ServiceNow Solutions

ServiceNow Solutions

ServiceNow Solutions: Optimizing IT Services and Government Operations for Efficiency

ServiceNow, a robust cloud-based platform, can revolutionize how organizations streamline IT services, operations and business management. Offering a suite of applications tailored for efficiency, it empowers automation, data management and custom application development. The centralized system is designed to elevate productivity, minimize errors and enhance service quality across diverse sectors. Beyond its out-of-the-box features, ServiceNow’s integration capabilities and adaptability allow for customized solutions, making it an especially useful tool for government agencies.


What is ServiceNow?

ServiceNow is a cloud-based platform that provides a wide range of solutions for IT service management, IT operations management, and IT business management. The platform is designed for organizations to automate business processes, build user interfaces, and manage data.


The platform offers a variety of applications for IT service delivery to improve efficiency. Some of the applications and key features include:

  1. IT Service Management: Assists organizations in managing their IT services using Incident Management, Problem Management, Change Management, Predictive Intelligence, Catalog Management and more.
  2. IT Operations Management: Helps organizations deliver IT operations more effectively using applications like Discovery, Service Mapping, Firewall Audits and Reporting and Configuration Management Database.
  3. Strategic Portfolio Management: Allows organizations to plan and prioritize project-related activities more efficiently and quickly with applications including Project Portfolio Management, Agile Development and Scaled Agile Framework (SAFe).
  4. Customer Service Management: Allows multiple departments to handle customer service requests quickly and efficiently by automating tasks.
  5. Custom Application Development: Provides out-of-the-box features to build custom applications to meet specific business needs, offering both low-code and no-code development options.


Capabilities and Benefits of ServiceNow

ServiceNow functions as a centralized system facilitating the creation, tracking and resolution of organizational requests or issues across departments. By using a centralized system, it helps minimize human error and manual labor while also reducing resolution times and enhancing service quality. One of its key features is an employee portal that consolidates request management and tracking into a single interface, improving employee productivity by automating repetitive tasks and intricate operational procedures – ultimately translating to cost savings for the company. The platform also provides efficient data management capabilities that greatly streamline decision-making processes. ServiceNow also supports AI experiences like Document Intelligence, Task Intelligence, Natural Language Understanding and more for organizations to work faster and more efficiently.


Additionally, ServiceNow empowers organizations by enabling them to define and oversee service-level agreements, which serve as critical tools for ensuring timely service delivery. The platform also integrates with third-party systems through out-of-the-box spokes, performing the necessary database operations for seamless integration. ServiceNow components and templates allow users to easily customize the platform to meet their needs, and its robust reporting and performance analytics tools help measure the organization’s performance. ServiceNow also offers stringent security measures to safeguard sensitive PHI/PII information.


Case Study: Streamlining Operations with ServiceNow at the Centers for Medicare and Medicaid Services

RELI Group has significant experience using ServiceNow to meet the needs of federal government clients, especially the Centers for Medicare & Medicaid Services (CMS). The team designs and builds custom applications for CMS using low-code or no-code components, delivering the applications in less time than typical coding solutions. Using a continuous integration and continuous delivery approach, RELI deploys changes from development through testing and into production faster.


Most notably, RELI uses ServiceNow on the Audit Correspondence Tracking System (ACTS) contract, its predecessor Audit Administration Tracking Tool (AATT), and Large Claims Appeals. Both the AATT and ACTS programs ensure accurate payments are made to providers by supporting CMS offices and stakeholders in effectively coordinating Medicare Cost Report audits and reimbursement.


The objectives of the AATT and ACTS contracts involved support to the CMS Office of Financial Management, Financial Services Group, as they oversaw and coordinated the Medicare cost report audit and reimbursement process. This process ensures all payments made to institutional providers are accurate and comprises all aspects of receiving, accepting, reviewing and settling cost reports, including subsequent appeals and re-openings.


RELI’s approach for this work included applying a re-engineered business process that analyzed the underlying requirements and unique workflows of key business functions. The team used a business process management methodology, considering people, processes and technology to reduce inefficiencies. The process included defining and outlining business practices, processes, information flows, data stores and systems, in addition to performing downstream system analyses, developing requirement documents, and supporting release management.


Based on this analysis, the RELI team used ServiceNow to develop a platform to track reviews, approvals and responses from multiple sources, as well as build email processes to extract formatted data within emails to populate new or existing cases. The status of these cases drive predefined workflows developed in the ServiceNow business workflow engine, which processes the rules developed to dictate actions on a case. Using ServiceNow approval, conditional and notification workflow activities streamline the review process and builds in traceability throughout the response process.


The RELI team also utilized the ServiceNow task table to build the structure for task management, including workflow and auditing. The extended task table is the centralized data repository for the case and workflow processes, and additional tables are utilized for each independently defined process within ServiceNow. Reporting requirements leverage ServiceNow’s reporting analytics framework, creating interactive reports with graphics for high-level tracking and access to the underlying data for review.


Put ServiceNow to Work for Your Organization

ServiceNow is more than just a platform – it can be a transformative force that changes how businesses operate. Its ability to streamline processes, enhance decision-making, and fortify security measures can make it indispensable. The federal government’s utilization of ServiceNow, exemplified by RELI Group’s initiatives, illustrates the platform’s adaptability and efficacy in navigating complex, critical systems. As it continues to evolve and cater to diverse organizational needs, ServiceNow serves as an emblem of innovation and efficiency, redefining the landscape of service management and organizational workflows. The RELI team is ready to transform your business with ServiceNow – contact us today to get started!