ServiceNow has maintained its growth target more than ever, which is to reach the goal of $4 billion by 2020. The target of ITSM, which is being reorganized, will exceed its business plan.
“ServiceNow has been reorganized by creating business units by industry. Obviously, we retain IT, which accounts for 60% of our turnover, but we have set up a department dedicated to human resources. This is another way we challenge the customer service market. One department is called Customer Service. The other department is dedicated to network security, and finally Paas’s last department. », sums up Matthieu de Montvallon, Technical Director of ServiceNow France.
After the reorganization, ServiceNow aims to reach US$4 billion by 2020
ServiceNow is divided into five business-oriented business units, aiming to expand its offensive beyond the full ITSM.
The reason is obvious: to reach $4 billion by 2020 (sales of $1.39 billion in 2016), publishers must invest a larger net amount, and this has been seen in the field of automation. Business services are the source of growth to achieve this goal.
In its third annual “status of work” survey, 1,874 international and French executives were surveyed, and the results showed that only 42% of business processes in these companies with more than 500 employees are automated. “Some transactions are bad relationships with process automation. Human resources are clearly part of it, and it is usually one of the priority topics mentioned by the companies we encounter.”
If ServiceNow enters the highly competitive human resources and customer service market by carefully bypassing the boundaries already occupied by Salesforce, publishers are innovating to resist competitors’ attacks on ITSM.
After Istanbul, the new version is called Jakarta and before the next version that is expected to be launched at the end of 2017. Jakarta benefits from 6 new applications and 30 improvements. Most importantly, this version is marked for refurbishment on the platform’s outdated graphical interface. In order to achieve mobility, ServiceNow has always adhered to its strategy based on a “responsive design” type interface, which is the first choice for native application development.
ServiceNow wants to cancel the release of the cloud management platform
The improvements proposed in the previous Knowledge 17 user meeting of the publisher include those proposed by the community and others, which are more strategic for ServiceNow’s product positioning.
Therefore, Jakarta’s cloud management components will benefit from Leap.A step forward that may raise questions about the relevance of the professional platform between customers who have subscribed to ServiceNow
“In terms of cloud management, we are taking small steps. Our offer has not been fully completed at the time of release, and we are developing in phases. Finally, the Jakarta version of Cloud User Portal has reached the level of maturity we want. The tools are at the same level and master all the tools that a cloud management platform must have. We know how to build a service catalog and provision VMs, but we don’t know what to do is to manage the “blueprint” and allow the company to create its blueprint, that is, the model is complete Cloud system.”
Today, this feature is implemented in Jakarta and can be modeled by drag-and-drop of a complete IT architecture-with application server, firewall, database-and instantiated as needed. In April 2016, ServiceNow acquired ITapp, a start-up company, to gain this modeling capability.
Other major innovations introduced by Jakarta include software license management components (software asset management). The solution can now detect and list applications deployed on a group of machines without the software library of a professional editor. “The new version of our software asset management application now includes all the necessary modules.”
On the other hand, companies that set up their IT department as a service center will be happy that ServiceNow now knows how to recharge services based on personal consumption. “All the large groups that have contacted us on this financial management have pointed out to us that there is no such case in our offer. As far as “service charges” are concerned, the wait is huge, when we adopt methods that the IT department must profit , This is imperative.”
In addition, ServiceNow launched a new application “community” that should allow companies serving customers to share their experiences with other customers, benchmark themselves, etc.
Finally, in terms of human resources, ServiceNow is first committed to the onboarding process of new employees. The editor provides him with a process for modeling his own needs. This process can automatically perform all the steps that candidates must follow when recruiting for HR, but also automatically execute them in the future (called “slope-up” in the editor ), that is, the training he must receive after taking office. The process provided by ServiceNow includes in particular the electronic signature of signed PDF documents.
Artificial intelligence comes to ITSM
Like any “serious” publisher, ServiceNow must adopt an artificial intelligence strategy. Jakarta has the earliest traces.
However, no trace of IBM Watson’s possible entry into the platform was found. It now has its own artificial intelligence engine and machine learning algorithms that can run the prediction engine under the supervision of prediction or not.
“A few months ago, we acquired DxContinuum to gain a foothold in the field of machine learning, which is an area we don’t have,” Matthieu de Montvallon explained. “The acquisition took effect at the end of 2016, and we are working hard to integrate it into Jakarta. This is what we call an intelligent automation engine.”
From task assignment, downtime prevention and IT performance comparison to information threat prevention, incident scoring, multiple modules of the ServiceNow platform have already invoked this AI engine. Or give priority to customer service tasks or case assignments.
On the way to the robot
The impact of AI is expected to increase with each version. But so far, ServiceNow still lacks chatbots. It is possible to respond to user intervention requests and thus mitigate the AI supporting services.
The project is under development. ServiceNow completed the acquisition of Qlue, a SaaS-mode chatbot editor, in May 2017, but it was too late for Jakarta. However, ServiceNow chat bots are about to appear. The Americans especially injected funds into BuildonMe, and the company must provide the necessary semantic layer for its project, which will enable the robot to fully understand the questions raised, and these questions will not be asked of its future users.
Will this happen to the K or L version of ServiceNow? By the end of this year, we may learn more.
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