ServiceNow Professional Services

Transform IT service delivery by migrating from legacy ITSM suites to the ServiceNow cloud-based ITSM platform. By integrating native GenAI capabilities directly into workflows, automating routine tasks, managing incidents, executing changes, and seamlessly connecting with other business processes, ServiceNow ITSM enables IT teams to work more efficiently, reduce downtime, and focus on strategic initiatives, enhancing the overall efficiency of IT and business operations.

With ServiceNow ITSM and our 15+ years of extensive expertise in delivering holistic IT service management solutions, we elevate end-user experiences, ensure a seamlessly functioning IT environment, and drive visible business growth.

A perpetual challenge in successfully managing an IT landscape is the CMDB (Configuration Management Database), with issues such as outdated or incorrect data, incomplete CMDB, lack of visibility, poorly defined relationships between devices, absence of service impact analysis, inconsistent updates during device changes, no real-time insights, and ownership ambiguity.

At Accion Labs, with a highly skilled and vastly experienced ITOM team, we address these challenges using ServiceNow's ITOM solution. CMDB design and maintenance are managed using the CSDM (Common Service Data Model) concept. From discovering IT assets (Discovery), automating discovery patterns to create relationships (Visibility), enriching asset data (CMDB), carrying out changes on the asset and understanding the impact during outages (ITSM), to managing the complete asset lifecycle until retirement (HAM), CSDM ensures a single asset record in a common database across the ServiceNow platform. This approach results in an accurate and up-to-date CMDB, providing complete visibility into IT assets and their relationships, and ultimately improving decision-making for organizations.

ServiceNow Hardware Asset Management (HAM) enables organizations to efficiently track, manage, and optimize their physical IT assets throughout their lifecycle. From procurement to retirement, HAM provides a centralized platform that automates asset tracking, reduces loss or misplacement, and ensures compliance with corporate policies and regulations.

Track and manage software licenses across the enterprise from a unified platform. ServiceNow Software Asset Management (SAM) automates software license tracking, usage analysis, and compliance management, ensuring that organizations reduce costs, stay audit-ready, avoid costly over-purchasing, and align usage with business needs.

Consolidate, align, and accelerate your business objectives on one AI-driven cloud platform with ServiceNow Strategic Portfolio Management (SPM), aligning strategy, planning, and delivery to provide 360º visibility and drive expected business outcomes.

With Accion Labs’ Strategic Portfolio Management practice and offerings (Strategic Planning, Investment Planning, Innovation Management, Demand Management, Project Portfolio Management, Resource Management, and Agile Development), companies can plan, prioritize, and manage their portfolios of initiatives, products, or projects, ensuring alignment with business strategies to maximize value delivery across the organization.

One of the critical elements in delivering exceptional customer experiences is creating workflows that integrate across various applications to automate and deliver use cases seamlessly. At Accion Labs, we help identify, develop, and automate workflows across people, silos, and systems with minimal complexity, cost, and risk using AI-powered development on the ServiceNow AppEngine.

Our expertise, combined with this technology, will simplify app development and deliver a great experience.

Empowering HR Transformation with ServiceNow HRSD

Unlock the full potential of HR operations through our ServiceNow HR Service Delivery (HRSD) expertise. At Accion Labs, we assist organizations in modernizing HR processes, providing seamless and personalized employee experiences throughout the entire HR lifecycle. Our customized solutions streamline service delivery, automate workflows, and optimize case management, allowing HR teams to focus on what truly matters—people.

Partner with us to enhance employee satisfaction, boost productivity, and turn your HR services into a strategic asset.

ServiceNow Security Operations (SecOps) helps organizations stay ahead of evolving cyber threats by automating the detection, prioritization, and resolution of security incidents. It offers real-time threat detection to quickly identify vulnerabilities and reduce risk, while automating routine tasks to speed up response times. By seamlessly integrating with IT and security systems, SecOps improves incident resolution and breaks down departmental silos. A unified dashboard provides enhanced visibility and control over the security posture, enabling comprehensive monitoring.

With deep expertise in the Security Operations domain, Accion Labs ensures organizations remain protected as they grow, delivering security solutions that align with business needs and accelerate response to threats.

ServiceNow Customer Service Management (CSM) enables teams to deliver faster, smarter service across various channels, enhancing customer satisfaction and fostering loyalty. By automating routine tasks and streamlining workflows, CSM ensures that issues are resolved efficiently, improving overall service delivery. It supports omnichannel engagement, allowing customers to connect through their preferred channels while maintaining a consistent, unified experience. With its proactive service features, CSM identifies potential issues early, enabling them to be resolved before they affect customers. The platform’s end-to-end case management integrates customer service with IT, operations, and field service, providing complete visibility and accelerating resolution times. Additionally, personalized experiences are driven by AI-powered insights tailored to individual customer history and preferences, enhancing overall service quality. Powerful analytics then track performance, empowering businesses to make data-driven decisions that drive continuous improvement.

By harnessing the capabilities of ServiceNow CSM, Accion Labs transforms customer interactions into lasting relationships, ultimately driving business growth through exceptional service delivery.

ServiceNow Field Service Management (FSM) transforms field operations, enabling faster response times, greater efficiency, and enhanced customer satisfaction. With intelligent scheduling and automated dispatching, FSM optimizes workforce deployment by ensuring the right technician is sent to the right location at the right time. The platform’s proactive maintenance capabilities, powered by AI and IoT, help predict and resolve potential issues before they impact customers, minimizing downtime. The mobile-first experience equips technicians with real-time access to job details, parts, and knowledge, allowing them to resolve issues more effectively. Integrated workflows link field service with customer service, IT, and operations, ensuring seamless, end-to-end service delivery. Real-time visibility through a comprehensive dashboard provides actionable insights into technician productivity, SLAs, and customer satisfaction, further optimizing operations. Customers benefit from real-time updates, estimated arrival times, and the opportunity to provide feedback, turning every interaction into a positive experience.

By partnering with Accion Labs, organizations can reduce costs, improve operational efficiency, and deliver field service that exceeds customer expectations.