As ITSM’s “case” logic extends beyond IT, industry publishers — one of the leaders is ServiceNow — is targeting new use cases. In these new application areas, symbolizing the evolution of enterprise service management (ESM), we can refer to HR courses and portals, end-to-end customer relationships (from requesting to solving problems), and general service management (facility management).
This third case is the core of ServiceNow’s formal acquisition of the French company Mapwize on August 10.
What is the relationship between mapping and ServiceNow?
Mapwize defines itself as an “internal mapping and direction” solution. In the context of facility management, these cards have several advantages.
First, they must facilitate office and room reservations.
Then, they must allow the service responsible for the management of the premises to update the office’s plan according to usage trends and changes in real estate needs.
Finally, and most importantly, they help the intervening personnel (cleaners, repairmen, etc.) and visitors to better find their way out on the spot.
Therefore, ServiceNow is interested in internal planning, and there are three good reasons for applying ESM to general services.
Technical know-how to strengthen service delivery in the workplace
In this era of mixed work and flexible offices, the function of spatial organization has increasingly become the core of the company’s (and publisher’s) attention. ServiceNow also provides a dedicated package: Workplace Service Delivery.
The kit already has a mapping function (Workplace Space Mapping). Mapwize’s technology integrates locally integrated workplace service delivery and logical spatial mapping bricks.
In detail, Mapwize provides a tool for creating maps and plans (see the video below), as well as an “indoor GPS” solution.
“GPS doesn’t work in buildings because the walls will prevent the direct reception of satellite signals,” the editor recalled. ” [Mais] There are many technologies that allow you to find your way [comme] The fusion of Bluetooth beacons, Wi-Fi, Li-Fi, ultrasound, Earth’s magnetic field, and even sensors.” The solution is compatible with all these options, the startup claims.
First acquisition of ServiceNow in France
Mapwize was founded in Lille in 2014 by Médéric Morel (formerly MIT) and Mathieu Gerard. The transaction amount was not disclosed, and there was a “confidentiality statement” in the company’s accounts.
In any case, as usual, ServiceNow acquired a “small” company (according to LinkedIn data, it has less than 30 employees), but with strong technical potential. The goal is to inject this potential into its products to make it grow; instead of focusing on the installed players, which are more mature but more expensive.
Mapwize is also ServiceNow’s first French acquisition, and Cathy Mauzaize, the publisher’s new EMEA Southern Vice President, is pleased with this. Since its establishment in 2003, ServiceNow has completed 22 acquisitions, almost always following the same logic.
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