RSM WorkHub
powered by ServiceNow
A best-practice solution for managing your company’s IT operations and projects from a single location
The IT challenge
Overseeing information technology (IT) operations at a middle market company isn’t easy.
Middle market companies:
Some companies also have older software in their building, which means they can’t take help desk calls if they lose power. In an ideal world, they would buy an enterprise solution to help them run and manage all their IT operations from a single, centralized location. But the reality is that those solutions can be expensive, take a long time to implement and require a lot of IT resources to support them.
36
%
RSM WorkHub powered by ServiceNow
According to MuleSoft Research’s 2024 Connectivity Benchmark Report, since 2018, IT teams have faced a 36% increase each year in their number of expected projects.
Are overwhelmed by their IT operations and project load
Have fragmented legacy systems
Use several tools to
manage multiple services
Lack visibility into work requests/project status
For decades,
middle market companies have been well behind
the curve when it comes to technology.
chief economist at
RSM US LLP
Joe Brusuelas
Are overwhelmed by their IT operations and project load
Companies need to understand their overall IT workload better.
Companies want
to consolidate multiple systems into a single system. They also want to modernize their IT and support people who work from anywhere.
Have fragmented legacy systems
A company’s service desk may keep
track of issues with tickets, but if they need to manage projects or other IT tasks, they have to use a different tool.
Use several tools to
manage multiple services
Companies want more visibility into their current and future IT projects as well as the status of those projects so they can better manage and prioritize their projects and resources.
Lack visibility into work requests/project status
2
RSM WorkHub powered by ServiceNow
The IT need
Chief technology officers (CTOs)
and Chief information officers (CIOs) have an important job—overseeing their company’s daily IT operations
and continually improving their performance in supporting the business. To do that, they need to be able to see and understand their company’s IT work requests so they can allocate budgets and resources accordingly and prepare strategic plans.
Middle market companies must:
IT TICKET #101
3
IT TICKET #102
IT TICKET #103
IT TICKET #104
IT TICKET #105
Ensure disaster recovery
Provide anytime, anywhere access
Obtain full visibility into
work requests/project status
Modernize legacy systems;
connect disparate processes
Streamline and automate
IT operations/management
RSM WorkHub powered by ServiceNow
RSM WorkHub features
5
ITSM suite
SPM suite
Self-help and agent optimizer
Align strategy with work and
business outcomes
The IT service management (ITSM) suite delivers resilient services from wherever your employees work.
ITSM suite
INCLUDES
Incident management
Request management
Asset management
Knowledge management
Change management
Configuration management (CMDB)
Virtual Agent Lite
Service portal
Problem management
Test management
Enterprise goal management
Release management
Agile
Time management
Demand management
Resource management
Project and portfolio management (PPM)
INCLUDES
The strategic portfolio management (SMP) suite manages work from ideas through deployment on a single platform.
SPM suite
RSM WorkHub powered by ServiceNow
RSM WorkHub
vs.
ServiceNow
RSM-owned instance
Client-owned instance
Buying RSM WorkHub is like leasing an apartment, whereas buying
ServiceNow is like building and maintaining your own home.
6
Owned/managed by
Configuration
Customization
Road map
Releases and updates
Administrators
ITSM and PPM advisors
Time to value and ROI
RSM
Client
Owned/managed by
Configuration
Requires full effort
Mostly preconfigured
Customization
Heavy
Minimal
Road map
Independently controlled
Shared
Releases and updates
Internal management
RSM managed
Administrators
Internal ServiceNow administrators
Use of RSM-certified
ServiceNow administrator
ITSM and PPM advisors
Internal ITSM and PPM advisors
Access to ITSM and PPM advisors
Time to value and ROI
More costly/longer time
Rapid
