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Your ServiceNow data is constantly evolving, with different applications and modules supporting its every move. For many ServiceNow platform owners and users, the journey begins with IT workflows and expands to other parts of the business to automate processes that align with team and organizational priorities. Pretty exciting, right?
But growing data can come with growing pains: As your ServiceNow application portfolio transforms and matures, so does the potential for data loss– emphasizing the importance of regularly backing up all data across your ServiceNow applications and modules.
In this article, we explore the consequences of data loss in ServiceNow applications that have been gaining broader adoption, and how Own can help.
ServiceNow HR Service Delivery (HRSD)
ServiceNow HR Service Delivery (HRSD) streamlines and automates HR processes. Between handling employee lifecycle events, like onboarding, offboarding, and role changes, to sensitive HR documentation and cases (and the list goes on), HRSD enables HR teams and employees to improve efficiency and experience.
As a human resources application, HRSD is brimming with sensitive information, including employee names, email and home addresses, social security numbers, and confidential HR case details. Losing this important data can have a multitude of negative consequences, with repercussions internally and externally, including:
Risk of non-compliance
Across the globe, employee data is held to rigorous data protection regulations and standards, like GDPR, CCPA, and SOC 2. Many organizations are also under strict internal retention policies and employment laws, adding to the complexity and importance of securing protected, accessible data. Losing HRSD data can put your organization at risk of non-compliance–not to mention the legal, financial, and reputational implications.
Loss of company trust and productivity
Whether you’re a new hire or a tenured team member, HR is vital in ensuring a positive workplace experience. But a data loss, no matter how big or small, can quickly derail an employee's organizational trust, hurting your employer brand and reputation. Plus, with missing historical data, HR requests or grievances can be difficult to resolve, leaving HR and partnering teams at a productivity standstill.
ServiceNow Customer Service Management
ServiceNow Customer Service Management (CSM) enhances customer support and connects customer service processes with operations, IT, and other business functions. CSM enables organizations to improve customer experience and deliver faster case management resolutions.
CSM uses critical customer data, including customer email addresses, phone numbers, case details, and the internal team’s case responses. Failing to protect this particular data can impact your organization in the following ways:
Decreased customer satisfaction
Your customers depend on timely, comprehensive responses to their queries. Unfortunately, a CSM data loss can bring your customer-first ethos to a standstill. Losing customer data, like case history or customer interactions, can lead to delayed or unresolved issues and missing service level agreements- putting your customer’s confidence and trust in question.
Revenue repercussions
CSM data loss affects more than just your Customer Service team and customers–it can affect your bottom line. A CSM data loss incident can be a sticking point in customer service, satisfaction, and retention conversations, hindering current and future clients from taking the next steps with your business.
ServiceNow Financial Services Operations
ServiceNow Financial Services Operations (FSO) enables financial services institutions to manage daily operations through automated processes and simplified workflows. FSO streamlines customer requests, claims, and transactions while ensuring compliance with industry regulations.
With banks, credit unions, investment firms, and other financial institutions using FSO, the application is home to highly sensitive information. This includes:
- Personal information: customer names, phone numbers, emails
- Financial details: account numbers, credit card information, transaction histories, and payment schedules
- Interaction history: calls, emails, and chats between customers and internal team members
- Claims: insurance claims, loan applications, and payment disputes
Experiencing an FSO data loss without a recovery solution can put your business at risk in the following ways:
Regulatory and compliance violations
Known for its stringent laws and requirements, the financial services regulatory landscape is quick to penalize customer data protection missteps–and a data loss is no exception. Losing FSO data can jeopardize compliance with GDPR and SOX, incurring fines, penalties, and legal action. It’s also only a few weeks until the EU’s Digital Operational Resilience Act (DORA) goes into effect on January 17, 2025. This regulation will require financial services companies to store backups outside of primary SaaS applications, with mandates around testing the ability to restore and recover from a backup.
Even with all of the compliance boxes checked, your organization can always come up against a security audit–which can absorb data loss consequences in its own way. Missing records can create holes in the audit process, putting your future regulatory standing (along with your confidence) in jeopardy.
Eroding trust across the organization
Between credit card numbers, bank account numbers, and payment history, financial institutions are trusted to protect highly sensitive data. However, that trust can quickly erode in the wake of an FSO data loss, which has implications for the entire business. Customers may question the company’s safeguarding abilities, ultimately turning to competitors for more comprehensive solutions. Institutional clients or partners may want to reevaluate agreements, facing pressure to align with more secure organizations. And, if you’re a public company, a data loss can shake investor confidence and ultimately lower shareholder value.
Protect Your Critical ServiceNow Data with Own
At Own (now a Salesforce company) we know that your ServiceNow journey is as unique as your data. And, your organization’s defining moments should be your innovations and services–not a data loss.
With Own Recover, your organization can protect business-critical ServiceNow data from loss or corruption, ensuring easy, safe, and efficient data restoration. In addition to FSO, CSM, and HRSD, Recover safeguards all other customer, industry, employee, and IT workflows.
With automated backups and granular recovery tools, Own makes it easy to empower your data’s growth and evolution within the ServiceNow platform.
To learn more about Own Recover for ServiceNow, check out our ebook, "The Complete Guide to Backup and Recovery for ServiceNow".
