To accelerate expansion into specific vertical markets, ServiceNow on Tuesday launched its first software for manufacturing to manage operating systems in manufacturing environments.
The new ServiceNow Operational Technology (OT) management solution was unveiled at ServiceNow’s Knowledge 2021 virtual customer, partner and developer event, creating service and co-development opportunities for ServiceNow’s ISV and system integration partners
ServiceNow’s flagship Now Platform is used to develop and automate digital workflows to improve organizational efficiency and effectiveness. The company’s software is often a key component of the digital transformation plan within the enterprise and organization.
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In addition to the core Now Platform ServiceNow also provides software for developing IT workflows, including processes surrounding IT management, DevOps, and network security, as well as workflows for employee management and customer service.
In January 2020, ServiceNow announced its strategy to develop workflow solutions for specific vertical industries, with the first batch of products targeting the telecommunications and banking industries. Today’s announcement is the next step in this strategy, the first in a series of solutions for manufacturers. A series of service management solutions for the healthcare and life science industries are also under development.
Marshall Tyler, Vice President of ServiceNow Industry Solutions, said: “It is really critical to consider formulating an industry strategy and be able to customize our products and capabilities according to the needs of any particular industry and its customers and employees.” Interviewed by CRN.
“What we do in manufacturing-and overall [in] Vertical strategy is very important for what we believe is the foundation of our company’s future. This is really important to us,” he said.
ServiceNow OT Management’s first manufacturing solution adopted many workflow software ServiceNow developed for IT operations management and applied it to manufacturing and operating production systems. Abhijit Mitra, Vice President and General Manager of Industry Products of ServiceNow, said in an interview with CRN that this reflects the increasing integration of IT and OT.
According to ServiceNow, ServiceNow OT management specifically meets the needs of manufacturers to ensure the availability of their critical systems.
The new solution specifically creates a list of manufacturing system assets and provides a unified view across IT and OT systems and their connections and dependencies. It maps manufacturing processes across OT systems to help avoid downtime and improve response and recovery workflows and change management processes. It provides active and passive safety workflows for managing the safety of manufacturing systems.
Like ServiceNow’s other process workflow modules and industry-specific products, OT Management is built and operated on the core Now platform, sharing its workload engine and common data model.
Tyler said that one of the main drivers of the new ServiceNow manufacturing software is that as older employees gradually withdraw from the manufacturing workforce, they need to acquire institutional and process knowledge and expertise. According to the definition of Wikipedia, it is also in line with what some people call “Industry 4.0” or the “Fourth Industrial Revolution”-the automation of traditional manufacturing processes and practices using IT, machine-to-machine communication, and the Internet of Things.
The OT management solution will be officially released in September, when ServiceNow plans to release the next major update of the Now platform. The company released a “Quebec” update for its software in March.
Siemens Energy is adopting this new manufacturing software in the early stages, and the company is using Siemens Energy’s own management detection and response technology to run the software to create a cyber security system to protect the digital operating environment.
ServiceNow OT Management is the first product that is expected to be a complete workflow solution for the manufacturing industry. “In the future, we will go deep into our core manufacturing business,” Mitra said.
ServiceNow’s channel work focuses on ISV partners who develop applications on the Now platform. These applications complement the suppliers’ own products and system integrators, including Deloitte and Infosys, which work with ServiceNow software as their business process management and digitization Part of the transformation practice.
For example, Deloitte Consulting has established a global ServiceNow practice to provide consulting, implementation and management services around ServiceNow. The company develops turnkey solutions based on the Now platform. Stephen Rapper, the head of Deloitte and smart factory The email said with CRN.
Laaper said Deloitte is also using ServiceNow internally to streamline business processes in ITSM, compliance, security, customer service, finance, and talent management, thereby increasing the productivity of IT support by 40% to 60%. “ServiceNow is a key component of Deloitte’s global growth strategy, whether it is helping our customers succeed or enhancing our internal operations capabilities,” he said.
Mitra stated that ServiceNow leveraged the expertise of its partners when developing ServiceNow OT management. “Our large SI partners will certainly capture a lot of industry-specific knowledge in their industry practices,” he said.
“Almost all of our partners enter the market by industry,” Taylor said. “By adding vertical capabilities, we can become stronger in the relationship with our partners and jointly help customers achieve transformation.”
According to Laaper, ServiceNow OT manages a portfolio of smart factory services and solutions suitable for Deloitte. “The convergence of information technology and operational technology to solve corporate problems is expected to be the next frontier for global organizations with interconnected operations,” he said.
In terms of ISV, partner Atos has built Atos product quality testing on the Now Platform to help manufacturers manage product quality and reduce supply chain risks. Another partner Fujitsu has integrated its smart factory solution with ServiceNow OT management to provide visibility, safety and predictive maintenance information for the production system.
On Knowledge 2021, ServiceNow also announced updates to its workplace service delivery solutions, including a new safe workplace suite to help companies when employees return to work after the COVID-19 pandemic.
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