The cost of ServiceNow customisation

For the last 20 years, customers of leading ITSM solutions on the market have been asking again and again the same question. What is the cost of customising my solution?

What they mean by the cost of customisation is not how much it costs them now in terms of development and implementation but how much it will cost them over the years.

Specifically, they refer to ongoing maintenance costs and – brace yourself, I am going to write something most customers don’t want to read – the cost of an upgrade!

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Did you miss our last Dokument webinar?

Last Wednesday, Atlantic Puffin had the pleasure to produce an informative webinar regarding DoKument, a brand-new app for the ServiceNow platform which provides you with the full and complete visibility on your ServiceNow’s now state of customisation and evolutions through your projects and business as usual activities.

In case you missed this webinar session, you can access the recording of this half an hour seminar right here!

DoKument webinar - Replay in FR

Please, fill the form below the get the replay link:

Covered within this webinar are the following topics:

  • Provide full visibility on level of customisation in ServiceNow
  • Provide information to stakeholders AND technical staff
  • Significantly reduce documentation time/costs so that your developers concentrate on producing code
  • Host documentation in ServiceNow
  • Link business requirements to technical documentation

Project documentation: get rid of the paper!

The documentation of business applications in enterprise is often a tedious activity requiring rigour and tenacity. Often regarded as important but not a priority, it inevitably becomes obsolete over time and projects.

It is usually the same on the ServiceNow projects. Once the platform keys are entrusted by the integrator to the client, the first drifts settle. The impacts of non-up-to-date documentation are felt during organizational change (1), a reversibility period of OLS, or in the presence of malfunctions on critical applications requiring expert intervention, often external.

The documentation considered anecdotal at a time of the project, then becomes indispensable to better understand the level of personalization of the proceeding to improve/correct the situation and regain control.

Finding a solution to ensure the continuity of exploitation and the resumption of the ServiceNow platform is a major constraint to which the administrators of the platform must cope (turn over internal/external) (2).

Continue reading “Project documentation: get rid of the paper!”

Nightmare: Documentation. How do you handle it?

The documentation of business applications in enterprise is often a tedious activity requiring rigour and tenacity. Often regarded as important but not a priority, it inevitably becomes obsolete over time and projects.

It is usually the same on the ServiceNow projects. Once the platform keys are entrusted by the integrator to the client, the first drifts settle. The impacts of non-up-to-date documentation are felt during organizational change, a reversibility period of OLS, or in the presence of malfunctions on critical applications requiring expert intervention, often external.

The documentation considered anecdotal at a time of the project, then becomes indispensable to better understand the level of personalization of the proceeding to improve/correct the situation and regain control.

Finding a solution to ensure the continuity of exploitation and the resumption of the ServiceNow platform is a major constraint to which the administrators of the platform must cope (turn over internal/external).

Today, the feedback on any project ServiceNow in “activity” leads us to the following conclusion: technical documentation is a pre-requisite for anyone wanting to measure the degree of personalization of an instance and avoid any regression of setting up. This recurring charge is estimated at 2-3 days per month for a FTE on medium-sized projects (ITSM base + 1 trade with 100 fulfiller users).

The solution: It is necessary to rethink the form and use of the documentation. In the face of these findings, why not consider redefining the concept of documentation or how to build and maintain it?

This is precisely what Imakumo brings the answer to. The “DoKument” application allows you to think “information and knowledge” rather than document.

A document is only a container. The important thing remains the content! Regardless of whether it is broadcast in an office format, an e-mail, fields of stories. What is ultimately important is the lifecycle of the developed functionality but also to know what it serves, to whom it serves and when? The purpose is to rapidly obtain cases of use of this documentation. I think this is a bit superfluous and needlessly lengthens the text.

Thus, the value of the application made by ImaKumo lies in the fact that each setting, every customization of scripts, every writing of stories, every incident or request for evolution can be linked to an object “tuning”. The latter, coupled with a setup batch, will be equipped with a version number and will contain the technical description of the set up.

The departure of key people from the admin team also becomes an opportunity to make the point on the existing via a technical audit or a retro-documentation. Difficult then to dive quickly in several weeks or months of settings. Transfer, change of integrator, redemption/merger of companies etc. Abacus to set

It is then possible to get rid of the “paper” documentation describing an architecture, to assist in the implementation of applications (shifting between teams, integrator changes, etc.), to participate in the maintenance in operational condition of key applications etc.

 

Build Apps on ServiceNow for a better way to work!

Delivering applications fast enough to keep up with business demands is challenging, but app development on the ServiceNow Platform makes it easy for you and your colleagues — including administrators and other low‑code developers — to build cloud‑native applications that improve the way your business works.

Following on from the hugely successful Hackathon a couple of weeks ago in London, we proved that developers can quickly create powerful and diverse applications using our Studio IDE and a rich set of pre‑built services and templates. And because all applications are on our Platform, integrating with other ServiceNow applications is a breeze.

Within this webinar we will be going through the art of the possible around developing applications on ServiceNow as well as how to start building applications on the platform. Additionally this webinar will be followed up with a hands on workshop within our London office a few weeks after to put the theory into practice.