ServiceNow provides innovative cloud-based services that deliver great experiences at work

ServiceNow replaces the unstructured work patterns of the past, with intelligent workflows of the future. ServiceNow solutions improve service levels, energize employees, and transform enterprises to deliver great experiences at work. Analysts consider the company to be a leading provider of cloud-based services for transforming enterprise operations. Its services include a suite of applications built on a proprietary platform which automates workflow and provides integration between related business processes.

Organizations deploy ServiceNow to create a single system of record for enterprise IT, lower operational costs and enhance efficiency. Additionally, the platform is used to build custom applications for automating activities unique to each client's business requirements.

Transform and run enterprise operations more efficiently

WORKING WITH COGNIZANT

Simplify, Modernize and Secure your Digital Enterprise with ServiceNow & Cognizant

Cognizant is a ServiceNow Gold certified Sales and Services Partner, Bronze certified Technology partner and a global Multi Service Provider (MSP) partner. Cognizant has successfully completed over 150 implementations and provides post-implementation support and managed services, covering core IT Service Management (ITSM), IT Operations Management (ITOM), Security Operations, Enterprise Service Management (ESM) and Business Service Management (BSM) processes.

Cognizant has driven customer success and delivered value by leveraging its deep industry expertise, trusted advisor status with 1300+ global 2000 companies, and a dedicated business unit focused on ServiceNow. Customers across the globe have chosen Cognizant to consult, implement and support ServiceNow to:

Drive faster time-to-market by helping build business and vertical domain applications

Simplify, modernize and secure IT by modernizing ITSM, eliminating service outages, resolving security incidnets and vulnerabilities fast and running IT like a business

Drive customer loyalty and experience by leveraging the true power of the ServiceNow platform

Working in collaboration with ServiceNow, Cognizant can help organizations:

1. Modernize IT Service Management

Cognizant has developed a wide range of service offerings and accelerators to help you modernize IT Service Management. One such example is the Golden Template—a Cognizant development framework—which helps accelerate the modernization of ITSM and consists of:

• 6 processes of ITSM
• Customer analytics
• Integration with Drastin reporting technology that can generate reports from free text searches and delivers search-driven data analysis
• Integration with products such as Ushur that drives mobile micro-engagement using SMS and enables convenient machine-to-human interactions using ServiceBots

Cognizant’s implementation and support offerings can be utilized to modernize ITSM across four different packages which are Swift, Fast Track, Classic and Custom.

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2. Eliminate Service Outages

Cognizant has developed a unique ServiceBurst offering to help you with service mapping and end-to-end Configuration Management Database (CMDB) services which includes implementation of ServiceNow Service Mapping, CMDB modeling, Event Management and Discovery. Custom identification and connectivity patterns are developed to map virtually any off-the-shelf or proprietary—customer-developed—applications by Service Mapping.

Leveraging the power of AI and IoT, Cognizant is working on an "Ops IT" Service Bot framework which would go beyond L1 & L2 task automation.

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3. Get to Cloud Faster

As the demand for cloud services grows, so does the development and deployment of public clouds outside the control of IT. This creates big challenges in maintaining service level standards as well as controlling the risks and costs to your organization. Today’s IT leaders must have a way to meet these needs, while at the same time get to the cloud faster

Cognizant has developed a CloudOps platform, uniquely built for ServiceNow customers, with the following functionalities:

• Dedicated cloud management portal 
• Pre-built service catalog with services to provision, decommission, clone, move cloud instances on public cloud
• CMDB integration and management of cloud instances in ServiceNow
• My Asset portal within the cloud management module
• Ability to order specific cloud assets

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4. Resolve Security Incidents and Vulnerabilities Fast

Bring incident and vulnerability data from your security tools into a structured response engine that uses intelligent workflows, automation, and a deep connection with IT to prioritize and resolve threats quickly based on the impact they pose to your organization. 

Resolving security incidents and vulnerabilities fast can be done by integrating third-party security tools with ServiceNow Security Operations. 

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5. Consumerize the Employee Service Experience

Today’s workforce expects consumer grade service experiences. With ServiceNow, you can make it easy for employees to be employees by providing fast, personalized, and ever improving levels of service, even for processes like onboarding that span beyond HR. Employee productivity and satisfaction will rise, and so will HR’s reputation.

Cognizant and ServiceNow provide customers and Cognizant’s own employees with a fast and easy way to access HR services in the areas of:

• Custom HR service management solution
• Cognizant DonateNow
• Cognizant ServiceNow CoE KM portal 

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6. Digitize Your Business With Intelligent Apps

Traditional application development and delivery can't meet the requirements of today's fast moving digital businesses. ServiceNow provides a comprehensive platform empowering citizen to professional developers, and an application store so that everyone can quickly build or deliver Intelligent Apps to accelerate your digital transformation.

Cognizant has developed multiple accelerators that help faster implementation of ServiceNow solutions. Some of the key accelerators are:

• Service Portal templates: Industry specific themed portal templates that cover 20+ different domains
• Service Portal re-usable code: Repository that exhibits latest UI elements along with its code, to ease complexities faced by project teams while working on front-end aspects and hence speed up their work
• Cognizant Integrat’R’ accelerator: A package which enables the easy integration of ServiceNow with third party applications using Simple Object Access Protocol (SOAP) protocol which can be set up with minimal coding
• Automated test suite: 350+ tests designed for various ITSM process areas of Cognizant’s Golden Template that provides better test coverage with well-defined test on various areas thus reducing testing efforts and improving productivity

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7. Run IT Like a Business

Gain complete portfolio and financial visibility, align better with the business, and accelerate service delivery.

ServiceNow’s IT Business Management solution provides you all the visibility needed into project and application portfolios. We have used these features to build offerings such as the requirements manager app, mobility app and student experience app. 

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8. Transform Service Management with Artificial Intelligence (AI), IoT and Chat Bots

Artificial Intelligence is poised to transform service management by transforming it from the system of record, to the system of intelligence.

This will be done by looking at unstructured data and applying a degree of intelligence making inferences about what is happening, then use AI to predict what is going to happen. 

Cognizant has been investing heavily in this area and provides services that transform service management, into intelligent discipline. Some of the focus areas include intelligent knowledge base, virtual assistants and chat bots, service desk L0 and L1 task automation. 

Key offerings include:

• iVA – Interactive virtual assistant to enhance end user experience on ServiceNow platform
• Skye4B and Cortana integration with ServiceNow
• IBM Watson with ServiceNow

9. Constantly Ready Infrastructure (CRI)

Cognizant’s Constantly Ready Infrastructure Framework incorporates ITIL, CMMI and best-in-class industry practices to ensure continuous service improvement, efficiency and cost reduction during the contract lifecycle. CRI leverages ServiceNow as a critical solution component and partner in its objective to help customers digitize, integrate and automate their business processes and operations.

Cognizant and ServiceNow Customer Success Stories

• US Financial Advisor Gains Control of IT Assets and Reduces Costs with Cognizant and ServiceNow
• Cognizant Streamlines ServiceNow Operations for Leading Dutch Telecommunications Provider
• Major Utility Company Enhances Existing ServiceNow Implementation with Cognizant Expertise
• Leading Payment Solutions Provider Streamlines IT Operations for Greater Agility with Cognizant and ServiceNow
• Major International Bank Enables Greater Business and IT Productivity with Cognizant and ServiceNow
• International Banking Group Streamlines Operations with Cognizant and ServiceNow

For more details on our partnership, contact servicenow@cognizant.com.