ServiceNow is committed to becoming a top-level digital workflow assurance company, so it has its own tentacles in various vertical fields, and now it has adopted a more targeted approach to communication service providers.
ServiceNow’s software can implement cross-domain workflows, such as field management, finance, human resources, IT service management (ITSM), law, marketing, telecommunications, etc.
Chris Bauschka, General Manager of Telecom Media and Technology of ServiceNow, said: “From a company’s point of view, we are a SaaS cloud platform with a single data model, a single technology stack, and a single architecture. Run. Business. “The way we run the platform business is that we have different applications on the platform that deal with customer service, IT operations and employee experience separately, and then we have many different customer engagement channels and tools.
“At the southern end, we can connect to all of your different OSS systems, monitoring systems and infrastructure.”
ServiceNow CEO Bill McDermott (Bill McDermott) has served as SAP CEO before leaving in October. He stated on the company’s second quarter earnings conference call earlier this month that ServiceNow is destined to become a company with a market value of $10 billion The company, which will leapfrog its current value by less than $4 billion.
In the earnings conference call, McDermott said that ServiceNow received 40 transactions with a transaction value of more than $1 million in the second quarter, and a total of 964 customers have annual transactions of more than $1 million. Some well-known customers of ServiceNow include Disney, Goldman Sachs, Zoom and JP Morgan.
For service providers, ServiceNow cooperates with OSS vendors (such as Amdocs and Netcracker) to provide service assurance and monitoring
Bauschka said: “What operators using ServiceNow see is actually service management, ticket sales or fault management resolution processes within service guarantees.” “In order to do this effectively (monitoring and solving problems), you need to Integrate into existing monitoring system and OSS or network inventory system.
“Therefore, our model is mainly to interoperate with OSS participants (such as Amdocs and Netcrackers), who are experts in the network inventory field. On our side, when we are doing fault management or service management, we need Context inventory. We need the context of strategies, equipment and services from these network inventory systems.”
ServiceNow was established in 2003 under the name of Glidesoft. It uses a configuration database to bundle inventory systems together in order to see which customers were affected by the outage, for example, based on alerts that occurred in the network.
Service providers such as BT, Vodafone, Telstra, Optus, Tata Communications, Orange Business Services and Proximus are using ServiceNow in Santa Clara, California. By using ServiceNow, Vodafone can reduce the operating costs of the company’s service operations by 45%.
In June, ServiceNow announced two new telecom products: telecom service management and telecom network performance management to provide new workflows to connect customer service and network operations.
“These two products are used together in a customer service environment to manage customer-initiated workflows from a problem-solving process and a customer-oriented perspective. However, in terms of NOC within the scope of guarantee, we must also consider problem-solving management .” Said.
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The two new products include applications for telecommunications to provide proactive customer service and automated service assurance. In January, ServiceNow announced that Accenture was its market partner for telecommunications solutions, and BT worked with ServiceNow as its design partner. Baska said that ServiceNow also adopted the TM Forum’s open API standards to help it connect to OSS and surveillance systems.
Platform platform
As ServiceNow expands its presence in the telecommunications field, its workflow software can span all verticals. Bauska said that ServiceNow can be traced back to 2013, with a total of 18 acquisitions, and many corporate IT shops around the world are using it.
He said: “If you look at the traditional IT organization throughout the enterprise, ServiceNow has largely become the standard for service management and IT operations.” “This is actually part of our motivation to make deeper investments in telecommunications, because The work we have done in the core network of IT stores in the past is highly parallel.
“Enterprise CIOs must manage their IT environment and core communication services at the same time. They want to have a dialogue with operators in the same way to manage IT and manage the network. Because they are already using ServiceNow from an IT perspective, and many CIOs The conversation with the operator is “We hope to be able to use our own ServiceNow to manage communication services and network services. “
Bauschka said that operators such as BT and Vodafone want to use ServiceNow with enterprise customers, which is their advantage because they can use ServiceNow’s IT service management platform to bundle their business.
“They (service providers) said:’You know, if we can more easily connect operations directly with customers who are more beneficial to us, we will win more market share, we will win those RFPs, and we” will Reduce losses. “They really want to work with ServiceNow, especially in contact with corporate customers. “
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