Achieving a 360-Degree View by Merging Data from ServiceNow and Other Apps

You can get a wealth of information about users, customers, and your company operations through ServiceNow. But just 22% of ServiceNow customers get all the information they need through ServiceNow alone.

To get a full view, BI teams and others in the company look to data from sources beyond ServiceNow – call-center, project management, ERP, and so forth.

But in order for that data from various departments to make sense, it must come together. So an increasing number of ServiceNow customers are merging data from other sources.

How to Merge ServiceNow Data with Other Data

ServiceNow customers combine data from various apps by replicating incident data and other ITSM data from ServiceNow to a data warehouse.

At this data warehouse, which also receives data from other systems, engineers synthesize the data, making it useful for reporting and analytics purposes.

Who Merges Data in This Way?

ServiceNow customers from any industry can move data to a data warehouse. Here are a few examples.

Rapidly Fulfilling Analytics Requests at ServiceNow

Let’s start with ServiceNow themselves. You would expect the ServiceNow corporation to use the ServiceNow platform – and they do.

This enterprise with 11,000+ employees generates massive volumes of internal data, including ServiceNow data. They send it to a data warehouse, where their ServiceNow data combines with data from 10 other sources.

As a result, their BI team turns around new analytics requests within just a few days. So stakeholders in marketing, finance, customer support, and other departments have access to a fuller view, enabling actionable insights.

Creating a New Catalog Offering at Intermountain Healthcare

Intermountain Healthcare combines data from ServiceNow with data from other systems for detailed analytics.

Their first step in combining data was to bring together ServiceNow data and their call-center data from their communications tool, Avaya.

Intermountain’s new data solution ultimately empowered them to create a new catalog offering of reports and analytics.

Improving Business Efficiency at AbbVie

AbbVie improves business efficiency as a result of aggregated data. With no noticeable impact to the performance of ServiceNow, they transfer ServiceNow data to a data warehouse, which also receives data related to project management, MSP (managed service provider) timesheets, and invoices.

As a result, Jane Stone of AbbVie reports, “We can see exactly what work’s being done for the money that we’re paying.”

You can hear about AbbVie’s story in the video at the end of the section below on Accenture.

Empowering Stakeholders with Better Visibility at Accenture

For Accenture, aggregating ServiceNow data with data from other sources is the reason that they originally created their data warehouse. They merge ServiceNow data with data from their call center, SAP, Workday, and other systems.

By combining data, Accenture equipped their service desk with a single report, created by data from their ServiceNow and their call-center tool.

Jeff Lowenthal of Accenture reports that executives “can look at SLA’s, they can make staffing decisions, they can identify hot spots, heat maps, all that kind of fun stuff.”

Gaining a Competitive Edge With a 360-Degree View

If you haven’t yet achieved a unified view of combined data, you’re not alone. Just 34% of executives believe they have achieved a single view of their customer as a result of aggregated data, according to a Forbes Insight report.

But achieving that view will give you a competitive edge.

If you’re ready to learn more about combining data for a fuller view, let’s talk.