OVH just decided to equip it with ServiceNow’s customer service management products.
The announcement was made in the voice of Michel Paulin, president of OVHCloud (new name), on the stage of the Palais des Nations at the end of the morning of the French event of the American publisher “Working Now”) and Bruno Buffenoir, head of the French subsidiary of ServiceNow .
A continuation of the following article
ServiceNow has been hit hard by the signature of the great name of French IT and Sovereign Cloud, and of course a few shots.
OVH maintains control of the data
Michel Paulin recalled: “We have entered the world’s top ten ranks of cloud computing,” he believes that OVH is “a global alternative to cloud computing in Europe.” In fact, OVH now has data centers and support centers in India, Canada, Europe, Singapore and Australia.
“We have selected ServiceNow as a new global and multi-channel tool for all OVH Cloud customer support.”
Michel Paulin explained this choice through ServiceNow’s “feature richness”, “flexibility”, and “fast operation capability”, but most importantly, this is important for OVH. “You are flexible enough to meet our demanding requirements for all IT solutions and suppliers: [garder] The president of OVH welcomes you. “We found that the common denominator of this deployment is GDPR and meets our hosting conditions.”
Michel Paulin did not elaborate on the specific challenges he intends to accept, but he explained the same reasoning, namely that he “try to find solutions for further development in customer service.”
OVH is a digital animal. When you click on the site, all orders and deliveries are 100% [automatisées] With numbers. He said. “But even [entreprises] 100% digital [comme nous] Don’t stop the transformation, but must innovate to improve efficiency.”
Michel Paulin tells us this is the first step, which shows that other ServiceNow tools (such as Now Platform?) can be used on OVH.
Link customer portal to OVH service status
Since launching the historic ITSM product diversification, the American publisher has positioned its CSM in the “associated services” market segment. Pick up the OVH configuration file.
“Different from the approach that focuses on the relationship between agents and customers [comme un CRM]MagIT’s Matthieu de Montvallon (ServiceNow’s Director Solutions Consulting) recalled that CSM will manage services horizontally to operators.
In the context of OVH, when a customer switches to his account or calls an agent, he will be able-tomorrow-to obtain real-time operational information about all the quotes he has subscribed to; CSM of the customer base connected to the French host and 28 The status of various services in the data center (maintenance in progress, temporary outages, events, etc.).
In contrast, these reports (from monitoring and supervision tools) are now available on regular online dashboards, but they are not personalized by customer. Many of OVH’s monitoring tools should be retained and linked to CSM to make them available to customers.
After deployment with CapGemini, ServiceNow will provide its customers with the cake “Go Live Cake” for operations that should be released from the kitchen in April 2020.
MagIT’s bet: realizing OVH package discount-ServiceNow
Therefore, one of the peculiarities of this deployment is that all data processed by CSM will remain in OVH.
Therefore, there is no contradiction between OVHCloud’s freeing strategy from the CLOUD Act (“We believe that data custody is a vital subject for the company and the country,” Michel Paulin confirmed this.) and the US cloud service provider The choice…, because it ultimately only occupies the code layer.
ServiceNow has reached such an agreement with OBS-albeit slightly different. “OBS is hosting customers for certain ServiceNow instances” still qualifying Matthieu de Montvallon. The place to reach an agreement with OVH may be a pure public cloud.
Moving in the direction of a common quotation should not cause any technical problems. Since its inception, the American publisher has provided a number of different deployment options, including direct on-site operations (“even if this is not our benchmark economic model,” Matthieu de Montvallon told us).
Therefore, we can imagine that in the medium term, these two companies will promote ServiceNow in SaaS with 100% OVH infrastructure (including data management) on SaaS.
Currently, ServiceNow ensures and repeats the situation that it does not yet exist.
But its diversification means that it processes from non-critical or non-critical data (ITSM portable computers, portable computers and other equipment) to very critical data (customers, especially HRMS HR). The proposal to be protected by US law is becoming more and more meaningful. This will also be comparable to OVH’s strategy, which is France’s powerful sovereign alternative to Azure, AWS and Google Cloud.
In any case, in OVH and/or other situations (such as on Azure instances cut out for public services), ServiceNow seems to be moving in the direction of “providing cloud services for free.”
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