.png?width=100&height=48&name=GV_icon%20(2).png){kind=small}
.png?width=65&height=31&name=GV_icon%20(2).png){kind=small}
CMDB&CSDM
Business Value
The ultimate goal of the CMDB assessment accelerator is to deliver value by assessing multiple dimensions.
By evaluating the findings, we can define the maturity of the CMDB and find areas for improvement and optimization within the ServiceNow CMDB (and in other modules), and we can offer tailored implementation project recommendations that address the identified challenges, gaps, or opportunities for enhancement.
Methodolgy
The CMDB accelerator is delivered as a package, which refers to the Fixed-Time Fixed-Price delivery methodology. It can be combined with GV's Combine methodology or the customer's Agile approach following the deployment/release calendar.
Discovery
Business Value
ServiceNow Discovery can deliver essential business values. A non-exhaustive list of key benefits follows:
- Automated Discovery: ServiceNow Discovery automates the process of identifying all the IT Configuration Items (ready to be enhanced by financial data to become Assets within your organization. This helps maintain an accurate and up-to-date inventory of all IT assets.
- Improved Configuration Management: ServiceNow Discovery automatically updates the Configuration Management Database (CMDB) to maintain accurate configuration data, which is crucial for effective change and incident management.
Methodolgy
The Discovery accelerator is delivered as a package, which refers to the Fixed-Time Fixed-Price delivery methodology. It can be combined with GV's Combine methodology or the customer's Agile approach following the deployment/release calendar.
Service Mapping
Business Value
ServiceNow Service Mapping can deliver significant business values. A non-exhaustive list of key benefits follows:
- Improved Visibility: Service mapping provides a detailed view of all the services and their dependencies. This helps in understanding how different components interact with each other, which is crucial for effective decision-making.
- Reduced Outages: By understanding the dependencies, teams can predict the impact of changes, thereby reducing the risk of outages. This leads to improved service availability and customer satisfaction.
Methodolgy
The Service Mapping accelerator is delivered as a package, which refers to the Fixed-Time Fixed-Price delivery methodology. It can be combined with GV's Combine methodology or the customer's Agile approach following the deployment/release calendar.
Problem Management
Business Value
- Eliminate recurring incidents by addressing underlying root causes on a timely manner
- Minimize service disruptions by using built-in dashboards to proactively analyze service performance and configurations.
- Speed up service restoration by giving IT immediate visibility into known errors and workarounds.
- Accelerate root cause resolution by correlating problems and coordinating workflows to find the fastest way to address the underlying issue.
- Increase control on your IT landscape by integrating with other ITSM processes.
Methodolgy
Implementation is delivered in three phases:
- Preparation
- Three-week development sprints
- User acceptance testing (UAT) (incl. fixing defects)
- Go-Live preparation
- Hypercare and post-go-live support
Incident Management
Business Value
- Boost employee productivity by delivering a better experience with intuitive omni-channel self-service and two-way communication.
- Restore services automatically and fast
- Bring together the right agents to manage work and collaborate using one platform for all IT processes.
- Increase incident deflection by using the self-service portal and ServiceNow® chatbots
- Ignite agent productivity by assigning incidents to the right groups for faster resolution with the help of machine learning.
Methodolgy
Implementation is delivered in three phases
- Preparation
- Three-week development sprints
- User acceptance testing (UAT) (incl. fixing defects)
- Go-Live preparation
- Hypercare and post go-live support
Request Management
Business Value
- Meet users where they are 24/7 by delivering a personalized experience on the device or channel of choice with no extra development required.
- Improve productivity by fulfilling common requests via AI, automation, and self-service
- Boost user satisfaction by keeping them up-to-date with status updates and notifications.
- Maintain your services easily by letting your experts create and update product and service offerings, without added development costs.
Methodolgy
Implementation is delivered in three phases
- Preparation
- Three-week development sprints
- User acceptance testing (UAT) (incl. fixing defects)
- Go-Live preparation
- Hypercare and post go-live support
SnowMirror installation and configuration
Business Value
-
Time and effort savings
- Save time and effort by relying on a service to handle the entire installation and configuration process, reducing the need for your internal resources' capacity and technical expertise.
Cost Efficiency
- Guaranteed fixed price and less need for extensive IT support, resulting in potential cost savings for businesses.
Reduced complexity and errors
- The service streamlines the installation and configuration steps, making it easier for users who may not be familiar with all technical details.
- Leave the risk of issues and their fixing fully on us.
Standardized consistent configuration
- The service ensures that software is installed and configured consistently across your environments, reducing potential issues.
Methodolgy
Two Service Offerings are available, your selection depends on the level of readiness of the target organization's infrastructure.
Generative AI
Target Customer
- All proposals for greenfield ITSM/CSM implementations where Pro/Enterprise license can be considered.
- Customers already using the ITSM/CSM modules.
Note: Originally intended solely for ITSM, the same set of GenAI features are also available for CSM. Therefore, this accelerator is also applicable for CSM.
Package Description
Drive business value by enabling NowAssist Generative AI features for ITSM or CSM and optimizing the results over time.
The expected benefits can be calculated using our Business Value Calculator.
Methodology
Deliverables listed in the GenAI oneslider are achieved by enabling NowAssist with a fitting configuration after an initial analysis in 6 weeks.
The engagement then flows into a continual improvement mode, with 12 weeks of smaller, 20% FTE allocation for monitoring and optimizing the results.
CSM
Business Value
- Increase customer retention by providing a frictionless customer experience, throughout professionally designed service portals, with intuitive and effective layout.
- Improve customer satisfaction as result of improved service levels and more efficient interactions
- Optimize service desk agents’ productivity by automating case assignment and providing guided resolution steps.
- Strengthen customer relationships by impactful and efficient omni-channel interactions they will remember.
Methodology
We offer a tiered approach where each accelerator expands both vertically and horizontally compared to the previous one.
CSM Silver is recommended as the starting point when too little information is known about an opportunity, as from experience it is our most typical implementation.
Proof of Concept
Business Value
Our tailored Proof-of-Concept (POC) service aims to address your unique process ideas and provide you with a comprehensive validation of the proposed solution, offering insights into its technical viability and aligning it with your specific business requirements.
It will help you validate the feasibility of integrating ServiceNow into your processes, ensuring a seamless and efficient transition to a solution that perfectly aligns with your organizational goals.
Performance Testing
Business Value
Performance testing of a ServiceNow instance evaluates how well the instance performs under various conditions. It measures speed, stability, and scalability in relation to increasing amounts of load, users, and data.
Benefits
- Performance evaluation: Customers receive an assessment of their instance’s performance. In case of findings, such as slow loads or slow operations, we can identify the root cause and suggest solutions.
- Instance scalability: Performance testing evaluates the instance's ability to handle the expected workload, even during peak usage.
- Increased efficiency: Identifying and resolving performance issues streamlines processes, reducing the time needed to complete tasks.
- Preventing business disruptions: Reliable and effectively performing instance is more resistant to business disruptions and failures caused by timeout.
Potential customers for this service:
- Customers facing general performance issues.
- Customers undergoing code refactoring.
- Customers experiencing business growth and expecting an increase in functionalities and users.
Symptoms indicating a need for performance testing
- The instance often does not respond to keyboard or mouse commands.
- Operations seem to run slower than before.
- Slow performance across all or specific applications in the instance.
- Slow response time when entering data.
- The user interface takes too long to refresh.
- Transactions fail to complete due to timeouts.
Methodology
1. Analysis of manual test cases
- Analyze existing manual test cases and test documentation
- Quantify test cases in building blocks (a building block is 10 ATF test steps)
- Select test cases to automate
- Choose the accelerator
- Based on the calculated data, determine the number of building blocks and the corresponding option that covers them.
2. Creation of automated test cases
- Create the test cases based on the scope included in the chosen accelerator
- BRONZE: 40 building blocks (app. 20 ATF tests)
- SILVER: 60 building blocks (app. 30 ATF tests)
- GOLD: 80 building blocks (app. 40 ATF tests)
- Initial execution of the tests is included to ensure that it works as expected.
3. Final run and handover
- Final execution of the ATF tests
- The result of the final run is added to the documentation.
- Handover of the ATF tests and related documentation to the customer.
ATF test is meant a test case containing up to 20 ATF test steps (1 test contains 2 building blocks and 1 building block is 10 ATF test steps).
ATF tests containing more than 20 steps would be counted as multiple tests.
Test Automation (Automated Test Framework)
Business Value
-
Automated tests provide fast validation of essential functionality. Within this accelerator, we offer customers automating test cases, covering critical features in their instance. These tests are scheduled to run at specified intervals (e.g., weekly) in the Automated Test Framework application, and the results are stored in ServiceNow.
- Regular monitoring of instance usability and accessibility
- Verifying that custom changes in the instance don’t break existing functionalities, that are essential for everyday operations
Potential customers for this service:
- Customers that rely on functionalities crucial to their daily operations. Automated tests allow regular monitoring of such services, while avoiding repetitive manual testing.
UAT as a Service
Business Value
-
The purpose of User Acceptance Testing (UAT) is to validate system behaviour and ensure that recent changes do not introduce unintended issues and that the system is usable and stable.
User Acceptance Testing provides important benefits, among others:
• Identifying issues before impacting live operations
• Preventing the need of introducing workarounds that may affect overall productivity and security
• Improving user satisfaction by avoiding malfunctions deployed in production
• Reducing support workload after production rollout.
Potential customers for this service:
- Customers upgrading their instance who require assurance that the upgrade will not disrupt existing functionality or cause business interruptions.
- Customers releasing a new functionality (app, portal,…) that need comprehensive final testing prior to launch.
- Customers undergoing code refactoring that need re-validate functionality to ensure continuity and performance.
METHODOLOGY
User acceptance testing is delivered as a service. Customer can purchase either bronze, silver or gold plan, depending on the number of test cases to execute.
QA engineer will organize the testing process, execute the tests and ensure that the defects are fixed before the changes are released to production / before production is upgraded.
1. Process Establishment
- Analyze and understand the product based on documentation provided by the customer.
- Appoint the GuideVision UAT team that will conduct the tests.
- Set up communication channels and tools for collaboration
2. Test Management and Planning
- Define testing scope based on the documentation provided by the customer.
- Assign roles and responsibilities (executing and reporting tests).
- Establish testing strategy.
- Define the test environment (testing instance) and get access (common approach is to have 2 testing environments: DEV and test instance).
- Gather the final test cases and in case of testing upgrade, design test cases related to upgrade changes.
- Define the test schedule (upgrade testing is driven by the upgrade time plane agreed with the customer).
- Identify and mitigate potential risks throughout the testing process to minimize their impact on deliverables.
3. Test Execution
- Perform manual tests according to the test documentation in a pre-production instance.
- Execute automated tests (if any) before and after upgrade to detect eventual discrepancies.
4. Defect Management
- Check the results and analyze failed tests.
- Report defects.
- Retest failed cases once they are fixed.
5. Final report
- Customer will receive a test report detailing the results of our testing efforts, including:
-
- test coverage (executed tests against planned tests)
- pass/fail rates
- any identified issues or defects