ServiceNow automates ITSM and other customer services

The cloud service automation platform ServiceNow held the Now Now Paris 2018 conference in the Chateau de Paris, France this week. Last spring, the American publisher led by John Donahoe transformed it since 2017. The logo in the logo highlighted its hope Open the user experience of its tools to as many people as possible inside and outside the company, not just the ITSM framework of the solution. The London version of SaaS applications-including Agent Workspace and Virtual Agent chatbot tools-was launched in France in early September, providing a rich UX, especially through the design of personalized applications. The Madrid version of the platform is expected to be used for 1^Yes In the second quarter of 2019, she will use London DevOps tools to manage internal software development.

The cloud software is updated every six months. Bruno Buffenoir, the vice president and general manager of the French subsidiary, insisted yesterday on the publisher’s role in helping the company ensure the deployment of the platform. He said in his speech: “Use key indicators to measure gains. And provide “tools that allow you to regularly upgrade the version to easily access new features.” The publisher is also committed to a contractual common model of the platform, which the company can apply to all types of use cases, in order to “as close as possible to how the platform is used “, he explained. ServiceNow of the French headquarters.

Enji is preparing a multi-line service route

Among the customers present, Matthieu Pestel, Head of Digital and IT at Engie, introduced the adoption trajectory of ServiceNow in the French group specializing in energy supply. After the stage of rationalizing and integrating existing systems to manage IT services, the work is focused on process transformation to make IT run like an enterprise. Like many users of the platform, Engie will expand ITSM use cases by creating multi-line service paths involving human resources, logistics, general services, finance, property management, etc. Matthieu Pestel gave an example of welcoming new employees. He said: “This is a multi-line service approach that we want to solve, and there are many other approaches.” In the use case, the ServiceNow workflow also makes it possible to manage personal data protection in compliance with European regulations. Bruno Buffenoir told us in an interview that, like Engie, other French customers also use it or plan to use it to manage GDPR aspects.

“ITSM is still a very important growth driver”

In addition to using ServiceNow for new purposes, there are still many aspects to be developed in the field of IT services. The CEO of this French subsidiary confirmed that: “ITSM is still a very important growth driver for us, the world and even France.” At present, the subsidiary’s revenue mainly comes from ITSM. Bruno Buffenoir explained: “Many customers have not updated their service models, and those customers have not yet had enough depth to achieve a good level of automation.” “2^day The good news is that in terms of prospects, currently, 65% of our business is not within the scope of ITSM,” he added. “There are two areas that are accelerating. On the one hand, all our clients are human resources departments, especially due to the connection between IT and the digital workplace. All companies are reviewing their core human resources for self-care.” Therefore, editors help to establish case management so that employees can question HR, and vice versa, we can push information to them.

” 2^day The area of ​​accelerated development is customer service. Through the chatbot integrated into the platform, all digital services provided within the platform can also be disclosed to customers and partners. Bruno Buffenoir, who took over from HPE as the head of ServiceNow France in July 2017, pointed out that in terms of these two aspects, the subsidiary has increased its turnover by 50% in just over a year. %… Since its establishment, the subsidiary’s workforce has increased by more than 30%. The CEO said: “In France, we own more than 50% of the market. “Among the competitors of American publishers, we especially found French publisher Easyvista, which also appeared in the United States. In France, ServiceNow has more than 250 customers, including Veolia, French Post Group, Siemens, AG2R La Mondiale And Cegid. In the past fifteen months, about fifty of them have won.

Event service demo

The French subsidiary conducted a demonstration at the Now Summit in Paris and demonstrated the ServiceNow platform to customers and partners through the implementation of conversational chatbots. (Photo credit: LMI/MG)

Yesterday in Paris, the French subsidiary of ServiceNow, as in previous years, carefully planned a demonstration, demonstrating the platform’s ability to coordinate any type of service. The presentation features a company that specializes in interactive activities with customers to organize a series of comedy shows. There is an opportunity to introduce the process of using a conversation chatbot to record event creation requests, which by the way allows customers to access their previous interaction history with suppliers (invoices, notifications, etc.). Demonstration showing the functions of the ITSM external platform.