Manufacturing is a vast Engineering discipline and there is always a demand to optimize the productivity of the resources whether it is human or other technological resources. The monitoring of Operational Technology tools and devices will be a priority for many big ventures for optimizing revenues.

 

Being a single platform to monitor and report all the industry disciplines, ServiceNow offers a managerial view of real-time OT systems. The OT assets are then easily connected to operational technology and in sync with production processes.

 

OT using ServiceNow opens a path to track production processes including a response to any incident or change. It also offers standard workflows for operations execution.

 

What is Operational Technology?

OT offers single window of action for manufacturing sector. To keep the OT assets up and running, ServiceNow provides a secure, contextual and complete view of OT systems. ServiceNow Operational Technology includes the following parameters to attain the required industry Standards:

  1. 1. Asset identification through ServiceNow discovery and mapping it to the appropriate asset database to incur asset health

 

  1. 2. Identify security breaches through ServiceNow Vulnerability Management, which offers easy identification of issues that are the major cause of security breaches. Once the problem is identified, ServiceNow offers resolution workflow based on urgency and importance. Vulnerability Management at ServiceNow offers the most effective method to restrict downtime.

  1. 3. ServiceNow OT management offers standard workflow to track and monitor the expected changes, from artificial intelligence-based update requests to machine learning-initiated sensor-based connections.

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  2. It offers standard paradigms to capture industrial components including resources and processes. It strengthens the industry-based operations by offering digitization across the industry.


OT in Industry 4.0

Digitizing your manufacturing operations helps you stay resilient and competitive. However, the returns on your digital investments may be marred by the Silos issue. Silos lead to disconnected operations, more manual processes, and poor user experiences keeping manufacturers from realizing business benefits of their digitizing efforts.

What if instead of disconnected solutions you have one unified system of action. Meet ServiceNow Operational Technology- a unified platform for digitizing manufacturing operations can solve the issue of disconnected systems.

Here is the kind of difference it makes. At a single platform, manufacturer can connect their people, processes, and technologies while automating manufacturing workflows with everything in sync. This leads to:

  1. Improvement of overall equipment effectiveness.

  2. Quality assurance and easier maintenance.

  3. Adequate balance between IT and operational technology.

  4. Proactive management of risk and security threats faster responses.

  5. Accelerated new product launches.


Operational Technology gives you better management of your supply chain as it helps you collaborate with the right suppliers, distributors, and dealers. without incurring risk to your business and operations. It leads to productive operations, smoother experiences, and safer employees.


Industry OT Innovations

Operations Technology at ServiceNow drives growth, combat disruption, and provides great customer experiences by:

  • Intelligent workflows, guided by established paradigms designed to deliver optimal results.

  • A way to solve problems with a faster, reliable, and resilient innovation.

  • Creates an effective, intelligent approach to preventive plant maintenance.

  • Streamline and automate warranty and product support for customers.

  • Connect the enterprise on a single platform

Challenges in Managing and Securing OT

Across manufacturing verticals, the challenges faced in managing and Securing OT are as follows:

 

  • Many OT systems, if not managed properly, can cause changes in the physical world, adversely affecting human safety
  • The continuous operational requirement of OT systems can delay security control changes, patching, and other maintenance activities.
  • Since OT systems tend to be in use for longer periods than IT systems, patches and updates are difficult to apply to legacy OT systems making them prone to cyberthreats.
  • Some integrated OT systems are installed at remote locations and can be tampered, compromising the safety of in-house data centres.

Benefits of Using ServiceNow for OT Management

1. Integrate and Innovate:

Without compromising security, ServiceNow OT Management offers a connection between IT and Operations. It distributes the information that stakeholders need with a clear, visible process to get products to market on a schedule.

2. See the Big Picture:

ServiceNow OT Management provides a comprehensive view of supply chain to identify and solve problems proactively. In succession, it provides improved productivity using common activities (such as ordering).

 

3. Improve Productivity and Overall Equipment Efficiency:

ServiceNow OT Management’s intelligence allows to detect and resolve issues before they cause downtime. It helps to automate repetitive tasks and enhance your plant’s efficiency with an intelligent approach towards preventive maintenance.

4. Empower Smart Manufacturing:

OT Management at ServiceNow offers:

  • Criterion to achieve operational excellence
  • Meet customer expectation
  • Protection against threat
  • Empower potential workforce

5. Enhance Customer Service:

Along with Internet of Things and Sovietization trends, customer service is more important than ever. ServiceNow’s OT Management offers loyalty building, and a smarter approach towards

  • Value-added resources
  • Revenue retention


Case Study

Company’s Profile:

A US-based, fortune 500, consumer product company, with 20 brands serving their customer throughout the globe was facing the following changes:

Challenges:

  • They had a disconnected system with minimal emphasis on order management and hence offered poor customer experience.
  • They relied mainly on manual processes including email handling with high number of order exceptions daily.
  • They had a traditional delivery platform which provided poor customer experience.

Adaptive Changes:

Being a Platforms of platform, ServiceNow OT Management offered:

  • Single platform enabling employees to align and deliver business outcomes.
  • Real time monitoring of order management on daily basis.
  • It offered transition to a seamless and smooth process.

Outcomes

Using ServiceNow OT platform, their operations team got more time to engage with their customers, resulting in increased annual processing count of 100K orders exceptions.

Conclusion

ServiceNow OT paradigms optimize manufacturer sales, support, and service operations while improving customer and channel experiences, speeding-up revenue and reduce costs.

It offers configurable catalogues for launching new subscriptions and expedite services, order processing and exception handling mechanism, itemized post-sales service management, seamless ordering with system connectivity, and optimum ways to resolve product and quality issues.

InMorphis, a ServiceNow-invested company, offers a comprehensive solution for businesses seeking to enhance their ServiceNow Operational Technology capabilities. Contact us now and take your operational efficiency to new digital heights.