How to Enhance Digital Immunity in ServiceNow

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When it comes to streamlining enterprise operations, ServiceNow is a solid platform that can help organizations improve collaboration between departments and execute their workflows.

That being said, the performance of your ServiceNow platform is only as good as the underlying health of the system.  

A healthy platform means your teams can use ServiceNow without a hitch and get things done more efficiently. So whether you’re using it to manage IT tickets or coordinate complex project tasks, a digitally immune ServiceNow instance empowers your teams and enhances overall productivity.

Conversely, when the platform suffers from poor digital immunity, a host of issues arise. The application slows down. Functions may not execute as intended, leading to errors and inefficiencies. In the worst-case scenario, you open up the platform to security breaches, putting the organization at risk for data leaks and compliance violations.

Digital immunity is vital for any platform, but it’s particularly critical when using a comprehensive ecosystem like ServiceNow.

With that in mind, we’ve put together a practical guide to help ServiceNow administrators and users improve digital immunity and platform health. Let’s get started. 

 

What is digital immunity for ServiceNow?

Digital immunity for ServiceNow refers to the system’s ability to maintain high performance and security standards. Achieving digital immunity involves implementing robust data protection, efficient change management, and continuous system monitoring to prevent disruptions, errors, and security threats. 

In the same way a person’s immune system fights off infections and maintains overall health, digital immunity in ServiceNow protects against performance issues and threats to ensure the system’s stability.

When done right, digital immunity keeps your ServiceNow instance running smoothly so users experience fewer issues. 

 

How to enhance digital immunity in ServiceNow

Now that we’ve covered the fundamentals of digital immunity in ServiceNow, let’s discuss the steps you can take to achieve and maintain a healthy platform for your org. 

 

Step 1: Gain visibility 

The first step to achieving digital immunity is to identify the issues plaguing your system. As Chris Riggs, Senior Product Manager at Quality Clouds, puts it, “You’ve got symptoms, and the platform is not working as well as it should, but you don’t know where the problems are. So, the first step is to get that visibility and understand where the problems are.”

This phase involves scanning your ServiceNow system and analyzing the results to pinpoint inefficiencies, vulnerabilities, and areas for improvement.

There are a number of ways to approach this step. Some organizations may choose to do it manually, tasking developers with combing through issues and understanding what’s causing different symptoms. Needless to say, this approach can be tedious and time-consuming. It can take your team a month or more to complete the scan, and in that time, additional issues could’ve popped up already.

Alternatively, you can use ServiceNow HealthScan, a tool offered by ServiceNow itself, which scans your instance “to provide data points across five key categories: security, upgradability, performance, manageability, and usability.”

You can also gain better visibility into your ServiceNow issues using Quality Clouds, which implements a more comprehensive scan of your ServiceNow instance. Quality Clouds scans your platform far more quickly than a manual approach, surfacing issues in hours instead of weeks and months. 

Our scans can also go much deeper and look for adherence (or lack thereof) to technical best practices, industry standards, and your organization’s specific guidelines and best practices. 

Once the scan is complete, you must also categorize and prioritize the issues to determine what to work on first.

As Chris explains, “You should understand where the problems are. From there, understand the size and shape of those problems and where the issues stand in terms of types and severity.”

Again, Quality Clouds does a great job here. Once you’ve narrowed down and prioritized those problems, we can assist in developing tailored solutions to address each specific issue.

“We can help and say, ‘Well, you can create tags and allocate your issues to different teams. Some of the work we’re doing at the moment is going a step further and automating the allocation of issues to teams,” remarks Chris.

 

Step 2: Address the issues and put checks in place

Already know the problems with your ServiceNow instance? The next step is to address them. This part of the process will, of course, vary from one organization to another. Depending on the issues, you might need to deploy patches, update configurations, or conduct staff training.

Another critical component of this step is putting checks in place so you can avoid running into the same problems. 

You also need to commit to new ways of working in order to enhance platform health and compliance. You can, for example, take the issues you’ve identified in Step 1 and consider them as legacy issues that you’ll work on in the background.

Going forward, you and your teams would agree that you won’t allow best practice violations on the ServiceNow platform. When these issues arise, you stop the deployment and see to it the problem is corrected before proceeding. In doing so, you maintain the integrity and security of your ServiceNow environment.

At Quality Clouds, we help you do this with Quality Gates, a mechanism to help prevent new technical debt on your platform. 

Here’s how it works: whenever you push an update to ServiceNow, Quality Gates will conduct a live check on the code. If there are any violations, we’ll surface them to the developer for review. If the code passes the test, the update can be marked as complete. 

 

Step 3: Constantly monitor ServiceNow platform health

The third and final step is to implement constant monitoring of your ServiceNow instance. Yes, Quality Gates can catch new technical debts or violations. Still, if you truly want to make your platform digitally immune from issues and vulnerabilities, it’s essential to implement ongoing surveillance and proactive measures.

As such, developers should constantly use live checks while working on the code and checking before committing or putting the code up for production. 

That being said, constant monitoring isn’t just a technical matter. The most digitally resilient organizations instill a quality mindset within their teams. This can be done through training, regular reviews, and updates of procedural guidelines.

When you partner with Quality Clouds, we help keep your ServiceNow platform in top shape through our live check solutions. Beyond that, we help orient your team on industry best practices and the standards of your specific organization. 

That way, your team is well-equipped to maintain the platform’s integrity and continuously improve its performance.

 

Examples of how organizations improved digital immunity on ServiceNow

At Quality Clouds, we work with organizations across multiple industries to help embed governance and best practices into their development. Here are a few examples of how we’ve supported companies using ServiceNow.

 

A global consumer packaged goods company prevents 500 hours of technical debt

A well-known CPG company faced performance challenges because it had technical debt across its 9 ServiceNow instances used by 75 developers.

By implementing Quality Clouds’ solutions—including LiveCheck and Quality Gates—the company successfully prevented 500 hours of technical debt, enhancing development efficiency and platform performance. 

Quality Clouds paved the way for automated code reviews and improved code quality. We also facilitated developer management by identifying and categorizing issues early. In addition, the use of our solutions helped the organization achieve higher operational efficiencies and reap benefits like:

  • increased developer productivity
  • reduced talent churn
  • added robust governance

 

All of this led to ongoing platform health, allowing the company to focus on new developments. The CPG firm’s approach resulted in a 2% increase in development activities and a 6% decrease in platform performance issues.

 

A leading petroleum company reduces ServiceNow technical debt by 30%

A leading international petroleum company (ranking among the top 5 globally) faced challenges maintaining best practices and controlling technical debt within its complex ServiceNow platform. 

The company didn’t have a centralized code review process, which led to issues like lower software quality and technical debt, potentially impacting productivity and system reliability. 

To address these issues, Quality Clouds implemented automated scanning to assess the platform’s health and establish a targeted remediation plan. This strategy prioritized security and performance issues and set new quality standards for code and releases. 

We helped introduce automated tools and a governance model, which enabled the company to reduce its technical debt by 30% while increasing the platform implementation by 25%. 

Not only that, the firm also achieved a 10% increase in developer productivity and a 35% reduction in incidents and outages. 

 

Final words

Digital immunity for ServiceNow should be a priority, not an afterthought. Promoting digital health not only safeguards against technical debt and system vulnerabilities but also boosts overall operational efficiency and developer productivity.

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Quality Clouds
Quality Clouds was created to address a significant gap in the tech industry: the challenge developers face with Salesforce and ServiceNow deployments. Identifying the risks of working on unknown systems, our founders sought to empower developers with essential insights for quality and governance in SaaS projects.

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