ServiceNow

IT Service Management (ITSM)

Modernize your IT Service Management with ServiceNow, simplify your IT experience and bring speed and transparency to your IT services.

• Consolidate your tools and data on a common platform and reduce your IT costs in the long term.
• Improve employee collaboration and efficiency through automated processes and simple drag-and-drop task distribution.
• Make decisions based on dashboards with real-time information and gain new insights for IT service optimization thanks to machine learning (ML).
• Benefit from best practices from more than 25 years of FROX’ experience as a Swiss ITSM partner in the service management business.

IT Operations Management (ITOM)

With ServiceNow IT Operations Management, your IT team is always one step ahead and can proactively respond to outages. Based on existing services, experience, and insights into your IT resources, you can gain an overview of the interrelationships.

• Document relationships between business services and IT components.
• Monitor your IT infrastructure and get a consolidated overview of all events.
• Automatically prioritize to save time and resolve problems and outages faster.

IT Asset Management (ITAM)

IT Asset Management from ServiceNow helps you to efficiently manage your IT infrastructure (hardware, software, cloud IT assets) via a single platform and ensure ongoing support for IT assets. To do this, the ServiceNow platform provides a centralized view and control of all IT assets in real time, including location, status, configuration, and usage.

• Automate the entire IT asset lifecycle and routine tasks such as provisioning, modification and disposal of IT assets to control capital and operational expenditures, work more efficiently and reduce manual errors.
• Keep track of the health and usage of your IT assets with real-time reporting and analytics.
• Manage software licenses effectively and ensure they comply with license agreements to reduce potential financial risks from non-compliance.
• Optimize the use of your IT assets, avoid over-licensing and reduce losses and theft to save costs.
• Minimize security risks by identifying and eliminating security vulnerabilities, updating outdated devices and removing unauthorized software applications.

Customer Relationship Management (CRM)

ServiceNow CRM combines customer service, sales, and field service on a central platform. Such integration allows customer processes to be mapped consistently across all phases – from the initial inquiry across the sales process to on-site service delivery.

Customer Service Management (CSM) is used to record and process requests in a structured manner. Sales & Order Management supports quotation creation and order processing. Field Service Management (FSM) enables efficient planning and execution of assignments. All parties involved work on the same database and access standardized, automated workflows.

Artificial intelligence (AI) helps to further optimize processes – for example, through suggestions, predictions, or automation of routine tasks. This creates transparency, reduces the workload on teams, and enables coordinated collaboration along the entire value chain.

Customer Service Management (CSM)

More quality and speed through teamwork: With ServiceNow’s Customer Service Management solution, everyone in the company contributes to improved customer service and an optimal customer experience.

• Self-Service: Empower your customers to solve problems themselves.
• Avoid information silos: To deliver optimal and rapid resolution to complex customer issues, all departments must be able to collaborate transparently and efficiently.
• Leverage insights: The knowledge platform helps you learn from mistakes — efficiently and across departments.
• Proactive and informed: Monitor products and services in customer service to fix problems before customers notice them.

HR Service Delivery (HRSD)

ServiceNow’s HR services solution helps you improve the quality of your employee management and increase human resources productivity. The applications in the suite are designed for all sizes — from a simple request to the integration of new processes and the onboarding of new employees. Everything comes together in the HR suite and can be easily evaluated.

• Make HR services accessible to every internal and external employee.
• Automatically assign requests to the most appropriate person.
• Treat your employees like good customers by offering personal, proactive and efficient HR services.

Field Service Management (FSM)

With ServiceNow Field Service Management, you can modernize your company’s field service. Manage the resolution of customer issues on site, such as maintenance and repairs or other on-site appointments with your customers, with digitalized and automated processes.

Field Service Management allows you to monitor the condition of customer assets and proactively resolve issues to reduce downtime. Thanks to the Field Service Management mobile app, your field service staff can document details on-site and submit them in real time, so the dispatch center can stay on top of all jobs.

• Automate job assignments to send out best-fit technicians to your customers.
• Simplify the creation of route and tour plans for field service through smart automation.
• Help your service team quickly resolve customer issues with a centralized knowledge base and easy-to-use co-working tools.
• Control workflows and processes, from assigning and tracking service orders to completion and billing.
• Automate materials and parts management.
• Manage contracts with customers and suppliers to ensure compliance with your service level agreements (SLAs) at all times.

Strategic Portfolio Management (SPM)

Manage and optimize your portfolio of projects, initiatives, and resources with Strategic Portfolio Management. ServiceNow’s SPM solution provides features and tools to help you define strategic goals and achieve them more effectively. With SPM, you can minimize risk, select the right projects, better allocate resources, continuously monitor progress and maximize return on investment.

• Clearly define your organization’s strategic goals and priorities to ensure projects and initiatives are aligned.
• Analyze projects and initiatives thoroughly to assess benefits, risks, costs, and resource requirements. Make informed decisions about their inclusion, prioritization, execution, or rejection based on your findings.
• Allocate resources such as personnel, budgets, and materials efficiently and ensure that they are used optimally and support your strategic goals.
• Continuously monitor the progress of projects and initiatives to gain insight into the performance and ROI of your portfolio. Identify bottlenecks and make timely adjustments to achieve goals more effectively.

ServiceNow App Engine

ServiceNow’s App Engine is a platform on which developers can create applications and extensions for the ServiceNow platform. With the tools provided, applications can be quickly and easily developed, tested, deployed and customized to meet your business needs to create a more efficient and productive work environment.

• Enable developers to build applications on the easy-to-use low-code development environment using visual tools and pre-built components without the need for extensive programming skills.
• Leverage the App Engine’s integration capabilities to seamlessly connect with other systems and services in your organization.
• Automate business processes and workflows with App Engine tools that allow developers to model, automate and optimize processes.
• Leverage App Engine’s extensive security features to ensure that applications and extensions you create comply with security standards and policies.
• Customize the App Engine to your business needs, as the platform is highly scalable and powerful.

Sales and Order Management

Sales and Order Management from ServiceNow enables businesses to optimize the entire sales and order process — from quote creation and pricing to automated order fulfillment. The solution strengthens collaboration between sales and service teams, automates workflows, and ensures a seamless customer experience. With a centralized platform, businesses gain real-time visibility into sales processes, customer demands, and contracts to maximize revenue potential. This not only enhances efficiency but also increases customer satisfaction and drives sustainable revenue growth.

• Automate the entire sales and order process to minimize errors and reduce processing times.
• Increase transparency across the lead-to-cash process by leveraging real-time reports and analytics on sales performance and order fulfillment.
• Optimize pricing strategies by defining flexible models for one-time, recurring, or usage-based fees while supporting multiple currencies.
• Reduce complexity in order management by automating workflows, improving team collaboration, and eliminating manual steps.
• Enhance customer relationships by enabling service teams to respond more quickly to change requests, contract renewals, and service inquiries.
• Integrate existing systems to seamlessly connect sales and service processes, creating a unified platform for all sales activities.