ServiceNow adapts to the IT services required by the line of business

ServiceNow

Paris reminded the publisher of the cloud computing solution ServiceNow that as the business area adopts SaaS, the management of IT services will be expanded, and the proposal specifically recommends the establishment of a service portal. Its model attracts 150,200 companies every quarter.

Publisher ServiceNow’s solution makes it possible to manage IT services in the cloud. It held the NowForum conference in Paris yesterday. Its leaders Frank Slootman (CEO), Fred Luddy (Founder and Product Manager) and Dan McGee (COO) came to show more than 400 participants how the technology they developed could change the company’s concept of IT services. Currently, this field is undergoing a paradigm shift. The manager recalled that more and more companies do not own their own assets, but use them in the form of services, which puts them at the forefront. Part of IT disappears in the cloud, while another part is absorbed by businesses that rely heavily on software. What is the role of the IT team in this new picture? For Frank Slootman, this role must change. Frank Slootman defines the IT department as the backbone of a modern company. Especially because its business area has expanded with the increasing adoption of SaaS by business lines. The latter hope to have a new system to manage their event handling requests, and more generally a new participating system.

The implementation of the ServiceNow model is based on five pillars: classification, user experience, implementation, assurance and analysis. The first step is to identify the service and its description to establish a standardized classification (taxonomy). To illustrate his point, F. Slootman cited CERN as an example. The company unified its strategy and defined more than 650 IT services for the 10,000 employees, scientists, and engineers working with it. Previously, the European Research Center relied on independent support groups. The second pillar of the model is to provide users with convincing support through request management or self-service portals, such as Sephora, Harley Davidson or OtterBox (smartphone case manufacturer), etc., for example, Want to provide its internal users with the same level of service as its commercial customers.

Analysis functions are integrated into the platform

The third pillar forms the central part of the model. The provision of the service itself must be able to be automated as much as possible, from processing requests to managing resources and projects to orchestrating business processes. Among the tools available in ServiceNow’s SaaS product, the dashboard allows you to view all IT issues supported based on historical records and display an activity stream that provides information about this issue on the same screen. The actions of various stakeholders in the IT team.


The status of the event and the flow of the event can be viewed on the same screen.

The fourth pillar, insurance, represents the merger of services and operational support, making it possible to understand the IT events associated with each service. ServiceNow specifically provides a graphical representation of the IT infrastructure to show the relationship between different components and be able to take corresponding measures. For example, restart the server, which will allow you to access the application again. Finally, the fifth and final pillar proposed by F. Slootman (the analysis part, which is the result of the acquisition of partner Mirror42) has been integrated into the ServiceNow cloud platform.

ServiceNow Service Automation
ServiceNow Service Automation (Business Service Graph)

In his concluding speech, the CEO predicted that service management will become as familiar as ERP or other leading applications within the company. Indeed, the US publisher’s interest in cloud solutions is growing day by day, and currently has 2,200 customers. Last year, the company’s total revenue increased by 74% to 424.7 million US dollars, and its app subscriptions also increased by 350 million US dollars. For the next World Conference Knowledge15 scheduled to be held in Las Vegas in April next year, the company expects 9,000 people to attend.

Among the competitors, the Salesforce.com platform

Christophe Bouchardeau, Director of ServiceNow Southern Europe, emphasized that the ServiceNow subsidiary was established three years ago. In France, its partners have accumulated a wealth of expertise in the market. Today, it has 60 customers, including Lafarge, Natixis, Saint-Gobain, Sanofi-Pasteur, ING Bank France), Ubisoft (Ubisoft) and cosmetic packaging manufacturer Alba (Alba), they testified at NowForum yesterday morning. Companies like Europcar also have users. Christophe Bouchardeau confirmed that in these projects, the way the IT department deploys services has effectively become a common thread. Although there is still a short time, the perspective is purely functional and consistent with ITIL’s main processes. The management of incidents, problems, changes and configurations today, the problem no longer exists, but in a way of effectively deploying, releasing and updating services, the European leader emphasized.

In the face of ServiceNow, the main competitors are companies such as HP, BMC or CA, and even the world-renowned French company Easyvista. Another competitor, more unexpectedly, also appeared himself. Christophe Bouchardeau pointed out that this is Salesforce.com and its service integration platform, and he reminds us that these solutions are increasingly targeted at business areas. Regarding competition, our metric is the number of new logos we win each quarter: 150 to 200 customers. These companies are leaving other suppliers. Yesterday, at NowForum, Chief Operating Officer Dan McGee explained how ServiceNow operates its cloud services. To this end, it relies on 16 data centers (8 pairs) around the world. According to C. Bouchardeau, this foundation differentiates the product from less industrialized SaaS solutions.

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