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Focus Group Europe Honored Twice by ServiceNow at Annual EMEA PartnerNow Summit


Focus Group Europe Receives Double Award for Achieving the Highest Number of New Customers in and the Highest Number of Deployments in 2016


BARCELONA, 8th March 2017 — Focus Group Europe announced today that it has been recognized twice in one night by ServiceNow* for achieving the highest number of new EMEA customers in 2016 and picking up the highest number of EMEA deployments for the same year. Both honors were presented at ServiceNow’s annual EMEA PartnerNow Summit, which took place in Barcelona between the 7th and 8th March 2017.


The number of customers and deployments aligned to each partner was totaled during the 2016 calendar year. The highest number of deployments reflects the various, growing number of projects being undertaken with customers.


The EMEA PartnerNow awards are about recognizing the tremendous contributions of the ServiceNow partner community and rewarding those that have delivered outstanding value to ServiceNow and its customers.


On winning the sales partner award Nick McGillivray, Sales Director, Focus Group said “This award reflects the continued hard work of our team to help organisations realise the transformational value of investing in the ServiceNow platform.”


Arun Gupta, Professional Services Delivery Manager, Focus Group, added on winning the Services Partner Award for highest number of deployments “This honor is a direct result of the investment in our consultants and commitment to delivering the highest quality solutions with the latest best practices”


Register for Knowledge17 now.  During the conference, follow it on the ServiceNow Community and on Twitter #Know17 and @Know365 and @ServiceNow_EMEA


About Focus Group Europe

With headquarters in London, UK, Focus Group Europe is a dedicated European ServiceNow expert. As a Gold-status ServiceNow Partner, with over eight years of dedicated relationship, Focus Group Europe has deployed hundreds of successful projects and helped companies of all sizes realise the transformational benefits of ServiceNow. Their unique service offering accelerates the ServiceNow journey by advising, transforming and optimising at every step of the way.


*ServiceNow and Knowledge are registered trademarks of ServiceNow.


Countless integration possibilities with ServiceNow

ServiceNow provides a wide variety of options when it comes to integration with other platforms. No matter how a company’s network is designed, ServiceNow can provide integration solutions that include web services, database connections, and automated imports of files via a MidServer.

As a cloud-hosted solution, ServiceNow allows companies to easily import of export information even if they are behind a Virtual Private Network (VPN) through the provision of a MidServer that can be configured and deployed in any Windows or Linux machine in a matter of minutes.


Error control

It is common for credentials to change in platforms that are being integrated into ServiceNow but this does not have to stop the information importing process. ServiceNow can be configured to create a task or send a notification based on an event, such as the HTTP status code returned while importing or exporting data. When the credentials are rejected, ServiceNow administrators can be notified and/or assigned to a newly created incident to fix the credentials issue. Other solutions do not offer this flexibility and that usually leads to days, weeks or even months failed synchronisation without anybody realizing it.

Every month, week, day or several times per day, via a Web Service or using a database connection, you can decide when and how ServiceNow integrates with other platforms.



Although a MidServer may need to be deployed in your network it doesn’t mean your firewall must be reconfigured to accept connections against it. The MidServer itself can start the communication against ServiceNow keeping your security at the maximum level.

ServiceNow can be accessed from anywhere while offering the highest levels of security. Single Sign-on (SSO), IP restrictions and several ways of encryption are available to protect your data both at rest and in transit.

Concisely, with ServiceNow your company can benefit from the accessibility and availability of a cloud solution without taking risks.

Daniel Garcia-Martinez is a Senior Technical Consultant at Focus Group Europe.

Top 6 ITSM challenges for SMBs


This article outlines the most common ITSM challenges faced by small and medium size businesses, it also provides some practical advise on how to choose the right tool to overcome them. We’d like to hear from you, comment on this article and share the challenges that you are facing with our community.


1. Undefined ITIL Processes – With tight resources, it is often difficult for smaller organisations to define and map the ITIL processes that many regard as a must havein ITSM today. With more than 26 official ITIL processes defined by the Office of Government Commerce it is time-consuming and inefficient to try to map out ITIL manually.

Tip: Select a tool that provides you with a wide set of pre-configured workflows so all you have to do is select the ones that make sense for your business.


2. Disparate systems – Many SMB’smanage their servicedesk with two or more disparate systems – most of them legacy platforms and tools created by their well-meaningpredecessors; This creates problems that only increase as the organisation grows. Often, these legacy systems are not able to communicate with each other which leads to data being stored in different places and inaccessible by the people who need it.

Tip: Replace your legacy systems with a tool that keepsall information in one place. Byproviding a single point of record, accessible by all relevant stakeholders, you ensure that everyone uses the same information in day to day business activities.


3. Lack of Visibility– The absence of a service management system often leads to poor reporting. With data being housed in different systems the information that employees use to make decisions can be inaccurate and stale.

Tip: Select a tool that provides a wide variety ofapproved ITIL reporting templates that can be configured and shared quickly and accurately.


4.  Poor Communication– Managing ITSM through email can be inefficient and frustrating for end-users. Having to followup on logged tickets by email and over the phone can be a waste of valuable time for employees.

Tip: Find a system that automates the communication process and provides end-users with visibility over their logged tickets. Provide a system that intuitively updates users with important information and lets them check their ticket status at their leisure. Having to go back and forth withIT teams should be a thing of the past.


5. Budget Constraints– Perhaps the biggest concern for smaller businesses comes in the form of budget and resource constraints, which make it challenging to find robust tools that fit most or all the requirements at the right price point.

Tips: Compare systems and find the one that provides the fastest time to value. Avoid getting caught up in the details and make a list of your requirements, then compare the tools against those requirements and purchase the tool that meets these requirements and can scale with you while you grow.


6. Community – Once you have implemented an ITSM system, finding support and help without incurring extra costs can be a challenge. 

Tip: Buy a tool that has excellent customer service and a strong community – forums, events, articles and blogs can help you answer questions without hassle, helping you get more from your investment.

ServiceNow Express, has been designed specifically for the SMB market, it is cost effective and fast to implement. Take a look at Focus Swift to see the benefits of implementing ServiceNow Express with Focus Group Europe. Contact us to start today!