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In the weeks following the annual knowledge event held in Las Vegas from May 7 to 10, 2018, bringing together 18,000 customer partners and employees (including 70 French participants), ServiceNow was held in Paris Press conference to review the announcement of the convention and explain its strategic positioning. Bruno Buffenoir, managing director of French ServiceNow, recalled that the SaaS platform used to manage IT services (ITSM) and business lines (human resources, security, low-code and customer service) is designed to support the company’s digital transformation. In the past three years, publishers have indeed greatly expanded their scope of functions by providing SaaS services to human resources, security departments, and soon to logistics and financial management departments. We have not confirmed these last two points, but the company achieved a turnover of 1.93 billion US dollars in 2017 and is expected to reach 4 billion US dollars by targeting other business units by 2020. business. “Founder of ServiceNow [Fred Tuddy] Bruno Buffenoir cautioned: “We have developed a service platform that was originally used in ITSM, but this horizontal approach was well envisioned from the beginning.

Now, ServiceNow assigns city names for its next update.

After entering the Gartner Magic Quadrant, ServiceNow joined Salesforce, Outsystems and Mendix to become the market leader hpaPaaS (High Productivity Application Platform as a Service). When asked about the share of non-ITSM customers, Bruno Buffenoir can only tell us that 63% of business opportunities are now outside of ITSM in France. “We are a bit behind in France, but we will target medium-sized companies from 1,000 to 5,000 employees. The manager said that these are now managed by a dedicated sales team. For France, this is a specific organization and it is necessary to The American leader explained, of course, who uses a common matrix in all subsidiaries. It is not possible to understand the turnover of the French subsidiary, but Bruno Buffinor tells us that the team will double this year.

Feedback on knowledge announcement

Since we are not here to participate in Knowledge 2018, we will not return to all the announcements of ServiceNow, but only the most important announcement, which is the recent acquisition of the startup Parlo to improve the processing of natural language requests. , The chatbot named Virtual Agent and Agent WorkSpace integrates multiple information sources; Integration Hub integrates output streams for orchestration (opening applications through API); Flow Designer generates workflows (in JavaScript scripts) In low-code mode), the last is the upcoming update schedule, which contains the city name of each version. The acquisition of Parlo was announced a month before Knowledge, which will allow ServiceNow to add a layer of semantic analysis to its products, and is expected to be released in Madrid in the first quarter of 2019.

The range of services provided by ServiceNow has grown quarter by quarter.

The Virtual Agent chatbot, which took a long time to launch, will not immediately benefit from Parlo’s benefits. However, it can support the work of the enterprise through a series of predefined solutions in the ITSM and HR fields. The virtual agent should reach other industries in the next few quarters. Another tool, Agent Workspace, can rethink the background workspace through an interface that incorporates multiple sources of information, such as employee or customer files attached to the discussion thread and their latest complaints. This interface can be configured according to service requirements. With the HR in Madrid update, it will be an interface that ITSM will benefit from. In the latter, we can conclude that enterprise DevOps will have connectors to connect to different platforms (such as GitHub) to help companies develop applications on ServiceNow’s PaaS and provide related ecosystems. Salesforce has successfully used recipes, and Salesforce is a model for many SaaS publishers.