ServiceNow is fully committed to artificial intelligence and analysis technologies to expand its foundation and extend it beyond its core market for IT service management. This week, with the hiring of ServiceNow’s first chief AI officer, as well as the recently announced series of AI-related acquisitions, as well as the official announcement that “Orlando” has released its low-code platform for enterprise application development. It has new AI functions for predictive analysis and prediction. Automated workflow.
These actions together revealed that ServiceNow’s chief innovation officer Dave Wright said that the company’s goal is to become a “platform platform” for companies to coordinate tasks on its six other major platforms for ERP, CRM, HCM, etc. on.
In order to achieve the goal of 30% growth in subscription revenue this year, the company is also working on industry-specific applications in the financial services market.
ServiceNow’s corporate push
ServiceNow was established by Fred Luddy as GlideSoft in 2003. Its goal is to build a web-based enterprise application platform that enables companies to easily create form-based workflows to adapt to their working methods without having to go through the process of customizing daily ERP. Long time and high cost.
In the early days, Luddy believed that the Glide platform was an ideal choice for a series of enterprise service management (ESM) tasks, for the owners of those applications and then for the customers of Tivoli Service Desk (service and asset management tools) and Vantive System (CRM applications). To support them.He also used the platform to build IT service management tools based on ITIL
Although the ITSM product defines what ServiceNow customers have seen for most of the decade, the underlying coding platform has never disappeared. In the past few years, ServiceNow has provided the platform (which has been renamed Now) as a white label to application development partners and promoted it to the CIO to solve various corporate problems.
There are even greater changes. In November 2019, former SAP CEO Bill McDermott (Bill McDermott) took up a post at ServiceNow. Just a few weeks after he resigned from SAP, the former CEO of ServiceNow John Donahoe left Nike.
By January 2020, McDermott has made his presence felt, acquired two artificial intelligence startups to enhance ServiceNow’s existing AI capabilities, and worked with Deloitte and Accenture to develop industry-specific solutions on its platform The program starts with banking and telecommunications applications.
For Charles Betz, Forrester’s chief analyst of infrastructure and operations, ServiceNow is gradually developing into a complete enterprise software platform on par with major ERP and CRM vendors.
“Although players may avoid head-to-head confrontation, I expect the fringe competition will intensify. Overall, the competition for common tasks and job management in the enterprise will intensify,” Betz said.
The first of the two AI acquisitions announced on January 22 was the acquisition of Israeli AIOps company Loom Systems. The company said its ability to analyze logs and indicator data will enable ServiceNow to automatically resolve issues for users of its ITSM and IT operations management systems.
The second one, revealed next week, is Passage AI, the developer of the California multilingual dialogue AI system, which uses deep learning to understand text in multiple languages. ServiceNow’s plan for Passage AI includes bridging language barriers in job requests or customer inquiries through its virtual agents, service portals, workspaces and other interfaces.
This week, the company hired its first chief artificial intelligence officer, Vijay Narayanan, who previously served as head of data science at Microsoft and most recently as head of content and discovery engineering at Pinterest. Narayanan will lead the company’s advanced technology team.
The value of artificial intelligence
IDC’s AI software platform, content analysis and discovery system research director Dave Schubmehl said that the company is clearly no longer just ITSM. “People need to view ServiceNow as the AI/automation platform for their business, providing prescriptive and predictive guidance and answers for various applications including ITSM.”
He added: “Adding natural language understanding capabilities will enable people to have AI conversations about issues that ServiceNow is helping to classify and respond to.”
The acquisitions of Loom and Passage AI are too new to enter the Now Platform released in Orlando on March 11. Although ServiceNow has been investing in AI for some time now, internally and through previous acquisitions such as Appsee, Forrester’s Betz said that Attivio, Parlo and Qlue and Orlando’s strategies are beginning to bear fruit.
Betz said: “It has changed from a “shiny object” to a “real value proposition,” such as better prediction, anomaly detection, natural language understanding and work scheduling.”
ServiceNow said that in Orlando, it will use AI to automatically display context-aware recommendations and insights, make virtual agents available to provide self-service experiences, and provide predictive analytics and automated workflows.
Specific tools include updates to the natural language understanding capabilities of their virtual agents, and a system that assigns work to the (human) agents most capable of solving the problem because they have experience in solving such problems. Or because they used to work with the same client.
There are some new analysis functions that can directly help the CIO. These include Cloud Insights, which IT staff can use to optimize the cost of computing workloads across multiple clouds (including AWS, Azure, Google Cloud Platform and private clouds running on VMware), ServiceNow’s Wright said. “We not only allow people to analyze. Because we use a workflow engine in the background, we can also take these measures to automate and optimize what is happening.” He said.
There are also tools that can assess operational risk and expose software to zero-day vulnerabilities.
Other famous Orlando additional facilities
Another area ServiceNow has been working on is mobility. Wright said: “How can people make the employee experience more friendly and easier to use, there is a big push.”
Orlando’s mobile client includes a new method of directly targeting employees based on personal profile information (including their location, department or job title); Analytical capabilities to identify how employees use applications; companies can choose to use their own brand as ServiceNow Add appearance to the mobile app.
This branding option means that companies will not need to hire Android or iOS developers to build their own mobile applications. “We have built these design elements into the ServiceNow platform, so we can provide people with a simple drag-and-drop interface to build mobile applications and publish them on the web.”
Due to reporting errors, this story has been updated to remove references to the pricing and availability of ServiceNow DevOps.
Copyright © 2020 IDG Communications, Inc.
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