Rego Consulting: Facilitating ServiceNow Expansion beyond ITBM

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Curt Melancon, ServiceNow Practice Director, Rego ConsultingCurt Melancon, ServiceNow Practice Director
Today, many businesses are struggling with technical debt from being early adopters of ServiceNow’s ITSM application suite. ServiceNow has led the market of ITSM products for years now by consistently adding value with new ITSM capabilities in every release. Often, organizations are not able to take advantage of the newer capabilities due to years of customizations.

That’s where Rego Consulting can help. The company has repeatedly proven its ability to assess and inventory technical debt across the platform and surgically remove it so that clients realize the full value of their ITSM subscription. This positions them to take advantage of the newer capabilities of ITSM Pro.

At its core, Rego offers end-to-end services for IT Service Management (ITSM), IT Operations Management (ITOM), Configuration Management Database (CMDB), Software Asset Management (SAM), and Project and Portfolio Management (PPM). As an Elite ServiceNow Partner, Rego has performed more ITBM implementations than any other partner.

Rego helps organizations gain measurable ROI from their ServiceNow investment while driving down implementation and support training costs. Following is the conversation that CIO Applications had with Curt Melancon, the ServiceNow Practice Director at Rego Consulting Corp, about the company’s ServiceNow expansion beyond ITBM.

What are the challenges that businesses face now in the IT Service Management space, and how is Rego Consulting effectively addressing these issues?

Even beyond the current push to work remotely during Covid-19, there is a growing trend for organizations to integrate workflow processes across the enterprise and its toolsets. Companies have struggled to adjust and adapt their digital ecosystem. Gone are the days when, during major incidents and outages, teams could pile into a conference room and triage downed services. Service desk technicians’ ability to collaborate over cube walls when the phones are lighting up is not an option, either.

With the growing reliance on a remote workforce, we rely even more on technologies like ServiceNow to bridge the gaps in our communications and workflow efforts.

Clients who have known us for excellence in the ITBM space are now coming to us for guidance across the platform

Several capabilities within ServiceNow can equip companies to overcome these operational challenges and scale appropriately. Additionally, our practitioner expertise allows us to foresee the organizational change hurdles that you will face.

Please shed some light on Rego’s IT Service Management solutions on the basis of its methodology, features, and benefits involved?

Rego prides itself on delivering value to clients quickly and efficiently. We run our engagements lean without the unnecessary overhead and rigid methodology and hire practitioners who have been in the client’s position and can relate to the obstacles that challenge organizations changing processes and technology. That experience allows us to quickly identify and guide our clients through any issue they encounter.

Please elaborate on a case study where Rego has enabled clients to overcome hurdles and attain desired outcomes.

In the past few months, we’ve been working with a company that has global operations. It is trying to merge people, processes, and technology across subsidiary companies. The company was plagued with significant customization and technical debt that had prevented them from taking full advantage of their ServiceNow subscription.

They chose Rego as their trusted partner to guide them through consolidating processes and ServiceNow instances. It is a massive undertaking to touch nearly every IT process and several enterprise processes beyond IT. It has not been without issue, but they are on the path to the betterment and achieving their goal of integrated operations and a higher return on their investment.

What differentiates Rego from other vendors?

Three major points differentiate Rego:

1. We hire practitioners with several years of real-world experience.
2. We follow best practice guidelines to prevent customizations in client instances. Finally
3. Rego guides clients in all aspects of betterment, not just tool improvements.

What does the future hold for Rego?

Rego’s ServiceNow practice has seen tremendous growth year over year since its inception. Clients who have known us for excellence in the ITBM space now come to us for guidance across the platform. A growing area for us is our Platform Governance offering. Our ServiceNow practitioners help clients run, grow, and transform ServiceNow’s use in their enterprise’s digital ecosystem. We also ensure that clients learn how to pick the right platform capabilities to meet their enterprise objectives and are aware of what capabilities are included in their subscription. We constantly see clients who are unaware of just how much functionality they own already under their existing license subscriptions. Rego can help map out the deployment of those capabilities in sequences that maximize effectiveness while minimizing effort. Lastly, we offer support to run the platform with everything from basic patch and clone operations to a robust upgrade methodology to ensure customers are compliant with ServiceNow’s N-1 policy.

Another area that we lead the market is Application Portfolio Management (APM). Our APM offerings give clients a clear, cost-effective path to ease into the APM product one step at a time. We start by focusing on their inventory and data first and then growing into using APM to make strategic decisions about their application portfolio.

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