The HORROR of Managing Mobilty on ServiceNow

For 20 years ServiceNow revolutionized Service Management. From ITSM, HR, SPM, & IRM, every manner of business service found its way onto the platform.

In parallel, we became more reliant on mobile technology, connected devices, and services that support them.

So why has the ServiceNow space lacked good solutions for mobility, and what to do we about it?

What Makes Good Mobility Service Management?

• Clearly defined services. This includes ordering a new device, transferring liability, suspending service, and many others. It also includes what devices are available, and who's eligible to order or upgrade them.
• Accurate Asset and Config data about both devices and service lines.
• Understanding the work flow for each service.

Slam Dunk for ServiceNow, Right?

? Not so fast...

One hopes ServiceNow's catalog, flow designer, asset management, and service portal provide exceptional mobility service experiences AND timely accurate asset data. But that's not the case.

Mobility Service Management, a nearly $10 Billion dollar industry, hasn't had adequate ServiceNow solutions, for very good reasons. That means

?? The enterprise can't get timely accurate information about its mobile assets.

?? Mobility/Asset managers are burdened with hyper-manual workloads

?? Service consumers can't easily request what they need, or get timely provisioning info.

Problem 1: Where is the Data?

Traditionally, understanding one's network and physical assets was as simple as using ServiceNow Discovery (or 3rd party tools). Unfortunately the most accurate & complete information for connected devices and service lines is held in the carrier and service provider databases.

Large enterprises have DOZENS of external databases holding critical device, service line, and MDM data. These databases are rarely unified.

Consequence: Multiple stale data sources such as excel for different carriers and regions across your enterprise. Slower, less reliable decision making intel. Labor intensity.

Problem 2: Integration & Flow

Bad enough all your data is held by carriers/service providers, but each have their own interfaces and workflow. The teams actually doing the work are outside your enterprise.

"But can't ServiceNow integrate with 3rd parties?" Yes, but this means dozens of complex bi-directional integrations.

Consequence: Mobility management teams are buried under highly manual 'swivel seat' work. Increased headcount. Huge, expensive projects for bespoke ServiceNow solutions.

Problem 3: Access, Entitlement, & Product Management

One of the most complex parts of the mobility lifecycle is determining

• What products will the enterprise offer its users? Don't want the iPhone6 in there? Someone has to manually configure that in ServiceNow.
• Governing what products can be ordered by what users? In most cases, ServiceNow user criteria simply isn't complex enough to manage this.

Consequence: Manual work for your ServiceNow team to manage entitlements, access, and product data that changes daily.

Where is the Hope?

Many would argue we can build something on ServiceNow, but lets consider....

• Many complex bi-directional integrations.
• A large amount of manual labor from mobility management teams, asset managers, and ServiceNow experts.
• The creation of multiple complex bespoke solutions.
• Managing data and configuration that changes constantly (products offered, access, entitlement, and service providers for example)

Truly, providing exquisite user experiences, great mobile lifecycle services, and getting accurate asset & config data in return is hopeless... UNTIL NOW

With the Sakon Device Platform (a 2023 Gartner Visionary for managed mobility services) recently integrated with ServiceNow , allowing you to solve all these problems with an easy scoped app deployment.

? Instant integration with all the carriers and service providers you use (or may ever use)

?? 100% accurate mobile device and service line asset & configuration data

?? Exquisite user experiences in the ServiceNow Service Catalog

?? Ready made workflows for all common mobility services.

Automate Your Mobility Service Management on ServiceNow Today

Listen to CJ & The Duke's podcast featuring Sakon.

Read the Gartner Report on Managed Mobility Services.

TALK TO SAKON TODAY.