Connecting two giants: Why Insight 2 Value developed the IBM Content Spoke for ServiceNow.
John Sutton, Director of Insight 2 Value 
writes:
For over 31 years, I’ve been deeply involved in the world of content management, with a strong focus on IBM FileNet Content Manager. It’s a powerful platform trusted by countless enterprises for its robust features and secure storage.
However, as the landscape evolves, new needs arise.
The Content Gap in Customer Workflows
Customer workflows are inherently content-centric. From initial enquiries to final resolutions, they involve a constant flow of information – often unstructured or semi-structured. Ideally, this information should reside in a dedicated, secure content store, not just as workflow attachments.
Here’s why IBM FileNet stands out:
- Rich Functionality: IBM FileNet offers features beyond basic attachments. Version control, check-in/checkout, folders, cross-case sharing, and a robust security model ensure your content is organised, protected, and accessible to the right people.
- Scalability and Cost-Effectiveness: Imagine managing hundreds of millions of documents and terabytes of data. IBM FileNet excels at handling large content volumes securely and cost-effectively. Replicating this within ServiceNow creates an unnecessary silo, adding complexity and maintenance costs.
I2V: Activating Content with ServiceNow
At Insight 2 Value (I2V), we’ve observed a growing trend of organisations using both IBM FileNet and ServiceNow. These businesses are expanding their ServiceNow usage into Customer Workflows while needing continued access to their established IBM FileNet content.
Recognising this gap, I2V took a bold step. As a leading IBM FileNet Content Manager implementation partner in Europe and a rising ServiceNow Customer Workflow player in the UK, we were uniquely positioned to bridge the divide.
We developed the first-ever IBM FileNet Spoke for ServiceNow Customer Workflows.
A Seamless Integration for Streamlined Workflows
Our IBM FileNet Spoke empowers you to leverage the strengths of both platforms. You can seamlessly access, manage, and add content to your existing IBM FileNet repository directly within ServiceNow Customer Workflows. This eliminates the need for duplicate content storage and simplifies content management throughout the customer journey.
The Future of Content-Rich Solutions
With this integration, we’re fulfilling a critical market need. It ensures effortless interaction between one of the most widely used content stores (IBM FileNet) and the rising star of Employee and Customer Workflow solutions (ServiceNow). By bridging this gap, we empower organisations to unlock the full potential of content-driven customer experiences.
Want to learn more?
Feel free to reach out to me directly on how you could approach your content management framework with ServiceNow.
