow goals and partner delivery, let’s talk.

ServiceNow is a registered trademark of ServiceNow, Inc. This article is independent and not affiliated with or endorsed by ServiceNow.

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Discussion topic Secrets of the IT department service management

Measure and improve – Secrets of the IT department

Measure and improve - Secrets of the IT department
Measure and improve - Secrets of the IT department

Like them or loathe them, all employees will need, at some point, to interact with the support services offered by the IT department. In this series of short articles, we uncover some of the secret workings of the IT department, finding out what is jargon and what is just common sense that can apply to all of us, regardless of our role, work, or profession.

After exploring incident, change, and problem management, it’s time to delve into how IT departments ensure that all these components work together harmoniously. Think of service level management as the local council that ensures the UK’s National Health Service, rubbish collection, and local schools operate efficiently and meet the community’s needs.

What is service level management?

Service level management involves defining, managing, and tracking the quality of IT services. It sets expectations, measures performance against them, and suggests improvements to ensure IT services meet business needs and objectives.

Why service level management matters

The quality of service provided is crucial for any organisation. It can significantly impact customer satisfaction, operational efficiency, and profitability.

Key elements of service level management

These include:

  1. Service level agreements (SLAs) – contracts that outline the quality of service expected
  2. Experience level agreements (XLAs) – these focus on the quality of the user experience, rather than just the technical metrics
  3. Key performance indicators (KPIs) – metrics used to measure and evaluate service quality
  4. Regular reviews – periodic assessments to check if services are meeting the defined expectations.

The benefits of doing this well

By employing strong service level management, organisations can realise several significant advantages, including:

  • Competitive advantage – by consistently delivering high-quality services, your organisation stands out in the market.
  • Risk mitigation – SLAs and ongoing monitoring help you identify and rectify issues before they escalate, reducing financial and reputational risks.
  • Strategic alignment – well-defined service levels help align IT operations with your organisation’s broader objectives.
  • Enhanced scalability – effective management provides the framework for scaling services up or down based on demand, enhancing operational flexibility.
  • Data-driven decision-making – metrics and KPIs provide actionable insights contributing to the organisation’s long-term success.

Example: Train services

Imagine service level management as the body that ensures UK trains run punctually, are clean, and offer good customer service. They set the benchmarks, measure performance, and implement improvements.

Example: A busy café

In a café setting, service level management would monitor how quickly customers are served, the quality of the coffee, and customer feedback. Remedial action is taken to improve the service if any of these metrics fall below the defined standards.

Your thoughts

Now that you’ve learned how service level management impacts the quality of services you interact with daily, what are your thoughts? Feel free to share your stories and insights.

This article is the fourth in our ‘Secrets of the IT Department’ series, aiming to demystify the essential elements that keep IT running smoothly. Keep an eye out for our next insightful piece.