REMOTE WORKFLOWS BY CROSSFUZE
Some companies have been enabling a remote workforce for years, while others have only been dipping their toes in the water. Most are somewhere in between. But this spring, the COVID-19 Coronavirus pandemic has brought remote workforce challenges. You can respond with short-term solutions and a long-term strategy.
Suddenly, and with very little time to prepare, IT and business leaders are moving their transformation timelines up to “Now.” They must find ways to stay connected with customers while offering employees an effective and efficient work experience anywhere and at any time.
As both healthcare and economic concerns weigh heavy on the mind, the stakes have truly never been higher. But while immediate needs are (rightly) the focal point of your response, it’s important to consider the longer-term opportunity to further your business transformation, improve the efficiency of your company, and be better prepared for the “next” crisis.
To help you build your near- and long-term plan, we identified three phases of response.
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The tools you need to successfully enable your newly-remote workforce may already be in your ServiceNow toolkit.
CHALLENGE 1: Asset Management
Distributing and tracking company assets—such as laptops, monitors, and phones—in a remote working environment requires different tools and processes than when done under one roof. Look to ServiceNow’s Hardware Asset Management module to track your company’s assets, so you always have visibility into who has what, when and where.
CHALLENGE 2: Request Management
In a new remote environment amidst a crisis, IT teams are facing both new types of requests as well greater volume of requests. Updating your Service Catalog to better fit the circumstances will help to manage and streamline the requests coming in.
CHALLENGE 3: Service Portal Improvements
Your Service Portal is a crucial element of providing your workforce fast and effective support. Now is the time to evaluate where you can improve, scale up, or add crisis-related resources to your portal.
CHALLENGE 4: Dashboard & Reporting Improvements
Visual dashboards and improved reporting capabilities are essential for a remote workforce. Consider implementing a Visual Task Board in your ServiceNow instance to facilitate solid communication among teams while ensuring projects are on track.
CHALLENGE 5: IT On/Offboarding
While many organizations are experiencing furloughs and layoffs, others are employing more new workers than ever. In either case, it’s crucial to ensure a consistent IT process is followed without missing a step. Build out a furlough or temporary-onboarding template in ServiceNow with all critical steps: credentials, assets, data preservation, and more.
CHALLENGE 6: Demand Management
The new fiscal reality requires us to assess and prioritize projects, and select which ones should go ahead. The Demand Management module in ServiceNow ITBM helps your team scope and prioritize project demands to fit within budget and resource constraints.
CHALLENGE 7: New Workflow Creation
For many organizations, the processes and workflows in play prior to the crisis are no longer effective. It’s time to build new workflows or modify existing ones. With ServiceNow, you can move from requirement capture, to testing, to in-production within days.
Browse our selection of resources curated to help inform your business decisions as you guide your organization, your employees, and your customers through the crisis.
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Consulting and analyst organizations see the pandemic requiring us to move through three to four phases. Those phases help us get back to an economy that looks normal over the next year. When an outbreak of this magnitude hits, going through stages to get to a reality that seems more sustainable and human makes sense. However, we must process what has happened before our minds can move forward.
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The remote workforce has grown by 173 percent since 2005. While some companies have been enabling remote work for years and others haven’t jumped on the bandwagon at all, most are contributing at least a few employees to the remote workforce. But every company has had to consider the state of their remote workforce and digital transformation as the COVID-19 virus makes these issues more and more urgent.
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A crisis on the scale of the one we’re facing demands decisive action. Luckily for many IT leaders, the first move was easy: When COVID-19 work-from-home mandates hit, those with the right policies and infrastructure in place endured the massive shift to remote work with minimal disruption. Add VPN capacity, videoconferencing, and a healthy dose of candid communication, and productivity can remain relatively unscathed.
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There are three new no-cost ServiceNow apps designed with the purpose of helping your organization fight COVID-19. Additionally, there is one new no-cost ServiceNow app for State and Local Agencies.
All of these Emergency apps are at no cost from ServiceNow until September 30, 2020.
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These are challenging times as we enter into our new reality, and I wish the best for you and your families. We are going through an unprecedented event together. The strategies we use now and in the future, require a shift in mindset. The simple goal of this article is to help you reflect on, reframe, and communicate your modernization mindset so your company can perform at a high level.
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Remote working, or telecommuting, isn’t a new trend. According to The Remote Work Report, 60 percent of people work remotely 100 percent of the time, with 42 percent of those having done so for more than five years. From the years 1996 to 2016, the number of companies offering remote work increased threefold—from 20 percent to 60 percent—according to the 20th Anniversary Edition of SHRM’s annual Employee Benefits research report.
CASE STUDY
Latham & Watkins is one of the largest law firms in the world. The Now Platform® supports its growth and dedication to innovation and collaboration.
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I am not an economist; I don’t even play one on TV. Maybe that’s a moot point since economists often cancel each other out. As Nobel laureate Paul Samuelson famously quipped, “Economists have correctly predicted nine of the last five recessions.” For the reader, I have gathered specific content based on strong-methodology research from subject matter experts who advise executives and leaders.
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Operational efficiency impacts the bottom line of every organization. When employees are faced with IT issues, the most common way to a resolution is to march into the IT office and find help. Most businesses do not have the proper systems in place to make this experience efficient for the employee or the IT department.
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Operational efficiency impacts the bottom line of every organization. When employees are faced with IT issues, the most common way to a resolution is to march into the IT office and find help. While this may be the fastest method, most businesses do not have the proper systems in place to make this experience efficient for the employee, or the IT department.
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Everyone knows Hans Christian Andersen’s cautionary tale. Yet, no one wants to think of themselves as the emperor. I fear, however, that when it comes to the much-buzzed-about topic of digital transformation, too many enterprise leaders are unwittingly playing the part.
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While the worst of the economic impact may be upon us, I want to offer some perspective on what MSPs should be thinking about, what the TruMethods team is doing to assist its members and how MSPs can come out on top after the pandemic subsides.
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