Federal technology leaders offer insights and thought leaders on a sharp increase in cyber attacks, the transition to hybrid work and much more.
Jack Nichols is the CTO for Federal and Senior Managers of Technical Resources at CDWâ ?? ¢ G. He supports all federal agencies in the civil and defense ministries and meets regularly with technology leaders from the agencies to help plan and develop cost-effective technology solutions. especially in the areas of virtualization, data center consolidation and cloud computing. For many years, IT executives at the federal level have been using IT service management tools (ITSM) to better plan and support IT services across all authorities. p> ITSM is a key pillar in federal IT management, and many authorities use it in their day-to-day IT operations. ITSM helps IT teams and help desks prioritize projects so that they can create the best operating conditions for agency mission staff.
One of the leading providers of ITSM solutions is ServiceNow, whose ITSM offerings include everything from virtual help desks and Agents to Incident Management, Asset Management, Change Management and more. However, IT executives should think beyond ITSM to get the most of their investment in the ServiceNow platform.
Two areas ripe for exploration are security â ???? what is more important than ever? and IT operations management. Under the umbrella of security, authorities can use ServiceNow for governance, risk and compliance as well as security processes. In addition, ServiceNow provides extensive IT operations management capabilities that can help with asset visibility and configuration management databases.
Without a roadmap to continuously improve the agency’s investment in ServiceNow, IT executives will become the platform’s capabilities probably not using it enough. Not only will this reduce the value of the investment, but it will also prevent the agency from becoming more efficient and improving its mission.
One of the key functions of ServiceNow beyond ITSM is security operations or SecOps. This includes incident response, which enables authorities to prioritize and respond to threats using workflows and automation. It also includes vulnerability response to prioritize and respond to security vulnerabilities based on their impact on the mission.
Other features include event management to collect and process security events for incidents creation; and tools to identify, prioritize, and fix misconfigured software. Threat intelligence and performance analytics also fall under the term SecOps.
ServiceNow’s approach to governance, risk and compliance includes policy and compliance management to support authorities in developing new hardware and software policies. Other skills include risk management and business continuity management.
These are standard practices for all government agencies today, and IT executives have recognized the importance of having risk management and business continuity plans in place. A vendor risk management functionality is also included to support agencies in continuously monitoring, identifying, assessing, mitigating and remedying risks in their provider ecosystems. This will become more important as the Biden administration introduces new rules for risk management in the software supply chain.
Any IT manager at an agency who has read the headlines in the past few months knows that major cyber attacks and ransomware are -Events are now of crucial concern to the government. Adding security-focused ServiceNow features to an agency’s portfolio can help reduce these risks.
One of the most popular ServiceNow offerings is IT Operations Management (ITOM), which helps IT teams be proactive rather than reactive . With insights and automation, government agencies can predict, identify, and fix problems before they occur.
This transparency is the main benefit of ITOM â ???? to know at a granular level what is happening in the infrastructure, applications and services of the agency. Agencies can use ITOM to create service maps to indicate which enterprise applications they rely on most and which services depend on those apps. Discovery tools give IT executives a holistic overview of their IT footprints in cloud and local data centers.
IT executives in agencies ???? The ability to consider the health of their operations is greatly enhanced knowing that certain services will be directly affected when they shut down a server or encounter a problem with a particular application.
ITOM tools also put government leaders in the ability to perform predictive analyzes of their IT environments that clarify what they own, where it is and what happens if part of it fails.
As agencies develop their use of ServiceNow offerings, they can work with consultants how CDW work together to help them design and orchestrate their ServiceNow platforms. Because CDW implements much of the infrastructure that ServiceNow helps manage – and as a trustworthy third party develops a deep understanding of the operation and mission of an agency. It just fits together and covers everything from initial IT procurement to asset management and network infrastructure deployment.
To get the most out of ServiceNow, IT executives need a continuously improving roadmap. The platform has a lot to offer agencies, and partners like CDW are here to help them get the most out of their investments.
This article is part of FedTech’s CapITal blog series. Please join the discussion on Twitter using the hashtag #FedIT.
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