Depth of ServiceNow Platform Utilization and Business Delivery Performance in Enterprise Project Management
DOI:
https://doi.org/10.15680/IJCTECE.2023.0606034Keywords:
ServiceNow, Enterprise Project Management, Platform Utilization, Workflow Automation, Business Delivery Performance, Digital Transformation, Process IntegrationAbstract
To offer workflow, resource, data, collaboration and governance in complex organization settings, digital platforms are increasingly being sought after in enterprise project management. However that does not imply that when an enterprise platform is adopted, a better project delivery ensues. In this paper, the relationship between level of leverage of ServiceNow platform and performance of business delivery in enterprise project management is discussed. The conceptual framework of the proposed ServiceNow Utilization-Delivery Performance (SNUDP) frames the utilization of platforms in terms of five dimensions: the level of workflow automation, integration level, the use of analytics and reporting, support collaboration, the use of governance. The postulated dimensions will influence the performance of business delivery through three mediating capabilities of the process visibility, effectiveness of decision-making, and operational nimbleness. Business deliverables are evaluated based on the time of project delivery, project cost-effectiveness, quality, stakeholder satisfaction and productivity. The parameters of organizational preparedness and user competency are also considered as the moderating processes in the model and further responsible and capable of strengthening or weakening the relation between the use of platforms and delivery outcomes. The research design proposed will be a quantitative empirical research design in which the surveys are filled; validation of the survey and statistical analysis (reliability, correlation, and regression, structural equation modelling) will be used. The study will seek to determine whether more profound and more comprehensive use of ServiceNow features leads to quantifiable results of enterprise project delivery and which capabilities of the platform have the most substantial impact on the organizational performance
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