| 5 min read

The ServiceNow Ecosystem Through the Eyes of Prabjoth Saimbhi

Third Republic recently sat down with a big name in the ServiceNow space -  Prabjoth Saimbhi - Global ServiceNow Product Manager for a leading consumer of ServiceNow.

Not only does Prabjoth (Prabz) hold a key position in a prolific company, but he is also highly involved in the ServiceNow ecosystem; from the online community, SNUG meetings, ServiceNow Product Council, Early Adopter and not to mention having presented at Knowledge18 last year - and also presenting twice this year – Prabz has worked hard to truly embed himself into the world of ServiceNow and embrace everything they stand for as an ecosystem and a community.

Here we ask Prabz a few questions about his experience and knowledge with ITSM - ServiceNow


Third Republic: Tell us about your background, how did you get into ServiceNow?

Prabioth Saimbhi: To be honest, it was an accident when moved to Veolia after working in IT Service Assurance. My main activities there were to improve the Service Delivery reporting, reviews and visibility of how IT was performing for the business, and I stumbled across ServiceNow because a lot of the operational reporting was sourced from there. The data that was being produced was not great, and this was being reflected on the Service Reviews, so I worked with the UKI IT leads to improve the quality of how this information is being collected within ITSM in ServiceNow.


TR: So, how have you seen the ServiceNow ecosystem change over the last 2 Years?

PS: It has definitely evolved! From the early years where the focus was just on ITSM, it then moved to ‘Everything as a Service’ and now the most recent tagline is ‘works for you’. Alongside this, ServiceNow have expanded to multiple products, but these products have naturally crossed over as companies and businesses with multiple departments use a single platform to connect all their activities and centralise their resources.


TR: With that in mind, why do you think the market / product has become so popular and in demand?

PS: As touched on about, I think it comes down to the benefit that ServiceNow of having a single platform that can deliver service management to multiple departments all sharing a seamless experience. In addition to this, there is now the flexibility to integrate with other tools and systems that businesses require; essentially making it a customisable platform that can do just about anything for an organisation – and that in itself makes ServiceNow desirable. Add to this the fact that the mobile experience is moving forward, which in turn means that the end user experience is further enhanced, and there’s yet more reasons why businesses would want to invest in ServiceNow, and why the product is rapidly growing in demand as its flexibility and capabilities increase.


TR: What challenges did your company face during their Implementation?

PS: Veolia delivered ServiceNow to 46 countries, so the challenges were far beyond just the product and the process, and it was really about making the culture and the localisation work for each individual location!


TR: And, with your experience, what advice would you give to any business who is embarking on an ITSM Implementation

PS: For starts, be very clear about what everyone's role is the implementation is. From there, be sure to build on your strengths and your own your process, and if you need ServiceNow or integrators to be involved, work with them to deliver your value and be very clear with what you’re aiming to achieve.


TR: As the popularity and demand for ServiceNow grow, and as the market expands, do you think this has created a skills gap?

PS: I wouldn’t say that there is a skills gap per say, but I would maintain that the skills are diverging; whether that be business analysts, project managers, solution architects or developers, there are now distinct roles for each individually working with the technology. As a result, what the market is looking for is someone who has the experience with ServiceNow but can have multiple hats to the point where they understand the capabilities and can progress on multiple fronts. There also needs to be a consideration from the business as to finding that balance between people who will support the decision to implement ServiceNow and who are technical.  


TR: How does your company find the niche skills? And what advice would you give to anyone who is hiring?

PS: Firstly, speak to existing customers. Network at customer or partner events to get a feel of what is good about the current market and what works for other organisations. Alongside this, ServiceNow’s advocacy program does mean that you can speak to other customers about what products they use, and it’s a great opportunity to see how they are structured as a team and how they are delivering what they need. Although you should bear in mind that works for them may not always work for you doing so can give you an idea of where you should be looking.


TR: And, what are your company’s plans for ServiceNow over the next 3-5 years?

PS: AI, Chatbots, Mobile Apps, and mainly a push around user experience. The mobile experience from the Madrid release has had a huge revamp, and it will allow you to build an app with more flexibility and that is more accustom to your business and company.


TR: From your perspective, what skills or experience should businesses be looking for – ITOM, ITBM, SecOps GRC?

PS: For me, GRC and SecOps seems to be quite popular at the moment, not to mention ITBM and other extended case management solutions, as well as integrations between ServiceNow and other tools


TR: You’re very active in the ServiceNow community; how have you seen it grow, and what is your current involvement?

PS: I’m massively involved from the online community, SNUG meetings, ServiceNow Product Council, Early Adopter program not to mention having presented at Knowledge18 last year and also presenting twice this year. I also find that being part of the advocacy with ServiceNow and sharing experiences with other customers is also a great way to get involved.


TR: Finally, what advice would you give to anyone looking to get involved in the ServiceNow Community?

PS: Find out about events and attend MeetUps, get involved with community, and be relevant!


There you have it! There are clearly exciting times ahead for ServiceNow - with Knowledge 19 only 8 weeks away – and with much more on the horizon, so we’re grateful to have had this opportunity to hear about the world of ServiceNow and gain some unique insights from a leader in the ecosystem, so a big thanks to Prabz for his time