Driving Value with Operational Resilience in a Post-Pandemic World

Organizations have maintained a steady rise in digitization over the years, which means that firms service sensitive data and mass consumers

February 9, 2022

Operational Resiliency

Organizations have maintained a steady rise in digitization over the years, which means that firms service sensitive data and mass consumers, like banks and other financial institutions are becoming increasingly reliant on networks, software, data and other elements that operate within cyberspace to deliver mission critical services.  Organizations are also increasing their reliance on third- and fourth-parties. While firms continue to look for ways to increase their competitiveness by pursuing digital transformation and outsourcing operations they also introduce new risks to the business. As seen throughout the global pandemic, many organizations rushed to digitize their operations so as to minimize the disruptions to users and adapt to the work from home movement.

While the digital transformation was critical, organizations did not have the opportunity to consider the potential risks that accompany a digital roll-out. While most services organizations and regulations focus on operational risk, it is important to plan in terms of resilience. Maturing your operational resilience program enables firms to move away from a reactive state to a more forward-thinking program. Firms should have a plan to anticipate and mitigate threats before they happen, rather than develop a response when a disruption materializes. A strong, efficient operational resilience program helps to identify potential impact to an organization’s critical operations and compiles actionable information and data to monitor and manage threats.

Why is operational resilience important?

Operational resilience plans are put in place to allow an organization the highest possible chance of resilience and recovery from operational disruptions. Such disruptions include pandemics, like COVID-19; natural disasters; cyber threats, such as hackers; and any other action that may disrupt core operations and/or compromise the organizations, or their customers’ data.

Thankfully, the evolution of technology has brought more than just startling news. While there are an increasing number of cyber threats to worry about, advances in technology have allowed organizations like ServiceNow to develop an arsenal of tools, workflows and systems that can compile metrics and instrument key operational elements within organizations to help them strengthen their resiliency

The shift in focus from prevention to response is due to the increasing and inevitable cybersecurity risks that come with a technologically advanced society.  Quick response times, then, become of utmost importance to organizations, and are an integral piece of the puzzle in any efficient operational resilience program. And in order to respond quickly, you need to know exactly what you’re responding to, why you’re responding to it, and how you can recover from it. As organizations strive to ensure resiliency of their operations through disruptions, they should also strive to continuously mature their operational resilience program to become a more resilient enterprise over time. The benefits of maturing your operational resilience program include:

  1. Improved reporting — it is important to explain risk and resilience to our business stakeholders in language that they understand. You can include business performance and status updates with risk, compliance and resilience information.
  2. Risk intelligence — Contextualize risk for business stakeholders so that they can make more informed decisions.
  3. Continuous monitoring — to drive real-time visibility into risk across the business.
  4. Automation — to drive more timely and informed decisions.

To minimize impact from future disruptions, an organization should strive to break down silos to ensure that the operational resilience program is embedded within all operations within the organization.

ServiceNow Operational Resilience Management embeds Risk & Resilience
into daily work by:

  1. Cross-leveraging common data
  2. Making Risk & Resilience a part of daily operations
  3. Continuously monitoring risks and controls
  4. Contextualizing risk for business stakeholders
  5. Brings it all to life through a variety of tools and automation

These tried and true principles are sure to strengthen your institution’s resiliency. Let NewRocket experts walk you through these steps, and more, in greater detail and find out how ServiceNow Operational Resilience Management can help your institution become more resilient.

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Driving Value with Operational Resilience in a Post-Pandemic World

Organizations have maintained a steady rise in digitization over the years, which means that firms service sensitive data and mass consumers

Knowledge Wrap Video

The event provided a vibrant platform for reconnecting with peers, delving into AI transformation, and driving innovation with purpose. Read on to discover how NewRocket made its mark at Knowledge 2024.

What We Learned

From recent insights gathered, we learned that ServiceNow customers are increasingly receptive to adopting AI solutions and ServiceNow has the tools to embrace that head on. However, there's a gap in AI use-cases for more mature users, highlighting the need for a creative approach to accommodate their business needs.

In navigating AI adoption, organizations are challenged to find the delicate balance between embracing innovation and avoiding dependency on emerging technologies. Advisory consulting and trusted guidance beyond initial queries spark interest, particularly around AI's impact on operations. Read our AI blog series to learn more about our approach.

Excitement around GenAI is apparent, with most users eager to explore its potential benefits and invest in quick wins. Notably, advanced use cases like process mining are gaining traction. Key solution themes include interest in native mobile applications, Employee Center migration, and the urgent need for enhanced data capabilities.

Recognitions and Awards

ServiceNow Americas Employee Workflow Partner of the Year

The ServiceNow Americas Employee Workflow Partner of the Year award celebrates Partners' exceptional efforts in enhancing employee experiences through innovative collaborations and technology solutions. Learn More.

UK Public Sector Partner of the Year Award

The ServiceNow UK Public Sector Partner of the Year underscores  Partners' dedication to driving digital transformation and delivering exceptional outcomes for public sector organizations in the UK.

ServiceNow.org Partnership for Good Grant

The ServiceNow.org Partnership for Good Grant highlights Partners' commitment to leveraging technology for social impact and driving positive change in communities around the world. Learn More.

Top 10 Finalist for ServiceNow Best Employee Portal of the Year

ServiceNow's Best Employee Portal of the Year award recognizing Partners' dedication to creating innovative solutions that empower employees and enhance workplace experiences. Learn More.

NewRocket Booth

At ServiceNow's Knowledge 24 event, we connected with 350+ attendees at our booth, showcasing how NewRocket supports organizations on their ServiceNow journey. AI emerged as a key topic, reflecting the growing interest in its potential across businesses. Our strategic advisory approach, FlightPath, aligns technology with business objectives, drawing on our expertise in customer, employee, technology, and security transformation. Plus, we captivated attendees by transforming them into astronauts using AI. See the photo booth results here!

Workshops and Speaking Sessions

Beyond Personas: Developing Holistic Frameworks to Personalize User Solutions

Industry innovation: Consilio’s Transformation Journey on ServiceNow

Dive Into Prototyping to Accelerate Validation With Design Libraries

Make Better Business Decisions by Integrating Risk and Compliance

Participating in ServiceNow's Knowledge sessions and workshops this year was truly enriching. Interacting with customers and partners provided invaluable insights into the future state of ServiceNow and allowed us to have in-depth discussions on how we can collectively offer better experiences across various facets of the platform. From exploring advanced AI integrations to optimizing workflow processes, the conversations were not only enlightening but also inspiring, fueling our commitment to innovation and excellence in the ServiceNow ecosystem. We can't wait to see you next year!

NewRocket Party

Our poolside event at the Capri restaurant in Las Vegas provided a refreshing break from the conference hustle, allowing us to unwind and connect with friends, colleagues, partners, and customers in the cool open air. As the night progressed, we loved creating unforgettable memories and strengthening our bonds within the ServiceNow community.