TRANSFORMING ENTERPRISE IT OPERATIONS THROUGH SERVICENOW SAAS IMPLEMENTATIONS: A CASE-BASED FRAMEWORK FOR AGILE DIGITAL TRANSFORMATION

Abstract

The expanding operational agility and digitalization demands had compelled businesses to move to the cloud-based platform like ServiceNow to transform IT services. This paper had explored the changes in the IT operations in organizations by implementing the ServiceNow SaaS and how this has formed an evidence-based framework to promote agile digital transformation practices. A semi-structured interview, document analysis, and observations of the limited number of processes had been used to collect data by applying a comparative case-study approach to technology, healthcare, and financial service organizations. The results had shown great improvements on incident-resolution time, automation of workflow, compliance with SLA and user satisfaction after implementation. The research had also found leadership support, adoption of agile delivery, structured governance, and systematic training as important success factors, and employee resistance and change-management gaps were found to be major challenges. In general, the study showed that the ServiceNow facilitated the process of modernizing IT service delivery and improving process efficiency in enterprises assuming a strategic, human-oriented, and iterative process of transformation.